I took my Kia Optima in to have the steering column worked on. Had about a month to wait for an appointment and was first in line that morning. Around 1:45 that afternoon, I get a text that my car was next....WHAT?! This is our only ride so not having wheels that afternoon when we got off work was NOT an option. I was ready to have them forget it and try to get it in at another dealership in Roanoke but Darryl worked with me and got me a loaner while they kept my car overnight. I have an extended warranty that should cover any repairs over $200 and my warranty would cover a loaner car. I agreed to come pick up the loaner.The next day, I was surprised to get a text before lunch that my car was finished. I raced back to Shelor, got all the paperwork and my total repair with inspection and tire balance was only $66!!Darrell took what was going to be a bad experience for me, and he turned it around. I am completely satisfied with my repair and my car feels amazing now. Good Job Shelor and a special shout out to Darryl- you ROCK!

So... I was under the impression that they were open on Saturdays until noon. It was on the door and weve been going there for years and thats how its always been. Apparently thats changed. But the hours posted on the door have not. I needed a state inspection and I work 40 hours a week, traveling on the interstate. So I didnt have time to drop it off during the weekly hours. Yall might wanna change the hours on the building Because I was expecting my car early Saturday. Now I have to bum a ride for work. Thanks.

I bought my Ram from another dealer in Roanoke who was horrible. I took it by Shelor when the check engine light came on and Casey in service went above and beyond to make sure the repair was completed in a timely manner. I can not recommend this service center high enough. It is rare to find such good customer service and level of professionalism today as I found in Shelor and Casey Grosshans. Thank you!

Diagnostic was quick. Service was great. They even trusted me to pay at a later time because Ford Pass was down. The waiting room adheres to all CDC guidelines. Wifi works fine. Even sent a couple of emails for work. Express lane wait is a little too long for inspections and oil changes.

Very kind and courteous. Had to wait a couple weeks for all the parts. 2018 Ram truck covered under warranty, didnt have to pay a dime. No arguing, that was nice.

My car .. which is still under warranty under 70,000 miles .. check engine light was blinking which indicated something is wrong and to stop car Immediately. So we did and had to have it towed last Tuesday ( out of pocket by the way because I was told I would be reimbursed after car is diagnosed) I was told it wouldn’t be looked at until Monday …ok so I had to rent a car also out of pocket no reimbursement…… No call on Monday from anyone so I called and was told now it would be a few more day now until they can even look at it…… still renting car out of pocket….. getting pretty $$$$$ at this point . Now 9 days later no car no call !!! So disappointed and So frustrated! We are loyal customers and have done everything right on our part to keep car up to date on everything but yet here we are !!!!!! Who even knows what’s next offer they even look at it 😞

Very poor customer relations. Was traveling and overheated.imor fix bit was told a month to be seen. Or go elsewhere. After stating my Thoughts,finally was taken care of. Not friendly at all!

They were very nice and considered they made me feel comfortable 😊

Excellent service, terrific customer service! Will go again, if I need anything performed on my Honda...yes Honda. They do work on ANY type of vehicle.

Bought our car from shelor. They do good work for a decent price. Waiting room is clean and updated. Id recommend if you need them and are in town.

Service department is totally awesome. Short wait time. Will be back again.

Service personnel are friendly, patient, prompt and thorough. Inside and outside waiting areas that are kid friendly with facilities and vending machines available are ample, clean and plentiful. Very, very satisfied customer of 3 years.

Brought a Grand Cherokee with 25k miles through the service lane for warranty work on the entertainment system and requested a fix for a highway speed wobble. My service advisor, Stacey Arnold, was helpful and very knowledgeable.The good: Scheduling was seamless, and flexible. Loaner vehicle provided was clean but covered with a thick layer of ice which the staff were diligent about chipping off before turning over to me. The technician identified the source of a low frequency rattles in the front door panels. They were also able to confirm an intermittent issue with the infotainment system saying it is a common problem. Replacement parts have been ordered.The bad: Had a miscommunication about diagnosing the wobble at high speeds, I initially requested an alignment over the phone and when describing the issue in person was told the cause could also be from tire imbalance, so I agreed to have the tires balanced. My understanding after this exchange was that only the balance would be performed. Like an either/or situation but not balance and alignment. When I came to pick up my vehicle was told the tires were good to go and they had also got the alignment back to par. I wasn’t thrilled about having to pay for both but I understand where the confusion was. Probably signed a detailed mock invoice along with 4 other documents while dropping it off and just overlooked it. In the end, I requested the alignment during the initial schedule phone call. It is what it is.Neutral/Feedback: It’s kind of a bummer to have to get sound insulation and equipment replaced in a 2 year old vehicle with a factory upgraded system. But I’m happy that it’s being done under warranty and confident in the skills of the technicians who were also able to pick up on the same rattle that I was hearing. In the future, providing customers with a hardcopy of a quote and agreed services to be performed would be useful for both parties. When I left the drop off area I was only given a copy of the loaner agreement. I’m sure there was no ill intent. In the future I’ll request a mock invoice or quote before leaving, but I think as standard practice this kind of communication error could be avoided. Honestly, the technician did a great job on the alignment and I’m glad it was knocked out before causing suspension issues.Wouldn’t hesitate to tell other people to bring their vehicles by. Will update this following the entertainment system work being done.

Very happy with the repair & maintenance work from Shelor Service, in particular, Brian L., for his patience, time, guidance, and respect for the customer. The waiting room and shuttle service are added bonuses. 👏

Great service as usual .....needed a battery replacement took longer than usual so no labor cost and the battery was still under warranty ....worth getting your service at the dealership at least with Shelor it is!!!!!

I Purchased a set of tires from Shelor for my vehicle and had them installed on a brand new set of aftermarket wheels. Was sent here from another shop because other places in the area don’t have the proper mounting equipment for aftermarket wheels. The staff was very profession and definitely took care of me thru the process.

Hands down the nicest, quickest, knowledgeable and most professional service team Ive encountered in a long time. I cant wait for my next oil change.

We are always satisfied with serviceman brian lawless. always happy with his ability to get things done and done right the first time . THANK U brian

I would never get another car from there...I know that much.

Super disappointed. Got there at 8am - had called and looked online and was told they were open Saturday from 7:30-noon. Nope. Closed. While I sat in the parking lot calling two different numbers (both went straight to a recorded message) three other cars came and did the same thing I did - left! Unsatisfactory. Folks who work during the week need these hours.

If you ever stop by Shelor to have your car service then I would highly recommend working with Stacey Arnold! I was immediately greeted by Stacey as soon as I pulled in, she already had my information pulled up and made the service as smooth as possible. She wasnt just business ,she remember my family from last service and asked how they were! Ammazzzing service, from an amazing person.

As far as making an appointment in person theyre good. The actual service remains to be seen.

Still making same noise after they fixed the problem. So fed up that I dont want to take car back there again just to get charged more for same issue

BEWARE.....I took my Kia Forte in due to loss of power. After charging me a $100 diagnosis fee - they wanted to charge another another $200 to change spark plugs. I decided to change the plugs myself for $25 and it took me 15min...they charge $200! anyways - that didnt solve the loss of power issue. When dropping it off - I told Tony (service writer) that I thought that it was a bad catalytic convertor and that they should do a back pressure test. Well I guess they didnt think that a customer might actually know something about automobiles and diagnostics. Im done wasting my time and money with them. I will never buy another car from Motor Mile simply due to the service departments lack of competence.Edit: The Service Manager did call me and offer to try to make it right, and, look at the vehicle again. The right thing to do wouldve been to refund the $98 diagnostic charge. A for effort though.

It was great. I would like to thank the Service Manager Alan for taking great care of me today

Friendly and fast(ish) service. The shuttle service was postponed with covid, but I understand. I would recommend them for car repair or servicing.

They were great my engine coil was still under warranty. They were very fast and professional.

Great service fast time with my Car

Went in for a oil change and tire rotation and they had it done in no time I could not believe it was done so quick thanks for getting me in and out and on the road again

Honestly, I would only use Shelor for oil change and easy work. Any brand specific things, its better to look elsewhere. I waited almost 1 hour- with an appointment scheduled and arrived early- to have my truck looked at and then another two just to hear back from the rep to see what was wrong. It has taken over 1 1/2 Months to get truck parts for my Ranger. I know Covid had slowed things down but thankfully I had a different mechanic find the parts I needed that was less than a week shipping. And to this current day still waiting for them to call and say they have them. The only reason for a 2 star is the waiting room is very nice and comfortable.

I had an appointment to have my Dodge Ram serviced for a check engine light. I dropped it off Thursday and they called me Thursday afternoon with the diagnostic and repair. I was told I would receive a call Friday morning with further parts details. I received no follow up call; I called Friday afternoon and had to leave a message for my advisor. I didnt receive a return call Friday afternoon. This meant I had no vehicle over the weekend because they are closed Saturday and Sunday. When it was finally ready to be picked up Monday afternoon, I had to wait 30 minutes at the service center to pick up my vehicle. At least my check engine light is no longer on, but this was a very frustrating experience.

We had an ongoing problem with the check engine light coming on for over a year and all they telling us is just to keep bringing it back well remind you it is still under warranty and theyre not doing nothing about it but telling us to bring it back when the check engine light comes on and they found nothing so this is horrible service to me and theyre not doing nothing customer service to make the customer happy at all I would not recommend no one to go back there to buy a car or any kind of service because mysituation been going on for over a year now and they have not fixed the problem yet

Had to get some work done on our Escape, the crew was friendly and fast. The waiting area was roomy and prepared with beverages and snacks.

Brought my car here due to a parts recall and they set me up with an appointment to get it inspected then installed. People were friendly but takes a little while for things to get done. Expect to wait for longer than their time estimate (mine took 3 hours instead of their estimated 2).Theyve got a lounge for you to wait while your car is being serviced equipped with free wi-fi, a coffee machine, bottled water and juices. Snack machine available in the back. There is a room tucked away in the back for little children to hang out in. Tables and outlets are scarce so be sure too be fully charged if youll be here for a while. Some of the seats do have a wide armrest platform.

I have been to the service center twice and have been very impressed! I had recall work done once, and then an inspection.Both times I left my car there for a 1/2 day. But they had appointments much quicker than other places. :)

Quickly puts inspection stickers on vehicles with dry rotted tires to be sold for a fat profit..that could get someone killed very sad..

Fast response and Service! Courteous staff! They got us out of a huge dilemma when out car broke down on the highway! We are ver greatful, everything went very smoothly!

Sonic is great! Especially when they have good people working there. You can tell sometimes that the owner doesnt take care of the employees,and you can tell when they do.

Nice waiting area. Very clean. They seem to take COVID seriously, which is good to see in these weird times.

Worst experience ever! Dont go here for inspection! 3.5 hours wait @$$#@@$$ just ridiculous 🙄 then they wanted money to take Bush guard off to pass inspection. They tell us that after we waited 3.5 hours!! Really ?? What is going on. Last time my lug nuts never got tightened!! Drove to Washington and back! Noticed when I got home one missing then others all loose . Steer clear of there!

Friendly and great service.

Everything was done great. They are awesome 👌

Came here because my car has a recall. They got the work done in a very timely manner. Casey was very professional and explained cost and what was going on. Also helped to fix some things too!

I arrived at the dealership at 11:10am on 9/18/20 to have an oil change & tire rotation. I didnt have an appointment but no one was waiting in front of me. My Ford Pass reward points were not showing up due the website being down. The representative assigned to me told me this so I called Ford & got it straightened out. She asked to speak to him to verify my points. He had gone to lunch & I was told hed be back at 1pm. Thats fine but my complaint is that he did NOT tell me this & no one else was left in charge to take care of my needs. So I sit here for over an hour and a half from the time I bring in my car (with no one ahead of me) to just get someone to redeem my points!! I doubt very seriously I will be using Shelor again for my car service. This has been a ridiculous & unnecessary experience!

Awesome staff and service!!

Pulaski location: Excellent service..professional and courteous..had oil change and tire rotate..didnt have to wait long..

Thieves. Told them not to do any work on the vehicle but to look at why they rejected the car for inspection. 98 dollars later for the diagnostic, they tapped the headlight and got it working. Have bought 7 cars from them, all my oil changes through them, even left my oil filter not all the way on last time but gave them one last try. This will be the absolute last time you will see a single penny of my money

The guy I spoke with was helpful and courteous.

Its been over a week and I still dont know whats going on with my truck not to mention I bought the extended wfrom them and now I have a problem im getting the run around

Excellent communication throughout the entire process, the needed repairs and rationale were clearly explained. Appreciate the excellent customer service.

Always very friendly and great service!!! It does seem like I show up when they are covered up....but no fault on their part!!!!

I purchased a car from Shelor in October and had my first service done yesterday. I was extremely impressed with their service dept. Sam greeted me and handled the transaction from start to finish. He was knowledgeable, friendly and made sure I was well taken care of. The customer lounge looked more like an upscale hotel lobby with a fireplace, tv, drinks and comfy couches. Will definitely return and they beat the local competition on service!

The attention to the customer was great, installations are good and comfortable.Nathan did a great job as a service advisor

Shelir Express is the best, woke up to flat tire, called at 730, drive there, out by 930

They do things right with perfection the very first time!!!!

I have been used their service for about 2 years. It was good until the recent routine service. My car (Ford Fiesta) was totally find, but it turned worse after 30K service. My air filter was replaced on that day, but when I drove my car out of the shop, it began to make a weird noise. Every time I turn on the AC, I can hear the noise. I also noticed my steering wheel feels differently, not quite stable. I called them, but they have kept me waiting for two weeks, which is so inefficient. I went there today, and they planned to charge me more than $100 to check. First, they planned to check the balance of tires, which I suspected they did not do a good job on tire rotation and probably causes my steering wheel unstable. It would cost about $42. Second, they denied anything to do with my newly replaced air filter but would need a diagnosis and cost about $100. It looks too suspicious to me. Why do things go wrong after I took my car for service, and it was totally fine before? So I took my car back today, and I will never come back again. Considering they suggest me to change the tires and braking pads, I wont trust them to do it. But if they wanted me to replace my tires, why do I spend $42 to check tire balance? Not reasonable at all, unless they like to overcharge, doing a sloppy job and charge more. Anyway, I will go somewhere else I can trust. Just a waste of time and money.And STOP EMAILING TO ASK ME TO TRADE IN MY CAR.

They have awful communication skills. I was told it would take an hour to run a test on my car. I dropped it off at 9am. I called and called. Then at 4:30pm I finally got somebody on the phone only for them to tell me that it would be tomorrow before they could even look at my car. I went and picked up my car, it was untouched. They have the worst customer service I’ve ever experienced.

Very much pleased. Will ho back.

Amazing modern facility and the service team were spot on repairs are made in a timely manner they also offer a shuttle service so you can run errands or you can relax in the waiting area. Great service for such a large dealership they really keep it hands on and communicate with customers .

Very nice people. Very slow service even when you make an appointment. Waited about 2 hours even when I called a head made an appointment for a car inspection. Any where else it take 20 minutes.

I have used Shelor for a few years now. Im usually plessed with their service and facilities. Today, Travis helped me to understand and find much needed new tires and provided a loaner car so I could go home and study for my exam. Thanks Travis and thanks to all Shelor staff for your professionalism and care for each of your customers!

Great customer service. Very friendly staff.

Very professional and assessed all of my concerns with my vehicle.

EXCELLENT SERVICE! GREAT STAFF! EXCEPTIONAL & FRIENDLY PEOPLE! Dana even baked me cupcakes for my birthday, what a surprise!

Courteous and Attentive, my new dealership based solely on the professionalism of the service department.

Tried to lie to us. They are very sneaky and I recommend asking multiple different mechanics for an estimated price before them.

Horrible experience was not notified of the $98 dollar fee they charge to look at a vehicle until I arrive for my appointment. I’m guessing this is to pay the 20 people there sitting around. This does not go toward the repairs which would be reasonable. The employee and manager seemed more than happy to let me leave when I stated that I was willing to pay the fee if it would be applied toward repairs being that I was unaware of the charge when making the appointment and have never before been charged by any other service shop for looking at my vehicle. Complete waste of my time would never go back even if my car broke down in front of the building.

Would have been faster to just drive in rather than make an appointment. Been here for an hour and its still not serviced.

This was my first time dealing with Shelor and their service department. Took my 2018 Subaru WRX in for its 24,000 mile check up. I received excellent customer service and my car left better than it came in. All in all a good experience with expected outcomes. I will recommend Shelor to anyone who is seeking a good service department.

My wife picked up her car, which had been dropped off for some recall repairs. The work was done quickly and they were managing social distancing well as near as I could tell. No attempt to upsell.

Dropped car off at 10:45 am. Told it would be done around 1 or 2 pm. Those times come and go without any communication. I call multiple times no answer. Finally get a text back saying it will be done in 45 minutes (this text at 3:45pm). I show up at 4:45. Still not done. And here I sit still waiting. No communication no nothingEdit: after seeing this review a manger contacted me and apologized for the experience. He made he situation as right as it could be made and ensured I was taken care of from that point on.I believe they are service oriented and I’d go back and give them another chance

Great service, reasonably priced, professional communication. Highly recommend getting your car worked on here. My vehicle has run great since having it fixed at their shop.

Took my 10 year old Forester in today for a check up. It was an awesome experience, we (my beloved Subaru and I) were both treated like getting that check up was the most important thing Shelor had to do today. The waiting areas were very nice and comfortable. The service didnt take long and my Subaru and I left happy. The Service Dept is very organized and friendly.

Great service. We had a great experience from our salesman (who helped us pick the perfect SUV) to the oil change. Overall we had a great experience.

I had my one and only experience of this service dept when I had to use them for a recall for my Kia.Despite having pre-booked an appointment, when I arrived they had no idea who I was or what I was there for.Also, despite there being brand logos above the lanes they seem to bare no relation to where you should line up.After much frantic computer looking up and asking about, they eventually let me drop off my car.The actual work was done as it should, but I was advised I desperately needed around $700 of work to rectify an oil leak. This was interesting advice as this car never leaks oil or even burns any oil.Despite living local, I have taken to going to another dealer in Salem.

Great fast service. Cory was on the ball .

They fixed my car when no one else could! Thank you guys!

Fast good service. Thank you Ms. Jackie in service recall. Made my experience painless.

Theyve taken great care of my Subaru Outback. Excellent service and staff.

Super nice facility...Jackie was friendly and professional & the waiting lounge was lovely. Oversized chairs, Wifi, coffee, free snacks and an immaculate bathroom. Vehicle service was provided within the estimated timeframe given when my appointment was set.

It was a great experience, corrine done a great job. She is really helpful and very nice. They fixed my car and even with the confusion there she made it right.

Fast and professional

Awesome service department! They have been very helpful. Travis with Kia has been a huge help to me. He always ensures everything is done in a timely manner!

Awful. Had to deal with a rude lady over the phone that made me “book an appointment” for an oil change only to get here and them tell me they are first come first serve and that “they should have told you that” wouldn’t recommend this place to anyoneUpdate: after seeing my review the service manager decided to pull me aside and address the issue which I found to be highly commendable. We discussed my concerns and he let me know that it will addressed accordingly. The rep that helped me today Casey seemed very willing to help, took ownership of the situation, and did everything they could to get me assisted quickly. Casey and the Manager helped changed my perception of how this establishment treats its customers. I’m glad they were willing to take the time to reach out and make me feel as if they genuinely cared.

Ive been here twice now and both times I have been met with incredible service. The people who work here are incredibly nice and I always enjoy sitting in the super nice waiting room. Thanks for doing what you do so well!

If I could give less than one star, I would. This service center has now lost my car twice, has tried to talk me into turning an $80 part in on my car insurance, and gave me incorrect information over the phone which resulted in both my drivers and my delay to work and the car was not fixed.Had a great experience with my salesman, he was top notch. The woman at the Ford service center desk gave me current information on my warranty and gave me all the data before I made the decision to not have my vehicle fixed at shelors, so she is awesome! But in general, my experience with the service center falls short.

Now thats what I call customer service! From the easy drop off to the detailed explanations of work needed and done to the plush comfy waiting room. Extremely good experience, probably the best Ive ever had at a Auto Service Center.

Bart took great care of me and my truck wonderful folks

I pulled up to the service department about 8 am, there were about 10 people in front of me. The man who helped me was so polite. He took me into the waiting room, and told me it would be about an 2 1/2 wait. That was not true! I was out about 9:30. I had my whole Saturday cleared thinking I would be there all morning. I live in Roanoke and I will drive out there to get my van worked on every time. I got the same customer service that I did when I bought my van. Nice, clean, polite and quick.

Fast and fair.

Super nice. Scary nice. What? Free Inspections? No problem, no charge on my car? Less wait time than a new phone transfer time at a Verizon store?!?! WT....??

They do good work and honor warranties. I recently requested some service but ended up going elsewhere because I was in a hurry. They called a few days later to make sure I got the work done and to see if they could do anything different.

This place is a joke. Charged me $100 to do absolutely nothing. My truck left there in worse condition than it arrived.

Trying to set an appointment was kind of a hassle but once I was there, everything was excellent. I was greeted in a professional manner. I wasnt pushed for any additional products that I didnt need and everyone was incredibly helpful. I would definitely be willing to make the drive from Roanoke for continued service.

Went today to have some warranty work, tire rotation and inspection done. We were impressed with the staff, the time they said our van would be ready, the waiting room, even had a shuttle that offered us a ride if we wanted to go somewhere. Thanks for treating us so good when we bought our van and for today.

I went recently for an inspection sticker. The sticker was expired, my car was a mess, and after a long night of being up with my baby I was not at my best either. Although it was a pretty small job for them, they made me feel like my business was appreciated and like I was paying for a fortunes worth of work. Every single person I interacted with was above and beyond friendly and helpful and I will definitely go back there versus somewhere else because of the exceptional customer service I received.

These guys are awesome. They spent almost the entire day helping us to find the right car that would fit our budget.

Beautiful facilities and frendly professional staff. Great service at a good price. Welcome to Pulaski Shelor! I appreciate you being here.

As per usual, the treatment we received was first rate! I even threw a curve ball while the vehicle was in being serviced and bought a cargo area cover from the parts department. No questions asked, it was installed without a hitch!! They were very accommodating! I can not recommend a dealership any higher, from sales to parts and service!! Keep up the good work team!!!

Great service has one of the most modern and high tech service departments Ive ever experienced. Ill keep going back for service for sure...wish i could give them more then five stars