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Lewis Reynolds

General Sales Manager
  • Department Sales

Paul Bolger

BMW Used Car Sales Manager
  • Years at the dealership 6
  • Department Sales

Megan Thornber

Business Manager
  • Department Sales

Richard Croker

Business Manager and Motability Specialist
  • Years in the industry 3
  • Department Sales
  • Hobbies Socialising, meals out, golf, tennis, DJing

Charles Squirrell

Used Car Buyer
  • Years at the dealership 4
  • Department Sales
  • Hobbies Scuba, Classic cars1965-1980,Horse Racing Flat / jumps, F1 GPs and London

John Howard

Aftersales Manager
  • Years at the dealership 8
  • Department Service

Jamie Lowther

BMWi Sales Executive
  • Years at the dealership 3
  • Department i Sales
  • Hobbies Friends, family, sport

James Smith

BMWi Sales Executive
  • Years at the dealership 3
  • Department i Sales
  • Hobbies Cooking, music

Tony Genn

Sales Executive and Motability Specialist
  • Years at the dealership 10
  • Department Sales
  • Hobbies Golf, football

Chris McIsaac

BMW Sales Executive
  • Years at the dealership 1
  • Department Sales

Eric Wickham

Sales Executive
  • Years at the dealership 19
  • Department Sales
  • Hobbies Football, mountain biking

Richard Parker

Sales Executive
  • Years at the dealership 8
  • Department Sales
  • Hobbies Swimming, taekwondo

Lee Trussler

BMW Sales Executive
  • Years at the dealership 1

Thomas Rumsey

Sales Executive
  • Department Sales

Ray Davey

Sales Executive
  • Department Sales

Charlie Mason

Sales Executive
  • Department Sales

Lyndsey Murphy-Sugrue

BMW Genius
  • Years at the dealership 0
  • Department Sales
  • Hobbies Football, photography, music festivals, pub quizzes

Natalie Baxter

Service Advisor
  • Years at the dealership 13
  • Department Service
  • Hobbies Holidays, Disney World

Frank Jardim

Service Advisor
  • Years at the dealership 3
  • Department Service
  • Hobbies Mountain biking, walking, kayaking

Gwyneth Gavine

Centre Host
  • Years at the dealership 10
  • Department Centre Host
  • Hobbies Theatre, opera, art galleries

CUSTOMER REVIEWS.

Our centre star rating is based on customer satisfaction scores from real customers. It is based on information collated by BMW UK over the past 90 days of new car sales and aftersales service transactions, where the customers have subsequently elected to complete a satisfaction survey online or by phone. You will also see below customer comments, which are unedited.

Initially incredibly dissatisfied. As explained I had to make a lot of fuss to be taken seriously. The junior service staff need training. There are only a few that I would deal with from now on.

Service

Very good service from Frank Jardin and and John Howard. I have not awarded five stars as the telephone reception staff do not seem to pass messages on on a timley basis, why do they not have a direct dial system with voicemail!!

Service

Everyone was very nice to me but see above. A lady assistant went to retrieve my car park card which I had forgotten from the car.

Service

Very helpful and good service

Service

Very friendly and knowledgeable service executive with the service carried out while I waited. The paperwork stated incorrect mileage. Telephoned to speak to the service department, left a message but didn't receive a call back - hence not 5 stars.

Service

The level of customer service I received was terrible. The service took twice as long as the estimate I was given, I was not updated as to progress and I had to cancel another appointment as a result.

Service

Quick service. On time.

Service

Because the drivers window collapsed and would not operate.Your mechanic/engineer repaired it.

Service

friendly professional service

Service

Whole process from initial booking to collection was straightforward.

Service

Previously been very happy but on this occasion I was disappointed as the cost of the service was a lot higher than the price quoted when I booked. The lady serving me eventually sorted it out and charged me the price quoted.

Service

Fast and efficient.

Service

Car cleaned very well mot done in relative short time

Service

Car repair carried out on time with advice of details as usual

Service

A straightforward job of changing winter wheels was carried out well and on time

Service

Expensive, out of service timing (nobody told me and i was supposed to remember few hundred miles before the 18k miles limit! Clerk didnt advise checking automatic headlights sensors is part of warranty!

Service

Was hoping work would be completed in one day but when I called the chap who answered the phone - didn't want to order the part which had failed - boot lock. Within 10 mins of leaving car got a call to say they needed to order part!,

Service

Poor arrangements for transport - having to book 6 weeks in advance for a courtesy car, no lift home option, and a long wait for the courtesy bus. Work took all day and was incomplete for lack of parts so I have to return again.

Service

My visit was to swap wheels from winter to summer. I was waiting and told it would take less than an hour. It actually took about two and a half hours. The car should also have been returned clean, but was not. The wheels were particularly mucky.

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you regarding this matter.

Friendly staff but poor communication. Waited for MOT to be done, and asked how long it would be. Told 1 hour roughly. After 2 hours I had to go and ask for progress and ready 30 mins later.

Service
Thank you for your feedback, we will take this on board and look to improve our service for the future.

As above. You dealt with two warranty issues seemlessly, maintaining good communication.

Service
Thank you for your review and we hope to see you again when we are needed in the future.

Servicing work was done OK, and the lady service rep who I interacted with by phone was great. However I did say that I would be heading straight from picking up my car to catch a train into London for a meeting. See next section

Service
Thank you for your review and we are sorry to hear there were a couple of small issues with your service. We will take this on board and look to improve our service for the future.

Done to time

Service
Thank you for your review and we hope to see you again when we are needed.

An absolute seamless experience together with the utmost courtesy.

Service
Thank you for your kind review, we really appreciate it!

Issues unresolved

Service
We are sorry to hear this. I will ask our service manager to contact you so this can be addressed with you personally.

As above, great people, great place, always very friendly and helpful which makes all the difference.

Service
Thank you for your review and we hope to see you again when we are needed in the future!

Unacceptable timescales for investigation and repair. Root cause of faults never explained. Return calls not made when promised. Opening hours vs sales dept. Prices inexplicably quoted with and without VAT. Final bill not known until time of payment

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you so these problems can be addressed personally with you.

I appreciate I did not have an appointment but changing 2 bulbs took a good 2 hours - deapite the time the service and facilities were excellent

Service
Thank you for your review and we hope to see you again when we are needed in the future.

as with other reasons same applies all round

Service
Thank you for your review, we really appreciate it!

One item not attended to. Car not washed.

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you so this can be addressed.

Another thing is that I had left 2400 miles left until the rear break pads needs changing after I left the shop but surprisingly after around 400 miles my car showed me that in 1200 miles i need rear pads changed. So I haven't done 1200 miles yet.

Service
Thank you for your review and we are sorry to hear about this issue. I will ask our service manager to contact you regarding this matter.

Pick up from Guildford at 1600 is not really practical, this should be advised at time of booking

Service
Thank you for your feedback, we will take this on board and look to improve our service for the future.

Only problem was trying to get hold of someone to confirm that brake pads could be replaced when i couldnt pick up phone in time to answer it (partly my not being able to tell he'd left a message on my mobile)

Service
Thank you for your review and feedback, we will take this on board and look to improve our service for the future.

Good customer service

Service
Thank you for your review, we really appreciate it!

it took nearly 2 h just to have the wheels changed!! And then I discovered scatches at the front spoiler which were not there before. I mentioned it to the service person but he did not care. He promised me that the head of service would contact me

Service
We are sorry to hear this. I will ask our service manager to get in contact with you asap.

On time and no issues.

Service
Thank you for your review, we really appreciate it!

As above

Service
Thank you for your review, we really appreciate it.

You failed to return the car valeted or cleaned. I emailed a complaint about this but received no reply. Poor.

Service
We are sorry to hear this. I will ask our service manager to contact you asap to address the matter.

Took car in to get serviced as car kept flashing "service". BMW advised car did not need service. We advised there was water in front headlight (condensation) in the morning, but BMW advised they could not see/find any water.

Service
Thank you for your review. If you would like further clarification, please contact our service team who would be happy to help.

The garage completed an MOT that we didn't require which has now offset our MOT schedule.

Service
We are sorry to hear this. I will ask our service manager to contact you to clarify the issue here.

Car wash had residue left all over the bodywork. Very poor job as had to redo most of it nyself

Service
We are very sorry to hear this. If you would like to discuss the matter further please contact our service manager who would be more than happy to address this.

Poor transport, communication and problem solving

Service
We are very sorry to hear this. Our service manager will contact you to further understand your comments so we can improve in the future.

Everything required was done properly.

Service
Thank you for your review, we really appreciate it.

attention to detail I found lacking. I arrived at 730 am and left a 1545 hrs. Due to lack of clarity when booking appt and what I believe to be lack of follow up. Resulted in having to come back next day and miss appt at Vines Mini, now rescheduled

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you and clarify what happened.

Everything worked as it should have done.

Service
Thank you for your review and we hope to see you again when we are needed.

Overall good but took longer than anticipated.

Service
Thank you for your review and patience with us. We hope to see you again when we are needed.

Over 14 years have found Vines staff at all levels to be very professional and a pleasure to do business with.

Service
Thank you for your kind review and loyalty with us. We hope to see you again when we are needed in the future.

All staff I had dealings with very pleasant and helpful

Service
Thank you for your review, we really appreciate it!

As above relating to recent experience. It gets very frustrating.

Service
We are sorry to hear this, however we will take your comments on board and look to speed up our service in the future.

Everything was simple with no fuss. My only slight criticism was I had to ask if I could help my self to a beverage whilst waiting for my car to be serviced. Then someone assisted me.

Service
Thank you for your review and feedback, we really appreciate it.

extremely professional, courteous and very friendly

Service
Thank you for your kind review and feedback. We wish you safe motoring!

Treated quickly and without fuss.

Service
Thank you for your review, we really appreciate the feedback you have given.

Car was in for recall, you forgot to order part. Back in again today, issues not sorted and car in same condition as this morning. I've left it again tonight. It is such a waste of time. Very early mornings and inconvenience time & time again

Service
We are sorry to hear this. I will ask our service manager to contact you to update you on your situation.

Issue was initially incorrectly diagnosed and it took a very long time for the technicians to take a second look even though I bought the car back the same day (i.e. I seemed to be put to the back of the queue)

Service
We are sorry to hear this and we hope your BMW is now back up and running. I will ask our service manager to contact you so we can gain a greater understanding of what happened here, and to ensure this won't happen again in the future.

As above. Also told to wait out front for car which took a while to come round. Unfortunately have to say that Audi service was much better.

Service
We are sorry to hear this and we would like to address your experience personally with you. I will ask our service manager to contact you to discuss your feedback further so we can improve our service offering in the future.

Your staff are always exceptionally courteous and I feel like a valued customer.

Service
Thank you for your review. We are proud to offer excellent service and hopefully we will see you again in the future.

Service staff very good

Service
Many thanks for your review, we really appreciate it.

My service advisor was useless. He wasn't helpful with my issue and would not reset the service light. Was spoken to in a rude manner and left me and the car outside with the issue not resolved. Will not be returning again.

Service
We are sorry to hear that you did not have a good experience with us. I will ask our service manager to contact you to address this.

Because I trust them implicitly. Pity about the service advisor who accused me of using more fuel in the hire car than I did. Otherwise brilliant as usual

Service
Thank you for your review and we are sorry to hear about this accusation. If you would like to discuss this further, please contact our service manager. Otherwise, we are glad you had a good experience with us.

They did what was needed

Service
Many thanks for your review, we really appreciate it.

Helpful staff through the process and worked with me to help drop the car off early and pick it up and a convenient time.

Service
Thank you for your review and we hope we see you again in the future!

I had travelled up from Cornwall and with a faulty headlight bulb and no booking I was dealt with efficiently and relatively quickly.

Service
Thank you for your review and we are glad to have offered you a fast turnaround and pleasant experience.

Not good this time...it's a shame as I consciously chose Vines for me Bmw services and feel a bit let down

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you to discuss your experience with us, so we can improve in the future.

The service work was find. What I didn't like was the inflexible and surly attitude of the courtesy vehicle driver. In spite of being the closest person he could drop off he insisted to go all the way round Guildford. So no service at all

Service
Thank you for your review and we are sorry to hear of your unsatisfactory experience with our service driver. I will pass on your feedback to our manager who can escalate this where necessary.

Frank - my service advisor was courteous, professional and always updated me with the status of my vehicle.

Service
Thank you for your review and we will pass your feedback onto Frank and the team. We hope to see you again in the future!

Technician didn't reset the service warning light. I'll have to revisit to get that fixed. Service advisor has had two messages to call me, but hasn't called. I asked the advisor to have the technician look at a rattling roof, that wasn't done.

Service
We are sorry to hear this. I will ask our service manager to contact you to resolve these issues.

They are all accommodating and knowledgable

Service
Thank you for your review, we really appreciate it.

Service carried out as promised

Service
Thank you for your review, we really appreciate it.

Needed a tyre replaced (urgent but not an MoT failure) but did not ring to advise. Ended having to go elsewhere the following day.

Service
We are sorry to hear this but thank you for providing your feedback. We will take this on board to improve our service in the future.

Until Jim spoke to us, three days after Vines received the car, no one could give us any idea of when the work could be started let alone assessed for major damage. Jim subsequently was very helpful assuaging our worries and giving us the timing.

Service
Thank you for your review and feedback. We will take this on board and look to improve this aspect of our service in the future.

Flashy showroom doesn't match service you receive.

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you to further discuss the issue you had with our servicing.

Very helpful dealership.

Service
Thank you for your review, we really appreciate the time taken to offer your feedback here.

Professional

Service
Thank you for your review, we really appreciate the time taken to offer your feedback here.

see previous answer

Service

They sorted out the problem with the I drive and provided great service in terms of pick up and drop off to the station

Service
Thank you for your review and we hope to see you again at some point in the future if needed.

Tony was amazing

Sales

Your call service centre staff were as good as useless...Tony's sales service at Guildford was great...but when he was odd apparently not another single person in the building could tell me when my car was to arrive..

Sales

Excellent. Car was in the pick up bay and Lee took me through the controls and answered all me questions. I didn't feel rushed at all in the process.

Sales

A very friendly, helpful and patient service from people who seemed to "get" my cautious approach and did not pressurise me. I could not have asked for more.

Sales

Constant communication with me through the whole process

Sales

Very good car but above all the knowledge and helpfulness of Eric Wickham

Sales
Thank you for your review, I will let Eric know of your appreciation and we hope to see you again in the future!

Richard Parker was extremely helpful and went out of his way to find the cars we wanted. He kept in touch and explained the tech clearly and patiently. I would thoroughly recommend him.

Sales
Thank you for your review. I will pass your feedback onto Richard and the team and we hope you enjoy your new BMW!

It was great

Sales
Many thanks for your review, we really appreciate it!

Lee was fantastic, quick to respond, helpful and patient

Sales
Thank you for your review, I will pass on your kind words to Lee and we hope to see you again!

Delightful eat who put every effort into the unveiling of the new Z4 for me

Sales
Thank you for your kind review and we hope you enjoy your new Z4!

I had to request a different sales person as the one I was dealing with kept promising to call back but never doing so. Then the guy I bought from left the day before I collected my vehicle meaning they were not ready for me

Sales
Thank you for providing your feedback and we are sorry to hear this. I will ask our sales manager to contact you to ensure that everything went smoothly with your handover.

Lee in sales was excellent, all the way through the buying progress was straight forward with no problems

Sales
Thank you for your review and we wish you many years of happy motoring with your new BMW!

Steve Champion arranged for us to take home a demonstration car for a day. We found this very beneficial because it gave us a proper feel for living with and driving the car on familiar turf, therefore giving us the confidence to buy the vehicle.

Sales
Thank you for your review and we are glad you enjoyed our demonstration experience. I will pass on your kind words to Steve and the team for their feedback. We hope you enjoy many happy years with your new BMW!

Everything was exactly on time and as described

Sales
Thank you for your review and we hope to see you again in the future!

No fault with the dealership. Expected delivery in mid December but not delivered to dealership till mid February due to BMW putting it on hold for update and an update with the display. Annoying but could not be helped.

Sales
Thank you for your review and we are sorry to hear there was a delay in your delivery. We hope this has all been sorted and enjoy your new BMW!

Great service and my vehicle delivered with a bow on it as requested!

Sales
Thank you for your review and we are happy you had a great experience.

Having been introduced to Vines by my sons Girlfriend who works there, I met with Salesman Lee Trussler who was extremely helpful and professional. Took me through the options without being pushy making the whole buying experience a pleasure.

Sales
Thank you for your review and we are happy you had a wonderful experience with us. I will pass on your feedback to Lee and the team and we hope to see you again in the future.

I was kept up to date with the progress of my purchase from order through to delivery. Richard Parker was very professional and a great ambassador for your brand!

Sales
Thank you for your kind review, we will pass on your message to Richard and the team and we hope to see you again in the future.

This should be completely satisfied, and I will be delighted to change when the long overdue refund is processed. Thank you. Otherwise the experience was excellent.

Sales
Thank you for your honesty and we hope the refund is processed asap. We are happy your experience was excellent otherwise.

Eric is a great sales rep and communicates effectively

Sales
Thank you for your review, we will pass on your feedback to Eric and the team!

I've enjoyed the email updates and Chris has been available to answer all questions throughout. Every time I have stepped through the door I have felt looked after.

Sales
That's really kind feedback and we are happy to have given you a great experience. We will pass on your message to Chris and the team.

The car is fantastic and I enjoyed the whole experience with Vines of Guildford. The staff are friendly, listen to my needs and deliver.

Sales
Thank you for your review, we really apricate your feedback!

Great experience

Sales
Thank you for your review and we hope to see you again at some point in the future.