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Always kept informed. Efficient and good customer service delivery.
The guy who looked after me at vines was great and provided the high level of service I would expect from BMW
As above, good service, no problems.
Fixed the problem very quickly and kept me updated the whole time.
when collecting the car there appeared to be no- one working on the service desk, there was already another man waiting to be seen, he took a while to get his issues sorted out. we both felt completely ignored at no point did anyone come over to help
service was excellent but had to wait too long for appointment otherwise I would have been completely satisfied
Did all that I requested efficiently and on time.
All work was under warranty so no invoice or any written statement of what was done.
The job was done in good time and the job explained in detail.
They were able to take my car in for the repair quickly and resolve it.
Service department sorted issues on the car that were covered by the warranty. We were able to relax and have a coffee whilst the lovely reception staff arranged for a lift home as the car would only be ready next day.
The service was excellent but see previous answer
Because I am completely satisfied.
Problem with brakes not fixed.
Very friendly people.
Vines are brilliant and always have been with me
Excellent service all done within the same day.
General service was good. Being forgotten by the bloke who drives the customer van to and from Guildford was a bit of a pain - thankfully the weather was good.
I have trust in Vines
The final bill was a lot more than expected, not really the fault of Vines arguably, but everything that needed to be done seemed to come in at a very expensive level.
the only downside is lack of courtesy cars so keep taking taxis when being serviced
I was called to schedule a software upgrade. A convenient date was agreed and on the day a drop off and pick up to the nearest station was very helpful.
Thank you fro the positive response
Nathalie is lovely and should be treasured
Thank you I will pass on the comments
You cleaned the car though, so not all bad!
WE always clean our customers car for them I am pleased you appreciated it !
1. air conditioning was cleaned for £19 but the ventilation air still stinks and i'm now treating with STP Air Con Cleaner. Still needs another one.2. wheels were balanced but there's still a slight tremor when you get to 70+.
Please accept my apology our Reception Manager will call you to discuss
a job done well but took longer than expected.
Great news thank you !
Made me feel very welcome, very personal service.Only could have been improved by better communication leading up to the day that the work was scheduled for, I asked for quotes for extra work and never received them so couldn't proceed.
Please accept my apology I will make sure this is attended to in the future
Very efficient and helpful service.
Thank you for the positive comments
Vines of Guildford did what was promised in a timely manner.
I had to return the car because of an oil leak after the service was completed
I am pleased we could assist if you require any further help please do not hesitate to contact us
No fuss, just replaced tyre as expected.
It was more expensive than anticipated to get a wing mirror repaired - only 2 constituent parts appeared damaged, yet I also had to replace a perfectly good mirror glass even though it should be possible to remove it without damage.
It is regrettable this unit comes as one , we will pass on your comments to our Head Office, kind regards
Collection/loan car option would have resulted in excessive delay on a potentially serious issue. Guildford location is not good for public services
We do have a free courtesy bus if it helps at all it does run to a schedule and it also runs to your area
I am pleased we could help
That is so nice of you to say I will pass on your response to the team
I am pleased you enjoyed the experience, thank you
Great dealer, always quick, efficient and really helpful people.
Pleased you enjoyed the experience
Servicing reminder not reset. No problem information on what had been done under the service. Software or recall was required but again no information on what this was. Car valeting was not as god as it could be or has been in the past.
Please accept my apology we will contact you to arrange a free clean
Awful Service. My 90 minute service took over double the time I was told, I was kept waiting and waiting and my vehicle had damage on when it was finally returned.
We do try and stick to the workload time allowed however from time to time it can over run, whilst this is not acceptable I do apologise
The repairs took exactly 1 month. The delay was caused by the interaction between Vines and BMW Warranty, which didn't work as smoothly as it might have done as Vines endeavoured to obtain approval for the repair.
Please accept my apology we were waiting for information from BMW Germany, as soon as we received this information we carried out the work as requested
A prompt collection and return. Unfortunately the brake noise issue could not be replicated by the Technician, which is a surprise as it happens every time I drive the car. They did offer to test if I drop the car back.
I am sorry sometimes we cannot replicate the fault, therefore we cannot resolve the issue, I am pleased we have agreed to fix it again moving forward
All very nice and helpful
They were quick to answer any questions that I had and managed to fit me in with short notice.
WE will always try and accommodate where possible I am pleased this worked out for you
Up until this last service, they would have been rated completely satified, but they let down after this latest "sevice". Details in next section as insufficient characters in this section.
Fault still present
Very long delay in waiting for car
They were prompt to the point and considerate.
professional approach from personable staff. Accurate assessment of waiting time for service to be carried out.
Aside from service other issues dealt with very satisfactorily and good contact maintained with me as to status etc
Not the cheapest servicing cost but still competitive. Service received always quality standard.
Plenty of models to snoop at whilst waiting plus the bonus of having the motorbikes next door
The client facing staff are very helpful and accommodating and the car always comes back in a much better state than when we drop it off!
The level of service from reception to the service department is very friendly and helpful
Sometimes feel that you could be more pro-active in "reminders" about MOTs / servicing etc. Really don't want multiple e-mails etc but a few to the point reminders would be useful to jog my memory.
Vines which was not regular bmw dealership found a slot to deal with an issue that could have caused significant damage to our car. The repair was carried out quickly but as said above, I received no feedback on how this issue occurred.
As in question 1
Friendly efficient service.
Always helpful and friendly
Availability of service dates, loan car, excellent initial communication (Berni Smyth) regarding my MOT dates etc. Great contact from Berni and Natalie re updates whilst my car was having warranty work carried out. Car returned clean and on time.
Did what they said they would do - called me to explain an issue, described the problem, sorted it ! And the car is returned valeted.
Good service. Trust the team to do a good job. Friendly team. Nice area to wait whilst service undertaken with coffee and WiFi.
Same as above no issues all very easy
The clutch needed a thorough inspection and commentary as to how it should be best performed. The clutch which was extremly heavy now performs better but still heavy for frequent gear change. The accellorate too feels heavy. Why wan't I told this?
Excellent in every respect
They appeared to do everything they could to help me.
Love the shuttle service to Woking Train station.
Carried out works as offered,I'm satisfied.
Helpful staff who actually seem to enjoy their jobs...rare these days...!
Service was good, it took longer than planned due to the USB map update so my car didn't get cleaned.My bug bear is that I have a blocked filter on the washer bottle which I was quoted £150 to have cleared - this is a known BMW problem - NOT GOOD :(
Change of plan required home delivery of car at short notice - no problem.a
Went in to fix a rattle and the rattle is now worse
Please refer to previous comments
Helpful friendly staff. Prompt efficient service.
Depends on other people's location
staff were professional and helpful.....£180 for a lightbulb seems excessive hence 4 stars
They continued to work through the issue until it was solved
Service consultant could've been a bit friendlier as I approached him.
All the staff I came into contact with during the resolution of my issue were professional, happy and courteous.
Friendly and efficient. Cost for new front wipers seemed a bit excessive
Old car, no problems, hurrah!
My visit was only to have new number plates made up but I could not have been looked after better by James in Service and the Reception staff.
You did a good job without any fuss.
The dealership has a positive atmosphere the staff are constantly polite and courteous and I have the perception that they care about the service they provide rather than just seeking to maximise profit.
Professional, efficient, friendly, get the job done.
James sorted a problem very well
Excellent service and very nice people to deal with
You fixed my tyre and made it as painless as possible
No issues. Quick processing, service, end of warranty check and MOT all done in quick time
Efficient, knowledgeable staff in a prestige environment
Everything was extremely professional and efficient. One area for improvement would be: Petrol - If you charge me to fill the tank then do NOT deliver it 3/4 full...petty and a huge mistake during the "final mile" as everything else was perfect
Sales manager was patient and made constructive suggestions without pushing me.
Thank you enjoy your car!
Nice experience. Relaxed and comfortable.
Thank you for your recent response and may I take this opportunity to thank you for selecting Vines Guildford for your purchase
Can't really think of anything that could have been done better.
I would put this particular experience as being the most enjoyable (and expensive!) one so far. Nima Negarandeh was incredible and did not give us the hard sell on the insurance products which has been a frustration for us at other BMW dealerships.
Thank you for your response and I will pass this onto our team, and whilst responding thank you for your new car order
The purchase of the car was made but then the required car was not available. Searched for other cars but not to my spec. One compromise finally found only to find that the finance deal was not transparent
Eric Wickham great , helpful salesman. Nothing is too much trouble for him!!
Thank you so much for your loyalty to our business it is appreciated I do hope you enjoy the car
Very pleased overall
Great news thank you for the nice comments I do hope you enjoy the car
Richard was brilliant - kept me updated throughout the process. Planted the seed about climbing the BMW ladder over the coming years!!!! M240i next!!!
Thank you I do hope you enjoy your new car
Your representative Philip Hinds was always helpful and patient, and would always take the trouble to find the answers to my questions.
Thank you for your positive comments regarding our Centre I do hope you enjoy your new car
Pretty straightforward overall.
Glad you found us easy to deal with I hope you enjoy your car, if we can assist further please do not hesitate to contact us
Nima at Vines Guildford is a prime example of going the extra miles for the business but keeping the customer to heart. First purchase from Vines and Nima. I came to Vines purely because of him as recomended by a family friend. Id return to him.
Thank you very much for your positive comments
See previous comments, good product supported by attentive sales staff and flexible to suit my requirements.
Please accept my apology about the parking we are working hard to resolve this
the people are great, the coffee is good and above all its a great experience
Pleased you liked our business and of course the wonderful coffee!
Always good @. Vines Guildford
This is the 4th new car I have purchased from Tony Genn. He is highly efficient and makes the process easy for me as a buyer. People buy from people whom they trust and respect, please pass my thanks to Tony.
Tony has been with us for years and I would like to thank you for your loyalty to our business
Richard and Megan Thomber were extremely helpful thought out the process and Megan is a real asset to the dealership. Great experience. Always willing to accommodate requests.
Thank you I will pass on your comments, I do hope you enjoy your new car