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Excellent welcome for while u wait running in service on M2. Shown to café area and coffee provided, car completed ahead of time. Sales exec came over to welcome me. All excellent and very efficient.
I badly damaged two tyres hitting a deep pothole one night. Vines fitted two new tires the next afternoon and picked me up so that I could collect my car - all cleaned inside and out, of course. Efficient excellent service.
Everything went smoothly, including the pick up of the vehicle.
Very professional and friendly staff. No issues dropping off the car and picking up a loan car. All three issues were resolved within 48 hours. The tape applied across the doors is creased in some areas, so not the neatest but gets the job done.
I bought my 330d from Vines of Guildford in 2002.Since that time,it has been serviced and MOT'd by them on a regular basis,their professionalism being absolutely first class.
Always friendly, helpful service - this time being no exception.
excellent customer service from Gavin and Natalie
Because I have an unresolved fault on the car.
all made very simple
That's what we like to hear a nice simple trouble free transaction
Prompt and efficient. Great staff.
That's nice to know thank you
Excellent interaction with sales team regarding a potential future purchase. The Service department were efficient, however when the car was returned the valet was rather poor with residual debris that I cleaned off myself the next day.
Please accept my apology for the valet we do only carry out a service wash however if you would like it done again that's no problem
GOOD PROFESSIONAL JOB
Pleased we could assist you !
Good service, fair price, friendly staff, bus from Vines to Woking return.
Everyone loves our free courtesy bus I am pleased you enjoyed it !
Very helpful doing everything that was requested
Prompt and pleasant service
I will pass on your comments to the team thank you
Very satisfied thank you. Your service staff were very efficient.
Great news I am pleased
Courtesy car, work done on time and everything handled well. Good communication throughout.
I am pleased thank you very much
A first class service from Vines
Everything done on time, easily arranged and the cost covered when I bought the car. Plus good coffee.
Pleased you like the coffee bar, thank you for your comments
A pleasant welcome was received upon arrival by both the centre receptionist and the service assistant. A timely service was arranged together with use of a loan car which was essential due to travel commitments.
Glad it all worked out thank you for your comments
helpful friendly staff; good service
Great thank you
Appointment arranged on same day problem reported
Thank you we will always try and fit you in where possible on the same day
Still waiting for engine oil specification sheet.
Thank you for your response I will arrange for this information to be sent to you
I think they tried to baffle me with science, but they don't seem to have fixed the underlying issue. The steering wheel still seems to be offset, and I have no way of assessing if it is any different to before!
I will ask a Service Rep to call you in order that this is rectified to your satisfaction, with regards to parking we still have two more weeks of redevelopment to go as soon as it is over our site will become less congested, I do apologise
MOT required. Job done!
The courtesy bus driver Steve was amazing so friendly. I was called at 3:30pm to say my BMW was ready. However, when I arrived on the courtesy bus it was in the queue for being washed. I was not happy as had to forgo the wash as needed to get home.
Everyone enjoys the Courtesy Bus and of course its FOC, glad you enjoyed the level of service provided
Staff were not friendly
I am so sorry to hear that I will ask our Reception Manager Mr Gavin Sellen to call you please accept my apology !
My car was in for a wheel swap. Natalie Baxter (?) spotted that my car was due for a service/inspection and organised got to be done there and then.
I am pleased we managed to fit you in enjoy the car !
Did the job with a smile
Thank you for your response and your business
on time, nice refreshments
Thank you and I a pleased you like our new coffee bar !
As ever, Natalie dealt with everything with total professionalism.
Great news I will inform the team
I took my car for a diagnostic scan, the problem detected and sorted - thank you.
I am pleased and thank you for your loyalty to our business
Vines decided this time not to price match tyres. Had to take time off during lunchtime and took car out during MOT and change them myself just cross the street.
We will always try and price match however its not always possible, thank you for your business
This was my second visit to have the ventilation fixed. Previously was unsatisfactory. On this occasion the service contact made great effort and the technician Paul came out and very politely ensured that he fully understood the problem and fixed it
I am sorry we do operate a first time fix I apologise it was not fixed the first time for you
Staff very helpful and friendly. Comfortable waiting area.
Thank you for your positive comments regarding our new facility it is apprecaitted
Although there had been a mistake with my booking which essentially meant I didn't have one. They still got everything sorted really quickly including a loan car. Mistakes happen, it's how you deal with them that counts.
I am sorry this happened although I am really pleased we solved it for you on the day
Always charming and nothing is too much trouble
Thank you for your kind comments they are appreciated
Bernie (service representative) and Eric Wickham ( Sales ) very responsive and supportive with any issues or questions that I have relating to Car.
Great news I will inform the team
Staff was helpful and courteous
I will pass on your comments to the team
Everything taken care of first time.
Thank you for your business
Overall very good but I was kept waiting about 15 minutes before being seen to on collection.
We are experiencing a small delay on handover of vehicles this is due to our redevelopment, please accept my apology
Thank you for responding to our survey
Prompt reliable service
Thank you for the positive comments
Everything ran smoothly
The lease company had not booked service in but this was rectified in a very professional way by the service team
So sorry this had happened I am pleased that we managed to fix it for you
The service booking arrangements were completed apart from two ,for which I await a booking. Everything was prompt.and so very courteous.
Thank you for your positive comments
Disappointed that exhaust recirculation valve failed at around 43000 miles due to carbonised deposits. Is this biofuel related?
Thank you this can happen its is caused by carbon deposit build up in the exhaust system, sometimes a nice long run can avoid this.
so far I have no reason to be anything other than completely satisfied with Vines
Your comments are appreciated
Kept me up to date with what was and did happen. Completed all they said they would.
Great news thanks you for your business
pleasant staff, work completed well
Thank you for selecting Vines for your Service requirements
Our car still looks new when it's returned.
Thank you for responding I am pleased you are happy with the service
Could not fix my car
Thank you for your comments whilst they are disappointing we do operate a first time fix process I will make sure you receive a call from the Aftersales Manager to rectify the situation
I find when dealing with Vines Guildford you are always the one needing to chase for updates when it has come to the sale of the car and then minor issues with the car going forward
Please accept our apology for any inconvenience caused , These items are important to us I am sorry you received the wrong impression, we simply want to repair your car and for you to be happy
Very good interpersonal skills exhibited by service staff
Great news thank you for your business
I have now used Vines on many occassions.They are always happy to assist. My vehicle has now covered 122k miles so odd things need dealing with - so this was all prepped before I took the car in and was all sorted to my satisfaction
Please accept my apology for the refurbishment work we are now only 3 weeks away from finishing !
I was called to pick up the car because it was ready, but when there I was told it would have taken another 30-40 min to have it washed.Also on check-out the clerk told me to wait to see if she could get a discount on the price but then none was giv
Thank you for your comments, we do offer some discount on certain items , please accept ,my apology this was not achieved
Had MOT planned and we flagged on the day that service light had just gone on and together we agreed to do on the same day. Max flexibility from BMW, meant minimum hassle for us.
Thank you !
Overall we were very satisfied. However, we had to wait quite a long time to pick the car up when we returned with the courtesy car. Apparently the service supervisor was walking around the dealership with my car keys in his pocket.
Please accept my apology for the delay in collecting your car, we are struggling with some of our timelines at the moment this is due to the redevelopment work on site
Because everything was dealt with in a satisfactory manner.
The staff were helpful, professional and polite but there was no clear pricing policy for the service either in advance of the service nor on the day of the service.
Please accept my apology for the pricing structure this information is available and clearly detailed on our websites
I rang to book an appointment as the car was not drivable. As soon as the car was towed to Vines , work began quickly and efficiently. Both the service rep and engineer kept me informed and I had the car back promptly in 2 days.
Thank you for your positive comments
The service adviser was very friendly and helpful.
Great to know , thank you for your business
Service completed very efficiently, car cleaned and questions effectively answered
Your comments are appreciated many thanks for your loyalty to our business
Work completed on time
Thank you I am pleased that we have managed to schedule the work in the agreed time for you, thank you for your business
Everything completed in good time. Despite some reconstruction of the centre the staff did a great job of keeping up the quality of the experience. It was necessary for me to specify really tight completion times and this was met perfectly.
Thank you for your comments, we do apologise for the reconstruction work this will be completed in May 2017
The garage were able to deal with my problem and arrange a warranty repair for most of the work.
Hi Mr Goddard, if it's covered by our warranty, we'll claim it through our usual warranty procedure with no inconvenience to you. Thank you.
Quick service and car cleaned inside and out (very good job it was very dirty)
I am pleased you liked the FOC service ash and it was to a high standard
Vines were accommodated me at a convenient time as a waiting customer at short notice, and made me comfortable with delicious hot chocolate available. The car was cleaned and valeted. The service itself seemed thorough and the car is working well.
Please accept my apology I apologise we showed no compassion I will address this with the team
Polite and fast service
Thank you for your response it is appreciatted
Great service and great staffNema at Guildford vines always excels in providing the best service
Thank you for your positive comments and thank you for your loyalty to our business
That's nice to know thank you
Natalie was charming, sitting and reading my favourite paper was no chore while I was waiting the short time for the service to be done and I left having every confidence in my car as you had done the service.
I will pass on your comments to Natalie Thank you
All staff members very polite and helpful, service was done very qucikly. My car was cleaned.
Great news thank you for your business
Good service from Bernie and the team
Thank you great news, if we can be of any further help please do not hesitate o contact us
Booking easy, staff friendly and helpful, work explained fully, work completed as quickly as I was told it would be, bill explained, work was well done.
I am still unhappy about the warranty claim issue with LJ63ZBD.I am trying to resolve this through BMW UK with your support.
Thank you for your response and please do let us know what help or support you require and we will help where we can
I gave the car in for a service plus checking a clunking sound with right front suspension but this could not be found. The sound/problem is still there plus I've hear many 3 models seem to have this problem.
Please accept my apology I have asked our Reception Manager to call you in order that this is rectified
Excellent and Friendly service from staff. One job not attended to although not a critical item nevertheless a niggle fault that was not addressed and I forgot to ask about it when collecting car otherwise very good experience.
Thank you for the response and your business it is appreciated
I do not believe that Vines is trying to be cost-effective. If this is the true cost of servicing BMW, I will never buy another one
We will always price match on our servicing and all service plan pricing can be found on our website, I do hope this helps
Service was carried out efficiently and was ready as promised while I waited.
I will pass on your kind comments to the staff, thank you
The car was returned with some light surface scratches to the passenger door.
Please accept my apology I am aware this has now been rectified.
The staff are very welcoming. They kept me informed about the repairs needed. A discount meant the costs were lower than I had feared. The car was cleaned inside and out.
Thank you glad you like our new opening times 7.00 Am to 7.00 PM Mon Fri
All went to plan helped by excellent communication from sakes person
good advice getting me the right car
Nima Negarandeh was very attentive and knowledgeable, he made the whole purchasing and collection process enjoyable. A credit to Vines.
Excellent customer service
Easy, well explained process. Good customer relations.
That's great to know thank you
Advised at all times on the status of my order.Sales executive always available with any queries , friendly and attentive.Nothing too much trouble.
Thank you for the positive response relating to our Centre and may I take this opportunity to thank you for your business
All done in a very professional manner
Great news enjoy your car
From the reception to the salesman Eric, we were immediately welcomed in and were given time without an appointment. We were looking to buy an Audi but the service was so bad we walked out. BMW had our service instead.
Thank you for your kind comments and thank you for selecting the BMW brand, welcome to BMW. If I can help with anything at all please do not hesitate to call me
Thanks for the response
The dealer representative was very open responsive and helpful. The deal was set out clearly and did not require lengthy haggling. I was kept informed of process during the delivery process and the collection of the vehicle was made enjoyable
Thank you for purchasing your car from Vines I do hope you enjoy it !
josh and the team at Vines were incredibly helpful from the first cold call, through to the test drive, advising on specifying the car and managing the delivery process. most excellent service
Thank you I am pleased we assisted you with your purchase the specification looks really nice I do hope you enjoy your new car
Professional and helpful sales advsior
Professional and friendly service
Thank you for your positive comments and I do hope you enjoy your new car
Very happy with advice given about vehicle and choice of options to tailor for us
Thank you for selecting Vines and I am pleased you like your new car
Tony the Sales Executive made the whole process a smooth and enjoyable experience.I was very impressed with the emails that informed me the stages of my car from entering production to being delivered to the BMW centre - great service
Thank you for the positive response we do hope you enjoy your new car
All ran like clockwork and made all the more plaesant by Steve Chambers at Vines Guildford.
Thank you I will let Steve know ! I hope you enjoy the new car
The service was brilliant from Tony Genn, Sales Asst. he sold a car to our daughter too and we came to him on her recommendation - very happy.
Thank you for your loyalty to our business it is apprciatted
I would have given a score of 5 out of 5, but the handover of my vehicle, which was scheduled for 15th April was delayed at short notice because BMW UK were unable to deliver the car in time to the dealership.
Please accept my apology sometimes we do experience delays in deliveries, I do hope it didn't ruin the experience for you
From the moment we walked through your showroom doors we felt very welcome, it was bank holiday weekend and busy, we didn't have an appointment, yet your host still got us in front of a salesperson, whereas VW turned us away as too busy!
W will always try to accommodate our customers I am pleased you purchased your car from us and we do hope you enjoy it ! Welcome to BMW
The Sales agent was very polite and patient (all through the back and forths, going through the options) and remained keen in serving us. He provided answers to all enquiries and even called in a colleague when it was necessary.
Thank you I hope you enjoy your car
I was treated well, kept informed throughout
I am pleased and thank you for your business
Dealt with Richard Parker who was superb. Very professional, efficient and knowledgeable. A pleasure to do business
nima the sales consultant dealt with all aspects of the transaction with a caring and professional approach throughout.Helpful also on a personal level in dealing with getting the best insurance quotes et al.
Thank you I will pass on your comments to Nima
Good service, everything was very well streamlined, no issues.
Thank you for your honest feedback
The whole service from start to finish was excellent
Thank you for your positive comments
I'm just enjoying the car. The three cylinder has great sound and very punchy for its small size. Just right for city driving and economical.
Glad you are enjoying your new car the specification looks amazing ! Thank you for your business
great sales rep... only issue would be that they need a better system to give you a more accurate date on delivery... the date moved a lot which made it hard to plan picking up and selling of old car.
Thank you for your business, please accept my apology for the delivery date moving from time to time this can happen depending on the availability of options selected.
Friendly and helpful on every visit. Josh approached us early to help us chose a car with great knowledge of the range. Contact through the build process and up to handover was great.
Thank you for responding I hope you enjoy the car
Everything was done with a minimum of fuss and to the stated timescale. Good planning meant everything was pre-arranged to a realistic schedule and so there were no delays in the delivery or my taking ownership of my new car.
That's great thank you for the great response enjoy your new car !
All very easy, felt the part ex price should have been better than competitor quote which made disposing of existing BMW more time consuming
Thank you for your comments which have all been noted, may I take this opportunity to thank you for your business
Car was in an awful state at handover. Sales person was good. Im not pleased that the car was sitting at a building site for a week.
Please accept my apology for any inconvenience caused, I will ask our Sales Manager to call you to rectify this for you
Helpful sales assistant. Clear information. Regularly updates re delivery etc
Thank you and enjoy your new car it looks like a great specification
car delivered on time to the spec I wanted
Thank you for you business and I do hope you enjoy your new car
Communication was extremely poor throughout the build stage. On each occasion I had to request an update. The car was built to a different specification and arrived with damage to the dash which has yet to be rectified - 2 weeks after delivery.
Thank you for your comments please accept my apology for any inconvenience cased I have aske the Sales Manager Ian Hughes to contact you in order that this is rectified to your satisfaction.
Paul was brilliant, kept us updated at all times and couldn't have been more helpful or accommodating. I changed the transmission to automatic after originally deciding on a manual and it was very easy to contact him and talk about it.
Thank you for your business I hope you enjoy the new car I will pass on your positive comments to the Sales Team, kind regards
Thank you for your comments I hope you enjoy your new car !
Josh Morris and the team at Vines were, as they have always been, very professional, well informed and a pleasure with whom to do business.
Thank you for the positive response it is appreciatted
Good communication at all stages. Eric Wickham was extremely helpful and a pleasure to do business with
Thank you for your business I will pass on your comments to Eric
Staff were very helpful and I got the car I wanted
Great news thank you very much for your comments
Disappointed at the knowledge of the sales agent and the lack of specific knowledge on such matters as BMW Connected drive facilities. Handover of vehicle felt somewhat rushed.
Thank you for your response please accept my apology I will arrange for you to have a second handover
Good customer service. Nima was helpful in answering my questions and looking after my experience as a customer.
Thank you I will pass on your comments to the team, enjoy your new car
Eric and the team at Vines BMW Guildford were very good from start to finish and Eric knew his stuff and the product exceptionally well. He went the extra mile. Thanks to Tabs in Finance too.
I am pleased Eric went the extra mile I hope you enjoy your new car !
Unfortunately, Vines Guildford were going through a major refurb so the handover location at the back of the carpark was a little disappointing but as there was no showroom available, this is understandable.
Really sorry about the refurb it will be finished in 8 weeks time, we do know its not ideal however I appreciate you patience
Knowledge of the carEfficient every step of the wayFriendly Helpful and after care is exceptional
Thank you and enjoy the car !
During selection process very satisfied, at collection showroom was being refurbished
Thank you only 8 weeks to go and the refurb will be finished, I will make sure you are invited to the opening
Everyone at the BMW centre was friendly and helpful
We do try to be as helpful as possible even though we are going though a major refit !