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SALES
5.0SERVICE
4.5Our 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.
315 ratings and 162 comments received in the last 90 days.
24 April 2024
Excellent advice on models and options, we got the impression that everything possible was being done to help with the purchase, keep us informed during the build, and make the handover experience an extremely enjoyable one.
22 April 2024
Rob Spencer, the sales adviser I interacted with the most was extremely helpful, knowledgeable and provided regular updates. The service was exceptional, from collecting my trade in to offering me a lift home when there was a delay with BMW finance.
22 April 2024
All our questions were answered promptly
18 April 2024
My experience was extremely good. I was provided with a test drive. The price I was quoted was good and a printout provided for me to review. I felt the salesman was supporting my choice of car and options without being pushy.
31 March 2024
Easy to deal with
30 March 2024
Amazing level of service, quick turn-around times, even out of hours and on days not working
27 March 2024
Sales staff could not have been more helpful
26 March 2024
Had a very easy purchase and collection with Eric Wickham, he was very easy to communicate with and kept me updated throughout.
26 March 2024
Excellent and professional service and comprehensive knowledge of products.
25 March 2024
Very satisfied! Everything went incredibly smooth!
24 March 2024
Lee went out of his way both during the purchase and when we collected the car, we felt we were provided with a very personal touch.
21 March 2024
Everything went well, I got the car sooner than expected
18 March 2024
Being a loyal customer having the 4th car and a bike from there in 4 years, expected a better deal, esp. on part exchange. Hence the 4 star.
15 March 2024
Excellent purchasing experience with Sasha Good at Vines of Guildford. Sasha listened and delivered with great care and attention to detail.
13 March 2024
I was completely satisfied. Todd Loan, who was our initial contact, has been very helpful, and efficient throughout the whole process. Rob Spencer was also very helpful with the delivery.
11 March 2024
Eric Wickham was most helpful at all stages. His long experience with BMW was invaluable in helping us decide which model, optional extras & colour. Paperwork was clearly explained and on delivery he ensured we were confident with the car's equipment
04 March 2024
Fast, efficient and friendly.
03 March 2024
Everything was like clockwork and Eric Wickham was excellent, keeping me informed all the way through the process.
01 March 2024
I was not kept waiting and was very well looked after
27 February 2024
Good communication and service.
27 February 2024
Quick delivery and handover
26 February 2024
Good communication during the process. Car set up exactly as requested.
26 February 2024
Completely satisfied. Smooth process. Great communication. I felt confident that they would deliver.
22 February 2024
Rob was always quick to answer and anticipated questions i havent thought of. Helpful without pushing and flexible when i wanted to change things around
22 February 2024
When collecting my car everything had been completed and the customer journey was faultless.
22 February 2024
As already said
22 February 2024
Speedy process and smooth
24 April 2024
When I got into my vehicle after it had been serviced they hadn't turned the service warning message off. This is the second time I have used this dealership for a service and this happened on both occasions causing me to be delayed.
24 April 2024
Diagnosed my engine forbore. Called me and checked every step of the way. Very professional
24 April 2024
Very satisfied
22 April 2024
The service team knew what I needed for my MOT and service check-up. they also demonstrated flexibility when I needed additional things sorted like front Tyre replacement.
22 April 2024
Great communication throughout.
22 April 2024
Alex and Blake fantastic customer service
20 April 2024
Service was excellent however small issues with the car cleaning because the car wash left a rear reflector loose and also one of the bmw logos came off my alloys .. in my mind someone should have called me and asked me if I wanted these addressed
20 April 2024
Ease of doing business, accurate information and prompt email responses from Sam
20 April 2024
Always a pleasure to visit Vines
17 April 2024
Quick and Simple
16 April 2024
Having got the car to Vines for 08.00 as requested, I was told that it would be ready by lunchtime. I rang at 1pm only to be told that diagnostics aren't carried out until the afternoon, causing me problems with transport.
16 April 2024
Service was ok, see above commentts
16 April 2024
Very good facilities and from service adviser.
16 April 2024
The issue was getting a second driver profile to show in the car and set up. The instructions in car, in the manual, on-line and staff knowledge was not adequate. A new step by step guide covering the interplay between BMW App and the Car is needed!
16 April 2024
Ed & Alex dealt with my M4 to perfection, will be back for my other cars
16 April 2024
The customer service wasnt very good considering i booked my car in and it cant be serviced that booked day as they are to busy. Whats the point in booking a car in for that day if they are to busy. And need it for the following day.
15 April 2024
The booking is tied to 1 person. If the person is not there, no one else wants to take over the query. Being obliged to email that 2 person and wait for a reply is not satisfactory.
15 April 2024
Very helpful to be sent a video about your car and want needs to happen.
14 April 2024
Helpful, polite, easy, professional
14 April 2024
Impressed with your service
11 April 2024
Polite and very helpful staff. Nice environment and coffee. Comms to pick up vehicle were good.
10 April 2024
Efficient, friendly and great coffee while waiting!
10 April 2024
I was particularly pleased with the service and communication and would single out Alex who is always clear and straight with his communication. I think he is a good chap who is good at his job and good with me the customer.
10 April 2024
While there the experience was excellent. The time taken by the BMW Group overall to fulfil the air bag safety recall was woefully long. The time slots available were difficult to fit my schedule, i.e. no "late pm" wait appointments.
10 April 2024
Service advisor "Mariah Morris" need to be credited here as she communicated the issues, timeframes it takes to fix transparently and helped with a curtesy car in short time when the repair was taking more than intended time.
10 April 2024
Detailed explanation on what was done on the car and what is the overall status of the parts.
09 April 2024
Very clear communication and everything went smoothly
08 April 2024
Scott Langley was outstanding and nothing was ever too much trouble. Everybody we came into contact with was so helpful
07 April 2024
I had two cars serviced recently and it was efficiently dealt with for both.
07 April 2024
Completed quickly, good service and complimentary wash.
05 April 2024
Helpful staff Efficient team throughoutv
05 April 2024
Gave car for full service & check. Was advised to fix bumper scratch, idrive stiffness but later noticed engine light still on. Returned, now booked for diagnosis. You had car for full day and you prioritized bumper scratch over engine warning light!
04 April 2024
Car had a few things that were fixed which enabled us to drive to Cornwall on our holiday.
04 April 2024
Vines did everything required
04 April 2024
Car checked out for reoccurring fault re drive train but unable to resolve
02 April 2024
Very good support from Mariah
02 April 2024
Work is a good standard, it seems expensive though.
02 April 2024
Straight forward to deal with. Booking easy via app. Good feedback on status.
31 March 2024
Efficient early morning check in
31 March 2024
Everything I expected of the service provided.
30 March 2024
I waited over a month for my appointment so that I could have a BMW loan car as I was looking to buy one this year. I was told that a BMW loan car was secured for my appointment. On arrival. I was given a Mini which was incredibly frustrating.
30 March 2024
Service and MOT completed to my satisfaction and in good time
29 March 2024
All done as planned plus extra work and in the original time frame.
29 March 2024
Always greeted with a friendly smile
26 March 2024
Great communication and kept up to date along the way
26 March 2024
Everything ran smoothly, I liked that a video is done for the service so I can see everything is being checked. Polite and friendly staff.
26 March 2024
Vehicle Health Check video sent was rushed and sound quality difficult to understand.
26 March 2024
Very helpful - no time issues - valeting could be improved however hence 4 stars
26 March 2024
Very polite and great service
26 March 2024
I was kept informed on progress of the service. The staff inspected and also returned the car having cleaned it.
24 March 2024
All work completed as per quote without any additional items being added
24 March 2024
No nonsense service
24 March 2024
It would be very helpful if you offered a shuttle service to Guildford station.
24 March 2024
No issues
24 March 2024
Professional and friendly customer service. They completed the job on time and provided a comfortable environment to work while waiting for the job to finish.
24 March 2024
First Class Service
23 March 2024
Service Management was good , car was fixed, communication was good, The main issues were the length of time to fix, aggravated by the delays in not stocking parts in the uk. This did not affect me as I have other cars, an E39 and an E46.
21 March 2024
Analysed the problem (although yet to be proven solution) and understood the issues
21 March 2024
I was able to work at the garage whilst car was being serviced and everything was great. Good experience
21 March 2024
I was greeted by a very friendly efficient receptionist and introduced immediately to my service advisor.
20 March 2024
Everything was done according to plan.
20 March 2024
Although my vehicle was just in for a routine check up I was kept updated on progress, video of the process and follow up by the service agent during and at the end. The comfortable waiting area and refreshments provided reflect the quality.
19 March 2024
Very satisfied with cost and services
19 March 2024
Staff happy to help
19 March 2024
Thank you Steph and
19 March 2024
Very good service love that I can book an appointment and wait.
19 March 2024
Great customer service by your collegue Mr Sydney Koen in parts department.
18 March 2024
Everything seems expensive. I can't fault the work or the service team - they are friendly and helpful. however trying get through on the phone is difficult.and if you say you are going to clean the car after the work then you should do it.
16 March 2024
Alex was professional and friendly
16 March 2024
Very satisfied with the mirror change BUT when the car was cleaned whoever cleaned the inside of the windscreen interfered with the dash cam. I found the connection to the rear dash cam was pulled out and the usb card out, both need pushing in.?
16 March 2024
Tracy was very professional and the work was completed to a very high standard.
15 March 2024
The post service text from engineer was good but should include collection time Valet service was far from satisfactory
15 March 2024
Friendly efficient service
14 March 2024
Everything was completed for the agreed price.
14 March 2024
I realised when I got home that my car had not been cleaned properly inside and considering the price you are bagging at BMW for a service I would expect a full clean.
14 March 2024
Just right
13 March 2024
The guy I dealt with did his best to sort the situation and come to a resolution. However I am left feeling distrustful of the Vines pricing structure.
12 March 2024
Great service, loan car was quite dirty inside.
11 March 2024
Vines in Guildford are an exceptional team who consistently provide great customer service, along with a friendly manner and conscientious and trustworthy car maintenance and repair. Blake and the wider team are an absolute to pleasure to deal with.
11 March 2024
Super efficient service. No waiting around. Love the online check in system.
11 March 2024
Michael Stiff was a great help with clear communication and helped answer all questions for me
11 March 2024
Very well organised and helpful.
11 March 2024
Professional and helpful staff.
10 March 2024
I love
10 March 2024
I was completely satisfied
10 March 2024
Very satisfied
10 March 2024
courteous, kept me informed and explained what wa srequired. Gave me a choice whether to fix brakes now or later
10 March 2024
No problem whatsoever with the service I received from Vines, very professional
09 March 2024
Good customer service and care
09 March 2024
Service performed well and exactly when agreed
09 March 2024
Fast and proffesionals
07 March 2024
Everyone is curteous and knows their job.
05 March 2024
From beginning to end every part of the experience was 10/10. Friendly, professional, advisory and a free coffee whilst I worked in a very comfortable environment.
05 March 2024
Service was prompt. Nice environment to wait. Friendly staff
04 March 2024
My car was booked in to time and serviced to time. Staff were courteous at all times.
04 March 2024
Usually a five, but a small issue this time where the MOT retest was not completed and I had to return for the third time that week to get things sorted. Alex and the team were very apologetic and that was greatly appreciated. Thanks to the team!
04 March 2024
All went as expected and added bonus to get car washed
04 March 2024
Extra work was needed and completed on the same day
04 March 2024
3 trips with no successful result
04 March 2024
Great service provided by Mariah and the team. I was kept well informed with updates and costs were explained. Car given back with service, MOT , fault fixed and clean!
04 March 2024
Very helpful staff, especially Penelope who went above and beyond to help. Also gave my car a full valet and I only went in for an MOT. Lovely coffee and biccies. So grateful.
04 March 2024
All went well with such good staff.
03 March 2024
Service agent (Blake Hollands) was excellent. Technician (Lukasz Borkowski) was excellent and fully explained the corrective action required. Very upset that the front of my car was damaged possibly post the car wash.
03 March 2024
Great customer service
03 March 2024
Issue with the car when returned to me, I had to take it back but they did resolve it. Can't help but feel they should have road tested the car before handing back
01 March 2024
My wife and I arrived at Vines to be greeted just inside the door by Ed (Lamb) with a very cheerful smile. He was courteous very helpful and well trained in the subject matter, explained in simple terms what the investigation would entail.
28 February 2024
Servicce completed satisfctorily but several extra charges difficult tomjustify
28 February 2024
From booking the car for mot and service was a seamless experience. Quite happy. The only criticism is that the car doesn't belong to Graham but myself. Why all correspondence is not sent to myself is rather baffling.
28 February 2024
As above
28 February 2024
All work carried out to a high standard.
28 February 2024
All worked out as epected. Nice Staff.
27 February 2024
They reception staff make your visit pleasant from the minute you walk in. Everyone treats you like you are valued
27 February 2024
I would have liked a solution for my exhaust pipe clip that cost a lot less the £6k. although I do understand why it is that much that's not very helpful for the customer.
27 February 2024
Service completed very quickly. Comprehensive debrief on pick up.
27 February 2024
Staff are always willing to help.
27 February 2024
Warm welcome on arrival. Kept informed and coffee offered. All very pleasant.
27 February 2024
Nice to deal with an independent dealer not part of a large group
26 February 2024
The only reason it's not 5 stars is that I noticed my car saying next service is in 9 months time which was a surprise. But experience otherwise very good.
26 February 2024
Very satisfied and great customer service
26 February 2024
It went as expected
25 February 2024
Very quick and helpful, received a video explaining what was done and recommendations for the future.
22 February 2024
They are the best customer service out of all of the BMW places I have dealt with
22 February 2024
Courteous folks and although I didn't use the option, you offer a courtesy car as well as Waiting appointments. My local dealer Berry of Cobham does not.
22 February 2024
no adverse comment
22 February 2024
Took ownership of the problem and arranged loan car given that I had to travel to Oxfordshire the following day.
22 February 2024
as above
22 February 2024
Service is always exemplary.
22 February 2024
I gave 4 stars instead of 5 because the dash cam was pulled out and not put back.
22 February 2024
Car not washed. Courtesy car grubby.
22 February 2024
Car not touched until 1 hour after the booked time and left waiting with no feedback and not actioned until I asked for keys to remove to an alternative BMW dealer. Then actioned in 15 mins. Terrible service but, ....the norm for Vines.
22 February 2024
Lovely showroom and helpful staff
22 February 2024
The whole on the day experience was faultless
22 February 2024
Super happy with everything Video sent to me was useful A bit annoying that no checked the paint work despite the fact that I asked for it
31 January 2024
Check out process was very slow
24 April 2024
Sales executive listened my needs and explored options to suit them and spent a lot of time finding the right choice. He did not hurry us at all. Handover process was also very patiently handled and shown the operational information.