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Excellent after-sales service
Thank you for the positive response
Usually I drop off my vehicle for the whole day but in this instance I waited for the MOT to be completed. A comfortable waiting area and very courteous and attentive staff.
I am so pleased you are happy wit the level of service provided
I was completely satisfied as usual apart from being given a loan car that already had the fuel gauge light on/approx 40 miles worth of petrol. I only drove 24 miles home & back but still had to replace fuel as gauge went down to 10 miles. Stingy.
Thank you we hand all our loan cars over with 40 miles of fuel this is usually enough for the client, please accept my apology for any confusion
The service advisor, Natalie is the most efficient,professional and pleasant service advisor I have ever met. She is a credit to Vines BMW.
I will pass on your comments to Natalie, thank you
Frank was amazing very helpful and car done on time. Never been more impressed with the service.
Would have been 5× but for cost of new tyre replacement as £60 more than at Kwik fit!
We do price match all major suppliers, we have to too remain competitive
Vines provided me with an automatic courtesy car as requested.They rang me when my car was ready and picking my car up was quick and problem free. Everyone I spoke to was friendly and helpful
All sounds like it went smoothly for you, thank you for your business
Work done as expected, professional presentation, only downside was the price and spurious items such as what appeared to be a charge for turning up, dont recall the wording.
Apology for any confusion we do explain all our charges on our invoices
Nothing wrong with the service but steering wheel was greasy and sticky on the return. I don't want this to reflect on Phil Hinds as it was nothing to do with him and he was so helpful collecting and returning the car - thank you.
Your comments are noted thank you for the feedback
It took far too long to do an MOT and brake fluid serviceand I had to chase them up.
Apology we did experience a delay on this day,
Service booked in and carried out efficiently. I was called to let me know the car was ready.
Great news enjoy the car and thank you for your business
I had video evidence to support my report of the problem. However, as the diagnostic didn't report any problems, I was charged for this and left with the car still exhibiting the same problem if booked it in for! (took another video a few days after)
Sorry for any confusion, we always provide a video of the fault in order for you to make a decision if the work needs to be carried out or not
Everything good except the timing. I was told 1.5 hours for an MOT but it took nearly 2.5.
Sorry that's not acceptable the MOT should take 1.5 hours , sorry for the delay
Professional service and also very good communication. car was not washed up to good standard after service so that is way im not giving 5 stars
Sorry the Service Wash was not up to standard this has now been rectified moving forward
The work was completed speedily and efficiently
Thank you for the great response
Good service from start to finish
Thanks for responding I will pass on your response to the team
Friendly and efficient. I was under the impression I was going to be emailed a video of the vehicle survey to compare against the technician's findings but never received this
I can see form our system the video was sent but not opened, please accept our apology for this
Hassle Free and very friendly
Superb, thank you for the great comments
All was finished on time, faults sorted and the car spotless!
Great news we do operate a first time fix process I am pleased this was achieved
Benefited from discount vouchers and car returned nicely cleaned
The discount vouchers are new I am pleased you found them useful
I was kept informed as to what was happening at all times
Glad we kept in communication with you and it all worked out satisfactorily
Care given to my vehicle and communication of its requirements and progress.
Glad you liked the Service video thank you for selecting Vines Guildford for your Aftersales requirements
Friendly and knowledgeable staff who are always looking at ways to help. Accessible and easy to use services.
Thank you we do like to make it easy for our customers I am pleased this has been achieved
My replacement tyre was sourced quickly and the car cleaned before collection.
Thank you for the nice review and I am pleased we rectified the tyre fault for you
I was expecting a call back and didnt get one.
It is regrettable we do not accept Amex, this is a company decision, please accept my apology for any inconvenience caused, we do accept all major credit cards including bank transfers and payment by telephone banking, I hope this helps
Pleased it was all sorted
The problem was resolved completely
Thank you for the review
courteous service team. speedy service.
Thank you for the great response I will pass this onto the team
Disappointed how long it took to resolve the issue (~1 month). I was the one ringing Vines to push for resolution (Parts arrival/appointment to fix). Maybe taking out the service plan with vines was a mistake? Time will tell.
We do operate a first time fix policy it is regrettable this has not been achieved on this occasion please accept my apology
Although the software was reloaded, the issue of the idrive (satnav) fading in bright daylight still exists. It's not what Vines did which is the issue, but the operating system is way too sensitive. My older BMW did not do this and was much better.
Please accept my apology for any inconvenience caused, this is a feature of the new satnav system
Everything was completed satisfactorily.
Parts and Body shop - Friendly staff who went out of there way to help
I am pleased this was resolved for you to your satisfaction
As far as I know, all was done well, according to the check sheet, with tyre tread depths fed back on that sheet.
Sometimes there is a waiting time for our collection and delivery we are looking to resolve this in the near future
4.5 rather than 5 stars because the overall feel is very corporate and slightly intimidating - 25 years ago I had a personal relationship with the staff in the BMW dealership; now I am just a blip on a computer screen.
It is regrettable you feel like that I will personally raise this with the Service Manager
Fast and efficient
Please accept my apology I will arrange for someone to call you to discuss the pricing
One call not returned
Please accept my apology that is simply not acceptable I have briefed the manager concerned
arrangement for service completed as planned and car returned thoroughly cleaned.
Thank you for your business and we look forward to seeing you in the future
All very efficient & we were kept informed of what was happening to the car & when the work (under warrenty) would be completed.
That's so kind of you to say, thank you for your inspiring comments
Car well serviced and presented. Friendly and helpful service agent
Thank you that's great to hear
Everything was carried out as discussed.
This is a new system which we are piloting I have taken note of your feedback and will action some changes
Routine service with no apparent issues. Original rating 3 because requirements did not seem demanding but was persuaded to increase this.
Thank you for the great response it is apprecaitted
My car felt completely different in a good way after the service, very satisfied!
Thank you for your response, and I am pleased your car feels different
All my dealings with Vines have been positive
I will pass this onto the team thank you
I chose to wait at bmw premises whilst first major service was carried out. This was no hardship with coffee available and comfortable waiting area.
Thank you for the great comments they are appreciated
Car ready on time, all problems fixed no dispute
Thank you for the great comments
When booking the car in I was offered a ride home, this was reiterated on the call the day before but at no point did anyone tell me this was a shuttle bus which left at 8.05am therefore I missed it when I arrived at 8am. Better collocation needed.
Please accept our apology we do run a Bus service to a tight schedule, it is regrettable you were not informed of this
It all happened much quicker than I expected
Thank you I will pass on your comments
The person booking my car in for a service was exceptionally helpful, very informative and nothing was too much trouble.
That's great thank you for your response
There was a difference in pricing between my initial phone call the previous week and on the day. I was told that the staff would listen to the recording of my previous conversastion. I did feel at that point that I wasn't being believed.
Thank you for the response I have asked our Parts Manager to call you in order that we can ascertain the problem with the plates, regards
The service while you wait took longer than the 1hr 30 I was told
Please accept our apology for the delay
Completed the work within the time frame outlined. Communicated clearly.
Great news thank you for your custom
Easy to deal with and everything dealt with on time
Thank you for the positive response
Everything is so straight forward from booking to collection , the only moan I've got was the loan car was a bit dirty inside .
Please accept my apology for the dirty loan car this is just not acceptable, we will take this up with the valet team
Communication from the garage was good but had to chase for updates a number of times. Only one member of service staff available when collecting the car meant queuing to collect the car
Please accept my apology for any inconvenience caused to you we will address this moving forward
Staff always pleasant and helpful
We do invest a lot of time in training our staff it looks like it has paid off, thank you
That's very nice to know thank you
Professional on time good product information and excellent sales staff to advise on new cars
Thank you I do appreciate your comments and your business
The after sales team are amazing especially Natalie, who went above and beyond when I was blocked in by another customer. The team made sure that I had my car back when I needed it.
Thank you great to hear such a nice personal story regarding your car
Service & MOT were carried out well. Only issue was that when the car was cleaned the steering wheel was very dirty & the Service Advisor had to come out to the car & re clean it.
Please accept my apology, this is very unusual I will ask our Reception Manager to call you in order that we can valet your car !
Vines Guildford always provides a brilliant service. Over the years, we have built up a strong relationship with our representative, Eric Wickham, and he never fails to deliver an excellent, very personal service.
Thank you I will pass on your comments to Eric !
Warm and friendly people / atmosphere
Thank you for your loyalty to our business I do hope you enjoy the new car
A smooth procedure and I cleft the garage very pleased with myself with the result. Much better than two such transactions with Mercedes!
Thank you I will pass on your comments to the Sales Executive involved Phillip Hinds
Everything thing done perfectly and quickly
Thank you enjoy your new car
The experience was great - but the delivery of the car was somewhat delayed
Thank you for the positive response
I was not given a full tank of fuel as mentioned in the paperwork.
Thank you for your response we do only put £40 of fuel in each car in some cars this is 1/2 a tank in others it is 3/4 of a tank, I apologise for any confusion
Kept up to date at all times and time taken to run through all aspects of car controls and features.
Thank you for the great response I do hope you enjoy your new car
Excellent customer care, worked hard to secure the target deal set
Thank you I hope you enjoy the new car the specification looks stunning
The process was very efficient and I was completely at ease knowing my needs were being dealt with in good hands.
Thank you for your response I am pleased you found the experience to be pleasurable and we look forward to seeing you again soon
Richard Parker is brilliant
Pleased you enjoyed our coffee and you also happy with the level of service received from Richard Parker, I will pass on your kind words to him. Your new car looks great in specification I do hope you enjoy it, and thank you for purchasing from Vines Guildford
Choosing all the extras for a new car was quite daunting. I had been used to electric seats and didn't realise how important this was to me. Perhaps your salesman could have pointed this out to me at point of sale.
We do operate an electronic communication system I will investigate why your messages were not passed on, please accept our apology
Listened to what i wanted and delivered!
That's great news I am pleased we managed to find the perfect car for you I do hope you enjoy it !