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Very good service
Service was quick, we were kept informed throughout regarding timings and car was an ready an hour early.
The end result was fine but after being advised the car was to be kept overnight for work to be completed in the morning, I then had real difficulty establishing if the car was ready. A promised return call did not happen so I had to chase again.
Slight misunderstanding on how the car was scheduled in for work on the day.
Sorry for any confusion I pleased we managed to resolve it for you
Booked in the car, arrived on time, they took the car, the receptionist was very helpful and friendly and offered me coffee, wifi etc so I worked happily for an hour and then the car was returned and also given a complimentary clean.
All sounds perfect thank you
Car washed and all in specified time scale
Great news thank you
Helpful service reception staff and a prompt service.
Great news I am pleased we could accommodate you
i had expected the car to be cleaned inside & out. Only the outside was done and not very well. I had dropped the car off the night before but it wasnt ready for collection until close to 4pm.
Please accept my apology this is very unusual we will offer you a free clean our Reception Manager will be in touch with you.
I gave the car for a diagnostic oil leak check and the fault was diagnosed. Although I had to leave the car for a day or two, they were quite accommodating in finding the time to correct the fault, in what was obviously a tight service schedule.
Thank you for your positive response I am pleased we managed to assist you
Very good service
Thank you for your response and for your loyalty to our business, it is appreciated
although booked in very early ~ it took hours to complete the MOT. Plus for Previous repair work done some months ago ~ the vehicle not fully checked and hence incomplete repair, meaning I had to return to have this done.
Please accept my apology for the delay in carrying out the MOT on your car this was a delay on our part
Please accept our apology for the delay in processing your request we have taken this up with BMW Emergency Service in order that this is not repeated again.
They have a great service team, nothing is too much trouble, they have their own minibus that can drop you off locally and come and collect you too when your car is ready, what a fantastic thing to offer.
Thank you I am pleased you liked everything, I will ask our Reception Manager to call you in order that we can arrange for your account to be opened this will be Mr Gavin Sellen
Because when I went for a pre scheduled fitting in my car of a couple of items I was told it will take 1 hour and I was waiting there for 5 hours! It was ridiculous the service of the Vines Branch. - I want this rating to be completely dissatisfied!
I have to agree I have asked our Service Manager Mr Gavin Sellen to call you in order that this is rectified
Per above. It was ok but no better
Please accept my apology we will contact you in order for the car to be recleaned
I think the staff and service is excellent
Would of been completely satisfied except the cleaning of the car. Paint was slightly scratched down drivers side for length of both doors. Clearly a dirty leather had been used. Luckily the marks were polished out.
It is regrettable that your car has not been cleaned to a high standard I will ask our Service Manager to call you in order that this is rectified
Professional friendly knowledgeable staff. Excellent spotlessly clean showroom and toilets with good customer reception seating areas including tea - coffee and biscuits. A good range of cars on show with the added bonus of BMW Motorrad attached.
Thank you your comments are appreciatted
Again the service is excellent.
Thank you for your business
car clean and in good state
Thank you, yes I do apologise we no longer take Amex
As above - it was simply to have winter wheels changed to summer wheels
I am pleased the work was carried out to your satisfaction
Paperwork states next service due August 2018 whilst vehicle display shows May 2019. Paperwork also shows MOT expiring 2018 even though it was renewed at the time of service.
I will ask our Service Manager to call you Mr Gavin Sellen in order that this is rectified
As above and lack of updates.Car stayed in overnight , but I wasnt phoned to be told. The reason it stayed in overnight was lack of parts
Please accept my apology that you were not called this is unacceptable, I will raise this with our Service Manager Mr Gavin Sellen
Staff was friendly and professional.
I will inform the staff that dealt with you, thank you
Great customer service and usually everything gets done properly but this time my cars fault is not fixed
Please accept my apology we do operate a first time fix policy, I will ask our Service Manager Gavin Sellen to call you
All as expected
I am pleased thank you for your response to us
Professional service, helpful updates, all performed in very timely manner
The repairs were completed well but afterwards I noticed a biro mark on my leather around the key hole which I had to spend time cleaning off.
Thank you and please accept my apology for any inconvenience caused
1st class service
Thank you for the positive comments
Few issues with the car but they sorted quick and in a professional manner.
I am pleased we managed to resolve this for you
An overall excellent service, from collecting the vehicle to delivering it back, cleaner I might add.
Thank you for your positive comments they are appreciated
One improvement could have been to check for any safety car recall conditions on the day as by the time I collected the car it had a recall for the wiring loom fault. Could have been fixed as was issued at lunchtime. I now have to go back
Thank you we do check all recalls on the time of booking however occasionally recalls are released after the booking which can mean the car has to be rebooked, I will address this situation internally
Being asked to justify costs me time and money. Given the benefit to BMW UK what about a cash incentive to the customer who takes the time to give a serious well thought answers
Thank you your comments have been noted
Customer service is brilliant. Especialy bernie from services.
Please accept my apology I will arrange for our Service Manager to contact you direct to rebook you in
It is always a pleasure to go to Vines. I always wait for my car to be serviced, and the hospitality area is an extremely comfortable place to spend an hour and a half in.
That's very kind of you to say I will inform the team
All questions answered.
Natalie Baxter very helpful
Please accept my apology for any confusion I am pleased this has now been rectified
Completely satisfied. The member of your team I was served by was Natalie Baxter who was very welcoming and efficient at the time of delivering the vehicle for service. When I collected the vehicle I was completely informed as regards the service
I will pass on your comments to Natalie, thank you for the response
Always have had an efficiently and fair service from Vines.
Smooth process without much waiting around.
Thank you I am pleased you like our new opening hours we are now open 7.00 Am to 7.00 Pm Monday to Friday
I had to order a replacement mirror cap for my car and it was ready for me within 4 days of making the phone call , and that included a session in the paint spray shop.
Thank you for the response and thank you for your business
I was told it would take 1-1.5 hrs. After 2 hours waiting in the lounge area, I had to ask a member of staff for an update. I didn't feel like a valued customer.
Please accept my apology, we do value your business and I have asked our Service Manager to call you in order that this is rectified to your satisfaction
As above explanation .....simple and effective service throughout
Failure to complete work in satisfactory timescale. Failure to get in replacement tyres specifically requested when making the booking.
Please accept my apology we did have a supply issue on certain tyres this has now been rectified
In all very satisfied but my door handle is not fixed. My sensor problem also not fixed.
Please accept my apology we do operate a first time fix for all our workshop items it is regrettable this has not been achieved, we will contact you to rearrange a convenient boooking
Great friendly service, nicely cleaned car.
Thank you for your business
Technical side of the work on the car was ok, advice around features relating to what I was sold by BMW left me feeling like I was not talking to BMW. I don't expect to have to go back to the specific dealer I happened to buy it from.
Please accept my apology from time to time we do experience problems with our cars and they are covered by a comprehensive warranty
Always kept informed. Efficient and good customer service delivery.
Thank you for your business
The guy who looked after me at vines was great and provided the high level of service I would expect from BMW
I will pass on your comments to the team
As above, good service, no problems.
Fixed the problem very quickly and kept me updated the whole time.
Great news we do operate a first time fix policy
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
Please accept my apology for the delay we have passed this onto the team concerned to review
service was excellent but had to wait too long for appointment otherwise I would have been completely satisfied
I am sorry we did have a long lead time when you made your booking we have now reduced it to 3 days
Did all that I requested efficiently and on time.
Thank you I will pass on your comments
All work was under warranty so no invoice or any written statement of what was done.
Please accept my apology we do try our best to make it as easy as possible.
The job was done in good time and the job explained in detail.
Thank you for the positive response
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.
Thank you for the great response I am pleased you liked our new facilities
They were able to take my car in for the repair quickly and resolve it.
I am pleased we managed to fit you in, if you require anything else please do let us know
The service was excellent but see previous answer
Thank you !
Vines are brilliant and always have been with me
Thank you for your loyalty to our business
Because I am completely satisfied.
Great news thank you
Problem with brakes not fixed.
We do operate a first time fix policy I will ask for our Reception Manager to call you Gavin Sellen
Very friendly people.
Thank you we will pass on your comments relating to RTTI
Excellent service all done within the same day.
Thank you for the great response
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.
Thank you for the response and your business
I have trust in Vines
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.
Please accept my apology for the mix up I will make sure this is addressed
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
the only downside is lack of courtesy cars so keep taking taxis when being serviced
Please accept my apology we do have a large fleet of cars however sometimes there is a few days lead time for bookings
You cleaned the car though, so not all bad!
WE always clean our customers car for them I am pleased you appreciated it !
Nathalie is lovely and should be treasured
Thank you I will pass on the comments
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 !
The sales person was understood my needs and meet them in all respects
Thank you for the great comments
A little disappointed with having to wait so long for my car. It was ordered on 15/02/2018 & not handed over to me until 11/06/2018.
Please accept my apology we do experience delays in production sometimes however our aim is to deliver the product to you ASAP,I do hope you enjoy it now it has finally arrived
Nima at Vines was excellent as usual
Thank you we will pass on the positive comments I do hope you enjoy your new car
Eric Wickham and colleagues were very pleasant to deal with
Thank you for the great comments and we do hope you enjoy the car
Friendly and warm welcome. An extremely pleasurable experience.
Thank you enjoy the new car
Car came quickly (6 weeks give or take) and Tony was very helpful and accommodating
I am pleased your car arrived early, thank you for your business and if we can help in the future please do not hesitate to contact us
Everything was arranged before I arrived so handover was seamless. Each form I signed was explained in full by the sales team so left completely satisfied
Thank you for your response I do hope you enjoy your car and thank you for selecting Vines of Guildford for your new car purchase
Richard Cromer at Vines Guildford really went that extra mile to make sure the customer experience was perfect.
Thank you I will pass on your comments and I do hope you enjoy your car
I bought 2 cars - one was written-off prior to delivery due to storm damage. While this was very inconvenient, the Guildford team immediately arranged a courtesy car and managed the situation very well.
Thank you for your response and please accept my personal apology for the delay
1] I was told 4 days before delivery the car wouldn't be in the country until 3 weeks after due date. 2] I was told 1 day before pick up the black grill ordered had not been released by UKCan't understand why the delays not advised earlier
Thank you for your comments please accept my apology for the delay, sometimes we do experience a delay in receiving items although we always try and keep this to a minimum
Efficient, knowledgeable staff in a prestige environment
Thank you for the response and if we can help further please do let us know
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
Thank you for your response for consistency we only ever put £45 of fuel in every new car in some cars this is a full tank
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