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Lewis Reynolds

General Sales Manager
  • Department Sales

Paul Bolger

BMW Used Car Sales Manager
  • Years at the dealership 6
  • Department Sales

Megan Thornber

Business Manager
  • Department Sales

Richard Croker

Business Manager and Motability Specialist
  • Years in the industry 3
  • Department Sales
  • Hobbies Socialising, meals out, golf, tennis, DJing

Charles Squirrell

Used Car Buyer
  • Years at the dealership 4
  • Department Sales
  • Hobbies Scuba, Classic cars1965-1980,Horse Racing Flat / jumps, F1 GPs and London

John Howard

Aftersales Manager
  • Years at the dealership 8
  • Department Service

Jamie Lowther

BMWi Sales Executive
  • Years at the dealership 3
  • Department i Sales
  • Hobbies Friends, family, sport

James Smith

BMWi Sales Executive
  • Years at the dealership 3
  • Department i Sales
  • Hobbies Cooking, music

Tony Genn

Sales Executive and Motability Specialist
  • Years at the dealership 10
  • Department Sales
  • Hobbies Golf, football

Chris McIsaac

BMW Sales Executive
  • Years at the dealership 1
  • Department Sales

Eric Wickham

Sales Executive
  • Years at the dealership 19
  • Department Sales
  • Hobbies Football, mountain biking

Richard Parker

Sales Executive
  • Years at the dealership 8
  • Department Sales
  • Hobbies Swimming, taekwondo

Lee Trussler

BMW Sales Executive
  • Years at the dealership 1

Thomas Rumsey

Sales Executive
  • Department Sales

Ray Davey

Sales Executive
  • Department Sales

Rebecca Combly

Sales Executive

Alan Van Outten

Sales Executive

Sophie Sardar

Sales Executive

Natalie Baxter

Service Advisor
  • Years at the dealership 13
  • Department Service
  • Hobbies Holidays, Disney World

Frank Jardim

Service Advisor
  • Years at the dealership 3
  • Department Service
  • Hobbies Mountain biking, walking, kayaking

Gwyneth Gavine

Centre Host
  • Years at the dealership 10
  • Department Centre Host
  • Hobbies Theatre, opera, art galleries

CUSTOMER REVIEWS.

Our 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.

Accommodated a late collection after service completion. Ease of booking. Kept me full informed of progress and service pack covered cost.

Service
Thank you for your review and we hope to see you again when we are needed in the future.

Good service quality

Service
Thank you for your review, we really appreciate it!

When had the initial investigation say I needed a new condenser and I was unhappy with the cost, I was told somethng might be possible on reducung the price and I would be informed the next day. No one contacted me for several days, so I called back.

Service
Thank you for your review and we are sorry to hear about this issue. I will ask our service manager to contact you regarding this matter.

If I book a timed appointment I expect that is when the car will be worked on from, or at the very least I expect to be notified that this is a drop off time in advance. To find at drop off that ... not enough characters to give you feedback. Fail.

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you so this can be addressed with you personally.

Recall work carried out and car cleaned, so no problems. Not 5 star because of Comment on question 1.

Service
Thank you for your feedback, we will take this on board and look to improve our service for the future.

car was cleaned. ever think was organised and went to plan

Service
Thank you for your review and we hope to see you again when we are needed in the future

Vines were a bit confused as to when the car would be fixed due to out of stock parts.

Service
Thank you for your review and we are sorry to hear this. If this still hasn't be resolved please do not hesitate to contact us and we will be more than happy to rectify the issue.

Overall service good, however unsure why it cost me over £180 for you to effectively just upgrade the computer to fix bugs (which you provided from new) and still unsure why there was an amber warning message.

Service
Thank you for your review and feedback. If you wish to discuss this matter further, please do not hesitate to contact us and we would be more than happy to help.

I had to argue to have something included under warranty. When I went to collect the car, they couldn't find the paperwork, so couldn't find the key and didn't know where it was parked. It took half an hour to locate it.

Service
Thank you for your feedback and we are sorry to hear this. We will take this on board and look to improve our service for the future.

This was a recall booked in advance, but I was called later in the day to say they didn't have the requisite part.

Service
Thank you for your feedback, if you still require our assistance please do not hesitate to get in contact with us.

Happy that the recall was carried out, disappointing that it took 2 days, also I reported the engine was

Service
Thank you for your review and we are sorry to hear about this issue. I will ask our service manager to contact you regarding this matter.

Great service

Service
Thank you for your review and we hope to see you again when we are needed in the future.

Problem reoccurrence

Service
Thank you for your review and we are sorry to hear about this issue. I will ask our service manager to contact you regarding this matter.

No problems with the service and the car was picked up and dropped back without issues. However, no one went through what was done and I was not given a check list.

Service
Thank you for your feedback, we will take this on board and look to improve our service for the future.

On each experience I have found Vines to be helpful and professional

Service
Thank you for your review, we really appreciate it!

On this occasion I didn't have to wait too long to get booked in for the recall. It was not possible to get a courtesy car but I was given a lift to and from my home.

Service
Thank you for your review, we really appreciate it.

Excellent customer service. Picked up and returned the car. Kept informed of the work done. Price paid was the price quoted - no hidden extras

Service
Thank you for your review and we look forward to your next visit to us!

Did everything that was required on my vehicle within the timescales I had

Service
Thank you for your review and we hope to see you again when we are needed in the future.

Fault was not fixed

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you so this can be addressed with you personally.

See above plus when i did pick the car up what they done wasn't explained to me only the part saying the brake pads were replaced. Maybe it's bacause I've taken out the service plan when I bought the car new the service is different.

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you so this can be addressed with you personally.

Excellent service.

Service
Thank you for your review and we hope to see you again when we are needed in the future.

Staff always very polite & helpful & provide excellent service

Service
Thank you for your review, we really appreciate it.

The self service experience was disconcerting. It is much nicer to have a conversation with someone before the car is service. it is not what I expect from a premium brand

Service
Thank you for your feedback, we will take this on board and look to improve our service for the future.

Everyone very nice and polite but the problem wasn't fixed

Service
Thank you for your review and we are sorry to hear about this issue. I will ask our service manager to contact you regarding this matter.

Cost and time to replace two bulbs was high.

Service
Thank you for your feedback, we will take this on board and look to improve our service for the future.

Completed on time

Service
Thank you for your review, we really appreciate it.

Prices are high but service is good

Service
Thank you for your review and we hope to see you again when we are needed in the future.

Great service when the car was given its first running in service, however still waiting to hear from them in relation to a minor cosmetic defect I identified the day I collected my new car. Was promised at the service that someone would be in touch.

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you regarding your minor issue.

Tony the salesman was fantastic. Been buying cars from him for years.

Service
Thank you for your kind review and we wish you many happy years with your new BMW.

Swift checking in of car and great customer service

Service
Thank you for your review and we hope to see you again when we are needed in the future.

Long wait for a slot with a loan car available. Loan car insurance excess is high and they try to upsell you Servicing is expensive Poor diagnosis of problems and underlying issue not resolved Not particularly friendly staff

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you so this can be addressed with you personally.

as above, great customer care

Service
Thank you for your review, we really appreciate it!

Very happy

Service
Thank you for your review, we really appreciate it.

I was very unhappy but BMW eventually completed the work and did not charge me anything so I was slightly satisfied about that

Service
Thank you for your feedback and we are glad we could rectify the problem here. We hope we see you again in the future when we are needed.

Friendly cooperative staff who made the repair and arranged for much of the work to be covered by 3 -year guarantee as the problem, though hidden for a long time, clearly started in guarantee period. e

Service
Thank you for your review, we really appreciate it!

very minor service completed satisfactorily, as far as I know

Service
Thank you for your review and we hope to see you again when we are needed in the future.

Good communication. Excellent linking of service centre and bodyshop

Service
Thank you for your review, we really appreciate it!

Helpful. Got the car done to time.

Service
Thank you for your review, we really appreciate it!

Natalie saw to it that my service was done while I waited without any drama's and in super quick time. She is such a lovely professional person.

Service
Thank you for your kind review, I will pass on your feedback to Natalie and the team and we hope to see you again.

Friendly and super keen to be helpful

Service
Thank you for your review and we hope to see you again in the future.

No nonsense approach. Work can be trusted to have been carried out to a high standard. Very rare these days!

Service
Thank you for your review, we really appreciate it!

My car was kept for an extra day for a software update, which was not carried out. I have to go through the inconvenience of bringing the car back again, which I don't have time to do. I will be driving an unreliable car long distances with kids.

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you so this can be addressed with you personally.

Very efficient and the team were very helpful in getting my car serviced promptly so I could pick up my daughter from school

Service
Thank you for your review and we hope to see you again when we are needed in the future!

The health check report said that the mobility sealant was out of date. As I have run flat tyres, this shocked me and I believe showed a careless attitude by the workman. I asked to speak to him but couldn't.

Service
Thank you for your review and we are sorry to hear about this issue. I will ask our service manager to contact you regarding this matter.

See previous answer. However, the service manager I had this time was very good which went some way towards recovering the situation.

Service
Thank you for your review, we are glad the situation could be rectified somewhat and if you have any further queries please do not hesitate to contact us.

all went well

Service
Thank you for your review, we really appreciate it.

They have always been highly efficient,courteous and extremely welcoming. In addition,while I wait for my car to be serviced,they provide excellent coffee!

Service
Thank you for your review and we hope to see you again when we are needed in the future!

This was my first visit to Vines and they had already researched the vehicle history prior to my arrival and provided a very efficient and courteous service covering all of my servicing requirements and sought guidance from BMW for the i-drive defect

Service
Thank you for your review and we look forward to your next visit to us!

Fixed the problem, no delays and transport took me to and from the office

Service
Thank you for your review, we really appreciate it.

The bus service limitations weren't explained in detail which meant i had to get a train from Guildford and then back via Woking from town

Service
Thank you for your feedback, we will take this on board and look to improve our service for the future.

All ended up ok.

Service
Thank you for taking the time to write your review, we really appreciate it.

Very courteous and prompt service. I was looked after extremely well while my car was being fixed and Eric took my car away and delivered it for me with zero fuss.

Service
Thank you for your review and we look forward to your next visit to us!

Prompt and informative

Service
Thank you for your review and we look forward to your next visit to us.

Professional

Service
Thank you for your review and feedback, and we look forward to your next visit to us!

Customer service was excellent

Service
Thank you for your review, we really appreciate it.

Agreed time, you picked the car up, serviced it, cleaned it and returned it. No hassle!

Service
Thank you for your review and we hope to see you again when we are needed in the future!

The reason why I haven't given a lower rating is because the service advisor was very good.

Service
Thank you for your review and feedback, we will look into this matter and hopefully we can improve our service in the future.

Seamless helpful experience

Service
Thank you for your review, we really appreciate it!

My individual requirements were attended to with a total courteous and professional attitude

Service
Thank you for your review and we look forward to your next visit to us.

For a pre-booked appointment at a specific time for a new tyre, service was slow, i.e. it took a long time (in excess of 90 minutes) to change a single tyre.

Service
Thank you for your feedback, we will take this on board and look to improve our service for the future.

Price.

Service
Thank you for your feedback, we will take this on board and look to improve our service for the future.

Excellent service

Service
Thank you for your review, we really appreciate it!

ANSWER IS SELF EXPLANATORY

Service
Thank you for your review.

Easy to book, completed on time, kept informed.

Service
Thank you for your review and we look forward to your next visit to us.

Was difficult to get update on service progress and completion time

Service
Thank you for your feedback, we will take this on board and look to improve our service for the future.

Initially incredibly dissatisfied. As explained I had to make a lot of fuss to be taken seriously. The junior service staff need training. There are only a few that I would deal with from now on.

Service
Thank you for your honest review, we really appreciate it and will take your feedback on board for the future.

Everyone was very nice to me but see above. A lady assistant went to retrieve my car park card which I had forgotten from the car.

Service
Thank you for your review. I will ask our service manager to contact you so this can be addressed with you personally.

Very good service from Frank Jardin and and John Howard. I have not awarded five stars as the telephone reception staff do not seem to pass messages on on a timley basis, why do they not have a direct dial system with voicemail!!

Service
Thank you for your feedback, we will take this on board and look to improve our service for the future.

Very helpful and good service

Service
Thank you for your review and we look forward to your next visit to us!

The level of customer service I received was terrible. The service took twice as long as the estimate I was given, I was not updated as to progress and I had to cancel another appointment as a result.

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you so this can be addressed with you personally.

Very friendly and knowledgeable service executive with the service carried out while I waited. The paperwork stated incorrect mileage. Telephoned to speak to the service department, left a message but didn't receive a call back - hence not 5 stars.

Service
Thank you for your review and feedback, I will ask our service manager to contact you to resolve your issue asap.

Because the drivers window collapsed and would not operate.Your mechanic/engineer repaired it.

Service
Thank you for your review and we hope to see you again when we are needed in the future.

friendly professional service

Service
Thank you for your kind review, we really appreciate it!

Quick service. On time.

Service
Thank you for your kind review and we hope to see you again when we are needed!

Whole process from initial booking to collection was straightforward.

Service
Thank you for your review, we really appreciate it!

Car cleaned very well mot done in relative short time

Service
Thank you for your review and we hope to see you again when we are needed in the future.

Fast and efficient.

Service
Thank you for your review, we really appreciate it.

Previously been very happy but on this occasion I was disappointed as the cost of the service was a lot higher than the price quoted when I booked. The lady serving me eventually sorted it out and charged me the price quoted.

Service
Thank you for your review and we hope to see you again when we are needed.

Car repair carried out on time with advice of details as usual

Service
Thank you for your review, we really appreciate it!

Very good service from the Service Team representative who proactively managed the booking and confirmed vehicle readiness

Service

A straightforward job of changing winter wheels was carried out well and on time

Service
Thank you for your review and we hope to see you again when we are needed in the future.

Expensive, out of service timing (nobody told me and i was supposed to remember few hundred miles before the 18k miles limit! Clerk didnt advise checking automatic headlights sensors is part of warranty!

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you regarding this matter.

Poor arrangements for transport - having to book 6 weeks in advance for a courtesy car, no lift home option, and a long wait for the courtesy bus. Work took all day and was incomplete for lack of parts so I have to return again.

Service
Thank you for your review and we are sorry to hear about these issues. I will ask our service manager to contact you regarding this matter.

Was hoping work would be completed in one day but when I called the chap who answered the phone - didn't want to order the part which had failed - boot lock. Within 10 mins of leaving car got a call to say they needed to order part!,

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you so your service can be resolved.

My visit was to swap wheels from winter to summer. I was waiting and told it would take less than an hour. It actually took about two and a half hours. The car should also have been returned clean, but was not. The wheels were particularly mucky.

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you regarding this matter.

Friendly staff but poor communication. Waited for MOT to be done, and asked how long it would be. Told 1 hour roughly. After 2 hours I had to go and ask for progress and ready 30 mins later.

Service
Thank you for your feedback, we will take this on board and look to improve our service for the future.

As above. You dealt with two warranty issues seemlessly, maintaining good communication.

Service
Thank you for your review and we hope to see you again when we are needed in the future.

Cos I was !

Sales
Thank you for your kind rating, we wish you happy motoring in your new BMW.

N/a

Sales
Thank you for your 5 star rating, we really appreciate it.

Not only was the sale and collection an excellent experience, but the continued aftercare also

Sales
Thank you for your review and we hope to see you again in the future.

Lee was very good at keeping me informed of the status of my order and was very helpful in all other aspects.

Sales
Thank you for your review and we hope to see you again in the future.

Easily contactable n experienced salesman. Would go through every bits n pieces about the info u need for car n will help u to choose the correct drive to ur needs. A very competent n experienced salesman.

Sales
Thank you for your review, we really appreciate it.

Richard was really helpful

Sales
Thank you for your kind review and we wish you many happy years with your new BMW.

From the answers above, the team were excellent

Sales
Thank you for your review, we really appreciate it!

The salesman very professional and spent time with us and the hand over of the new car was excellent

Sales
Thank you for your kind review and we wish you many happy years with your new BMW.

Tony Genn and Megan Thornber was so friendly and easy to work with. Both were professional and done everything they could, within their power, to make things work for me. Thank you both

Sales
Thank you for your review, we will be sure to pass on your feedback to Tony and Megan and we hope to see you again in the future.

Regular updates on progress and helpful sales team

Sales
Thank you for your review and we look forward to your next visit to us!

Ezcellent sales person- Lee Trussler. Good product knowledge and excellent handover.... enthusiastic about the product - recommend him.

Sales
Thank you for your kind review, I will pass on your feedback to Lee and the team and we wish you many happy years with your new BMW.

seamless experience, no challenges

Sales
Many thanks for your kind review!

As stated the Sales Executive was excellent all the way through the process

Sales
Thank you for your review and we hope to see you again in the future.

All staff were very friendly and helpful the whole experience was enjoyable

Sales
Thank you for your review, we really appreciate it!

Everyone we spoke to was courteous and helpful, all our questions were answered.

Sales
Thank you for your review, we really appreciate it!

Richard Parker at Vines Guildford spent a lot of time with me choosing a car and going through all the options. Very professional and no pressure at any time for me to purchase

Sales
Thank you for your kind review, I will pass on your feedback to Richard and the team.

Ray delivered fantastic service and went the extra mile to explain what car options I had and showed me all of the different dashboard controls on the car

Sales
Thank you for your kind review and we wish you many happy years with your new BMW!

Very satisfied. Very thoughtful and thoroughly explained.

Sales
Thank you for your review, we really appreciate it!

Very satisfied overall, the unveiling was a nice touch but I think someone forgot the flowers we were told would be part of the unveiling ??

Sales
Thank you for your kind review. Regarding the flowers, we are not sure who's responsibility it was to get these organised and we apologise if there was a miscommunication here! If you would like to discuss this further please don't hesitate to get in contact with us.

Richard Parker was very helpful. Everything worked smoothly and on time. It was a pleasure to work with Richard.

Sales
Thank you for your review, I will pass on your kind feedback to Richard and we hope to see you again in the future!

Your call service centre staff were as good as useless...Tony's sales service at Guildford was great...but when he was odd apparently not another single person in the building could tell me when my car was to arrive..

Sales
Thank you for your feedback, we will take this on board and look to improve our service for the future.

Tony was amazing

Sales
Thank you for your review and I will pass on your kind feedback to Tony!

Excellent. Car was in the pick up bay and Lee took me through the controls and answered all me questions. I didn't feel rushed at all in the process.

Sales
Thank you for your kind review and we hope to see you here again in the future.

A very friendly, helpful and patient service from people who seemed to "get" my cautious approach and did not pressurise me. I could not have asked for more.

Sales
Thank you for your review and we hope to see you again when we are needed in the future.

Constant communication with me through the whole process

Sales
Thank you for your review and we look forward to your next visit to us!

Very good car but above all the knowledge and helpfulness of Eric Wickham

Sales
Thank you for your review, I will let Eric know of your appreciation and we hope to see you again in the future!

Richard Parker was extremely helpful and went out of his way to find the cars we wanted. He kept in touch and explained the tech clearly and patiently. I would thoroughly recommend him.

Sales
Thank you for your review. I will pass your feedback onto Richard and the team and we hope you enjoy your new BMW!