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Paul Bolger

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

Megan Thornber

Group Sales Trainer

Mike Bennett

BMW Sales Executive
  • Years at the dealership 0
  • Hobbies Fast cars, The Stock Exchange and going on holiday

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

Phil Hinds

Sales Executive
  • Years at the dealership 3
  • Department Sales
  • Hobbies Golf, cricket

Richard Parker

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

Lee Trussler

BMW Sales Executive
  • Years at the dealership 1

Kieron Walter

Sales Executive
  • Department Sales
  • Hobbies Golf, shopping, socialising

Shervin Saadat

Sales Executive
  • Department Sales

Thomas Rumsey

Sales Executive
  • Department Sales

Lyndsey Murphy-Sugrue

BMW Genius
  • Years at the dealership 0
  • Department Sales
  • Hobbies Football, photography, music festivals, pub quizzes

James Foord-Divers

Service Advisor
  • Years at the dealership 3
  • Department Service
  • Hobbies Movies, socialising, cleaning

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

Jim Woolley

Service Advisor
  • Years at the dealership 1
  • Department Service
  • Hobbies Photography, eating, music, fishing

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.

As above, and a convenient pickup and drop off of the car at my home.

Service

Car serviced well and car cleaned

Service

I drove the car home. The next morning I had a tyre with low pressure. It turned out hat the valve had been damaged (bent). I called BMW Guildford; they told me the tyres were not examined yet the report I was given showed they were.

Service

Very efficient.

Service

Very accommodating and professional service, the staff was very helpful.

Service

The only negative was the fact that the collecting driver changed all the settings at the dashboard to please himself but forgot to changed these back after delivery.

Service

They tried to overcharge me having agreed a total price for the service of £420 they gave me a bill of over £500. This is not the first time. I the service assistant even has the gaul to say she was Trying to help me!!

Service
Thank you for your response, I have asked our Reception Manager Mr Gavin Sellen to call you in order that this is resolved to your satisfaction

Did the job quickly.

Service
Thank you for the positive response

Same as above.

Service
Thank you for your response regrettable the oil is not covered under the warranty

No one calls back. Everything was put down to wear and tear and it being my issue. Had to escalate to BMW head office

Service
It is regrettable you didn't find our Aftersales facility satisfactory I will ask our Reception manager to call you

they book me at short notice and although they didn't have a courtesy card

Service
Yes sorry we sometimes have to wait for a courtesy car I am pleased we managed to book you in though to resolve your issue

good service; friendly staff

Service
Thank you I am pleased you found our staff friendly

Seamless experience with professional staff. Phone calls confirming the appointment and work to be done, a clear run through of work done, offering of coffee at reception, cleaning the car as part of the service all added to the experience

Service
Thank you

Car serviced on time winter wheels put on in agreed timescale

Service
Thank you for the great resposne

The people HonestlyProfessionism

Service
That's great thanks for your response

I'd have given you 5.0 if the car wash / vac had been a bit more thorough. Left a little to be desired especially inside.

Service
Thank you sorry you didn't find the car wash satisfactory

Prompt service

Service
Thank you !

As above

Service
I will pass on your comments to Richard

The fault wasn’t fixed, which was evident within the first mile after collecting the car and driving home.

Service
Please accept my apology we do operate a first time fix policy It is regrettable this was not achieved

Marks on the spoke part of front offside alloy. As I take pride and joy looking after my car, and washing it least once a fortnight. The car was immaculate when I presented for service. Didn't notice damage when I picked car up. However noticed later

Service
Thank you please accept our apology I will ask our Reception manager to call you to discuss this matter

always helpful, prompt service, polite, friendly

Service
Thank you for the great response it is apprcaitted

Had to complain in writing to get my invoice changed to price quoted.No goodwill gesture given as a premium customer not impressed

Service
Thank you for your comments please accept my apology for any confusion caused

Staff friendly and helpful from booking service to collection.

Service
Thank you for your response I am pleased you enjoyed the collection and delivery service

The service at Vines both Sales (my daughter recently bought a new car) and service for a repair to my 5 series was excellent. Professional and personal at the same time which is a very difficult skill to have.

Service
Thank you I am pleased you like the product and continue to stay with the brand

I left having felt a little disappointed with the 'value' of the service. The failure to reset the car system made the situation worse only for the follow up customer relations to confirm my poor impression. Checklists required!

Service
Thank you for your response I will arrange for our Service Manager to call you to arrange

The service light was not reset . Had to make a call . And was told to come back in

Service
Thank you, sorry your light didn't reset, I am pleased this has now been rectified

Having paid for the first service i was extremely disappointed to find the multimedia console failed to work, given it was updated as part of the service i thought a basic test of the functions would form part of the testing?

Service
Please accept my apogee that your component failed regrettably this does happen from time to time, I am pleased this has been rectified

Set expectation and delivered it

Service
Your comments are greatly appreciated thank you

Very efficient

Service
Great news

The guy driving the van to give us lifts was far too blunt in manner. Otherwise excellent service as ever

Service
Thank you please accept my apology for this we will address this with the individual concerned

Service persoannel OK but non resolution of issue a frustration - see above. Fixing of washers under warranty welcome.

Service
Please accept my apology we do operate a first time fix it is regrettable this has not be achieved

All staff I interacted with were friendly, efficient and effective. Completely opposite to Cooper Thames Ditton

Service
Thank you that's so nice of you to say

Confusion over cost and poor parts advice

Service
Please accept my apology for any confusion I do apologise

I was kept informed on the progress of the repair and was given a courtesy vehicle so I wasn’t inconvenienced

Service
Great news I am pleased it is all resolved for you

Aside from the price (but they cant do much about that!) everything went smoothly

Service
Thank you we do price match where possible , thanks you for using Vines of Guildford

Great support by the service team

Service
Thank you that's so nice of you to say

It takes to long to change 4 winter wheels ( 1.5 h)

Service
Sorry it does seem along time however we do have to calibrate the Tyre pressure control as well, sorry for the delay

I purchased a service package, nothing to add yet

Service
Thank you for purchasing the pack!

All the service reception staff are extremely courteous and the loan car I was given was brand new which I found to be an added bonus.

Service
Thank you for the lovely response it is appreciated

No complaints

Service
That's great

without a doubt the best garage that I have been too, always friendly staff on hand to help me out.

Service
Great news pleased to of assisted you

Because I will now have to take my car in, lose another days work and an feeling VERY uncomfortable about driving my car in case the brakes fail.If the brakes fail or damage the disks before the next service-I'll expect BMW to make repairs free.

Service
Sorry about the confusion our Service Manager will call you to rectify this !

Efficient and courteous service arrangements.

Service
I am pleased everything was rectified

Problem solved without fuss

Service
We do operate a first time fix I am glad it was achieved

Everything completed in good time

Service
Thank you we will look into this for you

My original booking was incorrectly processed away from the intended Guildford address. I then had to rebook-without any apology from the servive dept. Branch contact on a face to face basis is poor-80%of time spent looking at computer,not the custom

Service
Please accept my apology that there was confusion on your booking Centre

Very satisfied. Waiting time to enjoy coffee biscuits, not boring.

Service
I am pleased you enjoyed our waiting area, and thank you for your business

Helpful and knowledgeable

Service
I will pass on your comments !

Spot on timing and very helpful and informative, thank you

Service
Glad it all went smoothly for you, thanks you for the response

Quick and easy, car was returned on time and super clean too!

Service
Thank you and I am pleased you also liked the complimentary car wash

Friendly, helpful, easy to do business with

Service
I am pleased it was easy for you, thank you for your business

Completely satisfied with the sales process.As to warranty service, we do not know whether Vines could have diagnosed and fixed the repeating technical problem much earlier. Your own records would enable you to judge this.

Service
Thank you for your response I am pleased we managed to resolve this for you

I’ve sent them a complaining email direct. Car was in there to fix a faulty rear door under warranty - two separate visits over a six week period because they lacked loan cars, three days in workshop in total and fault still not fixed.

Service
Thank you for your comments our reception manager is dealing with this and will be in touch

Had to give up the whole day, as I got stuck in traffic on the way in and the way home

Service
Really sorry we do not C&D from Dorking, we will review this in the future

The car was properly serviced, but when I checked the service log it had not been filled in. This is important as when it comes to selling the car, the buyer will want to know the car has been properly serviced.

Service
Thank you and I apologise we did not stamp your Service Book, this will be rectified by our Reception Manager who will be in contact

as above - a really disappointing and frustrating experience

Service
Thank you for your complaint I understand this is being dealt with

Service good, but asked for additional work which was not quoted for. Also they annoyingly give a spare litre of oil for £18 without warning - even though they can see I already have one in the boot. Withiut checking the bill you would never know.

Service
Please be aware we do not carry out any additional work without authority, I do hope this resolves this for you

They resolved very fast my problem

Service
I am pleased everything was resolved to your satisfaction

I left a message for someone to call me back regarding an issue with pairing my phone to the car system but this did not happen. I was contacted at a later date when I completed another survey.

Service
Thank you I will arrange for someone to call you to have this rectified

I was correctly advised about the service due and not any unnecessary works.

Service
Thank you

Everything done as required in reasonable time

Service
Thank you your comments have been noted

After telling service department I needed a higher car for two days. For job reasons. I arrived and no car. The person I spoke to was unsympathetic, I had to get my husband to miss work to get me over to Vines. Very disappointed.

Service
Thank you for your response I have arranged for our Reception Manager to contact you Mr Gavin Sellen

Staff member was rude - not phoning back when he expressly said he would - His eventual answer for this was, 'I could give you an excuse but it wouldn't mean much.' No curtesy car was offered even when Vines held on to my car for around a month.

Service
Thank you for your response which I find very disappointing, I have arranged for our Reception Manager Gavin Sellen to contact you

Excellent service

Service
If we can be of any further help please do contact us

Should be 3 stars overall but this is BMW’s fault, not Vines.

Service
Please accept my apology for any inconvenience caused whilst dealing with Vines

had to queue for 20 mins to book car in, self service came up with the wrong information.

Service
Please accept our apology there is no excuse for this, we will address this moving forward

Helpful staff, good service, just very expensive on repairs and servicing

Service
Thank you, we do price match all our repairs , where possible and our website is kept up to date with all our offers

the dealer is very good since I bought my first BMW with them. only once they did phone me and remind me for the service but otherwise the dealer is much better than other BMW dealers

Service
I will pass on your comments, thank you

Comparing my experience with Thanes Ditton I will always come to vines and recommend friends to come to you as well m. You are definitely more thoughtful and most reliable.

Service
Thank you for the great comments they are appreciated

The dealership didnt wash the car before it was returned to me

Service
This is not acceptable all our service cars are washed and vaccummed before being returned, I apologise if this was missed

On the day the service reception person was excellent. The work carried out excellent. However, the person who responded to me on the phone the previous day was less than helpful. This is the second time this person has not been as accommodating as o

Service
I am so sorry to hear that, please be assured we will address this moving forward

As above, plus I was made to wait when dropping off and picking up - My car took longer than had been specified also I had 3 different people dealing with me, while others sat around apparently not doing anything!!

Service
Thank you for your response, we never carry out any additional work without first talking to customers to gain authority.

Everything went smoothly. Didn't take too long. Good facilities. Helpful staff. Complementary car clean was well done.

Service
Great news thank you

Always prompt and helpful

Service
Thats nice to know thank you!

Timely and with good information flow

Service
Thank you for the response and your loyalty to our business it is apprecaitted

I was called by BMW to say that my car required MOT and Service. On arriving at the garage I was subsequently told that I still had 2000 miles before the service was required - disappointing and I felt that it was a bit underhand

Service
Please accept my apology for any inconvenience caused

Went for my end of warranty check. a fault was found under warranty and I was promised a part had been ordered and would receive a call to book a time to fix it. Its been 3 weeks, I have called 2 times for an update, yet no one has call me back.

Service
I can see from our records we have tried to contact you, I will raise this with our Service Manager

Everything went smoothly from start to end with us, our Insurers and BMW.

Service
That's great thanks you for the response

i had an electrical problem with my real light cluster. this was the second time in the life of my 2.5 year old car for this fault and the 7th incident that needed a warranty repair.Vines would not look at the other rear cluster more characters requ

Service
Please accept my apology we do operate a first time fix policy, regrettably this was not achieved

Everything went as planned with no delays

Service
Great news thanks you for the response

The only reason it wasnt completely satisfied was my vehicle stayed overnight to wait for a tyre

Service
Apology we didn't have your tyre in stock !

The price quoted when IK booked was not the price I was charged. In addition, my wife had to wait for over two hours, which was also in excess of what we expected

Service
Thank you for your response I can confirm this is being investigated by our Reception Manager Mr Gavin Sellen

Explained in the point 1. Expected BMW to do a better job than any local hand wash places. Sadly, most of the local hand wash places do a better job.

Service
Thank you We carry out lost of £30 Valets for customers, it is regrettable you are not happy with the finish, we will gladly look at this again for you.

Car collected and delivered back.Good feedback.

Service
Your comments are apprecaitted

Service was carried out efficiently.

Service
Thank you

Aside from the issue I outline above, the staff at Vines were courteous, prompt and helpful.

Service
It is regrettable you found the service to be expensive, we will continue to monitor our costs to assist customers further

The car had 2 problems, one electric,and one with the leather covers of the front seats coming off the frames. The battery was replaced and that seems fine. The seats appeared fixed but by the next day were coming apart again, so had to go back.

Service
We do operate a first time fix policy it is regrettable this has not been achieved on this occasion I will arrange for our Service Advisors to call you

I would have given a 5 as it's always been great. During the recent service I was told that the windscreen liquid has been filled but it was dry after the second day following service

Service
Please accept my apology we will send you some screen wash FOC

As above & the repair that it was in for has happened again.

Service
Please accept my apology we will arrange for a call to be made to you

Good service overall and the car always comes back from BMW beautifully cleaned which I much appreciate.

Service
Thank you if you want an extra handover to help with the controls we will help arrange this for you

Tires changed on time as told and car cleaned

Service
Great thank you

Efficient

Service
Thank you

Excellent after-sales service

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.

Service
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.

Service
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.

Service
I will pass on your comments to Natalie, thank you

Would have been 5× but for cost of new tyre replacement as £60 more than at Kwik fit!

Service
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

Service
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, don’t recall the wording.

Service
Apology for any confusion we do explain all our charges on our invoices

Frank was amazing very helpful and car done on time. Never been more impressed with the service.

Service
Thank you

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.

Service
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.

Service
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.

Service
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)

Service
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.

Service
Sorry that's not acceptable the MOT should take 1.5 hours , sorry for the delay

The work was completed speedily and efficiently

Service
Thank you for the great response

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

Service
Sorry the Service Wash was not up to standard this has now been rectified moving forward

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

Service
I can see form our system the video was sent but not opened, please accept our apology for this

All was finished on time, faults sorted and the car spotless!

Service
Great news we do operate a first time fix process I am pleased this was achieved

Good service from start to finish

Service
Thanks for responding I will pass on your response to the team

Hassle Free and very friendly

Service
Superb, thank you for the great comments

Benefited from discount vouchers and car returned nicely cleaned

Service
The discount vouchers are new I am pleased you found them useful

Tony Genn was very helpful with a number of pre-collection issues and then agreed to change the handover time at short notice to suit me.

Sales
Thank you for the positive review, we appreciate your feedback.

Terence my sales exec was excellent at seeking the car I wanted and making the whole experience hassle free. He was was really quick in responding to my messages. A great chap. Upon collecting the car it made me feel like a real special experience

Sales
Thank you Terence is new to us, we will pass on your positive comments

Know salesperson from a previous company Toyota always he is good so we just followed him

Sales
Thank you for your response it is appreciated we do hope you enjoy your new car

Excellent sales. Representative Lee Trussler did all he could to find the right car and the right deal that met my requirements and that he could close out by month end - so a win win for both of us. Car was immaculate and presented well on pick up.

Sales
Thank you I will pass on your comments to Lee I do hope you enjoy your new car

Very helpful through out the sale

Sales
Thank you for your response

The process was smooth and actually enjoyable from beginning to end. Terence is a great sales rep.

Sales
I will pass on your comments thanks you for your business

Professional environment. Bolted on with the fact that Chris was guiding us through the range of models/sharing important details to aid our purchase. I must also say that the hot chocolates were just incredible - my partner was particularly happy!

Sales
Thank you

Superb Sales person who sent regular updates from order to delivery

Sales
Thank you for the great feedback I do hope you enjoy your new car

Excellent handover. Beautifully presented car. ‘Genius’ helped with app download and talked through the features.

Sales
I am pleased you found the handover to your satisfaction , I do hope you enjoy the car

Positive customer experience, quick responses, all deliveries as promised

Sales
Thank you for the great feedback

When i collected my new car i was given a demonstration as to how everything works very helpful

Sales
Thank you for the great feedback

Most things were excellent. The only slight problem was that the advisor dealing with the handover paperwork was new to dealing with Motability cars and didn't fully understand the system for handover and had to get help.

Sales
Please accept my apology for any confusion, I am pleased you are happy with the car

Richard and Lee kept me fully up to date and were courteous and knowledgeable

Sales
Great news I am pleased it all worked out for you

It was an efficient and friendly service.

Sales
Thank you enjoy your new car

Lee Trussler,my salesman from Guildford was oustanding in the whole process of dealing with my requirements.his personality/persona was friendly & totally professional.Lee is a exceptional individual.honest/hard working & dedicated to his work.

Sales
Thank you very much for your comments and thank you for selecting Vines Guildford for your purchase

Sales person was professional at all times and kept me informed of the progress of the order. Also I was lucky that they had a build slot in the queue so I only waited five weeks for the car.

Sales
Thank you for the lovely response it is appreciated, I am sure you will enjoy your new car I do hope you enjoy it.

Excellent service

Sales
Thank you for the lovely response it is appreciated

The car looked a million dollars totally spot on the staff all looked after me being Daniel Richard John and Gaven and Paul they all made me feel very happy it was a great day collecting the car

Sales
You are welcome thank you for your repeat business !

Car wasn't ready - so had to wait and then didn't get to drive it out of the show-room as i expected to - appreciate was running out of time as i was late, but would have picked it up the following week as it wasn't a major rush.

Sales
Thank you for your response regrettable we only have one hand over bay so its not always possible to use this facility, I have made note of your comments and will feed it back to the Sales Manager

I felt that the staff cared about my requirements and ensured that I was satisfied

Sales
Thank you for your business again it is appreciated

We were kept up to date throughout the process by Phil. All questions were answered promptly and professionally. A pleasurable experience.

Sales
Enjoy the car the specification looks great, I do hope you enjoy it !

I was kept informed at every touch point from purchase to vehicle handover.The professionalism I received was second to none, and the finishing touches made the whole experience a special one - yes, I even had the car cover with red bow treatment!

Sales
Glad you liked the handover, enjoy the car !

Phil Hinds was extremely knowledgeable and helpful. He guided me through all the stages of purchase, helping me choose options, showing immense patience and making sure I was fully informed in order to help me make the important choices.

Sales
Thank you for the positive feedback

No problems. Delivery was as promised.

Sales
Thank you !

The process was undertaken in a friendly but professional manner and everyone that I encountered couldn't do enough to help me.

Sales
Thank you

As above - felt like an individual and not a number

Sales
Thank you for the lovely response it was a pleasure looking after you

Warm and friendly people / atmosphere

Sales
Thank you for your loyalty to our business I do hope you enjoy the new 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.

Sales
Thank you I will pass on your comments to Eric !

Everything thing done perfectly and quickly

Sales
Thank you enjoy your 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!

Sales
Thank you I will pass on your comments to the Sales Executive involved Phillip Hinds

The experience was great - but the delivery of the car was somewhat delayed

Sales
Thank you for the positive response

I was not given a full tank of fuel as mentioned in the paperwork.

Sales
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.

Sales
Thank you for the great response I do hope you enjoy your new car