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

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!

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

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

All ended up ok.

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.

Customer service was excellent

Prompt and informative

Professional

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

Seamless helpful experience

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

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

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.

Price.

Excellent service

ANSWER IS SELF EXPLANATORY

Was difficult to get update on service progress and completion time

Easy to book, completed on time, kept informed.

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.

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.

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!!

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.

Very helpful and good service

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.

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

friendly professional service

Quick service. On time.

Whole process from initial booking to collection was straightforward.

Fast and efficient.

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.

Car cleaned very well mot done in relative short time

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

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!

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

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.

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!,

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.

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.

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

Servicing work was done OK, and the lady service rep who I interacted with by phone was great. However I did say that I would be heading straight from picking up my car to catch a train into London for a meeting. See next section

Done to time

An absolute seamless experience together with the utmost courtesy.

As above, great people, great place, always very friendly and helpful which makes all the difference.

Issues unresolved

Unacceptable timescales for investigation and repair. Root cause of faults never explained. Return calls not made when promised. Opening hours vs sales dept. Prices inexplicably quoted with and without VAT. Final bill not known until time of payment

I appreciate I did not have an appointment but changing 2 bulbs took a good 2 hours - deapite the time the service and facilities were excellent

One item not attended to. Car not washed.

as with other reasons same applies all round

Another thing is that I had left 2400 miles left until the rear break pads needs changing after I left the shop but surprisingly after around 400 miles my car showed me that in 1200 miles i need rear pads changed. So I haven't done 1200 miles yet.

Pick up from Guildford at 1600 is not really practical, this should be advised at time of booking

Only problem was trying to get hold of someone to confirm that brake pads could be replaced when i couldnt pick up phone in time to answer it (partly my not being able to tell he'd left a message on my mobile)

Good customer service

it took nearly 2 h just to have the wheels changed!! And then I discovered scatches at the front spoiler which were not there before. I mentioned it to the service person but he did not care. He promised me that the head of service would contact me

On time and no issues.

As above

Took car in to get serviced as car kept flashing "service". BMW advised car did not need service. We advised there was water in front headlight (condensation) in the morning, but BMW advised they could not see/find any water.

Car wash had residue left all over the bodywork. Very poor job as had to redo most of it nyself

You failed to return the car valeted or cleaned. I emailed a complaint about this but received no reply. Poor.

The garage completed an MOT that we didn't require which has now offset our MOT schedule.

Poor transport, communication and problem solving

Everything required was done properly.

attention to detail I found lacking. I arrived at 730 am and left a 1545 hrs. Due to lack of clarity when booking appt and what I believe to be lack of follow up. Resulted in having to come back next day and miss appt at Vines Mini, now rescheduled

Everything worked as it should have done.

Overall good but took longer than anticipated.

Over 14 years have found Vines staff at all levels to be very professional and a pleasure to do business with.

All staff I had dealings with very pleasant and helpful

As above relating to recent experience. It gets very frustrating.

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

Very satisfied. Very thoughtful and thoroughly explained.

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 ??

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

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.

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..

Tony was amazing

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.

Constant communication with me through the whole process

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

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.

It was great

Lee was fantastic, quick to respond, helpful and patient

Delightful eat who put every effort into the unveiling of the new Z4 for me

I had to request a different sales person as the one I was dealing with kept promising to call back but never doing so. Then the guy I bought from left the day before I collected my vehicle meaning they were not ready for me

Lee in sales was excellent, all the way through the buying progress was straight forward with no problems