My wife and I went in to leave the car for its service. The BMW is my wife's main transport, not mine, but the service advisor we dealt with spoke overwhelmingly to me, even when we pointed this out to him. Such attitudes belong in the past.

There was no call to remind you of service. No call to confirm payment. The car was delivered home and the wife just asked to pay!!!. I had to ring to confirm service cost quote.

They were unable to find the cause of or rectify the problem I went in with even with 2 days to do so

Very friendly and welcoming. Service was all done as you'd hope.

Booking easy. Drop off easy and taxi service to Woking is excellent. Not quite 5* because of price - over £300 for basic oil and filter change is a lot compared to independent garage.

The staff were professional, courteous and went out of their way to be helpful.

Efficient and helpful. Accomodated my need to drop off early and puck up later than planned

Don't really know. Can only assume service undertaken without problem

Overall great

prompt efficient service

A couple of minor unsatisfactory points but not enough to justify a negative response

Poor communication Service that was supposed to take a Maximum of 3 hours took 5! After being potentially poached for warranty and servicling by other BMW dealerships I will certainly consider them next time.

Easy with great choice

Great service

My car was booked in for a MOT at 9 and I was to wait in the lobby for it to finish. Other cars were given priority and my simple MOT test resulted in me having to wait 3 hours without any explanation from the service attendant.

Easd of checkin, friendly staff, easy parking, good at letting me know problems found and cost and updates

Already notified MD of my disappointment

Service agent was super nice and explained everything. Car was done in time

Great place to visit with very friendly/helpful reception staff. The service is carried out quickly and the car is lovely and clean when returned to me

Prompt and quality service

My vehicle was damaged in the care of the dealership but the problem was corrected at their cost. I understand that things can go wrong but I make judgement on how well things are put right. In this case, the experience was ultimately very good.

Issue not fixed - despite having provided a recording of the vehicle noise. This recording was not passed on to the technician - resulting in the wrong thing being fixed. The issue remains.

Everything went to plan, no hiccups. "taxi" service good. Hospitality and welcome good

First class

Whist the service was carried out satisfactory, it always strikes me that in terms of communication things could be improved.

My car was at Vines for its MOT. Work done quickly and efficiently.

The overall experience was good at a reasonable price. The only downside is the relative inaccessibility of the location with nothing nearby. The lift to the centre of Guildford is appreciated but not frequent.

Your mechanic did not remove the 'Service needed' indicator on the dashboard.

I was offered a coffee and my car was serviced on time. I was even given the courtesy car overnight as well here was snow coming in and the service engineer offered me the car.very nice of him and thoughtful

everything done brilliantly

Upon booking I was asked if I was happy to have the car serviced whilst I waited. I was told it would take 'around 90 minutes. In the end the service took almost 3 hours (twice the estimate). I was well looked after by the dealership on the day.

Efficient and kept to time . Kept me informed of progress and any problems whilst I was waiting

As I have already said - sales team is very good, service team is pretty poor. Many promises to call us back with an update and this not done. So we have to continually chase them up.

Vines were professional efficient and friendly about obtaining a car not at their dealership. This enabled me to deal with local dealer rather than one far away that had the car with the spec I wanted.

Natalie Wild has been brilliant on this occasion. Called me without me having to chase her up on what was happening or how things were going (unlike Coopers in Cobham, who have had our 530dGT since mid September last year for the egr cooler recall).

Service hit an unexpected problem and a loan car was kindly provided but there was a bit of hanging around..

Critical work not completed on the vehicle after 2 week wait for an appointment. Terrible communication, work that was not requested was done instead without confirming first.

All well that is driving well

Apart from the already mentioned above, I was also left feeling that I'd been given a personalised service rather being just a number.

All the work was very satisfactory but your service adviser did not return four phone call I made to him requesting information on the service. In the end I spoke to a very helpful adviser who answered my question.

No one contacted me to say my car was ready and no one returned my calls. The bill for refurbishment was more than quoted and no one knew why. I queried this and got a call on Monday saying I had been overcharged. Lucky that I checked. V unimpressed

Cost a lot more than anticipated and seemed high compared to normal for the small amount of work. No assurance that valued customer discount had been included etc.

Although the fault was identified and a software reload rectified it, because the car was not picked up until 11:45 the car could not be returned to me until 09:00 the following day, which caused me to be late for work.

They were very efficient, friendly and informative. I did the key drop for servicing and this worked very well. The minbus into Guildford is very efficient and the waiting area is very accommodating

Very friendly team

Confusion about type of winter tyres being fitted. Originally told would be run flat but incorrect. Had to buy repair kit.Wait time longer than promised

The service was carried out and done by lunchtime. I arrived at 3.45 but car wasn’t ready due to it waiting to be washed. I was informed it would be ready at 3.30pm. I wanted the car then, wasn’t worried about the wash but had to wait 30 mins.

The car had no faults from purchase until we had it serviced by Vines. After collecting the car, we noticed a few occasions of flat spots/lack of power while driving. Then a warning light came on stating drive line fault. Apparently an EGR valve fail

They efficiently got to the root of the problem and sourced the required part whilst dealing with all the necessary paperwork.

Gaven the service manger always give me first class service

Cost (of replacing brake pads). Major plus point, for us: the complimentary transfer into/out of town centre: a huge bonus.

Very efficient....

This was a repair to fix another repair done only a few months ago so how can I be satisfied?

I have a BMW X5M. Bought new for £100,000. Doesn't entitle special service, but demands reasonable care. After a service Jack allowed my wife to drive away with the engine warning on, then was dishonest and rude when challenged. Other staff also poor

Work completed on time - no issues.

Kept waiting for car on collection as was told the clean was not complete! Got the car after waiting 40 mins and the tyres were not totally clean and inside of car was patchy too. The rear fog light has failed 4 days after MOTnot what I would expect

The rattle has gone for now, Natalie was helpful. I gave them the car on 15th Dec for a week, to do rattle and MOT. I was away in France. You call on 19th to say it had failed, and so the rattle couldnt be worked on! Why not fix the rattle, then MOT

Everything about the service was great but parking as with most BMW centres is a disaster

Issue was dealt with quickly

Staff very helpful and car was ready (and cleaned) when asked for. The only slight disappointment was that I had to book it in a month in advance when I was hoping a week or two. I guess it shows how popular and busy BMW are now. It was also at Xmas

This wasn’t me. It was my brother, Neil.

Efficient. Had to wait 30 minutes beyond estimated time before getting car back, though

discussed options with me. quick appointment time

Friendly reception, car ready on time with no issues.

The car had to be kept longer than expected as there was an error made removing the oil filter. It was originally a waiting appointment. Drinks are now served which is great apart from there wasn't always someone to serve them.

Very smooth check in with recent MOT, non-pushy sales representative when I asked about used car stock while waiting, very comfortable waiting area (free coffee and biscuits was the icing on the cake)

The turnaround time was just over 90 minutes which I was very pleased with.

service verbal feedback does not align with writen comment !?

Customer service was average - I didn't feel like a valued customer. I guess in the grand scheme of things £700 isn't a big spend at the garage so I didn't warrant much attention.

We have always had excellent service with Vines BMW apart from this last visit.We turned up the previous week only to find out that they had not ordered the correct part. We returned the next week at 11.00 am one only left at 1.30pm.

Quick, efficient, very communicative and a dream to deal with!

Excellent service from a very pleasant , helpful and polite lady

I spent quality time with the sales person who took time to learn what I wanted and adapt to my requests completely. I bought the car on the spot as this was very different to other car sales both within and outside of BMW

Offered a drink as soon as you walk in and have to

New car arrived earlier than expected. Keep informed on when it was going to be available.

Thank you Eric Wickham for all your help in getting the perfect car.

Delivery dates for the car kept swinging. The car had faults on collection which needed to be rectified. And a small paint chip was discovered by me on collection which now needs action.

As was written in question 1, I dealt with a gentleman called Richard Parker, and I found him to be extremely professional through the process, and made me feel like a valuable customer throughout with regular and honest communication.

Excellent car, well prepared by Vines

Some issues with the specification of the supplied car compared to the test car and expectations.

Lee Trussler at Vines Guildford was excellent from start to finish. Straight forward, responsive and efficient. We were let down in the delivery period but Lee and his colleagues did their best for us and resolved satisfactory compensation without

Great atmosphere and very friendly salesman

Smooth and great communication along he way.

see 1 - time for delivery

Faultless

The service from initial enquiry to time of response by Richard Parker was AMAZING. The onward service from Richard was great and to see a vibrant showroom on any occasion I have visited Vines Guildford was/is refreshing.

I feel that I was let down for the reasons stated above.

From start to finnish chris listened to my requirements and was very helpfull in achieving our needs.

Chris was very helpful, and exceeded my expectations to ensure Imwas happy with the new car.

Lee was very helpful and knowledgeable on the product and was reasonable in understanding what I wanted from the car.