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without a doubt the best garage that I have been too, always friendly staff on hand to help me out.
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.
Sorry about the confusion our Service Manager will call you to rectify this !
Efficient and courteous service arrangements.
I am pleased everything was rectified
Problem solved without fuss
We do operate a first time fix I am glad it was achieved
Everything completed in good time
Thank you we will look into this for you
Very satisfied. Waiting time to enjoy coffee biscuits, not boring.
I am pleased you enjoyed our waiting area, and thank you for your business
Despite solving the problem on 1 side the problem is now occurring on the other. Very surprised this wasnt also checked as a routine
Thank you for your response booking with loan cars are currently 5 days, I will ask our Reception Manager to call 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
Please accept my apology that there was confusion on your booking Centre
Spot on timing and very helpful and informative, thank you
Glad it all went smoothly for you, thanks you for the response
Helpful and knowledgeable
I will pass on your comments !
Ive 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.
Thank you for your comments our reception manager is dealing with this and will be in touch
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.
Thank you for your response I am pleased we managed to resolve this for you
Quick and easy, car was returned on time and super clean too!
Thank you and I am pleased you also liked the complimentary car wash
Friendly, helpful, easy to do business with
I am pleased it was easy for you, thank you for your business
Had to give up the whole day, as I got stuck in traffic on the way in and the way home
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.
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
Thank you for your complaint I understand this is being dealt with
They resolved very fast my problem
I am pleased everything was resolved to your satisfaction
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.
Please be aware we do not carry out any additional work without authority, I do hope this resolves this for you
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.
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.
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.
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.
Thank you for your response which I find very disappointing, I have arranged for our Reception Manager Gavin Sellen to contact you
Everything done as required in reasonable time
Thank you your comments have been noted
If we can be of any further help please do contact us
Should be 3 stars overall but this is BMWs fault, not Vines.
Please accept my apology for any inconvenience caused whilst dealing with Vines
Helpful staff, good service, just very expensive on repairs and servicing
Thank you, we do price match all our repairs , where possible and our website is kept up to date with all our offers
had to queue for 20 mins to book car in, self service came up with the wrong information.
Please accept our apology there is no excuse for this, we will address this moving forward
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
I will pass on your comments, thank you
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
I am so sorry to hear that, please be assured we will address this moving forward
The dealership didnt wash the car before it was returned to me
This is not acceptable all our service cars are washed and vaccummed before being returned, I apologise if this was missed
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.
Thank you for the great comments they are appreciated
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!!
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.
Great news thank you
Always prompt and helpful
Thats nice to know thank you!
Timely and with good information flow
Thank you for the response and your loyalty to our business it is apprecaitted
Everything went smoothly from start to end with us, our Insurers and BMW.
That's great thanks you for the response
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
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.
I can see from our records we have tried to contact you, I will raise this with our Service Manager
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
Please accept my apology we do operate a first time fix policy, regrettably this was not achieved
Everything went as planned with no delays
Great news thanks you for the response
The only reason it wasnt completely satisfied was my vehicle stayed overnight to wait for a tyre
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
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.
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.
Your comments are apprecaitted
Service was carried out efficiently.
Aside from the issue I outline above, the staff at Vines were courteous, prompt and helpful.
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.
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
Please accept my apology we will send you some screen wash FOC
As above & the repair that it was in for has happened again.
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.
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
Great thank you
Excellent after-sales 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.
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.
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.
I will pass on your comments to Natalie, thank you
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
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, dont recall the wording.
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.
Would have been 5× but for cost of new tyre replacement as £60 more than at Kwik fit!
We do price match all major suppliers, we have to too remain competitive
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.
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.
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.
Great news enjoy the car and thank you for your business
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
Sorry the Service Wash was not up to standard this has now been rectified moving forward
Everything good except the timing. I was told 1.5 hours for an MOT but it took nearly 2.5.
Sorry that's not acceptable the MOT should take 1.5 hours , sorry for the delay
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)
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
The work was completed speedily and efficiently
Thank you for the great response
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
I can see form our system the video was sent but not opened, please accept our apology for this
Hassle Free and very friendly
Superb, thank you for the great comments
All was finished on time, faults sorted and the car spotless!
Great news we do operate a first time fix process I am pleased this was achieved
Good service from start to finish
Thanks for responding I will pass on your response to the team
Benefited from discount vouchers and car returned nicely cleaned
The discount vouchers are new I am pleased you found them useful
I was kept informed as to what was happening at all times
Glad we kept in communication with you and it all worked out satisfactorily
Care given to my vehicle and communication of its requirements and progress.
Glad you liked the Service video thank you for selecting Vines Guildford for your Aftersales requirements
Friendly and knowledgeable staff who are always looking at ways to help. Accessible and easy to use services.
Thank you we do like to make it easy for our customers I am pleased this has been achieved
I was expecting a call back and didnt get one.
It is regrettable we do not accept Amex, this is a company decision, please accept my apology for any inconvenience caused, we do accept all major credit cards including bank transfers and payment by telephone banking, I hope this helps
My replacement tyre was sourced quickly and the car cleaned before collection.
Thank you for the nice review and I am pleased we rectified the tyre fault for you
Pleased it was all sorted
The problem was resolved completely
Thank you for the review
Disappointed how long it took to resolve the issue (~1 month). I was the one ringing Vines to push for resolution (Parts arrival/appointment to fix). Maybe taking out the service plan with vines was a mistake? Time will tell.
We do operate a first time fix policy it is regrettable this has not been achieved on this occasion please accept my apology
courteous service team. speedy service.
Thank you for the great response I will pass this onto the team
As far as I know, all was done well, according to the check sheet, with tyre tread depths fed back on that sheet.
Sometimes there is a waiting time for our collection and delivery we are looking to resolve this in the near future
Parts and Body shop - Friendly staff who went out of there way to help
I am pleased this was resolved for you to your satisfaction
4.5 rather than 5 stars because the overall feel is very corporate and slightly intimidating - 25 years ago I had a personal relationship with the staff in the BMW dealership; now I am just a blip on a computer screen.
It is regrettable you feel like that I will personally raise this with the Service Manager
Everything was completed satisfactorily.
Although the software was reloaded, the issue of the idrive (satnav) fading in bright daylight still exists. It's not what Vines did which is the issue, but the operating system is way too sensitive. My older BMW did not do this and was much better.
Please accept my apology for any inconvenience caused, this is a feature of the new satnav system
Fast and efficient
Please accept my apology I will arrange for someone to call you to discuss the pricing
All very efficient & we were kept informed of what was happening to the car & when the work (under warrenty) would be completed.
That's so kind of you to say, thank you for your inspiring comments
One call not returned
Please accept my apology that is simply not acceptable I have briefed the manager concerned
arrangement for service completed as planned and car returned thoroughly cleaned.
Thank you for your business and we look forward to seeing you in the future
Car well serviced and presented. Friendly and helpful service agent
Thank you that's great to hear
Everything was carried out as discussed.
This is a new system which we are piloting I have taken note of your feedback and will action some changes
My car felt completely different in a good way after the service, very satisfied!
Thank you for your response, and I am pleased your car feels different
All my dealings with Vines have been positive
I will pass this onto the team thank you
Routine service with no apparent issues. Original rating 3 because requirements did not seem demanding but was persuaded to increase this.
Thank you for the great response it is apprecaitted
I chose to wait at bmw premises whilst first major service was carried out. This was no hardship with coffee available and comfortable waiting area.
Thank you for the great comments they are appreciated
Car ready on time, all problems fixed no dispute
Thank you for the great comments
When booking the car in I was offered a ride home, this was reiterated on the call the day before but at no point did anyone tell me this was a shuttle bus which left at 8.05am therefore I missed it when I arrived at 8am. Better collocation needed.
Please accept our apology we do run a Bus service to a tight schedule, it is regrettable you were not informed of this
It all happened much quicker than I expected
Thank you I will pass on your comments
SUperb service from the Sales team stopped getting a 5 by some delays from the parts team. Otherwise, I couldn't fault.
Please accept my delay with parts you ordered, I do hope you now enjoy your new car
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.
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
Great news I am pleased it all worked out for you
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.
Thank you very much for your comments and thank you for selecting Vines Guildford for your purchase
It was an efficient and friendly service.
Thank you enjoy your new car
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.
Thank you for the lovely response it is appreciated, I am sure you will enjoy your new car I do hope you enjoy it.
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
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.
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
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.
Enjoy the car the specification looks great, I do hope you enjoy it !
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.
Thank you for the positive feedback
As above - felt like an individual and not a number
Thank you for the lovely response it was a pleasure looking after you
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!
Glad you liked the handover, enjoy the car !
No problems. Delivery was as promised.
Thank you !
The process was undertaken in a friendly but professional manner and everyone that I encountered couldn't do enough to help me.
Warm and friendly people / atmosphere
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.
Thank you I will pass on your comments to Eric !
A smooth procedure and I cleft the garage very pleased with myself with the result. Much better than two such transactions with Mercedes!
Thank you I will pass on your comments to the Sales Executive involved Phillip Hinds
Everything thing done perfectly and quickly
Thank you enjoy your new car
The experience was great - but the delivery of the car was somewhat delayed
Thank you for the positive response
I was not given a full tank of fuel as mentioned in the paperwork.
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.
Thank you for the great response I do hope you enjoy your new car
The process was very efficient and I was completely at ease knowing my needs were being dealt with in good hands.
Thank you for your response I am pleased you found the experience to be pleasurable and we look forward to seeing you again soon
Excellent customer care, worked hard to secure the target deal set
Thank you I hope you enjoy the new car the specification looks stunning
Richard Parker is brilliant
Pleased you enjoyed our coffee and you also happy with the level of service received from Richard Parker, I will pass on your kind words to him. Your new car looks great in specification I do hope you enjoy it, and thank you for purchasing from Vines Guildford
Choosing all the extras for a new car was quite daunting. I had been used to electric seats and didn't realise how important this was to me. Perhaps your salesman could have pointed this out to me at point of sale.
We do operate an electronic communication system I will investigate why your messages were not passed on, please accept our apology