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.

Poor transport, communication and problem solving

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.

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

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

Overall good but took longer than anticipated.

Everything worked as it should have done.

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.

Everything was simple with no fuss. My only slight criticism was I had to ask if I could help my self to a beverage whilst waiting for my car to be serviced. Then someone assisted me.

Car was in for recall, you forgot to order part. Back in again today, issues not sorted and car in same condition as this morning. I've left it again tonight. It is such a waste of time. Very early mornings and inconvenience time & time again

Treated quickly and without fuss.

extremely professional, courteous and very friendly

Issue was initially incorrectly diagnosed and it took a very long time for the technicians to take a second look even though I bought the car back the same day (i.e. I seemed to be put to the back of the queue)

Service staff very good

As above. Also told to wait out front for car which took a while to come round. Unfortunately have to say that Audi service was much better.

Your staff are always exceptionally courteous and I feel like a valued customer.

My service advisor was useless. He wasn't helpful with my issue and would not reset the service light. Was spoken to in a rude manner and left me and the car outside with the issue not resolved. Will not be returning again.

Because I trust them implicitly. Pity about the service advisor who accused me of using more fuel in the hire car than I did. Otherwise brilliant as usual

They did what was needed

I had travelled up from Cornwall and with a faulty headlight bulb and no booking I was dealt with efficiently and relatively quickly.

Helpful staff through the process and worked with me to help drop the car off early and pick it up and a convenient time.

Not good this time...it's a shame as I consciously chose Vines for me Bmw services and feel a bit let down

The service work was find. What I didn't like was the inflexible and surly attitude of the courtesy vehicle driver. In spite of being the closest person he could drop off he insisted to go all the way round Guildford. So no service at all

Frank - my service advisor was courteous, professional and always updated me with the status of my vehicle.

Technician didn't reset the service warning light. I'll have to revisit to get that fixed. Service advisor has had two messages to call me, but hasn't called. I asked the advisor to have the technician look at a rattling roof, that wasn't done.

They are all accommodating and knowledgable

Until Jim spoke to us, three days after Vines received the car, no one could give us any idea of when the work could be started let alone assessed for major damage. Jim subsequently was very helpful assuaging our worries and giving us the timing.

Service carried out as promised

Needed a tyre replaced (urgent but not an MoT failure) but did not ring to advise. Ended having to go elsewhere the following day.

Flashy showroom doesn't match service you receive.

Professional

Very helpful dealership.

see previous answer

They sorted out the problem with the I drive and provided great service in terms of pick up and drop off to the station

This first major service had to be done whilst I was away, so I was very grateful having been offered a pick-up and drop-off service especially since it also needed a modification of which I had not previously been informed.

Felt let down that bmw refused to fix the issue

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.

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

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

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.

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

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

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

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

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

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

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

Steve Champion arranged for us to take home a demonstration car for a day. We found this very beneficial because it gave us a proper feel for living with and driving the car on familiar turf, therefore giving us the confidence to buy the vehicle.

Everything was exactly on time and as described

No fault with the dealership. Expected delivery in mid December but not delivered to dealership till mid February due to BMW putting it on hold for update and an update with the display. Annoying but could not be helped.

Having been introduced to Vines by my sons Girlfriend who works there, I met with Salesman Lee Trussler who was extremely helpful and professional. Took me through the options without being pushy making the whole buying experience a pleasure.

Great service and my vehicle delivered with a bow on it as requested!

This should be completely satisfied, and I will be delighted to change when the long overdue refund is processed. Thank you. Otherwise the experience was excellent.

Eric is a great sales rep and communicates effectively

I was kept up to date with the progress of my purchase from order through to delivery. Richard Parker was very professional and a great ambassador for your brand!

I've enjoyed the email updates and Chris has been available to answer all questions throughout. Every time I have stepped through the door I have felt looked after.

The car is fantastic and I enjoyed the whole experience with Vines of Guildford. The staff are friendly, listen to my needs and deliver.

Great experience

Philip Hinds was extremely polite and professional.

Great customer service and nice touch with the unveiling!

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.