The service provided was very good and helpful

no problems

Good service done on a while you wait basis. Further improvement is possible by speeding up the process

took lot longer than expected. Primary reason for visit was have digital key for my new model X5 programmed to my iphone. Shouldn't take 2 hours to establish not possible and that BMW digital keys are only (currently) programmable to Samsung phones

Because for over thirty years it is the best dealership I have ever experienced. Nothing is ever too much trouble. The people are extremely helpful and professional. A pleasure to do business with.

As above. It transpired they were waiting for the wash bay to come free - if I'd known I'd have happily forgone the wash to avoid wasting any more time

Great service.

Very good

Great service - ensured we only paid for the work we required. Bus into town is a very good idea too.

Polite efficient staff. Prompt service.

because I was very happy with the way the booking, diagnosis and work were carried out

Problem not resolved, given back the car without checking this. No call as promised tbe next day, put on hold for 20 mins when I called again, left message and not returned. Had to call several times to speak to someone then no apology.

All very straight forward and convenient

The self service system didn't recognise my keys even though I had a e-receipt so my car hasn't been serviced at the end of the day. The gentleman who I spoke to was very apologetic and nice however I would've expected a little more than just 10% off

The service on my car was efficient and personable. I had to wait for 8 to 10 minutes to be served when I picked up the car, not a major problem but not a full 5 stars.

Got the job done. Good work

Because I was short of time and the service dept made it a priority to get my vehicle back to me ASAP

Very efficient, as promised service

Like my wife before I was put into an extremely dangerous position. The service staff had apparently switched off the "automatic lights on" . Next night I drove for 15 minutes in the dark not realising this as the dashboard was lit.

Last year my experience was disappointing but happy that my experience this year was back to the level I have come to expect from Vines.

Pick up from home and delivery back eas a convenience

Everything went smoothly, including courtesy car, although some queries over connected services were not answered (renewal of subscriptions)

The winter service also identified that my rear tyres are wearing on the outside, and one of the tyre had a cut that exposed the core. Both tyres were change, but I don't know if the alignment of the rear wheels had be adjusted.

I was well looked after and this first service on the car was very simple so did not risk anything going wrong.

Vines accommodated a late addition of brake fluid change and everything was completed efficiently. The customers lounge is very comfortable at Vines.

This time around it was pretty good but previously that has not been the case.

I RECEIVED WHAT I WAS WANTING

Job was done well

Generally fine and well treated. The service took quite a bit longer than the two hours I was told.

Nothing wrong with quality or execution of the service and MoT

Just a bit let down when I went to lay and the price was not honoured. Having said that the service manager rectified the issue without any excuses.

Easy quick and friendly

Surprised to be invoiced for a battery charge along with the roller blind replacement.

I received good customer services from the Service Centre and good advice from your Sales Team.

I was dealt with speedily and with the utmost courtesy throughout. Moreover, this latest visit - for an MOT test - was completed efficiently, together with a complimentary check and clean, in less than 90 minutes.

Leak not resolved

The staff at Vines BMW Guildford were kind, courteous and professional. The service was as expected - fast and thorough. The car came back to me presented in an immaculate state.

The car was ready on time. Useful feedback on the condition of the car.

Tom Taylor was fantastic. At last Vines has a gentleman who understands customers and is professional and polite!! My previous experiences have not been good with grumpy and defensive service advisers that have no passion for the BMW brand.

Had a waiting appointment. Had to wait a long time. Eventually had to get the car back before it was washed. The chap on the service desk put on the form for the car to be ready by 10am. I got the car unwashed at getting on for 11.

The problem was solved quickly under warranty without quibble. The staff were polite and friendly.

quick and efficient

I pre-booked for the fast lane service, advertised as 90 mins and arrived a few minutes before my slot. It took 150 minutes to receive the car back after a simple 1st oil service. It was a similar experience for a single tyre change earlier this year

Unfortunately I was waiting three hours for a job which should have taken one hour and a half....Apparently my car was stuck on the ramp! And nobody came to explain the situation to me.

Car was done that same day. Thankfully they warned me the brakes would feel odd the first 150 miles.

Ridicusously slow process (24 hour turnaround) for getting technical guidance from BMW Germany to investigate programming problem.

The warning light on my car was still remaining when i picked it up which meant they hadn't even considered the other issues i highlighted with the car.

Had to have second visit - even though booked for 3 days - unit was on 7 day order - but frustrating but was happy in how it was dealt with

No help from stuff I get better services from my local garage

Great service. Always kept informed

I was very satisfied with the overall service. I'm disappointed that I did ask for a specific software update on my '16 plate car that has not been done when I specifically asked for that. I find it very difficult to make time to get my car there.

There was a fault with the cars tracking shortly after we collected the car. BMW failed to diagnose and fix this, we paid a third party. They wouldn't clear the windscreen squirter at pre MOT test so we had to pay a third party again.

Technicians at Vines seem to have sorted the problem. Two clutches with a car that has only done 14,000 miles. First bill accepted by bmw warranty, second clutch, 1,300 miles we paid. Please read Vines report on bearings sticking.

Prompt service and comfortable waiting area.

The actual service was fine, but there was a follow up which never happened & no one has contacted me even now

Very helpful in resolving my issue.

I am always happy with the service i get at vine thank you

I was disappointed that the service representative did not know the function of a micro filter and had to ask his manager. I found the cost of the service expensive for a car just two years old with only service parts exchanged (filters, oil.)

Sometimes better that others

Good service from richard Parker @ vines Guildford

very good service but very expensive

Auto check in didn't work and there was only two service personnel checking in cars. They also had to go and get courtesy cars with customers which would have been more efficiently achieved by other personnel

The customer care was excellent, I was looked after incredibly well. However I was rather concerned that the first and only service was somewhat meagre and expensive for a new car that had been on the road for almost 30 months - hence the score of 3

Incorrect tyre quote and then changing information about availability. No follow up on sales query.

good - easy to arrange, efficiently carried out, and pleasant environment to wait for car; valeting of car appreciated, but not as well done as in the past, looked like a rushed job, which was a bit disappointing

I decided to choose the 'while you wait' option and it took rather longer than expected, however, there was an issue with an engine mounting which was found to need replacing and was done under warranty during the visit.

AS mentioned above, your staff have always been very helpful and provided the level of service we have come to expect from a Car Dealer of your standing.

Totally satisfied on this occasion. Service staff helpful and friendly, car returned in excellent condition.

Everything discussed was carried out. Just wish it wasnt so expensive.

Because the lady who dealt with me was very good and kept me informed as to what was happening

Used this garage for a number of years for both new cars and maintainence. Never had a reason to use another BMW garage.

Nothing to fault and a reasonable cost

Service and MOT was completed quite quickly - I could have waited but was not told. When the car was returned it was cleaned, which was nice, but all the driver settings had been changed. - seat moved, mirrors moved, etc.

Servicing staff efficient and helpful.Also produced for me an attractive service plan

Car service and work completed within agreed times, employees seemed efficient. My car had been cleaned but not to BMWs normal standard - wheels only half done

My car was taken in, work carried in a timely manner and delivered back to me just as you would expect it to be.

The whole service was very efficiently handled. Although the work content was fairly predictable, nevertheless it was completed on schedule.

The dealer did all they could to make my visit pleasant. I can't see what else they would do to improve anything.

Thanks Natalie

Staff excellent in reception. Wrote to Customer Service Manager (Mr Sellen) 12.11.2015. re damage to run flats and rims and got nowhere. 15,000 miles on and here we are again ... they are not fit for our poorly maintained roads!

Good quality service

Good service from start to finish, and they cleaned my car which was nice as it needed a clean (although they didn't clean the wheel rims very well)

No problems always helpful

Valeting of cars is an appreciated service, but in our most recent visit (October 2019) it seemed a bit skimped compared to previous years - hopefully this is a blip rather than a trend

The recall work was carried out efficiently, however my request to have the cars on board service history updated was not done. Assume this was because it was the previous service undertaken by an independent approved garage and not a BMW dealership.

I called to book in for an MOT and service. Asked what service was due and was told full service was due. Left it with you and was then told full service was not due. On collection I was told a time and was waiting for an hour before it was ready.

They did/do a good job. Straight forward no messing about.

Fault not actually fixed....

As above

Didn't wash car after service

See above, although the service team were very helpful with a replacement car

Good diagnosis

staff get to know you and go that extra mile

The service was quick, prompt, and James (I think that was his name) made sure I was able to find my car afterwards, unlike previous visits when it's taken me as long as 30 mins to find it

Brake squeal not resolved unless I pay. Service package was suppose to included everything upto 38K/3yr warranty according to the salemans. Now have a bill for £105 for brake fluid change on collection of the car. No head up when booked it in.

Easy, convenient and straightforward

Not presented with a Warranty Invoice - had to request one. I like confirmation of the work carried out.

I never give anyone full marks as they think there is no need for improvement

I would score 5 for service, Attitude and keeping me informed. I hold back 1 star in this case because in the end the fault was not rectified.

Service from FRANK JARDIM

Again, made a pleasurable experience by the particular salesman, Eric Wickham. He knows the BMW models, is helpful in answering questions and not at all pushy. Received a 'fit for purchase' explanation of the new car 'buttons' Good followup rapport

Just superb. The experience at Vines of Guildford makes choosing a new car a pleasure. Great product knowledge. Friendly. Professional. Love my new car

Firstly I was given a car for 24 hours to see if I liked it the sales man Richard Parker from vines of Guildford went above and beyond to make sure I got what I wanted and kept me informed on all aspects up to the day of delivery.

smooth transfer and pleasant staff

Car developed a fault within the first 48 hrs of ownership, The Dealer quickly looked into the issue and provided stand in car. Investigation still on going, hopefully will be resolved this week

I was informed the vehicle had a CD player, but on delivery there wasn't one. I even telephoned to ask how to download music to the hard drive, and I was informed just insert the CD and follow the instructions. Product knowledge lacking!

Eric made the sale quick and easy as he has done on several occasions previously.

Vines in Guildford, and especially Sophie Sardar, have been excellent throughout this process.

Friendly service and good communication

Car arrived a month late as it required a small ordering