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Lewis Reynolds

General Sales Manager
  • Department Sales

Megan Thornber

Business Manager
  • Department Sales

Richard Croker

Business Manager and Motability Specialist
  • Years in the industry 3
  • Department Sales
  • Hobbies Socialising, meals out, golf, tennis, DJing

Charles Squirrell

Used Car Buyer
  • Years at the dealership 4
  • Department Sales
  • Hobbies Scuba, Classic cars1965-1980,Horse Racing Flat / jumps, F1 GPs and London

John Howard

Aftersales Manager
  • Years at the dealership 8
  • Department Service

Tony Genn

Sales Executive and Motability Specialist
  • Years at the dealership 10
  • Department Sales
  • Hobbies Golf, football

Chris McIsaac

BMW Sales Executive
  • Years at the dealership 1
  • Department Sales

Eric Wickham

Sales Executive
  • Years at the dealership 19
  • Department Sales
  • Hobbies Football, mountain biking

Richard Parker

Sales Executive
  • Years at the dealership 8
  • Department Sales
  • Hobbies Swimming, taekwondo

Lee Trussler

BMW Sales Executive
  • Years at the dealership 1

Thomas Rumsey

Sales Executive
  • Department Sales

Ray Davey

Sales Executive
  • Department Sales

Sophie Sardar

Sales Executive

Sam Trevett

BMW Product Genius

Georgia Harris

BMW Product Genius

Natalie Baxter

Service Advisor
  • Years at the dealership 13
  • Department Service
  • Hobbies Holidays, Disney World

Frank Jardim

Service Advisor
  • Years at the dealership 3
  • Department Service
  • Hobbies Mountain biking, walking, kayaking

Gwyneth Gavine

Centre Host
  • Years at the dealership 10
  • Department Centre Host
  • Hobbies Theatre, opera, art galleries

CUSTOMER REVIEWS.

Our centre star rating is based on customer satisfaction scores from real customers. It is based on information collated by BMW UK over the past 90 days of new car sales and aftersales service transactions, where the customers have subsequently elected to complete a satisfaction survey online or by phone. You will also see below customer comments, which are unedited.

Staff are always welcoming & helpful. Customer service levels are high

Service

Don't like being asked to re-fill hire car when only going to cover a few miles. Otherwise all good.

Service

Did every thing I expected.

Service

I presume the work performed by the technicians was good but disappointed with customer service.

Service
Thank you for your review and feedback here. I will ask our service manager to contact you to address the issue you had with our customer service.

Did not get a resolution of the issue.

Service
We are sorry to hear this. I will ask our service manager to contact you to resolve this matter swiftly.

Clear communication regarding replacement parts and costs...on time vehicle delivery.

Service
Thank you for your review.

Because I speak as I find and have received great service from Vines Guildford since buying the car there.

Service
Thank you for your kind review and we look forward to your next visit to us.

Efficient, friendly, nice to deal with. Everything one would expect (hope for) from a BMW dealership. Unfortunately not all of them live up to these standards.

Service
Thank you for your kind review and we hope to see you again when we are needed in the future.

The issue with my car is still not resolved and I have found it very difficult to get the car back to Vines for them to complete the job.

Service
We are sorry to hear this. I will ask our service manager to contact you to resolve this matter swiftly.

There were no hidden 'catches' and everything was explained to me clearly. The chap I dealt with was professional and courteous too which made my experience positive.

Service
Thank you for your review and we hope to see you again when we are needed in the future.

Excellent service

Service
Thank you very much for your review, we really appreciate it.

Work was done fine but 2 hours + for an MOT is a bit long

Service
Thank you for your review and feedback.

I should not have to pay for this. You do not provide pick up and drop off unlike Audi next door unless I want to wait about 6 weeks. The inside of my sindscreen was dirtier when I collected than when I left it.

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you so this can be addressed with you personally.

Service was good professional and car returned lovely and clean

Service
Thank you for your review, we really appreciate it!

They fixed the problem quickly but the sales manager Chris McIsaac showed excellent customer service, keeping me informed throughout.

Service
Thank you for your review, I will pass on your feedback to Chris and hopefully we will see you again in the future.

Whilst the personal service I received was fine, (waiting area, refreshments, etc.) having to wait 2 hours 30 minutes for a pre-booked while-u-wait MoT to be completed is disappointing.

Service
Thank you for your review and we are sorry to hear about your waiting time. We will take this on board and look to improve our service in the future.

An MOT test was carried out successfully and with minimum fuss.

Service
Thank you for your review and we hope to see you again when we are needed in the future.

Couldn't fault it.

Service
Thank you for your review, we really appreciate it!

The car came in for a software upgrade. I do not believe it was road tested properly, as when I collected it the tyre pressure RDC was showing a fault and the seat memory did not work. I was told to road test it myself which I did and all is well.

Service
Thank you for your review and we are sorry to hear this. If you would like to discuss this matter further, please do get in touch and we will be more than happy to help and address this with you personally.

I wait for my car so it means a two to three hour wait, which is fine for me as I take things to do. The waiting area is comfortable and someone is always on hand to make you a coffee or tea if you want one!

Service
Thank you for your review and we hope to see you again when we are needed in the future.

They rectified the problem with my car and they kept me informed all the time exactly what they were doing

Service
Thank you for your review and we hope to see you again when we are needed in the future.

Service was quick and I was notified of all work done. Courtesy clean was not what I would expect as the windscreen was still dirty

Service
Thank you for your review and feedback, we will take this on board and look to improve our service for the future.

Any servicing or problems with my vehicle have been done on time and to my complete satisfaction

Service
Thank you for your kind review and we hope to see you again in the future.

Staff courteous and helpful..

Service
Thank you for your review, we really appreciate it

I was looked after very well and car was ready before the expected time and was clean.

Service
Thank you for your review, we really appreciate it!

Very polished and polite.

Service
Thank you for your review and we hope to see you again.

Friendly and efficient service.

Service

Mostly very good but reception staff could have been a little more attentive

Service
Thank you for your review and feedback. We hope to see you again in the future when we are needed.

Friendly and efficient service.

Service
Thank you for your review, we really appreciate it!

On the whole, the service is very good at Vines, particularly the bodyshop which did a fantastic repair to some accidental damage last year. However, I felt that on the recent service, the welcome car wash seemed not to be quite as thorough as usual.

Service
Thank you for your review and feedback, we will take this on board and look to improve our service for the future.

Re set every setting in my car without warning which not impressed with. Could find my keys on pick up and kept me waiting for 10-15 mins.

Service
Thank you for your feedback and we are sorry to hear this. We will take this on board and look to improve our service for the future.

Pleasant reception,quick action re timing for the day and action to be undertaken and all timings held.

Service
Thank you for your review and we hope to see you again when we are needed in the future.

Car clean was avarage at best. Alloy wheels still filthy and inside of windscreen had been cleaned with a dirty cloth clearly as it became apparent in the evening sun that it was utterly filthy. No glass cleaner had been used.

Service
Thank you for your feedback we are sorry to hear about this issue. I will ask our service manager to contact you regarding this matter.

Efficiently conducted.

Service
Thank you for your review and we look forward to your next visit to us!

Repairs should last longer than 3,000 miles if parts are faulty then this should be investigated with the part manufacturer please.

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you so this can be addressed with you personally.

Prompt efficient service from helpful staff.

Service
Thank you for your review and we look forward to your next visit to us.

I was told I needed new drive shafts as the ABS sensors were integral. I have since learnt anecdotally and through research that this is not the case. I had a heavy bill payment which I feel is was not necessary.

Service
Thank you for your review and we are sorry to hear about this issue. I will ask our service manager to contact you regarding this matter.

Work was completed satisfactorily.

Service
Thank you for your review, we really appreciate it.

only dropped 0.5 marks because of the cost of the loan bike. £25 seems high for what is offered. The cars side of the garage do not charge this much.

Service
Thank you for your review and feedback, we will take this on board and look to improve our service in the future.

Very responsive and fast.

Service
Thank you for your review and we look forward to your next visit to us!

Staff were efficient and knowledgeable.

Service
Thank you for your review, we really appreciate it.

charged for no work being done and poor communicatio

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you so this can be addressed with you personally.

Service carried out as expected

Service
Thank you for your review and we look forward to your next visit to us.

Service carried out satisfactorily in the timescale indicated.

Service
Thank you for your review and we hope to see you again when we are needed in the future.

My description of the BMW workshop at Vines in Guildford: incompetent (same repair three times), careless (I was given back an unsafe car three times, my car battery was damaged during the latest repair) dishonest (placed blame on me)

Service
Thank you for your review and we are sorry to hear about these issues. I will ask our service manager to contact you regarding this matter.

The appt' made online for 'while you wait service' - vehicle due at 3-3.15pm Following day a call confirmed the appointment, but said 10am, her system didn't reflect the 3pm. Also, the quoted online price differed from price charged.

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you so this can be addressed with you personally.

Hopefully my car will keep running until the next time,,, I'm sure it will.

Service
We are confident our service was delivered to the highest quality, but if you have any problems please do get in touch as we would be more than happy to help. Thank you for your review.

The new X5 which I bought from you has now been in twice within 3.months with problems.

Service
Thank you for your review and we are sorry to hear about this issue. I will ask our service manager to contact you regarding this matter.

Vehicle damaged as part of recall work ie boot / rear hatch opening X3 started catching and crunching against the roof on one side. Not good! No communication re repair (over a week!), no courtesy car available, apology! - not happy!

Service
Thank you for your review and we are sorry to hear about this issue. I will ask our service manager to contact you regarding this matter.

Wasn't a big service but car was very for collection by midday.

Service
Thank you for your review and we look forward to your next visit to us!

All done well. Just wish it was a little cheaper.

Service
Thank you for your review, we really appreciate it.

Process could not be easier

Service
Thank you for your review and we hope to see you again when we are needed in the future.

Quick and to the point!

Service

Everything was explained to me in clear language by service staff that were great to talk to, and when I picked the car up, it had been cleaned inside and out. A nice touch which adds to the quality experience.

Service

Nobody called/emailed me to let me know what work was carried out. I had to call vines to find out Also my car valeting was a disgrace the wheels were black with dirt and the windows were cleaned with a very dirty cloth inside&out,I had to clean it

Service

Normally the car is washed when it goes in for work. Not this time though.

Service
Thank you for your review and we are sorry to hear this. If you would like to discuss this further with our service manager, please do contact us so this can be addressed personally with you.

I was informed that the problem I had with my car had been rectified but this was not the case and I've now had to book it in again.

Service

completed vehicle health check and valet as part of fault recall

Service
Thank you for your review, we really appreciate it.

Sorted the problem out quickly.

Service
Thank you for your review and we look forward to your next visit to us!

Car was ready when Service Operative said it would be, very easy to book in MOT and Warranty Check, excellent facilities whilst waiting for car, staff very friendly and professional

Service

Everything was good.

Service
Thank you for your review, we really appreciate it!

Collection and delivery service was excellent, as were staff in keeping me informed of progress.

Service
Thank you for your review and we hope to see you again when we are needed in the future.

Not even 1 star. They downloaded new software in my car and fixed the volume but dynamic control system gone and no one told me that. I think that was not a good customer service.

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you so this can be addressed with you personally.

Reassuring and very helpful after our experience with Barons of Hindhead.

Service
Thank you for your review, we really appreciate it!

I was very satisfied with all the process and the courtesy car. I need to follow up about the service history booklet, which I cannot find in the documents pack; was that removed to fill in and then not returned?

Service
Thank you for your review. I will ask our service manager to contact you so this can be addressed.

The only thing that caused the missing * was that after the 'free wash and hover', I was left to clear a 'smeary' inner front windscreen - other than that, everything else was BMW 'as usual'.

Service
Thank you for your feedback, we will take this on board and look to improve our service for the future.

the way I was treated and the way the car came back spotless

Service
Thank you for your review, we really appreciate it.

Customer best interests at heart

Service
Thank you for your review, we really appreciate it.

Tyre pressures were all set wrong, with warning on dash. Had to go and put the correct air pressure in myself. No really good enough.

Service
Thank you for your review and we are sorry to hear about this issue. I will ask our service manager to contact you regarding this matter.

when i booked i identified 4 things that needed to be fixed. only one was actually fixed on the day because the engineer failed to notice one (service agent did notice it however) and the other two "would take too long". 3rd time of trying.

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you so this can be addressed with you personally.

Customer service staff are very good and helpful. Special thanks goes to James and Natalie. They are always there to help you. However, quality of the work carried out is not BMW quality.

Service
Thank you for your feedback, we will take this on board and look to improve our service for the future.

Vines dealt with the air conditioning problem quickly, efficiently and courteously.

Service
Thank you for your review and we look forward to your next visit to us!

Collect & Return service worked perfectly, and the car's servicing and MOT too.

Service
Thank you for your review and we hope to see you again when we are needed in the future.

excellent customer service, delivered with courtesy and professionalism

Service
Thank you for your review, we really appreciate it!

issue with loan car (not told to bring driving license); and don't both washing the car if it doesn't come out clean!!

Service

Still not satisfied with my hand brake... far to much travel in the hand brake for a new car.

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you so this can be addressed with you personally.

The collection and delivery time was better this time.Parts unavailable to complete manufacturer recommended modifications.Coolant level low on return.It wasn't perfect but I am a satisfied customer.

Service
Thank you for your review and we hope to see you again when we are needed in the future.

Good experience other than value for money

Service
Thank you for your feedback, we will take this on board and look to improve our service for the future.

Explained what was done, washed my car, made me a coffee while I waited!

Service
Thank you for your review and we look forward to your next visit to us.

Although my car advises me that a service is required it does not tell which type of service involving filters and spark plugs making it impossible for me to know which type of service to book online.

Service
Thank you for your review and we are sorry to hear this. We hope our service was carried out well and if you have any further issues please do contact us.

Accommodated a late collection after service completion. Ease of booking. Kept me full informed of progress and service pack covered cost.

Service
Thank you for your review and we hope to see you again when we are needed in the future.

When had the initial investigation say I needed a new condenser and I was unhappy with the cost, I was told somethng might be possible on reducung the price and I would be informed the next day. No one contacted me for several days, so I called back.

Service
Thank you for your review and we are sorry to hear about this issue. I will ask our service manager to contact you regarding this matter.

Good service quality

Service
Thank you for your review, we really appreciate it!

If I book a timed appointment I expect that is when the car will be worked on from, or at the very least I expect to be notified that this is a drop off time in advance. To find at drop off that ... not enough characters to give you feedback. Fail.

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you so this can be addressed with you personally.

Recall work carried out and car cleaned, so no problems. Not 5 star because of Comment on question 1.

Service
Thank you for your feedback, we will take this on board and look to improve our service for the future.

car was cleaned. ever think was organised and went to plan

Service
Thank you for your review and we hope to see you again when we are needed in the future

This was a recall booked in advance, but I was called later in the day to say they didn't have the requisite part.

Service
Thank you for your feedback, if you still require our assistance please do not hesitate to get in contact with us.

Overall service good, however unsure why it cost me over £180 for you to effectively just upgrade the computer to fix bugs (which you provided from new) and still unsure why there was an amber warning message.

Service
Thank you for your review and feedback. If you wish to discuss this matter further, please do not hesitate to contact us and we would be more than happy to help.

Vines were a bit confused as to when the car would be fixed due to out of stock parts.

Service
Thank you for your review and we are sorry to hear this. If this still hasn't be resolved please do not hesitate to contact us and we will be more than happy to rectify the issue.

I had to argue to have something included under warranty. When I went to collect the car, they couldn't find the paperwork, so couldn't find the key and didn't know where it was parked. It took half an hour to locate it.

Service
Thank you for your feedback and we are sorry to hear this. We will take this on board and look to improve our service for the future.

Happy that the recall was carried out, disappointing that it took 2 days, also I reported the engine was

Service
Thank you for your review and we are sorry to hear about this issue. I will ask our service manager to contact you regarding this matter.

Problem reoccurrence

Service
Thank you for your review and we are sorry to hear about this issue. I will ask our service manager to contact you regarding this matter.

Great service

Service
Thank you for your review and we hope to see you again when we are needed in the future.

No problems with the service and the car was picked up and dropped back without issues. However, no one went through what was done and I was not given a check list.

Service
Thank you for your feedback, we will take this on board and look to improve our service for the future.

On this occasion I didn't have to wait too long to get booked in for the recall. It was not possible to get a courtesy car but I was given a lift to and from my home.

Service
Thank you for your review, we really appreciate it.

On each experience I have found Vines to be helpful and professional

Service
Thank you for your review, we really appreciate it!

Did everything that was required on my vehicle within the timescales I had

Service
Thank you for your review and we hope to see you again when we are needed in the future.

Fault was not fixed

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you so this can be addressed with you personally.

Excellent customer service. Picked up and returned the car. Kept informed of the work done. Price paid was the price quoted - no hidden extras

Service
Thank you for your review and we look forward to your next visit to us!

Excellent service.

Service
Thank you for your review and we hope to see you again when we are needed in the future.

Staff always very polite & helpful & provide excellent service

Service
Thank you for your review, we really appreciate it.

See above plus when i did pick the car up what they done wasn't explained to me only the part saying the brake pads were replaced. Maybe it's bacause I've taken out the service plan when I bought the car new the service is different.

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you so this can be addressed with you personally.

The self service experience was disconcerting. It is much nicer to have a conversation with someone before the car is service. it is not what I expect from a premium brand

Service
Thank you for your feedback, we will take this on board and look to improve our service for the future.

Cost and time to replace two bulbs was high.

Service
Thank you for your feedback, we will take this on board and look to improve our service for the future.

Everyone very nice and polite but the problem wasn't fixed

Service
Thank you for your review and we are sorry to hear about this issue. I will ask our service manager to contact you regarding this matter.

Completed on time

Service
Thank you for your review, we really appreciate it.

Prices are high but service is good

Service
Thank you for your review and we hope to see you again when we are needed in the future.

Swift checking in of car and great customer service

Service
Thank you for your review and we hope to see you again when we are needed in the future.

as above, great customer care

Service
Thank you for your review, we really appreciate it!

Great service when the car was given its first running in service, however still waiting to hear from them in relation to a minor cosmetic defect I identified the day I collected my new car. Was promised at the service that someone would be in touch.

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you regarding your minor issue.

Tony the salesman was fantastic. Been buying cars from him for years.

Service
Thank you for your kind review and we wish you many happy years with your new BMW.

Long wait for a slot with a loan car available. Loan car insurance excess is high and they try to upsell you Servicing is expensive Poor diagnosis of problems and underlying issue not resolved Not particularly friendly staff

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you so this can be addressed with you personally.

Very happy

Service
Thank you for your review, we really appreciate it.

Very satisfied

Sales

Now on our 4th BMW, all from Vines. Staff (particularly Eric)are great, the cars are great and the whole process was handled very professionally

Sales

Process was at our desired schedule and the delivery was seamless

Sales
Thank you for your review, we really appreciate it.

Excellent and friendly service! Visited a number of other BMW Centres before choosing Vines of Guildford, but was extremely disappointed with all of them, almost no interest in helping with my enquiry!

Sales
Thank you for your review and we are proud to offer an exceptional service to you.

Always available with queries and ease of collecting new vehicle

Sales
Thank you for your review and we hope to see you again in the future.

The experience was great due to the salesman Thomas Rumsey he was not only very helpful and professional but a very easy person to speak to

Sales

I am so happy with my new Z4!

Sales
Thank you for your review and we wish you many happy years in your new Z4.

Outstanding service from vines Guildford Richard Parker nothing was too much trouble from the dealership very good service would recommend .

Sales
Thank you for your review and we look forward to your next visit to us!

Rebecca was fantastic from start to finish , very polite and helpful at all times . We felt valued .

Sales
Thank you for your review, we really appreciate it.

Eric Wickham was good to deal with

Sales
Thank you for your kind review and we hope to see you again in the future!

Good salesman but sometimes appeared to be a little over stretched to give complete attention to detail

Sales
Thank you for your honest review, we will take your feedback on board and look to improve our customer experience in the future.

Had to wait for a week longer than first expected, but otherwise extremely happy with the handover and the sales rep personally arranged for my conveyance to BMW Centre to collect the car

Sales
Thank you for your review and we wish you many happy years with your new BMW!

Great! Transparent, clear and a great product couldn't be happier.

Sales
Thank you for your review and we wish you many happy years with your new BMW.

Helpful staff as usual

Sales
Thank you for your kind review.

Sales was first class - 5 star and my 240I was recommended by our sales contact at Vines of Guildford

Sales
Thank you for your review, we really appreciate it!

Cos I was !

Sales
Thank you for your kind rating, we wish you happy motoring in your new BMW.

N/a

Sales
Thank you for your 5 star rating, we really appreciate it.

Not only was the sale and collection an excellent experience, but the continued aftercare also

Sales
Thank you for your review and we hope to see you again in the future.