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

Good service quality

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.

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.

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

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

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

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.

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.

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

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

Great service

Problem reoccurrence

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.

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

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.

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

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

Fault was not fixed

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.

Excellent service.

Staff always very polite & helpful & provide excellent service

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

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

Cost and time to replace two bulbs was high.

Completed on time

Prices are high but service is good

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.

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

Swift checking in of car and great customer service

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

as above, great customer care

Very happy

I was very unhappy but BMW eventually completed the work and did not charge me anything so I was slightly satisfied about that

Friendly cooperative staff who made the repair and arranged for much of the work to be covered by 3 -year guarantee as the problem, though hidden for a long time, clearly started in guarantee period. e

very minor service completed satisfactorily, as far as I know

Good communication. Excellent linking of service centre and bodyshop

Helpful. Got the car done to time.

Natalie saw to it that my service was done while I waited without any drama's and in super quick time. She is such a lovely professional person.

Friendly and super keen to be helpful

No nonsense approach. Work can be trusted to have been carried out to a high standard. Very rare these days!

My car was kept for an extra day for a software update, which was not carried out. I have to go through the inconvenience of bringing the car back again, which I don't have time to do. I will be driving an unreliable car long distances with kids.

Very efficient and the team were very helpful in getting my car serviced promptly so I could pick up my daughter from school

The health check report said that the mobility sealant was out of date. As I have run flat tyres, this shocked me and I believe showed a careless attitude by the workman. I asked to speak to him but couldn't.

See previous answer. However, the service manager I had this time was very good which went some way towards recovering the situation.

all went well

They have always been highly efficient,courteous and extremely welcoming. In addition,while I wait for my car to be serviced,they provide excellent coffee!

This was my first visit to Vines and they had already researched the vehicle history prior to my arrival and provided a very efficient and courteous service covering all of my servicing requirements and sought guidance from BMW for the i-drive defect

Fixed the problem, no delays and transport took me to and from the office

The bus service limitations weren't explained in detail which meant i had to get a train from Guildford and then back via Woking from town

All ended up ok.

Very courteous and prompt service. I was looked after extremely well while my car was being fixed and Eric took my car away and delivered it for me with zero fuss.

Prompt and informative

Professional

Customer service was excellent

Agreed time, you picked the car up, serviced it, cleaned it and returned it. No hassle!

The reason why I haven't given a lower rating is because the service advisor was very good.

Seamless helpful experience

My individual requirements were attended to with a total courteous and professional attitude

For a pre-booked appointment at a specific time for a new tyre, service was slow, i.e. it took a long time (in excess of 90 minutes) to change a single tyre.

Price.

Excellent service

ANSWER IS SELF EXPLANATORY

Easy to book, completed on time, kept informed.

Was difficult to get update on service progress and completion time

Initially incredibly dissatisfied. As explained I had to make a lot of fuss to be taken seriously. The junior service staff need training. There are only a few that I would deal with from now on.

Everyone was very nice to me but see above. A lady assistant went to retrieve my car park card which I had forgotten from the car.

Very good service from Frank Jardin and and John Howard. I have not awarded five stars as the telephone reception staff do not seem to pass messages on on a timley basis, why do they not have a direct dial system with voicemail!!

Very helpful and good service

The level of customer service I received was terrible. The service took twice as long as the estimate I was given, I was not updated as to progress and I had to cancel another appointment as a result.

Very friendly and knowledgeable service executive with the service carried out while I waited. The paperwork stated incorrect mileage. Telephoned to speak to the service department, left a message but didn't receive a call back - hence not 5 stars.

Because the drivers window collapsed and would not operate.Your mechanic/engineer repaired it.

friendly professional service

Quick service. On time.

Whole process from initial booking to collection was straightforward.

Car cleaned very well mot done in relative short time

Fast and efficient.

Previously been very happy but on this occasion I was disappointed as the cost of the service was a lot higher than the price quoted when I booked. The lady serving me eventually sorted it out and charged me the price quoted.

Car repair carried out on time with advice of details as usual

Very good service from the Service Team representative who proactively managed the booking and confirmed vehicle readiness

A straightforward job of changing winter wheels was carried out well and on time

Expensive, out of service timing (nobody told me and i was supposed to remember few hundred miles before the 18k miles limit! Clerk didnt advise checking automatic headlights sensors is part of warranty!

Poor arrangements for transport - having to book 6 weeks in advance for a courtesy car, no lift home option, and a long wait for the courtesy bus. Work took all day and was incomplete for lack of parts so I have to return again.

Was hoping work would be completed in one day but when I called the chap who answered the phone - didn't want to order the part which had failed - boot lock. Within 10 mins of leaving car got a call to say they needed to order part!,

My visit was to swap wheels from winter to summer. I was waiting and told it would take less than an hour. It actually took about two and a half hours. The car should also have been returned clean, but was not. The wheels were particularly mucky.

Friendly staff but poor communication. Waited for MOT to be done, and asked how long it would be. Told 1 hour roughly. After 2 hours I had to go and ask for progress and ready 30 mins later.

As above. You dealt with two warranty issues seemlessly, maintaining good communication.

Cos I was !

N/a

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

Lee was very good at keeping me informed of the status of my order and was very helpful in all other aspects.

Easily contactable n experienced salesman. Would go through every bits n pieces about the info u need for car n will help u to choose the correct drive to ur needs. A very competent n experienced salesman.

Richard was really helpful

From the answers above, the team were excellent

The salesman very professional and spent time with us and the hand over of the new car was excellent

Tony Genn and Megan Thornber was so friendly and easy to work with. Both were professional and done everything they could, within their power, to make things work for me. Thank you both

Regular updates on progress and helpful sales team

Ezcellent sales person- Lee Trussler. Good product knowledge and excellent handover.... enthusiastic about the product - recommend him.

seamless experience, no challenges

As stated the Sales Executive was excellent all the way through the process

All staff were very friendly and helpful the whole experience was enjoyable

Everyone we spoke to was courteous and helpful, all our questions were answered.

Richard Parker at Vines Guildford spent a lot of time with me choosing a car and going through all the options. Very professional and no pressure at any time for me to purchase

Ray delivered fantastic service and went the extra mile to explain what car options I had and showed me all of the different dashboard controls on the car

Very satisfied. Very thoughtful and thoroughly explained.

Very satisfied overall, the unveiling was a nice touch but I think someone forgot the flowers we were told would be part of the unveiling ??

Richard Parker was very helpful. Everything worked smoothly and on time. It was a pleasure to work with Richard.

Your call service centre staff were as good as useless...Tony's sales service at Guildford was great...but when he was odd apparently not another single person in the building could tell me when my car was to arrive..

Tony was amazing

Excellent. Car was in the pick up bay and Lee took me through the controls and answered all me questions. I didn't feel rushed at all in the process.

A very friendly, helpful and patient service from people who seemed to "get" my cautious approach and did not pressurise me. I could not have asked for more.

Constant communication with me through the whole process

Very good car but above all the knowledge and helpfulness of Eric Wickham

Richard Parker was extremely helpful and went out of his way to find the cars we wanted. He kept in touch and explained the tech clearly and patiently. I would thoroughly recommend him.