No complaints

without a doubt the best garage that I have been too, always friendly staff on hand to help me out.

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.

Efficient and courteous service arrangements.

Problem solved without fuss

Everything completed in good time

Very satisfied. Waiting time to enjoy coffee biscuits, not boring.

Despite solving the problem on 1 side the problem is now occurring on the other. Very surprised this wasn’t also checked as a routine

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

Spot on timing and very helpful and informative, thank you

Helpful and knowledgeable

I’ve 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.

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.

Quick and easy, car was returned on time and super clean too!

Friendly, helpful, easy to do business with

Had to give up the whole day, as I got stuck in traffic on the way in and the way home

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.

as above - a really disappointing and frustrating experience

They resolved very fast my problem

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.

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.

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.

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.

Everything done as required in reasonable time

Excellent service

Should be 3 stars overall but this is BMW’s fault, not Vines.

Helpful staff, good service, just very expensive on repairs and servicing

had to queue for 20 mins to book car in, self service came up with the wrong information.

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

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

The dealership didnt wash the car before it was returned to me

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.

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!!

Everything went smoothly. Didn't take too long. Good facilities. Helpful staff. Complementary car clean was well done.

Always prompt and helpful

Timely and with good information flow

Everything went smoothly from start to end with us, our Insurers and BMW.

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

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 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

Everything went as planned with no delays

The only reason it wasnt completely satisfied was my vehicle stayed overnight to wait for a tyre

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

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.

Car collected and delivered back.Good feedback.

Service was carried out efficiently.

Aside from the issue I outline above, the staff at Vines were courteous, prompt and helpful.

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.

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

As above & the repair that it was in for has happened again.

Good service overall and the car always comes back from BMW beautifully cleaned which I much appreciate.

Tires changed on time as told and car cleaned

Efficient

Excellent after-sales service

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 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.

The service advisor, Natalie is the most efficient,professional and pleasant service advisor I have ever met. She is a credit to Vines BMW.

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

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, don’t recall the wording.

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!

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.

It took far too long to do an MOT and brake fluid serviceand I had to chase them up.

Service booked in and carried out efficiently. I was called to let me know the car was ready.

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

Everything good except the timing. I was told 1.5 hours for an MOT but it took nearly 2.5.

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)

The work was completed speedily and efficiently

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

Hassle Free and very friendly

All was finished on time, faults sorted and the car spotless!

Good service from start to finish

Benefited from discount vouchers and car returned nicely cleaned

I was kept informed as to what was happening at all times

Care given to my vehicle and communication of its requirements and progress.

Friendly and knowledgeable staff who are always looking at ways to help. Accessible and easy to use services.

I was expecting a call back and didn’t get one.

My replacement tyre was sourced quickly and the car cleaned before collection.

Rectified problem.

The problem was resolved completely

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.

courteous service team. speedy service.

As far as I know, all was done well, according to the check sheet, with tyre tread depths fed back on that sheet.

Parts and Body shop - Friendly staff who went out of there way to help

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.

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.

Fast and efficient

All very efficient & we were kept informed of what was happening to the car & when the work (under warrenty) would be completed.

One call not returned

arrangement for service completed as planned and car returned thoroughly cleaned.

Car well serviced and presented. Friendly and helpful service agent

Everything was carried out as discussed.

My car felt completely different in a good way after the service, very satisfied!

All my dealings with Vines have been positive

Routine service with no apparent issues. Original rating 3 because requirements did not seem demanding but was persuaded to increase this.

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.

Car ready on time, all problems fixed no dispute

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.

It all happened much quicker than I expected

SUperb service from the Sales team stopped getting a 5 by some delays from the parts team. Otherwise, I couldn't fault.

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.

Richard and Lee kept me fully up to date and were courteous and knowledgeable

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.

It was an efficient and friendly service.

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.

Excellent service

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

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.

I felt that the staff cared about my requirements and ensured that I was satisfied

We were kept up to date throughout the process by Phil. All questions were answered promptly and professionally. A pleasurable experience.

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.

As above - felt like an individual and not a number

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!

No problems. Delivery was as promised.

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

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.

A smooth procedure and I cleft the garage very pleased with myself with the result. Much better than two such transactions with Mercedes!

Everything thing done perfectly and quickly

The experience was great - but the delivery of the car was somewhat delayed

I was not given a full tank of fuel as mentioned in the paperwork.

Kept up to date at all times and time taken to run through all aspects of car controls and features.

The process was very efficient and I was completely at ease knowing my needs were being dealt with in good hands.

Excellent customer care, worked hard to secure the target deal set

Richard Parker is brilliant

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.