Vines were professional efficient and friendly about obtaining a car not at their dealership. This enabled me to deal with local dealer rather than one far away that had the car with the spec I wanted.

Critical work not completed on the vehicle after 2 week wait for an appointment. Terrible communication, work that was not requested was done instead without confirming first.

Service hit an unexpected problem and a loan car was kindly provided but there was a bit of hanging around..

All well that is driving well

Apart from the already mentioned above, I was also left feeling that I'd been given a personalised service rather being just a number.

No one contacted me to say my car was ready and no one returned my calls. The bill for refurbishment was more than quoted and no one knew why. I queried this and got a call on Monday saying I had been overcharged. Lucky that I checked. V unimpressed

Cost a lot more than anticipated and seemed high compared to normal for the small amount of work. No assurance that valued customer discount had been included etc.

All the work was very satisfactory but your service adviser did not return four phone call I made to him requesting information on the service. In the end I spoke to a very helpful adviser who answered my question.

Although the fault was identified and a software reload rectified it, because the car was not picked up until 11:45 the car could not be returned to me until 09:00 the following day, which caused me to be late for work.

They were very efficient, friendly and informative. I did the key drop for servicing and this worked very well. The minbus into Guildford is very efficient and the waiting area is very accommodating

Very friendly team

Confusion about type of winter tyres being fitted. Originally told would be run flat but incorrect. Had to buy repair kit.Wait time longer than promised

The service was carried out and done by lunchtime. I arrived at 3.45 but car wasn’t ready due to it waiting to be washed. I was informed it would be ready at 3.30pm. I wanted the car then, wasn’t worried about the wash but had to wait 30 mins.

They efficiently got to the root of the problem and sourced the required part whilst dealing with all the necessary paperwork.

Gaven the service manger always give me first class service

Very efficient....

The car had no faults from purchase until we had it serviced by Vines. After collecting the car, we noticed a few occasions of flat spots/lack of power while driving. Then a warning light came on stating drive line fault. Apparently an EGR valve fail

Cost (of replacing brake pads). Major plus point, for us: the complimentary transfer into/out of town centre: a huge bonus.

This was a repair to fix another repair done only a few months ago so how can I be satisfied?

I have a BMW X5M. Bought new for £100,000. Doesn't entitle special service, but demands reasonable care. After a service Jack allowed my wife to drive away with the engine warning on, then was dishonest and rude when challenged. Other staff also poor

Work completed on time - no issues.

Kept waiting for car on collection as was told the clean was not complete! Got the car after waiting 40 mins and the tyres were not totally clean and inside of car was patchy too. The rear fog light has failed 4 days after MOTnot what I would expect

The rattle has gone for now, Natalie was helpful. I gave them the car on 15th Dec for a week, to do rattle and MOT. I was away in France. You call on 19th to say it had failed, and so the rattle couldnt be worked on! Why not fix the rattle, then MOT

Everything about the service was great but parking as with most BMW centres is a disaster

Issue was dealt with quickly

Staff very helpful and car was ready (and cleaned) when asked for. The only slight disappointment was that I had to book it in a month in advance when I was hoping a week or two. I guess it shows how popular and busy BMW are now. It was also at Xmas

This wasn’t me. It was my brother, Neil.

Efficient. Had to wait 30 minutes beyond estimated time before getting car back, though

discussed options with me. quick appointment time

Friendly reception, car ready on time with no issues.

The car had to be kept longer than expected as there was an error made removing the oil filter. It was originally a waiting appointment. Drinks are now served which is great apart from there wasn't always someone to serve them.

Very smooth check in with recent MOT, non-pushy sales representative when I asked about used car stock while waiting, very comfortable waiting area (free coffee and biscuits was the icing on the cake)

The turnaround time was just over 90 minutes which I was very pleased with.

Customer service was average - I didn't feel like a valued customer. I guess in the grand scheme of things £700 isn't a big spend at the garage so I didn't warrant much attention.

service verbal feedback does not align with writen comment !?

We have always had excellent service with Vines BMW apart from this last visit.We turned up the previous week only to find out that they had not ordered the correct part. We returned the next week at 11.00 am one only left at 1.30pm.

Excellent service from a very pleasant , helpful and polite lady

Quick, efficient, very communicative and a dream to deal with!

Everything else seemed to go well.

No issue with service, but I asked for a quote on each of the wheels to be refurbished but I don't believe the wheels were checked properly as a std list price was given (I prompted the agent when picking up the car) rather then a detailed quote.

All issues were resolved

Good prompt service

It was actually the yearly MOT but we always have our car serviced at Vines when it is needed.

asked them to look at something and initially this was ok but then has to be booked in again... totally nuts.

Great service and facilities so waiting is not an ordeal.I was able to work whilst I waited as WiFi was good and desks and seats plentiful Only negative was that the issue with the car was not known by the garage despite buying it there.

Took some chasing to get a quote for a replacement DVD navy system. Other than that everything good.

On picking up my car I was told that it was at the front somewhere which it wasn’t so had to go back to ask them to find it for me.Also Vehicle settings were not restored . Minor niggles, otherwise higher rating would have been given.

Not very good. Won’t come back to vines.

I took my X3 to be valeted and two days later I noticed a scratch on bonnet top edge opposite the right side wiper bottom. I thought that perhaps it could have been done when lifting the bonnet? I called the shop and explained. No help obtained...

Charges for extra work not authorised by myself

As above. Couldn't ask for more.

Talked through the items related to the service and time factors.

As above, no major problems.

Very communicative. Trustworthy. Friendly.

It's the best car we have ever had

Really helpful, professional and friendly staff.

Service all good. Only negative was when phoned up to book service had to wait three weeks until they actually had a slot available. I wanted someone to come a pick my car up

Same reason as above. Though I was also very disappointed that the rectification work that had been booked resulted in the work overrunning to the next day because parts which were needed had not been ordered in advance.

I didn't find the staff very welcoming. My service person told me had only three days left to work for BMW and was then leaving to join Toyota. A Receptionist told me off for helping myself to a coffee.

Great service, great communication from very helpful staff (especially Natalie)

The MOT test was completed in good time and I was treated with the utmost competence and courtesy by MS Natalie Wild and her colleagues

Quick and efficient. Good and pleasant staff.

Car serviced well and car cleaned

Very efficient.

I drove the car home. The next morning I had a tyre with low pressure. It turned out hat the valve had been damaged (bent). I called BMW Guildford; they told me the tyres were not examined yet the report I was given showed they were.

The only negative was the fact that the collecting driver changed all the settings at the dashboard to please himself but forgot to changed these back after delivery.

Very accommodating and professional service, the staff was very helpful.

they book me at short notice and although they didn't have a courtesy card

good service; friendly staff

Car serviced on time winter wheels put on in agreed timescale

The people HonestlyProfessionism

I'd have given you 5.0 if the car wash / vac had been a bit more thorough. Left a little to be desired especially inside.

The fault wasn’t fixed, which was evident within the first mile after collecting the car and driving home.

Prompt service

Marks on the spoke part of front offside alloy. As I take pride and joy looking after my car, and washing it least once a fortnight. The car was immaculate when I presented for service. Didn't notice damage when I picked car up. However noticed later

As above

always helpful, prompt service, polite, friendly

Staff friendly and helpful from booking service to collection.

The service at Vines both Sales (my daughter recently bought a new car) and service for a repair to my 5 series was excellent. Professional and personal at the same time which is a very difficult skill to have.

I left having felt a little disappointed with the 'value' of the service. The failure to reset the car system made the situation worse only for the follow up customer relations to confirm my poor impression. Checklists required!

Set expectation and delivered it

Having paid for the first service i was extremely disappointed to find the multimedia console failed to work, given it was updated as part of the service i thought a basic test of the functions would form part of the testing?

Confusion over cost and poor parts advice

Service persoannel OK but non resolution of issue a frustration - see above. Fixing of washers under warranty welcome.

All staff I interacted with were friendly, efficient and effective. Completely opposite to Cooper Thames Ditton

Excellent car, well prepared by Vines

Some issues with the specification of the supplied car compared to the test car and expectations.

Lee Trussler at Vines Guildford was excellent from start to finish. Straight forward, responsive and efficient. We were let down in the delivery period but Lee and his colleagues did their best for us and resolved satisfactory compensation without

Great atmosphere and very friendly salesman

Smooth and great communication along he way.

see 1 - time for delivery

Faultless

I feel that I was let down for the reasons stated above.

The service from initial enquiry to time of response by Richard Parker was AMAZING. The onward service from Richard was great and to see a vibrant showroom on any occasion I have visited Vines Guildford was/is refreshing.

From start to finnish chris listened to my requirements and was very helpfull in achieving our needs.

Chris was very helpful, and exceeded my expectations to ensure Imwas happy with the new car.

Lee was very helpful and knowledgeable on the product and was reasonable in understanding what I wanted from the car.

I was dealt with curtesy and there was no pressure. Everything was explained carefully and my questions were answered well.

Clean modern dealership, polite smart sales staff and efficient service

They always give me first class service names of the guys I deal with Richard Parker / Mark Holland’s /Richard Crocker/Daniel Merricks

We received first class service from your staff.

The salesman, Ryan, despite being new to BMW did his utmost to source the appropriate vehicle from my 'wish list' and in tandem with his finance colleagues made the figures work for my situation. Excellent.

Tony Genn was very helpful with a number of pre-collection issues and then agreed to change the handover time at short notice to suit me.

Know salesperson from a previous company Toyota always he is good so we just followed him

Terence my sales exec was excellent at seeking the car I wanted and making the whole experience hassle free. He was was really quick in responding to my messages. A great chap. Upon collecting the car it made me feel like a real special experience

Excellent sales. Representative Lee Trussler did all he could to find the right car and the right deal that met my requirements and that he could close out by month end - so a win win for both of us. Car was immaculate and presented well on pick up.

Very helpful through out the sale