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Paul Bolger

BMW Used Car Sales Manager
  • Years at the dealership 6
  • 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

Jamie Lowther

BMWi Sales Executive
  • Years at the dealership 3
  • Department i Sales
  • Hobbies Friends, family, sport

James Smith

BMWi Sales Executive
  • Years at the dealership 3
  • Department i Sales
  • Hobbies Cooking, music

Tony Genn

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

Megan Thornber

Group Sales Trainer

Mike Bennett

BMW Sales Executive
  • Years at the dealership 0
  • Hobbies Fast cars, The Stock Exchange and going on holiday

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

Phil Hinds

Sales Executive
  • Years at the dealership 3
  • Department Sales
  • Hobbies Golf, cricket

Richard Parker

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

Lee Trussler

BMW Sales Executive
  • Years at the dealership 1

Kieron Walter

Sales Executive
  • Department Sales
  • Hobbies Golf, shopping, socialising

Shervin Saadat

Sales Executive
  • Department Sales

Thomas Rumsey

Sales Executive
  • Department Sales

Lyndsey Murphy-Sugrue

BMW Genius
  • Years at the dealership 0
  • Department Sales
  • Hobbies Football, photography, music festivals, pub quizzes

James Foord-Divers

Service Advisor
  • Years at the dealership 3
  • Department Service
  • Hobbies Movies, socialising, cleaning

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

Jim Woolley

Service Advisor
  • Years at the dealership 1
  • Department Service
  • Hobbies Photography, eating, music, fishing

Berni Smyth

Service Advisor
  • Years at the dealership 1
  • Department Service
  • Hobbies Darts, socialising

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.

No complaints

Service
That's great

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

Service
Great news pleased to of assisted you

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.

Service
Sorry about the confusion our Service Manager will call you to rectify this !

Efficient and courteous service arrangements.

Service
I am pleased everything was rectified

Problem solved without fuss

Service
We do operate a first time fix I am glad it was achieved

Everything completed in good time

Service
Thank you we will look into this for you

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

Service
I am pleased you enjoyed our waiting area, and thank you for your business

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

Service
Thank you for your response booking with loan cars are currently 5 days, I will ask our Reception Manager to call you !

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

Service
Please accept my apology that there was confusion on your booking Centre

Spot on timing and very helpful and informative, thank you

Service
Glad it all went smoothly for you, thanks you for the response

Helpful and knowledgeable

Service
I will pass on your comments !

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.

Service
Thank you for your comments our reception manager is dealing with this and will be in touch

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.

Service
Thank you for your response I am pleased we managed to resolve this for you

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

Service
Thank you and I am pleased you also liked the complimentary car wash

Friendly, helpful, easy to do business with

Service
I am pleased it was easy for you, thank you for your business

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

Service
Really sorry we do not C&D from Dorking, we will review this in the future

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.

Service
Thank you and I apologise we did not stamp your Service Book, this will be rectified by our Reception Manager who will be in contact

as above - a really disappointing and frustrating experience

Service
Thank you for your complaint I understand this is being dealt with

They resolved very fast my problem

Service
I am pleased everything was resolved to your satisfaction

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.

Service
Please be aware we do not carry out any additional work without authority, I do hope this resolves this for you

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.

Service
Thank you I will arrange for someone to call you to have this rectified

I was correctly advised about the service due and not any unnecessary works.

Service
Thank you

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.

Service
Thank you for your response I have arranged for our Reception Manager to contact you Mr Gavin Sellen

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.

Service
Thank you for your response which I find very disappointing, I have arranged for our Reception Manager Gavin Sellen to contact you

Everything done as required in reasonable time

Service
Thank you your comments have been noted

Excellent service

Service
If we can be of any further help please do contact us

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

Service
Please accept my apology for any inconvenience caused whilst dealing with Vines

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

Service
Thank you, we do price match all our repairs , where possible and our website is kept up to date with all our offers

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

Service
Please accept our apology there is no excuse for this, we will address this moving forward

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

Service
I will pass on your comments, thank you

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

Service
I am so sorry to hear that, please be assured we will address this moving forward

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

Service
This is not acceptable all our service cars are washed and vaccummed before being returned, I apologise if this was missed

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.

Service
Thank you for the great comments they are appreciated

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!!

Service
Thank you for your response, we never carry out any additional work without first talking to customers to gain authority.

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

Service
Great news thank you

Always prompt and helpful

Service
Thats nice to know thank you!

Timely and with good information flow

Service
Thank you for the response and your loyalty to our business it is apprecaitted

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

Service
That's great thanks you for the response

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

Service
Please accept my apology for any inconvenience caused

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.

Service
I can see from our records we have tried to contact you, I will raise this with our Service Manager

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

Service
Please accept my apology we do operate a first time fix policy, regrettably this was not achieved

Everything went as planned with no delays

Service
Great news thanks you for the response

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

Service
Apology we didn't have your tyre in stock !

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

Service
Thank you for your response I can confirm this is being investigated by our Reception Manager Mr Gavin Sellen

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.

Service
Thank you We carry out lost of £30 Valets for customers, it is regrettable you are not happy with the finish, we will gladly look at this again for you.

Car collected and delivered back.Good feedback.

Service
Your comments are apprecaitted

Service was carried out efficiently.

Service
Thank you

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

Service
It is regrettable you found the service to be expensive, we will continue to monitor our costs to assist customers further

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.

Service
We do operate a first time fix policy it is regrettable this has not been achieved on this occasion I will arrange for our Service Advisors to call you

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

Service
Please accept my apology we will send you some screen wash FOC

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

Service
Please accept my apology we will arrange for a call to be made to you

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

Service
Thank you if you want an extra handover to help with the controls we will help arrange this for you

Tires changed on time as told and car cleaned

Service
Great thank you

Efficient

Service
Thank you

Excellent after-sales service

Service
Thank you for the positive response

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.

Service
I am so pleased you are happy wit the level of service provided

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.

Service
Thank you we hand all our loan cars over with 40 miles of fuel this is usually enough for the client, please accept my apology for any confusion

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

Service
I will pass on your comments to Natalie, thank you

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

Service
All sounds like it went smoothly for you, thank you for your business

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.

Service
Apology for any confusion we do explain all our charges on our invoices

Frank was amazing very helpful and car done on time. Never been more impressed with the service.

Service
Thank you

Would have been 5× but for cost of new tyre replacement as £60 more than at Kwik fit!

Service
We do price match all major suppliers, we have to too remain competitive

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.

Service
Your comments are noted thank you for the feedback

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

Service
Apology we did experience a delay on this day,

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

Service
Great news enjoy the car and thank you for your business

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

Service
Sorry the Service Wash was not up to standard this has now been rectified moving forward

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

Service
Sorry that's not acceptable the MOT should take 1.5 hours , sorry for the delay

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)

Service
Sorry for any confusion, we always provide a video of the fault in order for you to make a decision if the work needs to be carried out or not

The work was completed speedily and efficiently

Service
Thank you for the great response

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

Service
I can see form our system the video was sent but not opened, please accept our apology for this

Hassle Free and very friendly

Service
Superb, thank you for the great comments

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

Service
Great news we do operate a first time fix process I am pleased this was achieved

Good service from start to finish

Service
Thanks for responding I will pass on your response to the team

Benefited from discount vouchers and car returned nicely cleaned

Service
The discount vouchers are new I am pleased you found them useful

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

Service
Glad we kept in communication with you and it all worked out satisfactorily

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

Service
Glad you liked the Service video thank you for selecting Vines Guildford for your Aftersales requirements

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

Service
Thank you we do like to make it easy for our customers I am pleased this has been achieved

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

Service
It is regrettable we do not accept Amex, this is a company decision, please accept my apology for any inconvenience caused, we do accept all major credit cards including bank transfers and payment by telephone banking, I hope this helps

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

Service
Thank you for the nice review and I am pleased we rectified the tyre fault for you

Rectified problem.

Service
Pleased it was all sorted

The problem was resolved completely

Service
Thank you for the review

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.

Service
We do operate a first time fix policy it is regrettable this has not been achieved on this occasion please accept my apology

courteous service team. speedy service.

Service
Thank you for the great response I will pass this onto the team

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

Service
Sometimes there is a waiting time for our collection and delivery we are looking to resolve this in the near future

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

Service
I am pleased this was resolved for you to your satisfaction

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.

Service
It is regrettable you feel like that I will personally raise this with the Service Manager

Everything was completed satisfactorily.

Service
Great news

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.

Service
Please accept my apology for any inconvenience caused, this is a feature of the new satnav system

Fast and efficient

Service
Please accept my apology I will arrange for someone to call you to discuss the pricing

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

Service
That's so kind of you to say, thank you for your inspiring comments

One call not returned

Service
Please accept my apology that is simply not acceptable I have briefed the manager concerned

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

Service
Thank you for your business and we look forward to seeing you in the future

Car well serviced and presented. Friendly and helpful service agent

Service
Thank you that's great to hear

Everything was carried out as discussed.

Service
This is a new system which we are piloting I have taken note of your feedback and will action some changes

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

Service
Thank you for your response, and I am pleased your car feels different

All my dealings with Vines have been positive

Service
I will pass this onto the team thank you

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

Service
Thank you for the great response it is apprecaitted

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.

Service
Thank you for the great comments they are appreciated

Car ready on time, all problems fixed no dispute

Service
Thank you for the great comments

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.

Service
Please accept our apology we do run a Bus service to a tight schedule, it is regrettable you were not informed of this

It all happened much quicker than I expected

Service
Thank you I will pass on your comments

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

Sales
Please accept my delay with parts you ordered, I do hope you now enjoy your new car

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.

Sales
Please accept my apology for any confusion, I am pleased you are happy with the car

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

Sales
Great news I am pleased it all worked out for you

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.

Sales
Thank you very much for your comments and thank you for selecting Vines Guildford for your purchase

It was an efficient and friendly service.

Sales
Thank you enjoy your new car

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.

Sales
Thank you for the lovely response it is appreciated, I am sure you will enjoy your new car I do hope you enjoy it.

Excellent service

Sales
Thank you for the lovely response it is appreciated

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

Sales
You are welcome thank you for your repeat business !

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.

Sales
Thank you for your response regrettable we only have one hand over bay so its not always possible to use this facility, I have made note of your comments and will feed it back to the Sales Manager

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

Sales
Thank you for your business again it is appreciated

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

Sales
Enjoy the car the specification looks great, I do hope you enjoy it !

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.

Sales
Thank you for the positive feedback

As above - felt like an individual and not a number

Sales
Thank you for the lovely response it was a pleasure looking after you

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!

Sales
Glad you liked the handover, enjoy the car !

No problems. Delivery was as promised.

Sales
Thank you !

The process was undertaken in a friendly but professional manner and everyone that I encountered couldn't do enough to help me.

Sales
Thank you

Warm and friendly people / atmosphere

Sales
Thank you for your loyalty to our business I do hope you enjoy the new car

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.

Sales
Thank you I will pass on your comments to Eric !

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

Sales
Thank you I will pass on your comments to the Sales Executive involved Phillip Hinds

Everything thing done perfectly and quickly

Sales
Thank you enjoy your new car

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

Sales
Thank you for the positive response

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

Sales
Thank you for your response we do only put £40 of fuel in each car in some cars this is 1/2 a tank in others it is 3/4 of a tank, I apologise for any confusion

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

Sales
Thank you for the great response I do hope you enjoy your new car

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

Sales
Thank you for your response I am pleased you found the experience to be pleasurable and we look forward to seeing you again soon

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

Sales
Thank you I hope you enjoy the new car the specification looks stunning

Richard Parker is brilliant

Sales
Pleased you enjoyed our coffee and you also happy with the level of service received from Richard Parker, I will pass on your kind words to him. Your new car looks great in specification I do hope you enjoy it, and thank you for purchasing from Vines Guildford

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.

Sales
We do operate an electronic communication system I will investigate why your messages were not passed on, please accept our apology