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

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

Did every thing I expected.

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

Did not get a resolution of the issue.

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

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

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.

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.

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.

Excellent service

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

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 was good professional and car returned lovely and clean

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

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.

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

Couldn't fault 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.

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!

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

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

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

Staff courteous and helpful..

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

Very polished and polite.

Friendly and efficient service.

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

Friendly and efficient service.

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.

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.

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

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.

Efficiently conducted.

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

Prompt efficient service from helpful staff.

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.

Work was completed satisfactorily.

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.

Very responsive and fast.

Staff were efficient and knowledgeable.

charged for no work being done and poor communicatio

Service carried out as expected

Service carried out satisfactorily in the timescale indicated.

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)

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.

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

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

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!

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

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

Process could not be easier

Quick and to the point!

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.

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

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

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.

completed vehicle health check and valet as part of fault recall

Sorted the problem out quickly.

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

Everything was good.

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

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.

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

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?

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'.

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

Customer best interests at heart

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.

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.

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.

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

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

excellent customer service, delivered with courtesy and professionalism

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

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

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.

Good experience other than value for money

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

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.

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

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.

Good service quality

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

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

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.

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

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.

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

Problem reoccurrence

Great service

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 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.

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

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

Fault was not fixed

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

Excellent service.

Staff always very polite & helpful & provide excellent service

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.

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

Cost and time to replace two bulbs was high.

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

Completed on time

Prices are high but service is good

Swift checking in of car and great customer service

as above, great customer care

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.

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

Very happy

Very satisfied

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

Process was at our desired schedule and the delivery was seamless

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!

Always available with queries and ease of collecting new vehicle

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

I am so happy with my new Z4!

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

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

Eric Wickham was good to deal with

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

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

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

Helpful staff as usual

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

Cos I was !

N/a

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