Same as above.

They tried to overcharge me having agreed a total price for the service of £420 they gave me a bill of over £500. This is not the first time. I the service assistant even has the gaul to say she was Trying to help me!!

Did the job quickly.

good service; friendly staff

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

Seamless experience with professional staff. Phone calls confirming the appointment and work to be done, a clear run through of work done, offering of coffee at reception, cleaning the car as part of the service all added to the experience

No one calls back. Everything was put down to wear and tear and it being my issue. Had to escalate to BMW head office

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.

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

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

Prompt service

As above

always helpful, prompt service, polite, friendly

Staff friendly and helpful from booking service to collection.

Had to complain in writing to get my invoice changed to price quoted.No goodwill gesture given as a premium customer not impressed

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.

The service light was not reset . Had to make a call . And was told to come back in

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?

Very efficient

The guy driving the van to give us lifts was far too blunt in manner. Otherwise excellent service as ever

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

Confusion over cost and poor parts advice

I was kept informed on the progress of the repair and was given a courtesy vehicle so I wasn’t inconvenienced

Aside from the price (but they cant do much about that!) everything went smoothly

Great support by the service team

It takes to long to change 4 winter wheels ( 1.5 h)

I purchased a service package, nothing to add yet

All the service reception staff are extremely courteous and the loan car I was given was brand new which I found to be an added bonus.

No complaints

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.

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

Efficient and courteous service arrangements.

Everything completed in good time

Problem solved without fuss

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

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

Helpful and knowledgeable

Spot on timing and very helpful and informative, thank you

Friendly, helpful, easy to do business with

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.

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

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

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.

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.

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.

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.

Everything done as required in reasonable time

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

Excellent service

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

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.

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.

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

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.

Timely and with good information flow

Always prompt and helpful

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 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

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

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 was carried out efficiently.

Car collected and delivered back.Good feedback.

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.

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.

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

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.

The work was completed speedily and efficiently

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)

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

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

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

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.

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

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

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

Professional environment. Bolted on with the fact that Chris was guiding us through the range of models/sharing important details to aid our purchase. I must also say that the hot chocolates were just incredible - my partner was particularly happy!

The process was smooth and actually enjoyable from beginning to end. Terence is a great sales rep.

Superb Sales person who sent regular updates from order to delivery

Excellent handover. Beautifully presented car. ‘Genius’ helped with app download and talked through the features.

Positive customer experience, quick responses, all deliveries as promised

When i collected my new car i was given a demonstration as to how everything works very helpful

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

No problems. Delivery was as promised.

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!

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

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.

Warm and friendly people / atmosphere

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.