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5.0SERVICE
4.5Our 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.
261 ratings and 137 comments received in the last 90 days.
24 June 2025
Both Eric & Lee kept in touch, providing updates & answering any questions promptly.At handover Eric explained the paperwork & gave me plenty of time & didn't rush the process. I sat in the car & Oscar the tech whiz patiently set everything up for me
21 June 2025
Sasha and the team at Vines were excellent- from initial enquiry through to handover professional, competitive and kept me informed throughout. Well done to all and thank you.
12 June 2025
Very good service
02 June 2025
Fareed was professional, knowledgeable, and took the time to answer all of my questions without being pushy.
01 June 2025
As I said before, the whole experience went without a hitch. Rob Spencer kept in contact and did everything he said he would, including answering his phone, which is a rare thing these days.
18 May 2025
Fareed and Kieron were excellent and so helpful
07 May 2025
Good customer service
04 May 2025
My acquisition was complicted as i had a Swiss driving licence.
02 May 2025
Very satisfying
01 May 2025
Sam made the exchange of my X1 to a new X1 very easy and stress free, he handled everything efficiently and made it a very straight forward experience.
01 May 2025
Everyone is always very polite and helpful at my local dealership and very organised when it comes to changing cars.
27 April 2025
Very happy and satisfied, everything went smoothly from selecting, buying and delivery of the car. Kept us informed throughout.
20 April 2025
at handover - don't seem to have been given full picture; Not a clue about - modes, genaral operations - feel it was rushed in 5 minutes - will have to make appointment and go back; as an older person - cars seem to be getting more and more techy
17 April 2025
Very flexible throughout the process and open to any change
25 June 2025
Our car (a modern classic Z3) was extremely well looked after by Jeff whose knowledge, experience and customer interaction were all Exemplary
23 June 2025
Excellent service as always. And Thanks to Ed
22 June 2025
I was served by a haughty lady at reception, who was snappy at 8am.The bonnet badge replacement cost was still missing despite my asking for it. Air Cond refresh wasn't included as I asked for it when checking online.
22 June 2025
Parts department excellent
21 June 2025
My car was booked in for an MOT and complimentary wash & vc - allvery satisfactory
19 June 2025
Friendly courteous staff and I given the goodies bag and the car was valeted.
19 June 2025
good
18 June 2025
Would of been 5 star if they'd given me a courtesy car
17 June 2025
As above. Fantastic customer service
17 June 2025
Very efficient, kept me well informed and nice people
16 June 2025
Blake Hollands was superb from. start to finish, welcoming, informative and happy to help. He had the car in and out in our desired timeframe. We could not fault the service we received from him and we felt this should be recognised.
16 June 2025
Had some time with the technician - Marco - who looked at my car. He was very helpful and took me out for a drive to show me some of the options on my car.
16 June 2025
Technicians didn't apply their experience and common sense when diagnosing the issue on my iX. Had to leave car with them for two days, only to be told the issue was indeed a software glitch (not battery drain) as I had expected. Disappointing.
16 June 2025
I haven't visited you yet!! Another couple of weeks or so.
15 June 2025
I was very pleased with the communication I received throughout the service.
15 June 2025
Was met with smiles and a warm welcome. Two girls explained my service and offered extra options
14 June 2025
Blake Hollands was extremely helpful and the MOT was booked in at short notice and carried out in no time whatsoever. He gave some desk space for me to work while waiting for the MOT
13 June 2025
As my cars running very smoothly
12 June 2025
Simple and easy
10 June 2025
MOT was done on time. I wanted for my car and the staff on reception were attentive, helpful and made sure I had coffee. The service advisor kept me fully informed. All the Vines BMW staff were exceptionally professional and helpful.
09 June 2025
See previous answer
08 June 2025
The work on my car has always been good and the car wash following work is much valued. See above re staff.
08 June 2025
The whole process of booking and servicing was easy. Staff were very helpful and friendly and the branch is always clean and inviting. Tea/coffe offered and car was washed and polished. More expensive than local garages but worth it.
07 June 2025
Good customer service. Ed was excellent. Good facilities to be able to work for a few hours whilst car was in Vines care. Air con could have done with turning down. Even the reception staff were freezing
07 June 2025
Service was carried out efficiently and quickly.
03 June 2025
Assuming referring to this single experience - no cause for complaints.
02 June 2025
Had MOT carried out was done while i waited and had regular updates
01 June 2025
Ae above answer
01 June 2025
Very Good
31 May 2025
Do a good job at servicing the car
28 May 2025
Michael Stiff provided everything I could have asked for
26 May 2025
Service performed quickly, price reasonable.
26 May 2025
Excellent customer service. Always kept up to date with progress.
26 May 2025
Completely satisfied
25 May 2025
Came in for MOT and was offered option to have my service done at the same time
24 May 2025
my MOT advisory said there was a nail but it was actually a twig? als the other tyres have not been worn out & have 2 years left in them. Also the seat belt has no fibres coming out of them. Please resend my MOT certificate with no advisories!
24 May 2025
Booked wait appointment and was shorter than estimatef
24 May 2025
As above
23 May 2025
Good customer service, and timely
22 May 2025
Satisfied with work and speed of job
22 May 2025
I was told it was a 2 hour wait and that's exactly how long it took.
22 May 2025
Fantastic service as always. Especially from the handsome Aftersales Manager Dave.
19 May 2025
Great service - staff are super experienced and friendly- communication was good
19 May 2025
Staff helpful, Advisory points explained.
19 May 2025
An issue with my car came up and the staff couldn't not have been more helpful, friendly and efficient. The problem was resolved quickly and I was very grateful to those who helped. They did a really great job.
18 May 2025
Communication could be improved and disappointed they did not rectify what was an easily identifiable fault with dash cam. This was directly linked to a previous repair they undertook.
18 May 2025
Please see previous answer plus Mariah was very efficient and was nice to deal with. Thank you to her. Milo's video identifying the problem was very clear and super useful. Thank you again.
17 May 2025
Friendly, explained everything, looked after while waited
16 May 2025
Great staff, but my car was fine. I paid (bought) the auto headlight function and since then loads of cars are flashing me as I dazzle them. Sadly BMW couldn't find a problems so I will probably not use that function and have wasted a lot of money.
16 May 2025
Blake was very helpful and explained everything clearly.
15 May 2025
The service team went above and beyond to try and find a key that had been lost in a void
15 May 2025
Rattling noise identified and corrected under warrantly
14 May 2025
Very satisfied
14 May 2025
Even so it is a pity we have lost the courtesy transport option and the home collection and delivery.
13 May 2025
All good. Even when there was a mistake ( accidental puncture) with a tyre they sorted it out.
13 May 2025
Great service staff
12 May 2025
Car went in to Vines for body work repair and they did a very professional job. Even my high end car detailer can't see the car has been to a body shop. Great customer service and turnaround time too.
12 May 2025
Fantastic service all round, great stuff
12 May 2025
Everything went well.
12 May 2025
The people were very friendly and helpful, only the MOT and change of brake fluid took a long time.
11 May 2025
Very efficient check in with Alex. Mariah kept me informed throughout the process in a very timely manner and the checkout (and payment) was completed efficiently. 10/10 all through. Jolly good marketing to loan me an iX1 ! Lovely car.
06 May 2025
Great service as usual.
06 May 2025
Always receive a great level of service from all of the team.
05 May 2025
On top of the tasks of two recalls, the car had a health check and a thorough cleaning both inside and outside by which I was highly pleased. It seems Vines of Guildford have improved their service quality substantially.
04 May 2025
Happy on service aspect just a pain not having pick up and delivery now
04 May 2025
My car was recalled to update emissions, after which it was valeted inside and out. Very impressed with everything.
04 May 2025
Always professional
04 May 2025
It takes too long
03 May 2025
Staff a bit disinterested
03 May 2025
Prompt appointment
03 May 2025
A wonderful reception when collecting my car which was having a new update installed, very friendly and professional.
03 May 2025
No problems
01 May 2025
So again, I say that Alex's customer service in terms of his professionalism but also caring and sympathetic approach has been so great throughout. Alex's approach is a model for how to keep a customer happy and loyal to the business.
29 April 2025
All done as requested and clean car returned.
29 April 2025
Very happy and confident in the way I was dealt with
28 April 2025
Ref earlier comments
28 April 2025
As above.
27 April 2025
I feel that, given the number of cars purchased and general servicing over the years, Vines might have absorbed the £35 car hire I was obliged to fork out.
27 April 2025
Car fixed albeit at a very high cost, no working fine.
26 April 2025
They went the extra mile to answer my questions and get me some information about parts.
26 April 2025
Staffs are very friendly
26 April 2025
A1 service. Thank you
25 April 2025
Very friendly and reliable - clear about costs of servicing etc.
23 April 2025
I like the convenience of Vines but your process of putting an intermediary between customer and technician means you get half baked explanations and a customer that potentially knows more than
23 April 2025
Looked after well and Chris Andrews, the service manager, spared me some time to explain various issues to me. This was really appreciated rather than being told there was no fault and "that's just the way they are".
22 April 2025
Great communication
22 April 2025
Although the work was expected to be completed the same day, in fact the necessary parts were not available. However, although the job was not completed and I had no transport available the next day, a taxi was provided.
21 April 2025
Excellent service from Blake.
20 April 2025
They sorted my car out quickly and provided a courtesy car no problem
20 April 2025
Just made it an easy and pleasurable experience..
20 April 2025
Perfect
20 April 2025
Car still smelt of mould upon return. Whole process took about a month. I had to chase for updates throughout. Was asked to collect the car when some of work hadn't been completed.
18 April 2025
Workmanship and professionalism of staff exactly what one would expect from those representing BMW but one can't forget the client is paying top dollar
16 April 2025
I needed the car to have a good check, prior to a road trip with family. The car is ten years old so I wanted to be confident in its condition. The checking was thorough (and the car performed wonderfully on the trip).
16 April 2025
As mentioned above, my service advisor Blake hosted me upon arrival and provided me with a brilliant breakdown of the works.
16 April 2025
Excellent service team and attention
16 April 2025
They are doing amazing job, I felt very welcome there, all repairs were explained perfectly
16 April 2025
Good communication and kind friendly staff however after some work on the front end of the car, my driveshaft wasn't correctly installed and was making some horrible noises after I left the garage, making the car unsafe to drive.
15 April 2025
Done everything you said you were going to do
14 April 2025
I had first class attention from the service personnel and indeed the reception staff. A big plus was the car being cleaned.
14 April 2025
Friendly helpful team.
14 April 2025
Great service
14 April 2025
Totally stress free.
13 April 2025
Work was carried out quick
12 April 2025
Thorough & professional
10 April 2025
Great environment to stay in while car is in the garage.
10 April 2025
My M8 was well looked after
09 April 2025
Satisfied staff always give their personal best
09 April 2025
Professional, competent, friendly, service
08 April 2025
Extremely satisfied, excellent customer care and attention to detail throughout
07 April 2025
Service was as usual excellent friendly and timely . Would recommend Vines to anyone
07 April 2025
As above and good information at all times
06 April 2025
Simple did a good job quickly
06 April 2025
Service was carried out to my satisfaction and in a timely manner
06 April 2025
I have been with this garage since 1987 and purchased 8 seven series from them in that time. Although I now live in Chelsea, I still go back to Guildford for its service.
05 April 2025
All team members are very nice people and customers problem Solve very easily.
05 April 2025
Really good communication letting me know when the service was started and a video showing the condition of my vehicle.
05 April 2025
The service is flexible and fits my needs, so I can leave the car all day or wait in the showroom catching up on emails and drinking your coffee.
05 April 2025
I'm hoping the prob is sorted although I'm not sure yet.
05 April 2025
You delivered the expected service on time and budget
05 April 2025
Able to book in without issue
05 April 2025
Car returned unvaleted
25 June 2025
We found dealing with George easy. He arranged for a car for us to test drive. He was knowledgable and not too pushy. We ordered the car and he kept us informed on its production up until delivery. He complied to all our requests.