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5.0SERVICE
4.0Our 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.
223 ratings and 140 comments received in the last 90 days.
19 August 2025
Harry Clayton (my contact at Vines BMW) was excellent and kept be informed at every stage as to what was happening with the car.
03 August 2025
Very helpful team at Vines who listened and understood my concerns and helped me to get back into a 3 Series
03 August 2025
Great service.
02 August 2025
The whole team we met during our visits (from receptionist through to the sales executives) went above and beyond to assist us in upgrading our car.
31 July 2025
Again great service completely sublime
29 July 2025
The salesman was very helpful and patient explaining the car and finance process with us. Everything about the new car was explained at the delivery. I was able to borrow a car to see if it would fit in our garage which was extremely helpful.
27 July 2025
Proactive in approach, customer focused in delivery, always prepared to go the extra mile to ensure satisfaction.
25 July 2025
What was requested was delivered. Everything was explained and any questions were answered clearly and concisely.
24 July 2025
Apart from the washer fluid warning repeatedly coming on (can't BMW afford to fill up the reservoir on a new car?!) then everything was super.
22 July 2025
Rob and Sam professional throughout the process
18 July 2025
Lee Trussler found me the exact car and its extras that I requested. He allowed me to test drive a similar vehicle on my own and he was very helpful explaining the finance
17 July 2025
Very good attention to detail.
09 July 2025
Courteous, knowledgeable, proactive sales staff. All fine.
08 July 2025
Mr Lee made it very easy to understand the scheme and to understand the process from start to finish - he was fast and knowledgeable.
05 July 2025
I found the whole experience of purchasing a new car most pleasing. The staff especially Lee were very attentive and answered all my questions.
04 July 2025
We visited Vines Guildford Garage and was very happy with your sales executive Fareed Osman and Kieron Walter the business manager.
03 July 2025
Please see above
01 July 2025
Rob our salesman was not to be faulted in any form and do not wish him to be tarnished with what essentially is a modern BMW business concern.
30 June 2025
great salesman Eric
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.
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.
27 August 2025
Complaint registered due to mis-sold paint protection product. Vines told myself and wife Protect X was ceramic coating when it's not, just basic protection, we also see no evidence it was applied anywhere but they charged us for it.
27 August 2025
Again explained already
26 August 2025
Everything went smoothly and car was ready on time.
25 August 2025
Great service
25 August 2025
They broke the blower unit for a/c & air circulation
24 August 2025
See above
24 August 2025
As above
24 August 2025
Quick service and clear notification of requirements
23 August 2025
As above
23 August 2025
As above.
23 August 2025
See above
22 August 2025
Most ly ok but see comment above
21 August 2025
Because of such good service I have purchased my past 4 cars from Cines
20 August 2025
I was satisfied - the only comment was that the emergency battery that had to be replaced had been on the blink for over 2 years. It is something BMW should strongly consider rectifying notwithstanding this problem occurred just outside warranty
20 August 2025
On site the service was excellent, but getting to this was a little more tricky (see below)
20 August 2025
From arrival to collection the staff are friendly, approachable and informative. No nonsense servicing with a smile.
19 August 2025
Very efficient helpful staff
18 August 2025
Great service
17 August 2025
As above
17 August 2025
Very good service from the pleasant and helpful staff and the coffee is good also. Thanks again for all your help.
17 August 2025
As above
16 August 2025
As above
16 August 2025
As above
14 August 2025
Would advise service video to be sent before picking the vehicle up. Leaves room for upsells and more potential work
14 August 2025
The work was completed promptly
14 August 2025
I asked if it was possible to service the car quickly as I have an autistic son and I needed to get back home. And your team served it very quickly and I was able to get on with the day.
14 August 2025
Great service
13 August 2025
All good - but front tyres were not inflated to the correct pressure and we had to do that the next day.
12 August 2025
Frustrating that I replied to the emails that came through requesting information and then they weren't acted on.
11 August 2025
Way too expensive and why ask me for extras I'm interested in if the service person didn't bother to note these
10 August 2025
Very professional staff who displayed high levels of expertise and efficiency.
10 August 2025
Did the job well as planned, kept me informed
10 August 2025
The communication was fab
09 August 2025
Efficient, friendly.
09 August 2025
Top skilled engineers for BMW
06 August 2025
Service was explained and executed efficiently
04 August 2025
See above
04 August 2025
All very good except the loan car issue
03 August 2025
Always find staff very friendly and helpful, Ap
01 August 2025
Knowledge and attitudes
31 July 2025
For twelve years l have not had any service problems with my car.
30 July 2025
Kept informed from start to finish
30 July 2025
As per answer above
29 July 2025
Helpful advice before the service interval. Booking the service was easy, and all the Vines staff I dealt with were professional, helpful and pleasant.
28 July 2025
Easy to book and park and good coffee while waiting
28 July 2025
Just happy with service received all very pleasant
27 July 2025
No issues
27 July 2025
Job done on time as agreed
26 July 2025
kept informed every step
26 July 2025
See sbove
25 July 2025
They worked well to find and correct the fault
24 July 2025
Same as comments above.
23 July 2025
I was told I'd get a phonecall with an update on how the service was progressing, but this didn't happen. I felt that on the day I dropped the car in for service (Friday 18th July) there was too much other work on, which was affecting your service.
18 July 2025
As above. Service itself seemed to be fine, the courtesy car scheme was anything but.
17 July 2025
Very clear and professional service.
16 July 2025
Excellent service assistant that was very polite and happy to help and mechanic was truly helpful in his checks
16 July 2025
Only booked for brake fluid service and MOT, both done as expected.
15 July 2025
See above
14 July 2025
Would have been 5 stars , however, once again , the printed sales invoice had the vehicle description as Mini Clubman, when in fact it's a BMW; the 3rd time I've mentioned this to Vines. When you are charging premium rates attention to detail is vita
14 July 2025
Even though the car was in for £400 oil change, they call to see if I want to pay £300 for a scratch which is underneath the car!
14 July 2025
Ed, our service technician explained fully the need to replace these bushes. He gave a full professional and friendly service.
14 July 2025
Updated and communicated regarding work
14 July 2025
When I booked the service, I added a comment requesting to change wiper blades. It wasn't done. The car got inspection report with all green ticks, however the very next day the engine oil level low warning while I was driving in the motorway.
13 July 2025
As above, no one showed my wife how the new dash cam worked, when handind the car back
13 July 2025
Again Blake made everything easy
12 July 2025
You provided what it said on the tin
12 July 2025
Even washed my car, much appreciated
12 July 2025
The drop off experience was great and timely. However, the service team did not respond to the phone calls to get status update. I talked to reception who kept me waiting for around 10 minutes, so I had to hang up.
11 July 2025
Professional
11 July 2025
Lack of care to preserve setting on software update that I not sure I agree that I should pay for.
10 July 2025
Got the part ordered and fixed in great time
09 July 2025
Very disappointed to find out 9 months after buying a car for £16k that I had to then pay another £430 to have a part fixed as my car became un-driveable. The customer is punished for the way BMW make their cars and where the parts are located.
09 July 2025
I was told the rear seat belt buckle wasn't working, which would fail the MOT. They offered to try clearing the fault for £66.33, with a new buckle costing extra. It wasn't made clear that if clearing the fault failed, I'd still pay for both.
08 July 2025
See above.
08 July 2025
Misdiagnosis and parts did not arrive on time
07 July 2025
Blake was proactive in checking if an item that came up in the MOT was covered by warranty and if the car was still in warranty period. He then came to me with all the information in one go. Sam Irwin provided a clear and succinct summary of the MOT
06 July 2025
See above
06 July 2025
We're thrilled you enjoyed your experience at Vines of Guildford. Looking forward to serving you again!"
06 July 2025
Very satisfied. But please notify that dashcam has been unplugged as I was unaware
06 July 2025
Friendly and efficient
06 July 2025
See above
05 July 2025
Staff who were very professional, friendly and knowledgeable
05 July 2025
Read above
04 July 2025
Repair was done quickly despite part coming from Germany.
04 July 2025
This time around the people who was looking after my car were very good and they did a great job.
02 July 2025
As above
02 July 2025
very satisfied
01 July 2025
Good customer service Waited for car in lounge area
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
20 August 2025
Sam came on his day off to ensure my experience is not compromised.