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OUR CUSTOMER REVIEWS
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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.
278 ratings and 208 comments received in the last 90 days.
03 April 2026
From start to finish Todd and Sam from Guildford were brilliant ????
03 April 2026
Kira was well informed and extremely helpful from start to finish in the selection and purchase of our X1. She made it an enjoyable and stress free experience.
31 March 2026
Kira, the salesperson I dealt with was lovely. Approachable, professional, not pushy & she was knowledgeable about the product too. She kept me updated about my car purchase (even whilst I was on holiday!) & made the process seamless. Job well done!
31 March 2026
The whole experience was great from the moment I walked in until I returned a week later to pick up my new car
29 March 2026
Sasha, the sales representative, was pleasant and proactive throughout the process
29 March 2026
We haven't been able to take delivery of the car!. on presentation of the car when we arrived to collect, we found damage which has resulted in the car having to go for repairs. So we had to leave it come away with no car ! Very unsatisfactory
27 March 2026
Prompt and efficient service, dealt with one person throughout the process.
27 March 2026
From beginning to end, Sam and Kieron have been outstanding. We have brought two brand new cars in 4 months, and they have offered so much help and guidance along the way. We've been so well looked after!
26 March 2026
Sales staff were wonderfully helpful
26 March 2026
The salesman was excellent, efficient and friendly. The only issue was he was not wholly clear how to set up the electronics on the car. Also Vines email address would not accept our return emails.
25 March 2026
For the very patient way of dealing with an 88yr old who hates most things digital!
24 March 2026
Arranged a manual loan car for 1week
23 March 2026
Fareed Osman was excellent to deal with from start to finish. Kept me up to date including out of normal working hours. This is the 2nd time we have purchased from him and intend to continue the relationship for any further purchases
18 March 2026
There was good sales follow up from the initial enquiry and answers provided in a timely manner. Unfortunately collection times changed as vehicle was being sourced from other site. This should have been resolved internally withoutrecourse tocustomer
12 March 2026
Sales service very good
12 March 2026
The choice avalible in the showroom was impressive. staff attentive, helpful, professional and knowledgeable. Customer service was excellent. Harry was approachable without being pushy. He listened to my needs. Communication throughout was excellent.
07 March 2026
Great environment and friendly staff
03 March 2026
the service provided by Eric Wickham was brilliant, always contactable and able to answer my questions
03 March 2026
Your sales Executive Mr Fareed Osman was very helpful, he went out of his way to satisfy our needs.
01 March 2026
Reception Staff and Sales Lady Sasha made it a pleasure to visit Vines
27 February 2026
Eric Wickham was extremely helpful, attentive and informative when we entered the showroom in Guildford. He sold us both the cars. Megan Thornber was also very helpful and explained clearly to us all the financing and other options available.
27 February 2026
Overall very good. From beginning to end staff were very helpful and as a result very happy with the new car. However the
25 February 2026
The whole process was smooth from start to finish. Lee ( Lee Trussler )was helpful, relaxed and never pushy, which made it easy to make a decision. Communication was clear and everything was handled professionally.
21 February 2026
Very personable and efficient salesman
15 February 2026
Good experience
13 February 2026
Eric Wickham at Vines Guildford was very helpful during the decision process.
03 February 2026
Very smooth and efficient from the moment I walked into the centre. Have always had consistent service from Eric throughout the sales process on the purchase of this and previous cars hence my repeat business
31 January 2026
The IT issue was not resolved (messages to Vines bounced back). Our sales representative overcame this by giving us his personal email address but this was not ideal. It was not a fault with my email used for 23 years with many multinational clients.
31 January 2026
Regular updates provided, knowledgeable, friendly staff.
31 January 2026
Our sales contact was Sasha Good. The whole experience from start to finsish was very good. Nothing was too much trouble, all our questions and queries were answered both before the sale and after picking up the car. Very impressed
28 January 2026
The sales person was knowledgeable, helpful, friendly and didn't give us the hard sell which would have failed completely.
27 January 2026
Smoothness of trade in and selection of new car. Competitive offer given, including loyalty discount.
25 January 2026
Lee was extremely helpful
22 January 2026
Eric did a very good handover explaining every new bit of technology clearly and patiently. He ensured I had the seat as I wanted and the mirrors in the right positions. He went through the paperwork explaining everything.
19 January 2026
Lee Trussler was a very helpful and able salesman please pass on my thanks to him
19 January 2026
sales team very helpful making the process from initial enquiries, a couple of test drives to finally making a decision then the purchase a pleasant experience
12 April 2026
not happy how i was falsely charged for my tyre replacement without the team being totally honest and transparent about it. This has left quite a bad taste. and i am very disappointed. I would like to speak to someone on it.
12 April 2026
Happy
12 April 2026
Very modern .
12 April 2026
Very efficient and helpful Service Advisor - Blake Hollands
09 April 2026
Left evening before to diagnose Power Failure red alarm. Call at 1pm for update and not started. Analysis inconclusive. System update ran into 2nd day. Second amber alarm required new sensor. £550 for unreliable sensor replace and no answer to PF.
08 April 2026
Excellent service where Shannon & Michael on service, went over & above to help in every way. Much appreciated.
08 April 2026
Completely satisfied with staff & work done on car. But online check-in / self-service process needs sorting. I sat waiting in reception whilst nothing happened (until I queried) & the info I input online had not been transferred (so waste of time)
07 April 2026
very professional
07 April 2026
All work was done in the day and I was kept informed of progress. The only disappointment was that the car didn't get the usual clean.
07 April 2026
Service person I dealt with seemed disinterested and was not that congenial. Waited for a long time at the dealership to have my car returned to me.
07 April 2026
Communication was quick and concise.
06 April 2026
From the welcome coming into the dealership and during my pre arranged wait while the service was being carried out to leaving was very professional and customer focused. My service advisor Shannon Crook was excellent and a credit to BMW. THANK YOU!
06 April 2026
Smooth service from booking to drop-off to collection.
06 April 2026
Appointment at 10am, was told it would be ready to collect at 1pm, no phone call, wasn't ready until 2pm.
05 April 2026
lovely finish a good job done despite some indecision as to when it would be ready to collect
05 April 2026
All work completed and Mariah kept us regularly updated throughout the entire process.
31 March 2026
Fantastic service for Ed and Geoff
30 March 2026
Service completed on time.
29 March 2026
Fine
28 March 2026
Drop off box for keys great idea. Service done promptly.
26 March 2026
Car was repaired efficiently, service was very good and I was kept up to date. Also, the check-in and check-out process was very flexible and easy.
26 March 2026
The drop off/collection was cery smooth and the software issue was completely resolved under warranty
25 March 2026
Fantastic service
25 March 2026
Quick and efficient with pleasant friendly service
24 March 2026
Helpful, pleasant staff. A pleasure to deal with real people.
24 March 2026
Efficient and pleasant check in staff. Car was left for the morning and was ready by the time stated early afternoon. The person handing back the car was helpful, explained the work carried out and the health check results very well.
24 March 2026
Excellent customer service
23 March 2026
MOT service staff were informative and welcoming, providing pertinent information and Sales staff (Fareed Osman) very helpful in showing alternatives if I needed to upgrade my BMW.
23 March 2026
Speedy and efficient
23 March 2026
During a recent visit to diagnose then rectify a fault, the service I received was exemplary. Communication was excellent and the whole experience left me in no doubt that I shall use Vines again.
23 March 2026
Mariah Morris is an excellent customer advisor. The reason for not providing five stars is that once again, not all parts were available for my appointment, despite having checked in a few days in advance, specifying AC refresh.
23 March 2026
MOT was fine, but the follow ups were all missed; 1. Nail found in tire - no info of replacement in stock/ cost; 2. Quote for alloy refurbishment asked for (twice), nothing given; 3. Engine service light now illuminated when was not before - no info.
23 March 2026
Rly good service, wash quality could improve
23 March 2026
My recent visit was frustrating. This was a specific waiting appointment at 11am rather than a drop and go. I was told that an MOT takes approximately 1.5 hours. I waited 2.5 hours. If I had known this I would have arranged alternative transport.
21 March 2026
Friendly, efficient staff and a very pleasant waiting environment while the work was being done
21 March 2026
Wonderful
20 March 2026
Blake was excellent and provided updates along the way and answered any questions I had
20 March 2026
Shannon was amazing on the day of my service , would recommend to all friends and family !
18 March 2026
Very attentive and helpful staff.
18 March 2026
Explained what the problem was and fixed it quickly.
17 March 2026
Sam was outstanding, listened to what we wanted and matched the car perfectly. Super happy and would recommend Sam and the BMW centre.
17 March 2026
Another excellent experience at BMW , partly the car but mostly Sasha, who was her usual knowledgeable, friendly self.
17 March 2026
Was being kept informed, courteous staff
17 March 2026
Blake was awesome
17 March 2026
I found my car scratched on collection
17 March 2026
Service was fine but the car was returned with dirt and grease marks around the drivers area
16 March 2026
Service in line with expectations
16 March 2026
Close attention was given to the service and MOT. We very much value the personal touch of Ed Lamb who describes very well the service process, the recovery of a missing chop-stick in the engine compartment and the requirements for further work
16 March 2026
Very busy, not particularly friendly
16 March 2026
My car was MOT'd and serviced ahead of estimated time, and handed back washed too. Also pleased to get a call to say work all done and car ready for pick up. Important to me as I have to kill time waiting, usually by going for a walk.
16 March 2026
Very good service and good value
16 March 2026
I haven't been to Vines of Guildford for 4+ years
15 March 2026
Jess looked after me in regard to my visit, very seamless process and excellent communication with me on my vehicle in the workshop. She is a key asset within the service department and recommend anyone booking in for service to contact Jess!
15 March 2026
Very happy with my MOT bring carried out by Vines of Guildford. Friendly service and assistance with Mariah.
15 March 2026
Everything went according to plan.
15 March 2026
Informative and knowledgeable
15 March 2026
Tyres were really expensive compared to a tyre centre. My bill was hundreds of pounds more expensive than it needed to be.
14 March 2026
Great service
14 March 2026
Excellent service
14 March 2026
Not clear if the work suggested was actually required or a nice to have
13 March 2026
Michael Stiff was extremely helpful, regularly kept me updated with progress and pricing of the service and MOT. Very friendly and professional when discussing options for what was best for my car. Wouldn't go anywhere else!
11 March 2026
No issues with service etc
09 March 2026
Contact was smooth and efficient. Information from service was helpful and allows me to arrange future visit for required necessary work.
09 March 2026
Friendly and efficient staff. Service completed on time with a very helpful video record of the inspection.
09 March 2026
I would have given a completely satisfied if I had not needed to return as the part was not in stock and this was the 2nd time I had this electrical problem
08 March 2026
Quality service. Good management of work and costs.
08 March 2026
Vines of Guildford are professional, open and friendly. I would recommend Vines BMW to anyone.
07 March 2026
Complimentary wash & vac x
07 March 2026
Staff really helpfull.
07 March 2026
There was an issue with the mileage key different to car. Service happened but when I drove it away i saw that the mileage recorded for the service wasn't the same as the car. Came back, was told they would contact BMW to get it sorted. And call me.
07 March 2026
Great customer service
07 March 2026
Serviced as promised
04 March 2026
Everything was communicated well and received good customer care throughout the process.
03 March 2026
Easy to book a service at a time that was convenient for me. Was given progress updates throughout the service. Very helpful and courteous staff.
03 March 2026
Everything went smoothly and all work completed
02 March 2026
They keep my in touch with all the updates and issue regarding the car.
01 March 2026
Had to wait several minutes for someone in the reception area of service to talk to me when I came to collect the car despite there being 4 people sat at desks and only one other in-person customer. Everyone too busy on their computer or phone.
01 March 2026
Very helpful and detail explanation. Very satisfied with the purchase
01 March 2026
Smooth process from booking in and getting the work completed on my car in a day. I have been able to email Blake Hollands to make appointments which has been far quicker and easier for me. Thank you.
28 February 2026
I know that work on my car will be carried out by qualified technicians, using original parts, and to a high standard. That's what I expect from BMW anyway, and I've never been disappointed by the service from Vines.
28 February 2026
Made the visit and experience easy for us
28 February 2026
Although the car was not available as expected, I was pleased by the treatment of the sensor failure.
28 February 2026
As usual, staff were polite, courteous and helpful. The service, however, took longer than anticipated, due to the availability of technicians, so I was waiting longer than I had hoped.
28 February 2026
Great service throughout
27 February 2026
Excellent service with a friendly team
25 February 2026
Because everthing was dealt with promptly
25 February 2026
The service advisor Jess was professional, Polite and Patient. She listen to the issue and took away the notes and contacted my back in less than a day. Thats what you call good service!
24 February 2026
Once again Ed from servicing has been a great help, an issue arose after some initial warranty work and the car was brought back in and resolved with no issues.
24 February 2026
Mr Fareed is the Best Sales man he looks after me all the time, Mr Blake is also very professional and friendly
24 February 2026
Courteous and helpful throughout
21 February 2026
Always friendly and really welcoming on every visit
21 February 2026
The service centre did its job and the car was returned with all work fully completed. However we were asked to arrive at 8am due to full service and MOT requirements. To our disappointment, the work was not started for almost 1.5 hours later.
21 February 2026
I was very satisfied with my visit recently. My car passed the MOT and was given a wash. Meanwhile I was provided with coffee at regular intervals.
20 February 2026
the staff at the service department was very helpful and keep me informed about my car at all the times. thank you.
19 February 2026
The car was given a thorough inspection and identified a number of issues I'd otherwise have remained unaware of.
18 February 2026
Efficient friendly service
18 February 2026
The care shown by the service representative was excellent.
18 February 2026
Great customer service, team remembered me after 2 years since last visit. Made to feel welcome, non judgemental.
17 February 2026
Really excellent and attentive service Mariah is always excellent
17 February 2026
From first meeting Blake in the service department to book my vehicle in, through to Mariah making contact on the day to keep me informed of the progress of the work and, finally, the great video produced by the technician the service was faultless.
17 February 2026
Good feedback, and added some more work than originally planned
17 February 2026
Had the car a day longer than expected due to staff shortages. But issue not fully sorted
16 February 2026
Smooth and efficient
15 February 2026
Improved out of hours key drop off facility and work completed quickly.
15 February 2026
Staff were polite and welcoming. Service was done impeccably well and a complimentary care clean was given. Thank you
15 February 2026
Went in to reprogram my second key. Really good service, team kept me informed during my visit and provided a great friendly service.
15 February 2026
I had a very bad experience at the same BMW garage before so I stopped coming for a few years. This time Ed Lamb was very helpful and thorough! Got my car back on the road safe and sound! Thank you for restoring my faith in your services!
15 February 2026
Dishonesty and delays
15 February 2026
checked the car in on the App and asked for the windscreen washers to be checked. Restated this to the team when dropping the On collecting the car, Vines confirmed that yes the washers weren't working, but hadn't fixed them !
14 February 2026
My car was kept there over the weekend because the service initially told me they have a tire required to change, only to tell me they got th wrong size 3 hours later.
14 February 2026
Professional, efficient & customer focused
13 February 2026
Good customer service from the Jess she's very friendly and helpful
13 February 2026
Very helpful service advisor
11 February 2026
I booked an early morning while you wait appointment for brake fluid change. The two ladies in the main reception area were most efficient and friendly booking me in and looking after me while I waited in the hospitality area.
10 February 2026
When I collected the car I was informed all faults been corrected and the car had been thoroughly checked over and everything was working fine. When I returned home I noticed one of the faults I brought the car in for was still there and worse.
10 February 2026
Relatively easy to book in, work was completed successfully although it was way more expensive than I imagined. Glad I had (some of) it covered by Warranty.
10 February 2026
Overall all i was extremely satisfied with the service from Vines of Guildford. The staff and facilities at the showroom are first class. The only complaint I have is that I should have been told about the remaining tread depth on the tyres.
09 February 2026
Everything was done in time and the friendliness of the team was good
09 February 2026
All very efficient. Thank you
08 February 2026
Very good service and good facilities to work whilst I waited. The only negative was that the cost was high - eg replacement tyres much more expensive than in tyre depot.
08 February 2026
The Ryanair of service. No courtesy car. 3 upsells prior to visit. Couldn't find the fault, asked for £2k to fix the fault they couldn't find, a fix they didnt know would fix the fault. Post visit contacted 5 times to provide a 9 or 10 on the Survey.
08 February 2026
Very good service, clean car as well
08 February 2026
Excellent communication throughout . Professional service . Jess was my service advisor on this occasion . Very knowledgeable and professional .
07 February 2026
Lack of communication despite the offer to chase the part Not kept updated I had to call on numerous occasions and even then little or no information or knowledge about timing of car completion
05 February 2026
As usual Mariah on the service desk makes sure everything goes smoothly
04 February 2026
booking is straight forward, same day feedback on what's the solution.
04 February 2026
Very caring and careful of customers cars no matter what age or value of the bmw. Also those who did the work on rear bumpers and tailgate did an EXCELLENT job with utmost respect and care and gave me a progress update on the work being carried out.
03 February 2026
Clear upfront costs, convenient and trusted expertise in maintaining my BMW. The only reason I haven't given 5 stars was parking unavailable so had to leave around the back, but a minor thing.
03 February 2026
Blake Holland was very very good/helpful
03 February 2026
Onto drop off car for recall. BMW said had arranged courtesy car. However it was a hire car and experience was stressful and partners were rude. End up walking away with no service. Days later BMW arranged for a courtesy car two weeks later and cance
03 February 2026
The car needed neither a service or mot and wasn't due until march. Plus the service options were difficult to navigate. No clear parking for vehicles being serviced. When mot was completed we weren't informed and weren't able to collect the car
03 February 2026
All good
02 February 2026
The process from start to finish was excellent. Very smooth and timely.
02 February 2026
Please see next box:
02 February 2026
From booking to delivery there was excellent communication from Vines. However courtesy car arrangement was unsatisfactory.
02 February 2026
Excellent help and communication throughout thank you
01 February 2026
They scratched my car and alloy. no compensation was offered. I have the inconvenience of returning and using a loan car for a week. Also, the car failed it's MOT on the tyres, we were not given the option to go elsewhere and no price options.
01 February 2026
I made two requests in the notes when I checked the car in online and neither request was carried out.
31 January 2026
Thorough feedback on vehicle and professional service
31 January 2026
I was a bit concerned about the booking as i had so many confirmation texts and emails, but all was fine, the service excellent and the people i dealt with very helpful and responsive.
30 January 2026
They changed all the settings on my car and also wanted to charge me 40.00 for a hire car for a mistake by B MW
29 January 2026
Every thing seems so easy and all staff so helpful
28 January 2026
All staff very courteous and helpful
28 January 2026
Very efficient service,friendly staff and a car clean too!!
28 January 2026
Ed from the servicing department went above and beyond for me to put through some warranty work and saved me a lot of money. Excellent service!
28 January 2026
Friendly team, great facilities - waiting area, Wi-fi, coffee, M cars to look at - job done quickly (while you wait).
28 January 2026
Problem identified and fixed, clear explanations and accomodating of time commitments to find best approach for fixing.
28 January 2026
Good communication from service advisors throughout.
28 January 2026
Job done as promised quick check in no fuss
28 January 2026
Prompt checking in on arrival, got an update by email and a phone call. Picking up was prompt with no waiting. The agents who dealt with me were professional, friendly and responsive.
28 January 2026
Like the automation of booking and paying but also having a human to speak to when needed. Pricing was reasonable and saved me looking for alternatives.
27 January 2026
Managed to schedule in important brake repairs with short notice. Job completed efficiently and effectively. Car returned in good condition. Staff were polite, communicative and professional.
27 January 2026
From the first call a stand off attitude, no attempts to secure a sale or deliver a level of service I would expect from a BMW dealership. Email has been sent to Sean Kelly detailing my experience.
27 January 2026
Staff and service great.
27 January 2026
Great service from start to finish, friendly greetings when I entered the building. Great communication throughout.
27 January 2026
The service from Sam at the branch was excellent. The reason for the 4 stars is not a reflection on Sam but the delays l had in getting the car on the delivery day. The prep on the car was completed on the day of pick up and l had yo wait 5 hours.
26 January 2026
I appreciated that Matt was able to pick up my car for MOT and service and return it the same day clean and ready for the road.
26 January 2026
Had small issue with car i brought in October sorted with no problems . from reception to service guys 10/10
25 January 2026
The service was handled efficiently. But it was disappointing that rather than crimping a new pin onto the existing cable which would take moments and cost very little, all you could do is fit a whole new component at a cost of over £100 plus vat.
25 January 2026
All went well
25 January 2026
The lady dealing with me was exceptional- kind, efficient and friendly.
25 January 2026
Pleasant experience from hand over of keys to collection
24 January 2026
My service adviser, Blake, was excellent throughout. However for a premium dealership for a premium brand, I would expect to be able to arrange for a courtesy car. My local TVR specialist (hardly a premium brand.) does, as does my Porsche centre.
23 January 2026
I wanted to be sure that my 5 series would be safe to drive as I had been hearing some knocking at the rear. Ed liaised with Sam and they carried out a health check and put my mind at rest. I also appreciated it being free of charge.
23 January 2026
Waste of time
21 January 2026
Great end to end
20 January 2026
Curteous, attentive staff in reception and service. Free coffee. Efficient handling of service. Very good cleaning and valetting of car.
19 January 2026
Quick, efficient work to replace a starter motor under recall. Booking, dropping off and picking up were easy and convenient. The car exterior was cleaned, too.
19 January 2026
A job well done, thank you very much. A friendly and helpful team.
19 January 2026
Very Good service from drop off to collection
18 January 2026
I walked in and a member of Service immediately spoke to me and booked me in. When I took my car in the original member of staff was busy, but another member of staff immediately booked the car in. All very good
FIND Vines of Guildford BMW
Address
- 21 Moorfield Road, Woking Road, Guildford, Surrey, GU1 1RD
Opening Hours
- Mon–Fri:08:30 - 18:00
- Sat:09:00 - 17:00
- Sun:Closed
Phone
- 01483 207000
Guildford as well as surrounding areas including Woking, Godalming, Cranleigh and Shalford
Address
- 21 Moorfield Road, Woking Road, Guildford, Surrey, GU1 1RD
Opening Hours
- Mon–Fri:08:00 - 18:00
- Sat:Closed
- Sun:Closed
Phone
- 01483 207000
Guildford as well as surrounding areas including Woking, Godalming, Cranleigh and Shalford
Address
- 21 Moorfield Road, Woking Road, Guildford, Surrey, GU1 1RD
Opening Hours
- Mon–Fri:08:00 - 18:00
- Sat:Closed
- Sun:Closed
Phone
- 01483 207000
Guildford as well as surrounding areas including Woking, Godalming, Cranleigh and Shalford
Address
- 21 Moorfield Road, Woking Road, Guildford, Surrey, GU1 1RD
Opening Hours
- Mon–Fri:08:00 - 18:00
- Sat:Closed
- Sun:Closed
Phone
- 01483 207000
Guildford as well as surrounding areas including Woking, Godalming, Cranleigh and Shalford
Address
- 21 Moorfield Road, Woking Road, Guildford, Surrey, GU1 1RD
Opening Hours
- Mon–Fri:08:00 - 18:00
- Sat:Closed
- Sun:Closed
Phone
- 0800 9154700
Guildford as well as surrounding areas including Woking, Godalming, Cranleigh and Shalford
11 April 2026
Sasha was excellent at all stages