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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.
478 ratings and 221 comments received in the last 90 days.
10 October 2024
My experinece was great..it was flawless. I was very mcuh made aware at every point of the purchase. Staff was helpful
04 October 2024
Well informed staff, lovely coffee and comfortable environment.
04 October 2024
Great attention to detail in every aspect of the transaction.
03 October 2024
Easy and smooth
03 October 2024
Again, great attentive service. Everything was made very simple.
03 October 2024
Again, it was all so easy and I was made to feel that my custom was appreciated and valued
01 October 2024
As above. the after sales department are always brilliant too. it's what keeps Me coming back and giving your sales team another chance.
01 October 2024
Everything has run smoothly and the car came in sooner than expected
01 October 2024
Excellent service from sales - George Warwick
24 September 2024
Excellent service
20 September 2024
Everything in the whole process went smoothly
16 September 2024
Brilliant communication. Very helpful.
15 September 2024
Lee the salesman was great and took time to explain everything about each car so that I was able to choose the right one for me.
05 September 2024
Seemless
04 September 2024
Communication is key , especially when making such an expensive purchase. It could have been better in this regard.
23 August 2024
Again, no drama, factual and prompt communication throughout the process
20 August 2024
Fantastic engagement all throughout. I didn't even go to the garage with any intentions of getting a BMW. Well done Sasha Goof.
15 August 2024
Even though I changed my mind a couple of times about which types of vehicle to choose, the team made it easier for me to make my mind up by finding the right vehicle.
13 August 2024
Friendly yet professional. Welcoming
06 August 2024
5 star service
03 August 2024
Really helpful at all times
03 August 2024
Saha was my sales exec at Vines BMW, lived by the principles of showing she cared and kept it simple, Alex who set up my PCP was a star as well, engaging and kept it clear and simple. Both listened to my needs and delivered to those 2 princples
03 August 2024
Sasha was amazing, thanks for the smooth experience!
30 July 2024
Fantastic service by Lee Trussler throughout the process
16 October 2024
The work was carried out within the time allocated and the vehicle was cleaned and ready earlier than expected.
16 October 2024
They sent me video update and follow up phone call.
15 October 2024
Very prompt and kept me informed along the way
15 October 2024
Staff, Alex Powell& Ed Lamb, were excellent. I remain disappointed that my comments months ago on this forum concerning your inability to accept American Express payments have been ignored and now you seem intent on forcing everyone to pay via Cocoon
15 October 2024
My service was completed as expected.
15 October 2024
Staff in Guildford are brilliant
15 October 2024
The service was fully explained and costed before the work and then completed on time and on budget .All work was excellence
15 October 2024
All smooth and no glitches.
15 October 2024
Excellent service
15 October 2024
Always kept informed, very good experience
14 October 2024
Vehicle health check was not completed on the day and was not available upon collection. This also the second time that my car was not washed and cleaned.
14 October 2024
Instead of 2 days car was with Vines for 6 days due to incorrect identification of the issue and when problem was correctly identified we lost the weekend and 2 more days on arrival of new turbo + fitting etc Information updates very poor.
13 October 2024
Fixed quickly and it didn't cost a fortune.
13 October 2024
Excellent service
13 October 2024
The brake pads didn't need changing, so nothing to do.
12 October 2024
The service I received when buy my used BMW was very unsatisfactory and very stressful and would never recommend vines But the service department has always been helpful and would recommend them.
11 October 2024
Excellent and very friendly service. Fareed was brilliant throughout, made it very easy from start to finish, and even stayed late when getting insurance proved to be tricky.
10 October 2024
On October 9th, after the second repair, I was asked to pay £1,318.04 (which they said included a small discount). The explanation was that different parts had failed, leading to two separate charges. While I cannot confirm whether this is true,
10 October 2024
Again, Marco showed patience and expertise while solving the problem
09 October 2024
V good service and excellent video but new payment method was not explained before we received an email which might have been spam and then phoning in twice, we only received a call back service and hour or so later
08 October 2024
Great customer service
08 October 2024
Speedy Efficient Helpful
08 October 2024
they did what was required in timely manner,
07 October 2024
Recall maintenance was carried out on the agreed day and in good time; colleagues were impressed with the bag of goodies.
07 October 2024
Attended to every small request mentioned
07 October 2024
Service is friendly and good. Communication is good. Pity I couldn't get the car cleaned due to long wait time
07 October 2024
Friendly helpful staff and good communication
07 October 2024
Good job as always
07 October 2024
Service agent was helpful, polite, communicative throughout the process
07 October 2024
Satisfied with service
06 October 2024
Very helpful service
06 October 2024
The car was washed and cleaned inside.
05 October 2024
Booking guidance as mentioned above was misleading.
03 October 2024
Contact who was looking after my car had all the answers I needed
02 October 2024
The car was fixed as per the quote
02 October 2024
The work was completed on time and a heath check was also carried out. Also my car was very kindly cleaned before being returned to me.
02 October 2024
Drop off and pick up was nice and easy however something on the system hasn't been updated because my app still shows a warning that the service has not been done. This happens everytime at this dealer.
02 October 2024
All work carried out with no issues.
01 October 2024
An all round excellent level of service given by your staff.
01 October 2024
Main reason is people working there staff is absolutely ?? professionally with positive approach to customers
01 October 2024
Was very professional.
01 October 2024
Booked in for a recall, but a health check was also carried out. Kept informed with use of video.
01 October 2024
Staff could not have been better
30 September 2024
I am not expecting to wash my car but once the job completed and staff called me and informed me that works completed and going for a car wash but three occasions not done the car wash.
30 September 2024
Good service, explanation and courteous and friendly staff
30 September 2024
Explanations of work carried out.Car running as new.
29 September 2024
No update provided. Email seeking payment via an organisation I did not know for the service that I had not been advised had been completed. Suspected a possible scam therefore rang garage. However call unanswered on first three attempts.
29 September 2024
I would have been totally satisfied if they had not left my car with the seats in the wrong position on both sides which made it difficult to get them back to where they should be. The levers are so hard to pull.
28 September 2024
It took 2.5 hours for a MOT
28 September 2024
They kept you informed
25 September 2024
MoT and service all went smoothly.
25 September 2024
Excellent customer service from the Vines team - great communication and follow up.
25 September 2024
Car serviced perfectly , on time , w=minimal fuss
24 September 2024
Went well
24 September 2024
Excellent customer service from reception to the servicing team.
24 September 2024
Just great service, as always from Vines.
23 September 2024
Excellent communication re. MOT and service progress. Vehicle ready to collect at agreed time.
23 September 2024
Quick and easy online booking system.
23 September 2024
If breakdown problem the wait is too long.
23 September 2024
The work was completed as expected.
22 September 2024
As above
22 September 2024
Very satisfied as I was kept in the loop about the service and MOT and all my questions were answered.
22 September 2024
Greeted upon arrival, Vines Guildford's customer service is outstanding. Ed was very helpful and attentive, we will return for the next service for sure.
21 September 2024
Car wasn't fixed / reset when picked up.
21 September 2024
Was well looked after and felt that I was a valued customer.
21 September 2024
Good customer interaction
21 September 2024
Completely satisfied
21 September 2024
Complete and utter imbeciles working at this branch in Guildford. Shame it is the only shop close to my place leaving me little choice. Pathetic service. Staff need to be fired or completely retrained on how to speak to and deal with customers.
21 September 2024
Arrival date almost 2 weeks late and had to pick the car up which was 4 hours away as they wouldn't deliver
20 September 2024
Work completed as above
20 September 2024
they did all i asked
19 September 2024
Brought my car for service under warranty Paid for diagnostics and some fault with climate control The service team kept on saying I have tampered with the controls. The fault was from inside the panel yet service team did not claim warranty
19 September 2024
Good product knowledge on the lack of an Android car play
19 September 2024
Professional and easy. A good experience and one I have enjoyed for over 10 years
18 September 2024
Very, all questions answered honestly.
17 September 2024
professional staff and service
17 September 2024
I use a small company who are very Good.
17 September 2024
Really good service from this dealership. Despite me having a 2017 car they made me feel like I was their top customer. Very knowledgeable staff.
16 September 2024
Good experience.
16 September 2024
East to check in and helpful staff.
16 September 2024
As above
16 September 2024
Car ready late so had to return the next day. Very rudimentary pressure wash and vacuum. No courtesy car. No collection and delivery service. Yet still the most expensive car service I've ever had to pay.
16 September 2024
Minimum cost was highlighted up front and service was good and issue was fixed. But £150 to remove a stone from brake felt excessive and valet was not great with bird poo left on vehicle.
16 September 2024
See comments above
15 September 2024
Great service and advice
15 September 2024
Very friendly and super efficient.
14 September 2024
Works carried out whilst I waited and all ok
14 September 2024
Great customer service
14 September 2024
Service was efficient and communication was very good
13 September 2024
Friendly and professional staff.
11 September 2024
Great recall and id of possible issues but unrealistic expectation of acceptable repair costs
11 September 2024
No hiccups, everything went as planned and we were kept updated
11 September 2024
delivered what was agreed in agreed time
11 September 2024
Customer service great and kept me updated the whole way. Courtesy car was welcome
10 September 2024
Efficient
10 September 2024
It would be helpful to have a clearer view on Hope long it will take when you arrive
10 September 2024
All good from Reception to collection
10 September 2024
Very good on this occasion but not so competitively priced for future services , although quality was amazing . Plus this car is having lots of recalls
09 September 2024
Liked to be able to approve work without a phone call whilst I was at work
09 September 2024
Enjoyed the experience of visiting Vines and enjoying a coffee in pleasant surroundings while I waited. The staff were excellent.
09 September 2024
Car seems to be running as good as it was
09 September 2024
This was a recall, so no charge. However, my car was also valeted, and I was given a significant 'goody bag' from BMW.
09 September 2024
2 scratchs scratches
09 September 2024
The Vines customer service beats all the competitors in the area by a big margin
09 September 2024
So for the third visit in a row they have left out a service that was supposed to happen and now resulting in another visit. Original service had to be rearranged due to Loan car not being arranged as agreed. Aftershaves manager apologised
09 September 2024
Great service and went the extra mile to get my car back on the road again when I needed it in a hurry
08 September 2024
Good service, friendly and fast the only online payment system was the only negative but not a big issue.
08 September 2024
Helpful and friendly staff.
03 September 2024
Service was efficient and the vehicle report was extremely good
03 September 2024
I was informed of the work being done and called when the work was completed.
03 September 2024
I liked everything what they did for my car
02 September 2024
Service was not as it used to be
01 September 2024
Happy with everything
01 September 2024
Yet again. All fantastic.
30 August 2024
The recall work was satisfactory and the customer treatment was excellent beyond expectation. Would have received 5 star rating if my service history on my iDrive would not have been erased. And the service did not have clue about this.
30 August 2024
Efficient
29 August 2024
Only issue was there was not 100% confidence that fault had been rectified. It us a case of wait and see (electrical issue)
29 August 2024
All dealt with very efficiently (but due to unexpected faults, a lot more expensive)! Alex in particular was very helpful.
28 August 2024
Very satisfied
28 August 2024
Looked after whilst waiting for the service to be completed
26 August 2024
I didn't get the video
26 August 2024
On line booking, Key drop off, quick collection, being kept informed throught the service
26 August 2024
Very good, no problems
26 August 2024
From the receptionist to the service manger everyone was friendly.
26 August 2024
did the job swiftly
25 August 2024
Nothing to criticise. They provided me with a very good replacement courtesy car when the first one was too small for me to get in.
25 August 2024
Service advisor took responsibility for problem caused by ConnrctedDrive
24 August 2024
Quick turn around and very professional
22 August 2024
Appreciate the facilities/processes to drop off the car outside office hour. Even better if same is available to pick up the car outside office hour. Thanks.
22 August 2024
The MoT and service were carried out efficiently. I was told that the car would be cleaned inside and out but for some reason the boot area was completely ignored.
22 August 2024
Appreciate the facilities/processes to drop off the car outside office hour. Even better if same is available to pick up the car outside office hour. Thanks.
22 August 2024
See above
22 August 2024
Fixed the problem when a local Indy couldn't!
21 August 2024
Mariah was freindly yet professional and kept me informed about my service. She explained what had been done and the results of the scan of the vehicle.
21 August 2024
Again explain exactly what is going to happen, with a smile
21 August 2024
I was really impressed with my service advisor, Ed, who was very attentive to all of my requests and made my service experience very positive. I will definitely recommend my family members to have their car serviced and recommend Ed.
21 August 2024
Extremely professional, friendly and thorough. An absolute pleasure to deal with. Truly appreciate the video overview of works done or needing done and the explanation of service provided
20 August 2024
The document highlighting advisories and precautions was really helpful.
20 August 2024
Work done on time. Helpful staff
19 August 2024
Great service culture. They are doing a lot right. From a business leader perspective, I'm envious
19 August 2024
The service team were great at accommodating the old M3 for an MOT at short notice. And they were very proactive in sourcing the part required in a timely manner.
19 August 2024
Nice area to sit and wait. WiFi available. Coffee/drinks served
19 August 2024
The staff were very good and helpful and the service was carried out very quickly
17 August 2024
Service adviser Michael Stiff very helpful
17 August 2024
Though it was costly
17 August 2024
Always looked after while visiting Rob, Todd or strongly recommend asking for both of these members of staff if purchasing a new vehicle or if you have any questions
17 August 2024
Very polite and conscientious service chap
17 August 2024
Always helpful and friendly service
16 August 2024
Service dept we super polite and did everything I needed while I waited
15 August 2024
Good services
15 August 2024
Very easy to deal with the service department
14 August 2024
Easy booking, smooth drop-off/ pickup, on time deliver, professional service, excellent briefing/ details of the report.
14 August 2024
Would definitely revisit
13 August 2024
Timely and responsive
12 August 2024
While you wait service, at the dealership less than two hours
12 August 2024
Excellent
12 August 2024
Same as above.
12 August 2024
Very happy with service
11 August 2024
Good service, looked after well.
11 August 2024
Staff very helpful
11 August 2024
Phone line / Contact
10 August 2024
All on time great service
08 August 2024
Staff we met were helpful and friendly
07 August 2024
First time was treated courtesly.
07 August 2024
You get it right, as do most of the German manufacturers in slightly different way. It's efficient, competent and friendly and the the experience. The reception/staff are natural and friendly-you score highly there compared with P and M.
07 August 2024
All good
06 August 2024
Seamless service standards
05 August 2024
Brilliant service. Easy communication and friendly team. Only improvement if loan car can be given in clean state. overall great experience.
05 August 2024
Vines accomplished tasks within specified time limit
05 August 2024
Same as above
04 August 2024
Everything was very smooth and easy
04 August 2024
Great garage, they treat you well and care hence I keep coming back.
03 August 2024
When raised an issue upon collecting the car, they remediated and paid for a taxi home
03 August 2024
All good - kept informed about recall issue and then called to book in
02 August 2024
Very professional service and polite manner from your representative
01 August 2024
Good customer service, polite and professional
30 July 2024
satisfied with the service and pf course coffee!!
30 July 2024
All the staff I dealt with from my initial phone enquiry were polite, professional and extremely helpful. I was kept informed of the progress of the service and recall work and the recall voucher covered the cost of the service.
30 July 2024
Big turnaround in Vines customer service since the bad old days.
30 July 2024
Happy with service experience. Thank you
29 July 2024
Service was extremely good
29 July 2024
Very Helpful
29 July 2024
All the staff are great
29 July 2024
From the online booking in system to the phone calls letting you know what had been found, everything went so smoothly
28 July 2024
Profesional and friendly Customer Service. Alex helped me. Great service.
28 July 2024
Friendly and informative staff
28 July 2024
Job done
28 July 2024
Because the people that I dealt with genuinely cared, everyone from the servicemen to the receptionist everyone cared.
24 July 2024
Greeted pleasantly. Great waiting area with workspace. Team were great at offering and making drinks. Service team answered questions in a helpful, friendly, positive manner
24 July 2024
A couple of miss quotations made regards to parts and labour (over the phone and during my first visit) Otherwise the service was as always friendly
24 July 2024
Proactive, prompt and courteous service throughout.
23 July 2024
Service staff are great very chatty and friendly
23 July 2024
Added value to help with a broken hood before the rain! Thanks Tom.
22 July 2024
Kept me updated
22 July 2024
All went to plan and my day was disrupted as little as possible
22 July 2024
The work done was excellent. But BMW provides neither a car pickup and return service nor a free courtesy car - that cost a star.
13 October 2024
As above. The process was not rushed nor pressured. We were given the time to explore all options, test drive a vehicle, and shown a selection of finance options to meet our budget.