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OUR CUSTOMER REVIEWS
SALES
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.
401 ratings and 214 comments received in the last 90 days.
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
03 April 2025
My vehicle was ordered with Active Cruise Control but it is not fitted to the vehicle. I want this resolved.
03 April 2025
Very satisfied
03 April 2025
Handover smooth with everything clearly explained
03 April 2025
Vines of Guildford was a very welcoming dealership. The whole experience of looking over the range and deciding which car to buy was most enjoyable. Finally, the sales executive, who looked after us, Rob Spencer was extremely thorough and courteous.
31 March 2025
Fareed is the best sales person I have met. Super helpful patient and knowledgeable. Makes me feel so at ease as a customer
28 March 2025
The entire process was smooth, professional and the quality of the car speaks for itself. The car was delivered to my house which was very helpful and a great touch. George was outstanding, knowledgeable and attentive to every detail.
28 March 2025
Sasha Good gave me complete satisfaction with her prompt, professional & personalised expertise.
26 March 2025
Seamless, welcomed by all staff and in particular Rob who took us through everything and the refreshments were absolutely fantastic, if I had the money I would buy another car from the centre just for the experience.
25 March 2025
During my purchase of the car everything was explained clearly
20 March 2025
Always a pleasure working with Eric Wickham
20 March 2025
Extremely pleased I couldn't have asked for more from Sasha .
19 March 2025
Very straightforward process and was a known person to the staff as have purchased cars there before.
18 March 2025
Car on time . I was kept informed regularly and purchase process simple and pleasurable
17 March 2025
Very easy process to buy the car and the car that you had in stock was exactly what I was looking for
15 March 2025
Sam was fantastic and very tolerant of multiple questions to help us to make our decision. He was very responsive and helped to guide us through the process
14 March 2025
The car was originally quoted at end Dec, and arrived mid March We had to chase for updates. There was some confusion over the finance documents and dates and t&C's meaning we had to sign them twice
11 March 2025
Fareed, the salesperson was very helpful and eager to please in any way.
11 March 2025
from when I ordered the car there was a reduction in my trade in value but every effort was made to make sure we could continue with my purchase
09 March 2025
Very helpful team
07 March 2025
Great experience - Eric was knowledgeable, supportive and friendly and 100% guided us to make the right decision on our new car
07 March 2025
The salesman we dealt with (Rob Spencer) was very well informed and did not conform with some of our past car salesman experiences. We felt no pressure, he was a delight to deal with, highly professional and knowledgeable. And fair.
05 March 2025
Very good support
05 March 2025
Could not have offered more
02 March 2025
Friendly environment knowledgeable staff no pressure sales
02 March 2025
The team went out of their way to help us assign our private plate to the car. Eric also stayed late to meet us in relation to another vehicle
01 March 2025
Very responsive and friendly.
25 February 2025
Lee Trussler has been excellent. Kept me updated during the waiting period, helped me with getting to know the new car on delivery. Good service.
20 February 2025
Best dealership going,I live closer to another dealership but Vines will always be my go to
18 February 2025
Todd was fantastic from the start of the process to the handover of the iX3. He is professional, knowledgeable and approachable. He is attentive to the buyer's needs without being pushy. Oscar was also excellent at the handover. Incredibly helpful!
18 February 2025
From reception to sales to post sales impressed with how we treated.
12 February 2025
Perfect service
11 February 2025
I chose a car from the showroom and it was prepared very quickly and was ready to collect much sooner than I had expected. Thanks to Farheed who sold the car to me and did all the necessary paperwork.
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
Very happy and confident in the way I was dealt with
29 April 2025
All done as requested and clean car returned.
28 April 2025
As above.
28 April 2025
Ref earlier comments
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
Staffs are very friendly
26 April 2025
A1 service. Thank you
26 April 2025
They went the extra mile to answer my questions and get me some information about parts.
25 April 2025
Very friendly and reliable - clear about costs of servicing etc.
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".
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
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.
22 April 2025
Great communication
21 April 2025
Excellent service from Blake.
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.
20 April 2025
Perfect
20 April 2025
Just made it an easy and pleasurable experience..
20 April 2025
They sorted my car out quickly and provided a courtesy car no problem
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
They are doing amazing job, I felt very welcome there, all repairs were explained perfectly
16 April 2025
Excellent service team and attention
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
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
Totally stress free.
14 April 2025
Great service
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
Professional, competent, friendly, service
09 April 2025
Satisfied staff always give their personal best
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
Service was carried out to my satisfaction and in a timely manner
06 April 2025
Simple did a good job quickly
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
Car returned unvaleted
05 April 2025
Able to book in without issue
05 April 2025
You delivered the expected service on time and budget
05 April 2025
I'm hoping the prob is sorted although I'm not sure yet.
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
All team members are very nice people and customers problem Solve very easily.
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.
04 April 2025
The car was said to be ready and an invoice drawn up but one thing I had asked for and was on the worksheet had not been done. Luckily it was a quick fix
04 April 2025
Price is bit high to compare local garages ??
04 April 2025
The most polite, efficient and friendly service from the team. In particular from Ed Lamb and Blake Hollands.
03 April 2025
It was a really expensive service that I wasn't expecting but I can't fault the Vines team. I was very disappointed with Marshall's Hook (my local dealer now) but confidence restored in BMW
02 April 2025
Part supplied as needed
02 April 2025
I like the video service so I can have a good check up of my vehicle and a reminder for future reference. Free car wash service is also a very nice touch.
02 April 2025
The person doing the service excellent and video helpful
02 April 2025
I have some concerns re inconsistencies in the Vehicle Health Check I was given.
02 April 2025
This was a slightly frustartign experience. Car was in initially for a fault diagnosis; fault wasn't found but tires needed doing. Car due back on Friday but I wasn't contacted and didn't have time to ring. Service centre shut over the weekend.
01 April 2025
As expected
01 April 2025
Easy to deal with and efficient
01 April 2025
The service team were really efficient and communication was great throughout.
31 March 2025
At every stage, from first contact to collecting my car after it had been serviced, I was impressed by the professionalism and friendliness of the staff at Vines.
31 March 2025
All done on time and they spoke about any issues.
31 March 2025
Service was completed quickly and scratch on bumper was fixed. My only disappointment was not having car cleaned when I picked up but probably wasn't enough time ?
31 March 2025
Good service, problem resolved quickly.
31 March 2025
It was good to receive a video update during the service
30 March 2025
The reception was friendly and service super quick
29 March 2025
MOT done swiftly and efficiently
28 March 2025
Reliable and well keeping the updates to me.
27 March 2025
Pleasant and efficient
26 March 2025
Only one thing I have given a quote for new tyre and the VAT was not mentioned.
25 March 2025
Always meet my high expectations
24 March 2025
just great
24 March 2025
Did what they said in the service with no hidden charges
23 March 2025
Very professional, friendly and helpful
23 March 2025
Excellent service. Friendly, caring staff.
22 March 2025
Great staff- friendly and attentive.
22 March 2025
All my expectations were met.
21 March 2025
The same reason, your staff are excellent and the actual service is great.
21 March 2025
Courteous staff
20 March 2025
Blake Hollands tries very hard and is always faultlessly polite, friendly and helpful. I don't know which technicians were working on it
20 March 2025
Easy and no fuss
20 March 2025
As above
20 March 2025
The service was upped into the body repair exactly as I had hoped
19 March 2025
See above. Vines Guildford staff were of high quality and were helpful in all aspects of our enquiries.
18 March 2025
Great service
18 March 2025
What was needed was delivered and in good time.
18 March 2025
Smooth transaction and the cars was clean and ready for when I needed it.
18 March 2025
Prompt courteous service
17 March 2025
Smooth and fast
17 March 2025
Everything went smoothly
17 March 2025
Pleasurable
16 March 2025
Great customer service
16 March 2025
The check in /out was efficient and friendly. All work was done as requested and on time. The valeting of the car after the service was done very well.
16 March 2025
Very happy in and out quickly the team are bang on
15 March 2025
Staff were friendly and working spaces are fantastic. The only area of improvement would be communication between the workshop and the service advisor as my car was ready 1 hour before an advisor approached me.
15 March 2025
Absolutely brilliant. Couldn't fault my experience at all.
15 March 2025
Work carried out satisfactorily
15 March 2025
A full explanation of any work done and why, is given with clarity and professionalism.
15 March 2025
No issues. Friendly service.
15 March 2025
Vines were very friendly and helpful
14 March 2025
I had a few issues with the car to discuss and received friendly and helpful assistance from service advisor Ed Lamb.
12 March 2025
Good
12 March 2025
We completely satisfied on every front. When collecting the car all questions concerning the vehicle were answered. In addition we were presented with a bag of BMW merchandise and the car had been cleaned well inside and out.
12 March 2025
Repair resolved, and the extra dashboard of checks really useful.....and great valetting.
12 March 2025
Great service from booking the appt. to the meet and greet. Face to face update from Maria & the Technician. It's clear the process has been reviewed, improved, and honed, it's much better than it used to be
12 March 2025
All went well treated good
11 March 2025
Excellent and prompt service and communication. Michael and Blake very helpful
11 March 2025
Perfect
11 March 2025
Able to drop off the car the night before service. Service was complete in very good time. Dealer listened and observed my request to not clean the car.
11 March 2025
Efficient, if somewhat expensive, repair carried out quickly and efficiently. Work required was explained well.
10 March 2025
Extremely satisfied. Easy to discuss drop off and collection times which suited me.
10 March 2025
Made to feel very welcomed and accommodating to individual needs.
10 March 2025
Very satisfied - no problems.
09 March 2025
Staff were very competent and helpful.
09 March 2025
Helpful and excellent communication
09 March 2025
The quality of service from start to finish is exceptional.
09 March 2025
All good
08 March 2025
Very satisfied
08 March 2025
Michael was extremely helpful and made the experience smooth and easy
08 March 2025
Our service advisor Ed Lamb was excellent.
06 March 2025
Kept updated via phone and BMW app I was kept informed all the way through the service
06 March 2025
Great experience and great customer service, very friendly and efficient
05 March 2025
????
05 March 2025
Service was extremely professional.
04 March 2025
Great service
04 March 2025
No fault on service, staff or efficiency.
04 March 2025
All good
03 March 2025
Good quick service
03 March 2025
The car was serviced and ready for collection by early afternoon which suited us perfectly.
02 March 2025
Informative and on schedule
02 March 2025
Very. The service is great and the ladies at the desk so friendly. Expensive but good quality service
02 March 2025
As above
01 March 2025
Very impressive
01 March 2025
See above
28 February 2025
No issues. No waiting.
27 February 2025
Been going to Vines Guildford for 30 years now and usually happy with the service. Extremely helpful on this occasion. Rating would have been 5* had there not been some dirt/oil residue on the silverstone leather drivers seat.
27 February 2025
Very good service and great communication.
26 February 2025
BMW had my car all day & only got called after 4pm to be told to fix the issue (lubricate & let it set) the car is needed over night - but it was now too late as the service team finish at 4pm. So need to book the car in again to have the work done.
26 February 2025
As above
26 February 2025
Work carried out perfectly.
25 February 2025
Quick great comms and always a pleasure
25 February 2025
Really liked that I went for just a recall and amazing that they did a healthy check and recommended different things. I really like my z4 and will most likely keep for a while so was good to get some suggestions to keep it running.
25 February 2025
Took over a month and a half to complete a service recall after the initial body repair and didn't provide regular updates. I had to chase via phone repeatedly for over three weeks.
24 February 2025
Service was smooth , courtesy car was fine and outcome was as expected.
24 February 2025
Friendly and well informed staff
24 February 2025
See above
24 February 2025
It's expensive but it is good.
24 February 2025
Very efficient service
24 February 2025
Very friendly staff.
24 February 2025
No attention to detail very difficult to book the work to be done and once there only part of it is done.
23 February 2025
Good communication throughout. Engaging staff
23 February 2025
Always great customer service
23 February 2025
Nice
23 February 2025
Very happy with the service
23 February 2025
See above
22 February 2025
This was the first time I had used Vines for my car. My experience with the staff was limited but they were welcoming and efficient - I chose Vines for the car because of my long-standing engagement with the Motorrad team who are great!
22 February 2025
All done while I waited in comfort with a nice coffee. Staff all very helpful and courteous.
22 February 2025
The service was good, the facilities were good. The only issue i had was the team cleaning the car seemed to have used a dirty cloth to wipe the interior so much so that the white leather seat had dirt stains.
21 February 2025
Wasn't convinced the radio issue I asked them to look into was taken seriously
19 February 2025
Although permission was granted to renew all 4 brakes they only renewed the front ones as the rear brakes were still within spec thereby saving me from extra expense.
18 February 2025
Clear upfront costs , no pressure, easy drop off and pick up
18 February 2025
Everything was extremely smooth and efficient.
18 February 2025
See above.
18 February 2025
Great dealer. Super professional team
17 February 2025
From booking in the service to face to face contact with the technician and follow-up calls by the service staff, very efficient.
11 February 2025
Helpful people but took a bit longer than estimated. Appreciated the valeting.
11 February 2025
As above. Ed provided huge reassurance that they would resolve my car's issues which they did!
11 February 2025
Very friendly people.
11 February 2025
Appreciated complimentary appraisal.
11 February 2025
I was kept informed of developments and offered solutions.
10 February 2025
The team at Vines were excellent but this is the second time the high voltage and auxiliary heater have failed in 12 months which is of course of concern
10 February 2025
Quick and easy
10 February 2025
Never fail to satisfy
10 February 2025
As above
10 February 2025
Everything went well.
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.