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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.
354 ratings and 182 comments received in the last 90 days.
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
Everyone is always very polite and helpful at my local dealership and very organised when it comes to changing cars.
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.
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
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.
03 April 2025
Handover smooth with everything clearly explained
03 April 2025
Very satisfied
03 April 2025
My vehicle was ordered with Active Cruise Control but it is not fitted to the vehicle. I want this resolved.
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
Sasha Good gave me complete satisfaction with her prompt, professional & personalised expertise.
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.
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
Extremely pleased I couldn't have asked for more from Sasha .
20 March 2025
Always a pleasure working with Eric Wickham
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
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
Completely satisfied
26 May 2025
Excellent customer service. Always kept up to date with progress.
26 May 2025
Service performed quickly, price reasonable.
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
As above
24 May 2025
Booked wait appointment and was shorter than estimatef
23 May 2025
Good customer service, and timely
22 May 2025
I was told it was a 2 hour wait and that's exactly how long it took.
22 May 2025
Satisfied with work and speed of job
22 May 2025
Fantastic service as always. Especially from the handsome Aftersales Manager Dave.
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.
19 May 2025
Great service - staff are super experienced and friendly- communication was good
19 May 2025
Staff helpful, Advisory points explained.
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.
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.
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
Rattling noise identified and corrected under warrantly
15 May 2025
The service team went above and beyond to try and find a key that had been lost in a void
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
The people were very friendly and helpful, only the MOT and change of brake fluid took a long time.
12 May 2025
Everything went well.
12 May 2025
Fantastic service all round, great stuff
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.
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
It takes too long
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
Happy on service aspect just a pain not having pick up and delivery now
04 May 2025
Always professional
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
Staff a bit disinterested
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
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
Ref earlier comments
28 April 2025
As above.
27 April 2025
Car fixed albeit at a very high cost, no working fine.
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.
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
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
Perfect
20 April 2025
Just made it an easy and pleasurable experience..
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
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.
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
15 April 2025
Done everything you said you were going to do
14 April 2025
Totally stress free.
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
Great service
14 April 2025
Friendly helpful team.
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
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
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
Really good communication letting me know when the service was started and a video showing the condition of my vehicle.
04 April 2025
The most polite, efficient and friendly service from the team. In particular from Ed Lamb and Blake Hollands.
04 April 2025
Price is bit high to compare local garages ??
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
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
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.
02 April 2025
The person doing the service excellent and video helpful
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
Part supplied as needed
01 April 2025
Easy to deal with and efficient
01 April 2025
As expected
01 April 2025
The service team were really efficient and communication was great throughout.
31 March 2025
It was good to receive a video update during the service
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
All done on time and they spoke about any issues.
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.
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
The service was upped into the body repair exactly as I had hoped
20 March 2025
As above
20 March 2025
Easy and no fuss
19 March 2025
See above. Vines Guildford staff were of high quality and were helpful in all aspects of our enquiries.
18 March 2025
Prompt courteous service
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.
17 March 2025
Smooth and fast
17 March 2025
Pleasurable
17 March 2025
Everything went smoothly
16 March 2025
Very happy in and out quickly the team are bang on
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.
15 March 2025
Vines were very friendly and helpful
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
No issues. Friendly service.
15 March 2025
A full explanation of any work done and why, is given with clarity and professionalism.
15 March 2025
Absolutely brilliant. Couldn't fault my experience at all.
15 March 2025
Work carried out satisfactorily
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
All went well treated good
12 March 2025
Repair resolved, and the extra dashboard of checks really useful.....and great valetting.
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
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
02 June 2025
Fareed was professional, knowledgeable, and took the time to answer all of my questions without being pushy.