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Lewis Reynolds

General Sales Manager
  • Department Sales

Paul Bolger

BMW Used Car Sales Manager
  • Years at the dealership 6
  • Department Sales

Megan Thornber

Business Manager
  • Department Sales

Richard Croker

Business Manager and Motability Specialist
  • Years in the industry 3
  • Department Sales
  • Hobbies Socialising, meals out, golf, tennis, DJing

Charles Squirrell

Used Car Buyer
  • Years at the dealership 4
  • Department Sales
  • Hobbies Scuba, Classic cars1965-1980,Horse Racing Flat / jumps, F1 GPs and London

John Howard

Aftersales Manager
  • Years at the dealership 8
  • Department Service

Jamie Lowther

BMWi Sales Executive
  • Years at the dealership 3
  • Department i Sales
  • Hobbies Friends, family, sport

James Smith

BMWi Sales Executive
  • Years at the dealership 3
  • Department i Sales
  • Hobbies Cooking, music

Tony Genn

Sales Executive and Motability Specialist
  • Years at the dealership 10
  • Department Sales
  • Hobbies Golf, football

Chris McIsaac

BMW Sales Executive
  • Years at the dealership 1
  • Department Sales

Eric Wickham

Sales Executive
  • Years at the dealership 19
  • Department Sales
  • Hobbies Football, mountain biking

Richard Parker

Sales Executive
  • Years at the dealership 8
  • Department Sales
  • Hobbies Swimming, taekwondo

Lee Trussler

BMW Sales Executive
  • Years at the dealership 1

Thomas Rumsey

Sales Executive
  • Department Sales

Ray Davey

Sales Executive
  • Department Sales

Rebecca Combly

Sales Executive

Sophie Sardar

Sales Executive

Sam Trevett

BMW Product Genius

Chris Jones

BMW Sales Executive

Natalie Baxter

Service Advisor
  • Years at the dealership 13
  • Department Service
  • Hobbies Holidays, Disney World

Frank Jardim

Service Advisor
  • Years at the dealership 3
  • Department Service
  • Hobbies Mountain biking, walking, kayaking

Gwyneth Gavine

Centre Host
  • Years at the dealership 10
  • Department Centre Host
  • Hobbies Theatre, opera, art galleries

CUSTOMER REVIEWS.

Our 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.

Work was completed satisfactorily.

Service

Very responsive and fast.

Service

only dropped 0.5 marks because of the cost of the loan bike. £25 seems high for what is offered. The cars side of the garage do not charge this much.

Service

Staff were efficient and knowledgeable.

Service

Service carried out as expected

Service
Thank you for your review and we look forward to your next visit to us.

charged for no work being done and poor communicatio

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you so this can be addressed with you personally.

My description of the BMW workshop at Vines in Guildford: incompetent (same repair three times), careless (I was given back an unsafe car three times, my car battery was damaged during the latest repair) dishonest (placed blame on me)

Service
Thank you for your review and we are sorry to hear about these issues. I will ask our service manager to contact you regarding this matter.

Service carried out satisfactorily in the timescale indicated.

Service
Thank you for your review and we hope to see you again when we are needed in the future.

The appt' made online for 'while you wait service' - vehicle due at 3-3.15pm Following day a call confirmed the appointment, but said 10am, her system didn't reflect the 3pm. Also, the quoted online price differed from price charged.

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you so this can be addressed with you personally.

Hopefully my car will keep running until the next time,,, I'm sure it will.

Service
We are confident our service was delivered to the highest quality, but if you have any problems please do get in touch as we would be more than happy to help. Thank you for your review.

The new X5 which I bought from you has now been in twice within 3.months with problems.

Service
Thank you for your review and we are sorry to hear about this issue. I will ask our service manager to contact you regarding this matter.

All done well. Just wish it was a little cheaper.

Service
Thank you for your review, we really appreciate it.

Vehicle damaged as part of recall work ie boot / rear hatch opening X3 started catching and crunching against the roof on one side. Not good! No communication re repair (over a week!), no courtesy car available, apology! - not happy!

Service
Thank you for your review and we are sorry to hear about this issue. I will ask our service manager to contact you regarding this matter.

Process could not be easier

Service
Thank you for your review and we hope to see you again when we are needed in the future.

Wasn't a big service but car was very for collection by midday.

Service
Thank you for your review and we look forward to your next visit to us!

Quick and to the point!

Service

Everything was explained to me in clear language by service staff that were great to talk to, and when I picked the car up, it had been cleaned inside and out. A nice touch which adds to the quality experience.

Service

Normally the car is washed when it goes in for work. Not this time though.

Service
Thank you for your review and we are sorry to hear this. If you would like to discuss this further with our service manager, please do contact us so this can be addressed personally with you.

I was informed that the problem I had with my car had been rectified but this was not the case and I've now had to book it in again.

Service

Nobody called/emailed me to let me know what work was carried out. I had to call vines to find out Also my car valeting was a disgrace the wheels were black with dirt and the windows were cleaned with a very dirty cloth inside&out,I had to clean it

Service

completed vehicle health check and valet as part of fault recall

Service
Thank you for your review, we really appreciate it.

Sorted the problem out quickly.

Service
Thank you for your review and we look forward to your next visit to us!

Car was ready when Service Operative said it would be, very easy to book in MOT and Warranty Check, excellent facilities whilst waiting for car, staff very friendly and professional

Service

Everything was good.

Service
Thank you for your review, we really appreciate it!

Collection and delivery service was excellent, as were staff in keeping me informed of progress.

Service
Thank you for your review and we hope to see you again when we are needed in the future.

The only thing that caused the missing * was that after the 'free wash and hover', I was left to clear a 'smeary' inner front windscreen - other than that, everything else was BMW 'as usual'.

Service
Thank you for your feedback, we will take this on board and look to improve our service for the future.

Not even 1 star. They downloaded new software in my car and fixed the volume but dynamic control system gone and no one told me that. I think that was not a good customer service.

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you so this can be addressed with you personally.

I was very satisfied with all the process and the courtesy car. I need to follow up about the service history booklet, which I cannot find in the documents pack; was that removed to fill in and then not returned?

Service
Thank you for your review. I will ask our service manager to contact you so this can be addressed.

Reassuring and very helpful after our experience with Barons of Hindhead.

Service

the way I was treated and the way the car came back spotless

Service
Thank you for your review, we really appreciate it.

Customer best interests at heart

Service
Thank you for your review, we really appreciate it.

Tyre pressures were all set wrong, with warning on dash. Had to go and put the correct air pressure in myself. No really good enough.

Service
Thank you for your review and we are sorry to hear about this issue. I will ask our service manager to contact you regarding this matter.

when i booked i identified 4 things that needed to be fixed. only one was actually fixed on the day because the engineer failed to notice one (service agent did notice it however) and the other two "would take too long". 3rd time of trying.

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you so this can be addressed with you personally.

excellent customer service, delivered with courtesy and professionalism

Service
Thank you for your review, we really appreciate it!

Collect & Return service worked perfectly, and the car's servicing and MOT too.

Service
Thank you for your review and we hope to see you again when we are needed in the future.

Customer service staff are very good and helpful. Special thanks goes to James and Natalie. They are always there to help you. However, quality of the work carried out is not BMW quality.

Service
Thank you for your feedback, we will take this on board and look to improve our service for the future.

Vines dealt with the air conditioning problem quickly, efficiently and courteously.

Service
Thank you for your review and we look forward to your next visit to us!

Still not satisfied with my hand brake... far to much travel in the hand brake for a new car.

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you so this can be addressed with you personally.

issue with loan car (not told to bring driving license); and don't both washing the car if it doesn't come out clean!!

Service

The collection and delivery time was better this time.Parts unavailable to complete manufacturer recommended modifications.Coolant level low on return.It wasn't perfect but I am a satisfied customer.

Service
Thank you for your review and we hope to see you again when we are needed in the future.

Good experience other than value for money

Service
Thank you for your feedback, we will take this on board and look to improve our service for the future.

Explained what was done, washed my car, made me a coffee while I waited!

Service
Thank you for your review and we look forward to your next visit to us.

Although my car advises me that a service is required it does not tell which type of service involving filters and spark plugs making it impossible for me to know which type of service to book online.

Service
Thank you for your review and we are sorry to hear this. We hope our service was carried out well and if you have any further issues please do contact us.

Accommodated a late collection after service completion. Ease of booking. Kept me full informed of progress and service pack covered cost.

Service
Thank you for your review and we hope to see you again when we are needed in the future.

If I book a timed appointment I expect that is when the car will be worked on from, or at the very least I expect to be notified that this is a drop off time in advance. To find at drop off that ... not enough characters to give you feedback. Fail.

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you so this can be addressed with you personally.

When had the initial investigation say I needed a new condenser and I was unhappy with the cost, I was told somethng might be possible on reducung the price and I would be informed the next day. No one contacted me for several days, so I called back.

Service
Thank you for your review and we are sorry to hear about this issue. I will ask our service manager to contact you regarding this matter.

Good service quality

Service
Thank you for your review, we really appreciate it!

Recall work carried out and car cleaned, so no problems. Not 5 star because of Comment on question 1.

Service
Thank you for your feedback, we will take this on board and look to improve our service for the future.

car was cleaned. ever think was organised and went to plan

Service
Thank you for your review and we hope to see you again when we are needed in the future

This was a recall booked in advance, but I was called later in the day to say they didn't have the requisite part.

Service
Thank you for your feedback, if you still require our assistance please do not hesitate to get in contact with us.

Overall service good, however unsure why it cost me over £180 for you to effectively just upgrade the computer to fix bugs (which you provided from new) and still unsure why there was an amber warning message.

Service
Thank you for your review and feedback. If you wish to discuss this matter further, please do not hesitate to contact us and we would be more than happy to help.

Vines were a bit confused as to when the car would be fixed due to out of stock parts.

Service
Thank you for your review and we are sorry to hear this. If this still hasn't be resolved please do not hesitate to contact us and we will be more than happy to rectify the issue.

I had to argue to have something included under warranty. When I went to collect the car, they couldn't find the paperwork, so couldn't find the key and didn't know where it was parked. It took half an hour to locate it.

Service
Thank you for your feedback and we are sorry to hear this. We will take this on board and look to improve our service for the future.

Happy that the recall was carried out, disappointing that it took 2 days, also I reported the engine was

Service
Thank you for your review and we are sorry to hear about this issue. I will ask our service manager to contact you regarding this matter.

Problem reoccurrence

Service
Thank you for your review and we are sorry to hear about this issue. I will ask our service manager to contact you regarding this matter.

Great service

Service
Thank you for your review and we hope to see you again when we are needed in the future.

No problems with the service and the car was picked up and dropped back without issues. However, no one went through what was done and I was not given a check list.

Service
Thank you for your feedback, we will take this on board and look to improve our service for the future.

On each experience I have found Vines to be helpful and professional

Service
Thank you for your review, we really appreciate it!

On this occasion I didn't have to wait too long to get booked in for the recall. It was not possible to get a courtesy car but I was given a lift to and from my home.

Service
Thank you for your review, we really appreciate it.

Excellent customer service. Picked up and returned the car. Kept informed of the work done. Price paid was the price quoted - no hidden extras

Service
Thank you for your review and we look forward to your next visit to us!

Did everything that was required on my vehicle within the timescales I had

Service
Thank you for your review and we hope to see you again when we are needed in the future.

Fault was not fixed

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you so this can be addressed with you personally.

See above plus when i did pick the car up what they done wasn't explained to me only the part saying the brake pads were replaced. Maybe it's bacause I've taken out the service plan when I bought the car new the service is different.

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you so this can be addressed with you personally.

Staff always very polite & helpful & provide excellent service

Service
Thank you for your review, we really appreciate it.

Excellent service.

Service
Thank you for your review and we hope to see you again when we are needed in the future.

The self service experience was disconcerting. It is much nicer to have a conversation with someone before the car is service. it is not what I expect from a premium brand

Service
Thank you for your feedback, we will take this on board and look to improve our service for the future.

Everyone very nice and polite but the problem wasn't fixed

Service
Thank you for your review and we are sorry to hear about this issue. I will ask our service manager to contact you regarding this matter.

Cost and time to replace two bulbs was high.

Service
Thank you for your feedback, we will take this on board and look to improve our service for the future.

Completed on time

Service
Thank you for your review, we really appreciate it.

Prices are high but service is good

Service
Thank you for your review and we hope to see you again when we are needed in the future.

Great service when the car was given its first running in service, however still waiting to hear from them in relation to a minor cosmetic defect I identified the day I collected my new car. Was promised at the service that someone would be in touch.

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you regarding your minor issue.

Swift checking in of car and great customer service

Service
Thank you for your review and we hope to see you again when we are needed in the future.

as above, great customer care

Service
Thank you for your review, we really appreciate it!

Long wait for a slot with a loan car available. Loan car insurance excess is high and they try to upsell you Servicing is expensive Poor diagnosis of problems and underlying issue not resolved Not particularly friendly staff

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you so this can be addressed with you personally.

Tony the salesman was fantastic. Been buying cars from him for years.

Service
Thank you for your kind review and we wish you many happy years with your new BMW.

Very happy

Service
Thank you for your review, we really appreciate it.

I was very unhappy but BMW eventually completed the work and did not charge me anything so I was slightly satisfied about that

Service
Thank you for your feedback and we are glad we could rectify the problem here. We hope we see you again in the future when we are needed.

Friendly cooperative staff who made the repair and arranged for much of the work to be covered by 3 -year guarantee as the problem, though hidden for a long time, clearly started in guarantee period. e

Service
Thank you for your review, we really appreciate it!

very minor service completed satisfactorily, as far as I know

Service
Thank you for your review and we hope to see you again when we are needed in the future.

Good communication. Excellent linking of service centre and bodyshop

Service
Thank you for your review, we really appreciate it!

Helpful. Got the car done to time.

Service
Thank you for your review, we really appreciate it!

Natalie saw to it that my service was done while I waited without any drama's and in super quick time. She is such a lovely professional person.

Service
Thank you for your kind review, I will pass on your feedback to Natalie and the team and we hope to see you again.

Friendly and super keen to be helpful

Service
Thank you for your review and we hope to see you again in the future.

My car was kept for an extra day for a software update, which was not carried out. I have to go through the inconvenience of bringing the car back again, which I don't have time to do. I will be driving an unreliable car long distances with kids.

Service
Thank you for your review and we are sorry to hear this. I will ask our service manager to contact you so this can be addressed with you personally.

No nonsense approach. Work can be trusted to have been carried out to a high standard. Very rare these days!

Service
Thank you for your review, we really appreciate it!

Very efficient and the team were very helpful in getting my car serviced promptly so I could pick up my daughter from school

Service
Thank you for your review and we hope to see you again when we are needed in the future!

The health check report said that the mobility sealant was out of date. As I have run flat tyres, this shocked me and I believe showed a careless attitude by the workman. I asked to speak to him but couldn't.

Service
Thank you for your review and we are sorry to hear about this issue. I will ask our service manager to contact you regarding this matter.

See previous answer. However, the service manager I had this time was very good which went some way towards recovering the situation.

Service
Thank you for your review, we are glad the situation could be rectified somewhat and if you have any further queries please do not hesitate to contact us.

all went well

Service
Thank you for your review, we really appreciate it.

They have always been highly efficient,courteous and extremely welcoming. In addition,while I wait for my car to be serviced,they provide excellent coffee!

Service
Thank you for your review and we hope to see you again when we are needed in the future!

This was my first visit to Vines and they had already researched the vehicle history prior to my arrival and provided a very efficient and courteous service covering all of my servicing requirements and sought guidance from BMW for the i-drive defect

Service
Thank you for your review and we look forward to your next visit to us!

Fixed the problem, no delays and transport took me to and from the office

Service
Thank you for your review, we really appreciate it.

The bus service limitations weren't explained in detail which meant i had to get a train from Guildford and then back via Woking from town

Service
Thank you for your feedback, we will take this on board and look to improve our service for the future.

All ended up ok.

Service
Thank you for taking the time to write your review, we really appreciate it.

Very courteous and prompt service. I was looked after extremely well while my car was being fixed and Eric took my car away and delivered it for me with zero fuss.

Service
Thank you for your review and we look forward to your next visit to us!

Professional

Service
Thank you for your review and feedback, and we look forward to your next visit to us!

Prompt and informative

Service
Thank you for your review and we look forward to your next visit to us.

Customer service was excellent

Service
Thank you for your review, we really appreciate it.

Agreed time, you picked the car up, serviced it, cleaned it and returned it. No hassle!

Service
Thank you for your review and we hope to see you again when we are needed in the future!

Good salesman but sometimes appeared to be a little over stretched to give complete attention to detail

Sales
Thank you for your honest review, we will take your feedback on board and look to improve our customer experience in the future.

Had to wait for a week longer than first expected, but otherwise extremely happy with the handover and the sales rep personally arranged for my conveyance to BMW Centre to collect the car

Sales
Thank you for your review and we wish you many happy years with your new BMW!

Great! Transparent, clear and a great product couldn't be happier.

Sales
Thank you for your review and we wish you many happy years with your new BMW.

Sales was first class - 5 star and my 240I was recommended by our sales contact at Vines of Guildford

Sales
Thank you for your review, we really appreciate it!

Helpful staff as usual

Sales
Thank you for your kind review.

Cos I was !

Sales
Thank you for your kind rating, we wish you happy motoring in your new BMW.

N/a

Sales
Thank you for your 5 star rating, we really appreciate it.

Not only was the sale and collection an excellent experience, but the continued aftercare also

Sales
Thank you for your review and we hope to see you again in the future.

Lee was very good at keeping me informed of the status of my order and was very helpful in all other aspects.

Sales
Thank you for your review and we hope to see you again in the future.

Richard was really helpful

Sales
Thank you for your kind review and we wish you many happy years with your new BMW.

Easily contactable n experienced salesman. Would go through every bits n pieces about the info u need for car n will help u to choose the correct drive to ur needs. A very competent n experienced salesman.

Sales
Thank you for your review, we really appreciate it.

From the answers above, the team were excellent

Sales
Thank you for your review, we really appreciate it!

Tony Genn and Megan Thornber was so friendly and easy to work with. Both were professional and done everything they could, within their power, to make things work for me. Thank you both

Sales
Thank you for your review, we will be sure to pass on your feedback to Tony and Megan and we hope to see you again in the future.

The salesman very professional and spent time with us and the hand over of the new car was excellent

Sales
Thank you for your kind review and we wish you many happy years with your new BMW.

Ezcellent sales person- Lee Trussler. Good product knowledge and excellent handover.... enthusiastic about the product - recommend him.

Sales
Thank you for your kind review, I will pass on your feedback to Lee and the team and we wish you many happy years with your new BMW.

Regular updates on progress and helpful sales team

Sales
Thank you for your review and we look forward to your next visit to us!

seamless experience, no challenges

Sales
Many thanks for your kind review!

All staff were very friendly and helpful the whole experience was enjoyable

Sales
Thank you for your review, we really appreciate it!

As stated the Sales Executive was excellent all the way through the process

Sales
Thank you for your review and we hope to see you again in the future.

Everyone we spoke to was courteous and helpful, all our questions were answered.

Sales
Thank you for your review, we really appreciate it!

Richard Parker at Vines Guildford spent a lot of time with me choosing a car and going through all the options. Very professional and no pressure at any time for me to purchase

Sales
Thank you for your kind review, I will pass on your feedback to Richard and the team.

Ray delivered fantastic service and went the extra mile to explain what car options I had and showed me all of the different dashboard controls on the car

Sales
Thank you for your kind review and we wish you many happy years with your new BMW!