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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.
481 ratings and 257 comments received in the last 90 days.
05 December 2024
Attentive sales person who wanted to sell me a car! unlike Audi/VW where you need to beg for attention! After confirming the model and specification the Lee tracked down a car in my chosen colour and delivered it within 10 days.
04 December 2024
Process was efficient and we were shown everything that was needed.
02 December 2024
I was helped at reception with coffee and then looked after really well whilst going through the ample paperwork.
29 November 2024
The whole experience was made very easy for us by Sam and the team.
29 November 2024
Vines Guildford always make me feel like a valued customer and always go above and beyond in keeping me happy. George Warwick and Mark H were amazing. The car is beautiful. Thank you!
28 November 2024
Everything was as expected from a brand such as BMW, except two items (which are not necessarily dealership-specific): 1. A test drive (on a £85k+ car purchase) was not available 2. 5-day insurance cover was also not available
27 November 2024
Helpful staff and very efficient.
24 November 2024
Despite some last minute complications of the last car breaking down just as I was about to collect the new car, Vines Guildford looked after me exceptionally.
24 November 2024
Good communication, answerd my queries fully
18 November 2024
On time
16 November 2024
Professional and courteous service. Always friendly and helpful.
15 November 2024
Eric at Vines is just brilliant. Super helpful and made the whole process seamless.
13 November 2024
I had asked for certain things to be done on handover, not to clean the car, certain mats and more and Rob made the whole experience perfect for me
11 November 2024
very satisfied
08 November 2024
Aspects again were professional
06 November 2024
Fareed kept me updated throughout and was exceptional on the day of collection, went through it all the controls etc.
04 November 2024
The only thing preventing 5 stars was, for me, there was perhaps a little too much directional advice on using Driver Guidance via MyBMW App rather than a bit more
04 November 2024
How the car worked was explained extremely well and everything set up to our specification, we feel very happy that we can always contact the garage with questions.
04 November 2024
Excellent service and a great deal of.
01 November 2024
Professional, friendly and efficient staff and a beautiful environment to do business,
01 November 2024
Excellent customer service throughout the buying process. George was the sales person who went through the buying process with me, through to ensuring that i was ok with the new display controls.
30 October 2024
Pleasurable purchasing experience from beginning to completion and delivery.
30 October 2024
The only reason for dropping one star is I am so disappointed at not getting a paper manual and having to have one ordered from Germany at a cost of £45. For an elderly person the digital manual is just not the same.
30 October 2024
Everything promised was done in a timely manner.
29 October 2024
Sales guy great
28 October 2024
I experienced a highly professional, customer centric service from first walking into the showroom to collecting the car
28 October 2024
Excellent service and Sam kept me up to date at all times.
28 October 2024
Sales Lead Lee was very good, straightforward and easy to deal with - this was appreciated
26 October 2024
We have been giving an excellent servise by Eric he is very professional and he does all paperwork on time and he look after us very well Even is late time evenings he sorted ours issues really appreciate it with your hard work Eric
24 October 2024
My experience was very good and all went well in getting the best deal for what car I wanted.
18 October 2024
Excellent special shout out to Eric Wickham
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.
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
Great attention to detail in every aspect of the transaction.
04 October 2024
Well informed staff, lovely coffee and comfortable environment.
03 October 2024
Again, it was all so easy and I was made to feel that my custom was appreciated and valued
03 October 2024
Again, great attentive service. Everything was made very simple.
03 October 2024
Easy and smooth
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
Excellent service from sales - George Warwick
01 October 2024
Everything has run smoothly and the car came in sooner than expected
24 September 2024
Excellent service
20 September 2024
Everything in the whole process went smoothly
13 December 2024
As above
13 December 2024
I was a bit disappointed that the car wasn't properly checked for water and dried out, before I picked it up, and that I had to bring it back. However, when I did bring it back the problem was resolved and Ed was great at keeping updated.
13 December 2024
No issues. Work completed in good time. Helpful staff.
12 December 2024
I am very pleased with buying my car and sent my car for service at the same place which is Vines of Guildford. thank you. vt.
12 December 2024
I am disappointed how Vines treats customer's built in dash cams by pulling out all cabling even when I have carefully removed the power cable and therefore deactivated it. They have caused damage in the past.
12 December 2024
The service experience on the day was excellent. The team were personable, service-orientated and helpful from start to finish.
11 December 2024
The car was delivered to us with a faulty battery. We brought it back to be replaced and were assured this was under warranty. After it was changed I was asked to pay £400. The service was rude and unpleasant , I had to be assertive to avoid paying.
10 December 2024
Again the technician I dealt with was excellent - but having booked online and receiving a booking number and confirmation there was no record of my booking when I arrived at the service centre. I didn't receive a payment link so had issues paying.
10 December 2024
No, I asked that the tyre pressure was checked, it was not and and warning light remained on
10 December 2024
You recallled my car so not much to go on and nothing was done Air bag prob ok .
10 December 2024
Great service
09 December 2024
Although the staff were helpful, communication was average and they failed to solve the fault
09 December 2024
The service on the day was fine. Took about the estimated time. Hospitality was fine whilst I waited. The lady in service reception agreed to email the answers to my questions on connected drive - nothing received so far (1.5 weeks later).
07 December 2024
Nothing to complain about
06 December 2024
All good
06 December 2024
Smooth process from start to finish.
05 December 2024
Great service all round.
05 December 2024
I was given a work area as i was waiting for my vehicle. Tea and coffee was offered at regular intervals and I was kept up to date on progress of works carried out.
04 December 2024
Excellent customer , kept me informed throughout the service
04 December 2024
Was met and greeted by a young Mini brand service receptionist who went beyond expectations, compared to previous service reception visits at the Vines Guildford branch
04 December 2024
An email was sent asking for advance booking information which I completed, however the service tech was not aware of specific requests that I made, so all seemed a bit pointless.
04 December 2024
2 cups of good hot chocolate while I waited for the airbag alteration and my car cleaned. Thanks
03 December 2024
Based on my repeated visits over the last few years to Vines of Guildford, I have always received excellent service from the whole service team and in particular from Ed Lamb. Ed is always well prepared, very professional, and helpful. Thank you!
03 December 2024
Reassuringly expensive.
03 December 2024
Good communications. Speedy service - completed ahead of time. Work carried out as per quote.
03 December 2024
They carried out the work in the time allotted woth no problems
01 December 2024
The winter check was carried out in a efficient and timely manner.
01 December 2024
Professional and finished on time
01 December 2024
The problem I brought the car in to be repaired for hasn't been fixed.
01 December 2024
Service was brilliant, but, the quality of the car wash was not very good. The wheels between the spokes were filthy unfortunately, I ended up washing the wheels myself at home.
30 November 2024
Clear talk through of everything done
28 November 2024
Very easy to book etc
28 November 2024
I was courteously helped
27 November 2024
Everybody very clear and helpful
27 November 2024
Much improved compared to my visit in July 2024. Customers facing personnel is much friendlier now.
27 November 2024
I asked whether my MOT could possibly be done on top of the service (I asked only on the day) and they fitted it in which was amazingly helpful thank you. ??
27 November 2024
Friendly and efficient service.
26 November 2024
Telephoned to see if vehicle ready, I was informed the MOT had been completed and in the workshop having the brake fluid service change. I arrived an hour later and the work had not commenced just going in!! Onway home tyre pressure warning lit up!!
26 November 2024
I've been using the garage for nearly 20 years. I am very disappointed no one apologised for the mess at the time, and that the service manager didn't call me later to check everything was OK now.
26 November 2024
The repair was completed on time and complete.
25 November 2024
Very detailed report
25 November 2024
All good
25 November 2024
Very satisfied apart from oil leak.
25 November 2024
Really satisfied
25 November 2024
Speedy and helpful
24 November 2024
No surprises
24 November 2024
No hire car available
24 November 2024
Looked after every aspect of the service including a thoughtful present was offered at the end. Thank you Vines.
24 November 2024
I liked that in Guildford I was not told that everything is ok with the car, that there is no problem. They looked for / changed parts until they "found" the problem. I want to specify that the problem still persists, not as strong as before
24 November 2024
A pleasing professional experience
22 November 2024
service was detailed and informative as always
21 November 2024
Good service but complication after recall had been completed
21 November 2024
Staff were friendly
20 November 2024
The service team (from Alex to Marco) have really worked hard on fixing the ongoing issue with my car.
20 November 2024
Poor service over multiple visits. On last visit the car was not even looked at on the appointed day meaning (again) the car being kept overnight
20 November 2024
It would have been 5 stars but my driver & passenger rubber mats were left soaking wet so I was unable to drive the car until one of your employees wiped them dry!
20 November 2024
already stated
19 November 2024
The staff are very good at their jobs. However, the telephone system is a big hindrance since it cuts off without an ability to leave a message.
19 November 2024
Excellent service from Vines, they did all that could be expected of them is searching for the cause of an unexpected shutdown of my electric vehicle, the precise cause of which was not recorded by the vehicle. Excellent service also from BMW Assist.
18 November 2024
Friendly and helpful staff.
18 November 2024
Excellent customer attention to detail of all aspects of service.
18 November 2024
All well done
18 November 2024
Easy and car running well
18 November 2024
The staff were very helpful and always satisfied with the service I receive.
18 November 2024
Dealt with efficiently
18 November 2024
Because I am very satisfied
18 November 2024
Effective and efficient.
18 November 2024
Couldn't think of anything I would like them to do differently
17 November 2024
Service was fine, but I asked if the could check the function of the adaptive headlights, I was told this would cost a minimum of £150 to investigate the fault, which I would have to pay if no fault was found. the car is less than 2 years old.
17 November 2024
Kept me informed
17 November 2024
It was straightforward and easy
17 November 2024
Excellent service. Felt very well looked after.
17 November 2024
Vines was great, they were attentive, friendly and helpful!
17 November 2024
Good communication.
16 November 2024
Service and subsequent follow up work carriedcout satisfactorily, but shaded somewhat at work running over to a second day which create some organisational issues for me.
16 November 2024
The customer service at this BMW dealer is poor. The person I dealt with when I dropped the car off was unfriendly and told me I should do everything online. On collecting the car, I was just given the keys and was told it was parked out back.
15 November 2024
Excellent
14 November 2024
Easy to book and a very efficient service
14 November 2024
Quick, friendly and attentive.service.
14 November 2024
Good service and helpful staff
13 November 2024
unfortunately there was a delay to pick up - otherwise fine
13 November 2024
Was done same day, car was washed and interior cleaned. Gift hamper received as apology for recall. Nice clean store, friendly staff.
12 November 2024
Same as above. Friendly and informative. They did what they said they would do, when they said they would do it. And they cleaned my car which is a nice bonus
12 November 2024
Service dept is great but it's not the most welcoming section/waiting area. It's
12 November 2024
Left it very late in the day (beyond the time that we had agreed the car would be ready) to advise I needed a new tyre which would not be available until the following day. I also had to phone to ask what was happening as I had not been contacted.
12 November 2024
The staff at Vines were very welcoming and ensured I was looked after on the day. The only reason for not giving 5 stars is there was quite a delay waiting for my vehicle to be washed after the work was complete.
12 November 2024
See answer to first question. Particular thank you to reception staff who looked after me when I was there - got me a coffee and provided a place for me to work, also to Matt who provided me with the keys and checked everything was ok before I left.
12 November 2024
The work that was required on my car was completed in a timely manner. The staff were friendly and professional. The premises were clean and looked smart
11 November 2024
Michael Stiff has always been very attentive and caters for all my needs. The service that receive from Vines is always top quality and always includes a survey of my car.
11 November 2024
Very professional service
10 November 2024
Everything was good - the only slight niggle was that the car came back with a warning that the key battery was low and I was locked out of the car the next day due to this.
10 November 2024
Great service, friendly staff, quick turnaround.
10 November 2024
work required was completed satisfactorily and staff were very present.
07 November 2024
Automated processes worked well and good communication once completed.
07 November 2024
Fantastic
07 November 2024
Good customer service, listened and addressed my concern well
06 November 2024
Great cars, professional team, smooth process
06 November 2024
No complaints! Very friendly and helpful staff.
06 November 2024
I expect Vine as the BMW main dealer would have vast experience to at least suggest what's wrong with my car, but nothing suggested.
05 November 2024
Provided loan car and kept me informed of service progess
05 November 2024
No issues
05 November 2024
Ed was great
04 November 2024
You explained the squeak in the brakes and all the rest was very straightforward.
04 November 2024
Nothing was too much trouble. I went just to book my recall work, but the technician did it there and then on a Friday afternoon!
04 November 2024
This garage has a great service team... The qualities include: Ease of booking, ease of drop off, very clear pricing for the service, excellent advice with regard my slow puncture issue and very friendly team, I'll be returning for my next service!
04 November 2024
Michael Stiff was very responsive and helpful during the process
04 November 2024
I have to come back though as the recall airbag wasn't in stock
04 November 2024
Efficient and although an awkward tyre emergency Michael sorted and picking up car later
02 November 2024
Friendly, professional staff!
31 October 2024
The recall work itself was handled well. Felt I received far too many txt's and messages about the whole booking process and during the service itself.
30 October 2024
Ed was fantastic. Strangely I noticed one of my parking sensors wasnt in place so I had to bring it back the next morning but Ed had it sorted in no time and I really appreciated it since you guys looked busy
29 October 2024
The job was done.
29 October 2024
Kept me informed and showed the evidence of the issue found during the service
29 October 2024
I was treated like a customer should be treated
29 October 2024
Was welcome into a clean and friendly environment.
28 October 2024
Straight forward booking process, timely response and good communication throughout.
28 October 2024
Service great as always. A bit marked down this time as the requested job did not have everything requested. I had a reminder, where I added the missing items (MOT and air con ) but these were not added on sheet. Glad I decided not to just drop keys
26 October 2024
Very easy to get my car booked in, was kept informed about my car, and all staff I encountered were very helpful, including the lovely ladies at reception!
26 October 2024
Very friendly and efficient.
25 October 2024
My car was booked in at 8 am for an MOT and end of warranty check while I waited. The car did not emerge until 10:45 after I requested it There was no warranty check report and it was not cleaned. I arrived 30 minutes for a meeting due to the delay.
24 October 2024
They went above and beyond to accommodate my needs during the MOT - as I'd travelled from further away I had to wait for the MOT on site and they provided me with a desk to work on, and coffee to drink
24 October 2024
Happy good service and value for money
23 October 2024
Clear and simple explanation of recall service and checks carried out
23 October 2024
Ed Lamb, dealt with my visit to BMW Vines of Guildford. He is a credit to the dealership. I found him extremely professional, his communications skills were great considering the ordeal that I was faced with. He managed my situation very well.
23 October 2024
Everything was great
22 October 2024
Again work carried out in a timely manner and customer service was great but the lack of care to protecting my car left a bitter taste. If the technician can't be bothered to do basic protection what else can he not be bothered to do
22 October 2024
The underlying issue that I brought the car in for was not sustainably resolved. In other words, the issue re-occurred after 2h of driving the car.
22 October 2024
Because my car that had nothing wrong went in for a routine service and MOT and came out with 3 faults and to top it off vines insist that I have to agree to pay for them to even take a look at it.
21 October 2024
Car ready on time and I was informed about recall.
21 October 2024
Recall work done promptly. Didn't need the suggestion that some bodywork might need attention
21 October 2024
Excellent communication and service. Work completed on time.
21 October 2024
Efficient service and communication with fair pricing
20 October 2024
I spoke to four different, all very polite, men. The payment system didn't work for me because after keying in all the data, it said it didn't take Amex. In the end I paid through Apple Wallet and a card machine.
20 October 2024
Work carried out quickly and efficiently
20 October 2024
Great environment ad friendly and helpful staff
20 October 2024
Easy at all stages, supported by video updates and finishing up with a clean making the car look like new.
19 October 2024
Excellent service, and great office facilities so that I could work whilst I waited.
19 October 2024
Timely and professional service
18 October 2024
Work was not completed on time but main issue is excessive pricing. I have used Vines for over 10 years but the pricing over the past two years has become unreasonable.
18 October 2024
I had my full services done on my BMW 2 series 2021 reg. I was informed puddle lights are no longer covered under warranty, as they have exceeded the two-years. However Vines gave the attention it deserves and ensured a satisfactory resolution.
17 October 2024
The staff kept me updated and the work was done quickly
17 October 2024
Always good service and friendly staff who explain everything really well
16 October 2024
They sent me video update and follow up phone call.
16 October 2024
The work was carried out within the time allocated and the vehicle was cleaned and ready earlier than expected.
15 October 2024
Very prompt and kept me informed along the way
15 October 2024
Excellent service
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
Always kept informed, very good experience
15 October 2024
All smooth and no glitches.
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
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.
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.
13 October 2024
Excellent service
13 October 2024
The brake pads didn't need changing, so nothing to do.
13 October 2024
Fixed quickly and it didn't cost a fortune.
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
Again, Marco showed patience and expertise while solving the problem
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,
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
Service agent was helpful, polite, communicative throughout the process
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
Satisfied with service
07 October 2024
Attended to every small request mentioned
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
Good service, explanation and courteous and friendly staff
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
Explanations of work carried out.Car running as new.
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.
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.
28 September 2024
It took 2.5 hours for a MOT
28 September 2024
They kept you informed
25 September 2024
Excellent customer service from the Vines team - great communication and follow up.
25 September 2024
MoT and service all went smoothly.
25 September 2024
Car serviced perfectly , on time , w=minimal fuss
24 September 2024
Excellent customer service from reception to the servicing team.
24 September 2024
Went well
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
If breakdown problem the wait is too long.
23 September 2024
Quick and easy online booking system.
23 September 2024
The work was completed as expected.
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.
22 September 2024
As above
21 September 2024
Completely satisfied
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
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
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.
20 September 2024
Work completed as above
20 September 2024
they did all i asked
13 December 2024
A first class experience on all counts. The friendly helpful staff, relaxed comfortable atmosphere in which to do business and to make correct decisions in making the purchase of the perfect car for my wife and myself. I am fully satisfied.