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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.
468 ratings and 238 comments received in the last 90 days.
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
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
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
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
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
Pleasurable purchasing experience from beginning to completion and delivery.
30 October 2024
Everything promised was done in a timely manner.
29 October 2024
Sales guy great
28 October 2024
Excellent service and Sam kept me up to date at all times.
28 October 2024
I experienced a highly professional, customer centric service from first walking into the showroom to collecting the car
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
Well informed staff, lovely coffee and comfortable environment.
04 October 2024
Great attention to detail in every aspect of the transaction.
03 October 2024
Again, great attentive service. Everything was made very simple.
03 October 2024
Again, it was all so easy and I was made to feel that my custom was appreciated and valued
03 October 2024
Easy and smooth
01 October 2024
Excellent service from sales - George Warwick
01 October 2024
Everything has run smoothly and the car came in sooner than expected
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.
24 September 2024
Excellent service
20 September 2024
Everything in the whole process went smoothly
16 September 2024
Brilliant communication. Very helpful.
15 September 2024
Lee the salesman was great and took time to explain everything about each car so that I was able to choose the right one for me.
05 September 2024
Seemless
04 September 2024
Communication is key , especially when making such an expensive purchase. It could have been better in this regard.
23 August 2024
Again, no drama, factual and prompt communication throughout the process
20 August 2024
Fantastic engagement all throughout. I didn't even go to the garage with any intentions of getting a BMW. Well done Sasha Goof.
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
Service dept is great but it's not the most welcoming section/waiting area. It's
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 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
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 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
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
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
Great service, friendly staff, quick turnaround.
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
work required was completed satisfactorily and staff were very present.
07 November 2024
Good customer service, listened and addressed my concern well
07 November 2024
Automated processes worked well and good communication once completed.
07 November 2024
Fantastic
06 November 2024
No complaints! Very friendly and helpful staff.
06 November 2024
Great cars, professional team, smooth process
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
No issues
05 November 2024
Ed was great
05 November 2024
Provided loan car and kept me informed of service progess
04 November 2024
I have to come back though as the recall airbag wasn't in stock
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
Efficient and although an awkward tyre emergency Michael sorted and picking up car later
04 November 2024
Michael Stiff was very responsive and helpful during the process
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!
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
I was treated like a customer should be treated
29 October 2024
Was welcome into a clean and friendly environment.
29 October 2024
The job was done.
29 October 2024
Kept me informed and showed the evidence of the issue found during the service
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
28 October 2024
Straight forward booking process, timely response and good communication throughout.
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
Happy good service and value for money
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
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
Clear and simple explanation of recall service and checks carried out
23 October 2024
Everything was great
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.
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
21 October 2024
Efficient service and communication with fair pricing
21 October 2024
Excellent communication and service. Work completed on time.
21 October 2024
Recall work done promptly. Didn't need the suggestion that some bodywork might need attention
21 October 2024
Car ready on time and I was informed about recall.
20 October 2024
Great environment ad friendly and helpful staff
20 October 2024
Work carried out quickly and efficiently
20 October 2024
Easy at all stages, supported by video updates and finishing up with a clean making the car look like new.
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.
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
Always good service and friendly staff who explain everything really well
17 October 2024
The staff kept me updated and the work was done quickly
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
Satisfied with service
07 October 2024
Attended to every small request mentioned
07 October 2024
Good job as always
07 October 2024
Service agent was helpful, polite, communicative throughout the process
07 October 2024
Friendly helpful staff and good communication
07 October 2024
Service is friendly and good. Communication is good. Pity I couldn't get the car cleaned due to long wait time
06 October 2024
The car was washed and cleaned inside.
06 October 2024
Very helpful service
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
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.
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.
01 October 2024
An all round excellent level of service given by your staff.
01 October 2024
Main reason is people working there staff is absolutely ?? professionally with positive approach to customers
01 October 2024
Was very professional.
01 October 2024
Booked in for a recall, but a health check was also carried out. Kept informed with use of video.
01 October 2024
Staff could not have been better
30 September 2024
I am not expecting to wash my car but once the job completed and staff called me and informed me that works completed and going for a car wash but three occasions not done the car wash.
30 September 2024
Good service, explanation and courteous and friendly staff
30 September 2024
Explanations of work carried out.Car running as new.
29 September 2024
No update provided. Email seeking payment via an organisation I did not know for the service that I had not been advised had been completed. Suspected a possible scam therefore rang garage. However call unanswered on first three attempts.
29 September 2024
I would have been totally satisfied if they had not left my car with the seats in the wrong position on both sides which made it difficult to get them back to where they should be. The levers are so hard to pull.
28 September 2024
It took 2.5 hours for a MOT
28 September 2024
They kept you informed
25 September 2024
MoT and service all went smoothly.
25 September 2024
Excellent customer service from the Vines team - great communication and follow up.
25 September 2024
Car serviced perfectly , on time , w=minimal fuss
24 September 2024
Went well
24 September 2024
Excellent customer service from reception to the servicing team.
24 September 2024
Just great service, as always from Vines.
23 September 2024
Excellent communication re. MOT and service progress. Vehicle ready to collect at agreed time.
23 September 2024
Quick and easy online booking system.
23 September 2024
If breakdown problem the wait is too long.
23 September 2024
The work was completed as expected.
22 September 2024
As above
22 September 2024
Very satisfied as I was kept in the loop about the service and MOT and all my questions were answered.
22 September 2024
Greeted upon arrival, Vines Guildford's customer service is outstanding. Ed was very helpful and attentive, we will return for the next service for sure.
21 September 2024
Car wasn't fixed / reset when picked up.
21 September 2024
Was well looked after and felt that I was a valued customer.
21 September 2024
Good customer interaction
21 September 2024
Completely satisfied
21 September 2024
Complete and utter imbeciles working at this branch in Guildford. Shame it is the only shop close to my place leaving me little choice. Pathetic service. Staff need to be fired or completely retrained on how to speak to and deal with customers.
21 September 2024
Arrival date almost 2 weeks late and had to pick the car up which was 4 hours away as they wouldn't deliver
20 September 2024
Work completed as above
20 September 2024
they did all i asked
19 September 2024
Brought my car for service under warranty Paid for diagnostics and some fault with climate control The service team kept on saying I have tampered with the controls. The fault was from inside the panel yet service team did not claim warranty
19 September 2024
Good product knowledge on the lack of an Android car play
19 September 2024
Professional and easy. A good experience and one I have enjoyed for over 10 years
18 September 2024
Very, all questions answered honestly.
17 September 2024
professional staff and service
17 September 2024
I use a small company who are very Good.
17 September 2024
Really good service from this dealership. Despite me having a 2017 car they made me feel like I was their top customer. Very knowledgeable staff.
16 September 2024
Good experience.
16 September 2024
East to check in and helpful staff.
16 September 2024
As above
16 September 2024
Car ready late so had to return the next day. Very rudimentary pressure wash and vacuum. No courtesy car. No collection and delivery service. Yet still the most expensive car service I've ever had to pay.
16 September 2024
Minimum cost was highlighted up front and service was good and issue was fixed. But £150 to remove a stone from brake felt excessive and valet was not great with bird poo left on vehicle.
16 September 2024
See comments above
15 September 2024
Great service and advice
15 September 2024
Very friendly and super efficient.
14 September 2024
Works carried out whilst I waited and all ok
14 September 2024
Great customer service
14 September 2024
Service was efficient and communication was very good
13 September 2024
Friendly and professional staff.
11 September 2024
Great recall and id of possible issues but unrealistic expectation of acceptable repair costs
11 September 2024
No hiccups, everything went as planned and we were kept updated
11 September 2024
delivered what was agreed in agreed time
11 September 2024
Customer service great and kept me updated the whole way. Courtesy car was welcome
10 September 2024
Efficient
10 September 2024
It would be helpful to have a clearer view on Hope long it will take when you arrive
10 September 2024
All good from Reception to collection
10 September 2024
Very good on this occasion but not so competitively priced for future services , although quality was amazing . Plus this car is having lots of recalls
09 September 2024
Liked to be able to approve work without a phone call whilst I was at work
09 September 2024
Enjoyed the experience of visiting Vines and enjoying a coffee in pleasant surroundings while I waited. The staff were excellent.
09 September 2024
Car seems to be running as good as it was
09 September 2024
This was a recall, so no charge. However, my car was also valeted, and I was given a significant 'goody bag' from BMW.
09 September 2024
2 scratchs scratches
09 September 2024
The Vines customer service beats all the competitors in the area by a big margin
09 September 2024
So for the third visit in a row they have left out a service that was supposed to happen and now resulting in another visit. Original service had to be rearranged due to Loan car not being arranged as agreed. Aftershaves manager apologised
09 September 2024
Great service and went the extra mile to get my car back on the road again when I needed it in a hurry
08 September 2024
Good service, friendly and fast the only online payment system was the only negative but not a big issue.
08 September 2024
Helpful and friendly staff.
03 September 2024
Service was efficient and the vehicle report was extremely good
03 September 2024
I was informed of the work being done and called when the work was completed.
03 September 2024
I liked everything what they did for my car
02 September 2024
Service was not as it used to be
01 September 2024
Happy with everything
01 September 2024
Yet again. All fantastic.
30 August 2024
The recall work was satisfactory and the customer treatment was excellent beyond expectation. Would have received 5 star rating if my service history on my iDrive would not have been erased. And the service did not have clue about this.
30 August 2024
Efficient
29 August 2024
All dealt with very efficiently (but due to unexpected faults, a lot more expensive)! Alex in particular was very helpful.
29 August 2024
Only issue was there was not 100% confidence that fault had been rectified. It us a case of wait and see (electrical issue)
28 August 2024
Very satisfied
28 August 2024
Looked after whilst waiting for the service to be completed
26 August 2024
On line booking, Key drop off, quick collection, being kept informed throught the service
26 August 2024
From the receptionist to the service manger everyone was friendly.
26 August 2024
did the job swiftly
26 August 2024
Very good, no problems
26 August 2024
I didn't get the video
25 August 2024
Nothing to criticise. They provided me with a very good replacement courtesy car when the first one was too small for me to get in.
25 August 2024
Service advisor took responsibility for problem caused by ConnrctedDrive
24 August 2024
Quick turn around and very professional
22 August 2024
Appreciate the facilities/processes to drop off the car outside office hour. Even better if same is available to pick up the car outside office hour. Thanks.
22 August 2024
The MoT and service were carried out efficiently. I was told that the car would be cleaned inside and out but for some reason the boot area was completely ignored.
22 August 2024
Fixed the problem when a local Indy couldn't!
22 August 2024
Appreciate the facilities/processes to drop off the car outside office hour. Even better if same is available to pick up the car outside office hour. Thanks.
22 August 2024
See above
21 August 2024
I was really impressed with my service advisor, Ed, who was very attentive to all of my requests and made my service experience very positive. I will definitely recommend my family members to have their car serviced and recommend Ed.
21 August 2024
Extremely professional, friendly and thorough. An absolute pleasure to deal with. Truly appreciate the video overview of works done or needing done and the explanation of service provided
21 August 2024
Again explain exactly what is going to happen, with a smile
21 August 2024
Mariah was freindly yet professional and kept me informed about my service. She explained what had been done and the results of the scan of the vehicle.
20 August 2024
Work done on time. Helpful staff
20 August 2024
The document highlighting advisories and precautions was really helpful.
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