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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.
434 ratings and 237 comments received in the last 90 days.
20 March 2025
Extremely pleased I couldn't have asked for more from Sasha .
19 March 2025
Very straightforward process and was a known person to the staff as have purchased cars there before.
18 March 2025
Car on time . I was kept informed regularly and purchase process simple and pleasurable
17 March 2025
Very easy process to buy the car and the car that you had in stock was exactly what I was looking for
15 March 2025
Sam was fantastic and very tolerant of multiple questions to help us to make our decision. He was very responsive and helped to guide us through the process
14 March 2025
The car was originally quoted at end Dec, and arrived mid March We had to chase for updates. There was some confusion over the finance documents and dates and t&C's meaning we had to sign them twice
11 March 2025
from when I ordered the car there was a reduction in my trade in value but every effort was made to make sure we could continue with my purchase
11 March 2025
Fareed, the salesperson was very helpful and eager to please in any way.
09 March 2025
Very helpful team
07 March 2025
Great experience - Eric was knowledgeable, supportive and friendly and 100% guided us to make the right decision on our new car
07 March 2025
The salesman we dealt with (Rob Spencer) was very well informed and did not conform with some of our past car salesman experiences. We felt no pressure, he was a delight to deal with, highly professional and knowledgeable. And fair.
05 March 2025
Could not have offered more
05 March 2025
Very good support
02 March 2025
Friendly environment knowledgeable staff no pressure sales
02 March 2025
The team went out of their way to help us assign our private plate to the car. Eric also stayed late to meet us in relation to another vehicle
01 March 2025
Very responsive and friendly.
25 February 2025
Lee Trussler has been excellent. Kept me updated during the waiting period, helped me with getting to know the new car on delivery. Good service.
20 February 2025
Best dealership going,I live closer to another dealership but Vines will always be my go to
18 February 2025
Todd was fantastic from the start of the process to the handover of the iX3. He is professional, knowledgeable and approachable. He is attentive to the buyer's needs without being pushy. Oscar was also excellent at the handover. Incredibly helpful!
18 February 2025
From reception to sales to post sales impressed with how we treated.
12 February 2025
Perfect service
11 February 2025
I chose a car from the showroom and it was prepared very quickly and was ready to collect much sooner than I had expected. Thanks to Farheed who sold the car to me and did all the necessary paperwork.
04 February 2025
All aspects taken care of
04 February 2025
From initial contact to delivery Musa Kamara @ Vines was excellent. The communications and updates were timely and provided the information required to complete the sale.
04 February 2025
Rob was really easy to work with, great communication & kept me updated from order, through to build, as well as an offer to take the car a bit earlier than planned. I received what I hoped from my PX, and the extra goodies were a nice touch
04 February 2025
Again, Sam was great along with the other staff that we spoke too We were offered tea and coffee more than once which made us feel very comfortable and relaxed throughout.
01 February 2025
Rob Spencer at Vines Guildford was very efficient in processing our order and communicated well throughout. The handover process was very smooth.
22 January 2025
It was very friendly and professional.
21 January 2025
The car was new and took a while longer than expected but Sam kept us informed even when he was on holiday as to when it would be delivered.
17 January 2025
Cannot fault any aspect of the way in which my car order was handled
14 January 2025
Very well done ! Keep up the good work.
14 January 2025
great car good handover
13 January 2025
Overall the purchasing and collection experience were very positive. No high pressure sales. There were two small niggles: I paid for 40 litres of fuel but received 14 and on handover the battery was not fully charged, having just 6 miles range.
06 January 2025
It would have been nice to receive a gift, seeing as I spent an enormous amount of money. This is the first car I have ever bought without receiving some kind of surprise gift.
04 January 2025
Very easy to select and buy the car. Clear advice and a good deal.
22 March 2025
All my expectations were met.
22 March 2025
Great staff- friendly and attentive.
21 March 2025
Courteous staff
21 March 2025
The same reason, your staff are excellent and the actual service is great.
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
Easy and no fuss
20 March 2025
As above
19 March 2025
See above. Vines Guildford staff were of high quality and were helpful in all aspects of our enquiries.
18 March 2025
Smooth transaction and the cars was clean and ready for when I needed it.
18 March 2025
Prompt courteous service
18 March 2025
Great service
18 March 2025
What was needed was delivered and in good time.
17 March 2025
Everything went smoothly
17 March 2025
Smooth and fast
17 March 2025
Pleasurable
16 March 2025
Great customer service
16 March 2025
The check in /out was efficient and friendly. All work was done as requested and on time. The valeting of the car after the service was done very well.
16 March 2025
Very happy in and out quickly the team are bang on
15 March 2025
Staff were friendly and working spaces are fantastic. The only area of improvement would be communication between the workshop and the service advisor as my car was ready 1 hour before an advisor approached me.
15 March 2025
Absolutely brilliant. Couldn't fault my experience at all.
15 March 2025
Work carried out satisfactorily
15 March 2025
A full explanation of any work done and why, is given with clarity and professionalism.
15 March 2025
No issues. Friendly service.
15 March 2025
Vines were very friendly and helpful
14 March 2025
I had a few issues with the car to discuss and received friendly and helpful assistance from service advisor Ed Lamb.
12 March 2025
Good
12 March 2025
We completely satisfied on every front. When collecting the car all questions concerning the vehicle were answered. In addition we were presented with a bag of BMW merchandise and the car had been cleaned well inside and out.
12 March 2025
Repair resolved, and the extra dashboard of checks really useful.....and great valetting.
12 March 2025
Great service from booking the appt. to the meet and greet. Face to face update from Maria & the Technician. It's clear the process has been reviewed, improved, and honed, it's much better than it used to be
12 March 2025
All went well treated good
11 March 2025
Excellent and prompt service and communication. Michael and Blake very helpful
11 March 2025
Able to drop off the car the night before service. Service was complete in very good time. Dealer listened and observed my request to not clean the car.
11 March 2025
Efficient, if somewhat expensive, repair carried out quickly and efficiently. Work required was explained well.
11 March 2025
Perfect
10 March 2025
Very satisfied - no problems.
10 March 2025
Made to feel very welcomed and accommodating to individual needs.
10 March 2025
Extremely satisfied. Easy to discuss drop off and collection times which suited me.
09 March 2025
Staff were very competent and helpful.
09 March 2025
Helpful and excellent communication
09 March 2025
The quality of service from start to finish is exceptional.
09 March 2025
All good
08 March 2025
Very satisfied
08 March 2025
Michael was extremely helpful and made the experience smooth and easy
08 March 2025
Our service advisor Ed Lamb was excellent.
06 March 2025
Great experience and great customer service, very friendly and efficient
06 March 2025
Kept updated via phone and BMW app I was kept informed all the way through the service
05 March 2025
????
05 March 2025
Service was extremely professional.
04 March 2025
No fault on service, staff or efficiency.
04 March 2025
All good
04 March 2025
Great service
03 March 2025
Good quick service
03 March 2025
The car was serviced and ready for collection by early afternoon which suited us perfectly.
02 March 2025
Informative and on schedule
02 March 2025
Very. The service is great and the ladies at the desk so friendly. Expensive but good quality service
02 March 2025
As above
01 March 2025
Very impressive
01 March 2025
See above
28 February 2025
No issues. No waiting.
27 February 2025
Very good service and great communication.
27 February 2025
Been going to Vines Guildford for 30 years now and usually happy with the service. Extremely helpful on this occasion. Rating would have been 5* had there not been some dirt/oil residue on the silverstone leather drivers seat.
26 February 2025
BMW had my car all day & only got called after 4pm to be told to fix the issue (lubricate & let it set) the car is needed over night - but it was now too late as the service team finish at 4pm. So need to book the car in again to have the work done.
26 February 2025
Work carried out perfectly.
26 February 2025
As above
25 February 2025
Quick great comms and always a pleasure
25 February 2025
Really liked that I went for just a recall and amazing that they did a healthy check and recommended different things. I really like my z4 and will most likely keep for a while so was good to get some suggestions to keep it running.
25 February 2025
Took over a month and a half to complete a service recall after the initial body repair and didn't provide regular updates. I had to chase via phone repeatedly for over three weeks.
24 February 2025
It's expensive but it is good.
24 February 2025
Very friendly staff.
24 February 2025
Very efficient service
24 February 2025
Friendly and well informed staff
24 February 2025
See above
24 February 2025
Service was smooth , courtesy car was fine and outcome was as expected.
24 February 2025
No attention to detail very difficult to book the work to be done and once there only part of it is done.
23 February 2025
Very happy with the service
23 February 2025
Nice
23 February 2025
Always great customer service
23 February 2025
Good communication throughout. Engaging staff
23 February 2025
See above
22 February 2025
This was the first time I had used Vines for my car. My experience with the staff was limited but they were welcoming and efficient - I chose Vines for the car because of my long-standing engagement with the Motorrad team who are great!
22 February 2025
The service was good, the facilities were good. The only issue i had was the team cleaning the car seemed to have used a dirty cloth to wipe the interior so much so that the white leather seat had dirt stains.
22 February 2025
All done while I waited in comfort with a nice coffee. Staff all very helpful and courteous.
21 February 2025
Wasn't convinced the radio issue I asked them to look into was taken seriously
19 February 2025
Although permission was granted to renew all 4 brakes they only renewed the front ones as the rear brakes were still within spec thereby saving me from extra expense.
18 February 2025
Clear upfront costs , no pressure, easy drop off and pick up
18 February 2025
Great dealer. Super professional team
18 February 2025
Everything was extremely smooth and efficient.
18 February 2025
See above.
17 February 2025
From booking in the service to face to face contact with the technician and follow-up calls by the service staff, very efficient.
11 February 2025
Very friendly people.
11 February 2025
Appreciated complimentary appraisal.
11 February 2025
I was kept informed of developments and offered solutions.
11 February 2025
Helpful people but took a bit longer than estimated. Appreciated the valeting.
11 February 2025
As above. Ed provided huge reassurance that they would resolve my car's issues which they did!
10 February 2025
As above
10 February 2025
The team at Vines were excellent but this is the second time the high voltage and auxiliary heater have failed in 12 months which is of course of concern
10 February 2025
Everything went well.
10 February 2025
Never fail to satisfy
10 February 2025
Quick and easy
09 February 2025
Polite efficient
08 February 2025
Everything was done as requested and the car came back so clean I hardly knew it!
08 February 2025
Diagnostics not 100% but gave discount on diagnostic work and problems resolved
08 February 2025
I was informed all the way and given options where necessary.
08 February 2025
Very smooth easy service.
08 February 2025
Everything was well explained. Looked after very well while I waited.
08 February 2025
As I said above great attention to service. I waited in the customer area whilst my car was attended to. Very comfortable waiting area, refreshments available and I was able to get on with my own work.
08 February 2025
Please see above. The same answer applies.
07 February 2025
Simple process, friendly manner
07 February 2025
Did not listen to us, done what they liked
07 February 2025
Quick, great service, great atmosphere.
05 February 2025
very good service from start to finish
04 February 2025
I dropped my car in at 8 having said on booking I'd come in straight away as needed my car later in the day. The booking in was chaotic to say the least and there was no value given to me as a customer. At 1.45 I'd still not heard anything so rang.
03 February 2025
All done on time and good communication
03 February 2025
All staff very helpful for any questions I had.
03 February 2025
Welcoming efficient
03 February 2025
Great experience
02 February 2025
I would have given 5stars if I had been contacted regarding my request that your CCTV be checked to see if anyone had hit the back bumper of my car. I was told it would be checked but I never heard anything back.
01 February 2025
Would be 5 stars if Vines had a collect and return service
01 February 2025
Excellent service.
01 February 2025
Excellent overall service. The only issue was booking the car in. The chap on the phone (Shayel) could perhaps benefit from some training as he didn't seem to understand what was a simple job.
01 February 2025
Was keep standing waiting for a couple of minutes at the service area with the staff talking to each other but nobody asked if they could help me. After that everything went well and the staff were helpful.
01 February 2025
From start to finish it was an enjoyable experience. I would also like to give a special mention to Chris Andrews who looked after me especially well and to Edd who was highly courteous.
31 January 2025
Provided regular updates on progress and the actual times were within projected. First class service was provided by the whole bmw team
31 January 2025
Prompt service with great communication
31 January 2025
Always good
30 January 2025
Booking and handing and collecting the car was seamless and you are always uptodate. However, dealing with enterprise was not so great e.g arriving late, nearly empty fuel tank and expecting me to top up before return.
30 January 2025
Top notch service
29 January 2025
All good
28 January 2025
Care was taken care of nicely. Alex at Service was very professional and polite, as always
28 January 2025
Great service
28 January 2025
in addition to the above, i booked the service on line and then was contacted multiple times by your team giving me different options for the service and then was hassled by email on someone trying to sell me a new car
28 January 2025
As per my previous answer, some parts of my experience were great, but unfortunately, it was let down by other areas.
28 January 2025
Vines staff are very professional, helpful and friendly.
28 January 2025
As above
27 January 2025
Matt was excellent.
27 January 2025
Great service, really friendly staff
26 January 2025
Very efficient service
26 January 2025
More updates while car is in the garage would mean 5 ?
26 January 2025
Service advisors need to be fired. Shockingly bad attitude and service. Not for the first time I've had a really poor experience. Never coming back!
26 January 2025
It was seamless
25 January 2025
Service from the staff was excellent
25 January 2025
Alex and all the reception staff very friendly - and especially welcoming to my very large and gentle German Shepherd Dog
24 January 2025
Great customer service from the lady on the service team.
24 January 2025
The service department (Mariah & Jim) kept me fully informed through the repair process. They were friendly and courteous, top marks.
23 January 2025
You didn't solve the problem
23 January 2025
Swift and friendly service
22 January 2025
It was on time, efficient and thorough
22 January 2025
Job done.
21 January 2025
Just an MOT, but thanks to previous servicing , my car sailed through.
21 January 2025
professional and proactive staff
21 January 2025
Professional
21 January 2025
All questions answered, MOT time was efficient quick, Not long waited for break brushes to be changed, wheels alignment and car wash. Happy with All communications in any action.
20 January 2025
Would have been higher but you kept contacting me through lots of forms of comms that become annoying
20 January 2025
Charming staff, offered a coffee and made to feel welcome. The car was ready in the time that was promised and the video of your car is very interesting.
20 January 2025
Went in for a waiting appointment at 11 am to replace brake discs. They were not in stock but would be delivered 2.00 pm estimated completion 3.00 pm but job not completed until after 4 pm.
20 January 2025
Great from the first conversation, in regards to the problems I felt my car was having, to achieving the end result of the Ultimate Driving Machine, once again being Ultimate!!
20 January 2025
Great staff and customer service
20 January 2025
Smooth, quick, professional, technology edge, informative and freindly service, free wash even for a small MoT service
19 January 2025
Problem was quickly dealt with
19 January 2025
Great staff, work completed on time and an alltogether great experience
19 January 2025
Very satisfied
19 January 2025
I feel at home she. I am at MNW, everybody is helpful
19 January 2025
All staff helpful and good service
18 January 2025
Car clean and hoover not very well done. Also was not offered a lift home
18 January 2025
It took a long time to process a credit note I'd had directly from BMW.
18 January 2025
A door window motor failed. The alignment was only right on the 3rd attempt. Poor attention to detail and poor quality control. I now see that the door panel wasn't re-fitted properly, so I will have to bring it back yet again.
17 January 2025
The Vines sales team were as helpful as possible, but were restricted by BMW's bureaucratic administration problems preventing the release of the replacement car.
16 January 2025
Mariah was great. But car was not clean from the wash.
15 January 2025
My car was booked in for the EGR recall - the dealer also knew that another recall was outstanding. I dropped the car off only to get a call a few hours later saying they didn't have the required parts to do the recall - why the hell not?
14 January 2025
All good on the day - did have an issue with follow up and took 3 calls for someone to call me back re message on my car system. All sorted now
14 January 2025
Fault which ive had for over a year still hasnt been resolved.,
14 January 2025
Everything agreed was completed and to my satisfaction.
14 January 2025
Only did what was needed
14 January 2025
Because i was completely satisfied. So i thought i would press the completely satisfied star.
13 January 2025
The issue was dealt efficiently and I received excellent advice from the service agent.
13 January 2025
The recall was looked at and confirmed ok, while I waited
13 January 2025
competent and courteous
13 January 2025
Very easy and good service
13 January 2025
Recent experience has been mixed. For my Alpina B5 service I never received a healthcheck video. The work was mis-priced. And the while I wait service took too long. Some of the "personal touch" has been lost.
12 January 2025
The people at Vines were prompt when I entered the garage to deal with me. They were polite and easy to talk to. I did not get a feeling that they were higher class/ snobbery which I have had in other garages. They got everything sorted on the day .
12 January 2025
They quickly located the source of the issue, told me exactly what the cause was and what the cost would be to correct it. And they did of course.
12 January 2025
Courteous, efficient, professional
12 January 2025
Lovely and very knowledgeable staff
12 January 2025
The recall job was quickly sorted
12 January 2025
The work was thorough and on time. Very good feedback.
10 January 2025
Some staff very unhelpful over the phone and were lacking problem solving skills. Better communication needed to keep customers in the loop about what's going on
09 January 2025
See previous response.
09 January 2025
a little bit long but it was good that i was able to bring back my car the following week.
09 January 2025
Would have been 5 stars but i had to call in to get an update, would have been nice to have been called proactively....and i know my car was "ready" as as soon as i'd called, i received the service video etc.
09 January 2025
All good
08 January 2025
Everyone treated me as a valued customer, even tho' I was only having an air bag replacement.
07 January 2025
The staff could not offer any assistance within a reasonable time to rectify the problem which was their fault. I had to get the car fixed elsewhere :(l
06 January 2025
Easy and comfortable visit.
05 January 2025
Very easy, I wasn't kept waiting long, car was given a courtesy wash.
30 December 2024
Job done and problem solved.
30 December 2024
All good. Wasn't even charged for the courtesy car this time.
29 December 2024
MOT was booked in for 11am while you wait. I did not leave the garage until 14.15pm. I was told that they only had 2 MOT bays but this should have been organised to allow time for any pre booked MOTs
29 December 2024
I enjoy coming to visit
29 December 2024
Just below full marks due to availability to carry out diagnostics on fault. (2+ weeks but full heating system broken.)
29 December 2024
Efficient and polite.
20 March 2025
Always a pleasure working with Eric Wickham