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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.
410 ratings and 219 comments received in the last 90 days.
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
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.
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
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
great car good handover
14 January 2025
Very well done ! Keep up the good work.
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.
27 December 2024
Rob and Megan were excellent. Everything was very clear and straightforward. Both are excellent ambassadors for the brand
22 December 2024
We were kept informed of when the car was going to be here
21 December 2024
George kept us updated
17 December 2024
Very smooth process
16 December 2024
Always great people on the sales side. I particularly thought Lee Trussler was excellent to deal with and the best person I have dealt with across different garages. He understood instantly what I wanted to do and then came up with a realistic offer.
14 December 2024
Staff polite and helpful at all times
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.
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
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!
29 November 2024
The whole experience was made very easy for us by Sam and the team.
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
Good communication, answerd my queries fully
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.
11 February 2025
Very friendly people.
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!
11 February 2025
Appreciated complimentary appraisal.
11 February 2025
I was kept informed of developments and offered solutions.
10 February 2025
As above
10 February 2025
Quick and easy
10 February 2025
Never fail to satisfy
10 February 2025
Everything went well.
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
09 February 2025
Polite efficient
08 February 2025
Please see above. The same answer applies.
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
Everything was well explained. Looked after very well while I waited.
08 February 2025
Very smooth easy service.
08 February 2025
I was informed all the way and given options where necessary.
08 February 2025
Diagnostics not 100% but gave discount on diagnostic work and problems resolved
08 February 2025
Everything was done as requested and the car came back so clean I hardly knew it!
07 February 2025
Did not listen to us, done what they liked
07 February 2025
Quick, great service, great atmosphere.
07 February 2025
Simple process, friendly manner
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
Welcoming efficient
03 February 2025
Great experience
03 February 2025
All done on time and good communication
03 February 2025
All staff very helpful for any questions I had.
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
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
Would be 5 stars if Vines had a collect and return service
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.
01 February 2025
Excellent service.
31 January 2025
Always good
31 January 2025
Prompt service with great communication
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
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
As above
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
Great service
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
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.
21 January 2025
professional and proactive staff
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 staff and customer service
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
Smooth, quick, professional, technology edge, informative and freindly service, free wash even for a small MoT service
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
19 January 2025
Problem was quickly dealt with
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.
18 January 2025
Car clean and hoover not very well done. Also was not offered a lift home
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
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.
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.,
13 January 2025
The recall was looked at and confirmed ok, while I waited
13 January 2025
Very easy and good service
13 January 2025
competent and courteous
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.
13 January 2025
The issue was dealt efficiently and I received excellent advice from the service agent.
12 January 2025
Lovely and very knowledgeable staff
12 January 2025
The work was thorough and on time. Very good feedback.
12 January 2025
Courteous, efficient, professional
12 January 2025
The recall job was quickly sorted
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
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 .
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
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
a little bit long but it was good that i was able to bring back my car the following week.
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
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.
29 December 2024
I enjoy coming to visit
28 December 2024
Easy to book and clear comms
26 December 2024
Receiver my car back clean and tidy with all work done and explained.
25 December 2024
Efficient
24 December 2024
Very good
23 December 2024
Mariah Morris was excellent and really cared to make my experience as easy as possible. Despite being told a week earlier that I couldn't have the recall and service notification done at the same time, the team made it happen on the day. Thank you!
22 December 2024
Because of my experience with BMW service experience.
22 December 2024
Very efficient service
22 December 2024
Outstanding service from the entire team !
21 December 2024
I felt the cost for replacing fluid that was a result of a recall was excessive at £300.00.
19 December 2024
All good
19 December 2024
Very satisfying
19 December 2024
The quality of the service was good, the price not so much.
18 December 2024
Extremely professional, friendly and helpful. The whole process from start to end is efficient and easy. The added bonus of the service video is very useful. The staff are so friendly and it gives a very professional impression but relaxed.
17 December 2024
Poor communication. Poor technical diagnostics. No interest in identifying customer's concerns.
17 December 2024
Really helpful and considerate staff, they dealt with me quickly, payment went smoothly and price of the work was as quoted. Car was cleaned really well too.
17 December 2024
good service
17 December 2024
The experience has left me not wanting to use Vines BMW again and actually the unhelpful nature of the team is such a stark contrast to another main dealer (different make) that we use.
16 December 2024
Everything done as expected. Car also washed
16 December 2024
I had my air suspension
16 December 2024
Quick efficient yet thorough
16 December 2024
good comms, quality service
16 December 2024
Was able to pick my car up quickly, very thorough wash and vac
16 December 2024
Excellent service from start to finish. My car still needed a couple of things done and the staff reminded me that as the car was still Under warranty I could get it done at no extra cost!!
15 December 2024
The staff were friendly and polite and the recall work was done in a timely manner.
14 December 2024
Interior cleaning not of the best this time.
14 December 2024
Always give good customer service
13 December 2024
As above
13 December 2024
No issues. Work completed in good time. Helpful staff.
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.
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
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
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
You recallled my car so not much to go on and nothing was done Air bag prob ok .
10 December 2024
No, I asked that the tyre pressure was checked, it was not and and warning light remained on
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
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
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.
05 December 2024
Great service all round.
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
Excellent customer , kept me informed throughout the service
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
Good communications. Speedy service - completed ahead of time. Work carried out as per quote.
03 December 2024
Reassuringly expensive.
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
They carried out the work in the time allotted woth no problems
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.
01 December 2024
The winter check was carried out in a efficient and timely manner.
01 December 2024
The problem I brought the car in to be repaired for hasn't been fixed.
01 December 2024
Professional and finished on time
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
Friendly and efficient service.
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
Much improved compared to my visit in July 2024. Customers facing personnel is much friendlier now.
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
All good
25 November 2024
Really satisfied
25 November 2024
Very satisfied apart from oil leak.
25 November 2024
Speedy and helpful
25 November 2024
Very detailed report
24 November 2024
A pleasing professional experience
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
No surprises
24 November 2024
No hire car available
22 November 2024
service was detailed and informative as always
12 February 2025
Perfect service