"Second purchase with Vines in Guildford... communication was great."
"Very easy selling my BMW back to Vines with Sunny; he arranged everything at a time to suit myself including collecting the car."
"I can’t praise Vines BMW highly enough - they are truly exceptional!"
"George Warwick at Vines is fantastic; George is welcoming, helpful, efficient, in short very professional and a real pleasure to meet."
"Fantastic hospitality and customer service from Vines."
"Very friendly staff who were helpful throughout - it's been a pleasure to buy from and will buy from again."
"Emma on reception always gives me great customer service and a smile."
Cons:
"Just stay away from Vines, dishonest, unhelpful, they evidently really don't know what they are doing."
"Save your money and time and do NOT visit this useless showroom."
"The before-sales experience was good but after sales service was very poor."
"What was the biggest letdown however was the lack of response to emails and done-selling-not-my-problem attitude by the sales team."
"I cannot stress this enough…DO NOT use this dealership if you can help it."
"I had my first experience with Vines of Guilford, and it has been rather disappointing and shocking."
"Rude doesn't cover it. Megan Thornber was the worst customer experience ever."
Communication and Responsiveness
Pros:
"I recently contacted the parts department to enquire about some parts for my Bmw X3 - the man who dealt with my enquiry was Ryan Glazier he is a true ambassador for your company."
"Video message of service was very helpful."
"The whole team that I dealt with were really helpful and knowledgeable, from the receptionist to the sales manager."
"Really helpful with any queries and obviously happy to pick the phone up and discuss."
"Alex Graham, Parts Manager, helped me track down a spare part that no-one else and an Internet search was able to find."
"Amazing service from Vines of Guildford BMW! Especially from Fareed who went above and beyond at every step."
"Great welcome. Easy to drop car off and also notified of any issues and time for collection."
Cons:
"They had offered to provide an estimate on minor bodywork dents and never did."
"The only fault I had was waiting to get a call back or response on some days to see where things were at."
"Firstly my car came in for a repair to the amp - I waited 5 months for the part."
"I made the booking and when I arrived nothing was ready: the car I wanted to see was gone on a test drive, the sales rep I spoke too didn't knew why I was."
"The repairs took months, but no bother. The part was on back order. First long-distance trip I took, the car got 150 miles then broke down with the same shuddering -- complete loss of power."
"They sold me a car that was already sold."
"I had to consistently follow up and call the dealership for updates, and there was little to no response from them."
Sales and Purchase Experience
Pros:
"I have been buying cars for many decades, Vines was always the best and still is!"
"Yet again a wonderful buying experience from the team at Vines Guildford."
"Just bought a X1 from Vines Guildford despite some of the negative reviews. I must say that the front desk team is absolutely top-notch."
"I visited the site today just to browse and I had the greatest experience with a sales executive called Ifti."
"Walking into Vines and speaking to Eric Wickham was like chalk and cheese in comparison to the experience I’d just had with a competitor garage down the road."
"Enquired about then purchased a managers/ex-demo car advertised on the BMW UK site... Overall a great end to end experience."
"Once I had chosen this car it was a fairly smooth process."
Cons:
"Why is it every time i take my car in they adjust the seat for a dwarf and leave it that way when I am over 6ft."
"Very poor experience. Car was given back unfinished and unsafe."
"The moment I brought the newly bought X1 onto the snowy A3, the windshield washer systems were clearly malfunctioned."
"After viewing two videos of the car and being told it's in fantastic condition we paid the full deposit... Why would you try and sell me paint protection when the paintwork is terrible?"
"This is not the first time I have had a bad experience with this concessionary (the actual sales process for my current deal was nothing short of infuriating)."
"Probably one of the worse showrooms I have ever bought a car from, They quickly take your money and then go ghost and do not bother calling about dropping of the car."
"I bought a “BMW-approved” used car from this dealer and unfortunately it came with scratches and engine starter fault."
Service and Maintenance
Pros:
"Engine starter fault: luckily BMW road service saved me and fixed it without cost."
"The whole process of booking and carrying out the MOT was excellent."
"Excellent customer service and communication from both the Guildford and Gatwick teams."
"Service and MOT done efficiently and inspired confidence."
"Paperwork executed efficiently, and I really felt Eric would fall backwards to assist. After sales also excellent."
"Safety recall required, very easy to book car in."
"The work was done efficiently and quickly as I was running on a time schedule - good communication from service team and given an update on car and also got a complimentary car wash - very satisfied customer."
Cons:
"Sadly I cannot recommend Vines. As a Motability customer I have had some bad experiences of their lack of customer satisfaction."
"A simple spark plug change apparently destroyed the DME engine control unit."
"The repairs took months, but no bother. The part was on back order. First long-distance trip I took, the car got 150 miles then broke down with the same shuddering -- complete loss of power."
"It was my first visit to this showroom... The staff in the service department was very unprofessional not welcoming at all."
"Over a period of nearly ten years I dealt with Vines Service department... The terrible level of service here & the number of mistakes made was phenomenal."
"Classic example of over promising and under delivering."
"Despite visiting them three times, they still didn't have the required part in stock."
Facility and Staff
Pros:
"The staff there all made me feel welcome which started with the spacious comfortable surroundings of the reception area and a cup of coffee!"
"Their Customer Lounge is very comfortable and whilst waiting the reception staff regularly offered me tea, biscuits & cakes!"
"The whole team that I dealt with were really helpful and knowledgeable, from the receptionist to the sales manager."
"They were very fair on my part exchange and put together a great package for my replacement."
"a very excellent service and experience, from the courteous lady on reception who offered me a coffee (in a proper china cup and saucer not a cheap paper cup)."
"My vehicle was sent to Vines of Guilford/Redhill for repair to some body damage... I was provided with a loan vehicle for the duration of the repair and was kept informed of progress throughout by helpful and courteous staff."
"Natalie Wild goes over and above, and could not be more helpful, even when I had a fault with my car."