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Ivan Bell

Head of Retail Sales

Clive Vaughan

BMW Retail Manager

Matthew Ward

BMW Retail Manager

Laurence Jones

BMW Used Car Sales Manager

Charles Squirrell

Used Car Buyer

Bob Morris

Parts Manager

David Skinner

Aftersales Manager

James Connelly

Sales Executive

Mathu Sriskandarasa

BMW Car Wow Executive

Daniel Tilbury

Sales Executive

Stephen Williams

Sales Executive

Alan Marsh

Sales Executive

Todd Loan

Sales Executive

John Carey

Sales Executive

Luke Morley

CarWow Specialist

Sophie Sardar

Sales Executive

David De Moura

Used Car Sales Support

Duncan Rose

Service Advisor

Matthew Robinson

BMW Sales Executive

Katie Parker

Centre Host

CUSTOMER REVIEWS.

Our 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.

I wanted both rear lights replaced as I feel the snag will come back this winter. Looking at Bimmer post other people have had this snag and have had their rear LED light units replaced.

Service

Service is always very professional

Service

Service, pickup and drop off okay but voucher previously received from BMW for

Service

The surroundings and refreshments are good. However I waited nearly four hours for an MOT/brake fluid change which is too long for Fast Lane. Also had to chase progress and wasn't taken through the results of the MOT despite a nail found in the tyre

Service

There were lots of complications regarding the purchase of my vehicle

Service

Good service and helpful staff.

Service

The person I dealt with was functional. He was uninterested in assisting and wanted to point score. I left feeling that I would not want to deal with a person like this ever again.

Service

Car was ready for collection three hours later than I was told.

Service

Job done

Service

The rattle which the car had been in for a few times is still present. On a previous visit the courtesy car only had 8 miles worth of petrol in. I don't expect the dealer or BMW to pay for fuel but that is very poor.

Service

As above

Service

See response to question 1 above

Service

Todd Loan. Just the best person to deal with. Nothing is ever to much trouble. Excellent!

Service

Speedy appointment and good facilities

Service

Desk staff helpful and friendly, staff member (Nick) known to me (now not "front of house") made point of finding me in showroom to say hello

Service

I was a little disappointed to be charged for the tire valve breaking off my wheel, I feel a little offended that they accused me of damaging my wheels ( which clearly are not) so instead of getting warranty work on a new car I was billed.

Service

No issues with the works done but poor customer service. Car was kept in for 3 full days for standard service and light change. No communication received throughout. The manager has now offered a full valet but I'd rather not return.

Service

See above

Service

Everything done satisfactorily and on time

Service

Got to love main stealer prices, other than that everything ok

Service

In a attempt to provide a personal service it causing a lot of waiting and unnecessary hanging around that takes from the experience rather than adding to it. Keep it simple!

Service

Both Jazz and Stephen Williams were excellent in making sure I was looked after throughout the process.

Service

The guys at Vines Gatwick were very polite, professional and courteous, probably the best customer service I've received anywhere.

Service

Service requirements dealt with within warranty period and to time. Spotted two tyres where approaching replacement. Duly replaced and car fully valeted on return. Loan car provided during two days of road.

Service

Everything done on time as planned. Would have been 5 stars if the check out process had been fully staffed. To be fair I picked up at a busy time but you should be predicting those and staffing up accordingly.

Service

Excellent .......

Service

The same day that I left my car to be fixed the person who helped me, told me that they would call me on the same day before 6pm to collect the car, but that never happened, I didn't get a call on that day or the day after that .

Service

Very good service

Service

I think the pricing of your services are too high.

Service

I recently took my car in for a fluid top up and valet, it took 25-30 minutes to find my car. A guy on the walkie talkie said 'He couldn't find it' eventually my car was found covered in birds mess and pollen.

Service

No problems were identified during the service and the car is still running very well.

Service

I felt they ripped me off. They could see we needed to get home and charged 50% more for a tyre than their competitors.

Service

As above

Service

Sometimes the staff are friendly but sometimes they are grumpy .

Service

Poor communication

Service

I was not fully informed of the service offered or how it related to my agreement and the timing of that. Extremely poor and not worthy of the 1 star.

Service

Everything was done as expected

Service

Very very happy

Service

Unhelpful and profit driven service personnel. Not really interested in customer service. All about the price and nothing else.

Service

Perfect apart from no car wash which is usually provided. I think it was a very busy day.

Service

the task..replacing the tyres was done ok,but the pricing was ridiculous.i complained and the service manager admitted something had gone badly wrong and is going to refund me the labour cost plus vat.

Service

faultless.did exactly what was asked, kept me informed and explained what had been completed.

Service

Excellent care and attention from my Sales Executive.

Service

They collect and deliver my car and the cost of the service is reasonable. They also communicate extremely well

Service

It may take time and sometimes calls don't get responded to as quickly as I would like; they always get the job done and it does seem to be very busy.

Service

I have purchased a number of new BMWs from Vines over the years as they have made me feel a valued customer. As such, they are my first choice when it comes to service and purchase of a new car. Please also see my comments above.

Service

As for my earlier reply

Service

A very long wait while I was told the invoice was being printed. Noone was looking after. Me.

Service

Poor customer service, opaque prices, unhelpful staff, queries not responded to a the constant feeling that all they want to do is take your money rather than support your experience as a customer.

Service

The garage is full of dozens of people walking around, and yet there are only 3 service advisors. The previous time I took the car there for a 1 hour appointment, it took 2.5 hours instead. Clearly all that matters here are new car sales.

Service

Car returned with a piece of seat adjuster left on floor - not attempt to refit it. Tyre pressures set at 1.8bar Front and 2.2bar Rear instead of 2.7 and 2.9 bar. Tyre Pressure RDC warning on. Go and check on the issues with previous BMW YH10OFP

Service

Took a long time to get answers to warranty questions with some still unanswered. Told several times that an issue would be looked at while the car was on the ramp but have had to book car in for another appointment.

Service

Booking in process took ages when dropping the car off

Service

The problem I had was fixed but I asked for the car to not be washed and it was washed and now the paint is damaged and covered in scratches all over which will need to be professionally rectified.

Service

Fixed price service and timely.

Service

So far , everything has been done very well , with courteous ,helpful staff about the place making every effort on my behalf, and therefore BMWs.

Service

From the moment we advised a problem with the car, BMW arranged for technician to come to our house. This was arranged swiftly. Technician was polite and informative. Courtesy car arranged and delivered quickly. Repair made very quickly also.

Service

I faced several issues with your service. See my detailed answer to previous question.

Service

Issue was investigated as requested plus my car received an inspection and was cleaned too. All staff were friendly courteous and reassuring that the fault would be resolved.

Service

Booking incorrect -was for a fault not a service. Fault was recorded on key but was not present on day of booking. Was told that I would have to pay for the analysis, which would most likely be inconclusive. Car is 17 months old! An upgrade was done

Service

The service is great especially at Vines Gatwick. They make you feel welcome and are always helpful

Service

Effective and have confidence in thie MOT being carried out robustly.

Service

Picking my car up at the end of the day took a long time. I was early to collect the car and it took over 20 minutes for my keys to be handed to me.

Service

kept me updated on progress of work on my car

Service

Had to re-book MOT as was told to book "MOT Appointment" for a while-you-wait slot. Turned out to be incorrect information and could not wait around for 6 hours for MOT to be done, no courtesy car available.

Service

The job was really well done.

Service

Refer to dealer principal for details

Service

On arrival helpful guy showing where to park Not too long a wait to book car in On collection brief explanation of bill See answer to question 3 for more explanation of score

Service

Very polite

Service

The whole experience from my first phone call to Vines BMW, to collecting my vehicle was very poor!

Service

Nothing wrong but the price for a simple brake fluid change is very high

Service

Good initial response. Easy to deal with and agree purchase. A few issues on delivery and follow up.

Sales

Absolutely satisfied. Special mention to Luke Morley who was very good throughout the process and handover.

Sales

As stated before the customer service lacked after the sale was difficult to find out what was going on with delivery etc

Sales

John Carey at Vines of Gatwick had been very informative for months keeping me updated with the development of the new Z4 as my finance contract expires in June 2019 . He was superb in setting up & sourcing me with my new car( M2 Competition).

Sales

James Connelly at Vines Gatwick was first class in pre delivery info keeping me appraised of progress. At handover professional in dealing with info on the car and made everything a pleasure

Sales

i would have liked couple of additional items on the purchase

Sales

experience was very friendly and the deal to acquire a new 3 series took less than an hour - given this is the thrid car we've purchased our expectations were very high and Vines Gatwick BMW did not fail us

Sales

Generally the sales process was good.

Sales

Very speedy, kept informed and an excellent handover.

Sales

Great product (M5 Competition) great BMW team, exemplary. Ever detail looked after perfectly.

Sales

dealer never returned my calls or kept me in the loop

Sales

Great car. Great customer service. Bought several cars. Like BMW's.

Sales

The end to end process from Test Drive to purchase was spot on

Sales

Very satisfied

Sales

fuss free, John Carey and Matthew Ward were easy to deal with and didn't make me feel like I was being given the "hard sell", which I appreciated. John also made a fuss of my 12 year old son who was more excited about the purchase than me! Thanks