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Used Car Sales Manager
Used Car Sales Support
A courtesy car was not available and apparently had to be booked in advance which was not possible since the defect required immediate attention and repair. Otherwise the service was fine.
In my experience over 3.5 years the staff always say the car will be ready, quicker than it actually is.
Everything was done promptly, Duncan Rose looked after me and as always he is superb.
no frills just did the job
Excellent service as always by Duncan Rose & the team.
Same as above
As above plus I asked for the media player to be checked and it wasn't
when I arrived to drop off the vehicle I was kept waiting standing at the service desks. 3 unmanned, 2 were busy, eventually a member of staff who was standing chatting behind the desk to a colleague served me when a colleague pointed me out
The service was scheduled for 1.5hrs. It finally was available after my chasing up 2.5hrs later. I was not informed of any delay or given any reason why the delay occurred. The car was very hurriedly cleaned and not chamosied. A very poor performance
A window would not close and, having checked the internet, I saw that a replacement regulator could be purchased for around £45, so with labour, I expected to pay around £150. Cost in the end was £341, with the regulator costing £134, so not happy!
Because I was happy with the result.
The only members of your staff who treated me like a customer were the two receptionists. What a pleasure. The rest no thank you. I will take my business elsewhere.
Very friendly staffs and the price for the service is good.
Friendly helpful staffThis is second BMW I have bought from Alan who is always professional and remembers what I expect from a car
Vines Gatwick consistently provide me with up to date information and staff attentiveness is second to none. Product knowledge and expertise is an important aspect of a premium brand and this has been fulfilled. Clean , light and spacious centre.
The service was conducted well, I was informed that the warranty procedure might extend beyond the one day I communicated that this was ok with me and yet they still rang me to seek confirmation later in the day.
Would like more feedback on any work carried out in a service or inspection. rather poor at present.
Booked the car in 1 month before and also booked a loan car to cover the service period. On arrival we were advised the loan car was only available the next day. After a 30 minute wait this was however sorted out.No contact with any technical staff
They go over and above what is expected.
I booked the service some weeks in advance to ensure I got a courtesy car, but when I arrived they did not have my booking, or any knowledge of it. This meant I had to return home on the train, then get dropped of. They did fit the service in though.
I dropped it off at 9am and chased for an update at 16:30 and they were still finishing the service and hadn't even looked at the fault. Customers personal data left on the desks.
Overall I am very satisfied with the quality of work done. A criticism is that the update when the car is in for a service can be a little slow. e.g if the car was due to be ready for 16.30 and I haven't received a call by 16.00. That's too late.
Another stupid question
As above not great service had to chase up how long my car was going to be as had plans no one asked when I needed the car back for considering it was in from 815 am collecting it at 540pm was quite late like the last service I rang 6 times.
Service engineer met me after the service and explained what had been done, explained areas that advised attention I.e. Tyre wear.
My car was fixed and serviced within a day
I arrived as the car had broken down, sorted everything including hore car arrangements
There where issues. I was misquoted the cost for the work (under quoted apparently) meaning I felt i was overcharged. I was refunded but then told I needed more work doing,so felt a bit cheated. There where a couple of other issues..
The car still tends to have a "lumpy" take up at times.
See previous answer
Car collected and delivered when you said.
The customer service is always outstanding,
Not possible to find any fault with the work undertaken and the communication from the staff which, as always, could not be faulted.
half a mark deducted for the complementary wash - car was left to dry in the sun so ended up covered in water marks - was cleaner when i brought it in !!
We had a standard 1st service run into 2 days as ' there was a work over run ' and ' could we come back tomorrow ? '
repair was fautless and to time
Very good service, but a shortage of courtesy cars
Excellent customer service always from Duncan
As above, I got exactly what I expected.
Inside not vacuumed or the pollen filter was done after vacuuming - loads of crud on floor
Due to above
Same as above
The team are friendly and professional, and the work on my car was carried out as required
Work is always carried out to high standards, vehicle is always returned cleaned which is a nice bonus.
I booked a waiting service well in advance and then had to argue very hard the day before when I was told it wasn't a waiting service after all. I was even threatened with the recorded calls comment. Very unimpressed.
Very satisfied, work carried out to high standard.
The work undertaken seems fine however, when I booked the car in I opted for it to be done whilst I wait and was told it would take 1.5 hours. On checking the car in on the day I was told it would be about 2 hours. In the end it took 3 hours.
1 star too much. Need to get mechanics not fitters!!!
Ease of booking my car in for service and MOT and was kept informed throughout.
The service I received, as usual, was great. I needed a lot of work done and they managed to get it all done on the day and even squeezed in enough time to clean the car (which was a tip due to the kids)!
Arrogant service assistant
I had to make a 'phone call to find out why the display on my dash says 'next service 4900 miles'
everything done well and better price than expected
Friendly, helpful, smart premises and good coffee.
The service department were most helpful, it was arranged for the car to be collected for the service and returned on the same day at a later time.This was all done as promised as we needed the car the next day for an important hospital visit Thanks
Helpful and friendly staff
I made a parts enquiry and asked for a print out of the part number for future reference to save time when I was ready to order and was told I could not have the part number due to "BMW policy" What nonsense. No other manufacture has ever refused.
The advisor didn't know what he was doing, was dismissive, incompetent and inefficient. He did not follow BMW policy when dealing with customers and sent this survey to my husband, even though he had my email address.
Would be a 5 but had to wait about 30 mins whilst vehicle was checked. Score being handed back
always consistently good at Vines,Crawley. Professional, courteous and friendly.
People would expect that BMW servicing cost could spiral.This has never been the case and where something requires the attention of an engineer, there are no hidden costs added
Carried out work that was required.
Excellent customer service and always deliver on time
From Duncan on the service desk to the warranty manager all kept me informed and everything was done quicker than quoted to the highest standards I expect from BMW.
It was difficult to get in touch with a person who knew when the car was ready for pick up. More staff should be able to responsed to this type of question.
Car was repaired, pick up was hassle free. It would nice if the car washed properly though, I noticed swirl marks on the paint following collection.
As above, always impressed with any contact with the garage.
Although I was provided with a measurement for my brake pads, the measurement didn't tell me how long I had left with the brake pads and there was no advice on when they should be replaced.
It all went very smoothly, even though the car wasn't finished on the day.
Fairly happy even though service and mot took all day rather than it would be completed by 1pm as my car was there from 8.30am
Booking straightforward, car was collected and returned in stated time range. Negatives were that car was returned with tyre pressures needing to be checked and reset and all radio settings etc had been lost (no mention of radio loss etc at drop off)
Good deal on old car,quick calculations at all times so you know exactly what you are paying for..advice ..kind and gentle...non patronising.Always a warm welcome from the moment you step in.
Mr Connellys customer expertise went above and beyond my expectations. It was a pleasure working with him throughout.
The salesman has been waiting over ten years for me to finally give up on my e39 M5 and he didnt let me down when I did.
Service was excellent. I was kept informed about my purchase at all stages of the process and the sales staff made it easy for me to organise and co-ordinate my purchase.
No wine or flowers on delivery like previous occasions
The original quote was wrong, the salesman forgot to add on the delivery plus costs which added up to a fair amount so when we were ready to sign the deal it ended up about £1400 more than we had originally understood. Not good.
Patient helpful service, without pressure. Todd was knowledgeable about the products on but not afraid to check on details that he wasn't sure of. Previously I've found car salesmen to be overly arrogant and not prepared to admit that they don't know
Everything is always done to make the occasion a pleasant and informative handover.
Smart dealership polite helpful and content with my deal made to feel special
Excellent service and nothing was too much trouble
Vines of Gatwick provided excellent guidance throughout the decision - making process, through to order, delivery / handover experience. Especial thanks to Luke Morley, Lauren Evans & Graham Pope are due. Also thanks to Matt Robinson ( as `Genius` )
See 1 above.
Order handled well and kept informed, Todd was a great ambassador for BMW.
The sales person Todd was always helpful and ready to answer questions. When he was on holiday his colleague Stephen was more than happy to assist and go through the process with me. It's why I use Vines rather than my nearest BMW centre
The car is as expected. It looks good and on reflection the price we paid was probably about right.
Everything was taken care off, no hassle.
Excellent service as always from James Connelly and the team.
All was made easy for us. Smooth sale.
good price achieved in the end - but it would have been good to have been given your best price in the first place and save us all a lot of time
Friendly and relaxed. Always offered a drink. Great non pushy salesman.
Very helpful and understanding
The only issue I had was that we travelled to pick up the car one day only to find it wasn't fully ready so we had to come back another day which was a bit inconvenient but staff very apologetic.
I was pleasantly satisfied by the detailed attention given to my requirements by James, especially financial ones. He found the suitable BMW model that would fit those requirements. Also, the car handover was very smooth and a very happy day overall
Very professional approach
Attentive friendly salesman backed up be good attitude across whole garage.
The sales person we dealt with was very professional and understands our needs.
Good service and customer-friendly presentation.
Completely satisfied with Todd who kept me informed all the way through the process and made me feel like his only customer. For the dealership generally the process was slightly tarnished with expensive insurance products.
The entire process was smooth. I was always updated and my questions were instantly answered.
Just couldn't have gone more smoothly when we picked up the car.
Polite, friendly and efficient service.
All staff at Vines of Gatwick have always given excellent service particularly James Connelly.
Jame's knowledge of all BMW vehicles is just outstanding, his handover was very informative and BMW's on board systems are a pleasure to use.