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New Car Retail Sales Manager
Used Car Sales Manager
Service Reception Manager
Assistant Service Manager
Service carried out perfectly, communications with Vines is at times difficult
Feel at ease with staff I spoke too. Done exactly what was asked .
The visit was for a simple MOT test. It all proceeded on time / schedule and I was able to carry on working in the showroom lounge area.
I booked a service and to have my tyres changed on my car some 2 weeks before the service appointment. My car was serviced and I went to pick it up to be told my tyres were not changed because you did not. This box is too small to write all the info
The service staff were attentive and as quick as they could be to resolve the problem. I decided to have the work completed while I waited and they kept me informed of the progress and included a complimentary exterior wash of the car too.
Very helpful staff.
Top class service.
When booking the car in at 8am for its service, there was only one person on the service desk. This person is always extremely good but let down by the lack of colleagues.
The car came back to me looking as good as new.
fast, efficient and friendly service. really took an interest in the car and the car is running fantastically well! the service lady (sorry I can't remember her name) was great.
Quick to respond to my issue and also to give additional advice to keep me safe.
Fast efficient courteous service, as usual
the representative tried hard to satisfy my needs even though there were some difficulties
Summer wheels that had replaced winter wheels were dirty
Because whenever my car is serviced or repaired by you, the car is returned to me it as if it is new.
Not all of the work was carried out on the first visit. This meant that I had to bring it back. THis costs me £15 in taxi visits each time.
had to phone a number of times to find out what was going on with my car; left messages and no-one phoned back. Problem was diagnosed as a tyre fault, all tyres have now been replaced with brand new and the problem has not gone away.
had safety warning with front collision system. Not prepared to drive car. BMW Vines could not pick it up. Referred me to BMW emergency who said car safe to drive. Went back to BMW Vines and told vhem to sort it out with BMW Emergency. They did.
Always enjoy a good experience here
because your staff are polite helpful and very efficient
I arranged to drop the car off just before 8am but only one person was in service reception. It took 20 minutes before I was seen! Had I been told you had a safe key drop facility it would have saved time. Otherwise very good.
Everything was done as agreed and to time. The car was also returned washed and cleaned which was lovely.
Although I had to leave the car overnight when I turned at Vines with a flat tyre it was nearly 6pm. One of the lads stayed late fitted a new run flat and I was able to pick the car up first thing in the morning. They even managed to wash the car.
I always expected exceptional customer service from BMW, as I felt it would be s brand value, but I've been really disappointed. Missed call backs, poor service and I get told they didn't have time to clean my car. Not really what I expected.
The whole process was a very pleasant and effortless experience. The complete opposite of HR Owen BMW which is, frankly, unpleasant.
Good customer service but prices still outrageous
Good service and very happy with the car wash and vax.
Duncan in the service dept gave top class customer service
One of the issues were not dealt with
Once work was agreed the service was superb but it is a shame that there is always a battle at the start of any Unsceduled repair before everything seems to suddenly be agreed and run smoothly.
Very disappointed in my experience with BMW. My car went in for a service at 9am in the morning and I asked to collect it by 4pm, which I was told would not be a problem. However my car was not ready till 5pm. More problems but not enough space.
Simple booking. No fuss. Key drop safe used. Called when work completed.
I felt I was looked after very well by friendly staff.
I was very well looked after
Sale price of the car was bottom book which was disappointing on my particular vehicle i.e. Same as webuyanycar. Selling experience however was fuss free and easy.
I was quoted on the phone that the mot was on offer and that it would be £45, it wasn't until I had already paid that I saw I was charged £54.85.
Always very helpful and very informative and done when promised
When paying my bill was incorrectly calculated.
The car wasn't ready on time, the paperwork said the car had been washed and vacuumed but it hadn't been vacuumed
Duncan Rose. He cares and service is his middle name.
Friendly staff, explained the type of service required.
Very friendly professional staff. Duncan was excellent.
All done to order with a hire car provided as well
On arrival the first contact was very abrupt , and thing's seemed to go down hill from that point
I was able to drop my car first thing in the morning which suited me for my work schedule. The courtesy car was available and I had been dealt with swiftly and efficiently.
The car was serviced and mot test your quote for new tyres expensive so went elsewhere tried to book retest but was not available for over a week so had to get another mot elsewhere as it ran out before your earliest retest. Safved£120 on tyres same
Service revealed 2 warranty items to be rectified, plus bulge in tyre. Also quote requested for scratched body work. Returned car for warranty work a week later, but tyre still no replacement tyre. Had to chase many times for updates and quote.
Everything requested was completed to my satisfaction
You fixed the problem with no drama and also alerted me to other potential issues with your video link
I booked the car in to change the wheels for Summer tyres well in advance. I delivered it as agreed only to be telephoned 2 hours later to be told that they had delivered the wrong wheels to the garage.
you did not advise my son who works in Crawley and had asked to be told when the service was completed. you rang me at my home and I had to go to Crawley to collect.
Very professional service, only glitch was forgetting to order from store my summer tyres for the booked changeover so had to come back the following week
It took two visits to get my door mirror replaced. Two hours after dropping the car off I was informed that the parts were still in Germany. On the second visit I was told that the car did not need all of the parts.
Vines provided for advance booking reminders and works were completed to timescale
I am happy how my car is being serviced and has given relevant information required doing in my car. Staff are friendly and accommodating.
Everything went according to plan
Made welcome from the moment we arrived and it felt as though no line of enquiry that we wished to make, whether it pricing a new car, or test driving a variety of second hand models was too much trouble.
Booked in the car without issue, and received the video which was very informative
all requested work completed on time
I have always had a polite and pleasant welcome whenever I visit your showroom or service department.The staff could not be more helpful and they make the visit a pleasurable experience.
Whoever washed the car missed half of it . It was a disgrace .
Because I had to chase them repeatedly for information and promised call backs didn't happen. I wasn't told my car may not be ready until 7 in the evening despite dropping off at 8.30 am - I was told I would get a call 'in the afternoon' none came.
excellent communication throughout the process. best ever yet. a very good reason why i regard vines bmw as a trusted bmw seller and advisor.
Known competent garage.
While you wait is convenient for jobs such as winter/summer wheel swap. Waiting facilities good. Valet and health check good.
Prompt resolution of a sudden problem with the car.
I had a fault with the driver's door lock which was replaced. Everyone polite and helpful.
the repairs were completed very well. however the cleaning of the car was abysmal. If you are going to offer a clean car service then I think it should be returned in excellent condition
Your staff are helpful professional and polite ..... it's like walking into a 5star hotel.... with out the beds of course .... The standard of the work is 1st class ....
Prompt efficient service
Work was carried out as expected, service book stamped and short video provided to show issue with tyres
Whilst unhappy my X3 has broken down for the second time Vines went beyond expectation to solve the problem. We drive to Portugal every year and Vines only had four days to repair the X3. They did so after having to get the part elivered by courier.
After 2hours waiting I was informed that the service and tyre change could no longer be done due to a workshop delay. Eventually after complaining the engine service was done but I had to rebook the car in a week later to complete the work .Unhappy!
All on time, the price didn't vary. Courtesy car available for the time I needed.
Excellent service by Duncan Rose
Really good of Duncan to help us, again. Have had the pleasure previously of Duncan's excellent, professional service. Thank you.
The still had service in read after we picked it up. Made a pho call the same evening, they said will come back to us but didn't. Called again few days later, were explained that someone didn't switch off the light. So still to come back...
my car was collected and returned with the work completed. I was gratefulfor the attention to my complaint about the sat nav update which was done without the argument and resistant attitude I experienced at Coopers Banstead
Prompt service, replaced boot catch when I advised it was difficult to open. Car cleaned which was a great bonus
My recent experience with my M4 and the issues experienced with my brakes. Not just because of the car but because of the attitude I have faced from BMW including and especially UK customer services when faced with a problem. See below.
Courteous, friendly and did the work quicker than expected. Only complaint is a new replacement key was missing, not sure what happened to it and I have to make another visit another day.
All work completed to my satisfaction. Mr Duncan Rose is extremely efficient and pleasant to deal with
WHILST I WAS SATISFIED WITH THE WELCOME AND SERVICING OF MY CAR,I WAS NOT SURE WHY I WAS TOLD THAT A VEHICLE I WAS INTERESTED IN BUYING HAS BEEN SOLD,AS THIS VEHICLE IS STILL ON THE VINES GROUP WEBSITE AS AVAILABLE.
All of the contact with staff from the receptionists at the entrance to the showroom ,the service desk and the service manager was extremely good. It was disappointing that all the work it was booked in for was NOT completed requiring a return
Prompt efficient service, excellent
Duncan, the service centre executive was excellent as always
I have sent an email of complaint over a week ago and had no reply. Please look into this and reply as soon as possible
The service for the MOT was great, was able to pick up/drop off the car out of hours. However when they gave me a follow up call i asked some questions that they would get back to me with and havent.
The staff were always helpful and informative, and clearly knew the cars they were selling very well. They looked after my disabled wife very well. The deal to buy was done considerately and the dealer was not 'pushy'. We felt like they cared.
John Carey gave me a call very soon after submitting a configuration (much quicker than the rest). He was extremely helpful with every aspect and made it very easy. Delivery was a little longer than hoped, but again, got weekly updates from John
I received excellent customer service from the VInes Gatwick BWM Centre and delivery was on schedule with everything to my specification.
Salesman very attentive All the options on the vehicle fully explained
Attention to detail
The car had many options and the hand-over staff took time and showed commendable patience when explaining how to operate some of the more technical features.
The order was taken with the minimum of fussThe car arrived on timeI was offered a good trade in price with no quibbleEveryone in the dealership was friendly and helpfulI decided to use your finance package which was organised immediately
Fantastic service throughout
The sales person Stephen william's looked after us very well and made us welcome
Very helpful sales personnel, friendly reception people and I felt that everyone involved made an effort to understand my needs.
James work our a few options for me to consider
Delivery on time.
all good from start to handover
Personal service - met my needs very well.
The hand over was not rushed and all details of the car were explained. No one can be an expert in a few hours and as such we were offered further guidance, anytime we felt we needed it. We were asked to try the features to ensure we felt at ease.
Excellent Personal service
The sales person, Les Millard was very helpful, keeping me informed of the status of the car build, and very helpful answering the many questions I had. Even answering emails well after office hours.
Excellent customer service.Made me feel confident in my purchaseNot pushy or intimidating
I was happy with everything apart from the fact that the winter wheels from the old car do not fit the new car.
Although I'm delighted with the car, I was disappointed to find that parking sensors were not standard and should have ordered them as an extra. This should be pointed out as they are a fairly basic feature these days
Clive was very professional and communicative and kept us up to date all the way through the process
From my first contact with BMW, you provided a quality brochure and printed information. I visited a Mercedes dealer, who did not provide a brochure, or printed information, very poor. From the day I ordered my car the communication was excellent.
First class service from all of the New BMW Sales Team at Vines Gatwick. From my experience the Used BMW Sales Team could learn a lesson or two from them.
I was treated with respect. Spoken to in an informative way without the feeling of pressure. My questions were answered in clear way without jargon. finance options were explained clearly.
Everything from start to finish was perfectly smooth professional courteous and attentive.
No issues at all. Professional transaction.
Very professional sales activity.
This was my third car from the dealership (and in fact the same sales exec - James Connelly) and the overall customer service experience remains first class
Excellent and very knowledgable salesperson!
A very friendly and efficient handover with a salesman that I have known for many years and consider a personal friend.
The handover was done with every question answered to the fullest and I left confident knowing everything about the vehicle.
I recognise I was quite a challenging customer having changed my order / added requests several times. Throughout, my contacts - J Connelly, N Armitage & G Pope were extremely patient and professional and constantly strived to make sure I was happy.
Excellent service and very polite personnel
Our sales rep was very personable, informed and not at all pushy. He took the time to understand our needs and help us find the right option at the right price. He was also quick to respond to subsequent questions by email and kept us informed.
Sales person was professional and helpful. not pushy.
The courtesy and respect shown to my wife and I by both Les Millward, Sales Executive, and Luke Morley, Product Genius, during the demonstration, test drives, ordering and delivery processes was greatly appreciated.