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New Car Retail Sales Manager
Used Car Sales Manager
Service Reception Manager
Assistant Service Manager
Duncan Rose. He cares and service is his middle name.
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
Friendly staff, explained the type of service required.
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
Very friendly professional staff. Duncan was excellent.
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 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.
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.
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
Everything went according to plan
I am happy how my car is being serviced and has given relevant information required doing in my car. Staff are friendly and accommodating.
Booked in the car without issue, and received the video which was very informative
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.
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 .
Known competent garage.
excellent communication throughout the process. best ever yet. a very good reason why i regard vines bmw as a trusted bmw seller and advisor.
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.
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.
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
All on time, the price didn't vary. Courtesy car available for the time I needed.
Excellent service by Duncan Rose
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!
Work was carried out as expected, service book stamped and short video provided to show issue with tyres
Really good of Duncan to help us, again. Have had the pleasure previously of Duncan's excellent, professional service. Thank you.
Prompt service, replaced boot catch when I advised it was difficult to open. Car cleaned which was a great bonus
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
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.
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.
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 work completed to my satisfaction. Mr Duncan Rose is extremely efficient and pleasant to deal with
Prompt efficient service, excellent
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
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
Duncan, the service centre executive was excellent as always
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.
My car was collected at the time agreed & the total cost was reasonable.
All went well, car picked up and extra work done under warranty - very helpful staff and kept me informed of a delay in the return of the car
Overall a good service, the garage was able to assist me by dropping me off at my office.
Friendly, quick, helpful service. Only reason was not higher was, after booking service, had a call days later to say there was a recall, so needed car longer, could have been recognised earlier
Everything done on time and comprehensively.
Kept informed of progress
Some costs were not explained beforehand
they completed the service on time
On the first visit the quality enhancement booked in for could not be completed, no tool. Second attempt car was not ready for pick up at arranged time (10 hrs after drop off) had to wait a further 1.5 hrs. Compensation mentioned (nothing to date)
I really liked the mechanics video BUT for the second time in a row the detail was complete disaster...after trequesting to not clean the interior the same issue occured with wet and dirty mats placed back in the car.
Every part of my purchase was very well handled and the repairs that were carried out could not have been better.
I was asked to arrive early (07:50 for 08:00) but no service reception staff were available so I had to wait 10 minutes. Booking request made online for required service, however all details had to be repeated for service reception.
Once again the work could not be completed in the day booked well in advance and my asking if they were cetain they could complete the work in the day BMWchose themselves.
Lost a couple of points for leaving a cigarette lighter on the seat and some rubbish on the floor
Friendly, efficient staff
New tyre fitted without hassle, did have to wait for 3 days for the dealership to get my tyre in though
All work satisfactory
Easy to book, good communication, pricing as specified, vehicle ready at time agreed.
Could have had better communication from duncun
A complete failure to repair my vehicle on multiple occasions
Everything went Ok
I was told I had to I had to do the advisories to get my MOT, which on second opinion is not true.
Everything was as promised/expected.
Very clear info and within timescale
Happy with service but I felt £50 was excessive for changing one bulb. I would add that Duncan was very good and explained everything to me and kept me fully informed as to what was happening.
The car had a partial valet, dust was left on the dash board, only hoovered
Overall experience was very good with high standard of service.
from arrival to departure all aspects taken care - excellent service from the advisor
Everything great - couple of small points,1. Stereo had been turned up to max volume - bit surprising when i got in.2. I had noted smell on steering wheel / perfume smell on seatbelt - no action was taken.However very happy with overall service.
Its what I have come to expect, always consistenet.
easy, straight forward and quick
Swapping four wheels took over two hours - I could have done that myself in significantly less time!
Work done on my car was very good, reasonable price and I was treated very well by all staff.
Despite being told my service would take 1 &1/2 hours, I sat waiting for 3 hours with my 6 month old daughter. I had a relatively early 10.00 am appointment too.
The "refresh" of the air con system left the car with a really horrible smell which made my eyes water. This persisted for several days. I received a courtesy call to follow the service - mentioned my disappointment and received no callback.
Everything completed as requested
First class service from collecting the car, carrying out the service and delivering it back.
This was my first service at BMW after owning Audi's for a number of years and the two companies are not comparable in terms of after-service. One of the most frustrating parts is the fact that you have so little parking spaces available.
Personal service - met my needs very well.
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.
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
all good from start to handover
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
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.
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.
Clive was very professional and communicative and kept us up to date all the way through the process
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.
No issues at all. Professional transaction.
Everything from start to finish was perfectly smooth professional courteous and attentive.
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!
The handover was done with every question answered to the fullest and I left confident knowing everything about the vehicle.
A very friendly and efficient handover with a salesman that I have known for many years and consider a personal friend.
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.
We arranged trade-in without haggle, got the new car we wanted from national stock, for an acceptable financial result, all in one visit.
Todd Loan correctly interpreted our needs and delivered on spec and on time.