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Everything done satisfactorily and on time
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!
Both Jazz and Stephen Williams were excellent in making sure I was looked after throughout the process.
Got to love main stealer prices, other than that everything ok
The guys at Vines Gatwick were very polite, professional and courteous, probably the best customer service I've received anywhere.
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.
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.
I think the pricing of your services are too high.
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 .
Very good 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.
I felt they ripped me off. They could see we needed to get home and charged 50% more for a tyre than their competitors.
No problems were identified during the service and the car is still running very well.
Sometimes the staff are friendly but sometimes they are grumpy .
Everything was done as expected
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.
Very very happy
Unhelpful and profit driven service personnel. Not really interested in customer service. All about the price and nothing else.
Perfect apart from no car wash which is usually provided. I think it was a very busy day.
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.
faultless.did exactly what was asked, kept me informed and explained what had been completed.
Excellent care and attention from my Sales Executive.
They collect and deliver my car and the cost of the service is reasonable. They also communicate extremely well
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.
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.
As for my earlier reply
A very long wait while I was told the invoice was being printed. Noone was looking after. Me.
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.
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.
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
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.
Booking in process took ages when dropping the car off
Fixed price service and timely.
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.
I faced several issues with your service. See my detailed answer to previous question.
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.
So far , everything has been done very well , with courteous ,helpful staff about the place making every effort on my behalf, and therefore BMWs.
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.
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
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.
kept me updated on progress of work on my car
The service is great especially at Vines Gatwick. They make you feel welcome and are always helpful
Effective and have confidence in thie MOT being carried out robustly.
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.
Refer to dealer principal for details
The job was really well done.
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
The whole experience from my first phone call to Vines BMW, to collecting my vehicle was very poor!
Nothing wrong but the price for a simple brake fluid change is very high
did what I asked them to do and did not damage my car in the process, unlike Vines of Redhill
The inspection (video verbal) report was not very clear.
Everything was explained about the Service Options
No allocated parking for servicing (or clearly marked/accessible). Chaos outside as cars being moved around and in front of each other blocking them in. Lack of service personnel during drop off and pick up leading to visibly stressed staff.
Took 4 visits to fix a simple problem now waiting for a refund. Still chasing but being told the person I need to speak to was off sick and now on a training course. Why is no one else covering in her absence?
No level of customer care. I intend never to purchase from you again
Only using them for an MOT so far but gave me a huge range of information about my car's future servicing requirements with complete transparency. Great team of people all willing to help however they can.
I had to get the documentation on my service emailed to me last week since I had lost the originals. I then had a query on the Vehicle Health Check which was not very satisfactorily dealt with, so I was not completely satisfied as I have been before.
Very long wait at service desk to check in. 30 mins
Having to ring to found out if car is ready to pick and not being able to get through. Why can't it be an automated process that emails, text messages owners that their car is ready for collection
Quick and while you wait.
Easy to book a service and attended to on time. Pleasant surroundings if waiting for completion.
Despite problems with the vehicle I purchased, these were rectified and I was compensated for my inconvenience.
Cannot find any fault, although the call from BMW to remind about the service (& MOT) could have been earlier, bearing in mind that it was a waiting period of 2-3 weeks to get a "collection appointment", by which time the MOT had expired
Dropping car off takes ages. I am not interested in waiting with a coffee I need to leave keys and get on with day. It is impossible to get trough to your service team by phone when I do I am asked to leave a message and no one replies
See previous comments.
Because I was completely satisfied !
Been using vines for over 20 years.
The car was not ready at the time specified and the wait for it to be finished was over an hour even though the car had been with the service dept for a full day.
Waited for a significant amount of tome when collecting car
Good initial response. Easy to deal with and agree purchase. A few issues on delivery and follow up.
Absolutely satisfied. Special mention to Luke Morley who was very good throughout the process and handover.
As stated before the customer service lacked after the sale was difficult to find out what was going on with delivery etc
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).
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
i would have liked couple of additional items on the purchase
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
Generally the sales process was good.
Very speedy, kept informed and an excellent handover.
Great product (M5 Competition) great BMW team, exemplary. Ever detail looked after perfectly.
dealer never returned my calls or kept me in the loop
Great car. Great customer service. Bought several cars. Like BMW's.
The end to end process from Test Drive to purchase was spot on
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
Very pleasant attitude of salesman but little contact between order and delivery 3 months later. Fairly limited explanation of the complex technical aspects of the car.
Because I was kept fully informed and made to feel that I really mattered as a customer
car was made ready to suit my time and handover was very efficient and useful
I've had some problems with the car computer since purchase.
All staff super helpful Andy pleasant to deal with.