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Clive Vaughan

Business Manager

Matthew Ward

BMW Business 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

Daniel Tilbury

Sales Executive

Stephen Williams

Sales Executive

Alan Marsh

Sales Executive

Todd Loan

Sales Executive

John Carey

Sales Executive

Luke Morley

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.

The service was excellent although the issue i looked to have resolved is not fully sorted

Service

There was a service reminder telephone call. The service was easy to book and took the time specified. The waiting area was comfortable with tea and coffee making facilities.

Service

The safety check was ok but feedback on the noise was only via the video. Nobody discussed this with me.

Service

Efficient, work carried out on time and notified in good time when my vehicle was ready

Service

Cannot think of anything bad

Service

Car was easily booked in . Good contact by phone and email throughout the time the car was being worked on. Timely notification when car was ready for collection. Car well presented on collection. All work completed satisfactorily.

Service

No problems

Service

Eventually, the problem was identified and solved.

Service

Average service, service desk staff very pleasant. Not sure what exactly was done on the car. Asked for a call back from sales staff and still waiting a fortnight later.....

Service

Very flexible and helpful - in particular having a desk to work at whilst my car is being serviced makes a massive difference

Service

Had to keep phoning for progress reports. Told person would ring me back several times, but no one did. New clutch cost me over £2000!

Service

Good value with service pack and excellent showroom.

Service

I revive great service all round which is why I go back and helps me to pick where I look when buying a new car.

Service

Incorrect tyre pressure meant return visit the following day. But quickly resolved.

Service

Apart from one or two individuals who are stars in an otherwise poorly run, non customer focussed and frankly overall poor experience. You sell the car and then walk away. Never again. I have a choice and intent to use it.

Service

From the moment I walked into their showroom the courtesy and helpfulness I was shown was exceptional. There was a great atmosphere and everyone was happy to help and engaging.

Service

Mika was exceptional in providing me with regular updates and for arranging for use of a loan car whilst my car was in the workshops

Service

Very friendly, all my questions answered and work done to a good standard.

Service

Happy with the fact that I get a nice clean car to come back in.

Service

Car was not cleaned properly after Service was completed. There was no check on Screen Wash level which was almost empty.... i would have assumed as part of any service (small or large) this would have been sorted out

Service

Duncan Rose, was once again, friendly, extremely professional and knowledgeable. while dealing with my MOT

Service

It was seamless.

Service

Body repair carried out to high standard. Car was ready for collection when promised.

Service

Duncan Rose gave exceptionally good service, supported by Mina and the warranty manager.

Service

Not everything done. Wanted to know why iPod not working but this wasn't done

Service

I still feel that there are issues around communications and professionalism. Paperwork was not ready when I picked up the car, for example, and had to be sent through by post later.

Service

Unfortunately had to keep ringing to find out if car was ready and the boot was not cleaned

Service

Serice was good... but no offer of a Courtesy Car (and I live miles away) and I had to get the train home. Damage to my vehicle and lack of response.

Service

Contact arrangements

Service

Service an brake fluid change and end of warranty check performed without issues

Service

The service/collection of car & return was 100% satisfying. The work by BMW Engineers even discovering & correcting a fault re starting motor was excellent.

Service

Great service as car was picked up from home and dropped back

Service

The car went in for an MOT, service, warranty question regarding wheels and a rattle. When I collected the car there were no details on the job card about the warranty issue and rattle. I had to chase it up 3 times and found the rattle is still there

Service

Not completely satisfied this time as correct part was not available, however, this was dealt with efficiently.

Service

The staff were helpful and job was done on time, but I didn't receive the health check video or quote for minor body repair I was promised. Didn't chase as not critical, but expected to receive them. Otherwise fine.

Service

Friendly efficient staff

Service

Has made the buying experience really enjoyable.

Service

Very poor service from a specific individual on the Service Desk. Online booking was lost and to compound this error was then treated in an unprofessional and off hand manner. Raised a complaint which was handled well by the Dealer Principal.

Service

Took the car in for safety recall and waited 1 hour for a courtesy car that did not materialise so walked out without it. Waited 50 minutes to collect the car after being told by phone that it was ready Completely unacceptable times.

Service

Vehicle properly serviced and thoroughly checked. They even left some unused oil in the boot.

Service

Great service and communication

Service

when I dropped off my car, I mentioned I was getting a warning message 'oil over the maximum line', you had the car all day, when I picked up the car, the warning message was still appearing. luckily a helpful mechanic had a look straight away.

Service

Job done satisfactorily

Service

Everything went smoothly and as promised. Thank you to Jazz for arranging it all

Service

Alen Marsh our Sales Representative was very helpful with all aspects of the process and this is the second car we purchased from Alen Marsh. I would recommend Alen Marsh to friends and family if they were looking to buy a BMW

Service

Service very good

Service

smart, courteous, completed when expected, kept informed

Service

bit of a delay with them getting my car washed and ready to go. Kait kept me well dosed up on coffee so I was quite content!

Service

No negative comments to detract from 5 stars

Service

Would have been five star but they forgot to fit my new tyres(even though they billed me for them) and I only realised when I got home. Had to organise a return visit.

Service

Couldn't find fault. Got the car I wanted and felt I got a fair deal

Service

Communication was poor, information relayed was incorrect

Service

I always entrust the care of my car to Vines .

Service

My bonnet was not closed properly after they did the vehicle health check.... i only went in for a tyre change ! The previous feedback said id get a call from management.... i never did!

Service

An amazing service making the purchase and finance stress free

Service

Great service from Tony and Nina throughout. And as always reliability trust with the amazing Steve Williams

Service

They were very polite and accommodating us

Service

Terrible service, car not properly clean, waited for ever,

Service

Kept informed of status, job was done, advised of findings and other work undertaken/completed, car returned clean.

Service

The service provided by Vines was good even though it was held up by BMW. I am concerned by conflicting results on safety critical items between the Vehicle Health Check and the MOT. It suggests the work carried out is not being performed correctly.

Service

Very dissatisfied. Customer service is appalling on so many levels.

Service

Car collected early in the day as promised and email and telephone updates given after work had been carried out. Car returned mid afternoon also as promised.

Service

Because the car still runs

Service

Vines continue to provide excellent service no matter who you deal with. It is that which keeps me coming back.

Service

This is my fourth car from Vines & have always found the service A1 with good knowledge of their products.

Service

Very good, just a couple of frustrations that would be easy to fix. For example, when you are selling an approved BMW I believe you should update the iDrive and Navigation maps to the latest version, this just makes sense to me

Service

The overall quality of the work carried out was excellent and done to time, the only thing that let it down was the trying to get in contact with a person ring a number of times no one there and promised to call back but never did had to chase myself

Service

Great Service Rep although ashamed to say I didn't remember his name.

Service

All was great

Service

Polite, helpful and efficient staff; pity about the unacceptably long wait for my vehicle following misinformation about collection time.

Service

You were asked to look at why the front n/s had worn so badly on the outer edge. You absolutely ignored this and tried to tell my wife it was down to poor tyre pressure. I knew then that is was incorrect and had that verified from another source.

Service

at the time i felt the customer support given was excellent

Service

Car could have been cleaner when I picked it up, but everything was fine.

Service

Did routine service and also had rear brake service done. A few days later the change brake fluid warning light comes on which means I have to go back again to get this dealt with. It should have been picked up at the service.

Service

Very prompt and good service. The repair done is excellent.

Service

Good feedback on progress on first visit but once problem identified and parts were ordered I had to chase for updates and was given incorrect information

Service

Vines left me to try and sort out the replacement vehicle with Enterprise. Not only was the hire vehicle representative late, I had to complete the paperwork offsite. The replacement vehicle should have been ready and waiting.

Service

The service was not up to the standard I expect from a quality car like BMW. I gave feedback at the time but I am still waiting for a call from Kait Stannard the service reception manager which I was promised on 3 July

Service

Jasmine (service advisor) was lovely but failed: 1 - Told me the courtesy car had same transmission so by driving it I'd feel difference vs mine. I did! On return she changed storyline 2 - Said technician would call on Monday. 2 wks later & nothing!

Service

Efficient and friendly service

Service

See reason above

Service

All staff were very helpful. We recently bought a new car with Alan Marsh and he was was very helpful this was the second time we have used Alan to purchase a car I would recommend him. A real assist to BMW. Regards Paul Colyer

Service

I had a while u wait brake pad change. The process was very straight forward and completed in an acceptable time. The guest services lady looking after the waiting area (sorry I didn't get her name) was extremely friendly, and helpful.

Service

I have never been to Vines of Gatwick

Service

I have purchased the vehicle under approved used scheme. One of the tyres on the car has an inside tread of 2ml. Upon making request for a replacement I am told this is due to the previous owner negligence and Vines Gatwick is not responsible for it

Service

Even thought parts have been ordered in every time my car comes in they always seem to be the wrong parts.

Service

I had to wait much longer than expected for my "while you wait" MOT. Almost three hours.

Service

Easy process, limed video

Service

Lady staffing the pre service desk who greeted customers is a new procedure which was good. She was incredibly warm, friendly and welcoming. 5/5 for her. Staff all pleasant. My only gripe with this dealership is the crazy car parking - not enough

Service

I have filled in the above box re the valeting? The other part of the service was good with the garage collecting and returning the car.

Service

The only issue was that I delivered the car at 9.30 and asked for the car back at 17.00 but it was closer to 18.00 when the car was ready.

Service

Car not prepared to bmw used standards. Car delivered with damage to wheels. Warranty issues having to be sorted in my own time. Unable to settle finance as promised.

Service

I would have given 5 stars but an option was forgotten and the car had to be returned to be remedied.

Sales

Excellent sales service. Friendly and efficient and a thorough hand over. Would recommend Vines Gatwick on the strength of this experience.

Sales

The people I dealt with were friendly, polite, courteous. The centre was modern, a nice environment. My suggestion for improvement is that there is a 'dry / undercover' area when you get your new car. On the day I collected mine it was very wet.

Sales

James Connelly the sales person I have dealt with for several years is accommodating and responsive to emails. Car was ready at the agreed time and had no issues.

Sales

Every thing went very smoothly to buy the car

Sales

Knowledgeable staff, polite courteous and good facilities

Sales

This is my 3rd BMW purchased from Crawley. I have always found them very helpful, efficient and obliging

Sales

Easy process. I have purchased at least 5 cars from Vines.

Sales

Genius is a good idea and very smart relaxed sales space. Really appreciated not being flogged the insurance extras. Very welcoming centre.

Sales

Car was immaculate, looked after and I felt valued as a customer.

Sales

I was updated regularly and Todd was very accommodating with handover times

Sales

Everything worked to plan and I was kept updated with progress frequently.