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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.
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
Very long wait at service desk to check in. 30 mins
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
See above and please contact me by telephone if you need more information.
It was great
Everything was done to my satisfaction, in the time estimated and for the cost advised.
The whole process was trouble free and relaxing
As stated above, everyone was friendly. It was clear what was needed and the service was efficient, quick and stress free. My car was cleaned inside and out and I was shown how to automatically fold mirrors and unfold - something I didn't know!
The problem has not been resolved despite having the car for 4 days
Expect nothing less
When returned from service, the exterior had been washed and the carpets cleaned but the boot had not been touched. My wife's Honda is returned spotless after a service. I suspect also that the washer fluid was not topped up during the service.
Please see customer complaint written to Vines BMW.
Sitting area tables need cleaning which I did. No newspaers. Car washed but poorley. All dirty and wet in door closures and needed to be leathered down as did whole car. Interior certyainly not hovered as it used to be.
I think the Service agent was called Tom. Real asset for Vines & BMW
Perfect service with a lovely clean car!
Takes shortcuts - misdiagnoses faults. Ignores request from my warranty company to supply breakdown information for works carried out. Not professional and waste of time. Car sat over a week without updating customer or working on car.
Everything was clearly explained and the work carried out in the agreed time frame
This was a 'wait for' service. Timing was exactly as advised when I arrived
Firstly, vehicle went in for a Brake Fluid Service (16.01.19). A brake nipple was sheared and the vehicle re-booked for 06.02.19 to have the B/Caliper replaced FOC. Was asked for £100 warranty excess on collection which I disputed.
I was satisfied with the service but not the price .
When dropping car off at around 7.30 all I want to do is drop keys and continue to work, three service advisors at their desks I felt like the invisible man ages to make eye contact and acknowledge me certainly didn't feel like a valued customer
Kept informed, good value for money. Collection and delivery prompt and on time.
Disappointed with the normal bmw service Booked the car for a service at Gatwick only to be told in a message 2 days before it was booked in Guildford When trying to contact guildford oN Sunday no answer despite website saying service was open
I received a phone call from the service team saying the car was ready for collection after a service; I told them I would collect over the weekend. When I came to collect, the keys were locked in a safe nobody could open; this was a wasted journey.
Vines were fine, no issues with them.
No contact informing when my car was to be collected and no mention of collection on the email reminder. I had to call and confirm. Poor wash and clean after the service.
Very prompt and efficient service
Everything worked well.
I've discussed all this with Vines and have a record if our conversations. I was offered a 20% discount on next service. I didn't accept as if I buy a new bmw I will get a service pack.
Excellent service. They were very helpful, professional and courteous.
If this was the staff at Vines I have dealt with since it would be 5 stars.
See above. Also, car not returned at the agreed time. Although returned earlier (which might seem beneficial) it was not convenient for me because I was at work. Hence the reason I chose a specific time that was agreed to by 'Service'.
Car booked in for new tyre, 2.5 hrs later my car was ready. 2.5 hrs for one tyre replacement and booked appointment seems excessive.
Waited a little bit longer than normal to be serviced in the office.
The service was fine, but I only asked for an oil change and it can back with a filter change too, costing me a lot more money and with no explanation.I am not sure the online booking works yet, for type of service or that I was intending to wait.
I was contacted by the service dept. when you received the car and was told that i would receive an update once the vehicle had been inspected that phone call didnt happen until 2 days later leaving me not knowing.
Overall good experience from drop off to collection.
Very well looked after by Duncan Rose the service advisor.
As well as the above, not great communication, I had to call almost daily for updates
Given there have been no significant problems with the car its hard to give top marks but otherwise happy with the level of service
SEE ABOVE, THE SERVICE PERSONNEL ARE HELPFUL AND FRIENDLY
On each occasion the car has been booked in, I have been advised that they would be unable to undertake the works within the times they have given. When I have raised items in relation to warranty work, they have merely dismissed which is appalling.
Smooth pick up, problem solved and car returned as promised
Issues still not rectified, however I do not feel believed by staff so have ceased contacting them regarding this issue.I dont have faith in the work carried out by bmw due to work not being carried out in October that was agreed.
Service conducted on time and efficiently
Because I was kept fully informed and made to feel that I really mattered as a customer
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.
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.
I liked the speed and efficiency of it. I'd put off buying a car for so long as I dreaded the thought of how difficult it would be. But really your salesman Steohen asked all the questions and guided me thru everything
As above, very easy and we drove our new car away 5 days after choosing it
It would have been 5, if there was sufficient parking for customers. Everyone was friendly, all the information we needed was explained. Nothing was too much trouble.
Everything explained clearly, the salesperson was smart, presented well and tried to help along the process. A couple of stumbling blocks along the way in terms of agreeing the car to be found it wasn't for sale anymore otherwise it would be a 5.
Excellent staff. Great customer service. Salesman went the extra mile to help us decide on the right car and to get us an amazingly good deal.
The Salesperson ( John Carey) and the Finance Manager conducted themselves in a very professional manner
Kept informed throughout the process and everything in place and ready when I arrived to collect the vehicle
Everything was explained throughout and I was kept informed of each step
Great sales guy. Listened and was a pleasure to work with
On time and friendly informative gandover
Alan at Vines isn't too pushy but gives advice when requested/needed.