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.
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.
A very long wait while I was told the invoice was being printed. Noone was looking after. Me.
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.
So far , everything has been done very well , with courteous ,helpful staff about the place making every effort on my behalf, and therefore BMWs.
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.
I faced several issues with your service. See my detailed answer to previous question.
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.
Effective and have confidence in thie MOT being carried out robustly.
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
Refer to dealer principal for details
The job was really well done.
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.
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.
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 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.
Everything was explained about the Service Options
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
Quick and while you wait.
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
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.
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
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
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.
The whole process was trouble free and relaxing
Everything was done to my satisfaction, in the time estimated and for the cost advised.
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
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
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.
This was a 'wait for' service. Timing was exactly as advised when I arrived
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
Vines were fine, no issues with them.
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.
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
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.
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
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
All staff super helpful Andy pleasant to deal with.
I've had some problems with the car computer since purchase.
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
Vines of Gatwick
Three Bridges.
