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 .
Kept informed, good value for money. Collection and delivery prompt and on time.
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
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.
Very prompt and efficient service
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.
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.
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.
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.
Very well looked after by Duncan Rose the service advisor.
Overall good experience from drop off to collection.
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
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.
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
Service conducted on time and efficiently
Parking was a nightmare and car park attendant not very helpful
Faultless service carried out by professionals.
Sorted everything with no fuss
Mainly because of service manager we use Duncan Rose who always far exceeds his brief to look after us and our cars
The staff are helpful and are understanding of my work too
As above despite the issues I felt that everyone at Vines did their best.
I have been kept waiting when I arrive to collect the car and there always seem to be people at their desks or chatting!!
Rob Craddock and Stephen Williams have been amazing to me over the last few years and are true ambassadors of the brand
Please see above. Additionally the car wash left a smear on the front screen which obscured my vision in the wet road conditions. I had to stop the car and clean the screen before continuing. Experience repeated on my wife's car so a safety issue.
See 1 above - and also great service from Duncan at Vines every time I go there
Lack of any signage in the refurbished showroom, insufficient counter staff at peak time to check in.Did not have appropriate loan car despite being booked several weeks prior
Cant fault them would rather travel to them than go to the local dealer
Friendly, timely and efficient service reception staff.
Dont carry out what you promised ie. booking a time to pick our car up from us and then not even do so with no communication, whatsoever. We stayed at home thinking that someone would soon arrive but never did. We were promised a voucher but no news
welcoming staff, good waiting area with complimentary drinks and good car service.
The communication was awful. And when I went to collect my keys after chasing them for two days I was informed that someone had put the keys on the wrong hook and they were struggling to not only find my keys but also my car!
I had the wheels changed to winter tyres and they had obviously hadn't been cleaned before being stored as they were very dirty. I was told that they would be cleaned before being sent to storage. This has happened on a number of occasions
On challenging Vines over the £226 differential between their oil change and BMR's cost, I was told it was down to overheads!
see above, Tim went out of his way to help me in a difficult situation
The service was as I would expect from dealing with a premier name such as BMW and on this occasion I was not disappointed.
Again, informative and friendly polite staff
To let you know there is no chanythat I would coma back to Vines Gatwick service centre ever again. Neither they were interested to let me know what I have to do next and how much the repair may cost for the issue spotted and adviced on MOT check.
In September the car was booked in for it's first service for about 6 weeks later because Vines were "busy" . A couple of days before the service date Vines cancelled it due to having no stock of a filter !! New date schedule
Would be completely satisfied if there had been a tyre fitter available on m a Saturday afternoon to replace two tyres due to a MOT failure. Seems odd to offer a service but not have the staff available to compete the work.
Rob was 100% with his service.He allowed me to collect the next day (after completion) as I was 100miles away at the time. on the morning of the return, Rob called to advise that the courtesy car was not required and that I need not rush in.
The inconvenience of leaving my car with them for 2 weeks and the courtesy car issue was frustrating.
My last visit was excellent as I explained earlier
All OK , parking always a problem at Vines Crawley
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.
Kept informed throughout the process and everything in place and ready when I arrived to collect the vehicle
The Salesperson ( John Carey) and the Finance Manager conducted themselves in a very professional manner
Everything was explained throughout and I was kept informed of each step
On time and friendly informative gandover
Great sales guy. Listened and was a pleasure to work with
Alan at Vines isn't too pushy but gives advice when requested/needed.
Everything was well explained and all queries were dealt with efficiently
The staff were very friendly and helpful from the moment I stepped through the doors, right up until I left in my brand new BMW
Entirely down to the service provided by Alan Marsh. I really enjoyed engaging with him and I felt that it was an extremely personalised service.
Because they did everything they said and we asked them
Alan Marsh (the Sales Ex) was again superb, he is knowledgeable, professional and straightforward to deal with, in addition he follows through on all commitments and kept me informed throughout the buying process.
Vines of Gatwick
Three Bridges.
