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Ivan Bell

Head of Retail Sales

Clive Vaughan

BMW Retail Manager

Matthew Ward

BMW Retail 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

Mathu Sriskandarasa

BMW Car Wow Executive

Daniel Tilbury

Sales Executive

Stephen Williams

Sales Executive

Alan Marsh

Sales Executive

Todd Loan

Sales Executive

John Carey

Sales Executive

Luke Morley

CarWow Specialist

Sophie Sardar

Sales Executive

David De Moura

Used Car Sales Support

Duncan Rose

Service Advisor

Matthew Robinson

BMW 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.

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.

Service

Everything was clearly explained and the work carried out in the agreed time frame

Service

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.

Service

This was a 'wait for' service. Timing was exactly as advised when I arrived

Service

I was satisfied with the service but not the price .

Service

Kept informed, good value for money. Collection and delivery prompt and on time.

Service

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

Service

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

Service

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.

Service

Vines were fine, no issues with them.

Service

Everything worked well.

Service

Very prompt and efficient service

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.

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.

Service

Excellent service. They were very helpful, professional and courteous.

Service

If this was the staff at Vines I have dealt with since it would be 5 stars.

Service

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'.

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.

Service

Waited a little bit longer than normal to be serviced in the office.

Service

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.

Service

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.

Service

Very well looked after by Duncan Rose the service advisor.

Service

Overall good experience from drop off to collection.

Service

As well as the above, not great communication, I had to call almost daily for updates

Service

Given there have been no significant problems with the car it’s hard to give top marks but otherwise happy with the level of service

Service

SEE ABOVE, THE SERVICE PERSONNEL ARE HELPFUL AND FRIENDLY

Service

Issues still not rectified, however I do not feel “believed” by staff so have ceased contacting them regarding this issue.I don’t have faith in the work carried out by bmw due to work not being carried out in October that was agreed.

Service

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.

Service

Smooth pick up, problem solved and car returned as promised

Service

Service conducted on time and efficiently

Service

Parking was a nightmare and car park attendant not very helpful

Service

Please see detail above

Service

Faultless service carried out by professionals.

Service

Sorted everything with no fuss

Service

Mainly because of service manager we use Duncan Rose who always far exceeds his brief to look after us and our cars

Service

The staff are helpful and are understanding of my work too

Service

As above despite the issues I felt that everyone at Vines did their best.

Service

I have been kept waiting when I arrive to collect the car and there always seem to be people at their desks or chatting!!

Service

Rob Craddock and Stephen Williams have been amazing to me over the last few years and are true ambassadors of the brand

Service

Problem fixed first time

Service

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.

Service

See 1 above - and also great service from Duncan at Vines every time I go there

Service

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

Service

Can’t fault them would rather travel to them than go to the local dealer

Service

Friendly, timely and efficient service reception staff.

Service

Don’t 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

Service

welcoming staff, good waiting area with complimentary drinks and good car service.

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!

Service

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

Service

On challenging Vines over the £226 differential between their oil change and BMR's cost, I was told it was down to overheads!

Service

see above, Tim went out of his way to help me in a difficult situation

Service

The service was as I would expect from dealing with a premier name such as BMW and on this occasion I was not disappointed.

Service

Everything ran smoothly.

Service

Again, informative and friendly polite staff

Service

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.

Service

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

Service

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.

Service

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.

Service

Job done

Service

The inconvenience of leaving my car with them for 2 weeks and the courtesy car issue was frustrating.

Service

My last visit was excellent as I explained earlier

Service

All OK , parking always a problem at Vines Crawley

Service

As above, very easy and we drove our new car away 5 days after choosing it

Sales

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.

Sales

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.

Sales

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.

Sales

Kept informed throughout the process and everything in place and ready when I arrived to collect the vehicle

Sales

The Salesperson ( John Carey) and the Finance Manager conducted themselves in a very professional manner

Sales

Everything was explained throughout and I was kept informed of each step

Sales

On time and friendly informative gandover

Sales

Great sales guy. Listened and was a pleasure to work with

Sales

Alan at Vines isn't too pushy but gives advice when requested/needed.

Sales

No problems

Sales

Everything was well explained and all queries were dealt with efficiently

Sales

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

Sales

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.

Sales

Because they did everything they said and we asked them

Sales

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.