Duncan and I live in the same village and he offered to take the car in for service to save me the time and inconvenience. He then duly returned the car back to me at the end of the day. What more could I ask for.
My cars on board service record was not initially updated correctly and took two attempts to rectify.
Service Experience was quick and easy
booked online, yet they did not know I was coming, spent 3 hours in the service centre waiting for brake fluid change, c it now video and check, plus a wash??
Nothing was too much trouble - all staff very helpful and co-operative
I booked a wheel that needed to be changed and they had the wrong one. I was meant to be out at 12pm but ended at 3pm. I wish the wright wheel had arrived specially when I booked it a month in advance and that I was offered a replacement car.
for the 3rd time you called the wrong contact person with regards to the service being completed.
Vines now have the resources in place to look after the customer. Nothing more to say
Great sales team, very polite service guys but unwilling to fix problem with brakes
Staff are polite, attentive and helpful, but in view of problems with booking, my overall satisfaction is 'fairly'
The leak in the passenger foot well was
A base model manual 1 series as a loan car when my M5 went in for running in service which is the best part of £500. The process of picking up the car in the evening took an hour, everyone was very friendly it just seemed disorganised.
Booking was easy and efficient and all work completed as requested
The dealer is efficient in its communication, my car is collected and brought back to me and I get a free car wash and vacuum.
Happy with the service provided
I came in for service and warranty work to be completed on the car. The warranty work required my car to be at the dealership for a week, the team handled all the replacement vehicle requirements prior to calling me to explain what was required.
Service staff is very friendly, helpful, knowledgeable & Courteous
The video of my vehicle being serviced and health checked is really useful and a great addition. The staff at Vines are always highly accommodating and professional.
Service completed as planned - no surprises - just make sure that work desks whilst the car is being serviced are preserved - it really does make life much easier - i had to ask twice ... otherwise a 5 /5
Both Dan , the salesperson, and Clive who organised the finance were very good and helpful.
Kept informed and job completed quickly
As I explained before I took my car in to get a new tyre as it had a puncture the call centre advised me 48hrs which was the Thursday I went for my booking on the Monday they told me it takes longer And they didn't have the tyre in stock .
Faye Carslake and Matthew Ward were excellent. Very helpful and attentive, great service and could not do enough for us.
Duncan took real ownership of the problems and only gave me practical solutions. He made dealing with Vines very easy.
Everything flowed smoothly, but I cannot comment on the competence of the mechanics.
It would be nice if the settings were left as the car came in. The lights were set to auto when I dropped the car, but the car was returned with the lights set to off. Dashcams had been disconnected during the service and not reconnected...
The service was excellent although the issue i looked to have resolved is not fully sorted
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.
The safety check was ok but feedback on the noise was only via the video. Nobody discussed this with me.
Efficient, work carried out on time and notified in good time when my vehicle was ready
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.
Eventually, the problem was identified and solved.
Cannot think of anything bad
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.....
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!
Very flexible and helpful - in particular having a desk to work at whilst my car is being serviced makes a massive difference
Good value with service pack and excellent showroom.
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.
Incorrect tyre pressure meant return visit the following day. But quickly resolved.
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.
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.
Very friendly, all my questions answered and work done to a good standard.
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
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
Happy with the fact that I get a nice clean car to come back in.
Duncan Rose, was once again, friendly, extremely professional and knowledgeable. while dealing with my MOT
Duncan Rose gave exceptionally good service, supported by Mina and the warranty manager.
Body repair carried out to high standard. Car was ready for collection when promised.
Not everything done. Wanted to know why iPod not working but this wasn't done
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.
Unfortunately had to keep ringing to find out if car was ready and the boot was not cleaned
Service an brake fluid change and end of warranty check performed without issues
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.
The service/collection of car & return was 100% satisfying. The work by BMW Engineers even discovering & correcting a fault re starting motor was excellent.
Great service as car was picked up from home and dropped back
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
Not completely satisfied this time as correct part was not available, however, this was dealt with efficiently.
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.
Has made the buying experience really enjoyable.
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.
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.
Vehicle properly serviced and thoroughly checked. They even left some unused oil in the boot.
Great service and communication
Everything went smoothly and as promised. Thank you to Jazz for arranging it all
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.
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
smart, courteous, completed when expected, kept informed
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!
The car delivered had one option missing from my specification. The car was delivered with the incorrect registration plates fitted. One of the options fitted does not work. The dealership is the worst I have ever experienced.
I had to accommodate John's diary for pick-up since the eariliest possible day was a non-working day for him. The BMW Genius, though booked, was suddenly not available on the day. This tutorial session is still to be arranged.
Daniel at Vines GATWICK has always been very helpful with my purchases.
Dan the sales executive, was a consummate professional, nothing was too much trouble
I would have given 5 stars but an option was forgotten and the car had to be returned to be remedied.
Excellent sales service. Friendly and efficient and a thorough hand over. Would recommend Vines Gatwick on the strength of this experience.
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.
Every thing went very smoothly to buy the car
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.
Knowledgeable staff, polite courteous and good facilities
This is my 3rd BMW purchased from Crawley. I have always found them very helpful, efficient and obliging
Easy process. I have purchased at least 5 cars from Vines.
Vines of Gatwick
Three Bridges.
