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Ivan Bell

Head of Retail Sales

Clive Vaughan

Business Manager

Matthew Ward

BMW Business 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

Daniel Tilbury

Sales Executive

Stephen Williams

Sales Executive

Alan Marsh

Sales Executive

Todd Loan

Sales Executive

John Carey

Sales Executive

Luke Morley

Sales Executive

Duncan Rose

Service Advisor

Chris Anderson

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.

Not completely satisfied this time as correct part was not available, however, this was dealt with efficiently.

Service

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

Service

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.

Service

Friendly efficient staff

Service

Has made the buying experience really enjoyable.

Service

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.

Service

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.

Service

Vehicle properly serviced and thoroughly checked. They even left some unused oil in the boot.

Service

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.

Service

Great service and communication

Service

Everything went smoothly and as promised. Thank you to Jazz for arranging it all

Service

Job done satisfactorily

Service

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

Service

Service very good

Service

smart, courteous, completed when expected, kept informed

Service

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!

Service

No negative comments to detract from 5 stars

Service

I always entrust the care of my car to Vines .

Service

Couldn't find fault. Got the car I wanted and felt I got a fair deal

Service

My bonnet was not closed properly after they did the vehicle health check.... i only went in for a tyre change ! The previous feedback said id get a call from management.... i never did!

Service

Would have been five star but they forgot to fit my new tyres(even though they billed me for them) and I only realised when I got home. Had to organise a return visit.

Service

Communication was poor, information relayed was incorrect

Service

They were very polite and accommodating us

Service

An amazing service making the purchase and finance stress free

Service

Great service from Tony and Nina throughout. And as always reliability trust with the amazing Steve Williams

Service

The service provided by Vines was good even though it was held up by BMW. I am concerned by conflicting results on safety critical items between the Vehicle Health Check and the MOT. It suggests the work carried out is not being performed correctly.

Service

Kept informed of status, job was done, advised of findings and other work undertaken/completed, car returned clean.

Service

Terrible service, car not properly clean, waited for ever,

Service

Very dissatisfied. Customer service is appalling on so many levels.

Service

Car collected early in the day as promised and email and telephone updates given after work had been carried out. Car returned mid afternoon also as promised.

Service

Because the car still runs

Service

Vines continue to provide excellent service no matter who you deal with. It is that which keeps me coming back.

Service

This is my fourth car from Vines & have always found the service A1 with good knowledge of their products.

Service

Very good, just a couple of frustrations that would be easy to fix. For example, when you are selling an approved BMW I believe you should update the iDrive and Navigation maps to the latest version, this just makes sense to me

Service

Great Service Rep although ashamed to say I didn't remember his name.

Service

The overall quality of the work carried out was excellent and done to time, the only thing that let it down was the trying to get in contact with a person ring a number of times no one there and promised to call back but never did had to chase myself

Service

All was great

Service

Polite, helpful and efficient staff; pity about the unacceptably long wait for my vehicle following misinformation about collection time.

Service

at the time i felt the customer support given was excellent

Service

You were asked to look at why the front n/s had worn so badly on the outer edge. You absolutely ignored this and tried to tell my wife it was down to poor tyre pressure. I knew then that is was incorrect and had that verified from another source.

Service

Car could have been cleaner when I picked it up, but everything was fine.

Service

Did routine service and also had rear brake service done. A few days later the change brake fluid warning light comes on which means I have to go back again to get this dealt with. It should have been picked up at the service.

Service

Good feedback on progress on first visit but once problem identified and parts were ordered I had to chase for updates and was given incorrect information

Service

Very prompt and good service. The repair done is excellent.

Service

Vines left me to try and sort out the replacement vehicle with Enterprise. Not only was the hire vehicle representative late, I had to complete the paperwork offsite. The replacement vehicle should have been ready and waiting.

Service

The service was not up to the standard I expect from a quality car like BMW. I gave feedback at the time but I am still waiting for a call from Kait Stannard the service reception manager which I was promised on 3 July

Service

Jasmine (service advisor) was lovely but failed: 1 - Told me the courtesy car had same transmission so by driving it I'd feel difference vs mine. I did! On return she changed storyline 2 - Said technician would call on Monday. 2 wks later & nothing!

Service

Efficient and friendly service

Service

See reason above

Service

All staff were very helpful. We recently bought a new car with Alan Marsh and he was was very helpful this was the second time we have used Alan to purchase a car I would recommend him. A real assist to BMW. Regards Paul Colyer

Service

I had a while u wait brake pad change. The process was very straight forward and completed in an acceptable time. The guest services lady looking after the waiting area (sorry I didn't get her name) was extremely friendly, and helpful.

Service

I have purchased the vehicle under approved used scheme. One of the tyres on the car has an inside tread of 2ml. Upon making request for a replacement I am told this is due to the previous owner negligence and Vines Gatwick is not responsible for it

Service

I have never been to Vines of Gatwick

Service

Easy process, limed video

Service

Lady staffing the pre service desk who greeted customers is a new procedure which was good. She was incredibly warm, friendly and welcoming. 5/5 for her. Staff all pleasant. My only gripe with this dealership is the crazy car parking - not enough

Service

I had to wait much longer than expected for my "while you wait" MOT. Almost three hours.

Service

Even thought parts have been ordered in every time my car comes in they always seem to be the wrong parts.

Service

Car not prepared to bmw used standards. Car delivered with damage to wheels. Warranty issues having to be sorted in my own time. Unable to settle finance as promised.

Service

The only issue was that I delivered the car at 9.30 and asked for the car back at 17.00 but it was closer to 18.00 when the car was ready.

Service

I have filled in the above box re the valeting? The other part of the service was good with the garage collecting and returning the car.

Service

Did what needed to be done

Service

Excellent service from Claire

Service

The Car had mistakenly been booked into the Guildford branch, not Gatwick, Jaz took all this in her stride, rearranged it all for Gatwick and still did it all while I waited. Awesome Service!

Service

The after care after my car was serviced was not the best, the car was not washed and I was surprised as I have had much better service from Vines Gatwick in the past

Service

See the comment above. I do not expect any cost on me to solve the issues I've stated. All should be under warranty.

Service

Kept up to date and costs were as expected.

Service

Everything worked as expected. From loan car to presenting me my car after servicing. Can't fault anyone.

Service

I was totally satisfied with the service I received and was kept informed throughout the day.

Service

Nothing to add

Service

Car's service history has not be updated correctly after two recent services at Vines Gatwick. Third visit to Vines to be arranged so 'BMW Munich' can login to the Car and correct service history record.

Service

Great service

Service

Good communication and service

Service

Good communication and service

Service

Service was done quickly & efficiently.

Service

Easy process, no hassle

Service

Quick and thorougher

Service

Car collected and dropped back as requested

Service

Didn't have any problems/issues with my service and MOT attendance. Price seemed competitive too, although an offer on the MOT price might have been nice if one is combining it with a service.

Service

Always good service from the team, the only BMW dealer I have had a good experience dealing with

Service

Knowledgeable staff, polite courteous and good facilities

Sales

This is my 3rd BMW purchased from Crawley. I have always found them very helpful, efficient and obliging

Sales

Easy process. I have purchased at least 5 cars from Vines.

Sales

Genius is a good idea and very smart relaxed sales space. Really appreciated not being flogged the insurance extras. Very welcoming centre.

Sales

Car was immaculate, looked after and I felt valued as a customer.

Sales

I was updated regularly and Todd was very accommodating with handover times

Sales

Everything worked to plan and I was kept updated with progress frequently.

Sales

All went very well and reasonably quickly even with the finance error.

Sales

Very professional and easy to deal. Very impressed with the help and assistance given to us by the Salesman

Sales

Overalls very satisfied. Expectations raised at start of updates on build progress which didn't follow the whole process but

Sales

Good experience, very helpful (Alan Marsh), flexible on finance terms and worked hard to find the right deal and vehicle

Sales

Everything very good so far, have yet to collect the car

Sales

Superb support from Alan Marsh and the sales team at Vines Gatwick

Sales

Regular updates. Everything was made easy for us.

Sales

I was always attended to within a few moments of walking through the door

Sales

Aftersale , no one brother to help.

Sales

All the staff at the Vines Crawley we helpful, knowledgeable and courteous

Sales

Customer experience is 2nd to none

Sales

The Sales Executive (Mathu) was superb all the way through the process from arranging a test drive, keeping me up to date with the new car build, chasing up delivery of the car when it looked like it would be delayed, responding to emails etc