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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.

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

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

Easy process, limed video

Service

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

Service

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

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

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

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

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

Car collected and dropped back as requested

Service

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

Service

Quick and thorougher

Service

Kept informed of the progress of the work. Car ready when expected

Service

Ease of booking, convenient location

Service

Everything was as expected

Service

Kait and Mark were exceptional

Service

Slow responses. I had to chase for updates

Service

I was eventually fortunate to meet Mark Peters, who at the very least took the trouble to understand the problem. Sadly no resolution is available so I am stuck with a great car that has non existent Bluetooth use.

Service

AS above - charged more than quoted when booked in - some reduction was made but still more than quoted

Service

Nothing to add

Service

Because of the Ad Blu issue. Surely a technician should have picked up it was nearly empty.

Service

Polite and efficient customer handling on day. Pricing options (ongoing packs) confusing, no Amex, not made aware during call to book of collection/ courtesy car option or that car would be cleaned.

Service

I wanted both rear lights replaced as I feel the snag will come back this winter. Looking at Bimmer post other people have had this snag and have had their rear LED light units replaced.

Service

Service, pickup and drop off okay but voucher previously received from BMW for

Service

Service is always very professional

Service

The surroundings and refreshments are good. However I waited nearly four hours for an MOT/brake fluid change which is too long for Fast Lane. Also had to chase progress and wasn't taken through the results of the MOT despite a nail found in the tyre

Service

Good service and helpful staff.

Service

There were lots of complications regarding the purchase of my vehicle

Service

The person I dealt with was functional. He was uninterested in assisting and wanted to point score. I left feeling that I would not want to deal with a person like this ever again.

Service

Car was ready for collection three hours later than I was told.

Service

Job done

Service

The rattle which the car had been in for a few times is still present. On a previous visit the courtesy car only had 8 miles worth of petrol in. I don't expect the dealer or BMW to pay for fuel but that is very poor.

Service

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

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

Sales

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

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

Sales

Once again great customer service from Matt Ward at Vines however the tech guy didn't seem to know the answer to certain questions and an hour was wasted trying to get Apple Car Play to work. All worked out in the end but he could use more training.

Sales

Our experience at Vines BMW Gatwick has been nothing but exceptional. The Sales Executive (Stephen Williams) went above and beyond our expectations with his knowledge, experience, service, courtesy, patience. We were not stressed or pressurised.

Sales

the service we received from Stephen Williams at Vines was excellent