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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 is always very professional
Service, pickup and drop off okay but voucher previously received from BMW for
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
There were lots of complications regarding the purchase of my vehicle
Good service and helpful staff.
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.
Car was ready for collection three hours later than I was told.
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.
See response to question 1 above
Todd Loan. Just the best person to deal with. Nothing is ever to much trouble. Excellent!
Speedy appointment and good facilities
Desk staff helpful and friendly, staff member (Nick) known to me (now not "front of house") made point of finding me in showroom to say hello
I was a little disappointed to be charged for the tire valve breaking off my wheel, I feel a little offended that they accused me of damaging my wheels ( which clearly are not) so instead of getting warranty work on a new car I was billed.
No issues with the works done but poor customer service. Car was kept in for 3 full days for standard service and light change. No communication received throughout. The manager has now offered a full valet but I'd rather not return.
Everything done satisfactorily and on time
Got to love main stealer prices, other than that everything ok
In a attempt to provide a personal service it causing a lot of waiting and unnecessary hanging around that takes from the experience rather than adding to it. Keep it simple!
Both Jazz and Stephen Williams were excellent in making sure I was looked after throughout the process.
The guys at Vines Gatwick were very polite, professional and courteous, probably the best customer service I've received anywhere.
Service requirements dealt with within warranty period and to time. Spotted two tyres where approaching replacement. Duly replaced and car fully valeted on return. Loan car provided during two days of road.
Everything done on time as planned. Would have been 5 stars if the check out process had been fully staffed. To be fair I picked up at a busy time but you should be predicting those and staffing up accordingly.
The same day that I left my car to be fixed the person who helped me, told me that they would call me on the same day before 6pm to collect the car, but that never happened, I didn't get a call on that day or the day after that .
Very good service
I think the pricing of your services are too high.
I recently took my car in for a fluid top up and valet, it took 25-30 minutes to find my car. A guy on the walkie talkie said 'He couldn't find it' eventually my car was found covered in birds mess and pollen.
No problems were identified during the service and the car is still running very well.
I felt they ripped me off. They could see we needed to get home and charged 50% more for a tyre than their competitors.
Sometimes the staff are friendly but sometimes they are grumpy .
I was not fully informed of the service offered or how it related to my agreement and the timing of that. Extremely poor and not worthy of the 1 star.
Everything was done as expected
Very very happy
Unhelpful and profit driven service personnel. Not really interested in customer service. All about the price and nothing else.
Perfect apart from no car wash which is usually provided. I think it was a very busy day.
the task..replacing the tyres was done ok,but the pricing was ridiculous.i complained and the service manager admitted something had gone badly wrong and is going to refund me the labour cost plus vat.
faultless.did exactly what was asked, kept me informed and explained what had been completed.
Excellent care and attention from my Sales Executive.
They collect and deliver my car and the cost of the service is reasonable. They also communicate extremely well
It may take time and sometimes calls don't get responded to as quickly as I would like; they always get the job done and it does seem to be very busy.
I have purchased a number of new BMWs from Vines over the years as they have made me feel a valued customer. As such, they are my first choice when it comes to service and purchase of a new car. Please also see my comments above.
As for my earlier reply
A very long wait while I was told the invoice was being printed. Noone was looking after. Me.
Poor customer service, opaque prices, unhelpful staff, queries not responded to a the constant feeling that all they want to do is take your money rather than support your experience as a customer.
The garage is full of dozens of people walking around, and yet there are only 3 service advisors. The previous time I took the car there for a 1 hour appointment, it took 2.5 hours instead. Clearly all that matters here are new car sales.
Car returned with a piece of seat adjuster left on floor - not attempt to refit it. Tyre pressures set at 1.8bar Front and 2.2bar Rear instead of 2.7 and 2.9 bar. Tyre Pressure RDC warning on. Go and check on the issues with previous BMW YH10OFP
Took a long time to get answers to warranty questions with some still unanswered. Told several times that an issue would be looked at while the car was on the ramp but have had to book car in for another appointment.
Booking in process took ages when dropping the car off
The problem I had was fixed but I asked for the car to not be washed and it was washed and now the paint is damaged and covered in scratches all over which will need to be professionally rectified.
Fixed price service and timely.
So far , everything has been done very well , with courteous ,helpful staff about the place making every effort on my behalf, and therefore BMWs.
From the moment we advised a problem with the car, BMW arranged for technician to come to our house. This was arranged swiftly. Technician was polite and informative. Courtesy car arranged and delivered quickly. Repair made very quickly also.
I faced several issues with your service. See my detailed answer to previous question.
Issue was investigated as requested plus my car received an inspection and was cleaned too. All staff were friendly courteous and reassuring that the fault would be resolved.
Booking incorrect -was for a fault not a service. Fault was recorded on key but was not present on day of booking. Was told that I would have to pay for the analysis, which would most likely be inconclusive. Car is 17 months old! An upgrade was done
The service is great especially at Vines Gatwick. They make you feel welcome and are always helpful
Effective and have confidence in thie MOT being carried out robustly.
Picking my car up at the end of the day took a long time. I was early to collect the car and it took over 20 minutes for my keys to be handed to me.
kept me updated on progress of work on my car
Had to re-book MOT as was told to book "MOT Appointment" for a while-you-wait slot. Turned out to be incorrect information and could not wait around for 6 hours for MOT to be done, no courtesy car available.
The job was really well done.
Refer to dealer principal for details
On arrival helpful guy showing where to park Not too long a wait to book car in On collection brief explanation of bill See answer to question 3 for more explanation of score
The whole experience from my first phone call to Vines BMW, to collecting my vehicle was very poor!
Nothing wrong but the price for a simple brake fluid change is very high
Good initial response. Easy to deal with and agree purchase. A few issues on delivery and follow up.
Absolutely satisfied. Special mention to Luke Morley who was very good throughout the process and handover.
As stated before the customer service lacked after the sale was difficult to find out what was going on with delivery etc
John Carey at Vines of Gatwick had been very informative for months keeping me updated with the development of the new Z4 as my finance contract expires in June 2019 . He was superb in setting up & sourcing me with my new car( M2 Competition).
James Connelly at Vines Gatwick was first class in pre delivery info keeping me appraised of progress. At handover professional in dealing with info on the car and made everything a pleasure
i would have liked couple of additional items on the purchase
experience was very friendly and the deal to acquire a new 3 series took less than an hour - given this is the thrid car we've purchased our expectations were very high and Vines Gatwick BMW did not fail us
Generally the sales process was good.
Very speedy, kept informed and an excellent handover.
Great product (M5 Competition) great BMW team, exemplary. Ever detail looked after perfectly.
dealer never returned my calls or kept me in the loop
Great car. Great customer service. Bought several cars. Like BMW's.
The end to end process from Test Drive to purchase was spot on
fuss free, John Carey and Matthew Ward were easy to deal with and didn't make me feel like I was being given the "hard sell", which I appreciated. John also made a fuss of my 12 year old son who was more excited about the purchase than me! Thanks