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Not completely satisfied this time as correct part was not available, however, this was dealt with efficiently.
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
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.
Friendly efficient staff
Has made the buying experience really enjoyable.
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.
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.
Vehicle properly serviced and thoroughly checked. They even left some unused oil in the boot.
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.
Great service and communication
Everything went smoothly and as promised. Thank you to Jazz for arranging it all
Job done satisfactorily
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 very good
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!
No negative comments to detract from 5 stars
I always entrust the care of my car to Vines .
Couldn't find fault. Got the car I wanted and felt I got a fair deal
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!
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.
Communication was poor, information relayed was incorrect
They were very polite and accommodating us
An amazing service making the purchase and finance stress free
Great service from Tony and Nina throughout. And as always reliability trust with the amazing Steve Williams
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.
Kept informed of status, job was done, advised of findings and other work undertaken/completed, car returned clean.
Terrible service, car not properly clean, waited for ever,
Very dissatisfied. Customer service is appalling on so many levels.
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.
Because the car still runs
Vines continue to provide excellent service no matter who you deal with. It is that which keeps me coming back.
This is my fourth car from Vines & have always found the service A1 with good knowledge of their products.
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
Great Service Rep although ashamed to say I didn't remember his name.
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
All was great
Polite, helpful and efficient staff; pity about the unacceptably long wait for my vehicle following misinformation about collection time.
at the time i felt the customer support given was excellent
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.
Car could have been cleaner when I picked it up, but everything was fine.
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.
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
Very prompt and good service. The repair done is excellent.
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.
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
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!
Efficient and friendly service
See reason above
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
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.
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
I have never been to Vines of Gatwick
Easy process, limed video
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
I had to wait much longer than expected for my "while you wait" MOT. Almost three hours.
Even thought parts have been ordered in every time my car comes in they always seem to be the wrong parts.
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.
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.
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.
Did what needed to be done
Excellent service from Claire
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!
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
See the comment above. I do not expect any cost on me to solve the issues I've stated. All should be under warranty.
Kept up to date and costs were as expected.
Everything worked as expected. From loan car to presenting me my car after servicing. Can't fault anyone.
I was totally satisfied with the service I received and was kept informed throughout the day.
Nothing to add
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.
Good communication and service
Good communication and service
Service was done quickly & efficiently.
Easy process, no hassle
Quick and thorougher
Car collected and dropped back as requested
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.
Always good service from the team, the only BMW dealer I have had a good experience dealing with
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.
Genius is a good idea and very smart relaxed sales space. Really appreciated not being flogged the insurance extras. Very welcoming centre.
Car was immaculate, looked after and I felt valued as a customer.
I was updated regularly and Todd was very accommodating with handover times
Everything worked to plan and I was kept updated with progress frequently.
All went very well and reasonably quickly even with the finance error.
Very professional and easy to deal. Very impressed with the help and assistance given to us by the Salesman
Overalls very satisfied. Expectations raised at start of updates on build progress which didn't follow the whole process but
Good experience, very helpful (Alan Marsh), flexible on finance terms and worked hard to find the right deal and vehicle
Everything very good so far, have yet to collect the car
Superb support from Alan Marsh and the sales team at Vines Gatwick
Regular updates. Everything was made easy for us.
I was always attended to within a few moments of walking through the door
Aftersale , no one brother to help.
All the staff at the Vines Crawley we helpful, knowledgeable and courteous
Customer experience is 2nd to none
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