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OUR CUSTOMER REVIEWS
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5.0SERVICE
4.0Our 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.
363 ratings and 173 comments received in the last 90 days.
15 March 2025
Very happy as always.
14 March 2025
Vines Sales staff knowledgeable, friendly and helpful, highly recommended.
13 March 2025
Expectations met and exceeded
13 March 2025
Sam Oliver listened to our needs from the outset and was very patient in dealing with us throughout the whole purchase. He explained everything very well and has also been very helpful with our post delivery queries.
12 March 2025
The Sales team were attentive to our needs and were professional throughout.
11 March 2025
Good experience - well supported.
06 March 2025
Very smooth and each step explained in terms we could understand
05 March 2025
Stephen went through everything, gave good recommendations and helped me set up the car and made the process easy for me to understand and answered any questions I had. Everyone else was very nice, friendly and professional.
05 March 2025
The buying experience was easy and satisfying at Vines Gatwick. Everything was carried out in a courteous and friendly way.
23 February 2025
The whole team were efficient and very friendly.
18 February 2025
From start to finish i felt very comfortable talking to my sales person Sam.
12 February 2025
I was happy with the whole experience and felt that I was offered a competitive price for both the new Car and my Trade in.
11 February 2025
Amazing customer service from Sam from start to finish. Very smooth and seamless and 100% happy.
04 February 2025
Good service and made everything easy.
20 January 2025
Vines Gatwick provide great sales service. Dan and Clive have fabulous product knowledge and always find the right car for our needs.
15 January 2025
Ordering process was very easy along with the completion of the required paperwork. Everything was done digitally, making the process much smoother.
15 January 2025
This is the second BMW I've brought with James Connelly who has consistently gone the extra mile to provide an outstanding experience both pre & post sale, and handover. I have no doubt I will be using James and Vines Gatwick for my next car. Thanks!
14 January 2025
I was very satisfied with my experience at the BMW Centre during the purchase and delivery of my new car. While delivery could have been quicker, it wasn't a major issue.
14 January 2025
I don't feel that I was kept properly informed about my vehicle and was also given some incorrect information and advice. However the handover process was very satisfactory
28 December 2024
The sales representative was very informative and had a very good knowledge of the product and the functions. He was able to answer all the questions and was enthusiastic about the brand.
28 December 2024
Helpful, good communication, competitive pricing
19 March 2025
Good staff
19 March 2025
Second visit in a row left with a puzzled feeling of not understanding the point of going to main dealer. Recall made and item changed to a different colour. Complete silence after my complaint and request for action through customer service and ....
19 March 2025
I've just told you
19 March 2025
Car was booked in quickly and work was done with no issues
18 March 2025
Callum was very helpful throughout and kept me updated with progress.
17 March 2025
All my concerns about my car were addressed satisfactorily
17 March 2025
Dashboard and cup holder area were not cleaned
17 March 2025
I had no problems although it was a simple routine service
17 March 2025
You did what you said you would do in good time, wee priced and my car was cleaned!
17 March 2025
Efficient service and free wash and vac is always welcomed.
16 March 2025
Service was great and thorough. I'm still a waiting quote for wheel refurbishment and bodywork estimate
16 March 2025
.
16 March 2025
Very good customer service from all staff
16 March 2025
Great service throughout.
15 March 2025
Vin was my represented all the way through the stay
15 March 2025
As mentioned above, it met my overall expectations.
14 March 2025
I have come back to bmw for the service experience And I am very glad I did
13 March 2025
Quality of service is excellent, but it did take a very long time for a visual check, MOT and handbrake tightening to be carried out. Min was great and responsive when I had to reorganise but it would be good to have an estimated time slot for pickup
12 March 2025
Very good
12 March 2025
Friendly and engaging
11 March 2025
Like the video about my cars check
10 March 2025
Did exactly what I wanted in a super friendly and professional manner
10 March 2025
Great service
10 March 2025
Excellent feedback throughout the day from Kirsty and Jason was very professional when collecting and returning my car.
10 March 2025
Excellent customer care
09 March 2025
Everything was done to help get my car through MOT
08 March 2025
As per the above.
06 March 2025
Kept to time as I needed to leave by midday. Comfortable place to sit and wait with WiFi and coffee. Reminder phone call the day before was a nice addition too.
06 March 2025
Job was completed timely and had a complementary car wash.
04 March 2025
Asking to be scored well in a survey is begging.
02 March 2025
The team at Crawley Gatwick was fabulous, they went out of their way to help me. The person that booked me in was off sick & forgot about my appointment & I booked the day off too. Kirsty & the team helped me with my appointment.
02 March 2025
Great staff and great service
02 March 2025
It was a recall so I'm not completely satisfied about paying insurance for a courtesy car. I'm sure BMW can cover a £20 cost.
02 March 2025
Easy to book and prompt service
02 March 2025
Will definitely use next time. Only negative was my car was not cleaned even though I did request this. Not a big deal though.
02 March 2025
I have nothing to criticise or complain about
01 March 2025
Got appointment quickly, service agent was efficient and friendly.
01 March 2025
See above
01 March 2025
See above
01 March 2025
Extremely disappointing - customer experience is driven by tangible actions not just empty words - this dealership needs to do more
28 February 2025
Needed new tyre and sourced quickly
28 February 2025
Na
27 February 2025
Good service all round.
27 February 2025
First class service. From the young lady greeting you at the desk to the young gentleman at the end. Polite, professional and a credit to your company. Provided a very nice gift as an apology for the curtesy car being delayed.
27 February 2025
I find the staff unhelpful. The work was done poorly and due to this it was all an inconvenience for me. Ridiculous wait for courtesy car. Do not give accurate quotes for works..
27 February 2025
Contact from staff kept me informed about what was going on
26 February 2025
Broken Wheel £740+ to replace + Tyre replacement expensive. To buy a tyre from you guys is at a 25% premium from outside a regular tyre service provider. You charge a 25% premium & never have anything in stock so what am I paying for?
25 February 2025
As stated above , please see my response above
24 February 2025
MOT failure handled with tact and helpfulness
24 February 2025
Very organised and easy to use.
24 February 2025
Efficiency, Callum was excellent
24 February 2025
Responsive and good communications
24 February 2025
The service given to the car is good. please note that busy people do not want to sit around waiting for staff to attend to you. There needs to be efficiecy in ensuring the customer can get in and out quickly with people there to ensure this happens.
23 February 2025
Came in for a recall , done in a timely manor
23 February 2025
See above
23 February 2025
The customer service rep - Callum - was very good.
22 February 2025
Upon collecting my vehicle I noticed that one of the warning lights - brake fluid - was still operating. The car taken back to service bay for correcting - a delay of 30 + minutes. Also my dash cam lead was disconnected from unit and car.
22 February 2025
Late in the day to return the vehicle, not a major problem collected the following day
20 February 2025
Great service, price as quoted and ready for collect the same day
20 February 2025
On time and I was kept informed as I was waiting at the garage!
19 February 2025
i was very happy with the service.
14 February 2025
Service competed correctly. Could always be better if cheaper though
14 February 2025
There is no provision for customers to park and there are cars everywhere. On a previous visit my bumper was damaged while at Vines. It was fixed free of charge but if there was provision for parking I believe this could have been avoided.
13 February 2025
Good service but wait time for vehicle significantly longer than advised at booking.
13 February 2025
Great customer service and really like the video.
12 February 2025
Nothing at all could have been improved upon.
12 February 2025
'fixed' the issue Didn't tell me about the nail in my tyre had to find it in the paperwork
11 February 2025
Not a single reason to complain Outstanding!
10 February 2025
Vines staff spot on as usual, it is not their fault my car has had these faults.
10 February 2025
Very easy to leave car and helpful stafg
10 February 2025
the service staff efficiency is exemplary
10 February 2025
Christian was excellent and very attentive.
10 February 2025
Lovely place. Friendly atmosphere
09 February 2025
As mentioned above, Kirsty was very attentive. This is very important.
08 February 2025
Very relaxed and friendly. Excellent service
08 February 2025
Same as before, it worked well
08 February 2025
The jobs done very nicely and good timing. Advisor is very friendly
07 February 2025
I felt the investigation performed by the engineer was thorough and resolved my concern. The noise has not returned!
06 February 2025
The staff made my visit a real pleasure , Callum Warner is a credit to company, very professional .
06 February 2025
Warranty issue dealt with and courtesy car supplied
05 February 2025
Professional job couldn't be easier
05 February 2025
They were polite and prompt to respond my question and fixed the problem very quickly. I can got my car back in the same day.
05 February 2025
See above
04 February 2025
Very satisfied with service provided spoke with Callum who provided me updates throughout the day and also let me know of the costs beforehand and therefore the job was done quickly and efficiently and I was then able to pick my vehicle up after work
04 February 2025
Very easy to deal with
03 February 2025
Kirsty is a great asset to Vines - she gave exceptional customer service, very impressed with her updates and friendly telephone manner
03 February 2025
The service advisor, Min, I dealt with isn't knowledgeable enough about BMW, and had to call over a different person to deal with my further questions about my E90 330i.
03 February 2025
Quick and clear communication.
03 February 2025
Fast service and reasonable price
03 February 2025
I am very happy with the speed of the service, but I am however not happy with the quality of repairs conducted. The door cart is now dirty and also the door pin is not going down properly and simply stuck in one place.
02 February 2025
Other than not being able to answer my questions to total satisfaction regarding the assisted hight beam was very happy.
02 February 2025
The service arrangements were flexible and met my needs
02 February 2025
Kept informed, easy to deal with.
02 February 2025
The service was 5 stars, however I marked it as 4 due to the car wash. The was polish or some substance left on the windscreen therefore my vision was bad in the rain and it won't come off
02 February 2025
From booking, to arrival, collection and servicing of the car was excellent
31 January 2025
As ever service was impeccable
31 January 2025
Good, but left waiting too long to drop off and pick-up due to lack of available staff - some were in a staff mtg
31 January 2025
The rattle fault has not been rectified. Vehicle is less than four months old and this is my third Z4 so I know it's not the wind defuser as I'm being told. Found it in my boot when I got home and the rattle had persisted all the way home.
30 January 2025
They always seem to go above and beyond.
30 January 2025
Staff members were extremely helpful
29 January 2025
Minarti was friendly and helpful. Kept me informed of progress
28 January 2025
The attitude of staff is always exemplary. I knew the cost of this service would be high as it was a major one but there were no nasty surprises.
28 January 2025
Reasons shown above
28 January 2025
Looked after.
28 January 2025
Fine, no issues other than the loan car.
28 January 2025
Receptionist very helpful and polite
28 January 2025
Service experience was excellent and Kirsty who dealt with me was excellent and extremely efficient.
28 January 2025
See answer before
28 January 2025
Very efficient
27 January 2025
Nice helpful people.
27 January 2025
The only problem I had with the the service experience was that Vines couldn't pick my car from my home in Chailey and I had to drive it toa distance that was acceptable to them. I then drove it to my parents-in-law house in Cuckfield where agreed.
27 January 2025
Pleasant efficient staff.
27 January 2025
needed new tyres and was arranged on the same day as my service, so that i could still collect my car on the same day.
27 January 2025
Very easy to arrange. Comfortable, clean waiting area. Helpful admin staff. Service carried out professionally.
23 January 2025
The technical staff were very professional and caring and did a great job.
23 January 2025
Poor costumer service and very high prices, the fact the car was dropped back to me ment I could give it 2 stars. I also found the bonnet not correctly latched on arrival
22 January 2025
I was checked in quickly and efficiently and offered refreshments. Callum Warner gave me the keys and he told me that he had also given the car a complimentary wash and hoover. The car looked great.
22 January 2025
Attention to detail and customer satisfaction.
21 January 2025
Lack of transparency, slow responses and hidden costs not communicated. All the reasons why dealerships have such a bad reputation.
21 January 2025
Staff very knowledgeable and courteous. Courtesy car was almost new and when I queried the cost of the replacement battery for the SOS system gave my a satisfactory discount.
20 January 2025
Not very satisfied, the sales department are excellent but not service. I had to take the car in 2 times in the past 2 weeks, had to speak with 3 different people who do not speak to each other so nothing I asked for was solved.
19 January 2025
Staff are attentive and helpful.
18 January 2025
And the end of our experience. The young man who gave us our keys back said we would be asked about the service but he said Vines would prefer us to say nothing by not reviewing rather than give a 1 star review. Wowsers.
17 January 2025
Tyre quote was allot higher than other tyre suppliers
15 January 2025
Kept up to date with what was going on.
15 January 2025
Excellent service, professional staff, timely repairs, continuous updates.
15 January 2025
Was average nothing special
15 January 2025
Great friendly service from all departments involved,
15 January 2025
The 2 hour service window was exceeded and no update was provided as to why
14 January 2025
My car was MOT'd and washed. When I was seen by Kirsty I received a hard copy of my MOT certificate as well as my bill and the car was brought round to the front for me to drive home
14 January 2025
5 Star Servicing and Maintenance. Customer Service 10/10
14 January 2025
Was a smooth and easy experience
14 January 2025
Very good but bit confused why after the car had its MOT and full service the warning message came on for low tyre pressure on all 4 wheels on my way home. Surely this should be checked for the car to clear MOT and service?
14 January 2025
The customer service was excellent.
14 January 2025
All good Comfortable waiting area too
13 January 2025
Very professional and courteous. Thank you!
13 January 2025
Expertise
13 January 2025
There were some oddities this time round, maybe due to the tech being used it left me confused if my car was completed. However upping getting to the centre my car was completed. Not able to see service history!
13 January 2025
Although only a air conditioning refresh the car was cleaned exceptionally well as an extra.
11 January 2025
Really friendly and had a good experience
10 January 2025
The staff though it might be a bigger issue, they gave an estimate of the cost. It proved to be a little small job and I didn't need tp pay the initial estimate.
09 January 2025
Recieved my car in good shaped and even washed
09 January 2025
Fast and friendly service
09 January 2025
From the phone call to arrange the date to the day when I collected my car, the service provided was excellent.
08 January 2025
No issues with communications and work completed very quickly.
06 January 2025
Very good
06 January 2025
friendly polite team, no hassle getting my service booked in and resolved
03 January 2025
I got there for 08.00 and gave in my car. I wasn't contacted until 17.00. Leaving a message stating that my car is ready for collection by 17.30 when the store closes. You can guess the conditions of the road at that time on Christmas Eve.
02 January 2025
Great personal service
02 January 2025
Always good service
30 December 2024
My service team did reply to email however I felt uncomfortable with the delay in getting any update earlier in the day, so I could plan for vehicle collection!
15 March 2025
An easy transaction with lots of help and guidance. The car was well presented and explained to us