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OUR CUSTOMER REVIEWS
SALES
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.
372 ratings and 179 comments received in the last 90 days.
29 November 2023
well presented customer service,everything was explained in detail
16 November 2023
Nathan and Bhaven both did everything they could to ensure this was an easy and pleasant transaction. They were knowledgeable. accommodating and a pleasure to deal with
09 November 2023
Alan Marsh made the process of purchasing a car as easy as possible
07 November 2023
It was a good experience
04 November 2023
No dissatisfaction at all. Some minor delays with delivery but it certainly wasn't the end of the world, or impact our experience in anyway.
03 November 2023
Top class service from the outset. Bhaven was available to answer all my queries regardless of time of day, he replied immediately
03 November 2023
Speedy process and answered all inquiries in depth before purchase. Alan from vines Gatwick went the extra mile to cater to my needs.
02 November 2023
Alan is super helpful, knowledgeable, made great recommendations and I'm super happy with my new car.
27 October 2023
As above Nathan in Sales provided all information throughout the purchase.
26 October 2023
Alan kept us up to date weekly. No questions were too silly!
25 October 2023
Excellent service
24 October 2023
Although the paperwork was a lot - process was made seamless by my SE Stephen Williams. Coming in store to pick my car was a highlight for me. There was even a lovely bow on the car. It was just beautiful. Thanks to Stephen for helping me make best d
23 October 2023
Very nice salesperson achieved the purchase in rapid time.
21 October 2023
Great staff, service and facilities
19 October 2023
Very happy James was knowledgeable about all bmw products and we were able to make informed decisions
15 October 2023
It was great
12 October 2023
Everything was really straight-forward, helped by online signing of documents, and the car itself was delivered quicker than originally thought which was a bonus!
11 October 2023
Alan is extremely professional and knowledgable taking removing any doubts of buying a new car and making it the enjoyable experience it should be.
06 October 2023
Pleased
05 October 2023
STEVE THE SALESMAN WAS SO HELPFULL COULDNT HELP ENOUGH
05 October 2023
I received a fantastic service from Dan. Everything was a lot easier by doing the paperwork online. Everything was explained thoroughly and when picking up the car. This is 4th BMW purchase from Dan.
04 October 2023
Customer service was great from James. Everything was well explained and clear. All my requests were answered and dealt with efficiently.
04 October 2023
As always Vines of Gatwick are so welcoming, never had any issues at all. the team are always there to providing a helping hand and advice before buying any car.
03 October 2023
Kept informed of what was happening, when i could collect the car. All the paperwork now being done electronically is much easier as well.
02 October 2023
VINES BMW in Gatwick was superb from start to finish. Alan Marsh, who dealt with my purchase went above and beyond. Cannot recommend him enough! This is now our third car from Vines in Gatwick and we will be coming back in the future no doubt.
01 October 2023
Alan & Clive were both extremely friendly and helpful. I couldn't recommend them enough
01 October 2023
Friendly knowledgeable staff, ease of requesting a test drive and purchasing/collecting vehicle.
30 September 2023
Very quick delivery
27 September 2023
Everything was ready for us on collection.
26 September 2023
Good service and salesperson
26 September 2023
Extremely happy. given the platinum service and was shown all the controls
21 September 2023
Excellent service
21 September 2023
Could not be happier
20 September 2023
Struck a good deal and delivered against their promises
20 September 2023
Very painless process and we were looked after and time spent with us familiarising ourselves with car
14 September 2023
I was regularly updated as to the progress of the car.
14 September 2023
keeping me up to date with order progress
08 September 2023
very professional at all times
30 November 2023
I was completely satisfied, so I booked another service/ MOT there and then for the future. The team kept me up to date with the process when my car was in. Fully confident they would fix and resolve the issue with ease.
30 November 2023
I was kept informed of the progress and they got the car ready for my requested time of pick up
29 November 2023
No hassle at all kept to their word and looked after my needs perfectly
29 November 2023
Very thorough and helpful staff that took proactive action to resolve the problem and fitted the work in to a timeline that suited me.
29 November 2023
Gus provides a 5 star service in the way he advices and helps in the best way moving forward with any issue
29 November 2023
Satisfied at the time, I've had an issue since with th ecoolant but bmw are helping
29 November 2023
it was a a considerable service
29 November 2023
Wanted to pick up car in late evening, Vines unwilling to lock the key inside, unhelpful.
29 November 2023
Only a brake fluid change
29 November 2023
Everything on time and very polite
29 November 2023
No issues easy to deal with
28 November 2023
Not serviced properly. Warning lights illuminated All tyre pressures incorrect. Replaced key fob battery which was replaced a week earlier by myself.
28 November 2023
As above the service was excellent in all respects
28 November 2023
They were supposed to ring me back and did not. I asked for a slight leak in a tyre to be sorted out. All I was told was that there were no nails in it and the leak is still there.
27 November 2023
Great communication
27 November 2023
Very good
27 November 2023
As above
26 November 2023
As above
25 November 2023
Very good attention paid to all aspects of f the service
24 November 2023
Consistently excellent
24 November 2023
Very helpful employees. Made most welcome on arrival, and car was ready and cleaned when told it was ready for collection.
23 November 2023
See point 1.
23 November 2023
The team work week and are very polite.
22 November 2023
I bought the car from you about a year ago and it has been in roughly 12 times in that time with on going issues leaking boot which was supposedly repair now is leaking again and rattling issues which are still to be sorted
22 November 2023
See above.
22 November 2023
As above
22 November 2023
Overall experience was satisfactory. Kirsty, contacted before my visit and informed me the vehicle was needed for 2 days not the original one day. She also kept me informed about progress of the job and when I could collect the car
21 November 2023
Your customer service is top notch
21 November 2023
I was very pleased with my service.
21 November 2023
Ease of check in. Good communication. Professional customer care.
21 November 2023
Good Customer Service
21 November 2023
Nothing not tol like
21 November 2023
All customer requirements met.
20 November 2023
Nice staff, but parking is a nightmare, that's why I never get my service done there. It's been like this for years and Vines have done Noting to improve this. We can only assume customer care is a low priority
20 November 2023
Short wait, used transportation car to be dropped off at requested spot and quick pickup when requested.
20 November 2023
Overall nice experience.
20 November 2023
Great customer service
19 November 2023
From walking in the main entrance and talking to the very nice and friendly ladies on reception to being invited to take a seat by the very welcoming lady at the service area I was made to feel comfortable the whole time I was there just perfect.
18 November 2023
It appears that the issue has been resolved and the customer service was good
18 November 2023
Good service and communication nothing to much trouble.
16 November 2023
All done on time. No issues,
16 November 2023
I asked for the car service to be finished early - this was done and I got a call at 1pm telling me so, and that they would find a driver to come and collect me. No call for >2.5 hours so I had to walk 45 mins to the garage. Plus don't take Amex.
16 November 2023
As above
16 November 2023
Just would of been nice to know my air bags would take two days the night before when I received a call from the garage rather than when I dropped it off
16 November 2023
Good communications and careful vehicle inspection - spotted a small tyre wall bulge
16 November 2023
Disappointing that the original service as required didn't pick up what would 2 days later be a major problem - but possibly that's just life.
16 November 2023
Good to deal with at all times
14 November 2023
After many years of help,service and great attitude. Never found a fault.
14 November 2023
x
13 November 2023
Notified in good time by SMS and picked up car which had received a complimentary wash and cleam
13 November 2023
Vines did what I asked of them
13 November 2023
No issues
13 November 2023
First class, no complaints
08 November 2023
Everbody I dealt with from booking the appointment, to drop off and collection gave good customer service.
08 November 2023
Asked for a quote for front brake pads and was quoted £270. In the afternoon I asked to add the brake disks to the quote and was given a price for the pads of £370 instead of £270.
08 November 2023
No problems throughout
08 November 2023
very helpful and polite
08 November 2023
Poor communication. Rude, arrogant staff
07 November 2023
Good communication and far fixed professionally.
07 November 2023
As abkve
07 November 2023
No issues or delays
07 November 2023
Please see my previous comments on why I have given this scroe
07 November 2023
As previously mentioned
05 November 2023
as per the answer above
02 November 2023
was told car would be available at 12:00 and heard young lady speak directly to the service department - arrived at 12;15 to collect car which i had seen outside, washed ...to be told MOT had not yet been started. Car not ready until 13:00
02 November 2023
The post service was of the care was not to the standard I expect from BMW. The wheels were not cleaned properly.
02 November 2023
Courteously looked after from booking to completion. We'll managed communication.
02 November 2023
Excellent service from Alex who helped me reset my car on app and was extremely patient with my limited skills
02 November 2023
See above. I do appreciate that things can happen but I had explained that it was vital my car was ready. They should have managed my expectations and said there was a chance it may not be not say it definitely would be!
31 October 2023
I needed a few items checked out but was told I'd need to rebook the car in at £150 per item to be checked, again not great service in my opinion from a premium brand car manufacturer!
30 October 2023
Everyone I met, and continue to meet, at Vines of Gatwick are always willing to help in any way that they can and with a smile. Recently in for a service and the complimentary car clean was very appreciated also!
28 October 2023
MOT and service carried out perfectly.
27 October 2023
As per my answer above
26 October 2023
Good service
25 October 2023
Quick turn round Kept updated Given excellent video from Joshua at Vines Gatwick on repair and things to be aware of .
24 October 2023
Can't get over how expensive BMW main dealer prices are.
24 October 2023
As above
24 October 2023
It was an easy and comfortable experience
24 October 2023
Fast, efficient, as usual.
24 October 2023
All items covered without question in friendly manner
23 October 2023
See above.
23 October 2023
For the same reasons as above
22 October 2023
Quick fix for a service recall
22 October 2023
Easy to deal with teams, good communication throughout
18 October 2023
Some confusion on quoted price and actual price but was sorted when queried
17 October 2023
I'm satisfied apart from waiting longer than told
17 October 2023
Excellent communication throughout the day on progress and collection of the car once complete was very quick and easy.
17 October 2023
Everything was done as expected
14 October 2023
Everyone I dealt with was really pleasant. The issue I have is the cost
14 October 2023
Service completed on time
12 October 2023
Been looked after well
09 October 2023
Your service activities agreed with what I thought was needed. You did exactly what was required, including recall EGR cooler checks.
09 October 2023
Call to Greg who also managed to sort out the software update problem. Tank you
07 October 2023
Excellent service.
06 October 2023
Same as always, no issues.
05 October 2023
The see it now video is very informative. Also my car is always returned nice and clean.
04 October 2023
I had issues contacting service department, took 3 attempts waiting for more than 20 minutes on 2 occasions. Took car in for warranty repair, initially booked for stay and wait, on arrival told it'll take 2 days and no form of transportation.
04 October 2023
Going through a central switchboard was very frustrating
04 October 2023
Requested on app that car is not washed, car was washed.
02 October 2023
First class
02 October 2023
Sadly this was not fun for me. On the day the car failed it's MOT, I was told I would get a call back to say whether the car was drivable or not. I did not get the call, so I took the train home rather than driving. Was it driveable? I do not know.
26 September 2023
The personnel were efficient , informative and helpful
26 September 2023
Friendly and efficient - felt valued.
25 September 2023
Great service
25 September 2023
Very satisfied
25 September 2023
When my car is as it was prior to having air bags changed I would not recommend or give any stars
25 September 2023
The air-con work was done well and the car was returned well cleaned.However,the new parts necessary,as anticipated,on inspection,had not been ordered in,so a new date had to be fixed when your diary was congested and I could not do the first date.
25 September 2023
BMW gave me a courtesy car, as soon as they found out that my insurance company had left me without a vehicle to use whilst my car was being repaired. This was a life saver. They also arranged for my MOT at the end of the repairs. Amazing service!
25 September 2023
Always very polite, always ring to confirm appointment. I do sit and what appointments and get the car back within 3hrs.
24 September 2023
A very professional way to meet the customers and treat them.
24 September 2023
Welcoming and efficient
23 September 2023
Work done professionally, good information given on work to be provided
21 September 2023
Excellent customer service
21 September 2023
I booked the service through the my BMW app, this is such a convenient way to book and choose a date and time that suited me.
21 September 2023
Very good
21 September 2023
Called in for a recall but the parts were not ready, told I will have to come in again, wasnt given a video health check??!!
21 September 2023
Helpful and considerate service
21 September 2023
Friendly staff at branch I used
21 September 2023
They could have given a more realistic completion time for my MOT at the beginning of the test which would have allowed me to make better use of the time.
20 September 2023
From the moment I stepped into the showroom to the moment I left with my new vehicle, the whole experience of purchasing a new car was made enjoyable.
20 September 2023
Efficient customer service and good value for money.
19 September 2023
It's a shame that I've had to score so low but I'm disappointed as I usually score 5 stars
18 September 2023
The only minor problem with this garage is the shortage of customer parking
18 September 2023
did the job well, did some extras, felt like there was some real service there
18 September 2023
Very professional and helpful
18 September 2023
Service completed and car cleaned quickly when I asked to collect at a certain time
17 September 2023
Staff were very welcoming from the moment I encountered employees. Reception staff very friendly and helpful. Greg booked my car in, was very professional and thorough. I was kept informed of progress, sent a health check video of my car.
17 September 2023
Efficient and good communication. Only reason for 4 stars and not 5 was that my car hadn't really been cleaned that well, and there's too much of an emphasis on bringing hire cars back with the same fuel. I spent over £1k on having a service.
17 September 2023
Kept informed at all times
16 September 2023
Everything was as expected, very efficient. Liked the key drop off machine.
16 September 2023
Great facility, nice welcome. Good auto check in. Issue with updating arrive record in car.
16 September 2023
Great service, on time with very friendly staff.
16 September 2023
I have answered this before, in general Vines have been very good, but on my last visit they allowed me to leave with a mail inserted in a tyre, relying on a message on my telephone which didn't work. In the past an engineer would have discussed it.
16 September 2023
After the car was serviced and washed got a call saying it was ready for collection Polite staff at service desk explained what had been done Got a video from the service staff looking at the underside of the car explaining what break and tyre rlike
16 September 2023
Lady who welcomed me in morning was friendly but then started discussing courtesy car which had never been offered. Service was good but didn't phone me as promised in the afternoon.
16 September 2023
Booked MOT for 1030, got zero communication through the day, phoned 3 times with no answer, no answer following morning to my messages either. Unacceptable, affected my entire families life for 2 days by not having a car and not knowing.
16 September 2023
Very good at keeping me up to date. What would elevate this to 5 stars is personalising the video: in the past I've had a 2min video walk around the car, what work is being done and why.
16 September 2023
The service staff did a good job of replacing all the high voltage wiring and parts. Very expensive in time and materials. Better diagnostic capabilities may possibly have saved some cost for me and BMW
16 September 2023
No problem with service but having, for the second car in a row, issues with the first MOT is totally unacceptable.
16 September 2023
Absolutely appalling, inconsistent communication and being given an unsafe car back after an unfinished repair, disgusting! After 35 years of multiple BMW car and Motorcycle purchases, we are totally disgusted.
01 December 2023
The experience was fantastic from my sales executive at every step. It was fun, which I have never experienced before buying a car- it has sometimes been stressful! Bhaven really is an asset to your team.