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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.
302 ratings and 161 comments received in the last 90 days.
04 April 2024
Bhaven really looked after me
29 March 2024
I was always kept informed and knew what was happening when. I didn't even have to wait a month to receive my car.
28 March 2024
James was great throughout the process, completely understanding our requirements and finding the perfect solution for us
22 March 2024
Once again, my experience at Gatwick Vines as very good and without any issues.
21 March 2024
James Connelly, as always, was attentive, knowledgeable, helpful and engaged in making sure my husband and I received the best experience possible for our new car purchase.
21 March 2024
Daniel was extremely helpful through the entire process.
19 March 2024
Alan and BMW Crawley have been brilliant
18 March 2024
From the day I came to look for the car Jame the sales person I meet was friendly and helpful. Would recommend for any of my friends to speak to James.
18 March 2024
Daniel was knowledgeable, responsive and answered all my questions. He has been in contact with me following picking the car up and I'd be happy to do business with him again.
15 March 2024
Friendly team, always helpful
14 March 2024
Friendly staff and very informative
07 March 2024
Excellent customer service. Everything done on time and as promised.
07 March 2024
Alan was a pleasure to deal with and everything ran smoothly.
04 March 2024
ALWAYS FEEL LOOKED AFTER BY STEPHEN, HE TRIES HIS BEST TO ACCOMMODATE THE PURCHASE SMOOTHLY.
04 March 2024
Very, couldn't have gone any smoother, I had nothing to worry about, Nathan dealt with everything for me.
02 March 2024
Everything was done for me; switching finance arrangements, handover arrangements of my car, number plates It really was made very easy. How much was Vines and how much was the Centre I am not sure but I am most grateful.
28 February 2024
Very knowledgeable and helpful staff, nice coffee
27 February 2024
Good customer service.
27 February 2024
Orderprocess was efficient and collection was great but i was told the car had wirleess charging but it turns out it hasnt despite the charging bay and symbol present in the car which is for wifi instead. A dissappointment bjut not a deal breaker
27 February 2024
I was happy because from start to finish there was an intention to get me the right car to shift back into BMW again after 15 years of other brands.
23 February 2024
The process was easy and stress free
22 February 2024
Excellent service all round.
28 January 2024
Nathan was faultless in his dealings with us; good discount via CarWow; vehicle delivered when promised.
28 January 2024
Car was ready to go within a week. I was super happy with the service. The young lady was training with him was a sweetheart too(Sorry forgot her name)She showed me all the tech inside the vehicle.On pick up I was anxious&both gave me reassurance
24 January 2024
Very satisfied, the whole process was smooth and fast. I recieved emailed to keep me updated with my purchase and delivery of my car.
17 April 2024
All staff knowledgeable and very helpful. My car was in for a recall on EGR Cooler and I was able to wait and work in the upstairs area while I waited - so much easier than travelling home and returning to collect the car.
17 April 2024
Work carried out In stated time
17 April 2024
Great service all round, and the guy who collected and delivered my car was absolutely brilliant, you need more staff like him, first class
17 April 2024
Lovely staff and they returned the car the same day.
17 April 2024
Was really good car went it for a recall for the airbags and when I came to collect car the glove box was not working Alex got the car back into the shop and was rectified within 20 mins credit where credit is due
17 April 2024
Went above and beyond with an MOT issue.
17 April 2024
Problem addressed first time
17 April 2024
Job done on time, minimum fuss and superb staff
15 April 2024
All staff I spoke to were helpful and friendly.
14 April 2024
It's more expensive than other places.
11 April 2024
Allways plesant and efficient staff
10 April 2024
Again the organisation done by Christoper McPhee was outstanding.
09 April 2024
Satisfied with service
09 April 2024
efficient and timely management of my vehicle
09 April 2024
Gus took care of everything and everything was sorted on a timely basis.
09 April 2024
Good service
07 April 2024
We had very poor communication and were not informed of the cost involved. It took eight days and then the garage wanted to spend more of our money.
05 April 2024
Gregory was very helpful and kept me updated throughout the time my BMW was with them.
05 April 2024
Always a great experience visiting Vines of Gatwick. Friendly knowledgable staff with that go the extra mile attitude. Can not fault them!
05 April 2024
Very happy and could not fault the service.
04 April 2024
Satisfied with their service , but only if they can provide a courtesy car. Because they had my car over 10 days , surely they can do something about a courtesy car ?
04 April 2024
great experience, really helpful, went above and beyond
04 April 2024
Service provided was excellent
04 April 2024
Excellent service with no issues
03 April 2024
No trained technicians available for three weeks. No courtesy car available and require transport to work etc.
03 April 2024
Friendly, efficient, helpful to have car collected/returned/cleaned.
02 April 2024
I have had the highest level of customer service from start to finish by the entire team
01 April 2024
Nothing special.
01 April 2024
Info given on service was concise & clear, however the 2 items I had highlighted for attention under warranty sometime before service were both not completed on day & will need a return visit (seat belt and rear pas' door grommet).
01 April 2024
The service team are great, welcoming and helpful. I know their hands are tied but my car came in for a recall on the egr and when I collected the turbo was wining. The service staff were helpful but now I need a new turbo.
28 March 2024
Good Customer care
28 March 2024
fast, efficient and friendly from start to finish :)
28 March 2024
There was a problem. It was explained to me. The immediate impact was resolved as quickly as it could be. I was then told that steps had already been taken to prevent the problem reoccurring. Happy customer.
27 March 2024
As always I was kept informed of progress and of the work being undertaken.
26 March 2024
Exceeded expectations - even included a video by text of the work being carried out.
26 March 2024
All good
26 March 2024
I was advised that they would not "release" my car to me as it had failed the MOT and the tyre needed to be replaced there are then. I was then forced to replace my tyre at the BMW centre which was over priced.
25 March 2024
Very happy with overall experience.
25 March 2024
Very satisfied, polite and efficient service receptionist, video sent by technician was informative, very comfortable waiting area with coffee and biscuits. Job completed in less time than I was quoted.
24 March 2024
Totally professional.
24 March 2024
Work completed on time, kept well informed.
24 March 2024
Very good once connected
24 March 2024
The initial man I dealt with was arrogant and unwelcoming however one of his colleagues was above excellent and ended up being the person who took me to my car after the work had been completed
24 March 2024
All good
24 March 2024
I waited while my vehicle was being serviced, I was able to some work in comfortable quiet surroundings and the car was delivered to me washed,vacuumed and on time . I was given a video of my vehicle being inspected which was useful and informative
24 March 2024
Poor service from a service
19 March 2024
Always go the extra mile. Gus Tosey was and always has been attentive, supportive annd looks after me ant every stage. A true asset to your company alongside Stephen Williams, who has been my point of contact for over 18 years.
19 March 2024
Exceptional service and care. Nice people.
19 March 2024
Very smooth, and a quick turnaround
19 March 2024
As above - very professional people.
19 March 2024
Excellent five star customer service! Easy to book in. Regular updates during the day - thank you Callum for the comprehensive and helpful vehicle health check. Alexandra at the service desk was very professional, helpful and pleasant.
19 March 2024
I brought the car in as my in-car (iDrive) computer screen doesn't work. I paid for the work, but it is still not fixed. I expect the engineers to have been sure the issue was resolved. I now have no satnav or radio, or bluetooth phone connection.
19 March 2024
I'd give you 5 stars but the car wash is always a bit rubbish!
19 March 2024
As above
19 March 2024
See above.
19 March 2024
Vehicle was meant to be in for one day, but was not collected until circa 11am, and thus Service and MoT carried out too late to complete and return within the day, so return delayed until the following day.
18 March 2024
No issues at all
18 March 2024
I had a question about how to access something in the vehicle and the person dealing with me on the service side got a mechanic to come and explain what I needed to know ..... nothing was too much trouble. I loved the complimentary cleaning of my car
18 March 2024
Did what was needed to good standard
18 March 2024
Very good customer service.
17 March 2024
See answer to Question 1.
14 March 2024
Nice friendly and in professional manner
14 March 2024
Again all helpful and efficient.
14 March 2024
All work completed on time
13 March 2024
Service complete, issues raised resolved
13 March 2024
Good service
13 March 2024
They failed to keep me updated on progress and didn't produce the bodywork quote I asked for.
13 March 2024
Excellent service
12 March 2024
The vines team are friendly and helpful and come across as genuine and the work on the car was all undertaken in the timeframe advised.
11 March 2024
I was completely satisfied
11 March 2024
Quite pleased but wait was a little longer than expected
11 March 2024
Service from Gus Tosey was 10/10. He is personable, efficient and managed to fit in an upcoming MOT saving me another visit. Car cleaning (outside only required) not checked, from inside (?), as significant, obstructive smearing on windscreen.
10 March 2024
Excellent, as always from start to finish, highly recommended!
08 March 2024
auto check in didn't work no one contacted me regarding progress on the car i had to turn up and wait around. the fault i wanted checked was not satisfactorily answered
08 March 2024
Communication poor at the best of times
08 March 2024
Super friendly team, thank you
08 March 2024
Have been using Vines for several decades now - both to buy cars and have them serviced. They are my local dealer and are always helpful and friendly. The servicing of my cars has always been easy and straightforward.
07 March 2024
Arrival and greet was ok, perhaps a better customer qualification was required regarding the loan car. It was an EV and they have range issues
07 March 2024
Very pleased
07 March 2024
I had my MOT check at Vines at Gatwick, requested to be told of any issues while there. I had waited 3-4 hrs, been given the check but been told nothing, then on half my way back to Twells the signals for the brake pads and the tyre pressures came up
07 March 2024
Staff went above and beyond to help
07 March 2024
Did the service required in the time stated
07 March 2024
Highly professional service from front of house and the technician explained everything in a way I understood whilst demonstrating his technical knowledge.
07 March 2024
Excellent customer service, smooth & efficient. Friendly & professional staff particularly the young man I met when I came to collect my car at the end of the day.
06 March 2024
Servicing , collection and return very efficient .
04 March 2024
Again due to above difficulty in getting my instructions understood.
04 March 2024
The service advisors will go the extra mile to provide a top rate customer experience. Will continue to use for servicing, and would highly recommend to others.
03 March 2024
Spoke to Service Department about the issue - car booked in and issue resolved quickly.
02 March 2024
Loved the complementary wash and vac; the video of the car underside (never seen before) was really useful and interesting
01 March 2024
Great team
01 March 2024
Staff very friendly and knowledgable
01 March 2024
Very disjointed experience, would have been better to just deal with one person
01 March 2024
Delivered as promised.
01 March 2024
I worked at Vines on a laptop while waiting. Paulo was very help and got my car returned to me as soon as possible.
01 March 2024
Highly professional
01 March 2024
Very, very welcoming and the guy who I sat with at the desk ran through everything and was straight forward very polite.
27 February 2024
Could have told me about the screw in the back tyre.
27 February 2024
As above
27 February 2024
As above
26 February 2024
Service was excellent
25 February 2024
Service was great.
25 February 2024
N/A
25 February 2024
A plan was put in place to solve my problem
25 February 2024
Needed safety recall work + 2 other things fixed. Serv dept found other problem, I said go ahead. They found yet another prob, said they'd get back with price. Other problem could cost up to £4k. Had I known this first, wouldn't have had any repairs
24 February 2024
Their attention to detail and customer support is excellent. I live in Sutton but still go to Vines of gatwick to have my BMW serviced.
22 February 2024
Had the car for 2 days as waiting for parts and then didn't use them or all of them
22 February 2024
Everything done efficiently with good communication on progress. Extra work added to repaint damaged paintwork on nearside mirror, for which an estimate was given on check-in.
22 February 2024
As always I received very good service
22 February 2024
For the above reasons around getting the car back in a worse state than when we dropped it off.
22 February 2024
Everything was explained clearly to me and work while I waited was completed in less time than I was expecting.
22 February 2024
See above
05 February 2024
Service have not sorted my car, no communication from them, I chase and get told it's being sorted and nothing!
02 February 2024
Service done, no "upsell" pressures, even an apology for not washing it due to sub-zero temperatures!!!
02 February 2024
All good and very good communication throughout.
02 February 2024
I asked for the satnav to be updated & was told it would cost £150 if my memory serves me right & would have to leave the car with the garage overnight,
02 February 2024
My car was unnecessarily off the road for two weeks; there was a lack of communication between your Warranty person & my BMW Warranty Advisor. No 'phone call to say that car was ready when it was sitting in the car park completed.
31 January 2024
The ease, I dropped off my car ot was fixed & valeted a call whe it was ready to be collected
30 January 2024
They were so helpful
29 January 2024
Excellent communication through out Best service I have ever received from any previous BMW centre
28 January 2024
Good customer service. Professional and attentive staff
28 January 2024
Everyone and everything is always first class
28 January 2024
I always get good service from the Service Dept if I need help.
28 January 2024
Satisfied with the work
28 January 2024
Despite the cost, the service was good
28 January 2024
Workshop side very good and they called to say car was on its way back at about 1500. However as it was not back by 1600 I checked the app and found it was in Horsham - not direct route from Crawley to H Heath and got back at 1630 I was unimpressed
28 January 2024
Very good customer service from Gus Tosey when our car was recovered to Vines with tyre damage. Kept me updated and provided paperwork and photos to aid my tyre insurance claim. Much appreciated.
28 January 2024
Very Satisified, easy drop off and collection. Gus was extremely helpful and helped with any questions.
27 January 2024
Devoted a lot of time and effort to resolve a difficult to track down fault with a temperature sensor, keeping me well-informed.
27 January 2024
Experience met my expectations for quality and professionalism.
27 January 2024
The service and staff were excellent
27 January 2024
Just a fantastic service all around
27 January 2024
The staff were all really friendly and professional
27 January 2024
Service was efficient and customer service rep was helpful and friendly.
27 January 2024
Professional and competent.
27 January 2024
I ticked the complimentary car wash but it wasn't done
16 April 2024
Completely satisfied with all aspects