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One item remains outstanding but this is being dealt with next week...hopefully. Other than that everything was carried out to the usual high standard.
Please accept my apology we do have a central Contact Centre and I will make sure they receive your feedback
Thank you I have noted your comments and as such we have now removed voicemail form the business in order that you can now talk to someone
Compared to previous BMW dealerships i've used for servicing, Vines have been very customer-minded, and not at all snobbish or pushy in the way they treat me. On top of that, it seems i got a software update to the car too - nice to know.
Thank you that is so nice of you to leave such positive comments and we look forward to seeing you again in the future
This time not as good as previous. Firstly, when booking, the gentelman who served me couldn't find any record of my winter tyres in storage - he then found them at my insistance. Secondly, the bonnet was not shut properly after the service.
Please accept my apology for this, we will review this and deal with your complaint
Good facilities whilst waiting and expected service time as planned, no delay.
Thank you and I am pleased you enjoyed our facilities
Just happy with everyone and everything..
We couldn't ask for more than that ! Thank you for your business
Link to video health check didn't contain any audio. I emailed the address on the link to ask if the health check could be re-sent as I was keen to see what the technician had said, but didn't receive a reply. Not a huge deal but a shame.
Please accept my apology, I have raised this with the Aftersales Manager who will be in touch to address this issue !
Easy booking and flexibility in accepting the vehicle (day before)
Sorry for the delay with the Valet, please accept my apology !
They look after their customers - no matter how old or new their cars are. Old in our case.
Thank you for such a nice response, please do not hesitate to contact us if we can assist you further
Good communciation throughout
Thank you, enjoy your car !
Services are carried out very efficiently and my car is always clean inside and out on its return
I am pleased you like the free Wash & Vac we do this too a high standard and lots of our customers like this.
Issue was dealt with very quickly and efficiently
Thank you !
Very proactive and helpful
Glad to hear, we do appreciate your buisness
Again I've had to deduct one star ( see answer to question 1 ). However, your Aftersales Manager has made every effort to put things right and I feel sure you will be edging ever closer to a 9 or 10 / 5 star rating at the next satisfaction survey.
Please accept my apology for the poor communication I trust our Aftersales Manager will resolve this for you
As explained above complete lack of communication left waiting and wondering when my car would be ready with a valid MOT.Before be given the loan car I was told that I could take my car home over the weekend even though it had failed its MOT.
Oh dear there seems to be total confusion here I will ask our Reception Manager to call you please accept my apology
Incomplete work, no follow up and slow communication.
Please my apology I will ask a member of our team to contact you direct in order that this is resolved
Efficient, timely, friendly service
I appreciate your response and your positive comments
They did what they said and the car was pristine when we picked it up after the work had been done
Great news thanks for your business
Everything fine apart from one very minor omission: tyre pressure monitor not reset after two new tyres had been fitted
Please accept my apology for this it was an error on our behalf which I personally apologise for
Thank you for your response it is appreciated
Was well informed about additional work to be carried out. When collecting the car was quick and easy payment process.??
Easy to do business with, thank you
courteous and professional service at all times
Thank you for the positive response, I do hope you enjoy your car
Car was worked on to a good standard. Personnel in the garage disappointing
Please accept my apology I have no idea why this has come about I will ask for this to be changed
Comfortable environment to wait in; friendly and efficient staff, and everything done within promised timescales
Thank you for your positive views on our business
Previous visit for recall work had left paint primer on interior and exterior of car. This was supposedly to be removed whilst car was being serviced, but left interior marks which required further work and painting when I arrived to collect the car.
Please accept my personal apology for any inconvenience caused I have arranged for our Aftersales Manager to call you, Mr Graham Walker in order that this is rectified to your satisfaction
On time collect and return. All prepaid so free at this point
Thank you for your response !
Pleased with the service but a little frustrated that I could not be given an invoice. I am on the BMW Service Inclusive package and I would like to know whether or not I am getting value for money. At a previous service an invoice was produced.
Please accept my apology with Service Plans the invoice is produced for BMW UK will see if we can obtain you a copy
I was disappointed that nobody checked that everything was working after the software upgrade. My Bluetooth is not working and I don't have the time to bring the car backas it Means taking a day off work.
Please accept my apology that your Bluetooth has stopped working I will arrange for our Aftersales Manager Mr Graham walker to contact you in order that this is rectified
Quick and excellent service.
the service team are exteremly helpful on the phone and go out of their way to make everything easy. I'm disbled so needed an automatic loan car. They arranged a mini as no bmw's were available on the date my car was due to go in.
Thank you for your positive comments!
I give this score because of some misunderstanding in the booking process
It is regrettable that there was an error in the booking process please accept my apology for any confusion
Phoned, promised a call back, got none. Had to visit in person, left to wait for 30 minutes before anyone would talk with me. When work eventually starts it is good but the lack of communication and need to visit in person to get any response is bad
Please accept my apology this is totally unacceptable that we didn't return your call, I have asked our Aftersales Manager Mr Graham Walker to contact you in order that this is rectified
My experience was satisfactory without being exceptional, no better than other German car suppliers.
Thank you for your response it is regrettable that we have not exceeded your expectations
BMW is a very reliable product, but most dealerships let BMW down. However, Vines of Redhill have exceeded my expectations and three other BMW dealerships have made me consider selling all BMWs I own!!
Thank you for your comments regarding our Centre !
My experiences at Vines are generally 5 stars. Many of the staff know me and I am always well looked after. On the most recent occasion a new member of staff tried to up-sell me a tyre I didn't need. I'm sorry Alex decided to move to Audi.
Thank you, we will only sell you what is required in order that you can make an informed decision, please accept my apology for the misunderstanding
Always friendly and attention to detail is paramount from Vines
Everything was dealt with efficiently.Wait time facility was very comfortable.
Glad you liked our facility, thank you
All very trouble free
We like to make business easy !
Overall this was not the seamless experience that has been effortlessly offered on previous visits.
Please accept my apology this has now been dealt with at our Customer Service Centre
Wheel bolt issue with previous works. Satisfied after a number of conversations and resolution
A good job well done.
Thank you for your comments!
This is aimed at Vines of Redhill only. Lack of communication when my vehicle was recovered there following a collision on the M25. I must have made probably between 20-30 calls during a 4 week period and most of the time, no one called you back.
Please accept my apology this is not acceptable I will ask our Aftersales Manager Mr Graham Walker to call you
Difficulty in getting to speak to servicing by telephone.Lack of communication for 24hrs. said to be due to telephone problems.
We have had some new staff however there is no excuse, our staff are fully trained and they should return calls please accept my apology !
Very good service
Thank you for the 10 out of 10
I am and have been very satisfied with attitude of and the service provided by the staff members I have dealt with.
Great news thank you for your business
Nice personal approach, very smooth dealing with staff. Lovely coffee!
Everyone loves our coffee please call in any time and treat yourself to one !
The service rep was clear and precise about the car. Feedback post inspection was very helpful
Great news thank you for the response
Excellent sales & service staff.
Thank you !
Polite and and helpful service staff.
Thank you for your loyalty to our business it is appreciatted
Very helpful and attentive staff. The Technician who carried out the work (Jim) even spent time explaining how everything operated. Service could not have been better.
Thank you for your business and if we can assist further please do not hesitate to contact us
Nice to know and thank you for your business
received quickly and service delivered on time including car wash
Thank you for your response, please do not hesitate to contact us if we can assist you further
The promised call about collecting the car never came
Please accept my apology, this is unacceptable I have raised an internal complaint and Mr Graham Walker our Aftersales manager will contact you direct
Car runs extremely well- no problems.
Thank you !
Was very impressed with the workshop video of the examination of talk through of my vehicle. Very informative.
Please accept my apology that no one returned your call this is being investigated. However I would like to say thank you for your business
Ready availability of Staff. Professional approach, Knowledge of Product,Pleasant demeanour of all staff encountered.
I appreciate your positive comments regarding our Centre, thank you for choosing Vines Redhill for your Aftersales requirements
As explained above.Extremely dissapointing. Will not be using Vines Redhill again or recommending them. Bought car for Spire (Kentish Town). Excellent level of service from them.
Please accept our apology I will ask our Aftersales Manager Mr Graham Walker to call you in order that this is rectified for you
Everyone was very helpful and welcoming- we were treated with courtesy and respect at all times and we were very impressed with the service provided. there's a lot of competition out there and the small attention to detail puts you ahead of the game!
Glad we could help you
Always polite, accommodating with a lovely clean and pleasant customer mezzanine level waiting area.
I am pleased your experience was enjoyable, thanks you for selecting Vines Redhill
All happened seamlessly. No waiting to check the car in (unusual) and all service items addressed first time. Elected to arrive early to collect the car so enjoyed the waiting area. Car cleaned well before return too.
Pleased you enjoyed the experience, thank you for your business and your kind comments
The service was smooth and staff accommodating. I needed new tyres but BMW came out far more expensive than a quote I had received externally for exactly the same product. BMW just couldn't compete on cost.
Thank you for your response, please be aware we will always try and price match where possible
courteous service but marked down because this is the second time I have taken the car in and they have not got the correct part in for a pre-booked service and I have had to come back again - they twice blamed fact it was an older model ...
We do operate a first time first fix process sorry this was not achieved on this occasion !
Service carried out OK but delay in completing it and handing car back.
Please accept my apology for the delay sorry various things just didn't go to plan that day
Booked a waiting appointment by phone. When arrived there was no mention of waiting so had to be fitted in. Thanks to Elliot and service department for fitting me in
Yes sorry we can only be honest there was an error on our part I am pleased we managed to fit you in !
I specifically brought my car in for service before it was due, as the windscreen washer jets were blocked (which I said when booking). When I picked up the car I was told that they'd mostly cleared them. One squirt later they stopped working again.
Oh dear please accept my apology we will rectify this for you
Friendly efficient staff, good quality repair st s reasonable price
Thank you for your business
The service was carried out on time and within the forecast time span - the car was also washed
We do experience cars with cracked wheels form time to time and we do have a set process to measure the impact the wheel has received , regrettably your wheels are outside the tolerance
Very professional staff. Kept contact during the whole time from order to handover and was always able to help out with any questions that I had.
Thank you for purchasing your vehicle from Vines, if we can be of any further help please do not hesitate to contact us
Very knowledgeable salesman with a pleasant manner. Pleaseing pemesis
Thank you for your response and for selecting Vines Redhill for your new car purchase. Please do not hesitate to contact us if we can be of any further assistance.
Vines (Michael) was very good in getting the car I required in the timescales I needed it and kept me up to speed with updates etc
Thank you for your opinion it is appreciated, I do hope you enjoy the car !
delivery itself was ok but timing of delivery was 6 weeks delayed.was presented as a matter a fact rather than with apologies but delivery time was very different from initial indications.
Please accept my personal apology form time to time we do experience delays in our products, although we do try and keep this to an absolute minimum
A very good experience, Jolie was very helpful & a credit to Vines Redhill.
I will pass on your comments and thank you for your business
All necessary information and paperwork provided efficiently, politely and promptly.
Thank you for your response and do enjoy your new car the specification looks great
Great deal and informative.
Enjoy your new car and thank you for your business
I thought the young lady Fay was lovely and couldn't do enough to help me.
Thank you so much I will pass on your comments to Fay !
Staff there where great, They are a credit to your Business. Both Kirsty and Brian where suburb.
Thank you for your positive comments they are appreciated
Thank you enjoy your new car
The service was seem less and professional
Thank you very much for your comments I do hope you enjoy your new car !
I ordered the car to my spec and requirements with no hassle and in fact the car was delivered early exactly how it was ordered.
Thank you I hope you enjoy your new car !
Totally satisfied, was notified the whole way along on the status of the car and was on hand to answer any questions or queries i may have
Thank you for your business and should you have any other questions please do not hesitate to ask