although a resolve was not established, a follow-up call has kept the issue open
the service was extremely expensive for an oil change and the account was not explained very well, along with the service assistant trying to phone me when I was actually in your lounge area and never even left a message to say the car was ready.
They acknowledged me by my name as l drove in shows early planning There was no waiting however that may be as l was the only one there The real test will come when i book for a full service due soon
The end-of-warranty check was carried out and the vehicle returned in a clean condition. I was offered various other services which I did not take up.
They were extremely professional and couldn't have worked harder to find and solve the issue.
Everything done as asked and excepted. Service advisor very pleasant and helpful.
As soon as I drove in a man greeted me and guided me where to go , the service department where excellent
I'm a vehicle technician so when I picked my car up I was wearing my overalls, when I was asked If i need any help there seemed to be a little disbelief that I was there to pick up my car.
Vines is a great ambassador of the BMW brand and it fulfils all the customer expectation and aspirations of this marque.
The customer service we got after the service a was very poor, she didn't show any interest of supporting us ,for first time disappointed with the service at customer service.
Courtesy car ready for collection. Marked down as car hadn't been cleaned, and had virtually no diesel in it.
They did everything asked of them, within the agreed time.
A great family run company who know how to treat their customers.
Asked to investigate a noise which they have not (pretended it was not there), asked them to update the infotainment system as the traffic information on the radio is stuck on at full volume but nothing was done
Efficient booking system. Really liked the video update
I was not charged for replacing the faulty valve
Work was completed to a high standard. James and Dominic were both very helpful and very professional
The work was done quickly, with a minimum of fuss, and I dealt with pleasant staff.
Rushed recall so they didn't have to pay for the hire car. Sat nav doesn't work and trim not replaced in boot so return visit required
Very satisfied with primary reason for service, but still waiting for a quote to fix a rear mirror and was never asked about solutions for the time I was going to be without a car.
Work carried out incorrectly had to return to have it looked out.
Customer was good and especially like the car being collected. The main problem was fixed but have had an on going problem with an annoying squeak when the car goes over bumps, still not fixed.
Car washed even though it was just for a new tyre to be fitted
Although the work set out was completed well, there is still outstanding work to complete which I hope we can agree a good price.
Satisfied to the extent that the fault was fixed within timescale given and seems to have resolved the problem. Unable to give 5 stars, as earliest vehicle could be booked in from notification of the fault was approx. 1 week and no c/car was offered
Would have given 5* but did not received the promised follow up call. A scratch was noted on the bumper which was reported and was told by Ms McGrath to expect a call from manager, which never happened.
I had the chance to meet with the Head of Business Mr Chambers. Once again I was very impressed with the level of service. Please pass my sincere thanks to the following staffs Jean ( receptionist)Barnaby Pittingale , Steven Cooper & Vincent Bull.
friendly, helpful and made to feel nothing is to much trouble
I asked for the body shop to quote for a scratch repair. It was noted down when I booked the service and again when I dropped the car off but not done I was kept waiting for nearly an hour on collection even though I had been told my car was ready
While you wait service new to me BUT a superb system - well managed and conducted by excellent staff
We were extremely satisfied with the service we received at Vines. Everyone was polite and professional, keeping us updated. We dealt with Paul Martins and Sarah Oickle who were a pleasure to deal with. We will definitely use Vines again.
Still waiting on a call back and when I queried the service interval (12000 miles) was told that's because you do small runs so interval services will be sooner. If I'd said I'd dine long journeys I'm sure I would have been told the same thing!
The service element of my visit appeared to be efficient and required
The jobs where completed as discussed and to a high standard and I was informed and shown the results to check I was satisfied
They were unable to fix my air conditioning and nearly 3 weeks later I have still not had any follow up to get it fixed. This is very poor service and I expect better from BMW. The fact that we have had such hot weather has compounded the problem.
The reason I was there, the work on the car was done and in the time I was told it would take.
Been lied to about the condition of my vehicle after having wasted my time by keeping my vehicle in for more than 4 days. Without carrying out proper diagnostics, then told me my Approved Used BMW warranty basically covers nothing.
Expensive and slow service.
Service was excellent starting with booking procedure, Reception on delivery of the car and then the service receiver who was most helpful. After service cleaning of the car is always greatly appreciated.
Good experience, professional and kind service - only slight downside is would have prefered to Test drive car for the 24 hr period and availability of models - e.g. I want a petrol X3 - hardly any to test drive.
There were no issues with the service, and the car came back cleaned inside and out. the only minor was that it took about 30 minutes loner than I was told.
Initial "screw up" by dealer. Rectified satisfactorily - eventually.
There has been a change of staff who are now rude and unhelpful . The previous sales staff and service staff were excellent. I would not wish to use the Branch again unless I had to.
It was very refreshing to have such a pleasant experience. We have been using bmw for over twenty years ( at other dealerships) and this was the best that we have used by far. The site seems to have sufficient customer parking, unusual we have found.
Everything properly explained and carried out to time. Good attitude.
Quick, efficient anfd friendly servicing.
The issue was dealt with under guarantee. Completely stress free experience. All was arranged and dealt with whilst I was on holidays. Amazing customer service and peace of mind.
Nothing was too much trouble for the staff, Paul and Elena could not do enough for me
The staff is very polite and knowledgeable, however, they seem understaffed and it takes them a too long time to come back.
I went to have a change of wheels (winter to summer) and they fitted in a service to avoid having to return another day.
Pleasantly surprised at their time keeping, I thought they would've had to keep my car longer for the job it was booked for. Also, the team are great at communication and have all the basic expectations covered.
Everything went swimmingly.
Related to the experience
The service that we had from Rob Staines and Graham Pope was excellent. They were both very knowledgeable and nothing was too much trouble for them. Very polite and friendly service from both of them.
Prior to my visit to Vines I had a battery issue while away on business. Vines agreed to charge the battery and leave the vehicle on test for a week - however this did not happen due to Vines not having a working charger. Diagnostics outstanding
Pleasant efficient timely
The service staff were polite and listened to any comments I had. The service was completed on time while I waited in the customer lounge which was clean and tidy with good facilities.
Generally good , only let down was difficulty in staff locating my car on collection after the service . It took approx. half an hour for staff to find where they had parked my car . Only other slight let down , car could have been cleaned better .
The service was generally straightforward and efficient, with friendly, helpful staff helping the process.
General feeling like I wasn't important and it I had strolled in in a posh suit then I would have been dealt with in a better way which is not how things should be.
Service was completed in lower than quoted time, staff in car park (even in the bad rain) helped parking and navigating around the site easy.
I had to make several follow ups just to get responses to my emails and questions. On collection of the vehicle, the person assisting my pregnant wife stood and watched her trying to take out the child seat from the loan car and carry it to our car.
paperwork needs to be streamlined and to hand when needed
Very satisfied with Jolie friendly approached . Knowledgeable about the car and make me feel comfortable with my new car.
We ended up rushing to meet quarter end deadlines, resulting in some confusion on paperwork and vehicle delivered to my home. Not the end of the world but I woluld have preferred to collect it and experience the collection process.
Vines of Redhill
Reigate
