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OUR CUSTOMER REVIEWS
SALES
5.0SERVICE
4.5Our 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.
322 ratings and 163 comments received in the last 90 days.
23 April 2025
Great to deal with. They always try to do their best for me. I can rely on James to help me day or night whenever I have an issue.
18 April 2025
Bhaven ensured I was kept up to date through the whole process, even got the car to me earlier than expected
17 April 2025
Bhaven went beyond expectation to help get every thing sorted
15 April 2025
I was well looked after and kept well informed of the progress of my vehicle from start to finish - couldn't fault Vines of Gatwick.
09 April 2025
Everything went very smoothly
07 April 2025
We've been in touch with Bhaven from Vines of Gatwick, Crawley, and the entire experience has been excellent.
04 April 2025
I CANT STOP SMILING :)
03 April 2025
Arrangements professionally conducted.
02 April 2025
Sam in regular contact throughout order process with great handover experience on the day
02 April 2025
I was update with timings when my vehicle was being delivered. If any paperwork was required I was talked through the process
01 April 2025
Very knowledgeable
30 March 2025
It was perfect from start to finish. The surroundings are very nice we felt very special. And the handover bay and reveal is a whole new level, I've never experienced anything like that before.
28 March 2025
They made everything special about the process. The delivery was exceptional, and my family was super happy with everything..Chris and Elisha really went above and beyond with every aspect of the purchase and delivery!
28 March 2025
Felt very welcomed by Stephen and the entire Vines Gatwick team, as normal!
26 March 2025
.
25 March 2025
Same as above the customer service by Elisha was outstanding. A true asset to the company. The car came in so quickly. Also the best hand over we have ever had by far, Puts Mercedes to shame.
23 March 2025
We would like to especially thank our sales executive Nina, our process was excellent.
21 March 2025
Communication, handover etc all were great
21 March 2025
Everything was delivered as I expected
15 March 2025
Very happy as always.
15 March 2025
An easy transaction with lots of help and guidance. The car was well presented and explained to us
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.
01 May 2025
Disappointing communication on updates, and also a reflection of the above statement.
29 April 2025
The car was returned stating the work had been done. The car had also been washed and cleaned,.
29 April 2025
Efficient and friendly
28 April 2025
Seamless from booking to repair and carried out as informed at the cost quoted.
27 April 2025
Efficient, friendly service
27 April 2025
Took time to understand issue, investigate and order in required parts. Helped with collection time so I could attend meeting.
27 April 2025
Everything provided as expected, no issues and very professional at all times. Repairs carried out promptly and complimentary wash and vacuum is a simple touch that makes a big difference.
24 April 2025
Very easy to get to, staff were very friendly and helpful
21 April 2025
The MOT /Service reminder / booking process went very smoothly. I would have liked a collection / delivery service if one had been available. Kirsty was very helpful answering my questions when I collected my car.
19 April 2025
Easy booking
16 April 2025
The service and communication was good throughout the customer experience.
15 April 2025
Kept me advised of service and other repair requirements.
12 April 2025
Had an airbag recall, handled it smoothly
10 April 2025
Excellent service
10 April 2025
The staff are very informative and keep you updated with what's happening with your car
10 April 2025
Top customer Setvice
10 April 2025
Great customer service.
09 April 2025
Timings were a little out otherwise would have been 5 stars
08 April 2025
1 star missing due to 15 minute wait at the service desk when collecting the car (4:30pm on a a Thursday). Not enough staff available
08 April 2025
No issues were too big
08 April 2025
Was all good apart from the quote was double the price of local garages which also would've used OEM parts - I expect to pay more at BMW but double the price for the same parts is way too much.
07 April 2025
Dealt with promptly and courteously
07 April 2025
Friendly staffs Provide required information
06 April 2025
Difficult to contact on the phone
06 April 2025
The work was carried out quickly. The car was cleaned for free and I got a phone call to let me know that it was done earlier than expected.
06 April 2025
Service manager organises work to be completed to highest quality
06 April 2025
Can't fault it
05 April 2025
Very happy.
04 April 2025
I was served by Kirsty . She was very polite and professional . Kirsty has provided best possible customer experience and help me go through with the whole process of car check .
04 April 2025
5 stars always
03 April 2025
Great service
02 April 2025
Car taken in on short notice. Repair seems to have worked so this good. But see above points as customers experience average although individually very pleasant team.
02 April 2025
Satisfied, know what they are doing and get it done.
01 April 2025
The results were good and the service very good. Though the phone system feels like it could do with a restructure.
01 April 2025
Always helpful
01 April 2025
Two wheels damaged during the service, photographic evidence from my car by both myself and the service advisor prior to the work being done has been provided on the day, but still waiting to hear back how to resolve this.
01 April 2025
everything done as i was told it would be
31 March 2025
Issue with car, resolution not satisfactory so I went else where to get things fixed
29 March 2025
Car was returned on time, and very nicely cleaned
29 March 2025
Sorry forgot her name , she delt with my car . She was super helpful and supportive Highly recommend
27 March 2025
Excellent customer service from Kirsty, very polite and friendly, kept me up to date with progress..
27 March 2025
No quibbles, dealt with the issue, kept me informed about progress and did a health check. Super team.
26 March 2025
Kirsty kept me informed all the way through the work
26 March 2025
All queries were promptly answered and as required assistance given.
26 March 2025
Not happy
26 March 2025
Problem investigated and solution proposed
25 March 2025
Very Satisfied
25 March 2025
Never had any issues
25 March 2025
All went well
25 March 2025
Callum was excellent and I would give him 5 stars for service and being helpful unfortunately the First Lady I dealt with was far less
24 March 2025
You pay a premium for the service so I wouldn't expect anything less. My only minor criticism is that the cleaning of the car wasn't as good as normal.
24 March 2025
Staff always friendly and helpful
23 March 2025
Great customer experience - super helpful staff
20 March 2025
All ways kept informed and no hassle with warranty work
20 March 2025
As above
20 March 2025
Recall on a faulty part , all done minimum fuss.
19 March 2025
I've just told you
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
Car was booked in quickly and work was done with no issues
19 March 2025
Good staff
18 March 2025
Callum was very helpful throughout and kept me updated with progress.
17 March 2025
Efficient service and free wash and vac is always welcomed.
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
All my concerns about my car were addressed satisfactorily
16 March 2025
Service was great and thorough. I'm still a waiting quote for wheel refurbishment and bodywork estimate
16 March 2025
Very good customer service from all staff
16 March 2025
Great service throughout.
16 March 2025
.
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
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
Did exactly what I wanted in a super friendly and professional manner
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
Job was completed timely and had a complementary car wash.
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.
04 March 2025
Asking to be scored well in a survey is begging.
02 March 2025
Great staff and great 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
Easy to book and prompt service
02 March 2025
I have nothing to criticise or complain about
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
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.
01 March 2025
Extremely disappointing - customer experience is driven by tangible actions not just empty words - this dealership needs to do more
01 March 2025
See above
01 March 2025
Got appointment quickly, service agent was efficient and friendly.
01 March 2025
See above
28 February 2025
Needed new tyre and sourced quickly
28 February 2025
Na
27 February 2025
Contact from staff kept me informed about what was going on
27 February 2025
Good service all round.
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
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.
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
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.
24 February 2025
Responsive and good communications
24 February 2025
Efficiency, Callum was excellent
24 February 2025
Very organised and easy to use.
23 February 2025
The customer service rep - Callum - was very good.
23 February 2025
See above
23 February 2025
Came in for a recall , done in a timely manor
22 February 2025
Late in the day to return the vehicle, not a major problem collected the following day
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.
20 February 2025
On time and I was kept informed as I was waiting at the garage!
20 February 2025
Great service, price as quoted and ready for collect the same day
19 February 2025
i was very happy with the service.
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.
14 February 2025
Service competed correctly. Could always be better if cheaper though
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
Christian was excellent and very attentive.
10 February 2025
the service staff efficiency is exemplary
10 February 2025
Very easy to leave car and helpful stafg
10 February 2025
Vines staff spot on as usual, it is not their fault my car has had these faults.
10 February 2025
Lovely place. Friendly atmosphere
28 April 2025
During the Motability process that included the fitting of hand-controls, Daniel Tilbury kept us appraised of progress, timings and arrival of the car at the showroom. He was also helpful when it came to explaining options & possible desired items.