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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.
367 ratings and 166 comments received in the last 90 days.
28 December 2024
Helpful, good communication, competitive pricing
19 December 2024
Pleasantly surprised!!
19 December 2024
Very satisfied. Sam Oliver was very helpful and friendly and handled my BMW purchase smoothly and efficiently.
18 December 2024
sam did a great job thank you
11 December 2024
Very satisfied.
09 December 2024
A quick and efficient process.
05 December 2024
I've purchased my last three cars from James at Vines Gatwick. He provides service with a relaxed demeanour and a smile.
04 December 2024
Bhaven and Chris made my experience excellent - many thanks! ????
02 December 2024
Elisha Boswell is the perfect customer services person. Knowledgeable, attentive and quick to respond to questions and emails but I never felt under pressure.
02 December 2024
Whilst we were advised of a delay in delivery, at times it was difficult to get replies to either email or voicemail. However Sam Oliver was very helpful and explained things clearly, albeit at times hard to contact.
24 November 2024
James is really first class, we trust him to advise us and take his advice. His technical knowledge of the vehicles is first class, especially also being so patient when helping me to set up the app and new interior configuration.
22 November 2024
Car was delivered on the promised date. Staff accommodated delivery date/time to my convenience, the part exchange and collection process was well organized.
13 November 2024
Stephen went above and beyond with regards to ensuring all information was given to me surrounding the purchase and delivery.
06 November 2024
Very easy process
28 October 2024
The service I got was excellent and as an example, when I drove in to the car park, Alan was waiting to direct me to the one available space he had found as it was really busy.
26 October 2024
I have been buying cars from Vines since 1993, i think that says it all, this is my 11th BMW ina row and it is down to not just a good product, but a deler who treats you as a person they want to come back to them
26 October 2024
Daniel at Vines, Gatwick very professional and helpful
26 October 2024
Professional friendly serice
22 October 2024
Easy purchase where James does his work so professionally
09 January 2025
Fast and friendly service
09 January 2025
Recieved my car in good shaped and even washed
09 January 2025
From the phone call to arrange the date to the day when I collected my car, the service provided was excellent.
08 January 2025
No issues with communications and work completed very quickly.
06 January 2025
Very good
06 January 2025
friendly polite team, no hassle getting my service booked in and resolved
03 January 2025
I got there for 08.00 and gave in my car. I wasn't contacted until 17.00. Leaving a message stating that my car is ready for collection by 17.30 when the store closes. You can guess the conditions of the road at that time on Christmas Eve.
02 January 2025
Always good service
02 January 2025
Great personal service
30 December 2024
My service team did reply to email however I felt uncomfortable with the delay in getting any update earlier in the day, so I could plan for vehicle collection!
23 December 2024
Min was freindly helpful i was grateful for gifts Car hire was unsuitible i got a mini cooper for exchanging my x3 im 64 with bad back and was difficult and uncomfortable and car hire process was not nice and long
23 December 2024
It was impossible to get through on the phone to speak to anyone
22 December 2024
V good
21 December 2024
Just impressed with everything
21 December 2024
Friendly and efficient service. Great communication. And nice hot chocolate while we waited for the car to be brought to us!
20 December 2024
The service is decent however after having an interior upgrade for my car the window defrost stopped working and it ruined my cars interior as it was dripping with water when you start the car and it heats up.
18 December 2024
Requests all dealt.
18 December 2024
As above, 2 major issues
18 December 2024
Great team
17 December 2024
Great service, friendly
17 December 2024
Process was easy and simple. Staff as always were professional, helpful and courteous.
17 December 2024
Smooth process
16 December 2024
Staff were pleasant and accommodating but wouldn't acknowledge suspected EGR problems. Did receive a Christmas gift which was nice. Also reduced inspection fee based on time taken which was 30 minutes / 50% of inspection fee.
15 December 2024
Poor - telephone answering Excellent - Kirsty Jones was very helpful
13 December 2024
Car fixed, even got some swag
13 December 2024
The services were ok and the staff were friendly.
12 December 2024
As above
12 December 2024
See above.
12 December 2024
Good friendly service and kept up to date with my progress.
11 December 2024
When we first approached Vines at Gatwick they advised they couldnt look at our car until after Christms. Only when the BMW recovery became involved the car was accepted by Vines.
10 December 2024
Great service
10 December 2024
Exactly what I needed
09 December 2024
Excellent service
09 December 2024
Always exemplary service and attention
08 December 2024
Overall good service but it was disappointing that they refused to clear a warning on my dash that is uneconomic to repair.
08 December 2024
Eventually everything was completed satisfactory
07 December 2024
Perfect service.
04 December 2024
Consistently good, as always.
03 December 2024
Always a good service and kept informed
03 December 2024
Overall on discussion with the manager, an amicable arrangement was reached and I am broadly happy with the outcomes .
02 December 2024
Good service
02 December 2024
A great experience from organising the service through to the actual service
02 December 2024
I will stick with Dean or Teresa at Vines of Redhill like I had done for the last 2 years, they're phenomenal advisors who value their customers, they kept me informed and treated me with respect. Vines of Gatwick service advisors need to be humble.
01 December 2024
Fitted in my schedule and job carried out whilst I waited
01 December 2024
I received and professional and prompt service
29 November 2024
Efficient hand over of vehicle and staff polite.
29 November 2024
Dealt with promptly, efficiently and politely. Appointment ran to time. Courtesy car wash offered which was great.
28 November 2024
I felt valued as a customer & I was looked after very well by Chris on the Service Department.
28 November 2024
Daniel is very courteous and dedicated
28 November 2024
Excellent . The account was less than quoted . A first for me ..
27 November 2024
They communicated with me through out the time & included a free valet service
27 November 2024
All good. Recall but got additional work carried out while it was in.
27 November 2024
James Connolly has consistently worked to make sure we are completely satisfied.
26 November 2024
Work carried out as expected and in good time
26 November 2024
On time for a waiting appointment and are committed to resolving an issue
26 November 2024
Friendly and quick . Let me know in advance to pick up as requested
25 November 2024
The staff are really great, in particular Kirsty she was so good at her job and very friendly.
25 November 2024
Everyone is so helpful and kind
25 November 2024
on time and did what we agreed
25 November 2024
Was kept informed with videos and phone calls
25 November 2024
Great staff with excellent communication
25 November 2024
My car needed brake servicing and there were no loaner vehicles available for that day and I had no other transport. The team found me a desk to work from all day. The team ensured I was comfortable and took excellent care of me throughout the day
24 November 2024
They couldn't find the issue , apparently everything ok , wheels to big.. not the same at Guildford, where they found more issues . Shame for your inginers They can't even answer to my questions , for everything I asked , answer was
23 November 2024
Service aspect was fine. I dropped off the vehicle early and was strongly advised to use the remote check in facility in the showroom...which I did not want to do obviously frustrated the service personnel. Very clumsy comments re requiring new tyres
23 November 2024
Listened to
22 November 2024
Very difficult experience, service agent kept pushing investigating other problems. Just wanted to stick to standard check.
21 November 2024
I have an on going complaint with the roof on my 4 series convertible and the service department are supposed to have got back to me with BMW's response but nothing as yet? Over 3 weeks and waiting.
21 November 2024
Great people, great service
21 November 2024
Very satisfied
20 November 2024
All staff were helpful and approachable too, as I even spent a few minutes looking at the new models in stock whilst there and had a few questions answered. Faultless.
20 November 2024
Because the service and experience was quite Pleasant
20 November 2024
Both Kirsty and Cristian from servicing were very helpful and resolved all my issues. It was a great experience.
19 November 2024
It was easy and professional
19 November 2024
Damage done to hub cap when having wheel refurbished. The customer support said it was due to rust. They are plastic plastic does not rust !!
19 November 2024
Had car all day still not ready till after 5pm. Incorrectly input my mileage reading on the MOT
18 November 2024
This was a recall and I was treated well.
18 November 2024
Everything was done as expected.
18 November 2024
Everything was done exceptionally well and I was very impressed at how clean my car came back
18 November 2024
As above
18 November 2024
nice people
18 November 2024
Good start here's to a continuing good experience
18 November 2024
Got the problem sorted
18 November 2024
I had a damaged wheel which was by something being dropped on it but you said it wouldn't be you. I know all the marks on my car & know that was not there before it came to you, you can see something was dropped on it So really not happy
18 November 2024
Work as quoted and completed on time
18 November 2024
Really good all round service.
18 November 2024
No complaints
18 November 2024
Good contact with updates, car always finished on time and clean
18 November 2024
It was an MOT so not much to say.
17 November 2024
Kirsty in particular went out of her way to organise a hire car late on a Friday afternoon, when Alphabet could be bothered to help. She is a real credit to your organisation!
17 November 2024
The car was booked in for 10:00 on a Friday, but I did not receive a call until after 17:00 to say that there was a problem that meant it could not be driven. There was no available courtesy car and so we had no car for the whole weekend
17 November 2024
Wonderful service and staff
17 November 2024
As usual you are looked after well from the time you enter the centre
17 November 2024
Hopeless bunch and phone never answered promptly.
17 November 2024
Engineers excellent.... nobody else...see above
16 November 2024
Very good customer service
15 November 2024
Outstanding service experience I had received during my recent warranty recall visit. From start to finish, every aspect of the process was handled with professionalism and care, making the entire experience extremely pleasant.
14 November 2024
All good
14 November 2024
Responsive and helpfull staff
13 November 2024
Completely satisfied because Vines try hard to meet one's requirements.
13 November 2024
I am thrilled with my recent purchase of the BMW 2 Series! Daniel was incredibly helpful and made the entire process smooth and hassle-free. This is the third car I've bought from BMW Gatwick, and I will definitely be returning in the future.
13 November 2024
Polite, welcoming, meets customer needs. Provided service whilst I waited.
12 November 2024
Everyone was helpful and efficient
12 November 2024
Great service always received, friendly and welcoming
11 November 2024
Very good overall
11 November 2024
Made me drinks of coffee tec.
11 November 2024
No trouble to sort my emergency recall issue.
11 November 2024
I have used Vines for all my servicing and have been well satisfied with their care and attention to detail.
11 November 2024
The problem with my car was dealt with straight away without any issue.
10 November 2024
From start to finish this was an easy process. The new alloy It arrived earlier than anticipated and I was quickly fitted in and the job done in super quick time. This is a complete contrast to my experience with another dealer.
10 November 2024
On collection of the car had to raise a question on an item which I had wanted examining rather than being told the outcome, plus, more significantly one item still has not been resolved.
08 November 2024
A retailer that really shows the brand at its best. Can't fault them.
07 November 2024
The rear seats and inside of the car wasn't cleaned in detail. Since it is complementary, can't complain much. Happy with the complementary car wash, but would be really nice if the wash leaves the car spotless.
07 November 2024
Didn't solve a small problem, just quoted 100s to investigate...
05 November 2024
It was a recall so as expected
05 November 2024
Would have been nice to discuss the findings of the vehicle check with someone on the day.
05 November 2024
Well satisfy
05 November 2024
Friendly, helpful staff - arranged an area for me to work in whilst I waited.
04 November 2024
Customer service was excellent
03 November 2024
All good
01 November 2024
Kirsty and Penelope gave me a great customer experience from start to finish.
01 November 2024
Well organised system for drop off and collection of the car. Courteous and considerate service
31 October 2024
Overall I really like the car itself however I had an issue with some work that was carried out which resulted in me having to pay £680 extra for brakes that has already been fixed by a previous branch however the work had not been recorded correctly
31 October 2024
Job done quickly and efficiently
31 October 2024
Counter staff were very courteous and car delivered very clean
30 October 2024
Waiting area comfortable with WiFi, coffee and bics. Work completed on time and expected cost.
30 October 2024
Overall I am extremely satisfied with the service and how they will give me regular updates on my car.
29 October 2024
I had my half service, but my air vents hadn't been cleaned, which I had asked for. This was put it and then done straight away, that's great customer service
29 October 2024
I feel reassured by the helpful, friendly and knowledgeable service staff and was pleasantly surprised that despite that this visit was for an Airbag recall, you also carried out a comprehensive visual condition check which I appreciated.
29 October 2024
Good service.
29 October 2024
Very thorough and a great customer experience
28 October 2024
Timely repairs
28 October 2024
Always accommodating and polite.
28 October 2024
Yes overall. The wash of the car was not really good on the windshield, it left a greasy mark when it was raining. Experience good on dropping the keys. Miscommunication for the pick up of the car. The issue is still not 100% fixed.
26 October 2024
Alex made sure my car was done on time and kept informed
25 October 2024
Great service from start to finish
24 October 2024
Overall the works were completed however they were impossible to get hold of and did not provide any feedback on times. We only knew the car was ready as we chased the them. They did not answer the phones so had to go to sales to get someone to pick
23 October 2024
NO INTEREST IN CUSTOMER SERVICE JUST PROFIT
23 October 2024
Oerfect
23 October 2024
I brought my car in for an MOT and clean - I checked in on the automated check-in. However, 5 hours later it became clear I had been forgotten and my car was 'lost' deep in the service car park. It took a further 20 minutes to find it
23 October 2024
Spoke to the service department in advance to get a waiting appointment for a service. Told it would be 2 hours. Arrived 10 mins early to check the car in and told it was 2.5 hours. Went for a walk after an hour and my car was were I'd parked it.
23 October 2024
Received prompt attention and was kept informed
21 October 2024
Booking in my vehicle (self checking) was easy and the follow up phone calls to keep me updated on the progress of the work and completion time was great. The job done on my car was also great.
21 October 2024
First service was carried out whilst I waited in the customer service area with a coffee. Supported by friendly helpful staff.
19 October 2024
All completed
18 October 2024
no apology offered for the car being 24 hours late! had no courtesy car to offer. My wife had to have an unpaid day off work. been bringing my car to you for many years and the guy in Service didn't even apologise left their feeling angry!
18 October 2024
Managed to get my car in very quickly and sort out the recall issue immediately.
28 December 2024
The sales representative was very informative and had a very good knowledge of the product and the functions. He was able to answer all the questions and was enthusiastic about the brand.