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OUR CUSTOMER REVIEWS
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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.
419 ratings and 202 comments received in the last 90 days.
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
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.
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.
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
Professional friendly serice
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
22 October 2024
Easy purchase where James does his work so professionally
16 October 2024
James Connelly is the expert who saw me through the process of selecting the right type of car for the future - hybrid! He discussed the options and guided me through additional options without pressure. His knowledge oc different models is amazing.
16 October 2024
Elisha helped us finalise our car choice and she was undoubtedly the main factor in us choosing to go with a BMW. Her care, communication and professionalism was exemplary throughout. She made the whole process smooth. I appreciated her patience and
16 October 2024
Made us feel special thank you
15 October 2024
James is a very experienced Sales Professional and this showed up clearly at every stage of our purchase. On. The day of delivery James took us through all the changes to spec since our last purchase and helped with the app and other functions too!
14 October 2024
Bhavan Muraji and Clive Vaughan are role models for BMW and did a fantastic job helping to arrange a surprise purchase for my wife.
12 October 2024
The best
12 October 2024
This is the 4th car I've purchased from Daniel, and he always looks after me! I know what I'm getting and he keeps me informed throughout. Buying is super easy, I tell him what I want and he makes it work. Really happy, and I'll always return!
11 October 2024
The process was seem less from start to finish.
08 October 2024
Bhaven at the Vines dealership was excellent. He took time to fully understand my requirements and ensured that I got the right vehicle and package. This is the second bmw vehicle I have purchased from Bhaven within the last 10 months.
02 October 2024
Friendly, courteous, professional and thorough service.
27 September 2024
Bhaven is a true quality salesperson. He handled the details of the sale with efficiency - he knew the business!
27 September 2024
Was very please
25 September 2024
Sam was very helpful from start to finish, and to be honest if Sam wasn't available someone would try and help or get a message to Sam and he always returned calls.
13 December 2024
Car fixed, even got some swag
12 December 2024
Good friendly service and kept up to date with my progress.
12 December 2024
See above.
12 December 2024
As above
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
Exactly what I needed
10 December 2024
Great service
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
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.
02 December 2024
Good service
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
Dealt with promptly, efficiently and politely. Appointment ran to time. Courtesy car wash offered which was great.
29 November 2024
Efficient hand over of vehicle and staff polite.
28 November 2024
Daniel is very courteous and dedicated
28 November 2024
I felt valued as a customer & I was looked after very well by Chris on the Service Department.
28 November 2024
Excellent . The account was less than quoted . A first for me ..
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.
27 November 2024
They communicated with me through out the time & included a free valet service
26 November 2024
On time for a waiting appointment and are committed to resolving an issue
26 November 2024
Work carried out as expected and in good time
26 November 2024
Friendly and quick . Let me know in advance to pick up as requested
25 November 2024
Was kept informed with videos and phone calls
25 November 2024
Great staff with excellent communication
25 November 2024
Everyone is so helpful and kind
25 November 2024
The staff are really great, in particular Kirsty she was so good at her job and very friendly.
25 November 2024
on time and did what we agreed
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
Listened to
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
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
Both Kirsty and Cristian from servicing were very helpful and resolved all my issues. It was a great experience.
20 November 2024
Because the service and experience was quite Pleasant
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.
19 November 2024
It was easy and professional
19 November 2024
Had car all day still not ready till after 5pm. Incorrectly input my mileage reading on the MOT
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 !!
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.
18 November 2024
Everything was done as expected.
18 November 2024
This was a recall and I was treated well.
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
Engineers excellent.... nobody else...see above
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.
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
Polite, welcoming, meets customer needs. Provided service whilst I waited.
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.
12 November 2024
Great service always received, friendly and welcoming
12 November 2024
Everyone was helpful and efficient
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.
11 November 2024
Very good overall
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.
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.
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
Friendly, helpful staff - arranged an area for me to work in whilst I waited.
05 November 2024
Well satisfy
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.
04 November 2024
Customer service was excellent
03 November 2024
All good
01 November 2024
Well organised system for drop off and collection of the car. Courteous and considerate service
01 November 2024
Kirsty and Penelope gave me a great customer experience from start to finish.
31 October 2024
Counter staff were very courteous and car delivered very clean
31 October 2024
Job done quickly and efficiently
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
30 October 2024
Overall I am extremely satisfied with the service and how they will give me regular updates on my car.
30 October 2024
Waiting area comfortable with WiFi, coffee and bics. Work completed on time and expected cost.
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
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
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
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.
17 October 2024
car picked up and delivered. Kept fully informed at all times.
17 October 2024
Excellent customer service and very caring receptionists
16 October 2024
Good service
16 October 2024
All went well
14 October 2024
Very pleasant staff, Darren and Dan who kept me informed on how the service was coming along.
14 October 2024
Same as above.
14 October 2024
MOT completed while I waited. Need to replace damaged wheel rim identified. Replacement wheel made available following day and fitted.
14 October 2024
Had a waiting service appointment. I was kept informed at all times of progress would highly recommend
13 October 2024
Overall good experience and people i dealt with were very pleasant and helpful.
13 October 2024
There was an issue with my car not being ready because of my text authorising work was not received. However I received a confirmation text from BMW. This was frustrating but Min gave me a courtesy car and was very apologetic.
12 October 2024
The service was rebooked, and delivery was initially confirmed for the same evening. However, at 4:30 PM, the service center informed us that the vehicle couldn't be delivered. We checked in for service before 8:30 AM, but they didn't start on the ve
11 October 2024
Service department Especially Alexander page what a very helpful woman and wonderful woman as that really helpful
10 October 2024
Everything was done quickly and efficiently to a height standard
10 October 2024
Car had MOT and was cleaned as well for no extra charge
10 October 2024
When I rang to book my service and MOT, I was advised that the cost would be £536. When I arrived for the service, the service team said my car did not need a full service and the cost would be £157. Brilliant but get this right at first call.
09 October 2024
See above
09 October 2024
I like the video of my car while in the service center
08 October 2024
Very helpful AND effecient1
08 October 2024
Waited almost 3 hours for a 5 minute re-MOT of new tires. The actual job took the technican 10 mins including getting the car on and off the ramp. Because the job took so long I was late for work.
07 October 2024
I would have given a higher rating if the vehicle had been fully charged whilst you had it and if the software update had been carried out.
05 October 2024
staff friendly and attentive; even though a bit of waiting time is required when collecting the vehicle, I did not feel being ignored or sitting idle.
05 October 2024
Job done.
05 October 2024
Always a good experience
05 October 2024
The Crawley service team were fantastic, they were very helpful & very understanding. They went out of their way to make me happy, I would recommend them to anyone. Thank you BMW in Crawley very much.
05 October 2024
Only thing that would've achieved 5 stars is to be given a rough idea of when the car would be ready for collection when dropping the car off
05 October 2024
Good comm7nication throughout
05 October 2024
Service was smooth and kept me updated the whole time
05 October 2024
Very helpful staff who appeared honest and give accurate information and appeared to be interested in saving me money. Can't fault the staff and much more friendly than the service received at other sites and brands.
03 October 2024
Good costumer services good communication during the whole visit
02 October 2024
My vehicle was recalled so wasn't serviced, so cannot answer this question
30 September 2024
In this visit, not satisfied at all
27 September 2024
All good with my car without drama and unexpected costs
25 September 2024
Again all was fine
25 September 2024
Staff were brilliant
25 September 2024
All done quickly and in the timeline provided
25 September 2024
Great staff, great communication. Always friendly, professional and courteous.
24 September 2024
Good communication and easy check in
24 September 2024
The service advisor was very knowledgeable and professional
24 September 2024
I was served by Callum and his service was excellent!
23 September 2024
Staff were friendly and very helpful, service was prompt, I had a quiet space/desk to work from while waiting for my car. I was kept updated on the service and MOT and am always happy to have my car valeted. Payment was easy to complete from the desk
23 September 2024
Very good communication and expectations management, then delivered service at least as good as expected
23 September 2024
Generous provision of courtesy car and flexible inclusion of mot into the day's safety recall work.
22 September 2024
As described above there is not sufficient attention to detail which is one of the reasons why we first chose BMW. Our car was given a MOT and failed due to cuts in tyre. Both tyres replaced, however the MOT Certificate still had an Advisory.
22 September 2024
Very professional service offered at Vines of Gatwick. They carry out what you agree with them to do with your car and it get done with question and on time
21 September 2024
Worst service iv ever had from BMW as a whole i won't be returning for service or new vehicles.
21 September 2024
I had a long outstanding issue which was corrected in one visit. I also received an unexpected bag of goodies which made me feel extremely valued.
21 September 2024
My query was answered efficiently this time
21 September 2024
The team have always been very swift and excellent in their service with me. Kirsty and Alexandra were amazing and Stephen Williams as always!
20 September 2024
The on site experience was very good, but the car and service schedule contained an alert that was not explained. My follow-up query has not been answered.
20 September 2024
Everything as expected.
20 September 2024
I have already praised the service we had from Alexandra from servicing department, she was very helpfull
20 September 2024
After numerous phone calls and photos and emails you've still not contacted me are even acknowledge receipt of emails. Or even sorted out the problem.
20 September 2024
Problems solved so far and very helpful staff
11 December 2024
Very satisfied.