Vines of Guildford BMW Arvostelua 

My Z4 went in for a service, MoT, and a bonnet badge replacement on 23rd May 2025. When I picked up the car, I was shocked and upset to discover that there was a series of dents around the badge as though the tech had tried to prise it off with a screwdriver. I was angry and complained that the work was not acceptable. Five days later I get a call to say that it will be repaired free of charge and will take two days. I didn't get an apology for the damage, nor did I get an apology for inconveniencing me for two days without the use of a car. I wasn't offered a temporary car either.
Following the repair, which was done well I then noticed mud on the passenger seat which wasn't there when I dropped the car off. And there was also a new scratch on the metallic dashboard which was unmarked before.
Absolutely no respect for a customer's car. I will never step foot into Vines EVER again.

Car booked in for rear window replacement under an insurance claim and refinishing a curbed wheel. The work was authorised by the insurer on 19th and was told work would be completed on 28th. Rang them on 27th to confirm work would be finished and was told the car just needed a Quality Control check before handover. I explained that I could not collect the car on the 28th and would collect it on the 29th. Rang on the morning of the 29th and was told the car was not ready as refinishing of the wheel had been "forgotten". I was called by BMW at about 3.45pm and told the car was ready. When I inspected the car it was filthy and had clearly not been cleaned- there were smears and traces of something sticky on the paintwork. I was told it had "probably" been valeted the day before and the dirt had accumulated overnight. The dashcam had been removed and was sitting on the passenger seat, and something was banging in the rear as the car went over bumps in the road. The driver's seat had been adjusted for somebody very short judging by the seat height and not been reset.
All in all very disappointing and well below my expectations based on previous experience. Can't fault Tracey but whoever is responsible for workshop management and "quality control" needs a talking to.

Went in today to book a service for the first time, which was fine—I’ve scheduled it for next month. While I was there, I mentioned that my windshield washer jets were blocked and asked if anyone could take a quick look. I was told no, because apparently it would take 1–2 hours to remove the container, unblock it, change the filters, and would cost me around £200. Yes, £200 just to fix a blocked water dispenser.

So I said no thanks and walked over to a random mechanic around the corner. They sorted it in 8 minutes. Didn't even want money for it—I insisted and gave them £20.

Just a note to the management: it doesn’t feel great to be quoted such a ridiculous price without anyone even properly checking the issue. A better experience would’ve been if someone had at least offered to have a look, or said “we’ll fix it when you bring the car in next month.” Instead, I’m now seriously questioning whether I should even come back for the service. This kind of approach really puts people off.

Bodyshop work was carried out to a very high standard as was the reapplication of the paint protection. The team were as polite, efficient and friendly as always and Josh constantly kept me updated. The work was completed on time and exceeded my expectations. It is rare to find anyone in these challenging economic times going the extra mile, but they did. Well done guys.

My 730d gear box service done by vines Gatwick after 13 months sumps leaking due seal not been done properly
Properly been leaking for a while according to Stratstone BMW Leeds
But Vines denied it and put it down to wear and tear which is absolute rubbish
Even though the part carries a 2 year warranty this is second issue with vines group
Took my daughters car for a service they forget to put oil in it and it breakdown recovered by RAC showing no oil in the car after a oil service just shows the negligence they can get away with

My M4 Comp has been damaged on two separate occasions whilst in with Vines. Once on the wheel and once mechanically within the engine.

Both times they have offered a “good will” fix which is never satisfactory (but the cheapest for them) and I’ve had to lean on BMW UK to contact Vines so get a fix done properly.

I won’t be going back - as instructed by their staff - I’ll vote with my feet and advise you do the same.

If you care about your car, avoid this garage at all costs and go to another BMW approved franchise. It might be further away but time saved in not having to push for a fix to an issue they caused will be worth it.

Recently had a very poor experience at Vines BMW Guildford , with long delays in repairing a fault on a new vehicle and poor communication from the dealership throughout. The returned the car which then developed another fault less than 24 hours later. I took the vehicle to Group 1 in Farnborough who were brilliant throughout. I would avoid if I were you and go to Group 1 instead.

Had to take my car in for a safety recall. Alex met me at the door, Sophie and Emma looked after me while I waited. It was a great way to catch up on work in their customer area and enjoy coffee to keep me going.

A big thanks to Jamie and his team for sorting me out with my new bike. They took care of everything I needed Highly recommended.

We had a car recall for a very major BMW error, which was putting our whole family at danger. Which was very upsetting to find out. But what’s more upsetting is that they damaged our front seat by putting our child seat upside down and breaking the side seat plastic panels plus damaging the leather on the back of the seat, when I asked for this to be fixed they told me they never touched the child seat, which was a lie as my daughter saw it upside down also. I asked them for the CCTV footage but they won’t give it, saying that it may have been my kids that broken them, absolutely shocking and very upsetting!

Been dealing with vines for over 35 years on the bike side. Fantastic service from all the staff Mr tizard has been especially helpful resolving any issues. Go in and make up your own minds. Don't be put off by some of the unreasonable comments.

Completely clueless on fault finding and simply replace perfectly good parts until fault is rectified, naturally at humongous expense to the customer. Take your car to a good independent that will actually spend the time to test and trace fault properly

Indifferent car sales people, don’t honour their word, couldn’t care less about honesty and the customer. 74% at one star, it’s clear the senior management are not bothered either. Awful dealership!

DESPICABLE!! Ripping off a 76 year old pensioner. DO NOT DEAL WITH THIS CAR DEALER! Absolutely no morals whatsoever.

Totally unprofessional - I paid £100 48hr holding deposit, travelled 150 miles round trip to see the £40,000+ car, and phoned back well within the 48hr period to be told they had sold it in the meantime. When I expressed my anger at being treated like this, they said "it is what it is"...
No wonder the trust pilot reviews are so bad.

Bought a new bike.

Being trying to call and no one ever answers!! Dreadful way to do business.
Are they still open?

Well, why have I given you one star without any interaction with you? The answer is simple - I have phoned you up to simply book an MoT and service. On both occasions I hung on the phone, no answer so both times in the end I used your call back service. Did you bother to ring back? No. Timewasters! Have gone elsewhere.
Update.
Got a call 2 days later, still unacceptable - given extra star because at least you did! Your problem is you've missed the business.

Very disappointed with the customer service received from Vines. Initially contacted them on Thursday last week to discuss a bike that they had for sale. I live in the North West and so we had the conversation via several emails.

I was sent a video and images of the bike by Jamie Lowther and we went through prices and part ex prices for mine. We then discussed delivery. I sent the final email asking about service history at 1pm on Friday. Approx 3:30pm Jamie replied with the service history and said unfortunately someone has put a £99 holding deposit on the bike so it was no longer for sale. At no point during the email exchange did he give me this option.

To have all but tied up the deal and then to say "you'll have to wait to see if someone else wants it first" or words to that effect, I felt was really poor service. They said they would let me know the next day. They then contacted me on Saturday to say there was an issue with the bikes battery and so they were going to keep the bike on hold for the other customer until Monday.

I emailed Vines at close of business yesterday and still haven't had a reply..

How disappointing.

Stay well Away from this company, as much as you can, it’s a family run business for Bmw it’s now BMW PLC,

Went to buy a BMW yc71aku the worst experience of my life buying a car, the saleswoman is worst person I have ever met in the sales field,
Made me drive 4 hours 30’min to be told I can’t have 5 days insurance and they will not tell you if the car is full of scratches and the seats are ripped, They expect you to buy the car without Test driving it the worst attitude and depressing person in the sales field,
This review I’m leaving is polite compared to what I’ve experienced,
Do not buy a car from here. Take my advice. I can’t imagine what the after sales would have been like,
You think it’s BMW the service will be good. The service is ridiculous. These reviews do not lie. I’m surprised Bmw have even given these jokers they name to use.

All my experience suggests this firm puts profit above customer service. Dreadful.