Vines of Guildford BMW Arvostelua 

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.

PLEASE AVOID THIS BMW OUTFIT
DUBIOUS ABOUT THE CHARGES RAISED AND MYSELF AND DISABLED WIFE WERE TREATED UNFAIRLY AND CHARGED £50 FOR A CHIP WHEEL ON A LOAN CAR...KIND OF LIKE A DODGY BACKSTREET HOLIDAY LOAN CAR OUTLET IN SPAIN ..AT GUILDFORD BMW.
I HAVE ASKED CHRIS BROWNRIDGE THE CEO TO LOOK INTO MY EXPIERIENCE...AND I HAVE ASKED FOR A FORMAL COMPLAINT TO BE ISSUED BUT THEY DONT SEEM TO KNOW WHAT THAT IS.

JUST READ THESE REVIEWS BEFORE YOU GO !!I WISH I READ THEM AND I WOULD RUN A MILE .

IF THEY DONT ACT IN A CORRECT MANNER I WILL TAKE ACTION IN THE SMALL CLAIMS .

I CANNOT BELIEVE WE ARE TALKING ABOUT BMW HERE .....READ THESE REVIEWS CAREFULLY THEN RUN LIKE HELL.

Avoid if you can.
We put our mini in for a broken oil pipe on the Turbo.
After a Bmw diagnosis £150. Which we didnt want, we were told the Aircon not working,a new gearbox was needed £3000,
Some vacuum pipes brittle £290 need replacing.
These unprofesional shysters took us for £870 to get the car back.
Gearbox/ Aircon working just fine

Very poor and will not return. Booked service online, good website and clearly priced. After booking I realised I had not booked the vehicle inspection service so phoned to add. Spoke to the Aftersales Manager, “not a problem the major service you have booked includes that service”. Dropped car off and confirmed the booked services to be carried out. No call during the day to advise any additional requirement / cost was required. Went to collect the car and presented with an invoice £200 more than expected. After questioning this with the Service Advisor, she stormed off to listen to the call from the previous day, returned and apologised for the confusion and said this extra service needed to be paid for. I expressed this was very poor and they had a training issue. After waiting for the revised invoice to be produced I witnessed members of staff interfering with colleague’s IT equipment and laughing about it, very un-professional and denying damaging another customer’s car. I finally paid the more-than-expected invoice and was very pleased to leave. I had only been stung for an extra £60. I left wondering what would of happened if the car had needed 4 new tyres, I expect they would have just replaced them and presented me with a 4 figure invoice. Please beware and avoid - alternative dealerships are available.

I took my BMW 4 Series to them to have a parking sensor reset. £306 later I thought they’d done it. 8 months later [yesterday] it needed to be re-set again. Guess what? Their warranty lasts either 3 months or 3000 miles! I had to pay BMW Hindhead another tranche of cash to do it correctly. They told me Vines had bodged it. And all Vines could say was Foxtrit Oscar. Thanks guys.

I want to share my frustrating experience with Vines of Guildford BMW dealership. Purchasing a car from them turned out to be an incredibly difficult and time-consuming task. The entire process dragged on for three long weeks, during which my wife and I had to continuously reach out to them for updates and follow-ups. Regrettably, their responsiveness was severely lacking, as we received little to no response to our inquiries.

Even after bringing our concerns to the attention of the sales manager, the situation remained unresolved. The lack of action and failure to address our issues was incredibly disappointing. It's disheartening to witness such a lack of customer care and support from a reputable dealership.

Had my wife not taken a liking to the car, I would have canceled the deal without hesitation. Despite our eventual purchase, I am still not convinced that the car had undergone a thorough inspection or that all the promised services were carried out as they should have been.

The level of difficulty we encountered throughout the entire process was completely unexpected. Buying a car should be an exciting experience, but Vines of Guildford BMW dealership turned it into a frustrating and time-wasting endeavor. Their lack of communication, unresponsiveness, and failure to resolve our concerns have left a lasting negative impression.

In the future, I hope Vines of Guildford BMW dealership takes customer satisfaction and service more seriously. Customers deserve a smooth and enjoyable car-buying experience, which unfortunately was not the case for us.

Recently purchased a used vehicle from Vines.
Their customer service and after sales has been fantastic.
They dealt with an issue rapidly.

Car was serviced months ago. Multiple issues which I have chased and chased and chased. No traction what do ever. Lots of promise, zero resolution. Definitely….. that’s definitely will never be trusting them with my standard business again.

I bought my new BMW from Vines Motorrad in Guildford in March 2020. Despite being affected by lockdown, my purchase experience was really good and the sales team moved heaven and earth to get me my bike before the entire showroom closed due to Covid (thanks Jamie). Since then my bike has been serviced by them every year under my service plan. The staff have been unfailingly helpful and friendly (thanks Anna, Craig and the whole team). My most recent service was at the end of February 2023 and, even though there was an expensive surprise in the form of a dented front wheel, my experience couldn't have been better. They lent me a bike for the day when the service was being done and when the service time had to be extended they had no problem with me hanging on to the loan bike until my bike was ready. I highly recommend Vines of Guildford for anyone looking for a new BMW bike and/or dealer servicing.

DO NOT BUY A CAR FROM THIS DEALER.

I bought a “BMW-approved” used car from this dealer and it came with scratches that the dealer is refusing to fix. I had similar issue with Hindhead before, but they fixed their mistake without any issues. It is partly my fault that I didn’t realize at the delivery, but this happens if you deliver a car under pouring rain outside. Definitely not buying again from you; and will make sure that people are aware.

Disappointed? Frustrated? Unhappy with the service? Angry? Motorrad is not a good place to buy a bike or parts because you don't get what you pay for. Specially if you buying something new. Chasing parts because they arrive faulty or damaged or incomplete, arguing about fault with the bike… Why?? If it is a new bike, Shouldn’t supposed to have any faults…I never though I could have so many problem with such a renowned brand like BMW, I regret the day I step foot on this shop. NEVER AGAIN

First class service from Vines of Guildford BMW
Made the enquiry on the car on Wednesday, agreed the deal on Thursday, and collected the car on Friday I got the right trade in value for my previous car, all round a great buying experience . I would certainly recommend Lee and Vines to anyone looking for a BMW.

Just bought a X1 from Vines Guildford despite some of the negative reviews. I must say that the front desk team is absolutely top-notch. Extremely efficient and customer oriented. The superb coffee and Christmas pies were excellent receptions one perhaps would not expect from a car dealer. What was the biggest letdown however was the lack of response to emails and done-selling-not-my-problem attitude by the sales team ( surprisingly). The moment I brought the newly bought X1 onto a snowy A3, the windshield washer systems were clearly malfunctioned. Numerous emails were immediately sent to sales teams ( both the sales executive and the sales manager) for the next course of action but no response received. Called up the sales team and was advised that the next available service slot would be towards the end of January 2023. Wow, that means I would need to drive the newly bought BMW for at least a month without a working screen washer system, in the midst of this winter? The sales person in the phone said, “ Sorry, there is nothing much I can do”. Unbelievable and ridiculous. This is a newly bought car which had been subjected to the rigorous 120-check by the BMW workshop ( so claimed by Vines website).

I drove to Vines the moment I put down the phone with the Sales team. As soon as I stepped into the front office, I was greeted with a sheer professionalism. The team understood my situation and efficiently got the problems resolved via the workshop within a couple of hours. Bravo to the front desk team. Absolutely hopeless for the sales ( or after sales) team. Something to be aware of if you are considering buying a car from Vines Guildford.

Parts customer care is shockingly bad! Had to return a luggage bag due to poor quality materials and not fit for purpose. They have refused to offer me a refund into BMW agree it’s faulty materials. I’ve had no response since a week ago. Shop elsewhere if you what good service.
G Doyle (WVAM member)

Thinking of buy a car with vines don’t the warranty and tyre cover means Jack , I payed £500.00 for a camera eye to be fitted as BMW always give the car a once over there was no problem, a week later get a phone call saying the there was a default on one of my tyres and it was a mot failure I was shocked by this because my car was not in for a mot , then she said the there was a misting on the gearbox, I said why didn’t any one say something at the time the car was in a week ago , so other words I was driving a car unfit for the road , so the next day I visited vine BMW that was a Saturday no one could help because the service department was closed, so one of the mangers took my details and email them on to the service department in front of me no one phoned so I had to take another visit to BMW to book the car in that was Thursday by this time, the next appointment was over one months time I was ——off I push them in getting the car booked in within the next week , I made sure that there was a service car for my daughter and myself, on the day of the 24th we needed it because it was my daughter’s birthday so that we can go out , what a joke no service car , as soon as my daughter gets home there was a service car available so she had to go back Down to vine BMW , the day I returned the service car I get the bill for the tyres although I have the tyre cover I could not claim, then I was not happy , next I speak to the manager and tell what the hell is going on , all he could do I apologise, and this week I had to book the car back in to BMW because the windscreen washer jet’s would not work , £165 later this was not covered by warranty, warranty means Jack , of course I was not happy I did say at the time I was not happy and I was discussed with the service and warranty, I did add that I will never buy a BMW again, I said the I will go to Audi or Mercedes within the next few month and part exchange car , considering I have always had BMW’s since I have been 25 year old now I am 58 years old , today I received a phone call from vines of Guildford the lady said this is a courtesy call to find out if I was happy with the service that received from them I laughed, I replied by say no I am not happy with the service and the warranty which means Jack and I am so disappointed with the service and I will never return back to BMW and I was looking in to part exchanging the BMW for a Audi, she was shocked she tried to talk to me , I said that the end of the conversation and hung up , THANKS VINES Of GUILDFORD for the great service and thanks for making me fell ripped off what a big Joke

GOOD BY VINES
Ian

Ps I have booked a test drive in a lovely Mercedes’ this weekend

Are you considering buying a car from this dealer? Read this first!

I had a poor experience so far with Vines of Guildford BMW. They charge premium prices for a poor quality of work and customer service. I'm not a fussy customer, I really don't have time to go back and forth with them on the phone.

Writing this review is not the best use of my time but there are a few things you should know:

1. The home pickup/drop off person played with my entertainment system. It took me 30 minutes to revert it to its previous state. I didn't give you my car for you to enjoy yourself.
2. First time I took my fully loaded 3 series for service they gave me an i3 as a loan car.
3. A common fault with the sunroof wasn't fixed under warranty even though there are plenty of people online that had their car fixed that way.
4. They gave me a phone number to call regarding warranty and was told to call Vines back. I almost got stuck in a loop, I won't do that. There are better ways to recover my money from them.
5. Usually when I call them I'm treated with a defensive and rude tone.
6. They always disable my dash cam when they do a home pickup. It happens that the dash cam doesn't work as well when unplugged and it takes me ages to reset it so it works properly again with the 4G network.
7. They do clean the car when you take it in for service but I think they just use a pressure washer because it always has swirls and marks when it comes back.
8. They are not consistent with the estimates, I received 2 different estimates within 2 hours of each other.

I wouldn't recommend Vines of Guildford BMW for your car buying needs.

Well, where do i start with BMW Vines @ Guildford, firstly my car due a brake fluid change, first time my car needed a service at Vines @ Guildford. Dropped my car in the morning with no issues at all. Posted keys into drop off box. Returned later that evening to be told my car was ready but it had a battery issue were access was not possible to get into the vehicle after 15 minutes my car was at the front running ready to pick up was told not too stop car as the battery needed to charge up. Sat in car running for a while noticed that cd player did not work and cd would not eject, then rang back service department as i could not leave the car running, they came outside and this was when i discovered that the windows did not drop when as they should on a pillarless coupe which meant windows stuck in door seal wound window down manually to get out and a service rep appeared very rude i asked him what had been done to previously perfect car and instantly he went on the defensive and said that it was nothing to do with him " i didnt do it" reluctantly the car was taken round to be looked at AGAIN, came back with 1 window working and 1 not. i went back in to complain and all i was met with hostility and the words " well your saying we have broken your car then" i do not understand how my car went for a minor brake fluid service to come back with all issues after BMW should check a vehicle before handed back to a customer. All i was told was " run it around for the weekend and book it back on Monday " and all what was explained to me was that where they had run the battery flat it may have caused some issues with other things.
Beside all the issues that has happened with my car when collecting - The service i received was confrontational and horrendous. Not a way to treat people who have spent £60k in your dealership in the last 12 months!!!!!!

I will never be purchasing a car from VINES @ GUILDFORD or having my car serviced.

Oh yes forgot to say my dash cam didn't work as well and i found it had been unplugged?!!

I can't recommend Vines body shop enough, friendly and professional front of house service and the job they carried out on my car was excellent, skilled and beyond expectation. I had three small dents and plus it required a respray and they carried out a stunning job. Massive thanks to the team.