Vines of Guildford BMW Arvostelua 

Looking to buy a car in the coming months, I was advised to test drive a Mini from a couple of my petrol head friends!

The man over the phone explained to me that the cars you test drive are ready to be purchased straight away (after the test drive) and ignored the fact that I just wanted to test drive...I could tell he was annoyed at this. He then seemed to change the subject and talk about how much I wanted to spend etc etc, when I was wanting to buy a car and how their cars sell really quickly so I needed to buy one soon....

Again, I just wanted to test drive a car to get a feel for a Mini but the man made the phone call quite awkward, I could tell he was getting fed up and wasn't going to let me test drive the car because I wasn't planning on purchasing so I had to make something up to end the call.

I thought maybe it was just me?? But then read the other reviews on here about their customer service and I'm not alone.

When I do intend to buy in the coming month, It won't be from here :)

Yesterday I got a very cryptic email from James Choularton about valve covers needing replacing and when I tried to find out what Vines was referring to I called and spoke to a very rude abrupt rude lady called Maisie she put me on hold for about 5 minutes (thought the line had gone dead).
When she came back to me she spoken down to me as if i didn't know what i was talking about, which annoyed me straightaway, I then tried to explain that the original email was not very specific as it just said 'Your vehicle currently has outstanding advisory work left to be carried out'.
When I tried to explain the situation she interrupted me, I asked her not to interrupt me as I was trying to explain. She then said as I raised my voice and she was going to terminate the call, I raised my voice because she was condescending and rude.
Vines customer service is terrible, if i didn't need to go to vines I wouldn't, it spoils the bmw brand.

If I could give them 0 stars I would. Gosh where do I start. They basically charged me £120 to tell me there was something wrong with my car which I already knew. When I complain to get my money back they just tell me they will look into and contact me. They NEVER contact. They quoted me in writing a job for £400 and when I arrived to drop the car off they then advised it would cost me £1,600! What a waste of time - taking it to a local garage to get the same work done for less than half the price. Guy in the service team was very unhelpful and rude. Don’t waste your time with these cowboys!

In spite of excellent customer service they get one star for walking away from a quote less than 24 hours after they sent it to me. The explanation was that their price had come through wrong. They raised the price considerably and I will now have to look elsewhere

I bought a used car from Vines Guildford. As you would expect from a main stealer it was way overpriced, and they insult you with a trade in price on your old car. They also ram their overpriced service packages down your throat over and over again (That £500 paint protection product they put on for you? it’s £25 on Amazon, and you can do it yourself, £400 gap insurance? £6 a week. Please don’t fall for their scams!) But after you have told them for the 5th time you are not interested in their £500 wheel insurance (you can have 6 wheels refurbished for that! Are you really that bad a driver?) You pay over the odds because you would hope you get good service if anything goes wrong. You can even put up with their 1980's used car salesman techniques which are actually quite amusing! "This car is really hot property sir, if you don't put £1000 deposit on it now, it will go!" Is that why you have phoned me 4 times over the past 2 days asking if I am still interested in the car? (Also, you can reserve it online for £99, but the deposit is meaningless anyway as they leave it on their forecourt for over the asking price and will give you your deposit back if they sell it for more or sooner)
Unfortunately the nice salesman isn't actually interested in where yo are going on holiday this year. They very nice until they have your money. After that forget it. It’s been over a week now, they have ignored 3 emails asking when I will get paperwork with details of the warranty etc. I also ordered some spare parts which they said they would tell me when they come in. I’ll have to chase them again today. Also, the car was very poorly prepped. Tar spots all over it. Coffee stains on plastics inside. No attempt to polish up any of the little marks on the paintwork. You really are better off going to a good independent garage that prep their cars professionally, not just clean it (poorly) and throw an MOT on it. Not impressed and I will not buy from them again! I suggest you do the same. Just a little tip for you Vines, in the unlikely event you read this: You can rip someone of once, but a happy customer is for life.

Expected my new Mini week, all agreed and only placed order on basis of an agreed delivery date. This is the week had heard nothing, called today and told various stories - main man said delay could be "24 hours or a few weeks". Current vehicle is off the road next week, looking to sell.

I asked Vines to supply an alternative vehicle, apparently none available (despite 157 cars on used Mini site for the group). Totally fed up, spent £1000 upgrading office electrics and installing charging point. Mini UK also useless.

Most businesses when they let down a customer provide an alternative. Not Vines. Despite '000's of cars and no date they can commit to for my car they cannot find me a vehicle to run; not a new one, not a better one, just a 3 door mini. No doubt they will now find a reason to cancel my order.

Also had a complaint from the main man about texting him to tell I had sent an email. Don't publish contact details if you dont want to be contacted, these customers can be tricky

Had a problem with front light fitting and Customer Service were excellent in handling in and prioritising it given the unfavourable weather conditions. Lovely spacious reception area well ventilated and the ever attentive Emma made me a lovely cup of coffee while I waited. They even cleaned the car for us. Bonus.

My experience with Vines this time, and as always, was superb! James Williams did an excellent job throughout the sales process:
- Presale: he answered all of my questions quickly, knew everything about the bikes he is selling, and gave me a competitive deal.
- Sale: He made the process easy, and accommodated my frequent questions and requests for change. Kept me well informed of delivery dates and any delays. He also insured that I stay mobile while my bike is being delivered.
- Post-sale: The delivery experience was excellent. He answered (and continue to answer) all of my questions. He is helping with booking first service (including fitting of accessories).

Throughout he was responsive and professional. Most importantly, he was not pushy at all and he had my interest in mind. He went the extra mile to make my experience a great one. All done with a personal touch which I like a lot.

Overall, five stars. I will be happy to recommend Vines Motorrad, and I will be happy to do business with James again in the future.

I booked a brake fluid service which was scheduled for Wednesday at £114. At the booking I asked them to check the lights and trace a leak in the windscreen washer. Dropped the car off at 8am and finally got a call to say it was not ready as they couldn’t find the leak but it was up on the ramp and might be done by 10am next day. On Thursday I finally called them as they didn’t call me to be told that it needed a pump and would not be ready till the next day. When I go to pick the car up it is £472. Gulp. The big item is the extra diagnosis test module. The same one they did very recently when they replaced my catalytic converter. I complained the and guy dropped it to £436. When I get into my car the date and time are off. I go back into the showroom and ask them to fix this. The guy goes out and ‘fixes’ it with yesterday’s date and the wrong time. At no time when I was chasing for my car did anyone say it will be almost £300 more than the published number. I know it will cost more but the level of customer service is appalling. I guess it is usually companies paying so no one bothers. Either the car is investigated for two and a half days or the diagnostic check doesn’t work.

Initially very poor experience.
Could not get through to their service desk team. Called up three times to be put on hold for 30min each time and then disconnected.

I sent an email enquiry and got a call back 24 hrs later to book in my car.

I booked my wife's BMW into inchcape Guildford between 9.30am and 9.45am drop off this morning only to find no parking spaces at the BMW dealership or anywhere in Slyfield. I had to drive around for 15 minutes and eventually I dumped the car on a yellow line, which is not acceptable.
Also when I entered the BMW showroom there were no signs to say service was at the back of the showroom and no one was on reception.
A random person told me where to go.
I would expect this type of service form quick fit or halfords but not BMW.
No signs on service reception to say please wait here, no seating while you wait for someone to see you, so I waited for someone to acknowledge I was waiting and asked me to sit down, I asked why there was no parking as i had booked a drop off slot he just said they were busy. No apology or we are trying to sort it out for the future.
Then when I went to pick the car up it got worse!
I was told to pick the car up at 3.00pm arrived 3.10pm again no one on reception so i just walked in.
After a few minutes waiting to be seated I was call to a desk, I gave the reg and was told the car was not ready and that I should walk outside round the front of the building and wait for my car. 3.40pm nothing no car, I was very annoyed by then and went back inside to speak to the person who had served me.
He want out the back of the service department found my key which had been left out the back and handed it over. Total shambles no customer service no customer care, go to Inchcape avoid these people All they care about is selling cars and taking your money.