Vines BMW Arvostelua 27

Purchased a 2021 Mini Cooper S Level 3 EV in March 26. Foolishly we viewed it in wet weather, but trusted Vines, as an approved used BMW/Mini dealer that the 'approved used' vehicle standard for pre- sales preparation etc. would be very high. It turns out that this was a mistake. The issues with the car were there when Vines purchased it - their buyer must be been blind, or couldn't care less about the quality of vehicles they purchased. The level of professionalism of this branch of Vines leaves a lot to be desired, starting with the buyer, and continuing through to the pre sales preparation & valeting team, to sales management. This is but with one exception, just one. powerless dedicated individual in sales by the name of Luke, who remained sympathetic to our plight throughout.
The issues with this car are in our view not what one would expect when dealing with a premium brand dealership, we have (and still own) premium brands Porsche and BMW, purchased from other dealerships which have excelled in all respects. Vines are completely the opposite.
We trusted them, collected the car on a wet day admittedly without fully inspecting it (why should we have to??) the next day, we discovered that it had not been serviced as agreed. We also discovered that various cosmetic issues (including splattered of white paint on the car interior and scratches on the bodywork ) had not been attended to as promised. This was flagged immediately to Vines, who then apologised, and arranged to collect the car, and provide a loan car so that they could resolve the issues. Upon return of the car, some three days later, Luke informed us that he himself (not the valeting people) had attempted the remove the scratches on the passenger door, (unsuccessfully as it happens) .... why him????
We accepted the car back at the time and in parallel attempted to reject the car by contacting the sales manager. We are rebuffed, because the car had no major fault, which would apparently be the only acceptable reason for rejection. Reluctantly we accepted this response after checking our consumer rights.
Poor weather continued and it wasn't until some two weeks after the cars return that I was able to clean and take good look at it.
On doing this, I found lots of scratches and paint chips on the rear bumper - these were not previously visible and one chip had been filled with what appeared to be black (the car is black) polish , which when washed simply came out.
There are lots of minor scratches on the passenger door and much worse ones on the mirror casing.
The leather interior of the car is in a very worn state for a 28k mile car, and the passenger seat base leather wear on the edge of the leather centre strips (despite being asked) had not been sorted out. The tan coloured base leather was showing through, and the leather needed refinishing. I ended up having to buy leather paint and carefully sort it myself.
Finally, most recently, the electric charging flap developed a fault. As the car is warranted, it was booked into our normal dealership, Group 1 Brighton, for repair.
The car was sorted in a day, loan car provided and a full visual report was produced . We were advised that the rear off-side wheel had been damaged on the inside rim, a dent had been made which to us looked bad, but was in fact safe and noted as an advisory. This, we were not happy with, as in our opinion, it had clearly been hidden from us when purchasing the car, and we believe we should have been told at the time the car was purchased. It is, after all an ADVISORY!!. We weren't told.
Now furious with what was highlighted, and our overall poor experience with Vines, I wrote to them with my complaint. Today, I have received a response from their Head of Business basically stating that they bear no responsibility, have met all of the 'Approved Used Mini' quality and pre-sales criteria, and although being aware of the wheel damage, had no responsibility to declare it at it is only an advisory. With that - I give up - but they have not won this one, they have lost a whole family of potential buyers (our family) , and we will pass on our experience to friends and colleagues too.Oh, but all one simply needs to do is look at eh reviews - that say it all ! Oh... one final thing - I asked to a batter health check report when buying the car, despite promising three times to send it, including in my most recent email, I have still not received it. I think I am right in thinking that all buyers of approved used EV's should be provided with one ?

Average service, lost booking, told me I hadn't made a booking until I showed them their own confirmation email!

Snobby service people looking down on cars which aren't brand new, and try to upsell services not actually required.

Only used them to keep the main dealer stamp in the book....oh and they didn't do that until I went back in, despite leaving on the seat!

I had a pretty poor experience when taking my car to Redhill BMW for a recall. I was going to let a lot of it go until I opened my bonnet and found damage to a part connected to the piece that had just been replaced in the recall.

Firstly, I had called up before the appointment as I have an aftermarket screen fitted and had been told that this could be a problem, so I phoned to check. I phoned twice as the first time they didn’t get back to me. I was reassured that this would not prevent the work from going ahead. Then half way through the day I got a phone call telling me that they couldn’t do the work unless I went back and fitted the original screen again. This was particularly frustrating after having already checked about this and being told it was fine. So I had to rush back to do this in the middle of my work day to change the screen myself.

Since getting the car back from the recall my MPG has dropped significantly and the car now drives horribly unless it is in sports mode. They have obviously updated the software and now when driving in comfort the car wants to rev so low that the car feels juddery and sounds like it’s going to stall half the time.

Sadly it was a few months before I noticed the damage they had caused during this work as I hadn’t opened my bonnet. I found the air intake pipe was hanging out of where it should be, the bolt hole which should hold it in was broken and no bolt even in place. This was a part that was connected to the EGR valve that they had just replaced. I sent photos and videos of this to the complaints email listed on their website, but funnily enough, no one got back to me. I then called them and was put through to the service department. They advised me that they would need to see the car but if they didn’t agree that they had caused the damage then I would have to pay for an inspection fee which could be up to £150. What an absolute joke. It sounds like others have had similar experiences at this dealership. I would avoid going here unless you have no other option.

Re. Service Department at Vines BMW Crawley.

Through my business I leased a brand new (74 plate) BMW 530e through Vines BMW, Crawley. £80k worth of German engineering....

After about 9 months i noticed that the left hand side of the front bumper (as you look at it) had 'come away', as if the fixing(s) had failed. To all intents and puposes it looked like 'it was coming apart at the seams'.

I had NO knowledge or experience of any collision (I am the keeper and the sole driver of the car), there was NO visual evidence of a collision, and the car sensors had picked up NO history of any collision. Agreed by the dealership.

You would hope and to a large extent expect that at this level of purchase (and, considering the above), that Vines BMW, Crawley would take the car in and fix the issue, no quibble or charge.

But no! Under the veil of the car being in the workshop at Vines BMW, Crawley - they have conveniently 'created' so-called 'evidence' of a collision to charge me for screwing the car back together (don't forget, this is an £80k vehicle that had literally come apart at the seams). I was never given any video or photographic evidence of the 'created' collision damage.

Also, when a BMW 'falls apart at the seams', and is less than 9 months old from new - it's not covered under the manufacturers warrantly. Well, I'll be buggered.

The total bill to me was £276. It's not the money. It's the priciple of what great customer service should be. And, in the case of the Service Dept. at Vines BMW, Crawley - what archaic, BAD customer service still looks like in 2025.

For the sake of £276. I'm not getting another BMW. I'll put my next £100k into a car brand that genuinely cares for it's customers, and that doesn't seek out every opportunity to stiff it's customers for more money.

From today, over the lifetime of me leasing more vehicles? That's probably at least a 7 figure sum BMW have squandered, plus the reputational damage (£££) to the brand and the dealership of this review. Plus me telling dozens of people to steer clear of Vines, BMW Crawley, unseen £££ lost.

For what? All for £276.....

Shame on you (Service Dept. @ Vines, BMW Crawley).

We bought a bmw i3 from Vines, the sales person Amar was fanatastic, extremely helpful, professional and friendly, dealt with all our queries quickly and helped us with collection as we travelled down from Scotland. The i3 was exactly what we wanted and a good price, we would have no hesitation buying here again. Thanks again Amar

I have been a loyal Vines customer for 8 years including the purchase of two new motability cars. My wife's car was in for a recent service, unfortunately the car was damaged on site, significant scratches to the front passenger door, rear passenger door and rear quarter panel. Vines did eventually agree to do a repair. The front passenger door was repaired to a good standard, however the rear passenger door and rear quarter panel where not repaired. Did complain at the time and also on email. Received an email acknowledgement that they would be in contact. That was three weeks ago, no follow up from anyone at Vines despite being chased.

Reserved a car remotely and paid a deposit. The dealership sent out comms requesting full payment before seeing the car. They also gave misleading advice that the 14‑day cancellation period starts after delivery, despite their own terms and UK law stating it begins at contract. I decided to cancel within the cooling‑off period, but they haven’t refunded my deposit, even though the car was re-advertised and sold. Been told they will refund only after the car is sold against my statutory rights and their own reservation terms. Very unprofessional and misleading.

Unfortunately, not a great first experience of their service department. Car had it's first service a couple of months ago and screenwash low warning light has just come on after probably no more than 1200 miles. It holds at least 5 litres and I easily get 6000+ miles between DIY top ups so clear it wasn't done at service. Does cast a doubt on what else they didn't do. As a suggestion, they should stop sending me inspection videos that I have no interest in and focus on doing the job right.

Took car back for a fault to be met by a very ruddieeoman called Debbie on parts dept. She was patronising and moaned about us bringing the car back after being accused of being on anaccident not true she informed us bonnet not closed correctly she slammed the bonnet lid down with force.
Poor customer service all round fromBMW

I brought my car in for a recall, it was running perfectly and just needed brakes.

Now It judders violently, starts intermittently. And does not
drive as it did before..

DO NOT BUY FROM THIS DEALERSHIP, THEY SELL FAULTY VEHICLES.

Vines of Redhill were not clear and transparent: I bought a car from them which I later discovered has had its true condition concealed from me.

No paperwork provided when sold the car and £10,000 worth of faults found few months later and no accepting liability, although they sold me a faulty car. Now taking this dealership to court as have audio and written evidence confirming liability and a engineer's report proving they are liable.

Vines of Redhill were not clear and transparent: I bought a car from them which I later discovered has had its true condition concealed from me. Told whilst having the car demonstrated to me that its next service isn't due until late 2025. No service reminder appeared during test drive (or since) so presumably this has been disabled. No hard copies of important documents available at handover due to 'a glitch'.
Although pressured to do so I later refused to sign-off documents (sent electronically) as 'seen' when in fact I had not (which included the Service History). Rejected the car at day twenty-two (after Vines finally disclosed Service History with (Red Flagged) missed services. Complained to BMW UK but told they are not a mediating service (although I am surprised they approve of a car being sold at their authorised dealership with very late services not brought up-to-date)! Vines have flatly refused to take back the car saying I "have no grounds". I had not signed-off documents, however, (coincidently) a Hacking Warning of my email account came attached to Vines' email declining my rejection of the car. I haven't opened its attachments for fear it may imbed something on my device. They claim to have sent this email 23 August (in reply to my rejection of the car) but I received it 4 September. It looks strange as my email address on it looks smudged. A computer expert I employed to look at my device concluded there had been an attempt to hack my computer. Final decision from the boss (at the highest level) of those who deceived me at Vines is to uphold the decision of the email. Surely there is a conflict of interest with this? Do Vines believe they are above the Law?

Bad experience when purchasing used car from Vines from start to finish.

Further update, vines redhill BMW, absolutely disgusting, dealership, many many customers taken advantage of, I have caught Vine redhill BMW with the hands in the cookie jar, and anyone else who has been taken advantage of I would suggest you do what I will be doing over this weekend, which is reporting them to trading standards, and the motor ombudsman, as mentioned in previous review, VINES redhill BMW diagnosed my car as needing a new starter motor, costs £1000 plus £165 for the investigation, my car was not starting so I was stuck at the dealership, to all the customers reading this review, I took one for the team, and simply refused to have work done on my car, as I believed there was nothing wrong with my starter motor, I received the report from vines redhill BMW redhill, stating I need a new starter motor, and sat in the car park, waiting for my car to be tolled, I then booked my car into Berrys BMW dealership in Croydon, absolutely fantastic dealership, and I would recommend all to take your cars there and avoid Vines bmw redhill, anyway Berrys BMW Croydon diagnosed my car, they checked my starter motor via a bench test, checked my wiring all OK, yes you hurd right, there was nothing wrong with my starter motor, the problem with my car was just a simple battery replacement, I have this on a report from Berrys bmw, wow simply wow, so VINES BMW redhill tried to charge me £1000 for a new starter motor which my car did not need, how many other customers have they done this to, absolutely disgraceful, VINES BMW now has a major problem as I'm reporting them to trading standards over the weekend, Berrys BMW Croydon had a Long waiting list as they are a popular BMW dealership so I had to wait 2 weeks, but I can assure you it was worth it, during this period I had to take out car rentals, days off work etc which was an inconvenience, once I found out that there was nothing wrong with my starter motor, I was furious, and put in a complaint directly to vines BMW dealership redhill, to the head of business, I requested to recover my losses and hire car charges based on the misdiagnoses, i received a final response from the head of business from vines redhill BMW saying my complaint was not upheld and made no reference about my car not needing a starter motor, the problem with the head of business manager at VINES redhill BMW is he has no clue, about how serious this matter is, and I genuinely believe in the upcoming months he will resign or be sacked, as he had an opportunity to resolve the issue via my complaint, I anticipate trading standards to impose a hefty fine on VINES BMW dealership and the motor ombudsman will also investigate and recover my costs, the head of business at VINES BNW needs to understand, that you can not sell parts to customers and stating that these parts are needed to fix cars, when the car parts are not needed to be replaced, misdiagnoses or putting it bluntly telling lies to customers to relieve them of substantial amounts of money to benefit there business, I genuinely believe that the head of business management at vines bmw dealership suffers with grand delusions and believe they have done nothing wrong, how on earth are they going to explain this to trading standards, or the motor ombudsman, I can safely assume individuals at management level at VINES bmw are in denial, honest hard working members of the public should not be taken advantage of by these crooks, and I promise all I will be very meticulous in my complaint to trading standards and the motor ombudsman.
AGAIN TO ALL DONT TAKE YOUR CAR TO VINES BMW REDHILL IF YOU HAVE A ISSUE WITH YOUR CAR, BERRYS IN CROYDON WORKED FOR ME.

I bought a BMW approved 2019 BMW M4 from Vines, Salfords last week and have been nothing but impressed with my purchase journey. Ellen and Marvin totally excelled in my purchase experience, answering all my queries along the way and keeping me totally in the loop. I visited an exotic independent garage to view another M4 previous the same day where I was cautious with their sales tactic….with Vines I had total BMW approved reassurance that I was safe in their hands. Very personable and professional, with every step communicated. I’ll certainly return in the future.

Fabulous service. Really great , efficient and the little extras like the screen wash and the air in the tyres and was and vac make all the difference - thank you

After another BMW service could not help me yesterday, I was advised to visit BMW Vines Redhill. I dealt with the parts department and with the service department early afternoon. Everybody was very competent with the target to resolve the problem I had related to my 2012 X5. Barnaby and his service team finally resolved the problem without any need for a booking. Exceptional service nowadays.👍👍👍👍👍

Booked my M3 in for it’s scheduled service, the car has fbmwsh so I’m keen to maintain this as it will add value to the car when I sell it. Had a call to say service was complete and that I could pick car up. After collecting my car, whilst on my drive home I checked my idrive to check service was all updated and immediately noticed that there was no record of the service. I immediately phoned Vines who said to bring it straight back and they’ll sort it out. I turned round and went back, waited a further 45 minutes only to be told that the servers were down and they couldn’t update it and that next time I serviced the car it would be updated. That’s no good to me, I change my cars reasonably frequently and want the history up to date so the car is ready to sell at any given moment.
My grind with Vines is this. WHY did nobody check that my idrive service history had been updated before calling me to tell me my car was ready, or did Vines know that it hadn’t been updated but just wanted to take my money knowing they hadn’t completed the service completely?
I have several BMW’s of different ranges and this isn’t my first problem I’ve had with Vines, the other problem was after I had my 220D in for a recall and when I got the car back my air conditioning no longer worked. It turned out that someone had degassed the system. When I challenged Vines about this they denied any knowledge claiming they hadn’t touched my air conditioning. Well, I’m not a liar and it was working fine before. I’ve since had the system regassed elsewhere and all is now fine.

With this consistently troublesome service I am very much contemplating offloading all my BMW’s and trying an alternative German manufacturer.
I plan to write to BMW UK to raise my issues but personally I am really fed up with spending good money for rubbish aftercare and service. Such a couldn’t care less attitude, this is not what owning a BMW was about when I first started buying them 30 years ago. It’s a shame but that’s where I’m at with BMW.

Update: I called Vines this morning and the system is now working and following a 2 hour round trip at my expense my service history is up to date on my idrive.
A request to Vines, please consider that your customers time is as valuable as your time if not more.
We pay a premium and expect a premium service.
Get it right 1st time and check your work before summoning your customers to collect their vehicle.
It’s not too much to expect.

Not informed clearly enough of the job that my car was going to have, and no update regarding the collection of the car.
First time I went there for the hour ( maybe) diagnose, £150 no problem. So booked in to replace the parts another £800 no problem but still the car wasn’t fixed so I had to leave the car again for another part to be installed and a the end of the day I called to ask about my car if was ready and of course it wasn’t, so I was told to bring back the old unit on my next appointment of which the car was partly fixed £680 paid again without hesitation but in the meantime the remap has been deleted without my knowledge. So I have decided to go in in the morning to talk about it, I was told that someone would give me a call, I have been waiting till 3:30 pm so I decided to call (1:20 hour waiting) but still no response. This all started at the middle of June and still my car hasn’t been fixed. I know that my car is an old bimmer but my money is like everyone else, and I honestly didn’t feel like that way
Here is the email received

I do apologise for the delay coming back to you. We have reviewed this in further detail our end.

With regards to the vehicle remap, The BMW software runs reporting once plugged in and is designed to pick up any modification to any of its standard running software. If there has been any kind of tuning manipulation, then this is flagged immediately. When we plugged your vehicle into the software, there was no record of the vehicle having had any modifications which therefore indicated no potential risk to us of any aftermarket software being wiped. We also have no written record of being advised this from yourself.

Because of the points above, we are at this stage unable to approach BMW for reimbursement.

Lastly, I'd just like to touch on the USB ports. We did find that there was a loose connection whilst the vehicle was in with us earlier this week which we resolved, the USB that this related to was the aftermarket one that you have in the centre console which our technician tested and worked on his phone at the time. The other USB ports are not related to the FEM control unit that was replaced and are likely to be in relation to the aftermarket head unit that is installed in the car.

Kind regards,

Gus Tosey
Service Reception Manager
Vines
Stephenson Wa

Well, I bought a BMW 740LD from vines and paid a lot of money for it “cash” to cut a long story short the vehicle turned up at my house with no valet inside or out. I had a local detailer work on my car, he placed a ceramic coating on my car to a personal cost to myself of £900, which vine’s offered to pay half but never made the payment!

While the local detailer had my vehicle he rang me with some disturbing news, he said “do you know you car has had significant body repairs” to which I replied “of course not”

After seeing the resprayed panels down both sides of the vehicle I reported my findings to Vines.

There response to my findings shocked me, there reply was because the vehicle met the HPI criteria they were happy from there point of view that the vehicle was fit for sale, I dread to think how much money I will loose in the future because I will now have to inform a future buyer about my findings or that would be fraud if I didn’t divulge the information.

So to some up, very disappointed with vines and I would never do business with this bmw company again, deal with them at your peril.
Mr Cooper