Vines of Guildford BMW Reviews 

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.

The before-sales experience was very good but after they sold the car the service just disappeared. The genius lady who was supposed to assist on the day of handover conveniently disappeared. Several attempts by me for her to engage were just ignored. She seems to be a law on to herself.

Just had cameras fitted to my car quoted around 500.00, went to pick the car up the price had rocketed to £812 when I questioned this they asked me for proof of the quote well this was given to me by phone so no written proof they were standing by the £812 until I looked at there website where it states supply and fit £575, they agreed to lower the price, I have now contacted another dealer who also stated the price would be around £575, last time I use Vines, back to Barons where I have never had a problem.

Took my car in for a service. The next day the air conditioning wasn't working. When I called to ask about it they failed to return my call. When I took it in to them they said it would be £60 to diagnose the problem; after that, they claimed there was an issue with one of the heater flap actuators and it would be £200.

After a third party looked into this and found that the actuators were all working (but had previously reported errors) I took it back to Vines, who then said that this would be a full "dashboard out" job and cost >£1k.

Before I took the car for a service everything was working OK. This *could* be a coincidence, I guess...

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.