Vines of Guildford BMW

After booking my car in for a simple filter and oil change, I was convinced I needed a brake fluid change too. I agreed this and asked for my courtesy car. I was booked in for a Friday and I would drop the courtesy car back in on Saturday. The grumpy services salesman said the receptionists don’t like to check in courtesy cars, so therefore I can’t have my courtesy car. I thought, that’s fine, I’ll get a lift to work and then a lift back on the Saturday to pick up my car. A couple hours later I get a call from BMW saying they broke the bleeder valve on one of my brakes, they quote me £1100 for the fix and replacement part. Quite rightly I ask how much of this they will cover, and they said they wouldn’t cover any costs to do with the damage. After a long and unprofessional dispute with the service salesman, we agreed that I would fix the car myself and then they would supply me the replacement bleed nipple out of “goodwill” (they broke it, so not much goodwill here). When I received the car and started the work on it, I noticed the wheel lug nuts had been over torqued by 3x the recommended amount (again, not very professional and could be argued as incompetency and not “working with due care of the vehicle”). This problem has yet to be fixed and I expect a lot more from BMW. PS not a single sorry was said or a “we would like to help you as much as we can”, just a lot of “well you’re the one who should’ve done this, done that and pay us this”. Absolutely stay away from this place.

After viewing two videos of the car and being told it's in fantastic condition we paid the full deposit. Myself being honest told the salesman that my car had small maks on 2 wheels which he said would cost me £220 from the part exchange which I accepted. I was given a hard sell on getting the paint protection which would keep my car in pristine condition but I declined, we made the 45-mile trip to collect the car as we arrived we drove past it with a big bow on the windscreen but I also noticed the bonnet had stone chips all over it as I confirmed when looking closer went into the showroom and not being happy asked why are you a dealership selling a car in this state, his reply was its a second-hand car what do you expect. well from a dealership I expect quality and honesty which at no point have you as a company been. Why would you try and sell me paint protection when the paintwork is terrible? . I asked for my deposit back and was told we have taxed the car and sent the log book off in your name. Why do that before we have arrived? and told us we would have to wait for the DVLA to refund our money almost 3 weeks have now passed and I am still waiting for the full refund that I was told by Gemma the manager is not in their control Gemma also told me twice I do not need to write a review. Why would I spend £30k on a car with stone chips?
Better buying from Del Boy Cars

The before-sales experience was good but after sales service was very poor. The genius lady who was supposed to assist me during handover on how to use all the many functions of the car (high tech spec Z4} conveniently disappeared on the day, even though my appointment was booked in advance. My several attempts by phone the following few days to get her to engage and assist were just ignored. This lady seems to be a law on to her self with no accountability or sense of basic customer service. I was not given any physical paper work (sales invoice, finance agreement etc) even though I asked for it. Feels like they got my sale and now couldn't care less.

Great dealership.

I started used Vines for servicing and given they helped with saving costs here, I wanted to see what deal they could do when I wanted to change my car, compared to others I have bought from. They were very fair on my part exchange and put together a great package for my replacement. Compared to some of the other BMW dealers, they were the best deal.

Very friendly staff who were helpful throughout - its been a pleasure to buy from and will buy from again.

Very professional, quick and efficient service. Lucy was very polite and responsive, providing all necessary details and support for a well informed choice and decision. Ordered our car there and very happy up to now. Would highly recommend the retailer based on my experience, rarely you find such level of customer service nowadays.

From my initial call all the way through to collecting my car the team at Vines of Guildford were brilliant! Absolutely no pressure, a really friendly team and welcoming environment. Customer service is clearly valued and it was noticeable - prompt responses to emails and no question was too much trouble to answer. A very different experience so far to buying my previous car from another BMW dealership. Thanks to Eric for helping me find my new car.

I recently bought a used approved BMW after searching for nearly two months. Eric responded to my enquiry very quickly and was very helpful. He has been amazing with the whole process and made it very easy for us. We were also looked after by Tom(Thomas) and he was very polite and helpful. Whole team has been great to deal with. Thank you Eric and Tom

Top class service especially Sam made us feel very welcomed. He made sure the entire process of buying our first BMW went smooth and we were looked after well with great coffee and biscuits for both of our visits especially in this close freezing weather. Thank you