Vines Of Gatwick Reviews 19

From first contact to vehicle collection. Every thing went very smoothly.
Everything was carried out as discussed on time and with professional pride.
I made a 660 mile round trip to collect my new 3 Series and certainly wasn’t disappointed in any way shape or form.
I was made to feel a valued customer and treated as such.
I Dealt with Bhaven who was the ultimate professional and cannot recommend him and BMW Gatwick highly enough.

Great experience with service department at Vines Gatwick. Complimentary fix for my car! Thank you.

no one will call me back (2 x phone and 1 time via autotrader) - just read the other reviews pretty dreadful - perhaps better to buy somewhere else?

Took the car in for airbag recall and writhing the early hours of the morning leaving the workshop hours before the car alarm went off, windows kept going up and down, had to disconnect the battery. Next day found the steering column volume control, cruise control, wing mirror tilts all not working. The garage agreed to “check” their work so went back in. Was told they did nothing wrong however found a code (despite them saying they did not plug it into diagnostics at any time) about the wind mirrors not working. They said they would email over costs of what they would charge to fix it. They never did so I called numerous times to talk to Kirsty who said this but no response. Then taking the car away in the dark and them proudly saying they washed and polished the car (we did not ask for this) putting it in our garage we found lots of scratches all over the vehicle where it had obviously had someone rub up and down, not a panel was untouched by their marks. Also the magnifying mirror in the wing mirror had been moved half way up the wing mirror. Mmmm. So I wrote to the CEO who said the manager would call me, claims he did but no voicemail or return call was made. Then I wrote another email stating the inconsistencies of everyone’s stories, did they or did they not plug the car into diagnostics, very odd how they found an error code without having done so. The first response was to bring the car back for more polishing, not on your life so I sent photos. The response was abrupt and rude, saying the scratches were to be found in a 20year old vehicle - this car was immaculate be it all for the odd chip mark and one cat scratch on the bonnet. No mention of the wing mirror. States it was all just a coincidence, they never wash cars unless the owner instructed them to. Said they would never email costs without seeing the car - such utter lies from Kirsty and David the manager. Having read other reviews I’m not surprised at the higher percentage of 1 stars. Two re-spray garages stated that BMW were notorious for scratching clients cars, they get many BMW’s in for that reason. An appalling garage with no respect for the clients. Never return calls or do what they say, only lie about it after. People make mistakes but admittance is key.

Amazing sales rep Bhaven Murarji! Thank you for helping me choose my next car and arranging delivery of new and collection of old! Defo sad to say goodbye to my M25i but looking forward in driving the new 1 series 120i

Booked in for a tyre replacement at 8am — only to arrive and be told it was actually an all-day appointment. No prior notice, no explanation. Then I’m informed the tyre I’d ordered had been cancelled without anyone bothering to tell me. I was assured it would be sorted within a week. A week later? Still no tyre. So I took my business elsewhere.

No apology. No accountability. No recognition of the poor service.

You’d expect better from BMW — frankly, you’d get better services anywhere else.

Customer service to start was great. Took my car in for the agreed work, they damaged my car then lied about it, despite a request to have them repair their damage. Never happened and they turned hostile. I gave up and walked away. Their loss- I was that silent customer who thankfully got away and many of my friends have followed since. After owning several BMW's over the years and having had exceptional service with other BMW dealerships, they are by far the worst when it comes to owning their mistake and doing the right thing . I felt ripped off and the replies were militant and with no sense of doing the right thing. I still have that vehicle and now take it elsewhere. In addition, I decided against the M50 I was going to buy from them and chose an Audi instead. I am delighted to say their service and honesty with the customer, chalk and cheese. I am pleased to say I no longer have any communication with this dealership. Buyer beware and if you go there for a service heaven help you. BMW remains a great vehicle, just go elsewhere if you are looking for honest workmanship and better customer service.

Excellent customer focus from Callum when my car was in for its first service.
Many thanks

Vines of Gatwick have literally restored my faith in BMW service and standards. In a world of mediocrity and indifference from some dealers, Vines come across as a company genuinely striving to differentiate themselves and put the client first. Particular merit and thanks must go to Tristan McMurtrie who exemplifies, at his young age, exactly what professional salesmanship is about. I really cannot recommend Vines highly enough.

Worst experience in 30 years of car buying. Price agreed for new car and trade in value for our current car with the sales advisor . Arrived at Vines 5 days later from agreeing prices to collect the new Mini having already paid the remaining balance to be told our trade in had been revalued and the offer was reduced by £3000, leaving daughter unable to complete the purchase. Now have no new car and need to wait 5 days to get our refund. Avoid this completely unprofessional garage their agreements aren’t valid and they change the parameters of the deal at will.

Contacted vines after my lovingly restored BMW E84 developed a nasty clunking in the rear. I suspected a CV joint failure but was advised to consider the investigation option with Vines to ensure this was the issue before committing to a replacement in case this wasn’t the cause. Christian, Callum of the service team and Daniel the engineer took the time to review my videos of the noise and where I was concerned there might be play in the CV joint. After a thorough investigation they found some heat shielding rubbing against my fuel tank and a nasty gash in my rear tyre. As the noise wasn’t present at the time of investigation I have been advised to see how things go now the shielding has been adjusted but to come back of it recurs. The whole experience was respectful and thorough, potentially saving me a tyre blow out and crash. Popped my spare on and ordered a new tyre and no noise recurrence as yet. This is my first experience of the service department although they came highly recommended by my parents and sister who have bought 3 touring models from Vines and just this week also used their bodywork service. I will be using the investigation service no doubt again in future and returning in March for an MOT and full service. Their parts department are also fantastic, find what you need quickly and next day delivery for most items is a godsend when you need your pride and joy back on the road. Thank you

Paid a deposit of £1000 for a used car. Drove 40 mile round trip to sort some paperwork, but when I got there they told me that the car had been sold to someone else through another dealer in the vines network. To give them some credit they apologised and explained that they wanted to tell me F2F rather than over the phone, but they made no attempt to compensate me for the 40 miles of travel. To make matters worse they took 5 days to return the money - I had to threaten legal action - with them making an excuse that "it was between systems".... anyone can send money instantly - why couldn't they ???

I have bought a number of cars from Vines over the years and it's shame that this has happened.

Theresa is amazing - she is mini but always talks to me about my old BMW which they are keeping in tip top condition
90000 miles and going- thanks to their attention to detail
I love that I ask for something that I perceive needs doing and they are good by saying it doesn’t need it yet
It always comes back super clean and they are very patient as i am a bit precious about the old girl!

Where to start.....

I've been a customer of BMW for 35 years and sadly I have watched the rapid decline in customer service and standards at a so called flagship dealer. It's to the point that we no longer trust the work that they say they have done or the quality of workmanship and yes, if your read this BMW, try and take me to task as I have the evidence across two cars where you have to the point of me coining it as""ripping off your customer base!"

I'd like to know why was it that when a car was presented to you with a suspension problem, you repeatedly took the car in on a number of occasions and after having charged £150 to diagnose the fault, charged for parts that were not to blame? You even delivered the car back to us and before the delivery driver even left our drive the suspension visibly failed. So, after getting the car back to you again you had the balls to try and charge a further £800 on top of the £2000 you had already charged whilst then saying that the prior parts were not the cause and that you had thrown them away already! You seemd quite happy to stick by the fact that you had charged us for these and that we had to pay for them until you were challenged. I admit that you refunded the cost of those parts under threat of legal action. Makes me wonder what you actually did to warrant a diagnostic charge in the first place?

As to our second car.....just when you think that it cannot get any worse. A major service that has two niggling faults that I wanted looking at. A heft bill that included £300 diagnostic fee to ascertain the problems re auto start and emergency assist which keeps calling the ES everytime you get in the car and immobilises the car systems for around 5-10 mins everytime. Having paid the better part of £800 I was then told that the cause of the problem was my battery required changing and that it would require a software update once done....total quote was a further £560. I was advised that by you BMW were the only ones capable of doing the update BUT it was the cause of the start stop and the dialling of the ES. On picking up the car from them it was clear to see that the problem had not even been looked at at the car was once again immbolised in the BMW forecourt. You even assured me that the problem was fixed! Surely you would have seen that you had not even bothered to look at the problem let alone solve it. I also noticed that a number of warning lights on the dash system were illuminated....airbags not functioning being the main one. A visit to another garage ( not BMW) showed that BMW had not even reset the LV warning resets.

Now I find that after taking the car back again you want to charge another £650 for a new control unit. Am i being unreasonable here? No I don't think so.

Having challenged you again, you have offered to refund the £150 to initially look at the problem but that isn't good enough. BTW....its interesting to note that you have a scaled diagnostic charge which is always charged at the maximum rate. This ought to be taken out of the overall charge IF the work is carried out by you.

So we are at loggerheads again...we are scrubbing our decision to purchase our new cars from you and await your pencil sharpening exercise results which currently stand at a further £560 inc VAT.

I think I want a divorce!!! Everyone be warned scammers do not exist soley on the Internet!

Terrible dealership and 0 customer service. Ordered new car and on date of pick up was told monthly pcp was going up over £25 due to re-evaluation of trade in (in terms and conditions but ABSOLUTELY was not explained on date of order) apparently trade in has lost £1400 in 2 1/2 months - order took a month longer than they said as well!!
Offered first service for free as a goodwill gesture! Joke!
Not transparent and no honesty, the customer experience is rubbish. Just hiding behind T&Cs. Spoken to another dealership who said that this should have been told to us verbally as well so we aren’t being unreasonable. Avoid

Really bad customer service. Liars and rude they take an advantage because I am foreigner.
I had my car repaired, it took 3 months to do it no courtesy car, no informed for the work that was going to get done. And they even deleted the remap that I had it done previously.
Very disgraceful.
I have been 20 years a bummer driver but this bunch of …… make me feel like the one I am driving now will be the last one. Thanks bmw Crawley

Really disappointing service from Vines of Gatwick - expected more from a brand like BMW. Would have left zero stars if there was an option. Shame they haven’t listened to the customer and instead have made incorrect assumptions. I won’t buy another BMW and will not visit Vines again

Bought a used 5 series, had a few teething problems and found a couple more! No after sales courtesy calls, no paperwork at pickup regarding breakdown cover etc, car seems to have a part respray which I have put up with but now I am unhappy, did BMW survey online , they don't seem to care, not very happy.

Nice people, and a friendly feeling in the dealership. I’ve purchased quite a few cars at Vines over the years and will continue to do so. Nathan in sales made the whole sale/part ex business simple, offering a decent trade while listening carefully to my needs/requirements with good attention to detail. Well done Vines.