Vines MINI Reviews 12

For a long period the car was on delivery stop status. I was made to wait despite pre-booked appointment to collect the vehicle, and then the trade-in agreed was dishonoured on the collection day. The selling process was fine, but I found their delivery on the critical day to be discourteous and perfunctory, leading to a postponement of three further days. Scott and Elliot were fine, but the business manager could use some training in how to communicate with customers buying brand new vehicles. In mitigation, I don’t generally buy cars at this end of the market so perhaps my expectations were unrealistic.

Sales team, especially Keiron Walter, was excellent but otherwise very poor service.
I bought a 2016 Ford Mustang from Vines. For the test run the battery was dead and there was no fuel in the car, not a good start!
When it was delivered (with a new battery) there was a warning message for an overdue oil change, one of the windows would not raise, there was a slow puncture in one tire and it was only just above the legal limit on tread depth.
They did repair the window, eventually, and changed the oil but would not replace the tire which I had to do at my own expense.
All these faults should have shown up on their pre-sale inspection and MOT.
All most unsatisfactory!

First impression was positive then went down hill fast. Wife made an offer on a mini - next day salesman rings me and asks what I want to do?? I make the same offer - he says he will speak to the manager and come back to me 10 minutes later - I’m still waiting 2 weeks later 🤦‍♂️ a right shower, think their customer service needs considerable improvement.

We ventured, for the first time, into the world of private leasing for my wife’s new car. After much deliberation, and poor experiences with BMW Leeds, we ordered a Mini, through Best Car Leasing. They were a delight to deal with. We selected a Cooper Sport, with a sunroof, and darkened rear glass as cost options but picked the no cost upholstery option of Dinamica leather too.
Best Car placed an order, it transpires, with Vines Mini Gatwick. We only discovered that fact when the car rolled of its transporter on to our drive and we read the number plate. Then we looked inside and discovered the wrong upholstery. Somewhat disappointing.
The delivery driver raised an anonymous member of Vines staff who proceeded to tell us that we couldn’t have Dinamica leather upholstery as it was part of the “John Cooper Works” package. (That’s not what it said on Mini’s website.).
Rejecting the car would have meant another long wait to add to the six months we’d waited already, so my wife decided to go with the car. I decided an apology from Vines might do the trick and set about suggesting this.
I informed the leasing broker of the error and they assured me that the correct order had been placed with Vines and provided a copy of the order sent to Vines.
Still nothing from Vines.
So I emailed Mini Customer service, and told them the saga. Suzanna replied and sympathised and told me she had spoken to Vine’s new car sales manager who would be in contact within two working days.
Five days later I emailed Suzanna back to inform her of Vines continued silence. Deema replied saying that she had spoken to Vines new car sales manager who would be in contact with me within two working days. A pattern was starting to emerge here…
Sometime later, a Vines business sales adviser did contact us and apologised for the confusion caused by the delivery of a new car with the wrong interior and the situation we found ourselves in. No ownership of mistake mentioned nor taken.
Given my experience thus far I would advise being thorough and careful in your pre purchase research. We became involved with Vines through a broker. Sadly, for obvious reasons, we would use neither Vines nor the broker again.
But, so far, the biggest disappointers have to be Mini UK Customer Service. The level of assistance received thus far has been a complete joke.
Sad really, because the car is a hoot!

Having been using Vines for some seven years, I always go back to them as a trusted maintainer of my Mini Clubman. Sadly, I feel very upset at the service I received this year, such that I will probably go elsewhere in future. Two years ago, the car was in for service and MOT and there was an advisory note that there was slight damage to the middle rear seat belt quoting a specific code. Last year there was no comment on the rear middle seat belt. This year Vines failed my cars MOT for major damage to the rear middle seat belt, quoting exactly the same specific code as two years ago. Now I should explain that since I bought the car from Vines, the middle rear seat belt has never been used. So, the damage on the belt is exactly the same as two years ago. When I queried this with Vines I was told the regulations have changed and got more stringent, but having checked, this is not the case. This was an overzealous inspection creating work for the sake of it. To tell me this is not down to Vines but Government regulations is not true, it was a Vines mechanic who carried out the over zealous test. This is proven by the fact that last year there was no comment on the MOT about the middle belt despite the previous year mentioning slight wear. So Vines charged me circa two hundred pounds for an item that did not need to be changed and has never been used in 7 years! You try getting three adults in the back of a Mini Clubman. On top of this it took Vines a week to carry out the repair as they minced a bolt which then had to be got from Germany! One stays with Main Agents because of their expertise, well I think a smaller personal garage would have performed better. Vines did give me a small discount as I lost the car for a week ~ thanks for that!!!

Shocking sales team! I’ve been a MINI customer for the past 20 years and never had such a bad experience, I was purchasing a 2019 Clubman via distance selling.
The branch was Vines of Redhill.
I arranged a transport to collect the vehicle a week after I had paid for it, the transport guy rang me on the morning he went to pick it up to say the car had bad body work repairs and scratches on it .
It was not up to MINI standard , I had to reject the car, the branch manager sent me a video after that pointing out things they would fix ? Surely any issues should have been dealt with before the collection.

And that I would be given a touch up pen to fix any chips myself?
It was a 2 year old car, I do not expect to touch it up myself!
They then accused the transport company driver of basically lying saying there’s nothing wrong with the car.
I’m out of pocket and still dealing with sorting my own vehicle tax refund again which they said they would sort out!
I’ve complained to MINI directly.
Glad to say I’ve now purchased a lovely used MINI ( no touch up pen required) from another MINI dealership.
Lesson learnt, avoid Vines.

I recently had cause to take my mini to Vines of Gatwick. I was very impressed with Mr Joe Knight of their service department. He was knowledgeable, friendly, efficient and professional.

Booked a mini in for some warranty work for a leak at the Redhill branch. They couldn’t have been more helpful. Problem diagnosed quickly, communication good; they needed to keep the car overnight so they could replace the carpets. All done with minimal fuss. Friendly service agent when I picked he car up.
One small issue is the lack of signs from min telling customers that the servicing is all dealt with at the neighboring bmw building.

I was looking for a pre-owned Mini Electric with specific colour and wheels. Jamie managed to find exactly what I was looking for in less than a day. He ordered it for me and all went smooth. When I went to pick up the car BMW had placed the wheels with the wrong ones and Jamie managed to get it shorted for me. As I live in Kent, they came and picked up the car for me and send it back with the correct wheels without me having to travel to Crawley. They’re helpful. They listen. They’re accommodating. I happily recommend this dealership.

Tried to buy car for my wife who is NHS nurse during lockdown, was waiting for a call back ref delivery cost, never called me back within the hour so I called back to be told the car was now sold, I was spoken to like a complete fool, Did not care less about us one bit now the car was sold, I had emailed the previous day also, was told the price of delivery should not matter and I should of just put a deposit on the car although I was not offered to do this by Luke, AVOID !!!! THESE GUYS HAVE NO MORALS

April 2018 attended Vines Mini Crawley to buy a brand new in the showroom Mini JCW. The whole experience ended up being dreadfully awful. Sales assistant James Coquet-Kenny dealt with both my wife and I throughout as well sales manager intervening now and then. Initially all went well. After discussing the entire cost of the car and other extras returned next day to sign paperwork. Checking paperwork one extra had been left out. I was told had not been agreed in the deal day before although showed James I had written it down in a book I had. Walked out of showroom in disgust. Phone call waiting for me at home from James. Was offered the extra free of charge. Bought new alloys to go on car. When asked to attend to collect original ones found them all to be damaged having been stacked on top of each other. Refused to take them as Vines responsible for damaging them. Manager refused to accept responsibility. As I bought a new car I demanded replacement new undamaged alloys. Manager only accepted too refurbish. Once complete I re-attended to collect. Found two still damaged. Had huge argument with both James and Manager. Eventually when I re-attended to collect the two alloys Vines Mini did not even want to hold the alloys in there own showroom for me to collect. They made me wait for ages in the main BMW showroom keeping me away from the Mini garage. Ended up having to ask BMW receptionist to get someone from the Mini garage to come over to take me to where my alloys were. James then blamed everything on his manager. Nothing being his fault. Once alloys inspected and okay I left in total anger. Honestly by then I had had enough. To make matters worse I had specifically requested that my wife be the registered keeper. When I received the V5 document it showed me NOT my wife as the keeper. Couldn't believe it. Not only did Vines of Crawley say optional extras were included when the next day totally said they weren't but then failed to take full responsibility in replacing brand new alloy wheels from a brand new showroom car when clearly they were responsible for damaging them. The experience of buying a new car was supposed to be a memorable time. This was a lot of money for both my wife and I but the dealings with Vines Mini Crawley/Gatwick was absolutely disgusting. I would never again buy another car from this company and would express caution to others regarding doing the same.

I bought my Mini from here nearly 10 years ago and it’s been fantastic. Reliable and altogether pretty good. What has been more fantastic however is the fact that every time I have thought about changing it (I still have it) they have been really friendly and helpful and then totally understanding when it hasn’t quite worked out for me. The guy who sold it to me is still there, still passionate. What else do you need?