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5.0SERVICE
4.5Our centre star rating is based on customer satisfaction scores from real customers. It is based on information collated by BMW UK over the past 90 days of new car sales and aftersales service transactions, where the customers have subsequently elected to complete a satisfaction survey online or by phone. You will also see below customer comments, which are unedited.
318 ratings and 135 comments received in the last 90 days.
03 July 2024
Friendly and honest sales staff, not pushy at all.
03 July 2024
Great car and well presented in it finalised form
03 July 2024
From initial contact right through to hand-over it was nothing short of exceptional service from Kieran.
02 July 2024
Kieran & Will were great throughout process
28 June 2024
Because l could not fault them
25 June 2024
Very satisfied Nicholas jimson the salesman was very helpful and friendly
18 June 2024
The whole experience was a pleasure
04 June 2024
Michael, from start to finish was professional, knowledgeable and communicated well throughout the process.
29 May 2024
Experience was well managed and smooth handover of new car.Sales staff ensured I knew all details re financing and aftercare
26 May 2024
No issues. Almost certainly will be back for a third BMW in the future.
10 May 2024
The sales person who I dealt with, Kieran Banks was exceptional, friendly, knowledgeable, nothing was to much trouble for him, making certain that I got the best possible outcome in the purchase.
04 May 2024
Very helpful and friendly staff
20 July 2024
All went well
20 July 2024
The service offered was good, last minute changes were accommodated with little fuss.
20 July 2024
Big thank you to Andrea Stidwell for getting my car booked in for repair ASAP so we could forget about it for a while and enjoy the rest of our holiday.
19 July 2024
Extremely helpful staff. (Stefanie McCormack thank you)
17 July 2024
Completely satisfied. With reception, vehicle service, and hand back. Thank you.
17 July 2024
Everything required was done on the same day as requested.
17 July 2024
Staff were excellent, friendly and helpful.
17 July 2024
No underlying problems so stress free
16 July 2024
On this occasion there was not a service, but BMW carried out a basic car health check while it was with them. This confirmed to me that there were no other problems that I needed to fix and could drive away with peace of mind.
16 July 2024
I was well looked after.
15 July 2024
Good service
15 July 2024
Pleasant friendly knowledgeable staff
14 July 2024
Never have any issues at Durham. Customer advisor Rebecca was great and helped me set up the app
14 July 2024
Kept up to date throughout the process with helpful reminders sent
13 July 2024
Very good service, good communication. A slight issue with the WiFi delaying the service video, but not an issue created by the staff. The staff were excellent. A very detailed health check video, which is a great way of seeing the car's state.
13 July 2024
Staff very helpful
13 July 2024
Efficient check in arrangements, excellent customer service by Stef, helpful lift home by Steven, and informative vehicle health check by Simon - all very good
12 July 2024
Clear instructions, kept informed, 1st class service
11 July 2024
I was very satisfied, and the fact that the people there helped download the app and showed the features on it, that was very interesting and helpful.
11 July 2024
Great service received
10 July 2024
rachel who was ex lolyds 1st class
10 July 2024
Happy with service
10 July 2024
no problem at all
09 July 2024
Very happy with all aspects of my experience with BMW
09 July 2024
Service completed and gave opportunity to have additional work carried out. Well detailed invoice
08 July 2024
Replaced Brake disc and pad (front). Good communication from previous day of appointment and the morning (full aware of my disability Profoundly Deaf) and the lady (I believe it was Rebecca?) who were pay attention to explaining everything.
08 July 2024
Good customer service onsite - friendly and hospitable. Work on car carried out as requested.
07 July 2024
The staff were couteous and kept me informed at every stage
06 July 2024
My car looked brand new when I collected it. The paint work became immaculate because the staff waxed it to perfection. I would like to thank the driver (I am very sorry I did not ask his name) who gave me the lift.
05 July 2024
I'm always satisfied with the service and the courtesy of the customer support team
05 July 2024
Excellent
03 July 2024
Nicole on the service department was friendly and very helpful. Was dedicated in handling the reason for my car being in BMW Durham & any queries I had.
03 July 2024
Professional service at every level.
02 July 2024
Efficient and helpful
02 July 2024
Great customer service from Vertu. I do have an issue with interior damage during the recall work and have emailed customer service and just awaiting a reply.
02 July 2024
Everything done as requested on the car.
02 July 2024
The work and information were top notch.
02 July 2024
A good experience start to finish
02 July 2024
The repair on my car was unexpectedly high due to a fault on the parking break and gear selector, but I was kept informed by Stef during the repair so I can't fault the service experience
02 July 2024
No problems and fast service.
01 July 2024
Friendly staff
01 July 2024
Kept informed of progress throughout the day
01 July 2024
Again with what was a stressful time Nicole spoke me through everything that was happening and kept me right up to date.
30 June 2024
Faultless service experience
29 June 2024
Was kept updated on progress and provided with a health check video. Whilst waiting for my car, I was also orovidrd with a complimentary coffee and biscuits. In addition, a complimentary car wash and vac was provided.
29 June 2024
Polite and professional
28 June 2024
Excellent service and excellent support from the team.
27 June 2024
Impressed with Kieran's professionalism and was forthright in his communication. Generously offered and paid for lunch whilst paperwork completion was in progress. Appreciated gift as token of goodwill which was promptly couriered.
27 June 2024
Lydia is a credit to BMW. Her professionalism and friendly demeanour were oustanding. I would like to recognise her efforts in delivering exceptional customer service and thank her for making me feel like her only customer.
27 June 2024
I was not given the option of having my vehicle collected from work and because of this I've lost 3 hrs work which I've had to make up.
25 June 2024
Didn't follow my instructions fully, there was mis communication between staff onsite.
25 June 2024
Great
25 June 2024
Have had a number of expensive repairs and parts break down since last Nov - but you put trust in Durham which I have having built up a relationship over 15 years the age of my BMW and would go no where else for service.
25 June 2024
Customer service was second to none with all the staff polite and helpful.
24 June 2024
Superb communication
24 June 2024
Only 4 stars as not sure car was washed properly on pick up. It was clean but expected show room clean.
24 June 2024
Very satisfied
23 June 2024
Service and MOT carried out to high standard in a timely manner, unfortunately Map update has caused a little glitch in Sat Nav system, but your ever helpful staff (Andrea) have quickly arranged a follow up visit where I'm sure it will be fixed
21 June 2024
Always super friendly knowledgeable and efficient
20 June 2024
Rachel morris arranged for my car to be seen within half a day. Outstanding.
20 June 2024
Excellent service in showroom, loan car was a little disappointing
19 June 2024
I was given a very nice loan car, also the woman who took care of me kn that particular day was very nice and helpful
18 June 2024
Kept me informed
16 June 2024
Andrea was great, didn't need to wait and car didn't take as long as I'd thought
16 June 2024
Friendly staff
13 June 2024
Good service
13 June 2024
Kept up to date
12 June 2024
The person who handled my car on the service desk was extremely helpful.
12 June 2024
It was rather busy at my times lot and I had a bit of a wait.
12 June 2024
Everything was fine apart from the lack of experienced technical people and the delays in getting an appointment.
12 June 2024
I received a free cleaning of my car and the work completed on my car was of a great quality.
12 June 2024
Brilliant service, kept informed all the way throughout
11 June 2024
On picking up vehicle drivers seat was not adjusted back to the original driving position. Dash cam unplugged and cable left dangling down. Old wiper blade left in scuttle. Radio channel not as when vehicke dropped off.
11 June 2024
My car was in 3 weeks for a recall , the mechanic found a major problem with engine which for the first 2 weeks bmw wouldn't pay for and the guy that was dealing with wasn't helpful, then Nicole took over and I had the car back repaired within a week
11 June 2024
Very friendly staff. I have to mention - Wendy was great. She was very helpful and kind. Looked after me very well. Went that extra mile. Thank you Wendy.
10 June 2024
Friendly staff that keep you updated
10 June 2024
Great service
10 June 2024
Very helpful
10 June 2024
Rebecca was pleasant and helpful .. and absolutely STUNNING to look at ??
09 June 2024
Customer service is very good, however I felt there was to much communication and it felt like I was being called just because they had nothing better to do.
08 June 2024
Problem completely sorted.
08 June 2024
In response to a recall on my car, I was offered a complimentary bag of car accessories which has proved to be very useful.
08 June 2024
Very satisfied
06 June 2024
Nothing to complain about...
31 May 2024
Polite efficient service
31 May 2024
Video of the work being done/addressed was sent to me via text, meaning i knew the exact condition of my car, giving me great peace of mind
27 May 2024
As above efficiency and reliable .
27 May 2024
Kept us informed .helpful
27 May 2024
Been with Durham for several years and several cars always had excellent service
27 May 2024
Sorted out software problem update that had been going on through other BMW dealerships since last November
26 May 2024
Really quick, service advisor brilliant.
26 May 2024
Polite courteous and knowledgeable staff !
24 May 2024
Cos im satisfied
22 May 2024
Again very professional service from staff,
22 May 2024
Very impressed with staff and level of service and information.
20 May 2024
As always impeccable service from the staff
20 May 2024
Because I was very satisfied they even cleaned my car and made a very good job
19 May 2024
Apart from the prices excellent service
14 May 2024
Everything is carried out as it should be and never been a comeback problem.
14 May 2024
Completely costumer focused
12 May 2024
Fantastic helpful staff
12 May 2024
Top dollar
12 May 2024
Staff went above and beyond and are an asset to vertu Durham
11 May 2024
The updated video of the car and the mechanics run through of the car was clear and concise. Provided feedback straight away.
10 May 2024
Nice people very helpful. Have always helped with problems, latest visit for service excellent.
09 May 2024
Problem resolved and given a lift home, car delivered back the next day.
08 May 2024
Staff were excellent
07 May 2024
Quality expected from BMW
07 May 2024
Above and beyond to help me
06 May 2024
Great communication and service through out
06 May 2024
My vehicle had the work done than was required
06 May 2024
I left my reading glasses in the courtesy car, when I had realised I returned to BMW but the car had gone out to another customer, the young guy on the service desk contacted them and after work he went and collected them and delivered them to my hom
05 May 2024
Brilliant service
05 May 2024
Good service. Had an unexpected inconvenience but this was minimised as the team went out of their way to ensure I wasn't affected much by this.
03 May 2024
110% satisfied, the staff could not of been more courteous, helpful and genuine. Unlike any other dealership I have been to where you are normally patronised and treated like either an idiot or a cash cow.
03 May 2024
Service done on time and friendly staff.
02 May 2024
Stef was brilliant with me from start to finish. Everything was explained clearly and I couldn't have asked for an easier time.
01 May 2024
Because I was impressed with the service I received from BMW
30 April 2024
Very professionally dealt with.!
30 April 2024
Clear feedback from the engineer on the video.
29 April 2024
Very friendly and efficient staff
27 April 2024
The staff I dealt with best I've dealt with in any dealership I've dealt over the years .
16 July 2024
Great service all the way through and a very well presented car on handover