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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.
341 ratings and 166 comments received in the last 90 days.
17 April 2024
Brilliant experience from start to finish. I was made to feel very important to everyone.
17 April 2024
Very satisfied, the whole process was very efficient and the sales person was extremely helpful.
16 April 2024
Your man Jon cain from motability department bmw belmont such a good lad very pleasant guy real asset to bmw
10 April 2024
Jon, Rhys & Helen were brilliant! From start to finish.
09 April 2024
Kieran was very helpful, and provided direct answers (which I prefer). Took the time to listen and discuss various realistic agreement options rather than pushing for something we couldn't achieve.
09 April 2024
Kieran knew that i was familiar with the 1 Series but demonstrated all of the features on the car that were different to my previous car as id requested. The BMW App and phone connection were also set up for me. First class service.
09 April 2024
Overall very good service from all members of Vertu bmw
04 April 2024
Kept up to date on progress
29 March 2024
The staff were above expectations, especially Gaz who was great from start to finish. They did everything to ensure both parties were happy with the deal. Thank you.
21 March 2024
Outstanding and efficient customer service and friendly and helpful handover
15 March 2024
again very attentive and professional
08 March 2024
Could not fault the customer service from Nick Jimson. Brilliant salesman and felt genuinely looked after. Easy process and felt like all the team just wanted to help.
08 March 2024
Very helpful
07 March 2024
The smoothest car sales transactions I've ever had.
06 March 2024
Everything as it should be no issues
03 March 2024
Nick was spot on couldn't fault him. Easy and professional from start to finish.
28 February 2024
Brilliant helpful staff, great handover from Mike.
27 February 2024
We were looked after throughout the whole process from initial purchase to handover by Jon Cain. We can't fault the friendly, informative and highly efficient service we received from Jon. We had full confidence in him at all times.
25 February 2024
Excellent service
24 February 2024
Again excellent experience, friendly team who work there. Making everyone feel really wanted and important.
23 February 2024
This is my second car from Vertu and the experience was excellent. Kieran was very helpful and responsive throughout the purchase.
22 February 2024
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27 January 2024
The whole experience of buying a new car from this dealership was ruined, I will never buy another BMW , everyone that I meet I tell them never to use this dealership
19 April 2024
On time, very organised, smartly dressed staff, and friendly. Delicious coffee offered and delivered swiftly. We asked for a test drive of an electric car, this was arranged smoothly. Pleasant way to spend half an hour. Our car passed it's MOT.
18 April 2024
Well mannered and respectful
17 April 2024
We were made welcome on arrival and they kept in touch throughout. Car was serviced quickly and efficiently. We much prefer the personal experience to the key drop off.
17 April 2024
Yes very satisfied
17 April 2024
Excellent customer service as per usual
16 April 2024
Great communication and free coffee
16 April 2024
Helpful staff and easy to arrange service
16 April 2024
I've been completely let down by the dealer who refused to contribute to the repair of my car for a part which should have lasted over 100k miles and mine failed at 30k . The car was off the road for 3 weeks and updates were very slow
14 April 2024
Friendly helpful staff. Fault with the vehicle dealt with.
13 April 2024
Excellent customer service.
13 April 2024
Durham team have restored my faith in the service level offered, by BMW brand. This is something that I feel is both, important and excepted by a BMW driver and customer
12 April 2024
You went above and beyond to ensure he got his car back within the day and everytime I spoke to the staff at site they where very helpful.
11 April 2024
Good communication. Friendly staff.
10 April 2024
service was done very well
10 April 2024
First class service and customer relations
09 April 2024
All perfect
09 April 2024
Amazing professional dealer
09 April 2024
Everything went well
08 April 2024
Very good very happy with service
07 April 2024
A great bunch at Durham. Paul in the service department and Kieran our salesman took care of us at this time.
07 April 2024
Nice customers service
07 April 2024
I was extremely satisfied with the overall efficient service and customer care that I received on my recent visit, the member of staff who dealt with me was very professional informative and helpful throughout.
05 April 2024
I liked the video attached which showed what had been done. I had also arranged for quick turnaround as I don't live nearby which they managed so I was very grateful.
04 April 2024
Helpful staff
04 April 2024
Looked after extremely well.They organised a courtesy car and kept in touch throughout the day
04 April 2024
A lways completely satisfied. Wonderful sevice
04 April 2024
An excellent service
04 April 2024
Steph was fantastic, providing regular updates and reviewing the service requirements.
04 April 2024
Very happy with my car after the service.
02 April 2024
Easy key drop off. Phonecall once vehicle ready to collect. Very short wait to pay and collect vehicle.
01 April 2024
Overall was a good experience
01 April 2024
All work was completed that day meaning I had my car returned the same day
31 March 2024
The customer service i receive from BMW is always excellent
30 March 2024
Felt cared about.
29 March 2024
The team at BMW Vertu Durham are very helpful And coffee always there Very much appreciate
29 March 2024
Satisfied with the results
28 March 2024
I was advised it would take a couple of hours and that is exactly the time it took, so I was able to then get on with the rest of my day as planned. Thank you.
28 March 2024
Paul, who was the service person I dealt with remembered me from my previous visits - this level of personal service is so important and nice. He's an asset to Vertu. Loved the video update of the vehicle health check.
28 March 2024
All went as planned, only let down by pathetic wash on vehicle, the car was left with streak's everywhere and was worse than it was before it went in. Will be requesting no wash next time.
28 March 2024
Nothing to be dissatisfied of.
27 March 2024
The sales person Jon Caine was fantastic, always available and responded to queries quickly. On test driving the car I detected a failed wheel bearing which was latterly confirmed. This should've been known before being available on the forecourt.
26 March 2024
On time and at agreed price
26 March 2024
No issues at all
25 March 2024
Car was serviced, no problems, also received a health check video with some good advice from the technician
25 March 2024
Great service and communication - one tiny thing (only mentioning because it happened last year as well) - with the wash and vac, it'd be really appreciated if the boot could be vacced as well as the rest of the car's interior - but otherwise great!
25 March 2024
My Service Advisor looked after me from end-to-end, from booking my appointment, arranging a courtesy car, and keeping me updated on the progress of my vehicle.
25 March 2024
Very expedient and full video explanation given and car returned leaving customer feeling happy and confident with their service.
24 March 2024
I had a 'wait' service. Car was taken to the workshop on time and completed within the estimated timeframe. The waiting area was comfortable and staff were pleasant and attentive with coffee etc. One important feature was the availability of wifi
24 March 2024
Great staff simple as that
24 March 2024
Good customer service
24 March 2024
Kept up to date with the progress of what was going on by the helpful and friendly Steph.
24 March 2024
My car sat in the garage for two days before it was looked at.I asked for new mats to be installed they weren't in stock I still haven't gotten them nearly a week later??
21 March 2024
Great correspondence and always very knowledgeable
21 March 2024
I was greed and dealt with very professionally
21 March 2024
Very happy
20 March 2024
Pleased with video!.
19 March 2024
Great staff - professional service
19 March 2024
See above
19 March 2024
Great staff and timely actions on things.
19 March 2024
Quick service
19 March 2024
Corrected what the call centre had failed to do !
19 March 2024
MOT done quickly with comprehensive report.
19 March 2024
I've had contact with many different staff over the years, but the one thing that has always remained consistent at this centre is that they are professional, knowledgeable (if they are unsure will find out) friendly and courteous.
18 March 2024
Vertu Durham have replaced the gearbox on my car and although a long and complicated process, all the work seems to have been done to a high standard.
16 March 2024
Very pleased with the service
15 March 2024
Fantastic customer care experience
15 March 2024
Very professional
15 March 2024
Didnt receive the service video
14 March 2024
Easy to arrange, good contact and a smooth experience
14 March 2024
The staff were very pleasant
13 March 2024
Customer service isn't what I expected from Vertu BMW. The fault I flagged wasn't fixed and the car was returned back to me worse than I sent it in for and have still not had a call back to get it resolved
13 March 2024
The work carried out for the service and MOT was excellent
13 March 2024
Wonderful staff giving a first class service
13 March 2024
As above. The staff were great the garage immaculate but when your paying the price I am for my services etc you should be able to book it in for a specific time.
13 March 2024
The service I received in setting up the appointment, delivering the car and collection was excellent, efficient and very professional.
13 March 2024
Staff are just brilliant and really seem to care about their customers. Always helpful and go out of their way to be if assistance.
11 March 2024
Ease of transition between my vehicle and courtesy car. Polite and friendly staff, kept well up to date with ongoing repairs.
11 March 2024
Prompt service
11 March 2024
Paul was outstanding, a credit to Vertu and BMW. Fully explained everything and seamless professional service.
11 March 2024
Great experience
10 March 2024
Either my vehicle has a faulty part that hasn't been repaired or the service advisor Sahandra has lied to me, either way this is is poor customer service.
10 March 2024
Tyre price quote was £100 per tyre more than the most expensive oem tyres I could find on Kwikfit.
10 March 2024
Service was completed with the expected time
09 March 2024
No diagnostics available on day of service delayed the repair. When enquiring about the slow progress of repair I was promised a call back 4 times. I received no callbacks. On the positive side the staff were always courteous and the repair good.
09 March 2024
Stephanie the service advisor and Liam reception make you feel really welcome
08 March 2024
Dismissed me at first, didn't stick to deadlines given had to keep chasing for information
07 March 2024
Courtesy was was poor, it just looked as though it just had a basic jet wash. There was bird droppings on it still and water stains all over. So I had to wash the can myself because it stood out. Looked more like a pre wash, without going back to it
07 March 2024
kept in contact about what was happening
06 March 2024
I had an issue with my car which was sorted within 24hrs of contacting bmw. When picking my car up staff in branch were so friendly, the branch itself beautiful and spotless and to top it off my car was fixed, had been cleaned and goodies left within
06 March 2024
Young Man Called Paul , very Helpful , always upbeat and Smiling noth is to much trouble to help
05 March 2024
I was happy with the service
04 March 2024
I was treated as an individual
04 March 2024
Great service
04 March 2024
Great service
04 March 2024
Easy going polite staff
04 March 2024
Requested a waiting service and all completed on time in pleasant surroundings.
03 March 2024
Warm friendly atmosphere and found a slight issue with the car we weren't aware of which will be monitored.
03 March 2024
Really good customer service
03 March 2024
Paul went over what he had to and his service was excellent
02 March 2024
Able to check in online. Received a health check video. Maintained contact to let me know when vehicle was ready to collect.
02 March 2024
Video report very useful - always confident in quantity of workmanship.
02 March 2024
Stefanie was very helpful and explained about the BMW app which she helped set up. They kept me informed and helped with any questions
01 March 2024
Issue sorted out promptly.
01 March 2024
Really good service
29 February 2024
Punctual.
29 February 2024
Good communication at all times with friendly staff members
29 February 2024
Professional and friendly staff, offered a coffee and free stuff
29 February 2024
It was advised during 2023 service that front brake pads were approaching min limits so I requested they were replaced during the 2024 service. I was told replacement was not required. 2 days later there was an advisory notice on the MOT report.
29 February 2024
Staff were very accommodating and friendly, couldn't do enough for me.
29 February 2024
Total satisfaction, no complaints at all
28 February 2024
Great staff
28 February 2024
Nicole Christie was excellent and kept me fully appraised of my vehicle's repair.
28 February 2024
Good service
28 February 2024
All the staff were very helpful and friendly, very professional.
27 February 2024
1st class from start to finish
27 February 2024
Massively
27 February 2024
This is due to the excellent service received by Sahena who followed up my request for the repair to my car seat. She persevered to ensure a satisfactory outcome to the issue with the car seat
27 February 2024
I wonder if the time I have to leave the car for service/repairs/diagnostics could the garage aim for half a day it would be so more convenient, also I did not know that there was a pick up and drop off was available at a cost
26 February 2024
See above
26 February 2024
Excellent explanation given about my car from the sales manager
26 February 2024
First class service from start to finish
25 February 2024
Excellent after sales car returned clean valeted
24 February 2024
Staff are very polite and car was fixed quite quickly
24 February 2024
Helpful members of staff in all visit to centre .
24 February 2024
Staff were very professional, helpful an accommodating.
22 February 2024
Outstanding
22 February 2024
Because I was completely satisfied
22 February 2024
All issues resolved.
22 February 2024
The fact I dropped my car off at 7:50 but didn't get it back until 17:40 when there was no mention of this when I booked it in. I had things to do after work and had to cancel things
22 February 2024
Jobs always done to 100%satisfaction. Well done technicians and thank you.
22 February 2024
Service okay but my car wasn't washed or cleaned.
22 February 2024
My car was ready on time, washed/ vaccumed, and ready to go.
28 January 2024
Stef was great! Very understamding of my situation (working nightshift). She took great care and must have had a boot full of patience for me! I really appriciate it.
28 January 2024
Reasonabley priced
28 January 2024
Kept informed along the way and I liked and appreciated the video sent
28 January 2024
Job finished early
28 January 2024
Great service great stall
28 January 2024
Work completed. No issues.
28 January 2024
Did exactly what I requested and and were pleasan5 with it.
28 January 2024
Offered a lovely coffee while I was waiting
27 January 2024
The service receptionist in Durham was fine and communication was ok just the pantomime of actually getting BMW to check the DANGEROUS airbags in the car considering your recall letter stated DO NOT DRIVE your staff were all mostly not concerned
27 January 2024
Did not take the engine light off
19 April 2024
All staff, especially Jon Cain were so helpful during this process.