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OUR CUSTOMER REVIEWS
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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.
335 ratings and 186 comments received in the last 90 days.
04 April 2025
The handover was excellent, and Gaz demonstrated exceptional engagement with my children. Additionally, Kieran took the time to contact me regarding my son leaving his jumper in the garage, which I greatly appreciated.
02 April 2025
The customer relationship manager Nick Mason was great. He was patient and took time to answer our questions. His interpersonal relationship was key to our decision making. We remain absolutely grateful to him.
02 April 2025
Sales Executive Nick Jimson was outstanding and made the whole experience a memorable one for me and my 11 year old daughter also.
01 April 2025
Really efficient, thank you
01 April 2025
Treat like I was their only customer.
30 March 2025
Very satisfied
28 March 2025
Very satisfied- great service throughout the purchase journey from Abby at Durham Vertu.
25 March 2025
Gaz was efficient and had a very pleasant and respectful manner. He was thorough and good to deal with. He was prompt with message replies and kept me informed throughout. Nothing was too much trouble.
25 March 2025
The team at Vertu, Durham were brilliant from start to finish. Kept me informed at every step. Very easy to get along with. I initially spoke to Kieran who helped me with the order, then Nick Jemison, who was excellent, and Will helped with a query.
25 March 2025
Gas was really helpful
25 March 2025
Overall a very good service, however I had booked in to receive my car at 4:30 pm and had to wait until around 5pm before I was seen too on my delivery day.
25 March 2025
Well looked after
22 March 2025
I was very happy with the sales environment, friendliness and helpfulness of the staff.
17 March 2025
First class
16 March 2025
Immaculately clean showroom,
15 March 2025
The showroom was very inviting and the sales team very friendly and helpful. The team gave 100percemt during our sales experience.
12 March 2025
All smoothly done
12 March 2025
We largely dealt with Nick Mason & Will Todd, both highly professional, personable & knowledgable. Nothing was too much trouble & we felt comfortable asking questions about the car & additional products & features. Thanks for a great experience.
06 March 2025
Excellent customer service
05 March 2025
After an initial 3 hour discussion we got to where I wanted to be both with car and price. Nick Jimson is a fantastic ambassador for both the dealership and the brand
05 March 2025
Overall again very good, a couple of last minute changes with delivery dates but nothing that wasn't manageable
02 March 2025
Friendly staff, very knowledgeable and patient
25 February 2025
Great rapport formed. Lots of engagement and listening and made it enjoyable rather than a traumatic negotiation. Jim was very helpful and made it a pleasure for what is a rare new purchase happening.
21 February 2025
Professional, polite, kept me informed. A pleasure to do business with.
04 February 2025
Nick came to my house to pick me up, explained everything about the car, helped ensure I was set up before I left. Could not be happier.
22 April 2025
Joshua was very helpful from first meeting him answering questions I asked about the service were no problem.I like the video of the car also.Well done.
22 April 2025
Very knowledgeable trust advisor ??
20 April 2025
Car running great
20 April 2025
Fourth time of trying but done quickly without any issues
16 April 2025
Service great, wash and vac service could have been better
16 April 2025
exellent customer service
16 April 2025
I brought the car in on the appointed date and was given a courtesy car. The workshop called me when the car was ready. The staff in all cases were friendly and helpful, it was a smooth operation, no problems at all.
16 April 2025
Only picked up on 1 thing that ACTUALLY needed doing rather than listing things that didnt.
16 April 2025
It's very expensive
16 April 2025
Got my recall completed and complimentary cleaning service.
14 April 2025
Staff are knowledgeable, helpful, patient and efficient.
14 April 2025
Rebecca kept me informed step by step this lady is a credit to the dealership
13 April 2025
Only downside was lack of pesonal attention on arrival. Reception desk not maned.Not happy with self check in. All was ok once service were aware of your arrival.
12 April 2025
Nicole Christe took control from vehicle receipt from inspection and repair through to collection. Advised me if repair options without trying to influence me. Kept me informed of progress. Very professional & friendly. Gave great customer service.
11 April 2025
Communication was great, nothing was too much trouble and I felt I was taken care of as a customer. I feel I paid more than if I went independent but the service I received made up for a lot of that.
08 April 2025
Good service resolved my issue
08 April 2025
Video of visual check very useful
08 April 2025
Very helpful staff. Cheerful, offered me a coffee whilst I waited.
08 April 2025
Brilliant staff and service , including communication at Vertu Durham
08 April 2025
Garage was nice, parking was okay. Offered coffee from staff. We weren't left waiting and the courtesy car was nice as well.
07 April 2025
Joshua was friendly and helpful, even though i was bring my new BMW in he took time to check on my other car i have and managed to help me book it in for a MOT.
07 April 2025
The work itself was fine the issue I had was I called twice prior to get a quotation and my call was not returned..
06 April 2025
I could have given 5 stars if it wasn't for my initial experience.
05 April 2025
Work was completed on time and I was kept up to date with all situations through the day
05 April 2025
Everything done well
05 April 2025
Josh was very helpful and very efficient
04 April 2025
As above
04 April 2025
They told me car would be valeted That didn't happen
03 April 2025
Great service , very friendly staff
03 April 2025
PR and service excellent, very helpful staff at this BMW garage.
03 April 2025
Satisfied with the service of the car. Sales department ringing about if I want to sell my car is fine but it's the invasive questions that are off putting. No means no.
01 April 2025
I was completely satisfied with the service given.
01 April 2025
Overall a great customer experience. Rebecca was excellent providing a personal point of contact and regular updates about the progress of my vehicle's diagnostics. Only reason for one star dropped is the vehicle fault reported was not solved.
31 March 2025
See note above!
31 March 2025
AMAZING
30 March 2025
Car washing was very poor
30 March 2025
Friendly staff, regularly updated, car collected with no issues.
29 March 2025
Staff are so helpful
29 March 2025
Changed tyres within 2 hours as stated, gave me cup of tea & kept me updated.
29 March 2025
Friendly, efficient and seemed to want to help.
28 March 2025
Video was very clear and informative, one of the technicians offered to go out in the car with me when the issue couldn't be identified, giving us the opportunity to clarify this, which we found very useful.
28 March 2025
Vey nice people
27 March 2025
Even when issues were realised and out of the control of both the customer and staff a continuous level of professionalism was maintained Thanks
27 March 2025
Overall top service. There was a slight hiccup as they installed one less part in it then required, but they rectified it at no extra cost on my next visit.
26 March 2025
Efficient, high quality and fantastic communication
26 March 2025
Rebecca was very welcoming and she made the whole experience pleasant and easy
24 March 2025
Provided with list of parts replaced under recall when I requested. For 5 stars, I would have liked a brief verbal report at collection just to summarise how the service went including condition of the existing parts replaced.
24 March 2025
At the right time I got my car back
24 March 2025
car picked up and dropped off on time and all work carried out to a high standard.
24 March 2025
Car was ready quicker than expected and was washed and cleaned.
23 March 2025
Quick and reliable
22 March 2025
Friendly polite staff who were really helpful
21 March 2025
Top notch
20 March 2025
They did the job required without any fuss.
20 March 2025
Vertu BMW are always friendly and supportive of their customers.
20 March 2025
Great
20 March 2025
The young lady was courteous, knowledgeable and professional
20 March 2025
Nicole was excellent. I had a lot of issues with a car I had bought elsewhere and she kept me updated on the work that needed doing and constant updates. She also spent extra time with the technician and called my warranty company. Excellent service
19 March 2025
Friendly and helpfull
18 March 2025
Was a bit disappointed I couldn't have a little Hoover and wash as car May not been ready for me in time to pick kids up from school
18 March 2025
From booking my car in to keeping me informed of the progress of work and greeting me very well when i returned to pick up my vehicle it was all very professional and Rebecca was very nice, polite and helpful during my visit
18 March 2025
I had a fantastic experience with BMW. From the moment I dropped off my car, the service was excellent. They carried out a full check and completed a recall repair efficiently. The woman who assisted me was incredibly helpful and friendly.
17 March 2025
Like I said everybody spot on at Durham lot better than Sunderland branch but still makes me think when you have a warranty and you say something happened and the service person say £150+vat make me think is it worth going to main dealer+warranty
17 March 2025
Service completed in the timeframe given by Neil who is an absolute asset to your company.
17 March 2025
I'm on a plan and the service has always been good. On top of that you get your car washed.
17 March 2025
Excellent service
17 March 2025
Great customer service
17 March 2025
Was dealt with in a very pleasant manner and the car was really nice and clean
17 March 2025
The experience is great, but expensive!
17 March 2025
Excellent from start to finish. Particularly helpful and pleasant service advisor.
16 March 2025
As above
16 March 2025
Great service my car was picked up and dropped off at my door unfortunately the car wasn't cleaned as promised so a 4 from me
15 March 2025
Brilliant
14 March 2025
Great Service
14 March 2025
Happy with the work carried out. Could have adjusted my handbrake cable but to be fair I did not flag this up.
14 March 2025
Pleased with the service
14 March 2025
I was kept up to date with the progress of-the car and it was clearly explained the options open to me. The car was repaired ahead of time and clean and tidy when i went to collect
13 March 2025
Fantastic staff at dealership
13 March 2025
Easy to arrange service. Regular updates and reminders. Friendly and helpful staff. Job completed as planned. Clean premises. Car cleaned and valeted - much appreciated.
13 March 2025
Service was fantastic
12 March 2025
My vehicle was repaired very quickly and professionally
12 March 2025
Everything really good.
12 March 2025
Totally satisfied kept me informed about what was happening all of the time
12 March 2025
Friendly professional service and received reminders regarding my appointment
12 March 2025
All staff were knowledgeable and professional
11 March 2025
Nothing too much trouble for all staff. They listen.
11 March 2025
The vehicle given as a courtesy car was the new 5 series hybrid. A very good car. But not an X5. Prior to my first X5 I had jaguars for 16 year's, the last three vehicles were the XJ. Jaguar insisted any courtesy car was an XJ, and even hired one.
10 March 2025
I came away smiling ??
10 March 2025
Really helpful staff who went the extra mile to get me the car I wanted and a great deal as well
10 March 2025
Always so freindly and helpfull
09 March 2025
Very accommodating when I turned up unannounced due to a tyre puncture.
09 March 2025
No complaints whatsoever
09 March 2025
Rebecca was great, very helpful and did everything she could do help. Unfortunately, when my car was in the workshop the footwell mat ended up with oil stains on. I know accidents happen, but obviously this has ruined the mat now.
09 March 2025
Issue was dealt with promotly
09 March 2025
Kept informed through out the visit either by text or phone calls.
08 March 2025
Staff friendly and accomodating. Only concern was attempt to charge for diagnostics to identify a problem. When I opted not to pay for diagnostics, the issue was identified and fixed anyway so I assume I'd have been charged for no reason.
08 March 2025
Because I couldnt have expected any more.
08 March 2025
Nice place, no one bothers you, quick turn around.
08 March 2025
I have given this rating because the prices are not justified, My M2 was in for a Running in service at 1200 mile,to the cost of £416,i mean lets be realistic,after 1200 mile the car needs nothing,and no engine oil comes to that cost,its ridiculous.
06 March 2025
Excellant customer service
06 March 2025
All work carried out in timely manner. Kept fully updated by team member Stephanie who was looking after my enquiry.
05 March 2025
Sales yeah were very good but since purchase the experience has been less than satisfactory.
05 March 2025
Friendly driver and reception
04 March 2025
Great service and so helpful.
04 March 2025
Excellent personal service from front desk. Kept me fully informed of progress.
04 March 2025
No advisories!
04 March 2025
The staff members that i encountered on my visit appeared welcoming and helpful.
03 March 2025
Good quality service undertaken in a speedy manner.
02 March 2025
Although not an urgent repair I had to wait several weeks for the appointment
02 March 2025
See above. still awaiting email reply from last Wednesday to see if estimated work I was quoted when I was on site will be covered under comprehensive warranty and no reply
02 March 2025
Customer service is outstanding
02 March 2025
Please see above.
01 March 2025
good value for money, friendliness and competence.
01 March 2025
We received lots of detailed advice on our potential purchase. The use of tv screens to show available stock, and specification of each car we liked, was a great feature. All credit to Michael for making it an enjoyable experience ... well done !
27 February 2025
Very friendly super helpful staff.
27 February 2025
Happy all round
25 February 2025
Fault with cooling system when vehicle returned
24 February 2025
Very clear and informative communications
24 February 2025
I was kept up to date on progress and the car was ready on time. The cost of thr service was as quoted
24 February 2025
Very efficient from start to finish- extremely accommodating to requests
23 February 2025
There was good communication in place , the staff are so friendly and always ready to help.
22 February 2025
Easy to deal with. Friendly manner.
22 February 2025
Receptionist friendly and professional
22 February 2025
Sam at Vertu Durham looked after every detail of my appointment in an efficient and friendly way.
19 February 2025
Friendly professional people and swift service
19 February 2025
As previous.
19 February 2025
Damaged screen where heated seats buttons are. Sent email regarding this and no resolution has been made. Looking into escalating this further. No apologies only complete denial of damage. Looks like a pressure damage on the screen to crack internal.
18 February 2025
Are above
18 February 2025
Perfect across the board
18 February 2025
Great service, but I noticed the software had not updated my car mileage on the invoice.
18 February 2025
As above
18 February 2025
See above.
18 February 2025
Same as above
18 February 2025
I've already explained
18 February 2025
Ok but a brake fluid change shouldn't take 2.5 hours +
17 February 2025
I was given updates on any additional work and quotations throughout so I knew all the costs.
17 February 2025
Nicol was amazing. She understood the problems with my car, took keys off me and said she'd sort out everything. She organised a lift to my place of work and a hire car.
17 February 2025
Everything was as expected. The pricing was accurate, the service advisor was helpful and accurate. The work carried out was done efficiently.
17 February 2025
The voucher allowed me to have the worked recommended
17 February 2025
Rebecca has been a great help to me. I managed to get a faster services than the normal appointment I had because my car wasn't drivable when dropped off to the Durham dealer .
14 February 2025
From minute walked into branch staff dealt with with my requirements.
13 February 2025
Individuals in the garage were helpful, however, I received an insane amount of text messages prior to the service.
12 February 2025
Customer service was really good stephanie was very professional.
12 February 2025
Stefanie helped me a lot
11 February 2025
Very efficient
11 February 2025
Excellent service
11 February 2025
Very helpful, friendly and professional staff
10 February 2025
Efficient service
10 February 2025
Your staff really looked after me and my car.
09 February 2025
They got me a good deal on my repair on engine failt
09 February 2025
My advisor was brilliant, she explained everything perfectly and everything went smoothly with the courtesy car I received.
05 February 2025
Very happy
05 February 2025
As previously said I was offered a cup of coffee and told someone would bring it over to me and he did not happen. It is certainly not a big issue however I'm a firm believer if someone says they're going to do something I expect them to do it.
04 February 2025
friendly and supportive
03 February 2025
Happy with the service technician video the car to me and talked me through the check plus the receptionist was very helpful
03 February 2025
The staff have been fantastic.
02 February 2025
Very satisfied and friendly
02 February 2025
Staff pleasant
01 February 2025
Hassle free
01 February 2025
Too large a gulf in understanding between BMW personnel and the customer
18 April 2025
Very satisfied, faultless