About Your Local BMW Retailer

0191 357 0915

OUR CUSTOMER REVIEWS

SALES

5.0

SERVICE

5.0

Our 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.

New car sales
Service

215 ratings and 112 comments received in the last 90 days.

10 June 2025

Everything as promised and even delivered 1 week earlier.

06 June 2025

Meets all of my requirements

04 June 2025

Again excellent service even when problems occurred.

03 June 2025

Good handover experience and follow up

03 June 2025

Very professional and spent a lot of time on handover going through all new displays in the car

27 May 2025

See above otherwise it would have been perfect

11 May 2025

Everything went smoothly All our questions s were answered Abby was very approachable and friendly

10 May 2025

Gaz was excellent

07 May 2025

It was all straightforward and without any issues. I dealt with the same person throughout which made things easier

03 May 2025

Michael Pattison, Sales Manager, gave us first class service from the moment we entered the Centre in Durham through to picking up the car. Liam the BMW Genius was very halpful during handover and will be there for any further questions.

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24 April 2025

Seamless process; very efficient throughout.

18 April 2025

Very satisfied, faultless

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

Sales Executive Nick Jimson was outstanding and made the whole experience a memorable one for me and my 11 year old daughter also.

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.

01 April 2025

Treat like I was their only customer.

01 April 2025

Really efficient, thank you

30 March 2025

Very satisfied

28 March 2025

Very satisfied- great service throughout the purchase journey from Abby at Durham Vertu.

14 June 2025

Work carried quickly and efficiently.

14 June 2025

Work was fast I was not waiting all day and the service resorption was very helpful

11 June 2025

Pro active to determine the issue

09 June 2025

Great service provided

09 June 2025

Vertu Durham have restored my faith in dealerships! From start to finish they kept me informed all the way, repaired and reassured me of an issue I had with the car and didn't charge me for unnecessary repairs. I will happily be using them again.

08 June 2025

Courtesy car should have been better Wait times

08 June 2025

Every time I go to Vertu Durham bmw, they give poor service, unfortunately it is close to home

05 June 2025

Good customer service & communication

04 June 2025

Excellent staff and very knowledgeable

03 June 2025

Recall work on 2 vehicles was undertaken in convenient appointment slots at the same time

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31 May 2025

Nothing was done

30 May 2025

Delivered everything as expected

30 May 2025

All needs taken care of in a timely manner.

30 May 2025

Unexpected repairs are always bad news but they were explained well with options

30 May 2025

Super professional and proud staff. Love being there.

30 May 2025

As above.

29 May 2025

Key drop boxes pointless when a staff member oversees their use. Personal handover more user friendly

24 May 2025

Started and finished at the agreed times.

24 May 2025

I had 2 people call ( second one being after completion of the service)and ask if I want to book my car in for the service even after I had made the online booking and called in to confirm I needed an MOT.

24 May 2025

See above comments - a call to say there was not going to be a courtesy car available meant I was effectively stuck there unless I cancelled for another day which was not an option either, I would have brought my laptop etc to be able to work.

24 May 2025

As above

20 May 2025

Communication excellent before, during, and at pick up. Fully informed and made to feel valued at the dealership.

20 May 2025

They are always very helpful and friendly

18 May 2025

Look up

18 May 2025

This was a first service for my car and when the service had been completed it was returned to me in immaculate condition. Very impressive.

18 May 2025

On time

17 May 2025

Efficient service with a friendly environment

17 May 2025

Both efficient , and helpful . I had a time problem which reception staff and service team sorted out for me in exemplary way . This was very much appreciated .

15 May 2025

Both Rachel Morris, service advisor, and Simon Matthews, vehicle technician, were extremely professional and helpful with completing the work required for my car. A* service from both of them, got my car back to me in great time!

14 May 2025

Godd Service.

13 May 2025

Job competed promptly

11 May 2025

Very friendly staff, very easy process of dropping off car and picking up loan car.

11 May 2025

Nicole Christie kept us well informed about progress on the car. She was really helpful, friendly and courteous - an asset to Vertu BMW.

09 May 2025

As above

08 May 2025

As above, In a couple of weeks I will bring a second BMW into your care.

07 May 2025

Josh was fantastic, great communication and very polite

03 May 2025

Always reliable and friendly service

02 May 2025

Got the job done in goo time

01 May 2025

Car was in for MOT i booked for the Monday but they got me in on Saturday and was fast and efficient.

29 April 2025

As above

29 April 2025

As above

29 April 2025

All done efficiently

28 April 2025

Sam kept me informed throughout, she was friendly, polite and efficient. Could not fault any aspect of the service.

28 April 2025

At BMW Vertu Durham staff look after you and your car.

27 April 2025

Really helpful staff,helped with self service check in,video of service emailed and a call to say car was ready for collection and then taken out to my car,excellent service

24 April 2025

As above

23 April 2025

I00% satisfied problem sorted straight away many thanks

23 April 2025

Excellent service, as above: was kept informed on progress, received a full report; work completed to our satisfaction; and all staff were friendly and courteous.

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

Only picked up on 1 thing that ACTUALLY needed doing rather than listing things that didnt.

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

exellent customer service

16 April 2025

It's very expensive

16 April 2025

Service great, wash and vac service could have been better

16 April 2025

Got my recall completed and complimentary cleaning service.

14 April 2025

Rebecca kept me informed step by step this lady is a credit to the dealership

14 April 2025

Staff are knowledgeable, helpful, patient and efficient.

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

Garage was nice, parking was okay. Offered coffee from staff. We weren't left waiting and the courtesy car was nice as well.

08 April 2025

Brilliant staff and service , including communication at Vertu Durham

08 April 2025

Very helpful staff. Cheerful, offered me a coffee whilst I waited.

08 April 2025

Video of visual check very useful

08 April 2025

Good service resolved my issue

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

04 April 2025

They told me car would be valeted That didn't happen

04 April 2025

As above

03 April 2025

PR and service excellent, very helpful staff at this BMW garage.

03 April 2025

Great service , very friendly staff

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

Friendly, efficient and seemed to want to help.

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.

28 March 2025

Vey nice people

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.

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

Rebecca was very welcoming and she made the whole experience pleasant and easy

26 March 2025

Efficient, high quality and fantastic communication

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