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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.
465 ratings and 229 comments received in the last 90 days.
13 November 2024
Outstanding personal touches and attention to detail.
04 November 2024
The purchase itself was seamless until the final confirmation. Due to the financial situation delivery was delayed by 24 hours. However, the Staff were exceptional in their efforts to finalise the purchase.
22 October 2024
The sales man was very knowledgeable about the vehicles that they had in stock, so was able to show us actual vehicles in the colours that we were considering. The staff that we spoke to were all polite, friendly and made us feel welcomed.
08 October 2024
Very good, just a bit rushed because of qtr end.
07 October 2024
Very helpful sales team, and the car arrived quicker than originally expected.
07 October 2024
Straightforward throughout
04 October 2024
Nick was very helpful and listened to my requirements. The car I bought was exactly to my specification and more!
03 October 2024
This is the 4th BMW I have bought, wouldn't go anywhere else.
03 October 2024
I had already put a deposit down on another Audi TT when my husband said let's just try BMW at Durham before you 100% commit. After meeting Nick Mason and finally being able to test drive the car I wanted, I totally changed my mind.
02 October 2024
Felt very looked after and cared for, even though spending a lot of money, I still felt very spoilt
01 October 2024
My Sales Manager Michael was superb throughout the process. He kept me updated on the progress of my car and when it arrived slightly earlier than expected he pulled out the stops to hand the car over to me.
01 October 2024
Really satisfied with the service we got from Jon Cain. Easy to deal with compared to others. Delivery didn't take long. Jon was transparent with us from test drive to purchase.
01 October 2024
No issues.
01 October 2024
Five star service, Gaz was fab to deal with and kept us informed.
01 October 2024
Very professional service and delivery off my car
30 September 2024
Great handover of the vehicle, plenty of time with the car and explanations of some of the technology differences from my old BMW before I drove away
29 September 2024
The salesman who dealt with us, Gaz Singh, ensured that every point we raised was fully dealt, including after we had taken delivery of the car. True top class customer service
29 September 2024
Nick Mason was brilliant in helping me get what I was looking for and made the switch so easy and the hand over of the car was excellent
27 September 2024
Scheduled to collect my new vehicle at 11:00Am i arrived 15 minutes early and car was ready and waiting, i was in straight away to sign everything over no waiting around and kept updated by Jon on everything amazing customer service.
26 September 2024
Car functions explained clearly and kept informed of all stages of process
26 September 2024
Great customer care.
26 September 2024
Gaz fully explained the things I needed to do prior to delivery and kept me informed on delivery and handover.
25 September 2024
Nick from berth was great. He kept in touch and updated me throughout the delivery period. I'm very happy with the car and would come back for my next one in a few years. Thanks
24 September 2024
I was very satisfied with my experience with BMW and more importantly Nick and the team at Durham. They work with me whilst I was away on holiday in regards to pick up dates and couldn't have been more accommodating.
21 September 2024
10/10. the showroom is very nice and well organised, the staff we encountered were all excellent, and Gaz was excellent who made our whole experience very personalised and enjoyable!
17 September 2024
The salesman Nick who i dealt with was very helpful throughout the sales process,nothing was too much trouble and got my car all ready for collection very quick.
13 September 2024
Brilliant service
12 September 2024
Very enjoyable!
10 September 2024
Very pleased with the car.
09 September 2024
Very helpful staff
28 November 2024
All done on time and fully informed of progress
28 November 2024
Very friendly and helpful
27 November 2024
Good care from service staff particularly Sam
26 November 2024
Very explanatory vehicle cheque. Prompt repair and replacement of any part of needed. The assurance of the vehicle being well up to standard.
26 November 2024
Excellent service
25 November 2024
Look above
25 November 2024
After a couple of problems with back order parts, the service advisor arranged for my car to be picked up and dropped off while the recall was done.
25 November 2024
Routine service work was fine but failed to sort out reported issue
25 November 2024
Friendly and polite staff
24 November 2024
Brilliant, detailed and polite throughout
24 November 2024
Courtesy car ready on check in
21 November 2024
Found Winter service good, video to go with it, was advised over air conditioning and fault on tyre that needed replacing.
20 November 2024
Once you had the vehicle the service received was efficient.
20 November 2024
There were no issues with any of the process
20 November 2024
The staff on site where extremely helpful and delivered a hot chocolate whilst I was in the reception waiting. Good customer service all around.
20 November 2024
Although some confusion where not all aspects of job sheet were on the online check in screen. quickly resolved by staff.
18 November 2024
I just feel like an inconvenience whenever I use bmw
18 November 2024
Very quick, kept informed throughout
18 November 2024
Very friendly, kept me updated
18 November 2024
Let down
18 November 2024
Because of the wheel issue, I could only give this three stars
18 November 2024
All round good service
18 November 2024
Good service
18 November 2024
Liked the video call showing and explaining from under the car.
18 November 2024
Kept up to date with progress on my car.
17 November 2024
They do their very best but: 1. Had to wait over 4 weeks for a service. 2. Nearest Centre 35 miles away....additional time and cost. 3. Cost 4. Believe in your own Bulls**t
15 November 2024
Staff very helpful and informative.
15 November 2024
Easy to reach Waitin times for apt can be long
14 November 2024
After a misunderstanding regarding the door that required the work on, the car was rebooked in and everything was dealt with exceptionally.
14 November 2024
Job complete
14 November 2024
The service was prompt and everything explained
13 November 2024
Just in for mot and waited for just over an hour and had that done and got a lovely cleaned car back
13 November 2024
This was the best service for years I have had at BMW
13 November 2024
Staff were polite and friendly.
11 November 2024
It was a very professional set up with very friendly and helpful staff. The showroom was very smart and comfortable to while we were waiting. There was plenty refreshments also a tv to watch while we were waiting.
11 November 2024
Experience overall was good, including a slight mishap however the way this was dealth with was great. The service advisor I was dealing with was incredibly professional and managed everything very well.
11 November 2024
The car was dealt with in the time agreed and a courtesy clean was very appreciated
11 November 2024
I have used the Durham branch of Vertu for a number of years with several of my BMW cars and always happy with the service team.
11 November 2024
Easy to book vehicle service appointment. Provision of good quality courtesy car. Professional staff.
08 November 2024
- Easy to do business with - Made the experience very easy with good communication in person and over the phone
08 November 2024
Not washed as requested.
07 November 2024
Accomodated the changes of plan to suit me with no fuss.
07 November 2024
Easy and simple
07 November 2024
Amazing service.
06 November 2024
customer service girl very good ,pleasant and very helpful
06 November 2024
The service was carried out.
06 November 2024
great service especially from Samantha Jackson.
06 November 2024
Really good salesperson, hassle free and a pleasure doing business
06 November 2024
I was seen to quickly in a very nice manner. The car had been washed and cleaned inside.
06 November 2024
I have been coming to this dealership for years the staff keeps changing so not knowing the new staff is a bit of nuisance but i suppose i will get over it.
06 November 2024
Still waiting for date for recall informed of in April
06 November 2024
Did everything and a bit more that I asked for on the day
06 November 2024
great service
04 November 2024
Lovely efficient friendly staff
04 November 2024
It's lovely to get video from the mechanic to let me no how my car was and to let me know if anything was needed
04 November 2024
Polite helpful staff, very informative.
04 November 2024
Great service and very friendly staff
03 November 2024
As above, hassle free process and friendly, helpful staff
03 November 2024
Top class service from Rebecca on the service desk
02 November 2024
Totally dissatisfied
01 November 2024
Great dealership the staff were very friendly they offered me drinks and even a lift home.I look after my BMW and it was returned to me clean as if they had never been in it.
01 November 2024
Receptionist was helpful and sorted a courtesy car for me and explained the process. She also did her utmost to get my car sorted asap so could get it back asap
01 November 2024
simply and easy to drop car off
31 October 2024
Brilliant service
31 October 2024
As above , attentive staff always extremely helpful and friendly
30 October 2024
Very satisfied Rebecca dealt with it all very professionally
30 October 2024
You called me to book for recall to be rectified, day before booking you say you don't have the part!
30 October 2024
VEHICLE SERVICE - JOB GOT DONE
30 October 2024
I didnt feel that the service was up to the usual standard I have experienced in the past. Vertu BMW Durham has lost the personal touch it used to posses under the leadership of Richard Skinner. I felt more like a number !
29 October 2024
The staff are always amazing, start to finish. Teesside is closer but the service is extremely poor
29 October 2024
Booked in very quickly and on my way. Made aware of issues with the health check.
29 October 2024
Fast and efficient service
28 October 2024
Very satisfied with everything
26 October 2024
Had a tiny issue that was resolved quickly and simpley to everyones satisfaction by the reception girl
26 October 2024
Staff kept us informed throughout and the video was great.
24 October 2024
Very good service
24 October 2024
Good communication and reception staff very explanatory
24 October 2024
I checked the car in as requested and changed all the contact details to mine, not my husband's). The clerk was unaware of my check-in. She said she would update the system but this was not done as my husband was contacted about the service, not me
24 October 2024
Rachel and the team are fantastic as always. The senior technician Karl is also excellent
24 October 2024
I was completely satisfied I was kept update and everyone was really helpful and polite, the service could not have been any better absolutely fantastic.
23 October 2024
Efficient service & wonderful staff.
23 October 2024
Very good. Service and MOT completed in timely manner. Excellent video report
22 October 2024
Rebecca was great and she followed up with an email quote for some parts I was interested in looking to replace. She called me back when she said she would which is a small thing but is critical in ensuring good service
22 October 2024
Very helpful
22 October 2024
The service agent Sam. explained the work required and was able to answer my questions. The service experience was excellent.
22 October 2024
Car running beautifully x
21 October 2024
My car was designated to Sam but she was with another client, Stephanie could not have organised my requests any better. Very well done!
21 October 2024
Everything went as planned. Couldn't fault a thing
21 October 2024
Always kept up to date. Staff very friendly
20 October 2024
Do BMW have a policy of bonus points for dealerships based on the amount of time they can keep a customer waiting in the dealership ?
20 October 2024
Very friendly
20 October 2024
My service experience was perfect. I was kept in the loop with every step of the process by a video link and phone calls with Stef. She is a credit to your company.
20 October 2024
Excellent service
19 October 2024
Because Rebecca who looked after me was very polite and helpful
18 October 2024
Kept up to date at all times. Offered me the courtesy car for longer until the work was completed
16 October 2024
Easy check in and kept up to date regards progress of work.
16 October 2024
Nicole was outstanding as always and updated me every step of the way providing clarity and putting customer experience first - really happy with service received so far with BMW. Durham BMW in particular all staff I find friendly and personal
15 October 2024
I requested a courtesy car at head office but they said no.
15 October 2024
All serviced and clean on completion
15 October 2024
The lady who looked after me was amazing excellent customer experience give her a pay rise
14 October 2024
The team were very helpful to resolve the issue and gave further advice on the wheels.
14 October 2024
Excellent experience Excellent staff
14 October 2024
Fantastic service overall
14 October 2024
Nicole provided a high level of service.
14 October 2024
Excellent all round service us all areas.
14 October 2024
Excellent customer service from Nicole.
13 October 2024
We were very close to a deal. Not I'm a massive hurry to buy and I'm sure we'll be back if the right car comes in at the right price
13 October 2024
I was unwell and unable to collect my car so they delivered it back for me.
12 October 2024
The work (fortunately) was the lesser of 2 fixes, and the head unit is working superbly.
12 October 2024
Very efficient
12 October 2024
The car collection and return was on time and the drivers were professional, courteous and friendly
12 October 2024
Rebecca my Service Advisor was outstanding.
10 October 2024
Great service all round
10 October 2024
Everything was taken care of in a timely manner. Communication was excellent. Car was also valeted free of charge
09 October 2024
Excellent service
09 October 2024
Staff are always friendly. Communication is very good.
09 October 2024
The technician who serviced my car gave me an update on the overall condition of my car's engine and also informed me that I would likely need to renew the front discs and pads in about 6 months time. Forewarned is forearmed I always say.
09 October 2024
Completely satisfied with the service I received from your kind staff
09 October 2024
My car was booked for a long standing oil leak investigation but a recall intervined. The recall was concluded but the oil leak was an after thought the following day. No leak found despite independent MOT test confiming leak. Dealer not interested.
09 October 2024
Customer service is second to none, Nicole Christie is always courteous.
08 October 2024
Fantastic branch delivering professional & quality services from start to finish
08 October 2024
Very well explained
07 October 2024
My vehicle took longer than anticipated. Had to leave longer than planned. No courtesy car available. There never is. Not had 1 provided ever. Had to make own arrangements.
07 October 2024
Resolved recall fit and provided complimentary services.
07 October 2024
Excellent service and particularly proactive in offering a courtesy car due to the possibility of being unable to complete servicing (due to a powercut).
07 October 2024
both sets of staff were great drop of and pick up very good
07 October 2024
Fast service and clear communication
07 October 2024
Excellent staff, really helpful
06 October 2024
Seemed very professional
06 October 2024
Really fast service
06 October 2024
Car was cleaned and ready on time and was well communicated on the status.
05 October 2024
Great reliable service
05 October 2024
Service was excellent.
04 October 2024
Excellent service and updates.
03 October 2024
I got a last minute appointment and my car was complete by lunchtime.
03 October 2024
Respectful and polite staff and excellent service
02 October 2024
Because you always get more than the basics
01 October 2024
Kept updated throughout.
01 October 2024
The staff was really friendly , especially Steph who got my car ready quicker than expected as I had explained I need it for work
01 October 2024
Totally satisfied
30 September 2024
Pleased with the service and experience
30 September 2024
Whole process was simple and painless.
29 September 2024
I had the recall request on my EGR Valve and the sales stafff made us and the family welcome when we were looking round the showroom and made my decision final on which car to choose for my company car. My 1yr old My daughter was given a lovely car.
29 September 2024
Couldn't have helped any more, excellent service informative video.
29 September 2024
I am completely happy with the service from BMW from desk to garage what a team you got there ??
29 September 2024
Need to spend an afternoon there to get anything done!
28 September 2024
All completed and kept informed
28 September 2024
The lady who booked the car into the garage was lovely, she rang me and her customer service was brilliant. I have put fairly satisfied for the time it took, had to wait 4 weeks before there was a date available.
27 September 2024
Efficient service provided
26 September 2024
The staff, bother customer service and service centre, are always so helpful and kind, nothing is ever too much trouble. The workmanship is also to a high standard, so I was very satisfied.
26 September 2024
This was my first major service. No complaints or issues.
25 September 2024
It's the only people I would use to service my car
25 September 2024
Great
24 September 2024
Good quality work
23 September 2024
Stefanie was very professional and friendly. Explained everything and answered all my questions
23 September 2024
Extremely helpful and very understanding about the concerns I faced following my service booking and completing the recall of my vehicle.
23 September 2024
Staff were very professional and friendly. Got the job done in a timely fashion
22 September 2024
Everything got completed and fixed quickly
22 September 2024
My dealings with Catherine were very good. She kept me up to date with the progress of the work I was having carried out.
22 September 2024
As above. Staff where polite and willing to help
22 September 2024
I cannot put into words how dissatisfied I am with this garage not just on this occasion but previous occasions. Staff make up their mind and opinions based on what it should be not what is actually happened to the customer or their feedback.
21 September 2024
See quest one answer
19 September 2024
Again only thing that let this down was cleaning staff, the rest of service was absolutely amazing
19 September 2024
Kept well-informed of activity. Repairs carried out promptly with no fuss. Car returned to door in tip-top condition by friendly driver.
19 September 2024
Customer representative was exceptional even going so far as to double checking that the car had been cleaned to the highest standard
19 September 2024
Fast and efficient service.
18 September 2024
Top service every time
18 September 2024
Service dept always helpful, and amenable. Just nice people.
18 September 2024
Rachael was very good at her job . Customer service skills second to none . Very impressed .
18 September 2024
Great service from staff, Fantastic wash and clean.
16 September 2024
They did everything I asked without any fuss and although I did get a courtesy car the lad did give me a lift home.
16 September 2024
See above comment. Also lack of communication with regards car been ready for collection. There was a presumption they could just keep car a third day. Thankfully a courtesy car provided on third day. Also asked for a cost of parts. Still waiting!
15 September 2024
Good staff, repair done quickly.
15 September 2024
The staff are very professional. My car was ready to collect on time.
15 September 2024
Communication great, repairs done quickly and staff all lovely
15 September 2024
Good
15 September 2024
Steph was very helpful, keeping me informed throughout.
14 September 2024
I never got the service that I was promised on the phone. The lad on the front desk was more than helpful. But after that it was very disappointing.
14 September 2024
Very straightforward
14 September 2024
Everything spot on apart from the free car wash. Car came out dirtier than it went in.
14 September 2024
Very good service a little disappointed my next service milage has decreased by 15000 miles.
12 September 2024
Friendly and efficient people.
11 September 2024
Every question was answered
11 September 2024
ok
11 September 2024
Fast and prompt service, keep you update with the process and try their best to accommodate my needs
10 September 2024
My recall was done in a reasonable time and I was kept up to date. I received a complimentary valet and some gifts which was really nice. Thanks.
10 September 2024
Pleased with the professional customer service
10 September 2024
They answered my questions and where the staff member was unsure, she asked someone who did know
10 September 2024
Everything went well dropping car off and picking it up. It was finished a couple of hours earlier which was great.
10 September 2024
Work was fitted in at short notice
10 September 2024
Recall was completed, staff were helpful and knowledgeable.
09 September 2024
Very happy with the service provided by Stephanie McCormack went out of her way to help excellent customer service provided
09 September 2024
Brilliant service throughout thanks
08 September 2024
Very efficient and friendly staff and service
08 September 2024
Fully satisfied
07 September 2024
Would have been 5 stars if it had completed on time
07 September 2024
I've been using this garage for 8 years since I bought my car there. It's always been a good garage. No hassle.
07 September 2024
Everything done with ease. I was contacted when car wouldn't be ready on the day as soon as the lady knew about it.
22 November 2024
ordered the car in july was told would be expected week 40, 5 weeks later no car, ended up having to purchase a different and more expensive model. plus the value of mt trade in had fallen during that period