About Your Local BMW Retailer

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

184 ratings and 127 comments received in the last 90 days.

02 June 2026

From start to finish the whole experience was made seamless. A big thank you to Gaz for his expertise and patience.

31 May 2026

Whole experience with Jon- we are returning customers and a lot of the factors as to why are down to Jon, he offers a personalised experience and delivers.

16 May 2026

Very helpful and supportive

16 May 2026

Excellent service from the team at the dealership

02 May 2026

Chris Banks, talked me through some cars I was interested in, very informative & advised me on what would be best. He&Kieran were great throughout the deal, kept in touch, answered any questions & made it a great experience especially upon collection

29 April 2026

Service was excellent from start to finish. From contacting BMW, to choosing car with Gaz, and then Will ensured delivery of car would arrived as expected, to Nick handing over & doing the big reveal!

29 April 2026

Great experience from start to finish. Liam excelled in all areas of the sales process. The handover was one of the best I've had. Liam showed great product knowledge.

21 April 2026

I was helped from the second I walked through the door and can't fault the friendliness or quality of service.

18 April 2026

Chris Banks has been absolutely brilliant so helpful and understanding to help make me happy with the car and numbers

06 April 2026

Everything went perfectly to arrangements made

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05 April 2026

Jon was professional throughout and ensured that he provided an excellent service.

03 April 2026

Great service from start to finish. Look and feel of the showroom was brilliant. Quick turnaround of purchase and delivery:

03 April 2026

No issues whatsoever

02 April 2026

Brilliant service from start to finish from Andrew who worked with us

02 April 2026

Great service, Nick was very helpful throughout and very friendly

02 April 2026

Nick was Friendly, approachable and helpful.

31 March 2026

Extremely helpful and patient. All our available options were explained to us and no pressure was brought to bear. Gave us time to decide and proposed an excellent offer.

28 March 2026

Easy process from start to finnish and could not believe it took only 6 days from me being contacted to driving away in my new BMW

24 March 2026

Extremely welcoming staff. Salesman was very polite and looked after us. Once we purchased the car it was ready to collect just a few days later which I thought was brilliant.

24 March 2026

I would like to praise Liam at the Durham site for all his help as well as his honesty regarding new purchase, he is a credit to the company.

23 March 2026

It was for the attention I received from start to finish , nothing was too much effort , just extremely professional, a big thank you to Jon Cain who saw me through the full procedure

17 March 2026

Good overall experience and I received the car promptly. Sales team were pleasant and very helpful.

16 March 2026

This is my 3rd car from Vertu Durham. Always nice friendly atmosphere and offer good customer service with a fantastic choice of vehicles. Coffee really nice too!!

16 March 2026

Great customer service and customer experience from Chris Banks - Chris kept me updated throughout the purchase process and then ensured that the collection day was a memorable and enjoyable day for me and my wife - well done Chris and THANK YOU!

13 March 2026

Quick response to any queries I had, very helpful and friendly sales staff.

12 March 2026

It was amazing within 9 days of going into bmw for a test drive I had a new 26 plate

11 March 2026

Very minor issue with the car not having any washer fluid when arriving from the factory. However, garage fixed it immediately.

10 March 2026

The whole process was very professional

10 March 2026

We had an amazing experience from start to finish.Nick listened to every thing we wanted and had time for us.He put us at ease as soon as we sat down.The day we picked our car up felt so personal ,it was so exciting .Excellent Centre with lovely staf

10 March 2026

Excellent communication

10 March 2026

Everything thoroughly explained so I could understand in a very professional and polite manner.

03 June 2026

The person handling my case was not as friendly as the staff I interacted with during my previous visits to Vertu Durham.

03 June 2026

Customer service was excellent (Josh King) however the subsequent cost (£300) did not fully correct the issue.

03 June 2026

Seems as if you have to go to have different parts for what could be a full service at different mileage therefore your car is out of use / not available for you to use far too long

02 June 2026

Very satisfied service was excellent all the way through. Very pleasant and accommodating

31 May 2026

Always thorough and honest I have full faith whenever I bring my car in.

31 May 2026

Excellent service from Megan

31 May 2026

Overall very good only no curtesy car as pre arranged

30 May 2026

Polite helpful and sorted problem quickly

29 May 2026

Great service and always kept up to date . The customer service representative Stephanie helped me complete a damaged tyre claim which was excellent customer service.

28 May 2026

Communication was excellent

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28 May 2026

Megan Delt with my cars recall concerning airbag replacment Megan informed me that the replacment would be done stright away So my Wife Janet and I waited with a cup of tea each Until it was changed Megan was very kind and Helpfull A True BMW Employe

27 May 2026

Great staff never in last 10years had a problem

26 May 2026

As always the staff ( Joshua ) was attentive and the service was exactly fitting to my requirements. I needed to travel in the afternoon so I asked that my car be available asap and it was!

24 May 2026

I'm ashamed to say I have forgotten the lady's name who dealt with me but she was great, I can't praise her enough

24 May 2026

Great service. Treated like royalty as usual.

23 May 2026

Josh at BMW Durham was great to deal with and helpful.

23 May 2026

Appointment went smoothly.

23 May 2026

Polite, friendly and professional staff.

21 May 2026

Very smooth

21 May 2026

Because you saved me the trouble of taking my car away and bringing it back to myself after the mot and service, I was rather pained this day and it was greatly appreciated all your efforts.

21 May 2026

Good experience all round. Fabulous explanation of what to expect and costs.

21 May 2026

Good standard of work carried out

20 May 2026

The issue was dealt with promptly and efficiently.

18 May 2026

Went like clockwork

17 May 2026

Very helpful staff (Stefanie McCormack at Durham) - kept me informed of progress and was happy to answer questions. The technical video was also helpful.

16 May 2026

Since coming home we've had the same error message about the drive chain, the blowers aren't working nor is the heating or the air con. It was intermittent before it went in. Now worse.

16 May 2026

The service provided by BMW Durham was exceptional, especially form Stef who led my service all the way through and kept in touch with me almost everyday with updates.

15 May 2026

Staff courteous and kept me up to date whilst waiting

15 May 2026

Work carried out well and on time. Car washed and vacuumed nicely. Friendly staff. Good check in process

15 May 2026

Sam was very friendly and professional, the software update was completed quickly and a nice touch with complimentary wash.

15 May 2026

Extremely swift and professional experience, no difficulty at all and will be returning for future work

14 May 2026

Friendly and efficient service.

14 May 2026

Fabulous, I don't have an expensive car or model but was treat like I was a big spender. Really good service.

13 May 2026

Did all what I have signed up for

12 May 2026

Very friendly, great service

08 May 2026

Very efficient

06 May 2026

Really pleased, the lady who looked after me was very informative and kept me updated

06 May 2026

Very quick and efficient

05 May 2026

Nice staff. Confusing quote. Quoted £2200 for an oil leak . Thought price was very high so said no. On collection of the vehicle was told this was worse case scenario. I believe if I had just agreed I would just have been charged first price.

04 May 2026

Friendly, efficient and professional.

04 May 2026

Fantastic customer service. I asked if I could take my car the evening before as it was more convenient for me. This request was meet and it was absolutely no problem at all. All staff extremely helpful and polite, on both drop off and collection.

04 May 2026

Prompt service. Kirsty was able to get the problem sorted and get a replacement within a day. 2nd visit and very pleased with the service.

29 April 2026

Excelent service

27 April 2026

Excellent front of house service and communication during the day.

27 April 2026

Simply the way i am looked after by the centres staff.

26 April 2026

Staff were great but car came back to me with the dash display, the seat position, air conditioning all changed. All drivers can set the car up individually and it should come back the way it went in.

25 April 2026

Customer services very friendly and helpful

25 April 2026

An excellent service provided by knowledgeable, professional and friendly staff.

25 April 2026

Very good service but communication could have been better.

25 April 2026

Very helpful staff both at the service desk and the workshop staff

24 April 2026

Friendly service

23 April 2026

Great service from start to finish .Stefanie McCormack at Customer Service went above and beyond to help me with my insurance claim what an asset to Vertu BMW Durham.

22 April 2026

Steph very informative . Service progress very good

22 April 2026

Stefanie was great!

22 April 2026

Great service completed timely

22 April 2026

Excellent customer service and I was well supported

21 April 2026

Good price match for new tyre.

21 April 2026

Service was excellent. The instructions were clear and the process of checking in the keys were also easy to understand and follow. I had an opportunity to also talk to the sales for a new car which was a plus.

21 April 2026

Efficient, informed and pleasant staff and surroundings.

21 April 2026

Everything ran smoothly and ahead of time.

19 April 2026

Fantastic service as always by the BMW team

18 April 2026

Car checked and it gives me peace of mind it was done professionally

18 April 2026

The booking in process was easy, I could wait for the car in a comfortable work area and it only took 2 hours as advised

16 April 2026

I was dealt with promptly and courteously by the ladies at the service desk. My car was returned cleaned inside and out. I ask for nothing more.

15 April 2026

Smiley, happy, professional staff.

14 April 2026

Friendly staff with good knowledge

13 April 2026

Excellent, well supported checkin by my contact (Stefanie). Throughout, the experience was excellent right through to the invoice part, which was done very well with no surprises. Stefanie is a credit to you.

12 April 2026

Very grateful for care and service taken

10 April 2026

Stefanie provided exceptional service. She was friendly and very helpful. Putting me at ease throughout the whole process of my car repair.

10 April 2026

Your mobile phone used to communicate with me didn't work I was supposed to get a call with a date to drop off the car and collect a loan car this didn't happen, phoned main line a Megan who had poor tele manner managed to sort but i shouldn't chase.

09 April 2026

Easy contact , professional approach to dealing with customers

09 April 2026

Staff were very friendly and efficient. Service was completed in a timely manner. Overall service was excellent thanks to Stephanie.

08 April 2026

Excellent communication, good service in branch.

08 April 2026

My car is kept garaged at home, ive just noticed this morning a scrape on the rear bumper identical to the last time you had it in for service. The car is kept pristine hence I am extremely disappointed. P

08 April 2026

Very thorough information given regarding minor issues detected.

07 April 2026

Easy to book and excellent service on the day.

05 April 2026

Some of My instructions were not understood and I ws charged for work I didnt request.

02 April 2026

Excellent service. Informed from beginning to end. Stefanie supplied different options and came up with solutions when parts were not available. First time using, but will definitely be back!

31 March 2026

It was a tricky job but very well handled

31 March 2026

Was told my Tyre was Dangerous to drive Took it to a independent tyre specialist there was a cut in tyre tread that's all You tried to charge £250 for a new tyre!

30 March 2026

Dealt with courteously on arrival and shown how to use self check in for service . Also directed to where my car was parked when I went to collect

26 March 2026

Happy with service staff was very helpful happy that they explained the cost of repairs and a phone call just letting me know how much it will be friendly staff

25 March 2026

Quick service and video is useful to see

25 March 2026

I was booked in at very short notice and my car was swiftly repaired.

23 March 2026

When I booked the service, I wasn't informed that you required the vehicle all day from 11.00 to 17.30, what's the point of having a time slot ie 11.00 ?

21 March 2026

Customer service (Megan Carter) was exceptional Only down point..not enough coffee

21 March 2026

Extremely good service.

19 March 2026

Because I was completely satisfied! From Reception, check in, Service Dept., feedback and return of my vehicle in a much cleaner state than it went in. Everthing was completely satisfactory.

19 March 2026

Ease of booking in Offered hot drink.Kept up to date with progress.

16 March 2026

Always great service

15 March 2026

The roof on my 19 year old cabriolet was stuck in the open position and with rain threatening I contacted the Gilesgate dealership who could not have been more helpful. From reception to service everyone was great.

14 March 2026

Absolutely fantastic team here. I was offered a lift him and even had the car delivered to my house- amazing. Sam looked after me unbelievably well, thank you!

14 March 2026

Staff are always friendly and polite while being efficient and knowledgeable. I was offered a coffee multiple times while a waited for my service to be carried out. Always a pleasant experience interacting with the service staff.

12 March 2026

Never had such excellent service from a garage in all my days of driving. Simply first class.

12 March 2026

Booked mot in time rang when car was ready to pick up

10 March 2026

Excellent service

PLEASE DON'T HESITATE TO GET IN TOUCH WITH US

Our contact details

FIND Vertu Durham BMW

Address

Broomside Park, Belmont Industrial Estate, Durham, DH1 1HP

Opening Hours

Mon–Fri:09:00 - 18:30
Sat:09:00 - 17:00
Sun:Closed

Phone

0191 357 0915

Map

Areas served

Durham as well as surrounding areas including Hartlepool, Stockton-on-Tees, Bishop Auckland and Peterlee

View map

Address

Broomside Park, Belmont Industrial Estate, Durham, DH1 1HP

Opening Hours

Mon–Fri:08:00 - 18:00
Sat:08:00 - 13:00
Sun:Closed

Phone

0191 357 0916

Map

Areas served

Durham as well as surrounding areas including Hartlepool, Stockton-on-Tees, Bishop Auckland and Peterlee

View map

Address

Broomside Park, Belmont Industrial Estate, Durham, DH1 1HP

Opening Hours

Mon–Fri:08:00 - 18:00
Sat:Closed
Sun:Closed

Phone

0191 357 0916

Map

Areas served

Durham as well as surrounding areas including Hartlepool, Stockton-on-Tees, Bishop Auckland and Peterlee

View map

Address

Unit 5, Brooklands Way, Boldon Business Park, West Boldon, Sunderland, NE35 9LZ

Opening Hours

Mon–Fri:08:00 - 18.00
Sat:Closed
Sun:Closed

Phone

0191 357 0916

Map

Areas served

Durham as well as surrounding areas including Hartlepool, Stockton-on-Tees, Bishop Auckland and Peterlee

View map

Address

Broomside Park, Belmont Industrial Estate, Durham, DH1 1HP

Opening Hours

Mon–Fri:08:00 - 18:00
Sat:Closed
Sun:Closed

Phone

0191 357 0915

Map

Areas served

Durham as well as surrounding areas including Hartlepool, Stockton-on-Tees, Bishop Auckland and Peterlee

View map