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OUR CUSTOMER REVIEWS
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5.0SERVICE
5.0Our 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.
337 ratings and 219 comments received in the last 90 days.
25 August 2026
Knowledgable and friendly sales rep (Liam Robinson). Was there to help, but was not pushy and overbearing as some salesman are. Kept me up to date with information about the purchase and the way forward.
23 August 2026
The whole process was pretty much faultless. My salesman, Liam, is a credit to the BMW brand - knowledgeable, professional and friendly.
20 August 2026
Excellent service and professionalism throughout . Anfy Nichol wss first vlass and very helpful , clearly an excellent BMW stsff .ember . Support team at Belmont all provided excelle t supporg.
16 August 2026
BMW Durham Vertu was excellent with all aspects of the sale of my new car, they were very responsive to any queries. A special mention to Gaz Singh who was excellent and a sales person I would return to without hesitation.
02 August 2026
Assistance was excellent.
30 July 2026
Car delivered on time and to spec. Regularly updated with build progress. Handover was smooth and efficient, and the salesman was friendly and professional at all times.
29 July 2026
Excellent service from Nick Mason - he was very patient with us answering all our questions with no 'hard sell' approach. Gave us time to think about our buying decision - would not hesitate to buy again from Nick
27 July 2026
From walking into your Durham showroom l felt comfortable, no pushy salesman. Initially intended to just look around. After seeing the new lX3 decided to go one step further, ended up buying ??
23 July 2026
Nick Mason our salesman was patient, knowledgeable and extremely friendly. I would buy another car from him and recommend him to others. Kieron the sales manager is a nice chap to deal with too.
18 July 2026
They worked really hard to get me the new car as quickly as possible and even lent me a car for a couple of days to help me out.
17 July 2026
Really good, took time to explain all the key points to the new car.
11 July 2026
4th car from this dealer, always had good service. Wasn't planning on changing car but excellent offer and easy process
08 July 2026
From start to finish all the staff were amazing. Clear and useful information given and always answering questions when asked, very knowledgeable and informative.
03 July 2026
Very happy with the friendly and helpful staff at Vertu Durham. In particular our sales exec Nick Mason who made the whole buying process very easy.
01 July 2026
Gaz the sales person was very knowledgeable and helpful,
01 July 2026
Gaz was excellent, he was very helpful, personable, always communicated.
29 June 2026
because i was completly satisfied
28 June 2026
Liam was excellent in explaining everything to me about the vehicle and all staff were very accommodating
26 June 2026
Great Service from the team at Durham BMW
25 June 2026
Well informed, good explanations, lovely staff
23 June 2026
Great service from all involved in my recent purchase from Vertu BMW Durham. Particular thanks to salesman Nick Mason. Nothing was too much trouble .
21 June 2026
Excellent communication. Jon went through all options and tried his best to get us a fair deal within our budget which I appreciated greatly. The car delivery experience was also amazing. He also kept me posted as the car was being built.
19 June 2026
Kept up to date on progress and car delivered on date stated and very smooth process from ordering car to delivery.
15 June 2026
Amazing service Vehicle is perfect, exactly what I was looking for.
10 June 2026
Very satisfied, brilliant customer service from Andy and Gaz, they were really helpful
10 June 2026
The service at Vertu Motors Durham made the purchasing straight forward, easy and enjoyable experience
02 September 2026
Excellent service. Efficient and friendly staff
02 September 2026
Human interaction was great, when you can get it. Sorry but I think it has got impersonal with all of the AI/IT involvement, electronic sign in, dump your keys in a box etc. That said, I do like the video inspection provided.
01 September 2026
Prior to, and during the repair of my car, i was kept fully aware of what would happen and how it progressed. Impressive customer sevice.
01 September 2026
The only thing that I would say is that from 10 in the morning till 5 pm seemed a long time.
01 September 2026
Andrea and Samantha helped me resolve an ongoing issue with the brakes on my M4. I had previous poor experience with the attitude of the service manager but Andrea was excellent and recovered the service for me with Vertu. Can't thank her enough.
01 September 2026
Great communication
31 August 2026
Stefanie McCormack was the receptionist that delt with me and was very professional at her job very helpful to me she kept me up to date with the cars progress very pleased with Stefanie The Technician Steve Boyd kept me informed all the time
31 August 2026
The car wasn't washed but other than this it was fine.
31 August 2026
Not MOT was carried out. Not the service we were expecting!
30 August 2026
Your staff are first class. Reception, engineering and sales .
29 August 2026
First class service,no problems job done and I was kept informed of the progress.
29 August 2026
Vertu BMW Durham fixed my issue and were helpful and friendly in the process
29 August 2026
Vertu BMW Durham Samantha Jackpn Mr S M Boyd All work. Mot and Air Conditioning Service All fabulous thanks Brian Woodward
27 August 2026
Quick efficient service
27 August 2026
I booked a summer check as part of my service. Only to find the screen was wash not topped up which, was supposed to be part of the checks. This really made me doubt if any of the service had been carried out correctly. Very disappointed
26 August 2026
Good service from professional staff.
26 August 2026
Nice coffee while waiting. Friendly staff.
26 August 2026
Overall excellent service, albeit with a confusing message about work which had previously been graded as amber - presumably automated text in a message.
26 August 2026
Expensive but good.
25 August 2026
Friendly helpful staff, given curtesy car at short notice. Lovely approachable attitude.
25 August 2026
Ease of booking, helpful friendly staff
25 August 2026
Friendly staff, clear pricing, flexible drop off.
25 August 2026
Did what i asked for
25 August 2026
The communication and the person that delt with my service was amazing
24 August 2026
Unresolved tyre size issue due to BMW rather than an individual
24 August 2026
Extremely helpful, courteous & informative from start to finish.
24 August 2026
All went smoothly, from booking to dropping the car off on the day. Communication good, reception staff and service team looked after us really well.
23 August 2026
A helpful and friendly service. Work completed on time thank you
23 August 2026
Booked in quickly and kept up to date on progress with numerous calls over 2 days
23 August 2026
Was given friendly courteous and efficient service.
23 August 2026
Service carried out satisfactory. Following service staff unable to locate my car. It was found left in the service area and staff had gone home without cleaning or hoovering it. Not what I would expect from BMW. Offered free valet following this.
23 August 2026
Couldn't solve the reported noise issue
22 August 2026
Excellent as usual
22 August 2026
Perfect service. No complaints.
22 August 2026
Great efficient service, as always
22 August 2026
Service took longer than expected, but they provided me with a loaner very quickly and with minimal admin.
21 August 2026
Made welcome, staff polite and friendly. Car serviced and cleaned as promised. No complaints here!
20 August 2026
Fast and friendly
20 August 2026
My visit wasn't great, I was really disappointed with the service from both Durham and Sunderland, there was an issue with my service pack not being activated that caused issues on the day despite me flagging this two weeks ahead of the appointment
19 August 2026
All faultless
18 August 2026
Swiftly done, no messing around.
18 August 2026
Service representative Samantha went above and beyond to make sure the experience was as smooth as possible as she was aware that we needed to fit in courtesy car and appointment around bereavement arrangements - no doubt supported by colleagues
18 August 2026
Samantha makes me feel more than just a customer and goes the extra mile to sort any issues
18 August 2026
I was extremely satisfied with my experience at BMW Durham. The young lady who dealt with me was exceptionally knowledgeable, professional and genuinely went above and beyond what I would consider normal customer service a d experience.
17 August 2026
Service was good.
17 August 2026
The service personal are very good. My issue is being charged for a courtesy car. That is not courtesy car it's a hire car. This is not about the £25 for the hire car, I have never been charged for for a courtesy car.
16 August 2026
Collection and return was good Assume service was good Communication fine
16 August 2026
Fast, friendly and efficient service.
16 August 2026
Great service and efficiency
16 August 2026
All great
16 August 2026
Customer service was excellent, friendly and efficient. We were kept informed throughout and found the video of the visual check thorough and very informative.
15 August 2026
Welcoming customer service and detailed explanation to health of my vehicle and kept informed of the progress of its service.
13 August 2026
Great communications
12 August 2026
Staff pleasant and attentive
12 August 2026
Good pleasant atmosphere
12 August 2026
Very 'user friendly' staff
11 August 2026
Rebecca kept me informed about my vehicle and it was ready on time. The engineer Liam sent a well informed video and treated my vehicle with care.
11 August 2026
Clear communication throughout.
10 August 2026
Mileage on my paperwork was all over and had to come back through a week later to resolve the issue
09 August 2026
Great service and excellent staff as always..
09 August 2026
Service team were excellent. Great updates and job carried out very quickly.
09 August 2026
From initial reception to service desk, staff were very helpful, professional and friendly. Stefanie McCormack ensured we were fully informed throughout our visit.
08 August 2026
Quick efficient friendly service
08 August 2026
Hi Vertu Durham service centre is first class. The team from reception to the service desk are very friendly and helpful.
08 August 2026
It was just a very smooth and easy from booking my car in to having the work done and collecting my car. Samantha was very helpful with everything I ask and keep me well informed with the progress on the work being done on my car.
08 August 2026
Dealt with Steph again. Always super helpful!
05 August 2026
Stefanie McCormack was extremely helpful.
05 August 2026
Service as usual was excellent and I have to mention Stephanie who was incredibly helpful. I have some mobilty issues and she could not have been more helpful including bringing my car to salesroom door to avoid me having to walk any distance
05 August 2026
Excellent service throughout
04 August 2026
Quality with reasonable costs
03 August 2026
Everything carried out with care. Car came back really clean after free wash
03 August 2026
I'm quite sceptical when it comes to the service a main dealer normally gives due to previous experience, however, this time it was great! In fact it was really good!
02 August 2026
My vehicle was in for a service and MOT. A number of issues were found that required rectifying before the MOT. Samantha kept me informed throughout enabling me to change my plans as my vehicle was kept longer than expected.
02 August 2026
The online booking system is cumbersome and doesn't show all the options available.
30 July 2026
Great communication, and very polite from start to finish
30 July 2026
I checked in my car online the day before my visit to save time, however on my arrival at the dealership I had to go through the whole process again to release a key box in which to leave my keys. Very frustrating.
29 July 2026
Staff were very accommodating and kept me informed.
29 July 2026
Took longer than expected but everyone I dealt with was fantastic
29 July 2026
Friendly staff and the work was carried out in a timely manner.
29 July 2026
Very helpful and understanding
29 July 2026
Exactly as described, easy to deal with.
29 July 2026
Very good
29 July 2026
Very good
29 July 2026
An experience made very easy at every stage, from making my appointment, to dropping my car off and picking it up again. Andrea & Megan fantastic.
28 July 2026
Excellent customer service from the girls on the reception. Went an extra mile when I was called in to work by arranging for myself to keep the loan car until the next morning
28 July 2026
Helpful , kept in touch , offered hospitality
26 July 2026
My car was fitted with a faulty spark plug and I had to return urgently the next day , making me late for work. Performance was dreadful and I couldn't risk driving in case it caused damage. Clearly wasn't tested
26 July 2026
No issues at all but nothing exceptional either
26 July 2026
Very well organised by the service staff, kept up to date with progress and exactly what to expect with BMW dealership.
23 July 2026
Very satisfied with the service provided at reception, she was helpfull and polite, thank you very much.
23 July 2026
Great service, no concerns
23 July 2026
Helpful young lady no problem
23 July 2026
Check in staff were great and they kindly arranged a pickup for from Durham town centre when complete
22 July 2026
A problem with my drivers door . A safety issue was caused and Service dept fitted me in .Thanks to Samantha , and Megan for the liaison calls , and Andrea who gave up her time to bring my car to my home , and who was so helpful throughout .
22 July 2026
Great service from Megan
21 July 2026
Everything that was asked was done, helpful and polite staff.
21 July 2026
Service was great communication was really good and was a pleasure
21 July 2026
Great welcome, all ready and in hand on my arrival even though I was a little early, comprehensive explanation of what was going to happen with vehicle , and subsequently got an update call later in day within the expected 2hr wait period brilliant
20 July 2026
The system worked efficiently. No time wasting. Welcoming and helpful staff.
20 July 2026
Helpful and friendly staff at reception
20 July 2026
Everything went to plan. No problems.
19 July 2026
Staff gothe extra mile. Rebecca was extremly helpful.
15 July 2026
Great customer service as always. The girl (can't remember her name) was friendly, efficient and professional.
15 July 2026
Great comms friendly knowledgeable staff
15 July 2026
From start to finish the staff were both helpful and welcoming. They explained all the work carried out on my vehicle. Its reassuring to have the support on all levels.
15 July 2026
Meghan and Rebecca were really friendly & helpful as they always are and really go out their way to help you out. Can't fault it at all, outstanding customer service.
14 July 2026
The woman who helped me was incredibly helpful.
13 July 2026
Delightful staff Excellent service
13 July 2026
Good customer service and regular check-ins.
13 July 2026
Great service, friendly and helpful staff
13 July 2026
All Staff very friendly helpful I and professional.
13 July 2026
Friendly,professional ,skilled s ervice.Great communication.Very accommodating
13 July 2026
I thought the self service check in was wa waste of time and very gimmicky
13 July 2026
Excellent service from start to finish.
12 July 2026
Straight forward drop off and pick up of vehicle, good communication from staff as usual.
12 July 2026
Just good
11 July 2026
It was in for a standard service but the team identified a repair needed a which required me needing a hire car. Which Stephanie arranged for the next day, excellent communication all through the process and great customer service.
11 July 2026
Very efficient staff, very easy to book
09 July 2026
In a previous service Vertu Durham fitted the wrong rear tyres to my car which I only discovered in an emergency. On informing them of the mistake they promised a refund. Its been months now and despite assurances from them i still have no refund.
08 July 2026
Always get great service at this garage esp from Megan who always goes the extra mile
08 July 2026
Very satisfied, dropped the car off at 8:30 for a recall and it was ready to collect at 11:30 having been washed and cleaned.
07 July 2026
Good communication throughout. Work costs discussed and agreed upfront. Work completed in reasonable time.
07 July 2026
Service was outstanding no complaints.
06 July 2026
Service complete,car washed clean,Rebecca perfect.
06 July 2026
Sam was absolutely lovely and professional. Problem is turns out I only needed Mot and could have done that much cheaper and so much less hassle for me and lots closer.
06 July 2026
They tried really hard to be helpful even though they were super busy
06 July 2026
Rebecca, my point of contact at Vertu Durham was fantastic. She kept me updated on all aspects of the service and was kind enough to remind me our vehicle was due an MoT within 2 weeks.
06 July 2026
Customer service received was excellent. Professional and friendly, kept me up to date with any issues.
05 July 2026
i was kept informed at every stage when my bmw was in for the mot
05 July 2026
Excellent service especially Rebecca who I dealt with
05 July 2026
Quick and efficient appointment. Friendly and professional service from Rebecca.
05 July 2026
Steph was really welcoming and helpful, constant updates from her in timley manner. Could fault the visit.
04 July 2026
Excellent Customer service before I brought car in and when picking up.
04 July 2026
Service very quickly carried out, so didn't have to wait around
03 July 2026
My car came in for an electrical issue,and was resolved within a fews day,Rebecca from the service department give us daily updates,Rebecca kept us informed on the stages which the car went through to find and eliminate the pro
02 July 2026
Good communication throughout (messages prior to arrival, two phone calls during service, messages during and post service). Friendly, welcoming staff despite arriving during a storm and unexpected power cut. Good service, no problems at all.
02 July 2026
All work was carried out in a good time, and communication was very good.
01 July 2026
Service was done quickly and the staff were helpfull
01 July 2026
Accessing service was seamless as always. Acute concerns noticed during service were passed across appropriately and actioned in earnest. I could fault a thing. Stefanie was instrumental in making the process a lot better.
01 July 2026
Very efficient in picking up my car etc. Kept me informed at each stage as to what was happening.
30 June 2026
Good communication on progress and status
30 June 2026
A very helpful service team
30 June 2026
Could not fault the service I received
29 June 2026
Efficient, helpful and friendly
29 June 2026
Staff are very friendly but slight mix up over whether I was staying or leaving it for the day and there appears to be a mark on a red brake calliper.
29 June 2026
Work completed within given timescale and kept updated on progress
29 June 2026
Because I was completely satisfied with the help I got from the customer service person ( Megan Carter), she is very knowledgeable about cars and their service requirements, welcoming and polite.
29 June 2026
The staff are friendly and welcoming and have a great knowledge of BMW,s.
29 June 2026
All good
28 June 2026
The service advisor Samantha was very professional and helpful both in the dealership and over the phone. Also the health check video provided by the technician was in depth and informative.
28 June 2026
Staff friendly, pleasant snd knowledgeable
27 June 2026
The service was prompt and polite
27 June 2026
Efficient friendly service. Advise what was needed in good time and had the work done in good time.
27 June 2026
Staff were really friendly and helpful.
27 June 2026
Rebecca kept me informed throughout the day
24 June 2026
Very Courteous, professional and polite not just as an individual but the whole team i dealt with.
24 June 2026
Good service, efficient and well looked after.
23 June 2026
We bought the car from Durham and right from the time of our initial purchase everything in terms of communication and service is seamless. To meet the Head off business Mr Brown, just shows the level of customer Service received by ourselves from th
23 June 2026
Great service to us.
23 June 2026
Always on time and great communication from Megan
23 June 2026
Great from all staff
23 June 2026
The changing of the starter motor as part of a re-call was fine and done without charge however, as part of an inspection I was quoted £150 for a flush. Come off it , the price is stupid and that's why people are choosing to have work done elsewhere.
23 June 2026
Professional efficient staff- seamless end to end process
23 June 2026
Straight forward and easy to arrange
22 June 2026
Sam dealing with my service appointment was most helpful and made it a really easy experience
22 June 2026
Friendly, polite and efficient staff. Worked carried out on time.
22 June 2026
Friendly staff and very efficient
21 June 2026
I was left very frustrated that the service and MOT took too long and I was late for school run despite discussing this 3 times (twice in advance and on the day). I was told there were a lot of MOT's in but this could have been been avoided.
21 June 2026
Friendly and efficient
20 June 2026
Excellent service & communication ..Neil did a great job again!
19 June 2026
Staff were active in fault finding before the service with a road test. Megan also kept me up to date and informed of the progress of the repairs\service.
18 June 2026
From start to finish I was well informed by the service advisor and the VHC from the technician was spot on
17 June 2026
Great service, quick and easy
17 June 2026
The customer service provided was outstanding throughout. In particular the Vertu Durham personnel were exceptional, Andrea in particular, who looked after me throughout the process, was just fantastic. She is an excellent asset in the team.
17 June 2026
The lady dealing with me was very professional
16 June 2026
Great job and well informed throughout. Many thanks to Rebecca and the rest of the team
16 June 2026
Excellent staff and communication
16 June 2026
Excellent from initial booking to collecting my car
15 June 2026
Always friendly and courteous.
15 June 2026
I like the kiosk check in and out and I really like the free car clean option. I can never make as good a job as Vertu BMW do.
15 June 2026
The welcome when I arrived by the lady on reception and then the very helpful service lady, whose name I unfortunately can't recall. She looked after BWW 46 WLO5 FEP air bag recall and she fitted us in rather than having to leave the car all day.
13 June 2026
The service advisor was informative and helpful; she tried her best to help me where possible. The job, in my mind, should have been warranty but I ended up having to pay a huge amount, to which the service advisor did manage to get a reduction for m
11 June 2026
No one at reception upon arrival. Lack of communication throughout hte process, I had to keep contacting the garage, Vertu Durham. Had to be reminded to check the brakes I had asked them to do when they said the car was ready, delaying over weekend.
10 June 2026
Two new tyres fitted at reasonable cost & service from Stef at Durham Vertu was excellent. Kept me informed throughout the process. Thank you
10 June 2026
Service staff very helpful
10 June 2026
I found Megan to be very helpful and efficient. She explained clearly what had been found during the cars service and provided sensible suggestions which i was happy to agree with.
09 June 2026
Attentive staff good communication Megan really helpful
09 June 2026
Repairs completed on time, courtesy car provided and much appreciated, staff were very helpful, and coffee machine at dealership also.
09 June 2026
Everything went as planned
09 June 2026
Overall good level of service although the wash/valet wasn't the best .
09 June 2026
Vertu removed the shipping blocks from the car .
09 June 2026
Megan was extremely helpful and understanding
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
Durham as well as surrounding areas including Hartlepool, Stockton-on-Tees, Bishop Auckland and Peterlee
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
Durham as well as surrounding areas including Hartlepool, Stockton-on-Tees, Bishop Auckland and Peterlee
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
Durham as well as surrounding areas including Hartlepool, Stockton-on-Tees, Bishop Auckland and Peterlee
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
Durham as well as surrounding areas including Hartlepool, Stockton-on-Tees, Bishop Auckland and Peterlee
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
Durham as well as surrounding areas including Hartlepool, Stockton-on-Tees, Bishop Auckland and Peterlee
31 August 2026
Brilliant service from start to finish, Nick Mason was excellent and was very helpful.