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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.
414 ratings and 197 comments received in the last 90 days.
26 August 2024
Vehicle was sourced in this country and I was kept informed of it's progress to Durham.
07 August 2024
The process was seamless and hassle free, there was a small paint defect when I collected but the team got the car booked in the next day for it to be corrected and gave me a nice courtesy car.
07 August 2024
Great customer service and focus. Although the car arrived with a minor defect Nick worked quickly to arrange for this to rectified.
03 August 2024
From agreeing a deal and placing an order we have dealt with four different members of staff mostly due to sales personnel leaving the business during the three months we've been waiting to take delivery.
31 July 2024
Test drive was organiosed for a BMW iX1, really liked the car, I researched what I wanted and Jon Cain sorted me out brilliantly. Despite him having a challenge with a customer coming for a pickup earlier than planned he still looked after me.
30 July 2024
Gursavik was great to deal with
28 July 2024
No problems. The lead time was some months but this was anticipated and warned.
26 July 2024
Extremely satisfied, we were regularly kept updated and Michael replied promptly to any queries we had.
16 July 2024
Great service all the way through and a very well presented car on handover
03 July 2024
Friendly and honest sales staff, not pushy at all.
03 July 2024
From initial contact right through to hand-over it was nothing short of exceptional service from Kieran.
03 July 2024
Great car and well presented in it finalised form
02 July 2024
Kieran & Will were great throughout process
28 June 2024
Because l could not fault them
25 June 2024
Very satisfied Nicholas jimson the salesman was very helpful and friendly
18 June 2024
The whole experience was a pleasure
04 September 2024
100% trust.
04 September 2024
Cannot fault the service and process.
04 September 2024
Job was completed within the time frame given No issues
03 September 2024
Great stall
03 September 2024
Outstanding service (although could be more proactive on offering refreshments when waiting)
03 September 2024
Took a little too long from booking the appointment to having the work done. I would be concerned if anything major happened to the car and it took this long to repair it.
03 September 2024
The service i received was excellent and faultless.The staff really helped me out by providing a courtesy car at short notice when i was informed of recalls that needed doing.
03 September 2024
Felt looked after
03 September 2024
Overall friendly and great service. My car was done in 2 hours, which is much quicker than I expected.
03 September 2024
Didn't take too long + straightforward
02 September 2024
Excellent service
02 September 2024
Every member of staff that dealt with me was excellent.
01 September 2024
Very happy with my interaction from start to finish.
01 September 2024
Always so effortless
31 August 2024
Work was undertaken in a timely manner and I was kept up to date
31 August 2024
Kept up to date with a video and a phone call to let me know when I could collect the car. I was able to drop my vehicle of the evening prior and I was supplied with a courtesy car.
31 August 2024
Very professional, prompt service.
29 August 2024
Knowledgeable and smooth
29 August 2024
Very friendly and helpful staff (Rebecca), easy and concise video on MOT, fixed quickly, was helped with the myBMW app for easier contact in the future, overall a great experience here!
29 August 2024
Feel my special car was looked after and serviced with care.
29 August 2024
First class everything completed on time.
28 August 2024
Communicated well, helped along the way, did everything they could to make the experience relaxing and easy to deal with. Great people, great company, great values, great service.
28 August 2024
Sorted everything out
28 August 2024
Always go to vertu durham for servicing all bmws in our family
28 August 2024
Service advisor , Steph very helpfull, kept me informed of the progress of the car and managed to sort a couple of issues.
28 August 2024
Service was good.
27 August 2024
Team were really helpful. I was kept updated & notified when my car was ready.
26 August 2024
Great customer service and fast turnaround of car
26 August 2024
.
26 August 2024
Just excellent service
26 August 2024
Excellent customer service
25 August 2024
Good job
24 August 2024
Good service
24 August 2024
Everything most satisfactory. Significant differences in tyre and brake pad measurements when conducted just three days apart.
23 August 2024
The lady that dealt with me was helpful and knowledgeable plus friendly
22 August 2024
Excellent customer service, when work needed to be extended the dealership extended my loan car no problem.
22 August 2024
All work completed satisfactory and car ready as promised for collection on the afternoon.Thanks Steph.
21 August 2024
Service department kept me informed of all the defects on my M O T
21 August 2024
Everything was completed on time, the car was collected and returned with the minimum fuss by very friendly staff.
21 August 2024
Rebecca called me every step of the process and offered a courtesy car before one was asked for so my day to day wasn't affected at all
20 August 2024
Excellent customer service from Rebecca
20 August 2024
Professional approach from your contact people
20 August 2024
Did service
20 August 2024
Nothing to fault
20 August 2024
Helpful staff and full explanations given
20 August 2024
Fab
19 August 2024
Explained the service in detail & called to pick up the car immediately after completing the work.
19 August 2024
Rachel Morris has always been attentive, informative and has looked after me and my BMWs exceptionally well for years.
19 August 2024
Samantha was most helpful dealing with my service requirements
19 August 2024
All work completed on time, with regular progress updates.
18 August 2024
BMW found the problem and fixed it
18 August 2024
All excellent staff
18 August 2024
The staff and service department kept me informed on all matters on the vehicle over the service period. A video showing a health check is always reassuring. However, if you have 3.2 mm of tread on your car tyres and the legal limit is 1.6 mm,?
17 August 2024
Rebecca was great in making sure I knew what was going on and in explaining what had been done.
17 August 2024
The young lady who I dealt with was great , very friendly and nothing was a trouble. Good communication and updated me regularly.
17 August 2024
No reason to criticise a good job, well done.
15 August 2024
Excellent service..
15 August 2024
Everything sorted in one visit.
15 August 2024
Nicole was lovely and friendly and very knowledgeable.
13 August 2024
Always complete everything that's needed and doesn't try and force extra charges on you
13 August 2024
All works complete efficiently.
13 August 2024
Becoming more and more faceless every visit.
12 August 2024
As above
12 August 2024
When things didn't go as plan due to parts availability, the service staff kept me informed and also arranged a loan car at short notice to ensure I had transport
11 August 2024
Kept me informed throughout the service. Staff very accommodating
11 August 2024
Stefanie McCormack delt with my car MOT appointment very Well
11 August 2024
Generally pretty good service, quick and efficient
10 August 2024
The car was well looked after . Would have preferred that it was cleaned much better but thats the only negative point.
10 August 2024
Had a issue with the car, this was soon rectified
09 August 2024
Overall very good service from Nicole
09 August 2024
The service I received from workshop and Rebecca was exceptional. I always feel very comfortable at the dealership and everything was explained to me very clearly by Rebecca. In addition the price of the work carried out was very reasonable.
08 August 2024
Excellent and friendly team
07 August 2024
I was kept updated throughout the day
07 August 2024
Due to extra work, we were supplied with courtesy's car at short and was able to spread the extra costs with payment plan.
06 August 2024
Managed to get my cars first service done on a Saturday morning and they even cleaned it for me.
06 August 2024
Rebecca bengtssonwas very helpful and professional. She is a credit to the company.
05 August 2024
Car was ready when asked for and agent was professional
04 August 2024
Good communication
04 August 2024
Easy to book service and everything carried out to my satisfaction.
02 August 2024
Everything was done as promised.
01 August 2024
Was expecting a large bill and bad news but received completely the opposite and a wash and vacuum to boot.
01 August 2024
Excellent customer service and made to feel important by the staff who did everything they could to give me a great experience when buying my new car.
31 July 2024
Felt very welcome kept in touch with what was going on
31 July 2024
I found the service staff to be very helpful and their communication was very good. Stef was dealing with me most of the time and I can't fault my experience.
30 July 2024
Very happy, will continue to return!
30 July 2024
Great service car ready on time also courtesy car given
30 July 2024
Kept upto date on progress
30 July 2024
Did what was required.
30 July 2024
Samantha Jackson kept me informed throughout the day. She was very professional and polite.
30 July 2024
Great service and frinedly
29 July 2024
Communicated well
29 July 2024
Appreciated the attention to detail, number plate was noted to be loose and was reattached. Was unaware of working space available at mini and would have appreciated if this was mentioned on arrival but will keep in mine for future services
29 July 2024
My vehicle needed an airbag recall check and renew if necessary. The booking process was straight forward and the electronic check-in on arrival was effortless. I received a phone call several hours later to me know my car was ready to collect.
26 July 2024
Feel really comfortable when I visit, especially now I have recently been on my own after losing my husband.
26 July 2024
Even though the service centre was fully booked and mine was an unexpected addition, they still booked me in and fixed my car within 24 hours.
25 July 2024
Prompt service
25 July 2024
Friendly team, nothing was a problem.
25 July 2024
Staff were very helpful and friendly and car is running beautifully after the service.
25 July 2024
My experience of service
25 July 2024
The lady that checked me in (Stephanie) was polite, professional and any queries during the day were answered very quickly. There were some IT issues but that was a global issue not Vertu's
24 July 2024
I didn't have to do anything just drop my car off before work and pick it up after it's ideal with me working a lot
24 July 2024
Good communications regarding vehicle recall. Great excellent collection and delivery service. Quality communication with complimentary vehicle check plus advise.
23 July 2024
Very helpful, friendly people. All work completed on time and without fuss.
22 July 2024
Service was done on time
22 July 2024
Excellent
20 July 2024
All went well
20 July 2024
Big thank you to Andrea Stidwell for getting my car booked in for repair ASAP so we could forget about it for a while and enjoy the rest of our holiday.
20 July 2024
The service offered was good, last minute changes were accommodated with little fuss.
19 July 2024
Extremely helpful staff. (Stefanie McCormack thank you)
17 July 2024
Everything required was done on the same day as requested.
17 July 2024
Completely satisfied. With reception, vehicle service, and hand back. Thank you.
17 July 2024
Staff were excellent, friendly and helpful.
17 July 2024
No underlying problems so stress free
16 July 2024
I was well looked after.
16 July 2024
On this occasion there was not a service, but BMW carried out a basic car health check while it was with them. This confirmed to me that there were no other problems that I needed to fix and could drive away with peace of mind.
15 July 2024
Good service
15 July 2024
Pleasant friendly knowledgeable staff
14 July 2024
Kept up to date throughout the process with helpful reminders sent
14 July 2024
Never have any issues at Durham. Customer advisor Rebecca was great and helped me set up the app
13 July 2024
Very good service, good communication. A slight issue with the WiFi delaying the service video, but not an issue created by the staff. The staff were excellent. A very detailed health check video, which is a great way of seeing the car's state.
13 July 2024
Efficient check in arrangements, excellent customer service by Stef, helpful lift home by Steven, and informative vehicle health check by Simon - all very good
13 July 2024
Staff very helpful
12 July 2024
Clear instructions, kept informed, 1st class service
11 July 2024
Great service received
11 July 2024
I was very satisfied, and the fact that the people there helped download the app and showed the features on it, that was very interesting and helpful.
10 July 2024
no problem at all
10 July 2024
rachel who was ex lolyds 1st class
10 July 2024
Happy with service
09 July 2024
Very happy with all aspects of my experience with BMW
09 July 2024
Service completed and gave opportunity to have additional work carried out. Well detailed invoice
08 July 2024
Good customer service onsite - friendly and hospitable. Work on car carried out as requested.
08 July 2024
Replaced Brake disc and pad (front). Good communication from previous day of appointment and the morning (full aware of my disability Profoundly Deaf) and the lady (I believe it was Rebecca?) who were pay attention to explaining everything.
07 July 2024
The staff were couteous and kept me informed at every stage
06 July 2024
My car looked brand new when I collected it. The paint work became immaculate because the staff waxed it to perfection. I would like to thank the driver (I am very sorry I did not ask his name) who gave me the lift.
05 July 2024
I'm always satisfied with the service and the courtesy of the customer support team
05 July 2024
Excellent
03 July 2024
Professional service at every level.
03 July 2024
Nicole on the service department was friendly and very helpful. Was dedicated in handling the reason for my car being in BMW Durham & any queries I had.
02 July 2024
The repair on my car was unexpectedly high due to a fault on the parking break and gear selector, but I was kept informed by Stef during the repair so I can't fault the service experience
02 July 2024
A good experience start to finish
02 July 2024
Efficient and helpful
02 July 2024
No problems and fast service.
02 July 2024
Everything done as requested on the car.
02 July 2024
Great customer service from Vertu. I do have an issue with interior damage during the recall work and have emailed customer service and just awaiting a reply.
02 July 2024
The work and information were top notch.
01 July 2024
Again with what was a stressful time Nicole spoke me through everything that was happening and kept me right up to date.
01 July 2024
Kept informed of progress throughout the day
01 July 2024
Friendly staff
30 June 2024
Faultless service experience
29 June 2024
Polite and professional
29 June 2024
Was kept updated on progress and provided with a health check video. Whilst waiting for my car, I was also orovidrd with a complimentary coffee and biscuits. In addition, a complimentary car wash and vac was provided.
28 June 2024
Excellent service and excellent support from the team.
27 June 2024
Impressed with Kieran's professionalism and was forthright in his communication. Generously offered and paid for lunch whilst paperwork completion was in progress. Appreciated gift as token of goodwill which was promptly couriered.
27 June 2024
I was not given the option of having my vehicle collected from work and because of this I've lost 3 hrs work which I've had to make up.
27 June 2024
Lydia is a credit to BMW. Her professionalism and friendly demeanour were oustanding. I would like to recognise her efforts in delivering exceptional customer service and thank her for making me feel like her only customer.
25 June 2024
Have had a number of expensive repairs and parts break down since last Nov - but you put trust in Durham which I have having built up a relationship over 15 years the age of my BMW and would go no where else for service.
25 June 2024
Great
25 June 2024
Didn't follow my instructions fully, there was mis communication between staff onsite.
25 June 2024
Customer service was second to none with all the staff polite and helpful.
24 June 2024
Superb communication
24 June 2024
Only 4 stars as not sure car was washed properly on pick up. It was clean but expected show room clean.
24 June 2024
Very satisfied
23 June 2024
Service and MOT carried out to high standard in a timely manner, unfortunately Map update has caused a little glitch in Sat Nav system, but your ever helpful staff (Andrea) have quickly arranged a follow up visit where I'm sure it will be fixed
21 June 2024
Always super friendly knowledgeable and efficient
20 June 2024
Rachel morris arranged for my car to be seen within half a day. Outstanding.
20 June 2024
Excellent service in showroom, loan car was a little disappointing
19 June 2024
I was given a very nice loan car, also the woman who took care of me kn that particular day was very nice and helpful
18 June 2024
Kept me informed
16 June 2024
Andrea was great, didn't need to wait and car didn't take as long as I'd thought
16 June 2024
Friendly staff
13 June 2024
Good service
13 June 2024
Kept up to date
12 June 2024
Everything was fine apart from the lack of experienced technical people and the delays in getting an appointment.
12 June 2024
The person who handled my car on the service desk was extremely helpful.
12 June 2024
I received a free cleaning of my car and the work completed on my car was of a great quality.
12 June 2024
Brilliant service, kept informed all the way throughout
12 June 2024
It was rather busy at my times lot and I had a bit of a wait.
11 June 2024
My car was in 3 weeks for a recall , the mechanic found a major problem with engine which for the first 2 weeks bmw wouldn't pay for and the guy that was dealing with wasn't helpful, then Nicole took over and I had the car back repaired within a week
11 June 2024
Very friendly staff. I have to mention - Wendy was great. She was very helpful and kind. Looked after me very well. Went that extra mile. Thank you Wendy.
11 June 2024
On picking up vehicle drivers seat was not adjusted back to the original driving position. Dash cam unplugged and cable left dangling down. Old wiper blade left in scuttle. Radio channel not as when vehicke dropped off.
04 September 2024
Dealt with several sales personnel from this garage now and everyone involved was professional and helpful from start to finish.