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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.
329 ratings and 183 comments received in the last 90 days.
05 March 2025
After an initial 3 hour discussion we got to where I wanted to be both with car and price. Nick Jimson is a fantastic ambassador for both the dealership and the brand
05 March 2025
Overall again very good, a couple of last minute changes with delivery dates but nothing that wasn't manageable
02 March 2025
Friendly staff, very knowledgeable and patient
25 February 2025
Great rapport formed. Lots of engagement and listening and made it enjoyable rather than a traumatic negotiation. Jim was very helpful and made it a pleasure for what is a rare new purchase happening.
21 February 2025
Professional, polite, kept me informed. A pleasure to do business with.
04 February 2025
Nick came to my house to pick me up, explained everything about the car, helped ensure I was set up before I left. Could not be happier.
28 January 2025
Going the extra mile means a lot and I felt valued as a customer
24 January 2025
From the moment I approached some cars to look at Abby was brilliant. She wasn't pushy, listened to me and offered the best of everything.
14 January 2025
Very satisfied no real complaints
08 January 2025
Nothing to fault
29 December 2024
Everything went brilliantly, from purchase, to handover by friendly staff.
23 December 2024
Really great customer service and knowledge
16 December 2024
Kept informed throughout process
09 March 2025
No complaints whatsoever
09 March 2025
Kept informed through out the visit either by text or phone calls.
09 March 2025
Issue was dealt with promotly
09 March 2025
Very accommodating when I turned up unannounced due to a tyre puncture.
09 March 2025
Rebecca was great, very helpful and did everything she could do help. Unfortunately, when my car was in the workshop the footwell mat ended up with oil stains on. I know accidents happen, but obviously this has ruined the mat now.
08 March 2025
Staff friendly and accomodating. Only concern was attempt to charge for diagnostics to identify a problem. When I opted not to pay for diagnostics, the issue was identified and fixed anyway so I assume I'd have been charged for no reason.
08 March 2025
Nice place, no one bothers you, quick turn around.
08 March 2025
I have given this rating because the prices are not justified, My M2 was in for a Running in service at 1200 mile,to the cost of £416,i mean lets be realistic,after 1200 mile the car needs nothing,and no engine oil comes to that cost,its ridiculous.
08 March 2025
Because I couldnt have expected any more.
06 March 2025
All work carried out in timely manner. Kept fully updated by team member Stephanie who was looking after my enquiry.
06 March 2025
Excellant customer service
05 March 2025
Sales yeah were very good but since purchase the experience has been less than satisfactory.
05 March 2025
Friendly driver and reception
04 March 2025
Excellent personal service from front desk. Kept me fully informed of progress.
04 March 2025
No advisories!
04 March 2025
Great service and so helpful.
04 March 2025
The staff members that i encountered on my visit appeared welcoming and helpful.
03 March 2025
Good quality service undertaken in a speedy manner.
02 March 2025
Customer service is outstanding
02 March 2025
See above. still awaiting email reply from last Wednesday to see if estimated work I was quoted when I was on site will be covered under comprehensive warranty and no reply
02 March 2025
Although not an urgent repair I had to wait several weeks for the appointment
02 March 2025
Please see above.
01 March 2025
good value for money, friendliness and competence.
01 March 2025
We received lots of detailed advice on our potential purchase. The use of tv screens to show available stock, and specification of each car we liked, was a great feature. All credit to Michael for making it an enjoyable experience ... well done !
27 February 2025
Very friendly super helpful staff.
27 February 2025
Happy all round
25 February 2025
Fault with cooling system when vehicle returned
24 February 2025
Very clear and informative communications
24 February 2025
I was kept up to date on progress and the car was ready on time. The cost of thr service was as quoted
24 February 2025
Very efficient from start to finish- extremely accommodating to requests
23 February 2025
There was good communication in place , the staff are so friendly and always ready to help.
22 February 2025
Easy to deal with. Friendly manner.
22 February 2025
Receptionist friendly and professional
22 February 2025
Sam at Vertu Durham looked after every detail of my appointment in an efficient and friendly way.
19 February 2025
Friendly professional people and swift service
19 February 2025
As previous.
19 February 2025
Damaged screen where heated seats buttons are. Sent email regarding this and no resolution has been made. Looking into escalating this further. No apologies only complete denial of damage. Looks like a pressure damage on the screen to crack internal.
18 February 2025
Are above
18 February 2025
Perfect across the board
18 February 2025
Great service, but I noticed the software had not updated my car mileage on the invoice.
18 February 2025
As above
18 February 2025
See above.
18 February 2025
Same as above
18 February 2025
I've already explained
18 February 2025
Ok but a brake fluid change shouldn't take 2.5 hours +
17 February 2025
I was given updates on any additional work and quotations throughout so I knew all the costs.
17 February 2025
Nicol was amazing. She understood the problems with my car, took keys off me and said she'd sort out everything. She organised a lift to my place of work and a hire car.
17 February 2025
Everything was as expected. The pricing was accurate, the service advisor was helpful and accurate. The work carried out was done efficiently.
17 February 2025
The voucher allowed me to have the worked recommended
17 February 2025
Rebecca has been a great help to me. I managed to get a faster services than the normal appointment I had because my car wasn't drivable when dropped off to the Durham dealer .
14 February 2025
From minute walked into branch staff dealt with with my requirements.
13 February 2025
Individuals in the garage were helpful, however, I received an insane amount of text messages prior to the service.
12 February 2025
Customer service was really good stephanie was very professional.
12 February 2025
Stefanie helped me a lot
11 February 2025
Very efficient
11 February 2025
Excellent service
11 February 2025
Very helpful, friendly and professional staff
10 February 2025
Efficient service
10 February 2025
Your staff really looked after me and my car.
09 February 2025
They got me a good deal on my repair on engine failt
09 February 2025
My advisor was brilliant, she explained everything perfectly and everything went smoothly with the courtesy car I received.
05 February 2025
Very happy
05 February 2025
As previously said I was offered a cup of coffee and told someone would bring it over to me and he did not happen. It is certainly not a big issue however I'm a firm believer if someone says they're going to do something I expect them to do it.
04 February 2025
friendly and supportive
03 February 2025
Happy with the service technician video the car to me and talked me through the check plus the receptionist was very helpful
03 February 2025
The staff have been fantastic.
02 February 2025
Very satisfied and friendly
02 February 2025
Staff pleasant
01 February 2025
Hassle free
01 February 2025
Too large a gulf in understanding between BMW personnel and the customer
30 January 2025
Easy drop off and collection of car, I was kept informed throughout the whole process by video and telephone.
29 January 2025
Easy to come in and sort out
29 January 2025
Thanks BMW Durham Will be back in may 2025 for full service
28 January 2025
Friendly and informative service Nothing was a bother and even got a follow up call to make sure everything was ok
27 January 2025
Quick and prompt work
27 January 2025
Was good to know that my car was as it should be
27 January 2025
need to revist 18th Feb as car is not taking in full charge car was taking in 31 miles before 1st night out now 27 max making daily notes for revist needs to be explained,
27 January 2025
I took a holiday to get the recall done, to then be told it would be 20 mins without getting a wash or health check. To then actually be there no longer than 10! I could of come up during my lunch hour.
27 January 2025
Service staff are usually polite, work is usually completed by the time given, the facitilty is a comfortable place to wait, a courtesy was avaiable which was very helpful.
26 January 2025
Very friendly and kept me informed throughout the day
26 January 2025
This branch has always gave us great service when we have needed it.
26 January 2025
Jon was helpful and knowledgeable and made sure all questions were answered.
26 January 2025
Informative
26 January 2025
Great team!
26 January 2025
Everything was done to our satisfaction.
25 January 2025
I was very well looked after.
23 January 2025
Job completed - friendly, courteous staff
23 January 2025
The service staff at Durham always go the extra mile to meet my vehicle's needs
22 January 2025
Samantha was fantastic, but a lot is out of her control. Appointments aren't readily available (6 week wait to fix an issue caused by you). Each time caused an issue with the car. Why do I pay the premium price?
22 January 2025
Everything, from booking the appointment to collecting the car was completely trouble-free
22 January 2025
Friendly and efficient Made me coffee every visit Great courtesy car during service
22 January 2025
Soon as arrived I address few issues on the car I haven't been answering any issues
22 January 2025
Quick and efficient tyre repair
22 January 2025
I give 5 stars due to the fact that Karl was the technician who worked on my vehicle and his work is exemplary.
21 January 2025
The lady that dealt with me was very helpful.
21 January 2025
This is just my personal opinion but when I brought my car in for its service I mentioned that that rear passenger door wouldn't unlock, I appreciate this may be deemed as a separate job but I find it wrong to re book for a diagnostic
20 January 2025
Lady on reception was very good. Disappointed with the maintenance technician. Bonnet struts out of date???? Frozen water bottle, he advised needed to replacing, costly, is fine now. See notifications.
20 January 2025
Changed date due to not having a replacement vehicle
20 January 2025
It was seemless.
19 January 2025
Even helped me out understanding a wrinkle with the info system
19 January 2025
The service work was completed quickly and efficiently
18 January 2025
Premium service all round.
18 January 2025
My cars issues were delt with quickly, my courtesy car was more than adequate and my BMW was cleaned inside and out before collection. Brilliant service throughout.
17 January 2025
Reception always very welcoming and helpful.
17 January 2025
Very satisfied with all services at Vertu Durham.
16 January 2025
Staff went the extra mile to make sure the work was completed to fit the timescale convenient to me.
16 January 2025
Dropped stars as I did not receive my video that was requested on my car..also whoever has been under my bonnet, has smashed the casing from the engine.
16 January 2025
No complaints
15 January 2025
I was overall impressed!
15 January 2025
Always very helpful and friendly
15 January 2025
Every person I had contact with was very polite and helpful.
15 January 2025
It was very slick from start to finish
14 January 2025
Asked for a service. It was delivered on time and as required
14 January 2025
Service to Airbag and car check all carried out
14 January 2025
Kept informed of what was happening at all stages by staff and engineers.
13 January 2025
Booked online but It needs more Information about engine check light what you are paying for.
13 January 2025
Good from start to finish
13 January 2025
Excellent service
13 January 2025
Ease of drop off and communication and videos was good
13 January 2025
Very efficient
13 January 2025
Reception was very welcoming, great service and extremely helpful.
09 January 2025
very goodservice
09 January 2025
Service and staff as always great. I was disappointed that a £363 service turned into a £444 service due to an
09 January 2025
Very pleased as I was not sure what service I required but thankfully the service centre lady was more than helpful as she explained everything.
09 January 2025
Quick turn around. Shame there was no coutsey cars tho.
08 January 2025
Car serviced and returned clean in a timely fashion
08 January 2025
I can't really say as car parked up & I am away with the car needed looking at with faults showing on the dash etc.
08 January 2025
Quickly sorted out
08 January 2025
Very professional
08 January 2025
Consequential Issues from work and not done
05 January 2025
From booking service to actually getting it done all the staff where friendly and keen to make visit a pleasure. Car felt good as new anything found during service was explained on video and in person
03 January 2025
Stef was brilliant
03 January 2025
Booked for recall.done Booked new tyre valve.advised that couldn't see loss of air..then had to wait extra hour to get valve fitted as requested
02 January 2025
Superb service as always. Informative - the service video is a really good idea. Cannot fault the staff - Sam was just lovely !!!
30 December 2024
Staff always very helpful
30 December 2024
Explained what was happening throughout
29 December 2024
Everything to my liking
29 December 2024
Excellent customer service and great customer care
29 December 2024
Fixed my issue with minimum fuss.
26 December 2024
Excellent customer service and fast turnaround
25 December 2024
i was really satisfied with Vertu Durham as i was warmly welcomed with amazing customer service.
24 December 2024
Never had a bad trip to this dealership
23 December 2024
Helpful characters.
23 December 2024
We were looked after with sincerity and kindness. Sam, welcomed us, kept us informed of progress and concluded our dealings professionaly.
23 December 2024
Tried there best in anyway they could
22 December 2024
Not too impressed that my booking for this work was cancelled at short notice back in September, then I was rung in December and asked to bring it the next day! Neither was done very professionally- however staff on the day were excellent.
22 December 2024
Easy to book car in. Staff very personable. Car ready when staff said it would be
21 December 2024
The service received from the staff all the way through the process was very good but will refer you to my earlier comments regarding the message coming up on my dashboard regarding an oil service being required
21 December 2024
Again first class service as always
20 December 2024
Customer service from beginning to end, was first class.
20 December 2024
Staff really good
19 December 2024
Very poor, sat in waiting area for over 1hr 20mins not one person came to ask me why I was there or who I was. phoned me to say car was ready but I was in the waiting area.
19 December 2024
Not the service I expected from bmw, I must say the lady who saw to me on the day was very good sorry forgot her name and car was only half cleaned had to take it to car wash the next day to have it cleaned again disappointed
19 December 2024
Job on 19th Dec was because piece of work was not carried out on 13th Dec. On 13th Dec had to wait 9 hours to be told piece of work could not be carried out. No feedback from drop off to final collection.
18 December 2024
Great experience from the customer service element, the car clean could have been better.
18 December 2024
Made to feel welcome, friendly staff in a comfortable environment
18 December 2024
I will now have to revisit for a second time these items were mentioned on previous email requests for pre service information
18 December 2024
The task to perform the the task was quick and easy
18 December 2024
Good service across the board
17 December 2024
Amazing customer service
17 December 2024
Girls were good
16 December 2024
I was greeted by a lovely young man at reception who talked me through the self check in and Rebecca on service kept me well informed
16 December 2024
The staff kept me up-to-date with the progress of my repair.
16 December 2024
Good customer service. Quick and efficient. Whilst my car was being serviced, they kindly dropped me off and picked me up which I was not expecting.
16 December 2024
The cost of the work carried out was exactly what was quoted when booking the vehicle in.
16 December 2024
Informative about vehicle condition. Liked the quick video which allowed an underside view. Something you don't normally get to see. Car was ready before I expected, thank you
16 December 2024
Very friendly and high level of service.
16 December 2024
Good service with regular updates
15 December 2024
As above
06 March 2025
Excellent customer service