OUR CUSTOMER REVIEWS
SALES
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.
312 ratings and 216 comments received in the last 90 days.
05 October 2026
Excellent experience, and very professional staff
04 October 2026
Very satisfied with the purchase process, not pressured in any way. Excellent handover from Chris, went through the car thoroughly, answered all my questions and helped ser the car up the way I wanted.
03 October 2026
No problems, good discussion/negotiation and kept us up to date on the progress.
03 October 2026
From start to finish the sales guy's (Liam)service was outstanding. He was very informative and certainly knows his job very well. Answered all questions clearly.
03 October 2026
Liam was really helpful and patient with me! Really is amazing in his knowledge
02 October 2026
Excellent service from Nick at BMW Durham. Having visited several times over two years, Nick was always professional, knowledgeable, friendly and helpful. When I was ready to buy, he made the whole experience effortless. A real credit to BMW!
29 September 2026
Andy at Vertu Durham was absolutely fantastic and made sure all of my needs were met.
24 September 2026
Everybody in the dealership are always welcoming and friendly. Liam was super helpful throughout the process.
20 September 2026
Polite and informative guy, listened and wasn't pushy
18 September 2026
He new all my questions. And new everything about the car.
11 September 2026
Nick Mason my sales consultant was first class in every respect , knowledgeable, professional & friendly . His colleagues that I also dealt with were excellent as well . A lovely positive atmosphere in the showroom .
09 September 2026
Very professional, informative and friendly. Excellent customer service.
07 September 2026
The whole experience was made brilliant by Gaz Singh who is a fantastic sales member. Gaz explained to me when I was on the forecourt about offers and options and wasn't forceful at all. He assisted me the entire way and made it effortless for me.
05 September 2026
Chris was very helpful finding me the right car i was after
04 September 2026
Andrew was most helpful throughout the process and knowledgeable.
31 August 2026
Brilliant service from start to finish, Nick Mason was excellent and was very helpful.
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 October 2026
Great customer service as usual
11 October 2026
I was fairly satisfied with the service. Very welcoming at reception and a great coffee. Just a shame I didn't get a phone call to tell me my car required further work. I would've instructed the work if I had known.The work got completed elsewhere
11 October 2026
Steps to auto book in were sent in advance, very quick and smooth. Update provided as service progressed, work completed to a high standard.
11 October 2026
Friendly and professional
10 October 2026
All work done in a timely fashion and staff very helpful.
10 October 2026
Excellent all round service.
10 October 2026
Everyone was really helpful, and talked me through issues, with this particular dealership being a level above another in your chain
09 October 2026
Efficiency
08 October 2026
Very accommodating to allow me to continue my work day whilst waiting for the work to be completed. Excellent service from the service representative
08 October 2026
Staff kept in touch about progress and were knowledgeable about what needed (and didn't need) to be done.
08 October 2026
Everything went according to plan and during the waiting period, the staff were very attentive to my presence re beverages and occasional chat.
07 October 2026
All good !
06 October 2026
Always satisfied by Vertu BMW Durham, used this dealership since 2010, new faces over the years but also receive excellent service
06 October 2026
Staff were very friendly and professional, there was ample parking when I dropped the car off, on-line check in was fast and efficient and worked well during my visit. Certainly would use Vertu Durham again.
06 October 2026
Check in was easy and quick
06 October 2026
The service plan was missold/ misunderstood by the sales staff at Boldon meaning they set up the wrong payment plan meaning i had to then pay cash top up of £224 at the point of the service which defeats the object of a service plan.
05 October 2026
Exceptional customer service
05 October 2026
Service was efficiently carried out and communication was friendly and informative.
04 October 2026
Good service
04 October 2026
Did what they said , expensive oil change
01 October 2026
Kept updated at all times by a very efficient member of staff
01 October 2026
A very prompt and efficient service..nothing was too much trouble and excellent comms throughout. Service reception was great...thanks Sam
30 September 2026
Fantastic service from start to finish.
29 September 2026
Excellent and problem free support from your service team
29 September 2026
Very helpful even coffee was good
28 September 2026
Excellent customer care, professional but friendly service. Prompt and continuously updated
28 September 2026
The service was carried out efficiently including an oil change and replacing a recalled starter motor. I was given a lift to the shops for the duration of the service.
28 September 2026
Very competitive pricing for my not so new BMW with all the advantages of full dealer service history.
28 September 2026
Friendly and efficient
28 September 2026
Great service and endless coffee
28 September 2026
Everything was fine, just had to wait a while to get the car.
28 September 2026
Outstanding service
27 September 2026
Because I WAS completely satisfied, just as I have come to expect from my BMW Dealership!
27 September 2026
Speedy service, great communication
27 September 2026
Staff were very polite and helpful all the way through the time they had the car keeping me informed
26 September 2026
Stef was great and provided access to the technician who worked on my car which was very worthwhile
26 September 2026
Everything was exceptional, from arrival to departure, and video feed back was great.
26 September 2026
Not sure the information given to me about my Tyres's is correct or acceptable
25 September 2026
Great friendly service. No complaints
23 September 2026
All issues resolved promptly.
23 September 2026
Perfect service sorry for Daley in responding
23 September 2026
Good feed back
23 September 2026
I booked the car in for a waiting appointment however after aitting fir 2 bours i noticed the car hadn t moved. When i asked about this i was told it was actually an all day appointment. Brake fluid was changed but no health check
23 September 2026
Job identified and sorted
23 September 2026
Car bodywork covered in oily substance when collected.
22 September 2026
Excellent service as always from Vertu Durham, Rebecca Bengtsson went over and above and garage team completed works excellent.
22 September 2026
proficient and effective service from admin. staff and mechanics alike - just a little unhappy with the repeated texts and emails urging me to use automated on-lone processes. When I am paying premium prices I want to deal with people, not robotics.
22 September 2026
The staff were fantastic from getting the estimate to booking me in and handing my X5 Competition back , very efficient service all round
22 September 2026
Very efficient and work carried out on time
22 September 2026
For some reason, all tyres were deflated to what I can only assume were the settings the person that did it thought they should be. Computer warned that all were low so had to inflate.
21 September 2026
Great from the service desk but my car was only in for an MOT and brake fluid service and I even opted not to have it washed in the hope I could get it back sooner. But it seemed as my job was a quick one, it got put to the bottom of the pile. :(
21 September 2026
From the initial contact to book the service and MOT, we were treated professionally and courteously. All the BMW staff were extremely helpful, and particularly the receptionist in servicing and Anthony, who collected/returned our car to our home.
21 September 2026
Excellent service
21 September 2026
Very good, they went the extra mile
21 September 2026
Rebecca in Durham was fantastic, she helped get my warranty job booked in and kept me informed about the progress from start to finish, a credit to the company! The service engineer was also excellent, took the time to understand the problem perfectl
21 September 2026
Very professional and friendly service
20 September 2026
I had a problem with my 135i which Durham were able to fit in at relatively short notice. Rebecca in the service department was very thorough and kept me updated on the progress of my car regularly and was very professional, a credit to the company.
20 September 2026
Car booked in at 8.15am. Keys collected at 10.15ish. Notice given i needed the car back for a hospital appointment. Call at 4.50 telling me the car would be ready for 5pm. All of 30mins earlier... not a lot of support offered.
19 September 2026
Easy check in, friendly and helpful staff.
19 September 2026
Friendly and helpful
18 September 2026
No help what so ever rip off £470 for 3 hours work to find a engine management fault what wasn't found
17 September 2026
No evidence was provided about the work required such as a video or photos
17 September 2026
Excellent
16 September 2026
Lovely, friendly and helpful staff
15 September 2026
Hassle free transaction
15 September 2026
Rebecca was very helpful and made it very clear what was gonna be happening and how long it would take, made the process very easy and understandable
14 September 2026
Excellent service. The front of desk member , Rebecca Bengtsson went out of her way to ensure that my BMW experience was fully comprehensive.
14 September 2026
Rebecca is very helpful and went out of her way to get a like for like car whilst mine was getting work done. She kept me informed of the full process.
12 September 2026
Quick and efficient service
10 September 2026
Very helpful service from Megan Kept up to date on progress Received health video And all information required
10 September 2026
Presice information re appt to have the recall work. Helpfull when thru injury I had to rearrange qppt. Prompt service on arrival, courteous during wait while work completed. Added bonus having car wash/hoover. Very appreciated for elderly driver.
09 September 2026
My car identified the need for an oil change service but when I took it in I was told it needed a full service which cost twice as much as I was expecting, and included a vehicle check costing £100 which I've no idea what it covered.
09 September 2026
It was very clean and the staff were very helpful
09 September 2026
Our car was brought in for the same fault which we pointed out whilst this car was well inside warranty. I was disgusted to be charged for oil so the car could be run, considering the time and costs we have incurred with these repeat visits.
09 September 2026
good communication throughout
09 September 2026
Service was excellent. There was nothing in the experience that would warrant losing a star for
08 September 2026
5 stars for Durham staff team- Rebecca (service team) who have dealt with me day 1 (oil service) was brilliantly and friendly but also made an effort to communicate due to my disability Profoundly Deaf. 3 stars due to BMW HQ lacking provide subtitle
08 September 2026
Waited over two hours for a mot even though booked time slot . Car didn't move from car park for an hour
08 September 2026
Service reception were very good and explained everything well so thanks for that.and the car was spotless thanks
08 September 2026
Professional friendly service
08 September 2026
Quick, easy and great service provided by the team
06 September 2026
Everything was fine right from booking to end of the service.
05 September 2026
Damaged one of my alloys whilst it was in for warranty work and waited for me to find it. Still waiting for a phone call to get it repaired two weeks later.
03 September 2026
I had use of a loan vehicle while the recall work was done. The mechanic sent me a video of the detailed checks he performed with my car on a ramp confirming my car is in very good shape. My car was also veletted before collection.
03 September 2026
Had my car in on Wednesday 26th all day and no work was done and I had to take the day off work. I paid £159.99 for a diagnostic check when the fault is already displayed. Said they would ring me back today with an update and as usual, no call back
03 September 2026
We were able to check in on line and leave key easily. The centre was extremely helpful following lack of communication through online booking regarding duration of appointment.
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
Great communication
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
The only thing that I would say is that from 10 in the morning till 5 pm seemed a long time.
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
Exactly as described, easy to deal with.
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.
29 July 2026
Took longer than expected but everyone I dealt with was fantastic
29 July 2026
Very helpful and understanding
29 July 2026
Staff were very accommodating and kept me informed.
29 July 2026
Friendly staff and the work was carried out in a timely manner.
29 July 2026
Very good
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
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.
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
23 July 2026
Check in staff were great and they kindly arranged a pickup for from Durham town centre when complete
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
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
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
21 July 2026
Service was great communication was really good and was a pleasure
21 July 2026
Everything that was asked was done, helpful and polite staff.
20 July 2026
Everything went to plan. No problems.
20 July 2026
Helpful and friendly staff at reception
20 July 2026
The system worked efficiently. No time wasting. Welcoming and helpful staff.
19 July 2026
Staff gothe extra mile. Rebecca was extremly helpful.
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: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 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
05 October 2026
An efficient and professional process throughout. All queries were addressed promptly and satisfactorily.