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

186 ratings and 123 comments received in the last 90 days.

15 September 2025

As I touched in previous comments Nick and his colleague made the handover special, they went through the whole process from setting up my account and explain the controls and systems on my new car

12 September 2025

We never felt pressurised always treat with respect and staff made us feel special

12 September 2025

Jon our sales advisor was great!!

10 September 2025

Good communication and a good deal.

06 September 2025

Great experience

05 September 2025

Few points 1) dealer shipped in an example of the car I was interested in from down country for me to test drive 2) good proactive communication of updates monthly between order and a month up to delivery 3) very regular proactive comms in final mont

05 September 2025

Great service , lovely and helpful staff

04 September 2025

Gaz Singh, our salesman, guided us through each stage professionally and efficiently, a pleasure to deal with.

03 September 2025

Very supportive throughout the whole process offered refreshments and were very complimentary and clearly enjoyed working for bmw as they were very happy and professional

24 August 2025

The service and interaction with the salesman was very good- friendly, knowledgeable without being a

See all reviews

23 August 2025

See our comments above

22 August 2025

Couldnt fault them

11 August 2025

From start to finish nick was great

01 August 2025

Gaz and Nick were very easy to deal with and very knowledgeable in terms of the car and the add on products and made the whole process stress free. My wife and I were made to feel very welcome during the handover of the vehicle.

01 August 2025

The car was deliveres before the original date stated and everything was straightforward

21 July 2025

Throughout the purchasing process, we were kept well-informed at all times. It is always good to know that we are dealing with such a professional organisation.

17 July 2025

Excellent customer service from Gursavik Singh (Gaz),

03 July 2025

The whole experience was seamless and a very enjoyable pleasure.

21 September 2025

Very careful handling of work enquiry and subsequent delivery.

19 September 2025

Good communication and very good work

18 September 2025

All round excellent staff

16 September 2025

The service received is second to none. The people are 1st class.

16 September 2025

Very professional and personable as usual.

15 September 2025

Quick and efficient

15 September 2025

As above.

15 September 2025

Same as above

15 September 2025

It was the dealership i chose before the car!

14 September 2025

Please see commenta about dashcam above

See all reviews

14 September 2025

Ended up paying double what I was quoted and apperantly agreed to different work getting done. No email was sent confirming any changes and nothing on the check in screen prompted anything had been changed from what was booked.

13 September 2025

No stress every thing first class

09 September 2025

See above

08 September 2025

Check in quick and easy to use. Car service completed quicker than expected.

08 September 2025

The used car team are brilliant and the service centre equally as good. I am a cancer patient and had to change my appointment due to treatment. The service representative was unavailable with her compassion and understanding, absolutely first class.

08 September 2025

The service department staff very helpful and knowledgeable nothing too much trouble

07 September 2025

All work carried out well.

07 September 2025

Great service from start to finish

06 September 2025

Excellent service, made all the better by a clean MOT

06 September 2025

Service was as quick as it could be as I was waiting for the car

05 September 2025

Staff will go above and beyond to make your experience as smooth and as pleasant as possible

04 September 2025

No problem at all.

04 September 2025

Katharine dealt with us initially when booking the car in for service, Sam continued to keep us informed on the cars progress

04 September 2025

Good service

04 September 2025

Great service

03 September 2025

polute and sam knew what she was taling to me about rather than off a script

02 September 2025

As above

28 August 2025

Megan was very helpful, when my car required work, a courtesy car was available for a longer period over a bank holiday weekend.

26 August 2025

Issue caused just during service resulting in sos functionality not working. Had to be booked back in to resolve (something not reconnected) but this was arranged and carried out as efficiently as possible and really well handled.

26 August 2025

Every body was polite and helpful and the Problem was rectified , within the time frame that I asked for.

25 August 2025

All of the team seem highly skilled.

24 August 2025

Very good service

24 August 2025

I was happy with the service provided

24 August 2025

Although I was pleased with the service I didn't find get a solution to my vehicles fault

23 August 2025

Kept informed at all stages

22 August 2025

You are not cheep. You do a good job BUT you are expensive.

21 August 2025

Extremely satisfied. Best BMW dealer in north east.

20 August 2025

Durham were great especially Samantha Jackson. The issue above wasn't their fault and they sorted car in about 90 mins so spot on. Expensive but other than the above good.

19 August 2025

Sam was excellent

17 August 2025

Exceptionally happy with the service provided. Ross the technician done a superb job as well as Sam the service advisor

17 August 2025

As above, perfect other than the fast I asked for the car not to be washed, but it did get washed.

14 August 2025

Very happy with the service I received, communication from Megan was great and kept me informed.

13 August 2025

The team are always fantastic, polite, helpful and communicative

13 August 2025

Excellent customer service

12 August 2025

There were more faults on my car I was expecting, all the staff rallied round and repaired the car. I can feel the difference in the car and it's running really well. It was returned, washed and cleaned thank you very much to all the staff who worked

11 August 2025

Friendly approachable with consideration to personal preference and circumstances

10 August 2025

Everything was done in a timely manner

10 August 2025

Everything went smoothly and was explained fully to me

08 August 2025

My car was not cleaned as I was told it would be after the service.

07 August 2025

Very well informed as to what was needed

07 August 2025

I have always held a high regard for Vertu BMW in Durham which is where I purchased my BMW 330d 10years ago. Every member of staff I have met has always been helpful, knowledgeable and professional

06 August 2025

Very kind and a pleasant team.

06 August 2025

Very professional and helpful staff

06 August 2025

Helpful and on time

06 August 2025

Good service and hospitality , especially Megan was very helpful and polite.

04 August 2025

As above

04 August 2025

Efficient and smooth process and great communication.

04 August 2025

No problem really simple

02 August 2025

Top notch

02 August 2025

See above

31 July 2025

As above

31 July 2025

Comfortable waiting lounge. Good communication from service team. Free drinks whilst waiting.

30 July 2025

See above

28 July 2025

Excellent service all round

27 July 2025

Girl on reception was extremely polite and helpful very quick to get back to me and nothing seemed a problem for her

26 July 2025

Better experience that before

26 July 2025

All good. Competitive pricing with the BMW assurance.

26 July 2025

Great communication , excellent pick up and delivery service and detailed video report of key checks on crucial parts on car .

25 July 2025

Same as above

24 July 2025

My vehicle needed a dpf sensor fitting and have to wait nearly 3 weeks to have fitted,not good ,worried about the soot content and limp mode was assured its ok to drive ,fingers crossed ,does not instill confidence

24 July 2025

Clean and tidy premises and friendly staff

22 July 2025

Just got job done and kept me posted

21 July 2025

all work carried out excellent as usual

21 July 2025

Very good staff.

21 July 2025

As above

21 July 2025

The service receptionist assured us it would be like a new car when all the work was carried out and completed THIS WAS NOT THE CASE

19 July 2025

As I'm in my later years I've purchased over 107 vehicles. The service i received was the best ever with genuine concern from everyone that I was a satisfied customer. I'm looking forward to my next BMW purchase from Vertu Durham.

18 July 2025

Excellent friendly service

17 July 2025

All ok

17 July 2025

Sam explained everything clearly and was lovely

15 July 2025

Very unprofessional business

15 July 2025

All went well and they kept me informed of progress

14 July 2025

Good service from both the service and reception side. Clear information on progress and future potential work.

14 July 2025

Confident that all work is carried out to the highest standard

12 July 2025

All staff were friendly and customer focused. The car was returned very clean and on time

12 July 2025

Friendly professional staff

12 July 2025

Customer service was excellent from the advisor with all work carried out including the technicians video was of a high standard.

10 July 2025

Service and sales were very good cleanliness is very bad every time I pick my car after service from the inside. Black smudges, some that I can't even get rid off after professionally cleaning it.

09 July 2025

Brilliant above and beyond levels of service.

09 July 2025

Extremely helpful and friendy service advisor - Megan

08 July 2025

Excellent service

08 July 2025

Sam kept me informed during the whole process

08 July 2025

Great communication and service

07 July 2025

They gave the information I needed with no fuss

07 July 2025

No issues, the work was done quickly, and I was kept up to date.

07 July 2025

kept me informed and explained

06 July 2025

The mechanic had very well detailed checks and explanations during the vehicle health check, hopefully that'll continue. The staff are friendly on the day of our visit.

06 July 2025

Amazing staff. Megan was amazing, she was polite and welcoming as well as professional and knowledgeable. A real asset to Vertu and BMW

04 July 2025

Great communication at all times, car repaired as expected.

03 July 2025

Quickly fixed

02 July 2025

I was very satisfied with my service experience at Vertu Durham. The staff were professional and courteous, and the wheel alignment on my BMW 7 Series was done efficiently and to a high standard. The car drives noticeably better now. The process was

01 July 2025

efficient ,quick and courteous

30 June 2025

Megan couldn't do enough for you. Always asking if there was more she could do to help

30 June 2025

As above, but an expensive job.

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