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5.0SERVICE
4.0Our 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.
362 ratings and 191 comments received in the last 90 days.
12 April 2024
Pleasant friendly staff couldn't do enough to help
11 April 2024
Kyle Archer at Vertu Sunderland has gone out of his way again to deliver our dream car. Nothing is too much trouble and he is always so helpful. He has kept us informed at every stage of the purchase and is an absolute credit to your company thank u
10 April 2024
Staff listened to needs
09 April 2024
Great service provided all round.
08 April 2024
I was only in the dealership for the handover but it was a very welcoming experience.
06 April 2024
Kept fully informed. Easy to contact if needed. Everything very clear.
04 April 2024
Quick delivery
04 April 2024
Just from start to finish Paul Thompson looked after me and I'm sure that BMW will continue to do so
31 March 2024
Kept informed all the way (Chris Davies)
30 March 2024
Very satisfied, no pressure from sales people
30 March 2024
Managed to get a new car in the time frame.
29 March 2024
Ashley and staff were very welcoming and kind, they looked after myself and my partner and walked me through the process .
29 March 2024
Like I said nothing at all was impossible she got everything sorted.
28 March 2024
No hassle
26 March 2024
Perfect service from vertu Sunderland and Chris Davies in particular. Cut to tge chase and offered my a great deal without tge usual back and forth which I find off-putting and have no time for. Awesome job Chris!
24 March 2024
Was kept up to date and knew what was happening at all times
23 March 2024
Great experience, everything went smoothly with drop off of part ex and pick up of new car.
23 March 2024
Straight forward, no fuss, delivered on what we agreed
21 March 2024
Prompt delivery and got a 24 plate, was expecting 73. So I'm over the moon
19 March 2024
See above
19 March 2024
Courtesy, attention to detail, knowledge of the products, flexibility to cover my needs.
10 March 2024
Professional service throughout.but relaxed service makes it 10 out of 10
08 March 2024
Really good service
07 March 2024
Handover smoothly delivered
07 March 2024
Confidence in salesman Kyle Jenner he explained everything clearly and answered any questions I had fully .
06 March 2024
Salesman was really helpful and tailored a deal which I could accept. Very prompt with any information I needed. Worked around suitable times to be in touch as I work nights
06 March 2024
Excellent communications, talked me through everything
06 March 2024
Better than Audi !
06 March 2024
Car is amazing drives great
06 March 2024
Excellent service from everyone we dealt with. In particular Paul Thompson who did an excellent job of looking after us.
04 March 2024
My sales person wasn't working on day of handover, and I needed help in handover, over car features, This was done but I wasn't shown. Front tyres were incorrect pressure I told him and he just reset pressures. Warning light came back on next day.
03 March 2024
Smooth process, helpful and friendly staff. Explained everything to me.
28 February 2024
Fantastic experience overall but the valet of the car let aiden down. Car was presented with dirty windows, still soaking wet and a wonky number plate screw which may do a disservice to Aiden in future sales.
27 February 2024
The staff were fantastic I was well looked after had a lovely coffee and a lesson in how to use my new electric car
26 February 2024
the process was really easy and straight forward
23 February 2024
Regular contact from start to finish and nothing was a problem, great team.
23 February 2024
Paul Thompson was able to answer our questions and handover was made easy
22 February 2024
Nothing was too much
22 February 2024
totally satisfied
22 February 2024
Helpful staff
22 February 2024
Completely satisfied, thank you.
22 February 2024
Made to feel important and relaxed, nice people
22 February 2024
People choose luxury brands for a reason. From the cars themselves to the service offered, it's Always the best at BMW.
22 February 2024
First class from start to handover
27 January 2024
The few times I had to come into the dealership everything was ready and always professional
27 January 2024
Top notch service from Kyle Bacon and Craig Hunter.
19 April 2024
Very efficient and convenient
18 April 2024
Got a job done through good will which is a great gesture for any customer.
18 April 2024
The service provided was good, however, I was expecting to receive some options and valuations for my car as discussed on the phone but the info. didn't appear to be available and the garage was closing when I collected my car.
17 April 2024
Fantastic service as always, very welcoming retailer with helpful staff
17 April 2024
As previously mentioned the staff member I dealt with was very friendly. The service was done on time and I went through the app set up easily and efficiently.
17 April 2024
Happy with the service
17 April 2024
Good customer care
17 April 2024
Service completed as described, and car was thoroughly cleaned
16 April 2024
Everything completed on time and as per schedule.
15 April 2024
Easy to drop car off and excellent customer service
14 April 2024
Brilliant customer service and always kept updated on progress of vehicle while its been in the workshop and when things haven't went to plan through no fault of bmw they have went above and beyond to solve it
14 April 2024
I was greeted by friendly staff who advised how the service would and received a video showing work being done and recommendations for current and future issues.
13 April 2024
Very helpful very informative lovely lady nothing was a problem
12 April 2024
All needs were met
11 April 2024
Because I am one happy customer ??
11 April 2024
Excellent Customer service adviser
11 April 2024
Staff are friendly, informative and always provide a professional service with no issues
10 April 2024
Returning customer of Vertu. Craig Hunter and Aiden Dickinson were both fantastic and a pleasure to deal with.
10 April 2024
Again Agija managed the repair process by arranging a hire car for me. (X6M Competition.
10 April 2024
Nice staff
09 April 2024
Gemma was great and lovely to chat to.. Can't fault the experience at all
08 April 2024
Well organised
08 April 2024
Did not receive a video of my health check.
08 April 2024
Very good
08 April 2024
Nothing to add, as above.
08 April 2024
Friendly staff
08 April 2024
I was kept comfortable and informed while I waited for my car.
08 April 2024
Did a full check on car and sent a video explaining reasons which I liked
08 April 2024
Staff helpful and kept me informed of costs/progress.
08 April 2024
first class
07 April 2024
Lack of communication
03 April 2024
Attentive
03 April 2024
Efficient, helpful and considerate service
03 April 2024
Lauren was a pleasure to deal with.
29 March 2024
The staffs and the atmosphere
29 March 2024
Car fixed
28 March 2024
Customer service rated Excellent!
28 March 2024
Always kept informed throughout the process
27 March 2024
U wanted x amount of money to put on Dynostic. When a guy rang the next day from bmw and he knew why engine management was on
26 March 2024
The staff at BMW were excellent and all went very smoothly.
25 March 2024
Lovely staff
24 March 2024
No issues
24 March 2024
Job done within a good timeframe
24 March 2024
Great service
24 March 2024
Very thoughtful
22 March 2024
Efficiently carried out
21 March 2024
Service administrator Agija Sestakovska very helpful.
21 March 2024
All good
20 March 2024
Great communication throughout the process so was kept up to dateon progress.
20 March 2024
All the issues were resolved in a timely manner to a high standard.
19 March 2024
The staff are great and really helpful - business ethos is focused on the customer - you recognise that we are buying a premium product and spending a lot of money with you.
19 March 2024
I was looked after from walking in to walking out, fantastic staff,I waited while the service was complete, coffee even a complementary snack box, prompt, polite, really really excellent
19 March 2024
N a
19 March 2024
All service items were dealt with perfectly
19 March 2024
Stephen was very good
19 March 2024
Dealership were great
19 March 2024
Only a 3 because of the comments in the above box, otherwise would have been a 5. My daughter had her Car in for a Service last week and she had a very similar experience.
19 March 2024
Same reason as above say they are going to do 1 thing then dont do it
19 March 2024
Found and fixed the fault on first visit. Kept me informed of progress through out. Proffesional and courteous. Courtesy car provided. No issues at all.
19 March 2024
Car wasn't ready when stated. Got a phone TWICE on the day to say it would be ready for 5-5.30 and wasn't ready until 5 to 6 which i appreciate because i understand workshops can be busy and software updates can crash but an update would've been nice
15 March 2024
Staff friendly, helpful and informative
14 March 2024
Faultless service
14 March 2024
Extremely satisfied with the service I received. Gemma (service team) was very helpful and everything happened the way she explained it would.
14 March 2024
See my answer above.
14 March 2024
Easy check in. Kept up to date. Friendly staff
14 March 2024
New pick up your car from our property and once dropped off at home when finished they gave us a nice gift plus wash and hoover your car for you after the work they do car much better when driving xxx
14 March 2024
All staff I dealt with were polite, professional and friendly.
14 March 2024
Everything was simply perfect and Natasha Armstong was really Helpful and accommodating, Warren Davies is really passionate about what he does and really informative. The only problem is that the interior car door is always not clean and stained
14 March 2024
Helpful attentative staff
14 March 2024
Above
14 March 2024
As above 1 day scheduled and over a week and still not got back a car I only recently purchased
12 March 2024
Good communication
11 March 2024
Very Happy
11 March 2024
Work done to high standard and car was well cleaned
11 March 2024
I have had an issue since my car was in the dealership. I contacted the dealership regarding it and I am still awaiting a reply/answer on my issue. I have now had an independent look at it and resolved the issue which was caused by the dealers updat
11 March 2024
Good
11 March 2024
Was told i'd get my car back by the end of the day, waited till the end of the day to ring me saying i won't have it back. Said it would be ready for noon the next day, wasn't ready until 2pm and was late for work.
09 March 2024
Great friendly service. Easy to book and deal with and the freebies what the end was a very nice touch. Thank you! ??
07 March 2024
Kept in the loop at all times with the progress of my service
07 March 2024
Whilst i have had issues with my car since purchase i cannot fault the service I have received from Paul Thompson and the management team ensuring i was updated and left with a hire care which is essential for my business
07 March 2024
Very satisfied. I made a booking by telephone and then everything else was done for me.
07 March 2024
Very professional and friendly treatment from start to finish
06 March 2024
I was kept updated by video as to what the mechanic had checked .the car was given a free valet which is always much appreciated .
06 March 2024
Good service and kept updated
06 March 2024
My car was clean inside and out so I couldn't fault BMW
06 March 2024
A warm and informed welcome, well prepared for the cars visit, no delay before work underway, well looked after whilst waiting, time taken as forecast. Work completed entirely satisfactorily.
05 March 2024
Great service
04 March 2024
A lot has changed since Covid, the check in system and general customer service has changed also. Nothing wrong with personal etc, it is just different to what I've experienced before.
04 March 2024
Recall was sorted within a week of receiving it.
04 March 2024
What should've been a quick and hassle free repair caused considerable worry and calls to dealer I purchased the car off to say there were costs to be covered which ended up not being applicable.
04 March 2024
Effortless booking car in very good service staff
03 March 2024
Wait service was prompt and efficient.
03 March 2024
Very happy
02 March 2024
i am satisfied with my experience.
02 March 2024
Comfortable facilities, very nice coffee.
02 March 2024
I decided to stay and wait for the service, I brought my laptop so I could work from the waiting area. The building was having work done so it was noisy and they moved me to the motorbike waiting area. Everyone was super professional and helpful.
02 March 2024
Knowledgable staff
01 March 2024
Was told I was getting complementary wash then when got there said cause of the time they arnt offering it
29 February 2024
Great feedback
29 February 2024
Everything was carried out as promised
29 February 2024
In hindsight they could have explained I was booking my cars first mot too early so losing one month Also, Vertu should take American Express cards, surely given the customer base
28 February 2024
The service was carried out efficiently and in a timely fashion - and my car was cleaned too.
28 February 2024
Service from the garage once the car was in was very good. Again though the lack of urgency and having to wait 3 weeks for a service slot was extremely disappointing.
28 February 2024
Kept updated well, just a shame parts kept failing. A wheel was damaged in your care, however you fixed the problem promptly.
28 February 2024
Terrible service.
28 February 2024
Great service and made to feel welcome
28 February 2024
Free wash and vacuum was not available on the day, otherwise 5 stars
28 February 2024
Satisfied
28 February 2024
When doing health check etc and if there's an issue there's no option on alternative ways to pay for example a weekly or monthly option to pay so the work can be fixed as the Emac you sell doesn't give you what was sold to me..
28 February 2024
Tried to book service via the App but it was not available, so I rang Vertu who were very good, I used the key drop and it said the car would be ready for 5.00 but I got a call at 5.00 to say 30 more minutes but, I had set off already.
27 February 2024
The member of staff who dealt with us was extremely nice, helpfull and thorough in her job Shame about the lovely coffee we used to get pre covid, only joking ??
27 February 2024
Really good to deal with. Agija kept me informed and managed to work on the price a bit to soften the blow
27 February 2024
All work was carried out as requested, Gemma kept me up to date with the progress of my vehicle.
27 February 2024
I prefer to speak a real person on arrival not a machine.
27 February 2024
Great staff, great service
27 February 2024
Staff kept me updated and the service and checks completed very quickly though car not valeted as discussed at earlier appointment
26 February 2024
Very efficient
26 February 2024
See above
25 February 2024
Communication takes forever. After replacment my left front daylight does not work anymore, this warning came up after replacment and never has appeared until now. Car wasn't hoovered as requested. Just overall not really happy.
25 February 2024
Booked a service due to a request in my car, then told I didn't need it but booked my MOT which they couldn't complete so had to go back yet again to have a bulb replace while I wait??!! That's if I didn't mind waiting 3 hours. Walked out.
24 February 2024
Very poor service. Terrible communication. Ongoing problems not rectified.
24 February 2024
did as they promised.
23 February 2024
I was kept informed of the process as the Service progressed. The video was really useful to watch.
22 February 2024
Extremely satisfied with the service but more communication needed as I was only told at 17:22 my car would not be ready until the next day and this after me calling twice prior to the update.
08 February 2024
Staff on reception was nice and Natasha was helpful until I was given a £1200 bill. I am not someone who has £1200 to fix a design fault on the Car.
31 January 2024
The lass who dealt with me was great communication wise. Can't fault her, but the one day job became 4 due to weekend and no courtesy offered 'as not 2 working days'. Windows no longer work from remote, parking camera is erratic as hell.
30 January 2024
Very satisfied
30 January 2024
Agija helped to turn a bad experience with Arnold Clark around. She is friendly, warm and personable. I felt like Agija understood that I'd had a lot of stress in relation to my car and did everything she could to help alleviate that.
29 January 2024
I have given a two, the service receptionist was polite, helpful and very apologetic. She, tried her best in the morning and evening to resolve the situation 5* for her customer service, but 0 for the service itself.
29 January 2024
Really impressed with video update on my car, the contact between Vertu and myself through whole process and the key collection was really slick.
28 January 2024
This time, I wasn't very satisfied because my car was in for tyre check only and wasn't told what time it will be ready so ended up waiting all day. Also valve cap was missing on repaired tyre. Otherwise no issues.
28 January 2024
See answer to question 1
28 January 2024
Showroom getting moved around so a little rushed
28 January 2024
FOC preventative maintenance.
28 January 2024
As above
28 January 2024
No courtesy car for recall but easy to use service.
28 January 2024
Excellent service and really good communication by the service department
28 January 2024
I always feel like the car has been thoroughly checked over and the video of the car check from underneath is very reassuring.
28 January 2024
they know what they doing.
27 January 2024
The consultant, Gemma Taylor, made me feel welcome, explained everything and went above and beyond which made me feel really comfortable.
27 January 2024
All required work carried out within quoted time period
27 January 2024
Vehicle was booked for a recall for all day slot. Wotk was completed by 1pm
27 January 2024
My car was broken and they fixed it! A complex repair I understand.
27 January 2024
Was shown to an area were I was able to work while I waited.
19 April 2024
Just great service and communication throughout .