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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.
360 ratings and 171 comments received in the last 90 days.
06 March 2025
Chris Davies updated me frequently on the process.
05 March 2025
I took delivery of my new car and it was handed over by Nicki Price the salesman who I have dealt with since my initial enquiry. It has been a great experience from the very start to when I collected my car. Nicki has been at all times helpful.
05 March 2025
Great communication and top quality attention paid
05 March 2025
Nicki was very helpful, didn't pressure me like I've been subjected to from other car salesmen. Very thorough when going through the contract, and made easier to understand, will be back in a couple of years for my next car
13 February 2025
The experience at the bmw centre was great. A very smooth experience and I was always kept in the loop with what was going on.
12 February 2025
Kept well informed and as above.
04 February 2025
Process went very smoothly and new car was arranged within a week.
04 February 2025
Great help from initial enquiry through to configuration, test drive and delivery. I cannot fault Kyle and the team at vertu Sunderland.
03 February 2025
Purchase of the car went very smoothly, in particular Olly was very helpful and informative.
30 January 2025
Olly Bullock very helpful
23 January 2025
Very satisfied everything was explained clearly
07 January 2025
Disappointed with after sales care
04 January 2025
Quick and easy. Anything that was hard was already sorted for me
21 December 2024
Smooth transition absolutely no stress
20 December 2024
Staff went out of their way to be helpful assisting wherever possible. Ashely kept us up to date each weeks with update on how the car was progressing.
18 December 2024
Excellent staff and a good buying experiance
16 December 2024
The salesman and sales manager were very friendly and the dealership was very clean and comfortable
09 March 2025
Very satisfied
09 March 2025
Really good service from the staff there, especially Agija Sestakovska
09 March 2025
I was given my car keys back but could not find my car as it was "round the back"
09 March 2025
I love the interaction with the service department. The video of the service and the full explanation is very helpful. Showing what has been done at the service and MOT. Showing everything gives you the satisfaction the work carried out is genuine.
09 March 2025
From the beginning of the visit. The service advisor was more bothered about looking at her phone than attending our needs. We were asked to drop car off by 9am but the car was not even looked at until early afternoon with nothing done to it.
08 March 2025
No issues
08 March 2025
Vertu BMW Durham?
08 March 2025
Good service and made comfortable whilst waiting for car to be done
07 March 2025
Service conducted was as expected
07 March 2025
everything explained and trusted work carried out
07 March 2025
The lady who dealt with me was excellent and I couldn't fault her, she was compassionate and very friendly. I'm just disappointed that I've paid for something that didn't need fixing.
06 March 2025
Good contact, friendly and helpful staff
05 March 2025
Very satisfying I was looked after every step of the way
05 March 2025
As abov6
04 March 2025
I took delivery of my new car on March 1st, handed over by Nicki Price the Salesman with whom I have dealt with since my initial enquiry in August 2024. It was a great experience from the very start to when I collected my car.
03 March 2025
They made me feel welcome to sit and work in the lounge
02 March 2025
I could have marked this down as the servicing was delayed - not completed same day which caused some inconvenience- but problems happen. It's how a company reacts. Your service advisor Agija rescued the situation so she gets 5 stars :)
01 March 2025
Good car service from your workshop
01 March 2025
Very professional staff.
01 March 2025
Natasha was extremely helpful.
01 March 2025
I had what appeared to be a fluid leak at the rear of my car and was able to take the vehicle to VIRTU Boldon where it was held over night to be tested the next day. I was taken home by one of the staff and picked up again the next day.
28 February 2025
I gave that score for being so reliable for your work on my car and looking after me I am so great full thank you .
27 February 2025
Customer caring is such a big help.
27 February 2025
I asked if I could speak to a member of the team about a query re a new BMW / no one was available at the time and I left my number for someone to contact me. I never received a call back
26 February 2025
As above service and communication
26 February 2025
Service was handled seamless by Agija and service team from start to finish with regular updates
26 February 2025
Overall, I was very satisfied with my service experience at Vertu Sunderland. The team was professional, efficient, and provided excellent customer service. Highly recommended!
26 February 2025
The vist was for a air bag recall which was done in good time
25 February 2025
All went well
25 February 2025
Agija went above and beyond to ensure I got my car back in time, and communicated thoroughly throughout the day.
25 February 2025
Everything on time, nice video showing underneath of car explaining what is happening and service from staff excellent
25 February 2025
Aside from the delay in identifying the fault the service provided by The BMW dealer was excellent. All of the staff were friendly, approachable and very competent and understanding of the customer needs.
25 February 2025
Excellent experience.
24 February 2025
Favourite dealer and regular customer
24 February 2025
Gemma at the front desk was a gem. Very friendly and helpful. The lads in the workshop also pointed out to me that there may be a problem with the car and worked quickly to try and diagnose it.
24 February 2025
.
22 February 2025
Very quick turnaround for getting my car seen to which was organised by Agija who was helpful and professional from the start of the process until the end.
22 February 2025
Just the overall fantastic service from the front dest to the technicians in the back
21 February 2025
My experience with BMW was excellent. They confirmed my appointment, provided a courtesy car, and efficiently repaired my vehicle. It was returned clean, with service updates. All interactions were smooth, and Agija's customer service was outstanding
20 February 2025
Had car booked in for mot got call to pick it up went to pick it up car ready outside Went to service desk told to have a seat and someone would see me After waiting 40 minutes someone asked if I was been seen to Told them situation someone came
19 February 2025
Excellent service, great communication and efficient.
19 February 2025
Easy and quick
19 February 2025
Very friendly staff.
19 February 2025
N/a
17 February 2025
Easy drop off and collection process
17 February 2025
Service was great , I did have to repeat what wanted 3 times . When I booked the appointment , online and on arrival at the garage .
17 February 2025
I only came in for a factory recall on the airbag, they did a free health check and pointed out something which I already knew which is fair enough and if I've had the money I would've got it done there and then, free health check video excellent
17 February 2025
Nice people easy to talk to
14 February 2025
All work was carried out promptly and to a very high standard, as always
13 February 2025
Customer satisfaction
13 February 2025
Seemless recent visit. Excellent customer service.
12 February 2025
Quick, efficient & straightforward
12 February 2025
Problem free
12 February 2025
Gave good advice and did everything they promised.
12 February 2025
Very detailed explanation via video
12 February 2025
Natasha was excellent from start to finish. Very transparent and great and keeping me updated with progress.
12 February 2025
Checkin was poor
10 February 2025
I was kept up to date by Lauren throughout this process, with emails, video and phonecalls. There was much detail by the engineer regarding the service not only about the engine but to the wear and tear of brakes and tyres, which I found very helpful
09 February 2025
Car was completed in timeframe they had given me and they charged me quote price.
09 February 2025
Excellent customer service
09 February 2025
Nice places to sit. Nice coffee
08 February 2025
I last check in Job completed satisfactorily and on time
07 February 2025
Car went in for one day, had it returned three weeks later. Decal on side had bubbled up needed replacing. The paint work was damaged and then repainted. This happened twice. I decided not to have the decal replaced after the issues. Disappointed
07 February 2025
That is the level of service I received at the materialtime
06 February 2025
I was very satisfied with the visit.
06 February 2025
Car well prepared and information provided
05 February 2025
Very satisfying Richard and agija guided us through the experience with no troubles
04 February 2025
Very good experience from everyone involved
03 February 2025
Great customer service
01 February 2025
Great service from service team.. not so good after sales including sorting service plan
01 February 2025
Excellent all round, faultless.
01 February 2025
Agija was so professional and helpful .
31 January 2025
Took two and a half hours for a running in service vehicle was not washed or vacuumed .Seems a little long for vehicle to be checked and an oil change .
31 January 2025
Perfect except for expensive prices
31 January 2025
Paul Thompson couldn't have been more attentive and helpful
30 January 2025
Good communication
30 January 2025
Lauren was lovely to deal with and so efficient.
29 January 2025
Efficient and timely service. Sadly I found my HUD heads-up display speed indicator had failed on collection.
29 January 2025
Dealing with Gemma was easy, very proffesional & friendly.
29 January 2025
Amazing service from the Vertu Sunderland team, as usual. Especially from Agija!
29 January 2025
Service guy Kevin was as normal absolutely brilliant and helpful as were all staff
28 January 2025
Completely satisfied, Natasha was so polite, helpful and nothing was a trouble for her
28 January 2025
Olly Bullock great to deal with
27 January 2025
Car was in for a engine management light fault which was quickly diagnosed and repaired, I was kept informed of the progress and the car was washed and ready for collection quicker than I expected.
27 January 2025
Problem solved efficiently. Kept up to date on progress during waiting period. Staff looked after me during waiting period.
27 January 2025
Great customer service. Good coffee after my night shift when waiting was like an icing on a cake
26 January 2025
Very good. Only aspect that was slightly tricky was booking an MOT and Service via the app. Didn't seem to allow you to do it and warranted repeated phone calls to confirm. Even then there was still some small confusion on arrival but easily resolved
25 January 2025
Lovely customer care service, helpful and timely
24 January 2025
Excellent service
23 January 2025
I could not find any faults in the customer service I received.
23 January 2025
Very good service provided
22 January 2025
2 appointment was perfect
22 January 2025
Very welcoming and good communication
22 January 2025
Great customer care skills from little Lauren
22 January 2025
Very happy witj the outcome of the service
22 January 2025
Lots of communication before and during my car being serviced.
21 January 2025
Respectful, knowledgeable staff who were able to answer any questions I had. Made sure I knew where my car was parked before I left the showroom
21 January 2025
Caring staff who look after you.
20 January 2025
Easy to book in over the phone, girls on reception and customer care were aware of my booking that day, quickly took details and showed me the courtesy car I'd booked.
20 January 2025
Easy and quick to deal with
20 January 2025
People at the service centre were very pleasant and helpful. As we the people on the phone when dicussing feedback. Admin side has let the experience down as i never recieved any confirmation of booking, meaning i had to call in to speak to someone
20 January 2025
Mot done dusted and sorted by lunchtime. Car all cleaned, and Graeme even showed me where the car was parked
20 January 2025
Impressed with the customer service.
20 January 2025
Professional friendly staff.
20 January 2025
Lauren Stephenson dealt with hand over on checking in and out. Professional pleasant knowledge young lady an asset to vertu group
19 January 2025
Good service
19 January 2025
I only had my car in for an MOT test, and pleased it passed.
19 January 2025
£200 per hour for labour. a bill of £340 i dont know why anything needed doing on a car less that 2 years old. BMW dictate relacing microfiltes and brake fliud into service history to force BMW owners to pay exorbatant servicing costs.
15 January 2025
Yes, great service
15 January 2025
Quick and helpful
14 January 2025
Been using Sunderland BMW for a while and never been let down
13 January 2025
Fast and efficient
13 January 2025
By not having ability to drop off customers let alone pick the car up, despite booking weeks in advance!
13 January 2025
Very friendly and helpful staff who looked after us during our visit.
11 January 2025
Really helpful and took the time to show me more about the BMW app
11 January 2025
I was told I needed to replace my front windscreen wipers. I'd had no problems with them and when I checked my records they were only changed in July, Lauren said she would get back to me about this but I still haven't heard why they needed changing.
10 January 2025
Kept informed with what was happening
10 January 2025
No
10 January 2025
Carried out service in two hours whilst I waited , customer service great with coffee on tap . Nice comfortable showroom and a video from the technician showing me the vehicle check prior to the service .
10 January 2025
Disappointed the ad blue system failed with only 45,000 miles covered. This is my fourth 7 series?
10 January 2025
Completely satisfied with service provided.
07 January 2025
Karen and the team were great, provided good information and provided excellent communication keeping me updated at all stages of my repairs
05 January 2025
Done a good job
03 January 2025
Had a service package plus video feedback is good.
02 January 2025
Car had an intermittent issue that took 3 visits to cure, excellent communication with Lauren, she was always clear and timely until fault finally happened in workshop
31 December 2024
Because Agija met all my expectations and therefore I will definitely have a service again next year at the same venue.
31 December 2024
When I take my car to BMW i now my car get washed
30 December 2024
Dropped car off at 10am for first service oil and filter change. came back at 3.45pm . As I was walking past the fore court received a phone call informing me car would be ready at 5.30pm it was in the workshop now. Total lie it was on the forecourt.
28 December 2024
After an overnight software installation certain functions were not working. My vehicle was left at Sunderland for further investigation, but the voice control function is still not working correctly.
28 December 2024
I was told it would be about a hour to change the drivers airbag after a recall and they were true to their word
28 December 2024
Friendly staff and work done on time
28 December 2024
Prompt and thorough
28 December 2024
Very poor customer service i checked in 5 times to make everything was going to be ok regarding the recall and nobody seemed to know if was there for 3 an a half hours until I approached a member of staff asking what was happening regarding my car.
24 December 2024
Great staff
24 December 2024
I was very impressed with the video showing the work carried out and the customer service and care received
23 December 2024
Unplugged dashcam and never reconnected it back to how it was
23 December 2024
Job was done in no time no issues at all
23 December 2024
Customer service is 5*
20 December 2024
Very happy. Always a pleasure being looked after by Agja.
20 December 2024
Car collected and serviced/MOT very efficiently
19 December 2024
Easily organised
18 December 2024
Everything was on time, no problems, and zi was kept well informed
18 December 2024
as always a great customer service and great handover everytime i come into branch
18 December 2024
Agija kept me updated all day
18 December 2024
Very polite and courteous
18 December 2024
Please see above
18 December 2024
Brillant thanks Rebecca and her team
18 December 2024
My 530 was in for recall, a part which was in short supply, the car was with Vertu BMW Sunderland for 22 days, I was subsequently provided with a nice hire car. I was kept upto date and informed at every step of the recall by Gemma Taylor. Excellen.
18 December 2024
Agija is soeasy to deal with. Shes really friendly and makes sure everything goes smoothly
17 December 2024
Bad service.
17 December 2024
The booking in of the car, which was in for its first MOT, was seemless. I also had a loan car which I was shown to in the car park. The video of the vehicle health check was useful, as were the regular updates on progress from Agija.
16 December 2024
Rather expensive for windscreen wiper blades!
15 December 2024
I have given 2 stars only because Lauren the service aministrator kept me informed, (1 would be more acurate) the overall service provided was poor. . . 2 months to get a booking, car not even looked at frst day, car came back with the same fault
07 March 2025
They presented the car beautifully in the showroom, with balloons etc. It was truly a nice experience collecting the vehicle. I was offered a complimentary bottle of wine alongside coffees.