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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.
417 ratings and 216 comments received in the last 90 days.
29 November 2024
Due to delivery issues although the salesperson chased up deliverybit took three weeks for delivery.
28 November 2024
All went as expected again thanks to Paul Thompson
25 November 2024
I signed for the car on the Saturday and could have driven it away on Tuesday but due to personal reasons I couldnt pick it up until the following Saturday. Everyone was so friendly including the lady getting her steps in at the coffee machine ??
25 November 2024
We had some unforeseen logistical difficulties during the ordering process but the BMW centre was outstanding in making sure I was looked after. There isn't a single thing they could have done more. Very happy.
25 November 2024
I never thought I would get a new car. But since I've received it I love it and it's such a lovely drive.
23 November 2024
Kept informed regularly of progress and a smooth handover and follow up.
22 November 2024
Smooth transition
21 November 2024
Everything covered and explained clearly
18 November 2024
Great customer service from Matthew Bewick
17 November 2024
Great experience
16 November 2024
Fantastic from start to finish
08 November 2024
We were very happy with the helpful and professional approach of Mr Davies whose guidance in helping us choose this car was invaluable.
06 November 2024
It was such an amazing experience. I had the lovely Josh winter helping me out making sure I had all my questions answered, making sure I wasn't pressured and had the time I needed to make sure I was making the right decision.
04 November 2024
Always taken care of.
04 November 2024
The service we got from Chris was first class with no hard sell.
31 October 2024
I got a lovely brand new car and drove away with a smile on my face.
26 October 2024
Great customer service
24 October 2024
Outstanding service from Matthew and the team at BMW, thorough and so helpful from start to finish, Matthew really went the extra mile to give me an amazing experience buying and collecting my new car which I really appreciated.
20 October 2024
The full staff team were polite and went out of their way to ensure you were looked after.The reception team are very supportive and make you feel looked after.
15 October 2024
very friendly staff
12 October 2024
Exceptional customer service and a pleasure to deal with. Kyle nailed it with his service.
04 October 2024
Very satisfied
02 October 2024
Ashley Armstrong was excellent throughout the process, even loaned us an automatic courtesy car to try as previous vehicle was manual transmission
01 October 2024
Kept myself updated with the process of the car
01 October 2024
Cannot say enough of how friendly and efficient the staff were, the purchase of the car was very straightforward and how quickly the car was delivered.
30 September 2024
Chris is a pleasure to deal with at Vertu Sunderland. It's the second vehicle I've purchased through Chris and his ability to understand and pair up the brief is a key satisfaction.
29 September 2024
Great service
29 September 2024
Brilliant service from start to finish. Always had the answers to my questions.
27 September 2024
Excellent customer service.
27 September 2024
Brilliant service and everything explained well
27 September 2024
Kept informed along the way and really happy with the car.
27 September 2024
Even though I have moved 70 miles away from my previous local dealer, I still used them due to their great service. Everything went smoothly even though I opted to do the purchase remotely.
26 September 2024
Outstanding, couldn't thank Paul enough for how friendly and helpful he has been
24 September 2024
I honestly couldnt recommend these guys enough. My X5 broke on my out of the blue and i decided to get a new car. I went to Vertu Motors Boldon and they were fantastic. Helped me pick out the car i wanted, advised me on the whole process and put me a
24 September 2024
Having decided our budget and model, Vertu BMW Sunderland found the exact car we wanted
20 September 2024
Very satisfied can't fault it
19 September 2024
Service was 110% chris was brilliant and explained every stage
19 September 2024
Overall a stress free experience
17 September 2024
Fantastic from start to finish
13 September 2024
Went through all the controls with me so I understand them
12 September 2024
Chris Davies was excellent
10 September 2024
Staff and facilities were excellent - from reception staff who offered coffee up arrival, to the manager helping us get into the vehicle (and everyone else in between)
09 September 2024
Very goods service
07 September 2024
Professional and timely updates. Brilliant service
06 September 2024
Really happy with the service received during purchase, found the centre really good experience
28 November 2024
check in process for my car was easy, staff were friendly and helpful. service was completed quickly and i was able to come pick up very quickly.
28 November 2024
All information was delayed to me via my app.
28 November 2024
Very helpful with the issues I had with the car, all resolved
28 November 2024
Job done at the end of the day BUT car was in for a window regulator so the very basics of putting the door card back on properly should have been achieved right?? No.
28 November 2024
Always receive a 1st class service from Vertu Sunderland.
28 November 2024
The work was carried out very efficiently, I received an informative video which was very helpful.
27 November 2024
The service was no better than should be a minimum expectation. Nothing outstanding
26 November 2024
I was not expecting the extent of professionalism and the level of detail in my vehicle they took and will definitely be returning and telling anyone I know how much I appreciate the work they do.
26 November 2024
The video health check that was sent - the sound cut off halfway through. Must have used a dirty rag to clean the inside of the windscreen as it had a layer of dirt smeared across it
25 November 2024
Cannot fault.
25 November 2024
Great staff
25 November 2024
First rate from booking to collection.
25 November 2024
Quick and friendly staff
24 November 2024
Everything went according to plan
24 November 2024
I have no complaints. All were polite and helpful.
24 November 2024
Would give this a zero if I could. No response to my calls, no text as requested, deliberately went to the service desk to pick the car up to be told the keys were in the self checkout, no apology, attitude of staff was hugely condescending
24 November 2024
Recall dealt with quickly
23 November 2024
Things got sorted
23 November 2024
Superb service from Lauren
23 November 2024
Service was great and staff very nice and courteous.
22 November 2024
Gemma was very helpful didn't get to thank her
22 November 2024
Complaint raised with the service manager as on the service it was stated the front brakes were 70% worn, however 12 months earlier same garage stated 80% worn and to replace. I declined & have covered 12.5k miles in mean time.
20 November 2024
Nothing to complain about, great service
19 November 2024
Not happy at all, why didn't technician carry out a full pressure check rather than just a visual check. As car had to remain in workshop overnight to be programmed this caused me problems with being without a vehicle.
18 November 2024
Gave the car a pre mot check. Explained I needed 2 new tyres. No problem. Said go ahead and change them. But then went on to fail the car on tyres then passing it after they fit them which seems pointless and now has a fail on the mot history
18 November 2024
From the moment entering the showroom to the time leaving I was looked after. The ladies on reception kept mr totally informed throughout my time in the showroom
18 November 2024
Polite and effective throughout the repair process
18 November 2024
Staff
18 November 2024
Could achieve a 5 if battery cars are fully charged on pick up.
18 November 2024
Fantastic service and communication before, during and after.
18 November 2024
Just cancelled the service plan because it is not fit for purpose. I would have cancelled last year but my husband pursuaded me to give it another try.
18 November 2024
Staff friendly and knowledgeable. Would use again. Only issue would be time to wait for mot, service etc. When decide to wait to get done. Apart from that very good.
18 November 2024
Excellent service.
16 November 2024
Great communication and kept me up to speed all day with my car
14 November 2024
Professional from start to finish
14 November 2024
Excellent will b back
09 November 2024
Easy to book the car in, updated along the way with progress, my car needed a part and it was available and was able to be installed and then still washed and hoovered for me to collect. The customer service experience is very good
08 November 2024
Agija made the process very painless for me. Strong customer service from her.
07 November 2024
Always keep you informed about what is happening along the way and let you know any issues they may find that need attention.
07 November 2024
Very easy and quick, friendly nice experience overall
07 November 2024
Completely satisfied, everything so organised and staff very helpful
06 November 2024
My initial repair request remains incomplete.
06 November 2024
The car was collected from my home and returned when they had finished. It had been washed and hoovered which was very helped for me as I'm disabled so I really appreciated it.
06 November 2024
This time the service i revived was great but previous visits weren't as good .
05 November 2024
Issue resolved under warranty and dealership also installed remote software update which I had been unable to complete
05 November 2024
Quick service, friendly staff
05 November 2024
Everything completed on the day and kept upto speed of what was going on
05 November 2024
My vehicle was in for a recall for EGR Valve where all work was carried out to exceptional standards. I also paid for a health check on my vehicle separately! I so pleased that I had done this? It was found to have a very small sign of an oil .
04 November 2024
Was what had been paid for
04 November 2024
Very professional
01 November 2024
The service team kept me informed all the way through. The overview video of the general car healthcare was clear and detailed. The car was also washed and hovered.
31 October 2024
staff attentive and helpful.
31 October 2024
Customer service is professional and informative
31 October 2024
Very helpful staff
31 October 2024
Service carried out on time and to a high standard.
31 October 2024
Good setvice
31 October 2024
Charge for courtesy car's didn't used to
30 October 2024
Warm, friendly and professional at all times.
30 October 2024
My car was delayed by the day but the service was great. I was kept up to date on the process and when I went to pick my car up I was given a discount and a free bag for the car been delayed. Great service thanks.
30 October 2024
The staff at Sunderland make the difference. I choose to travel here as opposed to Stockton BMW as staff are much more professional at Sunderland.
29 October 2024
Fantastic customer service from receptionist to mechanic
29 October 2024
from start to finish very professional
28 October 2024
£25 courtesy car charge very high
28 October 2024
See answer above - car not ready on time causing disruptions to my plans.
28 October 2024
Car delivered and returned at the agreed time with all work completed.
24 October 2024
Because it was good
24 October 2024
Very polite and competent staff.
23 October 2024
Did exactly what they said they would do
22 October 2024
Service at BMW Sunderland was great. From the moment I contacted them querying why I hadn't received any communications regarding my service booking. They made up for the inability of the service centre to book my car in for when they had agreed.
22 October 2024
Sales team were professional, helpful and friendly
22 October 2024
All issues dealt with efficiently and swiftly
22 October 2024
Because that's what I think You don't always get what you want
22 October 2024
Quick turnaround round. Fair assessment of car & last time changed front wipers with out asking as they did need changing
22 October 2024
Natasha dealt with my case and was efficient, knowledgable and considerate - excellent!
21 October 2024
Allowed car to be dropped off later and had it ready in good time
21 October 2024
I asked them to check the handbrake. They said the rear brake shoes needed stripping and inspecting?? All shoes disks and pads, front and rear had all just been replaced, all that needed doing was handbrake adjustment - which I did myself!
20 October 2024
Sorted everything out in the day and had the car clean and ready for collection when they said
20 October 2024
Because of the excellent staff
20 October 2024
Kyle Archer 10/10 - likely the best service I've ever been given
20 October 2024
Good service
20 October 2024
Great service car was ready on time
20 October 2024
Kept me updated and got my car sorted with no issues.
20 October 2024
Lauren went above and beyond providing me with excellent customer service. This is why I take my car to your Sunderland branch over the Durham branch even tho I live in Durham, as I feel the Sunderland branch value me more as a customer.
18 October 2024
All good!
17 October 2024
My car went in at 0930 and was ready by mid afternoon. As above, the service I received was second to none.
17 October 2024
Very satisfied, always kept in the loop
16 October 2024
Totally satisfied
16 October 2024
Great all round service from all.
15 October 2024
Everything was completed to a high standard
15 October 2024
Reception staff were great. Couple of minor issues found after service but quickly resolved on return visit.
15 October 2024
Only slight criticism would be that I waited in showroom for over 2 hours when my service consultant came over and said they could have done the job sooner had they known - but I'd already requested this from the reception team. Only criticism.
14 October 2024
Great service from Agija. Super helpful and friendly (and I was given a decent loan car for once ??)
14 October 2024
Automated check in is a poor service.
13 October 2024
The 2 members of staff that I dealt with could not have done more for me. A very easy and comfortable experience thanks to them
13 October 2024
Did everything as asked and communicated well
13 October 2024
Excellent communication at all times left me assured that I was being dealt with as I would have expected.
13 October 2024
Friendly staff. Great facilities to enable me to work while I wait and nice touch with the snack box too.
13 October 2024
No complaints all very good
13 October 2024
Service department let me take my car from the premises without the mot.
12 October 2024
Great service from Lauren Stevenson, kept me updated and was really helpful
12 October 2024
Fantastic experience as a first time customer of Bmw. The professionalism of all staff especially the lady service advisor Agija Sestakovska who initially booked my car in for the problem I had and the manner in which she conducted it was outstanding
11 October 2024
All work done as required on time.
08 October 2024
I asked for a call from the service manager when I picked my car up after it had been with them for 4 days. No call came! Car still has the fault, now is no longer is under warranty. I really feel like I am perceived to be a pest by the garage.
08 October 2024
Nothing to complain about
08 October 2024
Excellent service at short notice due to recall issue. Special thanks to Agija and Steve Robson.
07 October 2024
Everything was done as expected and communication was excellent
07 October 2024
Good service
07 October 2024
very satisfied throughout all departments
07 October 2024
See answer to question 1
04 October 2024
All concerns addressed
03 October 2024
Everything as promised and staff have very good rapport with me
03 October 2024
Experience was excellent although found using the touch screen to 'arrive' at my appointment cumbersome especially as there was a receptionist when I entered the building. I did like the video from the maintenance technician showing the checks carrie
03 October 2024
They are thorough and efficient.
02 October 2024
Transport to nearby supermarket was provided whilst the car was being tested which saved hanging about in the garage
02 October 2024
I waited for my vehicle whilst it was in for MOT in pleasant surroundings.
30 September 2024
Car was serviced quicker than expected, handover and collection was straight forward
30 September 2024
Service was carried out in a timely manner, though the sump hatch was left open after the oil change, a minor detail but couldn't score full as a result.
30 September 2024
I was very satisfied.
30 September 2024
Professional service
30 September 2024
Was told cat would be cleaned but it wasn't cleaned very well
30 September 2024
No issues
30 September 2024
very professional and good service standards
30 September 2024
Everyone is always very friendly. The little package of water and snacks was a really nice touch.
30 September 2024
Car was in for MOT , initially told it would be completed by 6pm - given it was a relatively small job a slightly more specific timeframe eg.early afternoon- would have been helpful as I needed to arrange a lift to collect the car.
30 September 2024
Great service and vertu sunderland staff were very welcoming and hospitable.
30 September 2024
I have been to other service centres in the north east whose service was terrible , my experience today made me want to come back to Vertu Sunderland for my service needs or even to maybe look for future purchases
29 September 2024
Just very pleased with the overall experience
29 September 2024
Health check video and on being done almost in time stated. No issues or surprise bills! Also see prior comments.
29 September 2024
Very quick service
28 September 2024
Job done.
28 September 2024
Again, it was Lauren who was who was dealing with me was great through the whole process
28 September 2024
Staff were friendly and respectful, amenities were great during the (short) wait before I was seen, and my car was well serviced.
27 September 2024
Video is very good and the staff kept me updated
27 September 2024
Everything as expected. Worked in timescales and also accommodated my work schedule
26 September 2024
Looked after as much as possible, and left freebies in the car
25 September 2024
The staff go above and beyond, especially this time, Agija was amazing but all the staff have a caring attitude about them and can't thank everyone enough under the circumstances I found myself in
25 September 2024
There were a few issues but the staff at the garage worked hard to rectify the problems.
25 September 2024
Great customer service
25 September 2024
Lauren Purvis made me feel very valued as a BMW customer, she's very lovely and respectful. Highly knowledgeable, kept me informed with every stage of the booked service, she also offered alternative solutions.
23 September 2024
Overall very happy.
23 September 2024
courtesy car was ready for me
23 September 2024
Service and staff really nice and helpful Waited for car turn around good didn't have to wait too long
23 September 2024
Had a flat tyre, Graeme and the service manager got exactly what i needed and sorted out in 24 hours. Cant fault their service, speed and professionalism.
22 September 2024
Problem with the car after it had been in. Which wasn't there when it went in. After contacting the garage I was left disappointed with customer service I was left with
22 September 2024
Very professional
22 September 2024
As above
21 September 2024
The tyre pressures were all different. The chap who looked after my car, left a part on the back seat. I had to go back to get it fitted.
20 September 2024
Very helpful staff and an easy process to follow from initial contact when arranging appointment through to making payment at end.
19 September 2024
Car was slightly damaged whilst in for repair,the way it was dealt with was 10/10
19 September 2024
The staff were very attentive, let me know exactly what was happening with my car all through the service, very impressed.
18 September 2024
No problems
18 September 2024
Not ever had a bad experience with you guys
18 September 2024
Staff on reception are always very welcoming and professional.
18 September 2024
Girls where fantastic even arranging a lift home for me..could not have been more friendly and proffesional
18 September 2024
Very satisfied
16 September 2024
Lauren Stevenson the Certified Service Advisor at Vertu BMW Sunderland. Was the lady who dealt with my car and the situation I was in with it she was absolutely brilliant. She communicated brilliantly and gave great advice and support with my cars fa
16 September 2024
It's a very pleasant experience, the staff are very nice.
16 September 2024
Works completed to a high standard without with quick turnaround and without any issues.
15 September 2024
Dealership staff were excellent
14 September 2024
Very cold approach when dropping keys in on the morning being told just to use the key drop box.Phone call late that afternoon stating passenger airbag was a bigger job than originally anticipated therefore could car be left overnight for work
14 September 2024
Good friend service
14 September 2024
On this visit - dealership completed brake fluid change also advised tyre change. They priced matched with Halfords and completed work promptly. They also offered a complementary tracking check which was nice.
12 September 2024
was wanting to purchase a 128ti Kathryn dealt with me and go though everything I explained to Kathryn of my situation in payment and she was very helpful She kept me well informed of the deal and made sure I got the car I wanted
12 September 2024
Fast, efficient, professional and super friendly.
10 September 2024
Efficient , polite and value for money
10 September 2024
Matt was amazing, I first walked into BMW Wednesday lunch time and he had sauced my perfect M3 and had it ready to collect by Friday. Matt also provided me with the demo M3 to have for a few days until mine was ready for collection.
10 September 2024
helpful staff, I like the health check walk round video
10 September 2024
Very satisfied
07 September 2024
As said, everything carried out as requested, service, mot, new tyres
06 September 2024
Gemma ensured we were completely happy with the car.
29 November 2024
Very, I will be back to purchase more cars from Kyle without a shadow of doubt.