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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.
340 ratings and 187 comments received in the last 90 days.
09 April 2025
Felt as a valued customer Keep it up This is the reason we keep on coming back to you
07 April 2025
I wanted to express my sincere appreciation to Nicki for the wonderful experience I had at the BMW centre during the purchase and delivery of my new car. The entire process was smooth and enjoyable, and I'm absolutely delighted with my new BMW.
04 April 2025
The sales team went the extra mile to ensure I got my car on time, as promised, despite some challenges with the delivery of the car to them.
03 April 2025
Top class
03 April 2025
Never rushed or pushed. Had responses from Kyle in sales both within hours and out of hours to keep me up to date
03 April 2025
Paul was always really helpful and provided a great service
02 April 2025
Extremely satisfied. The process was smooth from start to finish, thanks to Kyle's exceptional service, attention to detail, and genuine care throughout the purchase and delivery stages.
01 April 2025
Polite people at the branch
01 April 2025
Paul Thompson and the whole team at Vertu Bolden were great, from making the initial purchase though to collection I have got nothing but praise for the entire experience. Top notch!
31 March 2025
Staff and dealership first class
31 March 2025
Very good service
29 March 2025
All staff friendly and helpful
28 March 2025
Excellent experience from a highly skilled sales' person who was friendly, helpful, informed and completely dedicated to enhancing my experience - without being patronising at all. His dedication to his job was outstanding.
27 March 2025
Person centred process from start to finish
26 March 2025
Nicki from sales was fantastic considering I've never bought a car on PCP and always bought on HP he was able to explain the pros and cons of both PCP and HP to enable me to make an informed decision on the purchase.
26 March 2025
Well treated and Olly gave a comprehensive handover
26 March 2025
The offer for my new car was fair without being too difficult to negotiate. The communication was excellent throughout the whole process including the lengthy lead in time.
21 March 2025
CCar was available in a relative short time.
19 March 2025
Mathew was a star from start to finish
15 March 2025
Really thorough and kept informed throughout. Handover was really good.
15 March 2025
this was one the biggest achievements of my life and the staff made sure to treat it as such by being equally excited and enthusiastic about my purchase
15 March 2025
All aspects of the experience were extremely easy and smooth.
15 March 2025
Car was Immaculate and well presented on handover. All paper work was explained and signed electronically and sent via email for me to look over once I was home
14 March 2025
I have been completely satisfied with my experience with Matt & BMW Vertu Sunderland ! Outstanding A*
14 March 2025
Great from start to finish, Nicky was very accommodating with the late test drive
12 March 2025
Excellent customer service and friendly atmosphere. After first trying my local BMW and not feeling like they were listening to me i then travelled further to this branch where Chris Davies listened, communicated and was availble for any questions.
11 March 2025
Anything I needed was catered for and my questions were answered instantly
10 March 2025
Every detail was accounted for and made the experience smooth
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.
06 March 2025
Chris Davies updated me frequently on the process.
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
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.
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
Great help from initial enquiry through to configuration, test drive and delivery. I cannot fault Kyle and the team at vertu Sunderland.
04 February 2025
Process went very smoothly and new car was arranged within a week.
03 February 2025
Purchase of the car went very smoothly, in particular Olly was very helpful and informative.
24 April 2025
Car was serviced and returned without any damage although i haven't had a good look around the vehicle yet which i know might sound weird but i have had bad experiences in the past at dealers. All the staff were helpful and friendly.
24 April 2025
Was kept informed of progress No lssues
22 April 2025
I paid £150 for rear brakes and later found out that rear drivers side brake bleed nipple snapped off but all the workshop offered was 30 mins work to try and remove broken area. Not successful so refuse to accept responsibility of cause of fault.
22 April 2025
The service experience was great but the after service not so great as there was a fault with the window switch that I noted after I had driven home. I was told I would have to wait a month for a diagnostic appointment and it would be £150.
22 April 2025
Very helpful staff
22 April 2025
Because it always the good
21 April 2025
The service i received was totally outstanding from beginning to end.
20 April 2025
Very friendly and professional service.
20 April 2025
Receptionist was a little cold and robotic in answering my questions but Lauren the after service lady was lovely and polite so was the asst manager who sorted a car out for me . Very much appreciated.
18 April 2025
Very quick service and prompt to phone and inform the car was ready to collect
18 April 2025
Have used the service centre twice and they have always gone over and above
17 April 2025
Sorted out the problem with my car and kept me informed every other day with the progress
17 April 2025
I was driving around for a day and a half before i realised my dashcam had unplugged. Im fine with disconnection during service but PLEASE tell me
16 April 2025
There was nothing to be dissatisfied with.
15 April 2025
Well looked after, reasonable price
15 April 2025
Dealt with everything seamlessly.
14 April 2025
Fine
13 April 2025
Too expensive
13 April 2025
Quick, efficient and professional service
13 April 2025
Rude receptionist , basically the experience has soured any relationship with this dealership
12 April 2025
The workmanship was excellent however the service desk lacked the personal touch due to the utilisation of the self check in. I would expect a member of the service team to at least give the car a once over and to discuss the work before handover
11 April 2025
The lady who helped me with my repair over the phone was polite, kept me in the loop throughout the process, and was very happy to help me.
11 April 2025
Incompetence from all angles. Never will I use a Vertu dealership again - thanks.
11 April 2025
Always felt valued as a older model owner
10 April 2025
Prompt courteous service. Kept informed. Also had some questions and they were addressed
09 April 2025
Lauren was so helpful and got us sorted with no problems
08 April 2025
Very good
07 April 2025
Confused messaging from the App / email booking systems regarding costs. As the car was bought with the service pack I was not expecting any costs. However, the app booking said that i would need to pay for brake fluid. With even more added by email.
07 April 2025
Great all round
05 April 2025
I took my car for service and MOT for a wait appointment. After 1 1/2 hours, my car had not moved, and work on my car had not started. I questioned this with the receptionist who enquired with the service dept who then mislead telling me an untruth.
04 April 2025
absoulte shocking
04 April 2025
Quick efficient
04 April 2025
Kept fully informed and car ready on time.
03 April 2025
Good service
03 April 2025
No problems
01 April 2025
Agija sestkovska looked after me, she kept me up to date with what was happening to my car, a credit to the company
01 April 2025
I'd have given less stars if it weren't for the professional and attentive service received from Agija. The repeat dirty marks on my leather is very frustrating. I look after my car fastidiously and expect the same from the main dealer
31 March 2025
The help and excellent customer service provided by Graeme.
29 March 2025
Free coffee and biscuits and friendly staff
29 March 2025
No issues with the services provided over the day. Excellent value.
28 March 2025
My car was damaged on separate occasions by Virtu but not what it actually came in for. I have no more trust left in this place. Ive made my decision to let my car go as not to incur further damages but sill have 3yrs left on the 5yr service plan.
28 March 2025
Check in system was good Regular updates from Agija
27 March 2025
Everything went well and all issues sorted.
27 March 2025
Lauren kept me informed - good service
27 March 2025
Very satisfied with the service as I got booked it very quick and was kept up to date through the full process
27 March 2025
The work was completed to my satisfaction and I was kept informed as to my vehicles progress.
26 March 2025
All good
25 March 2025
Excellent service. Very friendly and helpful staff. Much better than my previous service experience with Vertu Durham. Will be sticking with Sunderland from now on.
25 March 2025
Great service and great staff .
24 March 2025
Service and staff are always friendly and helpful.
24 March 2025
Professional service.
24 March 2025
Agija goes above and beyond to make sure your needs are met. Explained the problems I was having and she had a quote prepared and a date for repairs in super fast time. I have dealt with Agija on a few occasions and couldn't fault her.
24 March 2025
Very helpful and understanding. Was dealt with promptly and provided details of contact once work was completed .
24 March 2025
very helpful and polite
24 March 2025
Service carried out as planned, communication throughout was good and early pickup arranged as I requested
24 March 2025
Completely satisfied with the service.
23 March 2025
Natasha looked after me and kept me updated on progress. The video health check is really good to see. The courtesy car was a joy to drive.
23 March 2025
Great customer service from all of the staff.
21 March 2025
Previous experience of the depot has been absolutely terrible but this time from start to finish was outstanding. The lady who attended to me made that, she was helpful polite and very professional throughout
21 March 2025
Customer service from Lauren was fantastic
21 March 2025
Agija, again happy to help me out. Friendly service.
20 March 2025
Good staff poor options
20 March 2025
Well drilled
19 March 2025
Agija makes service visits quick and easy
19 March 2025
Efficient friendly clear communications
19 March 2025
Quality service. Very informative and really helpful also Very friendly
19 March 2025
Although the girl told me prior, it wasnt hoovered, coffee cup left in it, very uncomfortable, nothing like my own car.
17 March 2025
Was kept up to date regarding progress and staff was polite and friendly
16 March 2025
Very good but computer needs updating to reflect my private number plate.
15 March 2025
Self-evidently, as I said in question one, because the staff do their with courtesy and excellent inter-personal skills.
15 March 2025
Again, it was an easy process
14 March 2025
As above always pleasant service
14 March 2025
As comments above
13 March 2025
Absolutely appalling when we have just bought a new car from you worth £58000
13 March 2025
Excellent communication
12 March 2025
Lauren was great kept me updated and explained all works that had been carried out
12 March 2025
Agija is great and makes everything smooth and easy
11 March 2025
I needed replacement tyres. I provided them with alternative quotes for the same tyre and they was able to match the price. the only issues I had was 1: replacement tyres were not pumped up to recommend tyres pressure 2 clean was not good enough
11 March 2025
Service was excellent i had a waiting appointment and was provided with a room so i coukd attend an online meeting. Was frequently asked if i wanted any refreshments
09 March 2025
Very satisfied
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.
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.
08 March 2025
Vertu BMW Durham?
08 March 2025
No issues
08 March 2025
Good service and made comfortable whilst waiting for car to be done
07 March 2025
everything explained and trusted work carried out
07 March 2025
Service conducted was as expected
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
As abov6
05 March 2025
Very satisfying I was looked after every step of the way
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
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.
01 March 2025
Very professional staff.
01 March 2025
Natasha was extremely helpful.
01 March 2025
Good car service from your workshop
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
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
27 February 2025
Customer caring is such a big help.
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
Agija went above and beyond to ensure I got my car back in time, and communicated thoroughly throughout the day.
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
All went well
25 February 2025
Excellent experience.
25 February 2025
Everything on time, nice video showing underneath of car explaining what is happening and service from staff excellent
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
Favourite dealer and regular customer
24 February 2025
.
22 February 2025
Just the overall fantastic service from the front dest to the technicians in the back
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.
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
Very friendly staff.
19 February 2025
Easy and quick
19 February 2025
Excellent service, great communication and efficient.
19 February 2025
N/a
17 February 2025
Nice people easy to talk to
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
Easy drop off and collection process
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
Very detailed explanation via video
12 February 2025
Gave good advice and did everything they promised.
12 February 2025
Problem free
12 February 2025
Quick, efficient & straightforward
12 February 2025
Checkin was poor
12 February 2025
Natasha was excellent from start to finish. Very transparent and great and keeping me updated with progress.
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
Nice places to sit. Nice coffee
09 February 2025
Excellent customer service
09 February 2025
Car was completed in timeframe they had given me and they charged me quote price.
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
Car well prepared and information provided
06 February 2025
I was very satisfied with the visit.
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
09 April 2025
Right from the reception staff through to the delivery of the vehicle the service was excellent