OUR CUSTOMER REVIEWS
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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.
337 ratings and 228 comments received in the last 90 days.
24 September 2026
Excellent communications with Matthew and Greg.
24 September 2026
Whole process was handled very professionally from negotiations of sale to handover of vehicle
23 September 2026
Purchase was very good, Chris Davies went out of his way to make sure everything was perfect in test drives and finance of deal. He is a credit to Vertu Sunderland.
22 September 2026
Poppy was amazing at every point of the experience from start to finish. I have dealt with a lot of salespeople over the years with cars and never had a service like poppys. She is amazing at her job.
18 September 2026
Ashley provided outstanding customer service throughout my purchase and after delivery, and Kyle got me a deal that I was really pleased with.
18 September 2026
Very happy with the service we received!
15 September 2026
We always deal with Chris Davies who always gives the best customer service
15 September 2026
Nicki and Kyle were great to deal with, very helpful and pushed through the numerous hurdles that came our way that were no fault of their own to ensure I got the car I wanted at a great deal.
13 September 2026
Excellent service to a very high standard
10 September 2026
High pressure sales tactics serve only to encourage me to walk away. Vertu Boldon focus on a friendly welcome, establishing customer needs and then ensuring they are happy with their ultimate choice right up until the point of delivery.
05 September 2026
Poppy was very knowledgeable and professional, 1st class service.
04 September 2026
The whole team at Vertu Sunderland are exceptional. To call out Martin and Matthew in particular for their prompt, and warm handling of all my (fairly constant) questions and enquiries, finally helping me get in to my brilliant new M5. Thanks team
04 September 2026
I received a personal, knowledgeable and professional service throughout. The dealership was welcoming and modern with a good range of different cars.
04 September 2026
Smooth process from start to finish. Never a problem always a solution. Chris Davies is a credit to the industry
31 August 2026
Excellent service from Paul Thompson
14 August 2026
Paul was so welcoming and very helpful from start to picking up my new car. He couldnt have been more helpful. It made my overall experience dealing with him a pleasure.
13 August 2026
Same fantastic service from Chris.
09 August 2026
sales staff and manager knowledgeable and friendly and took time to find the right car for me
08 August 2026
Our salesman Nicky was faultless. Kept us up to date throughout the process. Nothing was too much hassle for him and answered all questions and queries quickly and efficiently.
05 August 2026
Efficient service
05 August 2026
Paul was absolutely fantastic throughout my experience in buying my new car. He was genuinely interested in speaking with me, was incredibly friendly, we had a great laugh, and he just made the whole experience fabulous.
05 August 2026
Was brilliant
04 August 2026
Great service from start to finish. Jess was incredibly helpful and I couldn't recommend her enough.
04 August 2026
Guys were amazing
02 August 2026
Well looked after polite friendly service and full process explained fully
01 August 2026
Really helpful. Great knowledge of options.
01 August 2026
I was looked after with first class care from the sales team
01 August 2026
Received our car 29 July extremely happy with everything. The staff were very attentive and caring,not one thing was too to much trouble , especially Nicci and Kyle who were so friendly and informative . A truly pleasant experience , Regards Ray Carr
31 July 2026
Sales person was efficient, polite and helpful
30 July 2026
Everyone at BMW was extremely helpful throughout the entire purchasing experience. Matthew and Kyle were an absolute pleasure to deal with from start to finish. They were professional, knowledgeable, and made the whole process straightforward.
30 July 2026
1st class service from beginning to end. We hadn't intended buying a brand new 1Series, but were blown away by Ashley Armstrong's lovely personable nature, Ashley is a credit to you. From Reception to Ashley, to her Manager we had the best experience
28 July 2026
All good
27 July 2026
Paul was a pleasure to deal with and kept me up to date along the whole journey the staff are all very friendly and accommodating they went out of their way to make us feel at ease at all times
23 July 2026
Very helpful and knowledgeable
21 July 2026
I can confidently say that Kyle is not only the best BMW sales executive I have dealt with, but also the very best person I have ever purchased a car from. From the initial enquiry through to vehicle handover and after-sales follow-up.
07 July 2026
Paul provided excellent service, from minute 1 to collection. I first met Paul in 2024 and his helpful, low pressure engagement meant that I would always buy a car from him. Two years later, and I was back. Love the car, fantastic service from Paul.
07 July 2026
Chris very helpfull
06 July 2026
The service I received from start to finish was first class - the team were very helpful and I am delighted with my purchase.
04 July 2026
I was extremely well looked after by both Ashley Armstrong & Martin Grimes when I bought the new BMW 123
04 July 2026
Superb. My wife bought her car from you 2 years ago and the service received then was one of the major factors of my choice of BMW and Vertical Sunderland .
03 July 2026
The Service from when i walked into Vertu BMW, Sunderland, was first class. Ashley was polite, courteous and very knowledgeable. The whole process, which only took 2 days, was seamless from start to finish. Thank you Ashley. Well done BMW Sunderland.
03 July 2026
Great service from Nicki and the team. It was quick, professional and fun. Like it should be! Very Satisfied.
28 September 2026
I was welcomed at the dealership and the process of leaving the car for servicing was straight forward. I was kept informed of progress on the vehicle and received video message about the car's health.
27 September 2026
Vehicle left with an issue following warranty work that wasn't present before and I have been unable to use the vehicle for 7 days as a result. 10 day wait to get the vehicle back in to be diagnosed.
27 September 2026
Easy to arrange appointment. Welcomed at dealership. Efficient - kept informed re. progress. Personal, professional service. Thank you.
27 September 2026
I don't agree with your prices. I find them way over priced. I like using the main dealer as you know it's genuine bmw parts, but nearly £900 for 4 pads, and 2 discs, and a wiper blade
26 September 2026
Exceptional service from BMW York
25 September 2026
Excellent service great staff
25 September 2026
Happy with the service,but a 3 week wait to get booked in was a bit of a wait.
25 September 2026
Everything about the service is great. You're kept in the loop, sent a video visual health check and have full confidence in the standard of work because of the communication. It is pricey, but you get what you pay for!
24 September 2026
First class service
24 September 2026
Friendly service
24 September 2026
Service was carried out to the timescale discussed and I was kept informed throughout the process.
23 September 2026
Dropped car off at 8:30 was called at 9:10 to say the fault was not a fault and car was operating correctly. After requesting they actually look at the problem, turns out there was a fault after all...
22 September 2026
Polite staff
22 September 2026
Trying to say things need done to my car and it didn't
22 September 2026
All done as requested in good time.
22 September 2026
Very satisfied with the service I received from staff when o took my car in for service and mot. Other than having to pay for courtesy car
22 September 2026
The whole experience from start to finish was first class. Lauren the service advisor was an absolute pleasure to deal with and the work was carried out to the standards expected from BMW
21 September 2026
Kyle Archer and Chris Davies provided excellent service at the time of my arrival to the garage. They went above and beyond. Chris is always willing to help and it was a pleasure to meet Kyle.
21 September 2026
Excellent service
20 September 2026
Everything went well (as always)
18 September 2026
I had a nice friendly experience with the host when dropping my keys off. Also my service advisor Lauren was very friendly when dealing with me while my car was in.
17 September 2026
The process was straightforward, the lady that dealt with me was polite and professional and efficient, which is a rarity. A credit to BMW
16 September 2026
Welcomed as soon as walked through the door, excellent communication throughout. Good level of service and information regarding the process and the star of the whole process is Justin on the sales team.
16 September 2026
Gemma Taylor was friendly, efficient and smiley.
16 September 2026
Service was on time and carried out in the specific period quoted
15 September 2026
My car now has an oil leak after its recent service which clearly originates from the oil change, I contacted the service department only to be told this cannot be looked at until October and to contact bmw assist this is not acceptable
15 September 2026
Friendly staff very professional service provided
15 September 2026
Justin was really good told me he would be a few minutes and them came back and give an update just getting the keys and wouldn't be long. Then paid and off home no issues
15 September 2026
Great service
15 September 2026
Extremely helpful booking in for recall, Justin was spot on and kept me updated Techs covered everything on the car
14 September 2026
Yea I am very satisfied with my experience with Justin very efficient and pleasant to comuncate with
13 September 2026
Easy,Gemma Taylor known Gemma for many years at BMW Sunderland listens to her ccustomers and is a very good at keeping in touch.
13 September 2026
It took over 25 minutes to handover the car at both sides of the service.
13 September 2026
Very efficient and friendly
13 September 2026
All work was completed quickly and with quality
10 September 2026
First class service. Such friendly and welcoming staff.
10 September 2026
Product recall was done. Wheel alignment wasn't completed.
09 September 2026
Car had been booked in for approx 6wks with a booking time given 9am requested 4pm puck up, Justin sales rep was excellent rest of service was disgusting as we were still there at 5.45pm waiting for vehicle on that performance wouldn't recommend you
09 September 2026
I would have given 5 stars, but I asked if during the vehicle check, if leaks around the oil cooler system and water cooling system could be checked for, however I never received any feedback on this.
09 September 2026
Went above and beyond. Sorted out a courtesy car as I'm disabled and need my car. Really good communication and found her to be really helpful and attentive
08 September 2026
Service front of desk ( Justin Smith) was excellent and very professional Happy with my car service but very disappointed with vertu due to historical records of service
08 September 2026
Lauren was super helpful, very friendly and showed me where I could work while I waited. Also no hard sell on items
08 September 2026
Very professional service
08 September 2026
Service ManegEver was very Helpful
07 September 2026
self check in is somewhat poor, front of house stepped in and were very helpful. I would have given top scores if it wasn't for that.
06 September 2026
Excellent friendly and helpful staff
06 September 2026
Service good
04 September 2026
Excellent service - kind, helpful and understanding. The service you'd expect from a premium brand
03 September 2026
Staff were friendly, work carried out efficiently and to stated time.
02 September 2026
The service dept kept me informed on any work required which on this occasion was aircon reconditioning
02 September 2026
Arrived at 7.50am, was asked to take a seat. At 8.20am I had to go back to reception to explain I needed to get away as I had meetings from 8.30am Staff said they didn't realise myself and 3 other customers were even on site.
02 September 2026
The staff are always very helpfull and pleasant, and keep you well informed with everything that is happening or needed for your car.
30 August 2026
I've threatened this before but as of now I will not be using BMW Vertu again, the costs are far to high, mechanics say various things that get you worried about immediate costs, where in fact they are not immediate.. A lot cheaper at other wirhshop
30 August 2026
Quick and efficient
30 August 2026
The person who looked after us (Justin) was excellent
28 August 2026
I booked my car In 10 weeks prior to getting its service. The day before I got a call to say all was fine and courtesy car would be ready. I then got a call of Lauren to tell me my car was in for something different and I had no courtesy car!
28 August 2026
Professional organisation. Easy to make appointment and drop off/ pick up car. Loved the complimentary car clean. Nice touch!
26 August 2026
As ever treatment at BMW garages always seems to exceed my expectation.
26 August 2026
Comfortable sitting areas. Friendly staff who offer to make me a cuppa. Lots of magazine and tv to pass time . Nice interior sitting areas . Fast servicing .
25 August 2026
Pleased with the arrangements collecting/ returning my car and the assistance given by Gemma Taylor. Servicing was fine but less happy about having to buy a new battery for a 22 month car which BMW wouldn't cover under warranty.
25 August 2026
Kept fully informed and quickly sorted replacement vehicle when mine was delayed overnight.
25 August 2026
Very high standard of customer care, all issues with service completed to consistently excellent standard
25 August 2026
If this survey relates to the Brake fluid service on 17.08.26 then I had no issues. If it relates to the service on 5.08.26 that was a lot more disappointing.
24 August 2026
Everything was as should be and service reception staff were first class and very helpful
23 August 2026
Pleasant place to sit with coffee and food supplied and informed about my car
22 August 2026
All work carried out professionally
22 August 2026
Because I was completely satisfied
20 August 2026
A new car should not need to go in for software reprogramming or whatever. I lost the use of the car for the day, earlier in the week it just would not start at all. Again why is this happening with a new car. it really takes the shine off buying a c
19 August 2026
Staff were lovely and accommodating
19 August 2026
From check in to check out everything was carried out as agreed. On line check in saved so much time on the day.
19 August 2026
From start to finish. Your staff were very polite and knowledgeable about what I could expect and how long it would take. And then I could plan my day.
19 August 2026
All done, no messing about
19 August 2026
MOT PASS
18 August 2026
Pleasant & efficient reception &waiting area
17 August 2026
Car was not fixed when they said it was so I took them out for another drive and knock was still there. They tried to fix it again to no avail. The sound was taken and sent to BMW UK.
17 August 2026
Cause I can
17 August 2026
Gemma is an absolute stunning legend. Make sure she gets a pay rise. Very happy with her service.
17 August 2026
The service from Lauren was a truly amazing experience. 10/10 service and will definitely be returning
16 August 2026
Good service everything went well no issues looked after very well. There was a slight delay but the supervisor came out and explained why it was a nice touch.
16 August 2026
the car was clean and tidy
16 August 2026
Seamless process with great communication
15 August 2026
Just great service in an out no fuss just the way I like it
15 August 2026
Service and MOT carried out professionally and within schedule.
15 August 2026
Easy drop off And was kept informed throughout
15 August 2026
First class service at Vertu Sunderland.
13 August 2026
Good service. Had to chase a couple of times for collection of car.
12 August 2026
All good. Thank you
12 August 2026
Wait times a little long but otherwise fine.
12 August 2026
Can you check my e mail address as still waiting on healthcare video and referral to customer services re replacement of rear wheels
11 August 2026
The staff were very polite and helpful. I've had work done on my car twice lately to find the cost was more than I was quoted which is stated in my last review to you and nothing got done about also a number of other defects that was overlooked
11 August 2026
No fuss, no waiting,
11 August 2026
Friendly and professional
11 August 2026
Good customer care, even when things didn't go as planned.
11 August 2026
Pleasant helpful staff
10 August 2026
Everything done with ease and efficiency. Woman on reception very professional and confident. Lads in the workshop only ones I'd trust with my baby , only downside the guy who washed it needs kick up the arse as the windscreen was still filthy ??
10 August 2026
They fitted us in at short notice and fixed our car.
10 August 2026
From booking car in to paying my bill and receiving the safety check I was treated with polite and professional people.
10 August 2026
Tina was incredibly helpful and provided great service whilst I waited for my car.
09 August 2026
Customer service is very poor
09 August 2026
Amazing service as always Gemma was fantastic from dropping the car off to when I picked it up 100% recommend
09 August 2026
Justin at BMW Sunderland was friendly, explained everything clearly, had all paperwork ready for loan car. Process was smooth and quick. Justin is a valuable member of your service team.
08 August 2026
Always fast at doing there job
08 August 2026
On time.Arranged for me to be taken home and picked up when car was ready.The MOT advised new tyres which I got at a very good price.Car was lovely and clean when I picked it up.
06 August 2026
Extremely professional and and very efficient
05 August 2026
Always great
05 August 2026
Nice coffee! We bought the car from Chris, he is such a gentleman and he will always make you feel welcome. He is an asset to the company.
04 August 2026
At the time I said I was happy but I have since reflected on it. I put my car in with a fault. It wasn't repair and is still present. The service team also highlighted that my tracking needs redone. But don't offer to do it.
03 August 2026
Great all round service
03 August 2026
The tyre depths discussed in the video do not match the summary sheet.
03 August 2026
Service was great, all staff were fantastic, however the wash my car received was very poor. I know it's not a valet by any means but for there still to be bird mess on my windows after a shows makes me wonder if it was even washed at all.
03 August 2026
Excellent service Justin kept me updated as soon as new part arrived and booked me in swiftly, can't fault the service.
03 August 2026
Always looked after when I've been to Vertu bmw Sunderland Everything is always on time
03 August 2026
Efficient
02 August 2026
Great service, no complaints
02 August 2026
Personal circumstances emergency booking to have punctured tyre replaced was arranged as vehicle needed extensively. Provided with a 'wait' appointment.
02 August 2026
I was quoted a price before arriving and kept informed of progress during the day. An issue was identified and I was contacted, informed of the issue and the cost before agreeing the work could take place.
02 August 2026
Easy to book, really helpful call in advance and very efficient service
01 August 2026
My car was dropped off before 9am, for testing the workshop did not work on it until 2pm. Thus did not carry out fixing the issue until the following day. Causing great frustration and inconvenience .
01 August 2026
Very efficient.
01 August 2026
Took 2 weeks to get car back but overall create service
01 August 2026
Numerous visits over a year to find the fault causing further damage. Communication is shocking. No calls or e-mails returned. I'm left to do all of the chasing. Do you want my money for the work or not? Happy to go elsewhere, please just say
31 July 2026
Car repaired within time frame given without issue.
30 July 2026
Great service from Graham and the team.
30 July 2026
Service was good however confusion over the required service option required. I completed the online assessment and then received follow up calls asking about the service and if I required the vehicle to be washed.
30 July 2026
Ive had problems with my car previously and thankfully it was fixed quicker. However the visual inspection of other problems e.g tyres were picked up. However one side of the front grill does not light up anymore. My fault for not raising it i suppos
30 July 2026
Work was carried out quickly and efficiently. I was kept informed through each step of the process.
28 July 2026
The team looked after me from step one , to the end of the service . Both Paul and Luran who were at my service ensured everything was squared away professionally. Many thanks to the team.
27 July 2026
Quick repairs and a detailed explanation of what needed doing
27 July 2026
Always good service, from checking in to being kept informed as to what is happening. Tia and Gemma, always professional and helpful.
27 July 2026
Great service as always. I can honeslty say,I've never had any issues when visiting the centre
27 July 2026
Polite staff and prompt service
27 July 2026
Customer service was fantastic but my 4 starts comes from the fact the wash and hoover of my car didn't happen which I had selected I'd like to have happen while the car was in for repair.
27 July 2026
Very satisfied
26 July 2026
Work completed in 1 day and car returned washed and vacuumed insde . Video covered all points showing the level of wear on the car which is good to know.
26 July 2026
All got sorted
26 July 2026
I was satisfied with the overall sevice however my dashcam had been disconnected and left unplugged.the sevice desk gave me the wrong information on how to reconnect it. Therefore i had to take it to an independent company for reconnection.
26 July 2026
Lauren the lady in service was so amazing I am new to the area Lauren went above any BMW dealership I have ever been to have had over 14 BMW cars from different dealership Verti Sunderland in my opinion is the best Vertu please thank Her Alec
23 July 2026
Service was good. No problems.
23 July 2026
The service was excellent as always , however unfortunately it was the first time I didn't receive the video from the technician ? The person I dealt with said they'd sent it but I didn't get it -even though I emailed back to ask for it
22 July 2026
Absolutely awful. I spent 7 hours waiting for my brake fluid and brake pads o be replaced, starter motor due to a recall. After 7 hours the brake pads were still not replaced and the car had obvious warning lights still. Awful day.
22 July 2026
The staff were polite courteous and friendly. They could not do enough for us and were warm and welcoming especially to the dogs we had with us
22 July 2026
They look after you really well
22 July 2026
The experience was appalling as I get sent a health check prior to my MOT that my car is going to fail over a trivial item and then you still send it there and fail it anyway? Waste of time dealership and awful communication.
21 July 2026
No issues and Lauren kept me informed with updates
21 July 2026
Vg service
20 July 2026
Great service!
20 July 2026
Pick up and drop off were on time and perfect for me. I was kept updated through the day. I was very happy. Thanks!
20 July 2026
easy process
19 July 2026
Never had time to top up my fluids (Summer check) which I'd asked for as they they were busy. Said car would be ready by 5pm, didn't drive away until after 6.15pm.
19 July 2026
I expected the cleaning of the car to be much more comprehensive. Internal clean was minimal!
17 July 2026
The aggressive, high pressure and time bound sales techniques are more often associated with back street garages and not what you would associate with the Vertu or BMW brands but this is exactly what I have encountered at BMW Sunderland.
16 July 2026
As always, professional from start to finish
15 July 2026
Excellent service from jason and the team who kept me informed of what was happening throughout my visit.
15 July 2026
Simple straightforward process.
15 July 2026
Keeped me informed with car repair
14 July 2026
Originally I was told my vehicle had failed it MOT on a slow puncture, I told the young lady on the phone I would just collect my vehicle. ten minutes later I got another call saying the puncture was an advisory and had failled on a something else
14 July 2026
Longer waiting time than given over the phone but good service
14 July 2026
The colleague was extremely knowledgeable, friendly and felt like I was kept up to date
13 July 2026
Car not fixed had to go back and change courtesy car because car was in longer than expected, not the best when you are paying for it.
13 July 2026
Tyres replaced as requested, price matched to better deal at Quickfit. No damage to alloys Service adviser Justin top bloke ????
13 July 2026
Excellent workmanship and customer service.
13 July 2026
Greeted with a warm friendly smile, smooth drop off and good communication from start to finish!
13 July 2026
My car was brand new and should not have a failed break light.
12 July 2026
I did online check in but then got a phone call to ask me all the questions again, why? I got another call to ask me if they could value my car with a view to purchasing it, I'd already said no online and on the first call! Drop off wasn't good eithe
12 July 2026
Very easy process staff as helpful as always
12 July 2026
I was looked after from the start to the finish
12 July 2026
Attentive and considerate
11 July 2026
Totally unhappy I placed my car with BMW for a wiper issue fault with my 1series. After I picked the car up a day later the fault remained so they never fixed the issue after they replaced several parts. ????
09 July 2026
I brought my car in for an MOT at 9.45am and didn't get it back until the following day.
09 July 2026
After the service and to help me out, they delivered the car to my home.big thank you
09 July 2026
Very professional and polite during my visit
09 July 2026
Good customer service
09 July 2026
Car not serviced until second day as key and car disagreed as to whether service was due! Very inconvenient. Credit to Graeme who did his best!
08 July 2026
The staff were professional at all times and they kept me fully informed
08 July 2026
I brought my car in for squeaking noise to my right tyre and the garage didn't manage to identify the problem
08 July 2026
The welcoming staff were extremely supportive and helpful
08 July 2026
Courteous staff. Kept informed of MOT/service progress. Advised of possible future work recommendations.
07 July 2026
Professional and helpful
05 July 2026
Great service
05 July 2026
I had to wait while the recall work was carried out. The facilities, and now importantly, the staff, where absolutely fantastic.
04 July 2026
All smooth
04 July 2026
They completed my Service & MOT in time and kept me updated with everything etc. No issues whatsoever. I come a long distance from Bradford and i will continue to come to complete Servicing & MOT's and any issues etc. Nice 2 series courtesy car ??
04 July 2026
The work and service were great and no issues at all
04 July 2026
The process from online checking in to online payment then picking the car up was smooth with no issues. Staff as always very helpful.
03 July 2026
Service was good and I was kept upto date.
FIND Vertu Sunderland BMW
Address
- Boldon Business Park, West Boldon, Tyne and Wear, NE36 0BQ
Opening Hours
- Mon–Fri:09:00 - 18:30
- Sat:09:00 - 17:00
- Sun:Closed
Phone
- 0191 357 0890
Sunderland as well as surrounding areas including Gateshead, South Shields, Washington and Jarrow
Address
- Boldon Business Park, West Boldon, Tyne and Wear, NE36 0BQ
Opening Hours
- Mon–Fri:08:00 - 18:00
- Sat:Closed
- Sun:Closed
Phone
- 0191 357 0891
Sunderland as well as surrounding areas including Gateshead, South Shields, Washington and Jarrow
Address
- Boldon Business Park, West Boldon, Tyne and Wear, NE36 0BQ
Opening Hours
- Mon–Fri:08:00 - 18:00
- Sat:Closed
- Sun:Closed
Phone
- 0191 357 0891
Sunderland as well as surrounding areas including Gateshead, South Shields, Washington and Jarrow
Address
- Boldon Business Park, West Boldon, Tyne and Wear, NE36 0BQ
Opening Hours
- Mon–Fri:08:00 - 17:30
- Sat:Closed
- Sun:Closed
Phone
- 0191 357 0908
Sunderland as well as surrounding areas including Gateshead, South Shields, Washington and Jarrow
Address
- Boldon Business Park, West Boldon, Tyne and Wear, NE36 0BQ
Opening Hours
- Mon–Fri:08:30 - 18:00
- Sat:Closed
- Sun:Closed
Phone
- 0191 357 0890
Sunderland as well as surrounding areas including Gateshead, South Shields, Washington and Jarrow
25 September 2026
They made everything happen in the right order, extremely excellent staff and always working in a professional manner