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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.
373 ratings and 186 comments received in the last 90 days.
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
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
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
15 March 2025
All aspects of the experience were extremely easy and smooth.
15 March 2025
Really thorough and kept informed throughout. Handover was really good.
14 March 2025
Great from start to finish, Nicky was very accommodating with the late test drive
14 March 2025
I have been completely satisfied with my experience with Matt & BMW Vertu Sunderland ! Outstanding A*
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
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
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
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
Completely satisfied with the service.
24 March 2025
very helpful and polite
24 March 2025
Very helpful and understanding. Was dealt with promptly and provided details of contact once work was completed .
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
Service and staff are always friendly and helpful.
24 March 2025
Professional service.
24 March 2025
Service carried out as planned, communication throughout was good and early pickup arranged as I requested
23 March 2025
Great customer service from all of the staff.
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.
21 March 2025
Agija, again happy to help me out. Friendly service.
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
20 March 2025
Good staff poor options
20 March 2025
Well drilled
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.
19 March 2025
Agija makes service visits quick and easy
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
Excellent communication
13 March 2025
Absolutely appalling when we have just bought a new car from you worth £58000
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
Good service and made comfortable whilst waiting for car to be done
08 March 2025
Vertu BMW Durham?
08 March 2025
No issues
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.
07 March 2025
Service conducted was as expected
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
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.
01 March 2025
Very professional staff.
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
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
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
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
Everything on time, nice video showing underneath of car explaining what is happening and service from staff excellent
25 February 2025
All went well
25 February 2025
Excellent experience.
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
.
24 February 2025
Favourite dealer and regular customer
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
Very friendly staff.
19 February 2025
N/a
19 February 2025
Easy and quick
19 February 2025
Excellent service, great communication and efficient.
17 February 2025
Nice people easy to talk to
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
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
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
Natasha was excellent from start to finish. Very transparent and great and keeping me updated with progress.
12 February 2025
Checkin was poor
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
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
Excellent customer service
09 February 2025
Car was completed in timeframe they had given me and they charged me quote price.
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
Agija was so professional and helpful .
01 February 2025
Great service from service team.. not so good after sales including sorting service plan
01 February 2025
Excellent all round, faultless.
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
Paul Thompson couldn't have been more attentive and helpful
31 January 2025
Perfect except for expensive prices
30 January 2025
Lauren was lovely to deal with and so efficient.
30 January 2025
Good communication
29 January 2025
Service guy Kevin was as normal absolutely brilliant and helpful as were all staff
29 January 2025
Amazing service from the Vertu Sunderland team, as usual. Especially from Agija!
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.
28 January 2025
Olly Bullock great to deal with
28 January 2025
Completely satisfied, Natasha was so polite, helpful and nothing was a trouble for her
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
Great customer care skills from little Lauren
22 January 2025
Lots of communication before and during my car being serviced.
22 January 2025
Very welcoming and good communication
22 January 2025
Very happy witj the outcome of the service
22 January 2025
2 appointment was perfect
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
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
20 January 2025
Easy and quick to deal with
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
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.