Vertu BMW Durham

Fantastic service from start to finish. Andrew helped from the day I emailed about purchasing a new car, to the day I collected my car. Could not have done more for me - I would definitely recommend purchasing a car from this dealership! Communication was clear from start to finish, which made buying the car a smooth transaction, and completed very quickly. Best purchase I have made, the car came sparkling and in fantastic condition. Andrew even spent time on the day of the collection showing not only the basic controls but everything I should ever need from my car. The after service again was fantastic - I was rang several days later to check in and see how I was finding it, and whether I needed anything else. Fantastic cars and fantastic team! Thank you!
May 1st, 2023

I was blown away by Scott's amazing service at Vertu! He understood how excited I was about my new X3M and did everything he could to have it ready for me to pick up ASAP. He kept me in the loop with regular updates and patiently answered all of my questions. Thank you, Scott, for going above and beyond!
Apr 22nd, 2023

Poor customer service. Got an email from Vertu BMW stating service due (using info from in car computer) and I followed the links to book online. Despite using the automated text message link to check in online the day before , I arrived to find I wasnt on the system and had to go through the process again. Shortly after leaving I got a call to state car actually isnt due a service until December and I should have had the key checked?! No where on email or during check was this mentioned . Totally misleading email and staff dismissive of the fact Ive wasted a whole morning travelling back and forth. As car is motability they wont authorise an early service so informed to call and collect car, no doubt if I was an individual paying theyd have quite happily charged me and taken my money. So beware. The staff I dealt with seemed incapable of being able to genuinely apologise for the inconvenience caused and accepting email was indeed misleading (thats all that was needed to remedy this situation) but instead chose to adopt a nonchalant attitude to my dissatisfaction and preferred to brush it off/ defend Vertu automated emails - didnt seem keen on suggestion to pass my feedback onto their management hence this review (for lets face it, a rather trivial matter). Vertu seem more interested in selling cars than providing high aftercare service satisfaction reading some of the other comments.
Apr 10th, 2023

My 5 year old BMW 3 series GT has been going to this company for servicing since I bought it 4 years ago, as does our BMW Z4 and our previous BMW. They must have had thousands of pounds off us over the years. Last week (16 March) my low coolant level warning appeared topped it up but a few days later its back on. The first appointment I was offered was 17 May!! This is a potentially serious issue I could have a head gasket issue, leaking rad etc, if the car over heats then the engine could be compromised! After years of loyalty this is my reward basically I cannot use the car for 2 months until they can look at it. I will NEVER use this company again and my loyalty to BMW is certainly wavering. Oh and I forgot their other advice, call the AA and have it recovered to them but it might take a week to fix! So why cant I bring it in then at least a week is better than 2 months!
Mar 20th, 2023

Cant even get through to the receptionist, she answers then immediately puts you on hold and cuts you off. Then wont answer when you call back
Mar 16th, 2023