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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.
467 ratings and 242 comments received in the last 90 days.
21 March 2025
I was well taken care of and listened to, given multiple options to suit my requirement in a car. 10/10
17 March 2025
Outstanding product
17 March 2025
Natasha made the whole process very easy and hassle free. Would highly recommend her.
16 March 2025
We were made to feel a very valued customer - having travelled from 90+ miles away we given a warm welcome - lovely touch to have my name on the door we went through to look at our new car! Showroom clean, bright and well presented.
15 March 2025
The whole experience was professional and efficient.
14 March 2025
Absolutely epic. Handover was an event and I felt special. I've always had second hand cars but have always chosen BMW once I could afford one. Owning a new BMW has always been an aspiration - Natasha helped me realise that dream sooner.
12 March 2025
Nothing was a problem. We felt valued as customers and were treat as such. Everything was explained about the deal and the new car, in detail. We also left the showroom feeling confident that after sales service was available should we need it.
11 March 2025
James graham was excellent in his task of finding and delivering the car we wanted and also his handover was excellent he gave us confidence in his demonstration of all the vehicles cape abilities especially auto parking
08 March 2025
My response above applies here also. Matthew kept me fully informed of progress on the car I ordered. He was pro-active. I never had to ask what was happening. The communication flow was very good.
06 March 2025
Highly satisfied
05 March 2025
Nothing was a problem very helpful from the word go
02 March 2025
We were met by Lewis Mitchell who was very pleasant and professional. He was extremely knowledgeable and gave us all the information we needed which helped us choose the right car for us . On collection Lewis was there for a thorough handover.
04 February 2025
James and Norma kept me informed throughout the process and delivered the car as agreed providing a great customer experience and a fantastic deal.
03 February 2025
Highly recommended, sales exec James Graham was excellent to deal with and very knowledgeable.
02 February 2025
Lewis was professional and friendly. He provided us with all the information we needed to make a decision in a no-pressure manner. He was lovely with our daughter and included her in the process, she loved getting to stick the sold sticker on!
30 January 2025
Easy to communicate
28 January 2025
Jessica explained everything to us and helped us download the app made sure we knew how to get the best from our car
26 January 2025
Sales person Aaron was welcoming, well presented and polite and although new to the role was happy to find out answers to our questions
22 January 2025
Car well looked after. Fuel tank was filled and battery fully charged Car cleaned and presented in the handover bay which just added to the whole experience
20 January 2025
Not rushed on handover and sales staff particularly Jess was amazing, from start to finish, had all information to hand re both cars that had to decide on, was not rushed on test drive. Jess from the start was honest and answered all questions.
16 January 2025
I was shown all the systems on the car and apps and phone where set up accordingly
04 January 2025
Lewis (The salesman) was truly professional all the way from introduction to completed sale.
26 March 2025
Can't fault anything about my visit.wonderful from start to finish.
26 March 2025
Was all very quick and easy, the rep on the day was very personable and friendly.
25 March 2025
Customer service was shocking. Turning me away from first meeting her (Sam) was rude from the start
25 March 2025
Great customer service
24 March 2025
The staff were proffesional throughout
24 March 2025
Both problems with my car remedied
23 March 2025
Recall notification still showing on idrive and BMW app. Shouldnt this have been removed?
23 March 2025
Again, outstanding. Rhianne served me and was extremely knowledgeable about anything I asked of her.
23 March 2025
Once S Chapel got involved it was much better
23 March 2025
I was extremely satisfied. A thoroughly professional team
22 March 2025
Promptly seen to good communication whilst car was being serviced
22 March 2025
It is good to see the video where everything is explained about my car.
22 March 2025
The recall was arranged and I adjusted my diary. Then the day before I was told the part was unavailable and not to come. On the rearranged visit I could find no parking space at your lot. I had to wait for a space.
22 March 2025
Prompt and informative on extras that needed doing. Time to service was excellent and punctual.
22 March 2025
My car was called for an emissions recall and was given a full service to check everything was running as it should as well as a clean.
21 March 2025
See above answer
21 March 2025
Although I was only in for a recall and nothing needed to be done I was still treated professionally throughout .
21 March 2025
Just had car serviced the price was amazing
21 March 2025
As above
20 March 2025
Polite staff, great coffee?? car washed and vacuumed. Perfect job
19 March 2025
5 stars only due to the lady that looked after me ( Rhianne) I think it was!!
19 March 2025
Took longer then was expected, have to go back another time for following up check ??
19 March 2025
Very easy and hassle free
19 March 2025
Excellent service from start to finish
19 March 2025
Staff lovely. I was promised a vacuum and clean but this hadn't been done. Richard the manager offered to pick my car up and have to cleaned free of charge - he said it would be done amazingly - the car came back dirty just with more miles on it
19 March 2025
As per usual my visit was made quite enjoyable. Staff were very attentive and kept me informed on the progress of the work carried out on my car. They also kept me refreshed with ample amounts of coffee and biscuits
19 March 2025
Waited over 4 hours for my car and they couldn't correct a software issue, so it's got to go back in. Also my car
18 March 2025
Can only give 4 stars this time as no courtesy car available for me to use when my vehicle was in the workshop for a recall issue and service. As a result, I had to rely on a family member to pick me up and take me back after service. A 90min trip x2
18 March 2025
All ran smoothly. And on time
18 March 2025
Amy Tuffs was helpful knowledgeable, I came away with the feeling I had received good value for my money, something I feel rather a rarity in this day and age.
18 March 2025
Disgusting service, workman ship and still.waiting for manger of service dept to get back in touch over a refund
18 March 2025
I dropped off using the self service terminal only because the message beforehand directed me to do so, including a 'how-to' video. No option to deal with a real person. I appreciate it would be helpful to those in a hurry, I'd prefer a real person
17 March 2025
Quick and easy
17 March 2025
I was kept informned of the progress of my vehicle. Amy was very helpful.
16 March 2025
Work carried out to a high standard.
16 March 2025
Customer service was really good. Everyone is helpful and friendly. The only down side is that my house keys were lost during by a member of the bmw team and wasn't resolved. Apart from that very good experience
16 March 2025
No hast to sort out a car that cannot be driven in hours of darkness.
15 March 2025
Good service but was left disappointed with the fragrance drama in the car
15 March 2025
As above
15 March 2025
Sam is a superstar and a credit to your company!
13 March 2025
Ignored my request to not wash my car.
12 March 2025
The whole thing went smooth The communication was spot on and prompt, no waiting on the phone. I spoke to a human instead of an AI. The reception in person from Rhianne was so positive and caring
12 March 2025
Again, top notch friendly service, with the service advisor always available for any updates or questions that I might have had.
11 March 2025
Excellent experience
10 March 2025
Service was great, but twice I've been asked about selling my vehicle back to BMW and both times I've not received any return call despite advising I'm interested
09 March 2025
Professional and courteous staff
08 March 2025
Excellent and professional peoples all hand together to do job perfectly
08 March 2025
See above
08 March 2025
As above. It's a shame that the online booking does not reflect what's available at the garage.
08 March 2025
Amy in service was great to deal with, she was always cheerful, professional and helpful.
07 March 2025
Work done satisfactorily.
06 March 2025
Completely satisfied customer service was fantastic Service received from Conner was exceptional he went above and beyond to get my car fixed. He totally understood the problems not having my car was causing my husband and I he was brilliant.
06 March 2025
Car returned on time having been valleted
06 March 2025
The person managing my service had excellent people skills and was a welcome change from previous experience. The overall cost of the service was why only 4 stars as BMW are significantly more expensive that other dealers
05 March 2025
Great experience from start to end, thank you Connor your service was amazing and my little boy is so happy that he was gifted a toy car, a personal touch, thank you very much
05 March 2025
Full insoection and vehicke rturned after valleting
05 March 2025
They explained everything they were doing.
05 March 2025
Good customer service by Conner
04 March 2025
A little difficult getting the link up with BMW Warranty. Took a long time, but got there in the end.
04 March 2025
The receptionist were extremely helpful and so was the gentleman on the service desk
04 March 2025
Great support from Amy at BmW
04 March 2025
As above
04 March 2025
It was very good.
03 March 2025
As above.
03 March 2025
No adverse issues
03 March 2025
The car was in for a recall, this was an inconvenience but the actual interface with staff and end product i cant fault
03 March 2025
Amy was very helpful throughout the service process, and kept me informed both prior to the appointment, and afterwards when the repair took longer than planned.
02 March 2025
Everything went well no surprises. I was well satisfied thank you.
02 March 2025
The thorough explanation of the work carried out gave me complete confidence in the expertise of the team. Thank you for going above and beyond, not only in servicing my vehicle but also in ensuring that I felt valued as a customer. I look forward
28 February 2025
Staff are very helpful, professional and knowledgeable.
28 February 2025
Very helpful with information.
27 February 2025
Very expensive for getting nothing done
27 February 2025
Wrong name on account initially
27 February 2025
Courtesy car could have done with being a bit cleaner - nonetheless don't detract from my great experience
26 February 2025
I am happy they provided transportation back to my house. I am not happy the work I asked to be carried out. Not only were the preparations not done I was told that the cost of work would be double what was originally quoted.
24 February 2025
Swift professional service
24 February 2025
See above comments
24 February 2025
Greeted on arrival and very good waiting facilities
24 February 2025
As above - not washing my car when offered and being ignored when I went to collect. Lastly, I booked the recall work 10 weeks before the actual date and I was rung the day before to say they hadn't got the parts. That was rectified upon complaining.
24 February 2025
Great service kept informed all the way through
24 February 2025
Everything is fixed within the time allocated
24 February 2025
Service was impeccable
24 February 2025
The car wash and vacuum is a great touch.
24 February 2025
Mixed experience. Amy in servicing was great.having booked a courtesy car, I was told the day before the booking that no hire car was no longer available. Car was in for a dash light warning. The same light came on within a mile of leaving dealership
24 February 2025
As above
22 February 2025
The work is incomplete. Staff members are great, 10/10.
22 February 2025
Brilliant service, lovely to speake to
22 February 2025
Excellent in all respects.
22 February 2025
Good service
22 February 2025
Although the car was booked in at a visit made about 3 weeks prior they had no record of the booking when I arrived. At least though they did the service
20 February 2025
Because I was completely satisfied
20 February 2025
Great service from Justin
19 February 2025
Great service, excellent job done
19 February 2025
Good service all round, particularly from Sam and Justin
19 February 2025
Despite saying my car had full valet , this was not done .
19 February 2025
Friendly easy the hire car was lovely to drive
18 February 2025
Easy to deal with
18 February 2025
All the staff were great but the signing in did not prompt effectively. I booked in for an MOT which I thought would be quick but it was registered as
17 February 2025
The welcome staff are unbelievable and carried my bags and offered me coffee, could not ask for a better welcome.
17 February 2025
Friendly and professional service
17 February 2025
Excellent service, quick and very polite
17 February 2025
The advisor was friendly and helpful.
16 February 2025
Could not give anything short of a 10
15 February 2025
I understand they were short of time & were unable to wash the car but the 2 new tyres on the back were left a real mess with a bluey mess all around the tyre rim
14 February 2025
As above
13 February 2025
Checking car in via screen was a waste of time as i still had to go to the service desk and they had to retrieve the key form the automated system to car report on key.
13 February 2025
Work done, car cleaned what more can I ask
12 February 2025
Everything was done in the timescale given at registration.
12 February 2025
My service was very good. I was informed on the situation for my car and was given information about the newer models of car when I asked.
12 February 2025
great service
12 February 2025
Damage to my car, with no out come of investigation No resolution , not even a returned call
11 February 2025
There is not very many garages work round that s why I'm satisfied
10 February 2025
After dropping the car off, the work was carried out after being sent an MOT check video. The vehicle was then cleaned inside and out
10 February 2025
No issues at all
10 February 2025
Excellent service, friendly staff
10 February 2025
Very courteous and pleasant staff. Work carried out on time. A vehicle check carried out and no unnecessary work highlighted.
10 February 2025
Amy answered all of our questions and went a further mile to make checks for me
09 February 2025
I booked for an update to the charging app. I am told it has been done but I do not see any change to the charging app. It would be nice to be able to see the software version as it was before the visit to the dealership and what it is after.
09 February 2025
As quoted above. No after sales service. You obviously don't need the business.
09 February 2025
Very satisfied Thank you Amy
09 February 2025
Service advisor friendly and highly professional.
08 February 2025
See above answer.
07 February 2025
Amy was very helpful and great to deal with.
07 February 2025
Very helpful and considerate service
06 February 2025
Details very nicely explained
06 February 2025
Vehicle wasn't booked in but after discussion with staff they fitted me in the same day which was really appreciated as it was a safety concern
04 February 2025
Friendly staff. Kept informed of any issues thrown up by the inspection of my car. Useful video received of the inspection. A free complementary valet of my car.
04 February 2025
Everything went smoothly, however the car did not receive the promised "wash and vac"
04 February 2025
Service ran like clockwork in terms of time saving check in using the easy to follow check in screen and key drop off system and my car was ready for collection at expected time.
03 February 2025
Fast turnaround in replacing air bag after recall
03 February 2025
Good honest service
03 February 2025
Helpful and informative service department
03 February 2025
Quick and easy process.
03 February 2025
It was ok
03 February 2025
Very helpful staff promised a curtesy car but was told the day before that there was no Car available but was asked if I wanted my car picking up ad dropping but that was o good I need my car
03 February 2025
Excellent professional service and advice
03 February 2025
Professional staff , polite & very helpful
03 February 2025
Great service and flexibility at what was a difficult time for me. Really made it easy and took all the stress off me!
03 February 2025
Problem solved
03 February 2025
Had originally booked a courtesy car but BMW had to change the appointment, on arrival to the changed appointment there was no courtesy car available as it had not been carried over from original booking. Had to get a lift back to Hartlepool.
03 February 2025
Damaged my vehicle then offered to go 50/50 on the repair. Issue still not resolved.
03 February 2025
Didn't wash the car as part of the service
03 February 2025
Very easy process
03 February 2025
Enjoyed the vallet service,liked the video of the safety check
03 February 2025
I found the whole experience pleasant. The audio on the inspection video was poor and I struggled to hear what was being referred to.
03 February 2025
Very satisfied
03 February 2025
Excellent
03 February 2025
Connor was my service advisor, he was very pleasant, explained everything in detail and was very efficient throughout. Top marks!
02 February 2025
Amy excellent customer service
02 February 2025
Great service support from Mark and the team. The vehicle health check videos are always thorough and informative.
02 February 2025
Connor Ruth kept me up to date the whole time
02 February 2025
Outstanding customer service. Connor was fantastic and kept me up to date with everything. I will definitely bring my car to this garage in future .
01 February 2025
Happy with service, only down side is the standard of courtesy car. Would like better specs offered. Also think the £25 insurance cost should be wavered on warranty work.
01 February 2025
Work carried out promptly and under warranty
31 January 2025
Very unsatisfied. I feel that the staff are only interested in sales.
31 January 2025
Great, very friendly and efficient service person.
31 January 2025
I tapped for complete satisfaction.
30 January 2025
No problems, Amy was very friendly and helpful and even got a goodie bag and courtesy car.
30 January 2025
The issue for which I was at Vertu Teesside was completely resolved
30 January 2025
Vertu Teesside has improved the customer service levels since taking over the franchise from Coopers. More still needs to be done regarding transfering work from one representative to another when someone leaves. I had to chase for updates.
30 January 2025
Video of the engine oil draining was a nice touch and I could see the service was being done correctly.
29 January 2025
Mark Stergison and mechanic Ricky are always an absolute pleasure to deal with. Always keen to come up with solutions and listen. They make up for the constant issues I seem to have with the car.
29 January 2025
One of the issues was not run to ground/resolved, and I was told to bring it in again if it occurs. It is an ongoing problem and isn't easy for me to get to the garage.
29 January 2025
Justin was most helpful and a really nice person to deal with cannot praise him too highly
29 January 2025
Emma was good, but the car wasn't washed and hovered as promised
29 January 2025
Excellent all round
29 January 2025
Just a very positive process from start to finish.
29 January 2025
Very helpful all way through
29 January 2025
AMY is an asset to the company and goes above and beyond her pay grade to help the customer
29 January 2025
I waited whilst the service was undertaken and found the showroom quite cool
29 January 2025
Delighted
29 January 2025
Everything was ok
29 January 2025
Emma on service booking desk was wonderful very professional , polite & above all talked like a friend.
29 January 2025
After complimentary wash windows were filthy ,Obviously when they've jet washed it they have washed road salt from road that was on bonnett and roof on to all the glass had to get car cleaned the following day.
29 January 2025
The intial contact with the saleman was good ,a deal was done with long distance delivery.During delivery the car got damaged,This is where 11 weeks of grief started ,the spare key had been lost at vertu i only found out when delivery driver told me
29 January 2025
They were very goid
29 January 2025
very good
29 January 2025
The CS was great - massive props to Rhi who was awesome, and took the time to fully explain my service sheet.
29 January 2025
Good service.
29 January 2025
Sam and her team are excellent as always
29 January 2025
Met at the door and went through the booking in procedure excellent
21 January 2025
Overall the experience had been good. However, reviewing my invoice afterwards, I was charged £5.18 for glass cleaner with no evidence of glass being cleaned. Also a charge of £7.49 for a Key Battery, which I changed myself for £1.00 12 months ago
17 January 2025
Communication from start to finish was amazing. Nothing too much trouble. Made buying a car easy
17 January 2025
The staff were freindly and everything was done really well
17 January 2025
We came in for tyres but found there was a recall so unfortunately there was a much longer wait. We were kept informed of the progress and had coffees.When we got home we found that some of the settings on the car had been changed.Not good
15 January 2025
Despite expecting and having arranged to leave the car all day I was invited to sit in the lounge and have a cup of coffee. The job was completed in half an hour by a very competent employee
15 January 2025
Very pleased
15 January 2025
Thought it was good how you send videos on things of the car
14 January 2025
Swift service and very welcoming
14 January 2025
Staff were friendly and extremely helpful
14 January 2025
Conor was helpful.
14 January 2025
As I say, the staff themselves are fine. Amy is trying to help but the whole purchase and after sales has not been ideal (through Durham) we are hopefully working on this
14 January 2025
Friendly, smooth experience.
10 January 2025
Due to service received from the guy who helped me during my appointment
10 January 2025
Terrible customer service. Nothing in exchange for countless drives from my home to the garage for nothing to be fixed.
09 January 2025
All activities went exactly to plan. All staff were friendly, polite and efficient.
09 January 2025
Great being sent video of car check.
09 January 2025
Good service
09 January 2025
My car was dealt with very fast in a busy period.
09 January 2025
the service I received was fantastic 10/10 couldn't be happier
09 January 2025
1st class service
09 January 2025
MOT performed with no issues and check in was fine. MOT revealed advisory with shock absorber. I asked service advisor if this was covered under my BMW approved used warranty and was told that they would find out but have not returned any call/emal
08 January 2025
Very professional and quick service
07 January 2025
Amy took the time out to contact me regarding any issues and explained them to me she was such a polite lady and a asset to the company
07 January 2025
Everything was completed on time but unfortunately there was a recall on my car for safety reasons
06 January 2025
The job was done quickly and sofar no problems
06 January 2025
Excellent service and great people.
06 January 2025
The vehicle was serviced MOT'd and clean and was ready for pickup when they said it would be.
06 January 2025
Great service
06 January 2025
Always room for improvement give a ten where do you go from there
06 January 2025
I believe it's unreasonable to be charged for diagnostics when the SOS issue is highly likely, at 99%, to be related to a battery replacement. I understand that if there are additional faults in the system, then a diagnostics fee is justified.
06 January 2025
Had no phone call to collect the car. Had to take a chance and go for it anyway. Got a phone call after I'd collected the car to say it's ready for collection
06 January 2025
Very good service and staff
04 January 2025
Very helpful and polite staff and ease of self check-in allowing keys just to be dropped off. The only negative was the lack of courtesy car and/or waiting appointments despite giving notice.
02 January 2025
On time , friendly and good experience over all.
02 January 2025
Airbag replaced (Recall), no issues, wash, vac & video health check is great. Very happy.
02 January 2025
Previous re call experience was with Lexus, who provided complimentary service car, delivered to my door and returned when job was finished.
02 January 2025
One of your staff ,justin smith was helpful,
02 January 2025
I'd give 6 stars if I could, all members of staff were great and went out of their way to make sure I was comfortable while I waited.
21 March 2025
This was a remote purchase, I live in Devon and the dealership is in Teeside (380miles). The transaction was however smooth and effortless and went without a hitch on the day of exchange. Communications, both pre and post-sale have been excellent