Vertu BMW Exeter Reviews Summary

Customer Service

Pros:

• "Fantastic experience here due entirely to the stellar service provided by salesman Will Whales."
• "I had the delightful opportunity to interact with Michael Hughes, and the entire car-buying process was incredibly seamless and hassle-free."
• "The M series specialist Jake Rogerson is both knowledgable, enthusiastic & professional."
• "Thanks Westerly once again you came good, First class service, all the years I have purchased my cars from you I have had the best service."
• "Picked up new car 7/12/16 Karl mariner sales team absolutely fantastic nothing to much trouble from the day I ordered the car to hand over day truly a fine dealership."
• "Excellent service all the way with Ben Corser from Westerly Exeter. Always polite and courteous, called me back promptly."
• "The Customer Service provided by Ben Corser was also amazing."

Cons:

• "Lethargic and poorly run dealership. Go anywhere else but here."
• "Once I got the keys back from the very rude service repair team he never showed me where my car was and was looking around for 15 minutes trying too find it in the dark."
• "No help arrives despite me making it clear this has not worked."
• "Still no one offered us any help."
• "Very disappointed after recently buying a BMW car we wanted to take it to be serviced here... I got bored and went somewhere else 4 weeks on and I still haven't received a phone call back."
• "Was actually told to 'take it back where you got it from'."
• "DO NOT USE!!! I’ve only ever done one google review before - so that’s saying something... Feeling very let down by this service that I pay a premium for."

Vehicle Maintenance

Pros:

• "Westerly kindly collected my car and returned it washed and cleaned."
• "They advised me I needed new brake pads all the way round which was done."
• "Car washed & hoovered."
• "Performed a free video health-check which was an unexpected pleasant surprise."
• "The lady on the service desk reception went above and beyond to get our car serviced."
• "We unfortunately broke down while on holiday... they couldn’t have been more helpful fixing the car within a day."
• "Excellent first servicing of my car. Easy booking, dropping off and collection."

Cons:

• "Booked our car in here some weeks ago... What I did notice was that there technicians don't use seat covers or sanitise before and after servicing."
• "Deep scratch on the rear lower panel, N/S front door scratched from top to bottom."
• "Rear tyres needed replacing so they said they would do this at trade and said they knew what tyres were on the car."
• "They sent the car out without the calliper bolts being tightened on the near side passenger front and they fell out on the way home."
• "Having visited the garage this week after a number of warning lights came on the investigation revealed the DPF AND the DSC hydro pump both failed within a short space of time."
• "Refused to carry out a repair under warranty."
• "The bit that really miffed me was the car was returned to me absolutely hanging, no wash and no hoover for all of my troubles!"

Sales Experience

Pros:

• "I recently purchased an approved used car from Westerly BMW in Exeter. Throughout the whole sales process, Austin in sales was patient, knowledgeable and nothing was too much trouble for him."
• "Walked in to buy a Estate and left with a convertible (by choice). Firstly Thank you Richard and BMW for a wonderful Car."
• "We've purchased many Bmw's in the past... Dealt with Richard who had been excellent from the 1st phone call to collecting the car yesterday."
• "We took the car for a test drive and loved it so purchased it right there and then."
• "Just brought my first car from a dealership and I now understand why people do, the service and attention to detail is second to none."
• "I recently purchased a Z4 from Westerly. The service was first class from start to finish."
• "Amazing experience! Sales executive came back to me within an hour of my enquiry, he took the time to do a detailed video of the car."

Cons:

• "Should have stayed with Mercedes!!!"
• "I was never going to be a big money spender but service like this makes me really frustrated!"
• "Very disappointed with dealer, made numerous queries on a 4 series gran coupe where eventually received video of vehicle."
• "The sales section is disorganised. No one seems to know what their colleagues within the same section are doing, or what their diary commitments are."
• "Women receptionist was fairly rude and judgmental."
• "I have contacted Westerly twice now via email... Nobody ever bothers to even respond. Its very poor service."
• "Have endured this dealership for the last time... Every time I have visited with my current vehicle there has been something to leave me dissatisfied."

Facility & Operations

Pros:

• "Exceptional service from Westerly Exeter yet again! The parts department went the extra mile to ensure I had the necessary part to get back on the road promptly."
• "Credit to Andrew Hay-Berry who was quick to resolve the problem."
• "I am a very happy Westerly Exeter BMW Customer & I wouldn't hesitate to recommend them."
• "Gavin Osborne is the best car salesperson I have ever done business with."
• "Would highly recommend and yes we love our new BMW."
• "Thank you to the Exeter team! went in for a recall and they fixed another issue with my car, free of charge."
• "The whole experience at Westerly BMW Exeter was excellent."

Cons:

• "Cars are nice. Customer service is poor."
• "Took my bmw 1 series there for some work under warranty very rude and Patronising."
• "Absolutely atrocious from the outset."
• "Not once has a salesman come over or asked us if we needed anything."
• "Nobody on reception or during my entire visit and nobody nearby interested in helping."
• "Not one member of staff acknowledged us let alone attempted to strike up conversation."
• "Car was called in for a recall. Booked online and had a very bland email saying please ring - no hire car available."