Vertu BMW Sunderland Reviews Summary

Customer Service

Pros:

• "The customer service before paying was amazing and I was really impressed."
• "Nothing is a trouble to them and they both are great assets for their company."
• "Nicki was so helpful and still is very helpful if I have any questions or I’m not sure about something I just drop him an email and he’s happy to help."
• "I am very grateful that although they had finished work and were about to head home, they went out of their way to help me."
• "Ashley was polite, helpful and well informed across all areas of the sale."
• "Tia at the reception and service advisor Lauren were both very welcoming, helpful and professional."
• "I was well looked after by Chris Marshall as well, who oversaw the whole transaction."

Cons:

• "Take your money, all good... Very disappointing. If it gets sorted I'll update the star rating."
• "The service is good when I can get through to speak with them but that seems to be getting harder."
• "You cannot get through on the phone."
• "I was not acknowledged by not one of the numerous staff, not even a Hello."
• "It does not feel like they are interested in the after sales or customer relations at all after - or if you do not buy the car from them."
• "Receptionist been good but just not in sync with the workshop lads at all just false promises one after another."
• "The customer service is terrible, communication skills are unacceptable and it would appear they aren't interested in making a sale."

Vehicle Condition & Dealership Experience

Pros:

• "I had an amazing customer experience when buying my GS from Cooper Sunderland."
• "The wife has has been all over the uk in through work and she can't fault the car."
• "After a long trip she still says 'ooo I love my BMW!'"
• "The usual warm welcome from Michael, then sent upstairs for a coffee, had a chat with the other customers in that morning."
• "Excellent service as usual, this is the fourth time I have purchased a new vehicle from them and each time I have asked for the same salesperson and Lee Wilkinson is fantastic."
• "Great service from start to finish."
• "The friendliness and warmth of all the staff, the excellent repair to the car and the car was clean like new when I got in."

Cons:

• "When they showed me the car it was all dirty, I even wondered if it was disinfected and I decided not to test drive the car due to this unprofessional attitude."
• "Comparing this to my experience at BMW Durham, Sunderland is shocking."
• "I am v.disappointed in BMW as I have had to wait a month for a courtesy car so my vehicle can be repaired."
• "Missing fuel. Was promised and agreed I will get full tank if I buy the car as I came from London. There was only a quarter."
• "BMW's service has declined over the last few years."
• "3 days and counting for a service and a sensor refitted??"
• "Drawing on the seats (someone had driven the car since I last saw it and did not clean it)."

Communication & Responsiveness

Pros:

• "A visual vehicle health check was included for free and I was sent a video where a mechanic walked me through the check."
• "One year later. A different business running this place. Amazing service !!"
• "Even through an unexpected issue - when the car was in the workshop for almost 3 weeks, Stephen was brilliant in doing the best he could and understood my fussiness."
• "My sales representative, Matthew Bewick, was excellent at meeting my requirements, both during the sale and during aftersales."
• "Customer care remains the same high standard after sale."
• "Well done Vertu BMW Boldon, it's nice to know that customer feedback is acted upon."
• "The vehicle was well prepared for both the initial viewing and for collection."