Vertu Motors - BMW Dorchester Reviews 12

The experience was very relaxed and no pressure from the sales team
The guy who took care of everything Lukas was great infact I couldn't belive he was new to the role he kept in touch throughout and was very helpful 👍
Thankyou lukas

Very friendly helpful and professional staff.

very professional and friendly … best dealership ive bought from for the last 15 years

Great service and aftercare

The salesman was very helpful & friendly . I was given a fair price for my existing Honda . The finance was sorted efficiently. I am very pleased with my Honda Civic & will certainly recommend them to family & friends. I will certainly use them again.

Julie was excellent

A re-call for an air bag, took 3hrs to fix. Left the car at 12pm returned at 2.30pm wasn't done. Good job I didn't have to pay for it. The reason I never use this dealership is such poor service no change over the years just gets worse.

TERRIBLE BMW SERVICE, NEVER USE DORCHESTER BMW FOR SERVICING OR CAR PURCHASES!!!!

UPDATE: Don't be fooled by the apparent concern of Vertu customer services, see below reply to my review.
I emailed Keith as below, wasting my time explaining everything again, and had no reply. Just more irrate, wasted more time, and got no customer service whatsoever.
Vertu did nothing to help me after I contacted them, after this review.

DO NOT BUY FROM VERTU!!!

So now Andrew Laird, General Manager has replied and now states lies (That I can prove) and shows without doubt YOU SHOULD NOT BUY A CAR FROM VERTU. I received no offer about fob batteries (by the way it is the fob that was faulty anyway, again I have proof from another BMW dealer) or the Isofix part.
I also did not test drive the car before collection and driving home. Andrew Laird, you need to get your facts right!! You have also just shown you have not read my complaint properly too, when I mention about my collection of the car.
I PLACED TRUST IN THE BMW USED CAR QUALITY ASSURED BY VERTU - RESULT IS DISAPPOINTMENT!!
DO NOT TRUST VERTU.
THEY ONLY REPLACED MY WINDSCREEN BECAUSE I TOOK PHOTOS OF THE CRACK AND TOLD THEM, BEFORE I DROVE OFF, SO HAD HARD EVIDENCE, AND THEY KNEW IT!!!!

Oh, and by the way, all 4 wheels that Vertu had refurbished now have paint discolouration, bubbling and look awful. They have lasted about 6 months.

ALL CAR BUYERS PLEASE NOTE - YOUR WHEELS WILL ONLY BE GOOD FOR 6 MONTHS!!

ORIGINAL REVIEW:
I bought a used BMW i3 from Dorchester BMW on 10th Feb.2024.
Salesman was nice enough, and picked me up from the train station. He knew home was 5 hours drive away back up North.
I looked at the car, seemed OK, just a cracked windscreen (A Zone - MOT fail) that no-one "knew was there" until I pointed it out and took photos of it. So they agreed to pay for a new windscreen.
Suspicions arose when the MOT was not done by themselves, and had no advisories. The wheels had been refurbished, and the car misted up overnight for a week after due to the heavy interior valet it had received. (They still didn't get all the previous owners dog hairs out)
Anyway it later goes to my local BMW dealer for a new windscreen. They also find a broken Isofix cover (I never use it so it must have been like that on collection when bought the car), and the same 2 wheels that were refurbished before my collecting, are buckled.(You wouldn't know to drive it and they are otherwise undamaged to look at.) Now you would have thought if my driving the car buckled the wheels why aren't the other 2 buckled too?
So now it all clicks, penny drops! They sold me a car with damaged wheels, damaged seat isofix cover, damaged windscreen, and key with a flat battery (that left me unable to start car). They covered themselves for any claim later by having an "independent MOT test", before the handover, that didn't mention any of these as advisories. They only admitted the windscreen cos they saw me photograph it, and I could have got the train home instead of buying. The "refurbished wheels" were obviously buckled then too, and they got them looking nice so you wouldn't know, as no vibration on driving.
Also all tyres on 3mm and advised replacement by my local BMW dealer. I've had the car a few months and done about 8,000 miles. One of the key fobs had stopped working too (needed a new battery)
So to recap, my local dealer asks them to honour the BMW Used Car warranty Dorchester gave, asking for: Windscreen, 2 new replacement wheels, Isofix cover and mentions all 4 tyres worn.
Reply by Dorchester BMW 2 days later is they will only authorise the windscreen replacement. They will not pay for, or give any contribution towards, the other items.
The confidence in buying a Used BMW from Dorchester is therefore ZERO!
Using a back street garage for the MOT is just the thing rip off small dealers do, so they can argue their way out of paying for anything.
My story, and facts speak for themselves. I would only recommend them to someone I really hated.
So much for 12 months trouble free warrantied driving from BMW. Half way through and I have been stranded with a car that wouldn't start, and that has 2 buckled botched up wheels, broken interior trim, and i am looking at having to buy 4 new tyres soon.
DO NOT USE DORCHESTER BMW!
Xmas is coming,
The goose is getting fat,
If you want a good car,
I know where they are at.
NOT AT DORCHESTER BMW !!!!!

My car stated having an accute issue with the engine. On holiday in the UK it suddenly appeared. My dealer in the Netherlands advised me to go by the nearest BMW dealer. Unfortunately it was Vertu Motors in Dorchester. What a complete nightmare this dealer. Just sending a way with dry eyes “Please make an appointment. Over 4 to 6 weeks we have time. We are extremely busy”. Not having 10 minutes time to help to understand a stranded traveler if the message is that serious or not. If I was the national BMW importer, I would have a chat with Vertu. What a shame! And not to mention the lack of hospitality… Poor fellow BMW drivers in that region. I hope you have other options…

I sadly had multiple dealings with Vertu Dorchester. From the outset of purchasing my vehicle I experienced nothing but issues relating to both the vehicle and Vertu customer service. The sales person didn’t know the spec of the vehicle, its history and back story turned out to be false, work they did was faulty. All small in comparison of what was to come. After one week it was clear there was an issue. On the first occasion I was told it was fixed, yet it wasn’t. The second and third times still not rectified. Then they started denying there was a fault. Then I was blamed. I gave up dealing with them in the end as their expert opinions only favoured Vertu, and avoided rectifying the problems. I would avoid this garage like the plague and wouldn’t buy from them if you paid me.

After my awful service experience with Marshall BMW Bournemouth (detailed in a previous TrustPilot review) I was please to discover that at least one BMW dealer actually believes in customer service.

I explained my needs, the booking in process was straightforward, their service advisor (Caroline Penrose) was very helpful, and the job was completed faster than they had first predicted.

Well done, Vertu Dorchester - perhaps there's a sideline for you helping other BMW dealers to recruit and train their customer-facing staff?

We took our car to Vertu BMW in Dorchester on 13 September for an MOT and service. When we arrived there seemed to be some confusion as they were not expecting us. We waited at reception for a member of staff to see us along with another gentleman who disappeared after over 5 minutes presumably because he was fed up of waiting. We could hear a lady and gentleman talking in the office to the left of the front reception.

We eventually booked the car in at approximately 12.00 pm and went off to explore Dorchester. After about two hours we returned to BMW and the car was still not finished. We waited for a further hour and a half before the car was ready.

On Tuesday 19 September we managed to find a few minutes to sit down and read the paperwork and found that the vehicle health check paperwork was for a completely different car. We telephoned and spoke to Kevin O’Brien who assured us that this matter would be attended to. We received an email from BMW Dorchester on 27 September to inform us that this matter would be resolved.

On 4 October we emailed BMW Dorchester again to ask what was happening. We received a reply from Kevin O’Brien on 5 October stating that they had “updated our vehicle details to reflect our correct vehicle details.”

On 5 October we emailed again to ask If he would post a copy of the updated paperwork to us for our records and these were emailed to us with the incorrect date of our visit. We asked if the date could be changed from 5 October to 13 September and we are still awaiting a reply.

On 11 October we contacted the customer information team and we were informed that we would get a response “as quickly as possible.” On 21 October we received an email stating that their Aftersales Manager Jack Rawlings would contact us within the next 2 working days. Needless to say, we have heard nothing further.

We emailed the customer information team again on 24 October to say that we have not heard back from Jack Rawlings and we are still waiting.

This whole sorry scenario has taken over six weeks to get to this stage and it has still not been resolved. Please can someone send us the correct paperwork!