Amazing service, Jess and Haydn went above and beyond to make sure we had a smooth transaction. Jess was very knowledgeable, friendly, professional. We are over the moon with our new Hybrid Ford Kuga... See more
Company replied
Location
Switch locationBroomside Park, BMW, Belmont Industrial Estate, DH1 1HP Durham, County Durham, GB
•While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
Dave Hutchison and Martin Turnbull were extremely helpful, as we are not very technical they helped us enormously. The showroom was very well set out and the facilities were excellent
We’ve been looking around for a car for a couple of months and had interactions with many dealerships. This one, Vertu is by far the best of all! It was the smoothest and most comfortable exper... See more
Company replied
Excellent customer service from start to finish at the Durham branch, hence we ended up purchasing two new BMW cars recently. Nick helped with my husbands purchase & Gaz looked after us when it was m... See more
Company replied
Company details
About Vertu Motors - BMW Durham
Written by the company
Vertu Motors is one of the UK’s largest and most trusted automotive retailers, with dealerships nationwide.
Specialising in premium vehicles, we’re proud to have a prestigious manufacturer portfolio, offering a choice of new vehicles from some of the world’s leading automotive brands. We also offer an extensive range of used cars and vans for sale from all manufacturers.
With so many quality vehicles on offer, we’re sure you’ll find the perfect make and model for your needs, whether you choose to browse in person at your local dealership or online.
We also provide a full range of aftersales services, and our manufacturer accredited technicians will happily take care of any MOT, service, repair and spare parts work to the very highest standard. You can trust that when your vehicle is left at a Vertu Motors workshop it is in expert hands.
It’s our goal to deliver an outstanding customer motoring experience through honesty and trust, and our friendly team will be delighted to help you on your motoring journey. If you are looking for a new or used car or van, or an aftersales service, contact us today to see how we can help. You can visit us at your local dealership, browse online or call us on 0330 096 7061.
Specialising in premium vehicles, we’re proud to have a prestigious manufacturer portfolio, offering a choice of new vehicles from some of the world’s leading automotive brands. We also offer an extensive range of used cars and vans for sale from all manufacturers.
With so many quality vehicles on offer, we’re sure you’ll find the perfect make and model for your needs, whether you choose to browse in person at your local dealership or online.
We also provide a full range of aftersales services, and our manufacturer accredited technicians will happily take care of any MOT, service, repair and spare parts work to the very highest standard. You can trust that when your vehicle is left at a Vertu Motors workshop it is in expert hands.
It’s our goal to deliver an outstanding customer motoring experience through honesty and trust, and our friendly team will be delighted to help you on your motoring journey. If you are looking for a new or used car or van, or an aftersales service, contact us today to see how we can help. You can visit us at your local dealership, browse online or call us on 0330 096 7061.
Contact info
Broomside Park, BMW, Belmont Industrial Estate, DH1 1HP, Durham, County Durham, United Kingdom
- 0344 659 9618
4.8
Excellent
163 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 96% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Couldn’t of asked for a better service
Couldn’t of asked for a better service! Gary made the whole process seem less from start to finish, I was a little indecisive as to what I wanted when I first came into the garage, but he has the patience of a saint and everything was so streamlined! Thank you once again to the Vertu Durham team but in particular Gary, I LOVE my new car!!!
October 4, 2025
Unprompted review
Reply from Vertu Motors - BMW Durham
Thank you so much for your kind words! We are so happy to hear that Gary was able to provide you with excellent service. We strive to ensure that all our customers receive the best possible service. Thank you again for your positive review! Kind regards, Chloe
Excellent service
Excellent service. Really helpful sales staff and excellent product
October 8, 2025
Unprompted review
Reply from Vertu Motors - BMW Durham
Good morning, Bill. Thank you very much for your review. Customer experience is extremely important to us. We pride ourselves on treating our customers with respect and professionalism. We hope to see you again in the future. Kind regards, Danielle
New BMW 2 series coupe
Great service from Nick from order of new car to delivery. Car beautifully presented on handover.
October 8, 2025
Unprompted review
Reply from Vertu Motors - BMW Durham
Good morning. Thank you so much for your kind words! We are so happy to hear that Nick was able to provide you with excellent service. We strive to ensure that all our customers receive the best possible service. Thank you again for your positive review! Kind regards, Danielle
every thing was spot on
October 7, 2025
Unprompted review
Reply from Vertu Motors - BMW Durham
Thanks for taking the time to mark us as 5 stars! Kind regards, Selina
Poor customer service and bad communication regarding refund
Ordered a motor part that was not delivered as communication from Vertu and their courier was very poor. Therefore the part returned to Vertu Motor and a refund requested.
Several weeks later I am still waiting for my money back. This part that has remained with Vertu Motors and their courier the entire time but apparently has not reached Vertu Motors store for a refund to be processed.
My next step is to contact Trading Standards as Vertu Motors issue is with their courier not me and I should be refunded with immediate effect.
October 6, 2025
Unprompted review
Reply from Vertu Motors - BMW Durham
Good afternoon. Thank you for taking your time to leave this feedback. We strive to provide the best possible experience for our customers therefore if there is any dissatisfaction you would like to discuss, please email us at digitalcustomerexperience@vertumotors.com with some further information we can certainly have this looked into further for you. Please quote ref TP1MH0610 Kind regards, Dean
Fabulous experience !!
Tom Sutton was fantastic throughout the sales process. Professional, helpful and very detail conscious on handover day. Nothing was too much trouble. I will use Vertu Mini Durham again without hesitation.
September 30, 2025
Unprompted review
Reply from Vertu Motors - BMW Durham
Good afternoon Marie. Thank you so much for your kind words! We are so happy to hear that Tom was able to provide you with excellent service. We strive to ensure that all our customers receive the best possible service. Thank you again for your positive review! Kind regards, Dean
Great service from Nick Jimson
Great service from Nick Jimson and staff.
Car was as described , and ready for collection on time. Paperwork was also accurate , completed , and ready. Many thanks to all.
September 23, 2025
Unprompted review
Reply from Vertu Motors - BMW Durham
Thank you so much for your kind words! We are so happy to hear that Nick was able to provide you with excellent service. We strive to ensure that all our customers receive the best possible service. Thank you again for your positive review! Kind regards, Keith
Happy Customers
Our experience from start to finish was immaculate, we couldn’t fault our sales man Nick Jimson at the Durham branch.
Nick ensured our experience was top quality leaving us very happy customers, finished with a nice handover/thank you from one of the bosses.
Highly recommend Durham Vertu Motors.
September 25, 2025
Unprompted review
Reply from Vertu Motors - BMW Durham
Thank you so much for your kind words! We are so happy to hear that Nick was able to provide you with excellent service. We strive to ensure that all our customers receive the best possible service. Thank you again for your positive review! Kind regards, Matthew.
Amazing service!
Amazing service, thoroughly professional, and really helpful. I was assisted by Victoria who was excellent - Victoria helped me pick the right car, she talked me through all the relevant information and the finance options. Victoria was really friendly, never pushed me to make a deal but guided me through my options instead. Victoria made the process of buying a new car easy for me- the service was perfect. I would definitely recommend Vertu Motors to other drivers.
September 20, 2025
Unprompted review
Reply from Vertu Motors - BMW Durham
Thank you so much for your kind words! We are so happy to hear that Victoria was able to provide you with excellent service. We strive to ensure that all our customers receive the best possible service. Thank you again for your positive review! Kind regards, Matthew.
Customer service was excellent
Customer service was excellent , Gaz really looked after us.
September 19, 2025
Unprompted review
Reply from Vertu Motors - BMW Durham
Good morning. Thank you very much for leaving us a review. Customer feedback is extremely important to us. We are pleased to hear that you were happy with the level of service that you received from Gaz and the team. We hope to see you again soon. Happy motoring, Kerry
Great people Excellent service and a…
Great people Excellent service and a good deal.
September 15, 2025
Unprompted review
Reply from Vertu Motors - BMW Durham
Thank you for very much for your review. Customer experience is extremely important to us. We pride ourselves on treating our customers with respect and professionalism. We hope to see you again in the future. Kind regards, Liza.
Vertu BMW Durham Team / BMW 120
The Vertu BMW Durham Team that I dealt with could not have done anything better, to be honest.
September 6, 2025
Unprompted review
Reply from Vertu Motors - BMW Durham
Thank you for very much for your review. Customer experience is extremely important to us. We pride ourselves on treating our customers with respect and professionalism. We hope to see you again in the future. Kind regards, Liza.
Excellent service from start to finish
Excellent service from start to finish. Thomas Finlayson was brilliant, nothing too much trouble.
September 12, 2025
Unprompted review
Reply from Vertu Motors - BMW Durham
Thank you so much for your kind words! We are so happy to hear that Thomas was able to provide you with excellent service. We strive to ensure that all our customers receive the best possible service. Thank you again for your positive review! Kind regards, Dawn
From start to finish Vertu BMW made the…
From start to finish Vertu BMW made the process of buying my new car easy, the ladies front of house and the sales team were friendly and extremely helpful
There was no hards sales pitch or pressure to buy they search to find me my dream car and kept me updated throughout my journey
Nick Jimson in particular, the hand over of my new vehicle was excellent Nick and his colleague set up my phone and talked me through the systems and showed me round
I would highly recommend Vertu Motors Durham to my friends and family
Outstanding service thanks again
😊
September 12, 2025
Unprompted review
Reply from Vertu Motors - BMW Durham
Thank you so much for your kind words! We are so happy to hear that Nick was able to provide you with excellent service. We strive to ensure that all our customers receive the best possible service. Thank you again for your positive review! Kind regards, Selina
Great experience from BMW Durham!!
Great experience from BMW Durham!!
John Cain was brilliant found us exactly what we needed and got us into the car within a few days!!
September 9, 2025
Unprompted review
Reply from Vertu Motors - BMW Durham
Thank you so much for your kind words! We are so happy to hear that John was able to provide you with excellent service. We strive to ensure that all our customers receive the best possible service. Thank you again for your positive review! Kind regards, Matthew.
New car purchased
We went to the BMW showroom with an open mind but the agent Gaz without being pushy was so helpful with our needs and the car we subsequently have purchased a new car
A tremendous service by Vertu BMW
September 8, 2025
Unprompted review
Reply from Vertu Motors - BMW Durham
Good morning Mike. Gaz was able to provide you with excellent service. We strive to ensure that all our customers receive the best possible service. Thank you again for your positive review! Kind regards, Dean
Excellent service from start to finish
Excellent service from start to finish. Nick Mason was fantastic really down to earth and very professional
September 5, 2025
Unprompted review
Reply from Vertu Motors - BMW Durham
Good morning Steven. Thank you for very much for your review. Customer experience is extremely important to us. We pride ourselves on treating our customers with respect and professionalism. We hope to see you again in the future. Kind regards, Dean
Great staff very friendly and helpful…
Great staff very friendly and helpful made for a smoth process from begining to end
August 30, 2025
Unprompted review
Reply from Vertu Motors - BMW Durham
Thank you for very much for your review. Customer experience is extremely important to us. We pride ourselves on treating our customers with respect and professionalism. We hope to see you again in the future. Kind regards Dawn
Doesn't know how to speak to customers.
Enquired through autotrader, a lady called and hung up midway through the call. She called back and couldn't answer my question, had another guy call me back and immediately gave me the impression that he didn't want to answer my questions or speak to me. Felt like I was being a nuisance, he then refused to answer a question and told me to ask questions about another topic instead, he spoke to me like I was 5! Not what I expected when buying a new car, needless to say I stopped the call at that moment. I wasn't asking for much, answer a few questions, speak about the car, buy the car... done.
[Edit]
Thanks for the reply, your staff were treated with respect and professionalism, I'm not sure what you are insinuating with your however... statement. Based on my experience thus far, I would not use Vertu and I or recommend anyone use them either.
July 2, 2025
Unprompted review
Reply from Vertu Motors - BMW Durham
I am deeply sorry to hear about your recent negative experience with our staff over the phone. We take all customer feedback seriously and will be addressing this incident promptly. It was never our intention to make you feel this way; our goal is to provide an excellent customer service experience.
However, it also needs to be mentioned that we strive to maintain a respectful line of communication with all of our customers. We encourage open discussions about any concerns or inquiries, but it is important that such exchanges occur in a respectful and professional manner. Our team deserves nothing less.
Thank you for bringing this matter to our attention and we hope that this will not deter you from considering our dealership in the future.
Kind regards,
Owen Brown
Head of Business
Disappointing Experience
Purchased a used Mini from the Durham Dealership.
Pros:
Beautiful car
Immaculately clean
Good chance to test drive
Cons:
Sales person seemed more interested in trying to sell us finance, i appreciate commission will be attached but felt pushy. We decided on finance in the end but took this elsewhere purely based on the experience.
We asked numerous times for figures to be written down as couldn't keep up with bits being added and knocked off here and there and that's with a further math's degree.
Figures incorrect on numerous occasions despite questioning this hence delaying finance release and pick up date. Eventually collected the car over a week later.
Poor communication. Was promised a call back on numerous occasions with updates and didn't get them.
Was promised a call back on collection date and didn't get one. We rang to find the Sales Person was on holiday and they didn't bother to let us know
We were squeezed in for collection as had arranged insurance and part ex insurance was due to expire at midday.
We have bought BMW's from Vertu many times before but Durham Mini wasn't for us and sadly wouldn't recommend
I cant help but feel it we were spending 50k and not 16k we may have been treat differently.
Disappointing service
June 7, 2025
Unprompted review
Reply from Vertu Motors - BMW Durham
I am truly sorry to read about your recent experience at our MINI Retail centre. Our goal is to provide exceptional service to all our customers, regardless of their budget, and it appears we have not lived up to this in your case.
We deeply regret to hear about the pushy salesperson, confusing financial agreements, delayed pickup date, and poor communication issues you encountered. This is not the standard of service we aim to offer, and your feedback is very valuable in helping us improve.
Despite this, I am pleased to know you appreciated the quality of your Mini and its cleanliness. Our team puts a lot of effort into preparing our vehicles for sale and it's nice to know this aspect of our service met your expectations.
Again, I deeply apologise for the inconvenience caused and hope that this experience will not tarnish your overall perception of our company. We greatly value your business and look forward to the opportunity to serve you better in the future.
Kind regards,
Owen Brown
Head of Business
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.