Vertu Motors - BMW Durham Reviews 

Called in to look at their used cars. No information sheet in the car window just a QR code to scan with your phone! Number plates blanked off so you can’t even tell what year the car is. I had no charge on my phone so I couldn’t find out more. Having owned 3 BMWs all bought from BMW dealers I’m now the proud owner of an Audi! It’s stuff like this that just puts me off! BMW too posh to even put a price sticker o the car?

Called in to enquire about swapping our BMW 1-series for a BMW i3. To cut a long story short, they had one, gave us a great price against our 1-series and we reserved the i3 on the spot. We have bought 7 cars from Vertu Durham (and Elvet before them) over the years and have always found them to be fantastic. They do all our servicing too. Our daughter has followed in our footsteps and they have always looked after her wonderfully too.

Special thanks to Gaz who sold me my new X3, our daughter her used 1-series and my wife her i3. He always goes "above and beyond" to help. His handovers are always comprehensive and helpful and he's a nice guy too, which helps a lot. He also follows up really well.

We really do recommend this franchise and if he's free, ask for Gaz.

On 24th April my car had a full, scheduled service, costing £405. I was becoming increasingly impressed by the strides forward in terms of the “customer experience” that the dealership has been making, since I first moved to the area in 2022.
On 19th May The battery in my remote key failed. I took it, and the spare key to the dealership and they replaced them immediately. More top marks!
Later that day, while driving, the car displayed a fault warning, telling me that it was safe to continue driving but needed to be diagnosed.
On 20th May I went outside to the car, first thing in the morning to find that all four windows and the sunroof had opened spontaneously. Happily, it wasn’t raining. I proceeded to the dealer to ask to arrange a diagnosis, associating this malfunction, naturally, with the key battery replacement of the previous day. I was told that it “couldn’t possibly be linked to the key.” They put the key on their fault reader and told me that it was not serious and perfectly all right to continue normal use. They were unable to undertake a diagnoses for 15 days. I booked it in for June 11th, and departed, feeling really rather dissatisfied. Later the same day the car started running very badly and a series of warning lights came on. I took it to another, rival BMW dealer and they were able to carryout a diagnosis immediately. Sadly, because Virtu Durham had told me it was safe to continue using the car, £7000 worth of damage has been done. AVOID these "people."

I have a Mini Copper with a failed center console in constant reboot every 40 seconds. I lost all radio and onboard diagnostics due to screen not fully booting up.

On diagnostic inspection at Vertu BMW Durham it was discovered that the KaFAS camera was malfunctioning and preventing the software update to rectify the problem.
This resulted in a new windscreen and camera installation to be able to update the software at a cost of £2384.46!

After the update and collection of the Mini the console still isn’t booting up correctly as it did before the fault occurred and I have been told there’s nothing else can be done. I was offered a new center console at £2000+ but no guarantee it would solve issue.

Spoke to Josh and the parts manager who were both unable to offer anything else and seemed unconcerned that I was collecting the Mini that still has issues that were not fully resolved. This was known by the workshop staff yet they still released the car for collection!

I was advised they had compared it to a model that was 5 years older than mine and that console also booted up the same as my own. When I requested to see it as proof, was told the car was no longer there….very convenient for the staff!

Absolutely shocking service and price to have a center console allegedly fixed that still isn’t fully working as it was perviously.
I’m absolutely disgusted and appalled at the unprofessional level of service I have received from Vertu BMW Durham at a cost of £2384.46 and feel completely dissatisfied with the appalling and uncaring attitude towards my issue…and, to add insult to injury, my car was covered in bird droppings upon collection...they didn’t even bother to clean it off!

They could have offered a free software update when the next one is released to see if that fixes it but that didn’t even enter their heads. I have contacted Customer Services with a full complaint pending and will contact the Motor Ombudsman if I’m not satisfied with their decision.

Once again this proves main dealers are an absolute disgrace and con you out of your hard earned money for an incompetent and incredibly amateurish service.
Avoid this garage at all costs.

📌 Update as of 29 May 2025…lodged an official complaint on the Vertu website where they state a maximum of 48 hours before someone would contact me…had zero response back and no one has contacted me in any other way to deal with this ongoing issue. So Owen Brown’s best intentions fall very short of the mark…once again, a completely incompetent and amateurish attitude.

They now have 6 weeks remaining to resolve this, as stated in the given time from the Motor Ombudsman web site, where a full complaint will be made…after spending £2384.46 and not having the work completed to the high standard that you’d expect from BMW…don’t think for one moment I’m letting this go!

I was interested in a bmw m2 and I made contact through auto trader, I told them I had a Ford Focus Mk3 RS with only 13500 miles outstanding condition for P/X
They go on as if they are this big massive company and they said they would see what best price they could get me through there sister companies, I got a email back after a few days and they said nobody had showed any interest, you are either a car dealership or not even small family dealerships could make me an offer (who are the best to deal with honest and professional) I would avoid this company if you have any sense

I had an absolutely brilliant experience with the team at Vertu. I dealt with Nick Jimson, who was outstanding. He kept me updated, answered all of my questions, and never rushed me through the process.

Honestly, I've never had a car sales experience as good as this.

This is the second occasion I have used Vertu BMW garage Belmont Durham, and, unfortunately, my car has been returned in a significantly worse condition than when it was dropped off. The previous occasion was when my wife collect her Mini with a bodywork pin in the tyre.

On Thursday, 12th September 2024, my wife dropped off our BMW 5 Series at the Vertu BMW garage in Belmont, Durham at approximately 9:30 am for an EGR cooler recall. The vehicle was collected by my wife and father at approximately 13:20hrs on Friday, 13th September 2024.

Upon arrival, they noticed that the rear number plate was hanging off the car (see attached photo). My wife reported this to the service desk, while my father spoke to an employee on the forecourt. After examining the rear bumper where the number plate had fallen, both concluded that there was a scuff mark. When management inspected the car, they dismissed the damage, suggesting the scratches were pre-existing.

While I cannot conclusively prove it, I strongly believe that some damage to the bumper occurred while the vehicle was in their care.

Upon returning home and inspecting the car myself, I noticed a film of grease or chemical, along with run marks and spotting, all over the exterior, presumably from the wash and vac service. In fact, the car appeared dirtier than when it was dropped off, with visible residue and marks. There is now ‘pitting’ or marks on the chrome trim (SEE PHOTO). I have no idea what they are using to clean the car but the products are clearly damaging the cars.

The issues did not end there. After driving the car for just 5-10 minutes over the weekend, an oil warning light appeared, indicating that the oil had been OVERFILLED (see attached photo). I immediately stopped driving and returned home to research the potential consequences, which are well-known to be detrimental to the vehicle. As the service department was closed, I was unable to contact anyone, and my car is now unusable until this issue is resolved. How or why BMW would add more oil than necessary is beyond me. It is simply incompetence or poor training. Surely there needs to be a checks after the work is complete to negate these type of issues.

Additionally whilst driving the car my wife and I have noticed a pronounced juddering when applying the brakes, which was certainly not present before the work was carried out. This juddering is felt both in the vehicle and through the brake pedal. I am concerned this may be due to the chemicals or grease used during the cleaning process, or something that occurred while the vehicle was being worked on. This is especially troubling given that I regularly transport my two young children in the car.

We have just returned from a 1200 mile road trip to France and back and the oil warning light did not come at any time and the brakes have never juddered once. Leading me to believe these issues have resulted due to the garage and mechanics.

As you can imagine, I am extremely frustrated with the condition in which my car has been returned and the new issues that have arisen. It is now in a worse state than when it was originally dropped off, and I am unable to use it due to the unresolved oil and brake concerns.

I was rang by the assistant service manager at the branch on Monday after I complained to Vertu and BMW UK. She was unsympathetic and dismissive. Stating that I would have to pay a £159 diagnostic fee for them to look it. I stated that was not prepared to pay as these issue werent present prior to dropping my car off at the garage to which I was told it was upto me. She was simply not interested.

Yet again I feel I have been let down by this garage and the customer service thereafter. I simply only want the car put back to the state it was left with them. Clean and with no oil warning lights on or juddering breaks.

*****UPDATE*******
Due to garage insisting I pay them £159 upfront (what next cash in £10 notes in an envelope…) before they will even look at the car I have filed a complaint with the Motor ombudsman. Fingers crossed my vehicle will be fixed to the level it was dropped off.

****UPDATE****
Dealership are denying any responsibility. Car dropped off in full working order. Picked up with number plate hanging off (see profile picture) oil warning light on and juddering brakes but nothing to do with them……. Please avoid dealership at all costs.

Took the car in for a brake service…three weeks later a brake failure warning light came on telling me not to drive the car and seek attention immediately. Contacted Vertu Durham again and was told it would cost £159 to diagnose the problem. Surely having just serviced the brakes three weeks earlier and giving them the all clear, they should be obligated to at least give them another once over to ensure the problem isn’t related to the work carried out. More than happy to take your money, but not their problem anymore as soon as you drive away. Expected much better and will never be returning.

I was lied to repeatedly. I did not buy the car I reserved I the end due to a recall. I placed a deposit on the car which was preregistered and you would have thought ready to purchase. Unfortunately I was not told that the car couldn't bring released and that this had been an ongoing issue for several weeks. A date was set for me to pick up the car the following week. I was initially told that this was because there was a mini event on and due to this my car delivery would not be the priority. Eventually after excuses and incorrect invoices being sent to me I learned the real reason the car sale wasn't happening...mini had recalled all the new countrymand..Eventually I went in to ask for my deposit back. The salesman admitted he had no idea when they could release the car....he didn't refund my deposit and my husband has to ring up and complain. It took a week to get my money back The worse thing is they allowed me to sell my own car with me thinking I'd get the new one a few days later andthey gave me no warning my car sale would be delayed and potentially for weeks. Im now having to look for a car as i need one for my job. Ive had to settle for something i didn't really want due to the lies and incompetence. From another garage, and not a mini. I was fobbed off and often phoncalls weren't returned. Just the worst car buying or should i say non car buying experience ever Absolutely disgraceful

First time owning a Mini and I don't think it will be my last. Can see why they have such loyal customers even after only owning it for 2 months. Car itself is amazing and the after sales has been fantastic. Car went back in for a rattle in the dash and the team couldn't do enough for me. Nicole on reception deserves a specific mention as she has been great throughout, keeping me updated and organising courtesy car etc. Car back and rattle seems to have gone. Would not hesitate to go back there for my next car and use for services in the future. Keep up the good work!

A great pleasure to buy a car from David Hutchinson Durham. He is professional, caring and kept us up to date with the sale and delivery. A perfect delivery with good after sales communication too. No hesitation recommending this company to others.

Rebecca at BMW Durham did something that BMW Stratstone silverlink lack in, called
Customer service and ability to do the job properly. fabulous service
This morning Rebecca idrive working great
Thanks Brian

I am absolutely appalled and upset by the service I received from this branch. I arrived for my appointment and was told to go and sit in the waiting area, after a twenty-minute wait (making me late to work) a colleague came over and approached a woman opposite me addressing her as my name, I spoke up and said, “no that is me” to where they responded with “oh” and a confused look.

We went over, sat down and spoke through the issue with my car, to this I was quoted £149 to where I then explained I had a premium warranty covering my car so there should be no fee, to where they denied this and stated that I would have to pay. I then explained that prior to my appointment I had queried this on the phone when booking my initial appointment and to the salesman who originally had sold me the warranty and was told by both it would be covered, once again this was denied and was told I would have to pay when I told her it was covered, and I would not be paying.

We then moved on from this and started to discuss my courtesy car. I felt as though they were being very patronising when they asked me if I was aware what a two series was, I explained how I previously owned one before my current four series to where I was once again responded with a “oh”. We then proceeded to go outside where I was told I would be driving an automatic car. Then they asked me what type of fuel car I drive, to which I stated diesel, then they responded “oh, well this one is petrol”, but when entering the car, I soon realised that it was in fact diesel, and could have ended horribly wrong.

Later in the day, I received a phone call where they explained how my car was now fixed, and that I should have to pay but she personally has wiped the price, and I wouldn’t need to pay.

I then went and picked my car up where all was fine, I then later checked my invoice to find my mothers name instead of mine on the invoice, to which I am extremely confused as she has nothing to do with booking my appointments, surely this is a data breach?

Usually after every visit to BMW I also receive an email and/or phone call asking about my service, over a week later and I am still waiting for this? As a loyal BMW customer for almost four years, I found this incredibly disappointing and insulting. I am unsure if this was down to my age, gender or another factor, but after never experiencing service like this in my whole time at this garage, I am highly disappointed.

Mrs A Stillwell.
This lady goes above and beyond her duties.
If she says she will do it then you can guarantee it's done.
An asset to the company.
Thank you so much Mrs Stillwell.

Very happy with response of query.
Very quick and professional.

We took our mini for test and service at this garage.The car failed on a door handle and we were advised it was a latch and it would need replacing at a cost of 330 pounds but if the door card was damaged in the repair process a further 600 pounds would need to be added.I advised the garage to proceed with the latch and not to replace the door card at any cost,I would happily take the risk.The car then passed its test.One week later my son tried to open the door and it failed to open,this was the first time we had used the passenger door.We contacted the garage and were asked to return the car on 27th July, that day we were advised that it was now the door handle and it would cost 280 pounds,I told the service girl not to proceed and made her aware of my frustration then she offered me a discount of 100 pounds which I declined.Later that day I decided to remove the door card and take a look myself and to my dismay the door handle was not even connected to the latch and was hanging freely,it was a 1 minute job to push fit the cable and the door is now working.From the moment we walked into the garage we were being upsold,absolute disgrace.

Update 05.08.23
After Vertu swiftly replied to my post,I gave them all the details.... thank you it is being referred to senior management! 5 weeks down the line and a chase email, absolutely nothing.
Customer and quality service is becoming non existent in this country,what is going on?
I purchased and approved used 67 plate 420d msport may 2023 Vertu BMW Durham for £18k
I have had approved used z4 previously from Vertu Stockton, the car was perfect and 8 yrs old.
The 420 had a couple of paint scuffs so went in body shop before I got it.
Picked it up paint was gleaming.
Wheels had ground in brake dust
And had a brake judder.
Discussed and agreed Vertu would refurb all 4 wheels..replace discs and pads to solve judder.
After 2 visits 3 days and 10 days whilst on holiday.
Discs and pads replaced
Wheels cleaned up a bit...not refurbed and still showing ground in brake dust.
Also they were to replace a tyre with a puncture at my expense...didn't get done.
All I got was excuses...
They had forgotten the tyre
The wheels couldn't be touched up as it would make them worse....not get fully refurbed as agreed.
So basically I paid the extra £3-4k for approved used to avoid any little annoyances,and to get that perfect service....instead I paid my monies and have been fobbed off with excuses.
Rather than forking out £250 to refurb the wheels they will now lose the £1000+ business I would give them per year.
So if you are used to that high quality BMW service, may not be the best place to go.

Had my car in for MOT today and wanted to say that is the best customer service I’ve ever received at a car dealer. I received a very warm welcome at the desk and enjoyed a lovely cappuccino and biscuit while I waited for the car to be ready. I believe it was Paulminder who dealt with me and he’s extremely well mannered and has fantastic customer service skills. Thank you very much for the great experience today, a 100x better than your competitors. I will definitely use this dealer in the future.

I had a few issues with my used vehicle and was back to the dealership numerous times , saying this I have the highest regard for Richard skinner who has went above and beyond the aftersales service to sort this out for us, excellent customer service thank you

Consistently falling levels of service since Vertu took over this dealership.

For example:

Direct dealership number swapped for a group call center number.

Persistent upselling of optional items and services that are not manufacturer mandated and this is not made clear.

Call centre staff that call, not leaving a message and no one knowing why they called if you call them back.

It isn’t possible to book in a car for anything less than a whole day, even for a simple procedure with few courtesy cars available this is a real issue.

Disinterested dealership staff that are not able to help if your request is in any way difficult or out of the ordinary.

I don’t doubt that this is an efficient money-making business but it appears uncaring, cynical and really quite hard to deal with.