Vertu Motors - BMW Sunderland Reviews 

Matthew was very professional. Very informative and took time to explain. The experience was good.

The salesman Kyle Archer went above and beyond to make the experience absolutely brilliant from start to finish after being messed around at another dealer, would 100% recommend this branch to anybody.

Kyle made everything really straight forward throughout the whole process. My wife is over the moon with her new X3 M50, see you in a few years for a new upgrade. Didn’t get my golf balls but I’ll pop in soon for them 😂

I’ve used VERTU BMW Sunderland now for my last 2 cars and both times used Mr Kyle Archer his knowledge and professionalism was fantastic throughout 10/10 . I will definitely use VERTU/ Sunderland again and will definitely ask for Mr Kyle Archer again

After taking my S1000XR in for a major service I got the bike back with an oil leak from the top of the engine due to work carried out that I asked not to be done after several attempts of very shoddy work (the full top of the engine covered in silicone sealant.) I had to take the bike back 5 times and they had it for a total of 9 weeks I thought the problems were solved only to notice that the cruise control was not working and I kept getting a warning on the dash (D-esa) so I persevered with the issues as I couldn't be without the bike for another extended period of time, due to the previous issues (and being charged for the privilege) was offered a free service so took the bike back and asked for them to diagnose the other issues to with I was told the cruise control didn't work due to a bent switch on the clutch lever and would need to be replaced at my cost but the issue I had was the last job they did was replacing the clutch cable so after some back and forth and me having to prove they did it they finally agreed to replace it , then the issue of the D-esa fault they told me I would have to accept an open invoice as it could take upto 6 hours to diagnose this issue as the bike would have to be took apart, I decided I'd had enough and to figure this out for myself, so I took the bike home and began to strip down the bike and found a multitude of issues wiring not in its correctmultitude of issues wiring not in its correct orientation retaining clips not put back wires bunched and zip tied screws missing not tightened and in the incorrect places after 2 days of correcting all of these issues I had the bike back together I have since done 300 miles without issue, I also replaced the brake disks and pads witch bmw also said they couldn't do due to a sticky caliper they said but I discovered to be a slightly worn slider pin and they also last time they did the brakes put the brake pad retaining spring in the incorrect orientation.
I only write this review in the hope that no one has to experience the same thing I have I had lost all confidence in the bike and was constantly checking for leaks there are other small issues I have had with my dealings with them ,, hope this will make them understand from a bikers perspective we put our lives in the trust of the bike being 100% correct , and I feel that a review of mechanical practices in your workshop is overdue.

Outstanding Customer Service
Above and beyond customer care
Thank you
Paul Martin

My wife recently purchased a 2023 S1000rr from here with just over 2000 miles on the clock for my birthday. The day after it was delivered I had a chance to give it a good look over, unfortunately finding many issues such as front fork damage at the bottom, scores in the front brake disc which would have been an MOT failure, the gear selector had been scraped at the bottom, frame damage behind this where the kickstand is, scratches to the underneath of the exhaust on the catalytic converter, rear swinging arm is also scraped.

On contacting the salesman who had sold it to us he claimed the damage was there when we had been to test ride it and there was nothing they could do, however as I pointed out with this being a BMW premium selection used approved it should have been checked over and would have been an MOT failure, this was then passed over to a sales manager assistant who asked us to book it in with a local BMW dealer to assess the damage. We contacted the nearest dealer who asked us to send pictures over once we had told them the situation, they looked at these and told us the damage was quite major and very expensive to repair and advised us to reject the bike.

On emailing Vertu Sunderland to reject the bike we were told we would be contacted by the general sales manager, he did contact us but not until we had prompted this contact, he said the bike would be collected the following week on the Tuesday and he would contact us back after the bike was looked at on Wednesday. The bike was collected as advised with no issues.

On the Wednesday we were anxiously awaiting a phone call from the manager, which never came and on calling we found out he had every Wednesday off. We didn't hear back from him till the Thursday and despite many emails and phone calls this wasn't until around 2pm, which felt quite late in the day due to being very anxious about the whole situation, which I feel is understandable when you have spent £15k on a bike that has clearly been down the road. He did concur with what the other dealer had advised and arranged a refund.

The whole experience was a bit of an ordeal, when it should have been the very opposite with it being a birthday gift, which has put me off BMW used approved, as I thought that buying through the dealer would prevent me from having these problems to begin with as it's advertised that 'Every BMW Motorrad Approved Used motorcycle listed as part of the ‘BMW Motorrad Premium Selection’ undergoes a rigorous technical quality check'.

Although they did right by me in the end, I felt like I had to prompt this every step of the way and fight for this to happen, all that would have been needed to make this a much better experience would have been more communication from them. I do however note that the very same bike went back up for sale only a couple of days later for the same price, so I really do hope that they have rectified the problems on it so that another poor person isn't going to end up buying it with all those problems and expensive repairs required. Especially as BMW have brand new of the same bike available for a lot less than what those repairs would cost which is the way I have now gone following this ordeal.
The Google review they deleted the pictures!!!!

To Whom It May Concern,

I am writing to formally raise a complaint regarding the appalling customer service I have received from BMW Sunderland – Boldon Business Park (NE36 0BQ), part of the Vertu Motors Group, following the purchase of my brand-new MINI Cooper Electric SE.

From the outset, the experience has been far from what one would expect when purchasing a brand-new vehicle – particularly one associated with the prestigious BMW and MINI brands.

Upon taking delivery of the vehicle, scratches were noted inside the doorway. This was acknowledged and reported back to the showroom. Initially, I corresponded with Emelia Stephenson (Corporate Administrator) and her manager Kirston Hoy. After a few initial exchanges, I asked for an update regarding when the scratches would be rectified.

That was six months ago.

Since then, there has been zero follow-up, no resolution, and frankly, no basic courtesy extended. I have emailed repeatedly and have now resorted to making calls, only to be ignored, dismissed, or even hung up on. Most disturbingly, the Branch Manager, Geoff, who should be setting the standard for customer care, has completely ghosted me, despite assurances that he would make contact.

This level of service is not only unacceptable – it is outrageous. To be treated this way by a showroom that is authorised to sell the MINI and BMW brand is deeply concerning. I have genuinely received better care and attention from used car dealerships.

It is particularly troubling that Vertu Motors is allowed to operate under the MINI and BMW banner when this is the standard of service being delivered. It calls into question the level of oversight, customer care, and brand protection in place.

I now request:
• A formal explanation as to why I have been ignored for six months.
• Immediate action and a firm date for when the damage will be rectified.
• A written apology from the dealership.
• Clarity from BMW/MINI UK on what level of customer service they expect from franchise partners like Vertu.

If this matter is not resolved promptly, I will escalate my complaint to the Motor Ombudsman, Trading Standards, and share my experience through appropriate public channels and consumer review platforms.

I look forward to your prompt response.

purchased a mini from, vertu Honda motors Sunderland , Parts missing vehicle in a Dangerous condition, dead battery a warranty not worth the paper written on and a month of chasing to get vehicle fixed, by vertu motors Exeter, 1-0 stars for vertu motors Sunderland, 5 stars for vertu motors Exeter

From the second I ordered this guy it’s been a disaster. The salesman don’t know if the cars are for sale or not they’re rude non-courteous and don’t call you back. I would never buy a car from the dealership again as it is the worst experience I’ve ever ever suffered.

Absolute atrocious service experience. I bought a BMW Z4 from Vertu Sunderland last year, paying way over the odds on the basis that the car had a dealer warranty. My first attempt at warranty work came last October when the boot wouldn't close, and they couldn't get me an appointment for 8 weeks. I had to pay for the repair myself elsewhere to prevent any water damage in the boot.

Recently I had an issue with the drivers side windows not working, with a month left on the 12 month warranty. Rang their call centre, booked it in for warranty repair but they couldn't get me an appointment in less than a month, which took me past my 12 month warranty date. Don't worry, they said, you've raised the issue before the end of the warranty, it's still covered. However, turned up today to find out that they won't fix it under warranty because the warranty expired.

Absolutely shocking service, and I will never use Vertu again, and will actively advise people to do the same.

EDIT: Given the response from Vertu, and as I am unable to respond directly to them, let me just re-iterate - this is not a company you want to deal with. A 12 month warranty should be exactly that - not an 11 month warranty. If they can't book me in to have warranty work done in a reasonable timeframe, that shouldn't be my problem. It should be honored. And making up claims of abusive behaviour and threats of criminal damage is just desperate. AVOID these clowns.

Bought our brand new M3 Competition from this dealership and the service has been shocking overall. Had to fight to get a small amount of petrol put in before collection which we paid for. There was no effort made upon collection, not even so much as a cover put on the car and it was dripping wet, certainly not what you expect from BMW. We were then bombarded with messages etc regarding the customer service satisfaction email we were going to receive from BMW and how important it was to give 5 stars. After doing 5000 miles in the car we took it into Vertu to get it checked as the tyres were wearing excessively for how little it’s been driven. The technician lied by stating on video that our brake pads were 30% worn and that our tyres were only sent brand new with 5mm all round. After verifying the original video that was sent a month after collection for its running in service the tyres weren’t 5mm. We then took the car to an independent dealer and had the brake pads checked as it was very concerning on top of the issues with the tyres. They confirmed that they weren’t even 10% worn, and also stated that the tyres should have lasted much longer given the mileage and no signs of uneven wear etc. The service manager at Vertu also tried to lie regarding the tyres coming with 5mm even though she admitted “she wasn’t technically minded”. Complained to the manager and he wasn’t interested in how his staff conduct themselves at all. Not surprising that the overall attitude in this dealership mirrors those at the helm and if lying to customers is acceptable then that says it all.

The manager tried to offer me 20% off my next service if I bought it from them. I declined his very generous offer. I wouldn’t trust this dealership to put washer fluid in the right place!

I only bought my car from Vertu because it’s very local to me. You can get a better deal shopping around a little further afield and definitely better service.

That service department is an absolute joke!

Edit!

You were told to collect the tyres to be sent back to Pirelli, don’t make out like you were doing anyone a favour here. Pirelli stated they were within a “broad range” when I asked where that range begins and ends they refused to answer which says it all. They are known to be absolute rubbish which is why people state they “lost the tyre lottery” if they get them instead of Michelins.

It was not “misinformation” it was blatant lies which they recorded and sent me via video.

The two goodwill options were 1. To bring the car back to you for its next service and receive 20% off (when you know I paid for the service plan) 2. Have £100 towards merch in your dealership.

Notice nothing regarding any of the other poor customer experiences.

With this guy at the helm it’s no wonder they act the way they do,

involved in a accident hit from behind vertu repair centre Boldon Business park kept me informed at all times service excellent especially of Karen the Receptionist who was friendly and very Knowledgeable and very professional well done vertu motors Boldon BUSINESS park Tyne &wear

My review is based solely on BMW Motorrad Sunderland's service department.
29th march 2025

My bike was recovered to BMW Motorrad Sunderland twelve days ago. It has took twelve days to diagnose that my clutch is burnt out and to order a new one. I am now told that my parts are ordered and will be delivered to them middle of next week, I will not be holding my breath.

Every time I phoned for an update the phone is diverted to a call centre which they then send a message to the dealership. Sometimes it might take six hours to get a call back other times you don’t get a call back on two occasions I was told that they are too busy. (These calls are recorded)

Three days ago I also asked for a full factual report on their and Motorrad UKs findings that prove the issue with my bike was rider error, which I am still waiting.

To summarise I feel that this dealer ship is under staffed and has a result the customer doesn’t get the truth or service that they deserve.

Ordered car through NHS fleet. This was subsequently through Vertu. Car delivered 11 days ago with 5 scratches on the paintwork, large scratch on alloy, pen mark on steering wheel and chipped plastic panel interior. I did not accept delivery of the car. I am still chasing a reply and update on this from Vertu. After 12 days of multiple attempts to speak to someone they have made contact with me and are extremely apologetic. They have offered a gesture of good will and my car delivered next week in good order I’m told. Appreciate the gesture of good will but it should never have got to this.

My car was booked in for recall. It was booked nearly 8 weeks in advance having had multiple letters from BMW regarding the fault. Having took the day off from work to drop the car off and it being at the garage all day, I received a call to say that the work had not been completed due to unforeseen circumstances. There was no apology or any alternative vehicles I could have which resulted in me having to take the following day off work for the work to be completed. This is not the customer service I would expect from BMW and quite frankly I am disgusted with the attitude of the staff when I complained. Having lost 2 days wages for a fault with the car, I was offered a BMW backpack then issued with an invoice for the cost of said backpack. I am still awaiting a call from the manager. Avoid at all costs

DO NOT BUY FROM THIS GROUP

They are a joke!! Selling faulty brand new cars and not rectifying the issues

Had an awful experience even trying to collect my brand new car and then reported it being faulty after only owning it 2 days. They have tried to fix it twice unsuccessfully and are now trying to tell me that all cars manufactured after July 2024 (not just mine or BMW) the forward facing collision detection should deactivate in daylight, dusk, dark, mist, fog and rain and flash on and off like a Christmas tree or just stay deactivated making the cruise control very dangerous

I rejected the car in the 1st 30 days, they have tried to buy me out the car which they are saying isn’t faulty but not give me a full invoice refund. BMW financial services are now involved

This has been the worst experience I’ve ever had buying a car and wouldn’t recommend them to anyone!!!

Just visited the Boldon showroom and I’d strongly advise you to go elsewhere. The staff were appalling. There were around 6 members of staff in, yet not one of them approached us to ask if they could help. We asked to see the inside of the boot of one of the models but were told that the battery was dead. No offer to form a solution, no apology, no alternative suggestions. We asked to see another model to be told “it’s been sold, you can come outside if you like”. To try and find the same model in the carpark I presume? Followed the guy outside to be told “we’ve got none.” No further help or assistance offered. Asked if it was possible to test drive an i4 and told “we don’t have one”. End of conversation. Do these people actually want to sell cars?? Seems unlikely. Didn’t ask for our details, just wasn’t interested so we’ll take our business elsewhere and urge others to do that too. Absolutely appalling customer service. No wonder the place was empty!