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5.0SERVICE
4.5Our centre star rating is based on customer satisfaction scores from real customers. It is based on information collated by BMW UK over the past 90 days of new car sales and aftersales service transactions, where the customers have subsequently elected to complete a satisfaction survey online or by phone. You will also see below customer comments, which are unedited.
287 ratings and 156 comments received in the last 90 days.
29 July 2025
Service excellent and had the personal touch
19 July 2025
Jess really looked after us
13 July 2025
Helpful and offered great service
09 July 2025
Dean was very helpful
03 July 2025
Peter cross delivered the best deal he could with amazing customer service and Luke Herbert dealt with car handover with ease and made the boring parts of buying a car exciting.
03 July 2025
Luke who completed the handover at the garage was polite and professional. He helped me with the basic setup of the car explaining the process thoroughly as i am new to all this technology in cars.
01 July 2025
Excellent service, made the handover experience really pleasing and special - like being a child again at Christmas time! Super feeling
10 June 2025
Staff were pleasant and knowledgeable
01 June 2025
Amazing car and Lewis was great. Picking up the car was a lovely experience and I was made to feel special.
28 May 2025
Faultless
14 August 2025
Prompt and fair.
14 August 2025
Hassle free
13 August 2025
Although, I took my car because of recall and service due. I had to keep my car for 3 days due to complexity on recall issues. However, I was provided with Loan car. Moreover, recall work was all included under Warranty. Great work!
12 August 2025
My service advisor was excellent. He explained everything to me and very knowledgeable regarding bmw. He was very friendly and approchable, which made me feel very welcome. A credit to vertu.
12 August 2025
seamless checkin and checkout
10 August 2025
Job done on time. Communication during process was excellent
08 August 2025
Great service received.
07 August 2025
Very good
07 August 2025
Conner was exceptionally good very friendly and helpful.
07 August 2025
Again very professional car was ready prior to expected date,when i arrived to pick up car escorted to where it was parked and had also been cleaned inside and out
07 August 2025
Professional service
06 August 2025
Connor was great, the other service staff weren't attentive or bothered about me waiting around for 5+ minutes
06 August 2025
Work carried out satisfied my expectations. Initially told that the work would take 2 to 3 hours to complete but in fact took 5 hours which I spent waiting in the showroom.
05 August 2025
Great service, as always from the BMW team. Amy was a pleasure to deal with
05 August 2025
Always the best
03 August 2025
The team was really nice and get all fixed
02 August 2025
As above , the unsettling feeling after the leak
31 July 2025
Good
31 July 2025
Helpful and polite service. The process was straightforward and easy too
30 July 2025
Looked after very well by all staff
29 July 2025
From entering the building until driving off with the car serviced and valeted everything was first class
29 July 2025
Richard, the after sales manger went above and beyond to help me, ensuring me and my vehicle were back on the road at the soonest opportunity.
28 July 2025
We're great with taking my car in and providing a courtesy car and fast with the return
28 July 2025
Jessica was really helpful on my arrival and kept me informed throughout the day as to the progress of my car.
28 July 2025
Car came back clean, serviced and on time. Fantastic work
28 July 2025
Whilst the task was relatively straightforward, the, service advisor was comprehensive with the detail
27 July 2025
Again all the work was carried out and stafff I dealt with very friendly and helpful. The car when I picked it up had oily marks of the paintwork and the inside had not been cleaned very well , dirt on the mats, dust over the interior and marks
26 July 2025
Excellent staff.
26 July 2025
Very easy.
26 July 2025
Lovely clean showroom ,very friendly staff and decaffeinated coffee ,only thing missing was oat milk .
24 July 2025
Quick
22 July 2025
As above
22 July 2025
Sorted out all issues I had
21 July 2025
No complaints about service received
21 July 2025
Helpful & pleasant staff are always a treat to deal with
21 July 2025
The staff were friendly and kept me informed
20 July 2025
The health check video was poor, sound quality was so bad we could not understand it, after collecting the car we realised the paperwork provided referred to a diesel car service and not electric, correct registration but wrong car?
19 July 2025
See above comments.
19 July 2025
Everyone at vertue bmw teesside are s credit to the company
17 July 2025
A real chew trying to get my service done early in the queue because it's almost impossible to arrange a courtesy car in anything short of 2 months. On the day I'd like to thank Amy who bent over backwards on the day and got my car done around midday
17 July 2025
I did explain I required the car back quickly. I did not bother with the clean. No phone call came. I waited all day and went with notification. My car was sat in the carpark
16 July 2025
Not at all minus 100% I will say They have to be flexible and understanding the customer needs and work for They are not working for jobs stratification they just want to finish the hours
16 July 2025
Exceptional
15 July 2025
Amy provided a first class service with a smile.
14 July 2025
Booking system easy to use.Communication was not great - staff were not able to give me a rough time frame of how long service would take. The service video was very poor - unable to hear feedback. 'Car cleaning' option was very poor for BMW brand.
14 July 2025
The car was booked in to be seen within a week. Fault diagnosed on the day and fixed for the following morning
13 July 2025
Dealt with a lovely lady called Jill who explained everything very simply and clearly
13 July 2025
Bethany's focus to customer service was outstanding. Polite, friendly and kept me updated throughout.
12 July 2025
Well informed about costs, with options to defer payment (which I didn't need to use). Work carried out on time. Unexpected additional cost (tyres) a shock but competitively priced.
12 July 2025
job done time no waiting
12 July 2025
Got my car back with broken passenger door lock - zero accountability taken by the service desk staff when we called to query it. Still waiting for someone to ring me back about it
12 July 2025
Can't fault anything
12 July 2025
Very friendly and efficient staff re my recent visit.
10 July 2025
Very Pleasant staff at drop off and pickup
10 July 2025
Good service
10 July 2025
When booking it the lady on the desk gave us hardly any options and pressured us to get it sorted otherwise we were out of warranty. We were the ones who chased up the service plan and they said there wasn't any cars available to borrow.
09 July 2025
The girl on reception was fully aware of my visit, showed me to a waiting area and offered me coffee while I waited. I was kept informed throughout my albeit short visit.
09 July 2025
Informed me during the day how the repair was progressing
09 July 2025
Very satisfied
09 July 2025
Very satisfied with how my car was looked after. Regular updates from Sam
09 July 2025
As my car was bought fro. A other dealership if felt like cooperation between the two centres come have been better
09 July 2025
Amy made it really easy she went through everything with me really professional and Overall pleased with the outcome thank you
09 July 2025
Satisfied with the experience, but the problem has not been sorted , as the original diagnosis has not fixed the problem so it's booked back in and been told I may have to pay again for a diagnosis which I am not happy about
09 July 2025
Good service and professional.
08 July 2025
As expected
08 July 2025
I was taken to Vertu Teesside by roadside recovery at 4.30pm on a Thursday. They replaced my blown out tyre straight away and the car was ready by 5pm. Excellent service from Jessica (on the phone and in person) and from the technician.
07 July 2025
Always there to help and sort the problem especially Sam friendly, professional goes above and beyond to help her customers. No problem at all with the service dept team Love the guys who clean my car thank you
07 July 2025
Polite and extremely efficient. The staff are always helpful.
07 July 2025
Good check in Good communication during the day and smooth collection
06 July 2025
Very satisfied with the work done on my car
05 July 2025
The service adviser was very helpful
05 July 2025
Poor , no explanation from inexperienced service staff
04 July 2025
Just a good experience
04 July 2025
Great
03 July 2025
Great service and quality cars
02 July 2025
very smooth
02 July 2025
Work completed on time while I waited.
02 July 2025
Again excellent service
01 July 2025
Good experience
01 July 2025
I was looked after really well by lillie , who kept me up to date
30 June 2025
Good getting a video of service inspection
26 June 2025
N/A
26 June 2025
Went further than I was anticipating
25 June 2025
Good communication from Bethany service advisor. Technician Martin was also very professional and competent, fault was rectified quickly.
25 June 2025
Very
24 June 2025
As above
24 June 2025
Completely satisfied with the service provided by Vertu BMW, Stockton on Tees. Impressed with the professionalism of staff and excellent communication whilst my vehicle was in for service.
24 June 2025
Damage occurred to my vehicle during safety recall. I have since contacted the dealership and they have been very evasive on sorting out the damage or asking for more details.
24 June 2025
Happy with work done
22 June 2025
There is a distinct lack of communication from the phone service booking centre to the actual showroom/service desk. I was informed at the time of booking I would have my car back in an hour, it was almost all day. This needs to be rectified.
21 June 2025
Everything happened as scheduled.
20 June 2025
Failure to deal with my proble and very poor communication from Vertu Teeside including when I called on 1706/2025 and was promised a call back to update when the repair was to take plan and this hasn't happened
19 June 2025
Great service given
19 June 2025
Very happy with service
18 June 2025
Would like to believe that the mechanics place a cover/ sheet over front of vehicle and engine bay when carrying out a service to avoid any marking of grill, bumper and engine bay plastic trim.
17 June 2025
Sam in service is extremely knowledgeable and is always happy to help.
16 June 2025
FRIENDLY HELPFUL SERVICE CAR WAS READY NICE AND QUICKLY AS WE WAS WAITING FOR IT
16 June 2025
Excellent service. Jessica gave outstanding customer service. She was professional, pleasant and kept me informed of all work on my vehicle. She was extremely helpful and explained the work, a real credit to her job. Very impressed.
15 June 2025
You've still not returned my car! And now you've closed for the weekend leaving me without transport.
14 June 2025
Sam was very helpful and professional in her role excellent
13 June 2025
Massive improvement, many thanks to Richard and Amy!
10 June 2025
Staff made me feel very much at ease
09 June 2025
Excellent treatment by Amy the service rep. However experience let down by issue mentioned in question 1.
09 June 2025
Excellent staff
07 June 2025
Staff were polite
05 June 2025
Great service from start to finish
05 June 2025
Good service
05 June 2025
Very good reception ,All work completed on time. Car returned after valet.
04 June 2025
Competent and efficient staff
04 June 2025
Fantastic
03 June 2025
Super service and highly efficient, the people onsite couldn't of done more
03 June 2025
Excellent service from start to finish. Great communications throughout process
03 June 2025
I was looked after by Jessica, who was excellent. Apparently new to the role - but you wouldn't have known it - she was a consummate professional and the best possible ambassador for the Business - link to my point @ 3 below ...........
03 June 2025
Good
03 June 2025
Trying to get my car fixed under warranty was a nightmare it was only Amy that sorted it out thank you to her
03 June 2025
5*
03 June 2025
Amy was very accommodating throughout the process
03 June 2025
As above
03 June 2025
Jess was very helpful, kept me informed and, as above, tried hard to arrange for the workshop to carry out some newly identified repairs needed to avoid re- booking.
03 June 2025
quick turnaround of work
03 June 2025
See comments above. Amy went that extra mile to delight me as a customer, but the technician let her down. Why didn't he refer to his checklist?
02 June 2025
Friendly, helpful staff that kept you informed
02 June 2025
As stated on previous response the experience was good with all the staff being helpful and professional.
02 June 2025
Efficient and timely
01 June 2025
Still got the same issue. Need to rebook an appointment
01 June 2025
Kept informed on status
01 June 2025
My last visit was ok,like the visual video vallet promised wasn't comprehensive(boot not done) In general reasonably happy
01 June 2025
Staff are professional and Connor is always really helpful and friendly.
31 May 2025
10/10
29 May 2025
MOT carried out as I waited. Easy booking, no hassle.
29 May 2025
Nice video going through the different parts of the car, advise on any work that is required
27 May 2025
work carried out as required
27 May 2025
The recall was delt with very quickly
27 May 2025
There were anomalies with the invoice and documentation - the mileage on the invoice was completely incorrect - the signature of the technician was photocopied 4 times (not original) and the time taken to do the coolant check was recorded incorrectly
27 May 2025
As said above, each issue was rectified and I was left feeling like a valued customer even though my vehicle is 13 years old.
27 May 2025
I couldn't fault the service at all. From entering the showroom I was greeted and introduced to my service advisor Sam who was very helpful and efficient from sorting the courtesy car to arranging early collection of my car.
26 May 2025
Completely satisfied. Sam always goes above and beyond.
26 May 2025
See above
26 May 2025
Service staff
25 May 2025
Car was fixed without fuss and returned very clean and tidy
25 May 2025
First class service
25 May 2025
A (minor) problem with the electronic display couldn't be rectified as it wasn't displaying a fault code
24 May 2025
Same answer as question 1
23 May 2025
Really pleasant and helpful staff. Video was very informative and Jessica from front desk exceedingly good
23 May 2025
You broke my car and claimed you didn't now my car computer doesn't work but it did when I left it with you?!
03 August 2025
Price increased despite department sakes manager stating that various reductions were present. when I looked closely the offer didn't exist as free goodwill gesture.