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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.
492 ratings and 275 comments received in the last 90 days.
18 April 2025
Again sales team and other staff very friendly
04 April 2025
Both Tim Green, The Salesman, and and Adrian Cox, the Number Cruncher, were a pleasure to deal with. They are both very knowledgeable about the range of cars, and i found them both, very helpful and genuine, and my Daughter loves her new car.
01 April 2025
Really efficient. The staff at the dealership went out of their way to make picking up my new car a great experience.
30 March 2025
As explained the service I get from Vertu BMW York is great and this is the 2nd vehicle I have purchased from them.
28 March 2025
Professional & helpful
28 March 2025
Neil Bowling was the BMW representative. I found him professional, knowledgeable and personable. I wouldn't hesitate contacting him in the future when the time comes to change my BMW.
27 March 2025
Danholme came into work specially on his day off for my handover early in the morning to fit my busy schedule that day, he always goes above and beyond.
25 March 2025
W are extremely happy with our second purchase from BMW and dealings with Andrew
23 March 2025
Very satisfied, nothing was too much trouble , didnt feel rushed which , , made the purchase and collection an enjoyable experience.
22 March 2025
Excellent, friendly and responsive service which made the transaction comfortable and stress free..
21 March 2025
The information and handover is too focused on the software / app interface against the operation of the car. This could be an age 'thing' but we are computer literate.
21 March 2025
book let not clear enough
20 March 2025
Excellent keeping me informed at all stages.
17 March 2025
First class service all round, can't fault any of it
16 March 2025
I needed the car quickly due to changing jobs. Cameron and the team did such a good job to make sure I got it in time - just over a week from placing the order
16 March 2025
Helpful advice and service from the sales team. They are all very friendly too!
14 March 2025
Vertur BMW have supplied 3 cars to my household in the last 12 years. My new vehicle is the 2nd car I have purchased from Vertu. The service and experience of the centre is very good, Neil Bowling the Sales Manager i worked with was very good.
13 March 2025
We were treated extremely well by Cameron the service was excellent and he took the time to explain the car in detail plus the sales manager also took the time to discuss our purchase
13 March 2025
Denholm Powell the sales person,kept me informedand up to date at all times.
11 March 2025
BMW centre are very professional staff did their absolute best to make delivery a pleasure
11 March 2025
I love my car and it came faster than my thought it did. Tim kept me updated all the way
11 March 2025
Personable service and listening to requirements
09 March 2025
As above.
09 March 2025
Good communication throughout the buying process. Excellent handover
09 March 2025
Easy to get the car and spec I wanted. Great communication throughout the period from placing order to collection. Flexible with pick up as I work full time.
07 March 2025
Very satisfied but just wish BMW could update more accurately on the build status as it was a panic as whether I would receive car beginning of March even though ordered end of August
07 March 2025
Everything ready and waiting when we arrived to collect the car.
06 March 2025
Tim Green from Virtu BMW York, has looked after me for my last 3 cars. He is very helpful and nothing is too much trouble. Excellent.
05 March 2025
Andrew was really helpful and friendly as always. Came in on his day off to hand over the car
05 March 2025
Good communication from start of process to delivery.
05 March 2025
Very pleasing they went the extra mile to source a vehicle which met my spec.
25 February 2025
Very satisfied
24 February 2025
However,we were not happy with the delay caused by BMW finance. Also the valeting of the vehicle was below the standard i would have expected.
02 February 2025
Everything went extremely well.
21 April 2025
Very satisfied, good communication and had a lovely new loan car for the day while my car was serviced
20 April 2025
Could not be bettered.
20 April 2025
No fuss at handover. Decent loan car with petrol in it. Reasonable price for MOT and good video summary offered to clean the car.
20 April 2025
The recall work was carried out on the day as planned. It would have been really helpful if BMW had a courtesy car available for me to travel to work while the work was being done.
19 April 2025
The experience was quicker than I expected and free of charge.
17 April 2025
Excellent service.
16 April 2025
Friendly and organised
15 April 2025
Empathetic, Friendly courteous staff. Delay in repair but this was handled superbly by Sarah. Kept informed On collection car had been thoroughly valeted...looked brand new
15 April 2025
Despite satisfactory front office service,I have since recieved a message to say that someone hasn't completed the necessary notations in my vehicle following service and it needs attention, or for me to update this on the App! I don't use Apps!
15 April 2025
Disappointing. I was misquoted on the repair I needed done which went from £500!59 over £1000. You admitted fault for the misquote but didn't try to resolve it. You also offered to wash my car, which never happened. Which is a shame.
15 April 2025
Video feedback is great
15 April 2025
Very imformative
14 April 2025
Staff were attentive
13 April 2025
Very helpful and patient.
13 April 2025
No complaints or comments to make
13 April 2025
The automated key check in is welcome as I don't like waiting around to hand a key over Didn't have to wait too long to pay and get my keys back also
13 April 2025
All.memebers of staff was friendly and well accommodating
12 April 2025
Brilliant service from booking the car in to picking the car up and onwards
12 April 2025
Work carried out on time
10 April 2025
Friendly staff, good servicing
10 April 2025
Carid out a good job keeping me informed about progress.
10 April 2025
Excellent service from Sophie Cook - efficient, fast, friendly - and the service cost was reasonable.
10 April 2025
All work completed on time with no issues.
09 April 2025
Prompt
09 April 2025
It was not good at all
09 April 2025
From checking in to checking out and communication throughout the day was very good
08 April 2025
Staff at the front desk were very helpful.
08 April 2025
Friendly, efficient and go the extra mile.
08 April 2025
See above
07 April 2025
My car was ready when they said it would be and everything they did to my car was explained in full.
07 April 2025
very happy car given clean bill of health, although was surprised that a nail was found in tyre and I had to have it removed elsewhere
07 April 2025
whole process worked well
07 April 2025
Efficient drop off and pick up
07 April 2025
I was made to feel welcome
07 April 2025
Specifically asked for car not to be washed (option was selected and note was added during the online check-in process), but it was anyway. Quite disappointed that the request was ignored
06 April 2025
Everything was done that I requested including a free health check.
06 April 2025
Excellent service from bothe the Manager Jordan and the service desk.
05 April 2025
Video health check of my car was very good.
04 April 2025
The service at vertu was great, as I said previously I can't stand call centre booking systems it's totally defunct of the personal touch (you've no idea who people are in an office in Newcastle). But Sarah was great as always at booking the car in.
04 April 2025
Did what was required
04 April 2025
Tidy work good service
04 April 2025
Again friendly good service but took much longer than I expected .. though I did get some work done whilst I waited!!!
03 April 2025
All staff helpful. Grant has been excellent over a number of years.
03 April 2025
Flexibility and good communication
03 April 2025
Everything was 100% good
02 April 2025
Very friendly and professional
02 April 2025
Friendly, efficient, respectful and knowledgeable
02 April 2025
Well organised
02 April 2025
ALL the staff at BMW were first rate: polite, friendly, kind and offered tip top customer service. All my auto issues were attended to efficiently. Whilst the wait time was lengthy the refreshments and seating provided great comfort. Wonderful
02 April 2025
I believe (Jade) who I was dealing with on the day made me feel so welcome. She explained everything to me and generally feel welcomed!
01 April 2025
Staff went above and beyond to help.
01 April 2025
Long wait period and high cost
31 March 2025
Very satisfied
31 March 2025
I had the pleasure of speaking with Sarah Davies, who was extremely polite and helpful throughout our interaction.
31 March 2025
Pleasant, staff courteous and helpful.
31 March 2025
Nothing to say, service was carried out as requested.
30 March 2025
Ease of booking and mostly the communication received throughout. Jade was very friendly and kept me up to date as the car needed to stay in for a few days.
30 March 2025
Car running smoothly and all points attended to
29 March 2025
Everything is conducted efficiently and as agreed
28 March 2025
Again, very prompt, pleasant and helpful.
28 March 2025
Faults were rectified and a good job done. Jade in service and Grant in the workshop were very helpful, credit is due there.
27 March 2025
All done in reasonable time
27 March 2025
Very pleasant young lady and did assist at squeezing my car in to accommodate my original planned time,
26 March 2025
Helpful and friendly staff.
26 March 2025
Nothing to fault
26 March 2025
Very polite
26 March 2025
Got my car back after the service and it had more issues than when it went in. eventually got sorted but wasn't a great experience overall.
26 March 2025
DElaership is too far away now you've closed Malton.
26 March 2025
Inspection carried out also wash and vac. Still bits left in footwell after the vac
26 March 2025
Friendly customer service, everything was explained in advanced. Car service was completed well in time.
26 March 2025
Was kept up to date every step of the way from the friendly service team
25 March 2025
Kept me fully updated
25 March 2025
I was looked after very well by Jade Covie and her communications were excellent. The feedback on the inspection from Tom Hartley was thorough and very clear.
25 March 2025
Great experience. Nice staff and I was kept informed with polite staff
25 March 2025
Very satisfied. I'd like to give a particular mention to Jade Coyle who couldn't do enough - very engaging, extremely helpful, Jade made the experience as seamless as possible.
25 March 2025
Work on the car appears to have been done to a high standard. I appreciate the video messages with the technician giving a walkthrough of underneath the car.
25 March 2025
friendly, honest and kept me well informed and updated whilst I waited for my service, a great experience, thanks!
25 March 2025
No issues, very straightforward
25 March 2025
Very satisfied, Sarah was excellent and kept me completely updated and very knowledgeable
25 March 2025
tried to say i needed a new tyre when i questioned it they said it could be repaired and saved me £185. Telephone system to try and get in touch with the department was not easy.
24 March 2025
Easy booking and kept informed about what was required.
24 March 2025
Very polite, caring service.
24 March 2025
Jade was fantastic from start to finish, great example of front house customer service.
22 March 2025
Great team
22 March 2025
The service was very good
22 March 2025
As above
22 March 2025
Complimentary car wash let the overall experience down
22 March 2025
Same as the comments in previous answer. Sarah by the way was great.
21 March 2025
Seems ok so far, only problem was warning light on when I received car back, so had to wait while this was sorted.
21 March 2025
Kept me informed at each stage. Gave me a place to work whilst I waited for my car service.
21 March 2025
The job was completed swiftly and all staff were extremely polite and helpful.
21 March 2025
Very friendly team
20 March 2025
Lovely staff. Straight to the point.
20 March 2025
Easy visit and dealt with everything.
20 March 2025
Attentive staff and very helpful
19 March 2025
I appreciate Jade Coyle for her support. She assisted me with all the issues related to replacing the brake pads and suggested the BMW recommended Tyres.
19 March 2025
Let me know about the aspects I was interested in on my car like the brakes, was no trouble for them
19 March 2025
Great comms and customer care
19 March 2025
Excellent service. Sophie Cook was great.
18 March 2025
All good, no complaints
18 March 2025
Great service -very happy !!
18 March 2025
Managed to diagnose a very strange fault, provided a courtesy car throughout and very friendly service from the department.
17 March 2025
Absolutely excellent handover
17 March 2025
Service was fine. Service reception and handover was good. Long wait was not good.
16 March 2025
I recently visited Vertu BMW YORK for Important work to be carried out on my M4 Comp and I am Beyond Impressed with the level of Care and Professionalism I received from the Moment I Walked in, I was looked after by Sophie cook, Amazing experience ??
16 March 2025
Always first class
15 March 2025
Very satisfied
14 March 2025
All matters had been dealt with as required on this visit to the service centre and were completed sooner than I was anticipating.
14 March 2025
Other than the waiting time everything went smoothly. To be fair the service staff did get it done faster than originally advised! Thank you!
14 March 2025
Very friendly and helpful
14 March 2025
Very polite service. Kept me updated with work being completed and timescales as I was waiting
14 March 2025
See above
14 March 2025
Staff
13 March 2025
Sarah was fantastic, got through the checkin quick and arranged for me to show the issue to an engineer quickly, with a courtesy car waiting.
13 March 2025
Helpful staff. Easy to use system.
13 March 2025
Quick to get the work done, with updates/ videos of the work
13 March 2025
On time
13 March 2025
Eventually when they did work on the car it was done professionally and came back clean and tidy
12 March 2025
Sarah delivered outstanding service.
12 March 2025
Very afficiant and explained well
12 March 2025
The staff were excellent. Very helpful and pleasant.
12 March 2025
Satisfied
11 March 2025
Great staff, courtesy car service, very easy to deal with. Thank you Sophie!
11 March 2025
Car running smoothly, thanks to the work,carried out.Plus washed and cleaned inside,when I collected the car.
09 March 2025
Could not fail the service at all
09 March 2025
See above. Was disappointed with the price of changing. Also I didn't like the new X3 30e. So plasticy
09 March 2025
Very satisfied as Ben is just a lovely salesman who doesn't push and is very patient and doesn't get funny like some managers or staff would. I would hire him in my pharmacy to manage! He also went through all my paperwork and took pressure off.
09 March 2025
Great service by all of the team that I dealt with and in particular Sarah Davies. Everyone in the premises is so professional, polite and cheerful! The staff at this dealership are a great asset to the company in my opinion!
09 March 2025
Due to distance a total of 4 hours driving
07 March 2025
Customer service
06 March 2025
Very helpful from start to finish
05 March 2025
Reception
05 March 2025
Wrong part supplied, misinformation about job completion/courtesy car. Still waiting for correct part delivery.
05 March 2025
A great valet for my car
04 March 2025
Megan was very courteous, helpful and provided good clear communication.
04 March 2025
I couldn't fault my experience
04 March 2025
WANTED TO GIVE YOU 4 OUT OF 5 STARS BUT CANT SUBMIT WITHOUT GIVIBG YOU 5. THATS A CON!! Would of been nice if the car was given back with the same charge it was brought to you with.
04 March 2025
Efficient and ready at time promised
04 March 2025
No fuss - just efficiency and great communication. I felt Sarah really cared
04 March 2025
On time, well organised and very pleasant staff.
02 March 2025
My repair was planned to be completed within a day. It actually took 2 1/2 days but I was provided with a courtesy car on booking.Whilst the delay was an inconvenience, I was kept updated regularly by Sophie Cook which was very much appreciated.
01 March 2025
Spot on
01 March 2025
They tried there best to resolve an issue that is a well known and documented problem with the engine warning light
28 February 2025
Efficient service, sensible pricing, video reporting and no pressure selling.
28 February 2025
Every thing went as planned
27 February 2025
Brilliant service & excellent customer service from everyone in your team
26 February 2025
Sent email after regarding pricing and have received no response.
25 February 2025
Really impressed with the York branch, I mentioned that I needed to be back home for 10:00 and so I dropped the car off early and the Team got my recall looked at straightaway (as it was a 20min job)
25 February 2025
Honestly from start to finish the process was very efficient and the staff were lovely, friendly and knowledgable. Can't fault the experience.
25 February 2025
The staff are the reason that I gave 2 stars
24 February 2025
No waiting cup of coffee and 20 minutes later left with no action required on my recall
24 February 2025
Very thorough and clear throughout. They couldve made more money from me but prioritised what was important to me and were transparent throughout
23 February 2025
Good customer service
23 February 2025
My wifes car went in for a dashboard problem, which BMW covered the cost of, as a gesture of good will.
23 February 2025
Kept me informed of what was happening
23 February 2025
Vertu York provide excellent service and quickly diagnosed the initial fault, carried out a full health check and made sure my car was safe to drive. They have taken time to provide updates on my car in a professional friendly way.
22 February 2025
Got the job done and worked in our time scale
22 February 2025
sorted out possible recall quickly
22 February 2025
Great easy to arrange and at a time to suit
22 February 2025
Efficient and knowledgeable staff. All work carried our correctly.
22 February 2025
On the whole very satisfied but feel that loan cars should be made available for customers whose cars are booked in for a recall. They are already inconvenienced, being without their car, so a loan car should be mandatory.
22 February 2025
Long standing customer, looked after well.
22 February 2025
Everyone was excellent and very helpful with any issues
21 February 2025
Booked a "whilst you wait" brake fluid service - appeared to be delays in the workshop - hence my wait was protracted and no time for wash & vac.
21 February 2025
so easy and hassle free
21 February 2025
I came in for a recall regarding drivers airbag, and added on MOT, receipt stated done airbag recall, but MOT certification stated recall still to be done, contacted BMW customer service, still waiting for call back?
20 February 2025
Great service
20 February 2025
Very pleased
20 February 2025
Generally OK, but didn't mention that tyres needed changing when rang to say car was ready after its service, so only authorised this when had time to look at information sent in video, which caused a delay picking up the car.
20 February 2025
No complaints
19 February 2025
A 15 minute job turned into 50 minutes
19 February 2025
Some discount was applied to the updated quote but not to the ammount I had expected
19 February 2025
From the moment a nasty little light comes on in my car, I know I don't have to worry - I can just book it in and not to have to worry!
19 February 2025
Done on time and I was kept informed
19 February 2025
I was unhappy receiving requests for payment hours before told car ready and jobs done. Staff met in dealing face to face 10/10
19 February 2025
Friendly service and great customer focus
19 February 2025
Good self check in. On time and finished when said
18 February 2025
As per previous statement.
18 February 2025
As above.
18 February 2025
Car was returned damaged
17 February 2025
Kept informed of progress
17 February 2025
A system disconnect between reception and service desk.....too much waiting and staff were free.
17 February 2025
Good communication and level of service.
17 February 2025
I'm only satisfied because of Daniel the service manager at Vertu BMW York
16 February 2025
See above.
15 February 2025
I was advised that the work would not take long to complete so I elected to wait. However, as I had agreed to the complimentary car wash during vehicle check in, the whole process took approximately three hours which was much longer than expected.
14 February 2025
The ladies who greeted me in York were excellent and understood that I had very limited time, they delivered on their promise to have me in and out within 30 minutes
14 February 2025
Person-to-person contact identified & quickly resolved errors in software work-planning.
13 February 2025
Service was very good overall and the car was ready on time
12 February 2025
Always give great efficient service.
12 February 2025
due to some parts being on back order only 1 recall was completed
11 February 2025
The customer service was excellent but the faults on the car are still present
11 February 2025
I was very well looked after by the service department
11 February 2025
Our experience was second to none. Sophie our service point of contact was professional, extremely customer focused and went above and beyond to explain and have rectified a glitch with our vehicle discovered during the service.
10 February 2025
Service is perfect, looked after me and my car well. Only downfall was it took almost 2 days to fix.
10 February 2025
Very friendly and efficient setvice
08 February 2025
Sophie did everything to help me and proved me with updates
07 February 2025
Ask for the car earlier the failed the mot on 2 front tyres again that had blown told the car would be ready the following morning first thing and the car wasn't ready until about 1130am
07 February 2025
Requested work carried out and displyed flexibility to ensure a brilliant customer experience.
07 February 2025
Very helpful, including allowing me to change time of dropping off my car
07 February 2025
I was disappointed that even though I had a fast lane appointment at 0830 they did not start servicing my car until 0915. I have provided this feedback to Vertu.
06 February 2025
Everything went smoothly, booking in with Sarah Davies. Sarah was very efficient and kindly arranged a lift home for me. Upon completion, Sarah contacted me and let me know that my car would be delivered back to my home for which I was very grateful.
05 February 2025
Everything was done accordingly.
05 February 2025
unsure what the recall was about, not garage fault but difficulty in determining if recall required (re wheel airbag), many calls, said juts bring in eventually, unsure if any need to take in. When in, good re comms on general review, car cleaned als
05 February 2025
Service at Vertu is always fantastic, and this time was no different. Sarah (Gillespie) went above and beyond to ensure my vehicle passed MOT with no advisories. She kept me informed throughout the day about any work required.
05 February 2025
See above.
05 February 2025
Dropped the car off first thing no fuss had a brand new 2 series as a loan car that we are now very interested in, Sarah looked after us from start to finish, answer all questions I had without fuss
05 February 2025
Good all round
05 February 2025
Looked after me as a returning customer
05 February 2025
Very satisfied
04 February 2025
I believe that Sophie went out of her way to fit me in despite my having left my MOT to within a day or two of it's expiry. I was able to sit comfortably, read my book and enjoy a coffee whilst the job was done.
04 February 2025
Very good
04 February 2025
Friendly professional service
03 February 2025
Service , recall and car wash was completed
03 February 2025
obviously the service i had was amazing for the recall - however the issue after left a salty taste. would of been a 10.
03 February 2025
The team were able to source a time for works to my car ( including recall work and an MOT) without inconvenience or fuss.
03 February 2025
Service experience was very professional
02 February 2025
Car came back clean and tidy. All the work done fine.
02 February 2025
Megan who looked after me and the video sent by the mechanic were great. I am just. It happy with the manager who told me they wouldn't replace the tyre because it has passed its MOT when sold to me. That tyre must have been borderline when passing.
02 February 2025
Handled efficiently
02 February 2025
Everything was just done efficiently, to a high standard and in a friendly and courteous manner.
02 February 2025
My experience overall was satisfactory .
01 February 2025
Diagnosed and repaired the car very efficiently, good communication.
01 February 2025
Couldn't put the codes in to make the wing mirrors close which I know they should on my model and was told to go elsewhere and have them retro fixed
01 February 2025
Informative
01 February 2025
Jobs done as expected, car cleaned nicely and the staff were great. Few things not done which could have been at zero cost to Vertu - like just blowing up all the tyres like I asked. They were all low.
31 January 2025
Staff very helpful and very knowledgeable
31 January 2025
Visited Vertu BMW York today for warranty work and told they had ordered wrong parts. Will therefore have to visit a third time. Not good enough for a company who use the slogan
31 January 2025
No negatives
30 January 2025
Quick and easy.
30 January 2025
We didn't hear anything about the car for a week so an earlier update would have been appreciated. Friendly & helpful staff in branch.
30 January 2025
Was offered a curtesy car but chose to wait. Quick and effective.
30 January 2025
Good communications and service from your team.
30 January 2025
Very efficient. Done on time
30 January 2025
Fantastic service
29 January 2025
great all round
29 January 2025
Everything went exactly as planned
29 January 2025
Would have been completely satisfied but received a call saying car would be ready but alas i had to wait a short while as it wasn't.. A small blip..
29 January 2025
This repair arranged in person not online or telephone: too difficult to get through.
29 January 2025
When going through the check in process it asked if I wanted a complimentary car valet inside and out, which I agreed to. Not only did neither of these happen on picking up my car, your mechanics left grease all over it Not very happy!!!
20 April 2025
Completely satisfied with everything thanks