Vertu Motors - BMW Sunderland Reviews 

More than happy with my new car and everything, fantastic service and customer service from the get go, especially to Christopher Davies, he went above and beyond with everything, a happy customer. I would definitely recommend.

All good a plus

I travelled approximately 250 miles from London to Vertu BMW Sunderland to purchase a 2023 BMW 520d with approximately 35,000 miles on the clock.

Before paying my deposit and completing almost all of the purchase paperwork, I specifically asked about the vehicle's condition. I was assured over the phone that it only had "general wear and tear consistent with its age and mileage." On the basis of those representations, I paid the deposit, arranged finance, and travelled a considerable distance to collect the vehicle.

Upon arriving at the dealership, I immediately felt as though the priority was to get the paperwork completed as quickly as possible. I insisted on inspecting the car before signing anything over.

The vehicle I was presented with was nothing like I had been led to expect. During the sales video, I had been told there were a few light scuffs on the rear bumper. However, the video had been filmed from angles that failed to show the full extent of the damage. In reality, the bumper was heavily scuffed.

As I continued my inspection, I found numerous additional defects, including scuffs and paint damage on the door edges, bonnet edges and other areas of the bodywork. There were also deep scratches on the passenger-side front wing. I fail to understand how this could reasonably be described as "general wear and tear."

When I raised the issue, the salesperson took the vehicle to the workshop where the scratches on the wing were machine polished. Unfortunately, the polishing was so aggressive that it appeared a significant amount of clear coat had been removed. While the scratches looked less visible, the finish of the paintwork was noticeably compromised.

The issues did not stop there. When I checked the service history, I discovered that significant parts of it were missing. Despite this, I was repeatedly told the vehicle had a "full BMW service history." That statement was simply untrue and, in my opinion, amounted to a clear misrepresentation of the vehicle.

Having travelled 250 miles, taken time off, and incurred significant travel costs based on the dealership's description of the car, I attempted to reach a reasonable compromise. I asked whether any goodwill gesture or compensation could be offered in recognition of the wasted journey and the inaccurate description of the vehicle. This was refused outright, with the explanation that "the prices are fixed."

This completely ignores the inconvenience, expense and time I lost because the vehicle was not accurately represented before I travelled. Had the condition been honestly disclosed, I would never have made the journey.

I left the dealership extremely disappointed and without the vehicle.

In my experience of purchasing vehicles from dealerships across England—from Portsmouth to Carlisle—this has been by far the worst buying experience I have encountered. Transparency and honesty are fundamental when selling a vehicle remotely, particularly when customers are travelling hundreds of miles based on the information provided.

What concerns me most is that the vehicle has now been relisted for sale, seemingly without these issues being properly disclosed. I sincerely hope another customer is not persuaded to make the same wasted journey based on an inaccurate description of its condition.

Unless this matter is addressed appropriately, I will be submitting formal complaints to Vertu BMW Head Office and Trading Standards regarding what I believe to be misleading representations made during the sales process. I will also consider referring the matter to the Motor Ombudsman, as customers should be able to rely on the accuracy of information provided before committing to a long-distance purchase.

I am extremely disappointed with the entire experience and cannot recommend Vertu BMW Sunderland based on the treatment I received.

As a practising doctor, my time is particularly valuable. Travelling a 500-mile round trip required me to take time away from my professional commitments and incur significant travel expenses. The financial cost is one aspect, but the greater loss is the valuable time that was wasted because the vehicle was not presented honestly before I travelled. Customers should be able to rely on a dealership's description of a vehicle without discovering, after hundreds of miles of travel, that it bears little resemblance to what was represented.

EDIT:
I would like to acknowledge that one of the Business Managers has since contacted me and made a genuine effort to resolve my concerns, which I greatly appreciate. As a result, I have updated my rating.

However, I still believe there are underlying issues that need to be addressed to ensure future customers do not have the same experience.

The car looked wonderful and the customer service was first class, especially from Kyle and Jess, they are clearly assets to Vertu Motors.
Having my own business for over 45 years I have learned to appreciate how important good staff are.

Paul was amazing. He always replied promptly, kept me up to date and made it an enjoyable process.

I recently visited Vertu BMW Sunderland at Boldon Business Park, and I cannot praise Matthew enough for making my experience absolutely fantastic. From the moment I walked through the door, the atmosphere was welcoming, professional, and entirely stress-free.
Vertu BMW Sunderland clearly understands that buying a car should be an exciting milestone. Their blend of expertise, premium hospitality, and structured communication sets a gold standard for dealerships. I highly recommend them to anyone looking for their next vehicle!

Absolutely first class service from Josh Winter at BMW Mini. He was very professional and supportive in my trade in and purchase of my new car. The whole experience was very friendly from entering the car showroom. This was my second business transaction with BMW mini and I can sincerely state it was a real pleasure in dealing with Josh. Thank you. Mr Watt.

Went to have some wiring removed, simple job but due to a hand injury I couldn't manage it. Max completed the job in minutes. The Service team, apologies, forgotten their names (possibly Laila and Nick?) wouldn't accept any payment! In this day and age that is a remarkable and much appreciated gesture, one which means a lot to any biker!

I had the best experience with BMW especially Jess Read. From my initial call, guidance and advice to collection I was completely blown away by her professionalism and knowledge of BMW. I had originally gone to BMW with apprehension and intended to buy a second hand car but as the rates were excellent on the new car I was given the best advice and chose that route. I was kept up to date throughout and nothing was too much. On the collection day I was again met by a very smiley, enthusiastic Jess who talked me through setting up the car and how it all worked. Jess is an asset to BMW and now i've bought from BMW I will always return.

Had a bad experience with other broker, but this dealership did their best especially Methew and Kyle, they satisfied about my vehicle and their dealing was top notch

Great service staff very helpful and friendly in dealing with my purchase highly recommend

Exceptional customer service from Jess and Kyle, quick and easy process and great aftercare.

Experience from start to finish has been exemplary, Ashley was very courteous and amazing with Antonia explaining all details about her new car, big shout out to Kyle who assisted on day of handover amazing experience, BMW should be proud of both employee's

We were made very welcome and given lots of useful information. Our Sales Consultant Josh Winter was excellent and helped us totally.

Absolutely brilliant service throughout the purchase.Professional friendly service Paul was superb in every way and couldn't accommodate us enough with any questions and help. Thank you

Paul was great in every way even helping on his day off what a legend thanks for everything

Absolutely amazing from start to finish, Owen Warren has been amazing asking how everything is going nothing is a bother he will sort if there is a problem
Thank you 😊

Very personalised, excellent care. Kieran made it a very simple process, whilst supporting me every step of the way. Communication perfect, transaction problem free and I absolutely love my new car! Thank you so much.

The buying and Part Exchange was handled in friendly and professional way, everything was explained and I was very happy with the whole experience

We had a lovely experience choosing our new car. John Groves is a lovely man, very knowledgeable around the cars and generally a lovely happy chappy! Explained everything to us and got us all sorted with the most perfect family car.