Vertu Motors - BMW Sunderland Reviews 

Absolutely amazing service from Paul Thompson at BMW Sunderland live my new car it’s amazing and Paul even came in on his day of for me to take delivery as it’s the only day I could go

My experience was great from start to finish I would recommend to friends if they were interested in buying a car to go to Vertu motets also the staff are very friendly and Kathryn was dealing whith me answering all my questions she had alot of time for me showing me around car great experience thanks

Everything from the first call to take delivery of the car 1 week later thanks to Paul Thompson at Sunderland

BMW sales
Nicki the salesman was genuine and excellent at explaining everything fully. That’s why I always deal with Vertu

Very helpful and informative salesman in Olly nothing was too much trouble for him. He made us feel very welcome and comfortable. He showed us how everything works and set up all the informent details on the screen. Couldn’t ask for more. Well done Olly and the team at Vertu Sunderland.

Kyle Archer the sales person that sold us our new car , was so helpful from organising three number plate changes , giving great service and really good advice on the car that would best meet our needs .

I am extremely happy with Vertu BMW Sunderland and very happy to recommend them to my family, friends and colleagues. This is my third purchase from this garage and my experience was as good as the first. The best I’ve ever had when buying a car, excellent is an understatement. From start to finish, where the relevant staff, Chris Davies, (primary sales executive), Martin Grimes (financial advisor) and Greg Cathrae (sales manager) made me feel extremely confident in the process as they guided me through the best financial deal appropriate to my needs. My primary contact was with Chris Davies who was assisted by Martin Grimes the financial advisor. Chris was very attentive and listened carefully to ensure he delivered the best deal for me that satisfied all of my requirements. The financial documents were issued accurately, timely and securely, which again offered me a high degree of confidence in the process. Chris then followed this up by provided all aftercare assistance. Greg Cathrea, oversaw the process to ensure i was happy with the deal and any concerns i may have either now or in the future. He offered his contact details if I needed any assistance.

It didn’t feel like the usual sales pitch experience you get from most garages, it felt like they truly cared about making sure I found the car that i was looking for and that the deal we agreed was right for me and my personal circumstances.

If you are considering the purchase of a BMW, new or second hand, definitely definitely get in touch with Vertu BMW at Sunderland. Chris is my man, but the whole team are top drawer and wont let you down. I love my new M3 Touring, it doesn’t get any better!

Professional service from start to finish.

Excellent to deal with and Olly went above and beyond, definitely recommended

Very friendly team who made sure we got the car we wanted. We lived hours away so I’m thankful that they offered to deliver the car to our door. Thanks goes to Nicki and his manager who helped us with financing, and a lovely gentlemen ( sorry didn’t catch his name!) who drove our car for nearly 6 hours so we didn’t have to. Thank you team, we love our new addition!

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.