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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.
389 ratings and 224 comments received in the last 90 days.
05 June 2025
Andrew despite his best efforts was unable to get the free 5 day insurance which caused a bit of hassle.
03 June 2025
Jordon went through everything throughly with me
31 May 2025
I found the salesman very easy to talk to and explain that I was just looking around and was considering what my options were when choosing my next major purchase as I had no idea what make or model of car I was considering to purchase.
22 May 2025
Polite salesman who knew all about my car
16 May 2025
BMW York were excellent in every respect. Friendly and informative the salesman (Denholm Powell) could not have been more helpful. He kept me up to date with the process and was very efficient. Communication skills were excellent.
07 May 2025
Excellent handover experience.
05 May 2025
Cameron our salesman was great. Spent so much time with us making sure we got the car we wanted. Waited 5 months but weren't disappointed. On delivery the technical guy (forgot his name) spent ages going through all the workings of the car.
02 May 2025
Friendly , professional and easy to deal with.
01 May 2025
Neil took us round the car and explained the controls to us.
28 April 2025
Good at selling but then not so good once collected. No response to email and no follow up call 2 days after handover
24 April 2025
Friendly informative and straightforward experience
20 April 2025
Completely satisfied with everything thanks
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.
08 June 2025
As above
07 June 2025
I was impressed by how efficient and timely the service was conducted. Will certainly be returning
07 June 2025
Lots of details supplied.
07 June 2025
As above.
06 June 2025
The communication was really strong, and the service was pleasant and fast.
06 June 2025
I am satisfied with the work and reporting of the service
05 June 2025
See my response to your previous question
04 June 2025
Same reasons given in other boxes.
04 June 2025
Sarah kept me informed on everything that was going on with the service and additional work that was required. A credit to the service team.
04 June 2025
Professional staff looking after me
04 June 2025
Proactive updates on progress
03 June 2025
Good customer service
02 June 2025
See above
01 June 2025
VERTU BMW YORK kept me informed every step of the way and the complimentary vehicle report is a great way of knowing if any future work may need to carried out
31 May 2025
Technical service warrants 5stars - one star off for poor customer service on collection. Waited 10 minutes at reception when collecting car without any approach from staff and then had to ask for attention.
31 May 2025
Sarah, services advisor was exceptionally helpful, professional and efficient whilst being friendly and courteous.
30 May 2025
Too long a wait at the dealership ! I would definitely require a courtesy car Or just get the train home 45 miles next time
29 May 2025
Easy check in , good feedback , updates .
28 May 2025
See the above.
27 May 2025
Megan is very personable and helpful
27 May 2025
Smooth, efficient and the car was delivered back valeted and looking brand new.
26 May 2025
easy to book, ready when expected and nice and clean!
26 May 2025
First class service
26 May 2025
See above - time.
25 May 2025
My satisfaction
24 May 2025
As above
24 May 2025
Really helpful staff, even when my lease provider was proving less than helpful!
24 May 2025
At times the reception does appear a little under resourced
23 May 2025
As above
22 May 2025
Very quick and informative
22 May 2025
All done in a timely manner
22 May 2025
Excellent service and video
21 May 2025
Very friendly customer service team, interior clean was just ok, exterior good, sat for a while when collecting car, when appeared was all ready to hand back and no one else was waiting
21 May 2025
Megan again brilliant service
20 May 2025
They did everything they said and on time
19 May 2025
All good no issues ready early
19 May 2025
Excellent customer service
19 May 2025
Very satisfied that issue was fixed
19 May 2025
Excellent experience, no delays, customer service exemplary.
18 May 2025
Poor
18 May 2025
I've deducted 2 stars, when I used to go to BMW Malton you could be there for a while but they had a refreshment station for their customers, at York there is nothing, so I wouldn't go to York for a service. I really wanted the health check
18 May 2025
The service department delivered what was required. Thank you.
17 May 2025
Car still under warranty. Took it in problem repaired all ok
17 May 2025
Just good all round service
16 May 2025
In for an oil service, to be ready by 3pm. Sophie your very knowledgeable and helpful Service adviser kept me notified including send an inspection video. Then told me in very good time that my car was ready. It was and spotlessly clean too.
16 May 2025
Had to chase several times to get an agreement to book car in for warranty work.
15 May 2025
Extremely satisfied with all of those with whom we came in contact with at BMW They showed sympathy and understanding with the major problem with which we were confronted. Thank you again to Megan and Charlie
14 May 2025
Sarah was flexible and understanding re. pickup time and reacted promptly to information I provided re. my service pack (see below). There was no attempt to upsell me unnecessary work at the dealership via the vehicle health check process.
13 May 2025
Car drives well after, didn't mess with too many controls/radio
13 May 2025
Lovely clean and valet as well
13 May 2025
Great service and scenarios catered for.
12 May 2025
Good. Free checkup and a carwash
12 May 2025
Good service reception staff who always try to help
11 May 2025
See above
09 May 2025
Very easy
08 May 2025
As above.
06 May 2025
Really smooth communication (once i'd booked a recall date) with everything working to plan. Work undertaken on time and loan vehicle process really quick and easy.
06 May 2025
Same reason as the above answer
06 May 2025
Very friendly, helpful and courteous
05 May 2025
Really helpful staff
05 May 2025
As stated above.
04 May 2025
The service was great from start to completion. All friendly staff, pleasant atmosphere, and very clean and tidy enviroment.
04 May 2025
Competent trained staff
02 May 2025
Responded to my need to get a repair done quickly before going on holiday. Helpful staff. Phone answered speedily when called. Much more customer focussed than my experience with Strattstone BMW in Harrogate.
01 May 2025
Easy to book, great customer service from Sarah
30 April 2025
As above
30 April 2025
.
30 April 2025
As above
29 April 2025
The recall was carried out very efficiently . It was free!!
29 April 2025
Went in for a brake fluid changed fast efficient and informed at every stages from booking, during the service and receiving my car back.
29 April 2025
Welcoming staff and service well priced.
29 April 2025
Simple, organised and easy.
28 April 2025
ALL EXPLAINED AND CARRIED OUT UNDER TIME EXCELLENT
28 April 2025
See previous note.
28 April 2025
Could not wish for better services and information.
27 April 2025
See above
24 April 2025
Customer service is fine but the cost of a relatively simple brake fluid change appears unduly expensive.
22 April 2025
No issues, everything done as expected and requested
22 April 2025
As above - high level of service and courtesy facilities.
22 April 2025
Again the team at BMW York were superb
22 April 2025
Automated check in service wasn't working - it allocated a completely incorrect reg number to me which stuck with me the whole day even though it was clear what the reg of my car was and it had never been anything else. Car was dirty when it was retu
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
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.
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
Could not be bettered.
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
Video feedback is great
15 April 2025
Very imformative
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.
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
Pleasant, staff courteous and helpful.
31 March 2025
Nothing to say, service was carried out as requested.
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.
30 March 2025
Car running smoothly and all points attended to
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.
29 March 2025
Everything is conducted efficiently and as agreed
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.
28 March 2025
Again, very prompt, pleasant and helpful.
27 March 2025
Very pleasant young lady and did assist at squeezing my car in to accommodate my original planned time,
27 March 2025
All done in reasonable time
26 March 2025
Nothing to fault
26 March 2025
Helpful and friendly staff.
26 March 2025
Very polite
26 March 2025
Friendly customer service, everything was explained in advanced. Car service was completed well in time.
26 March 2025
Inspection carried out also wash and vac. Still bits left in footwell after the vac
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
Was kept up to date every step of the way from the friendly service team
26 March 2025
DElaership is too far away now you've closed Malton.
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.
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.
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
Same as the comments in previous answer. Sarah by the way was great.
22 March 2025
Complimentary car wash let the overall experience down
22 March 2025
As above
22 March 2025
The service was very good
22 March 2025
Great team
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
Very friendly team
21 March 2025
The job was completed swiftly and all staff were extremely polite and helpful.
21 March 2025
Kept me informed at each stage. Gave me a place to work whilst I waited for my car service.
20 March 2025
Easy visit and dealt with everything.
20 March 2025
Lovely staff. Straight to the point.
20 March 2025
Attentive staff and very helpful
19 March 2025
Great comms and customer care
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
Excellent service. Sophie Cook was great.
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.
18 March 2025
Managed to diagnose a very strange fault, provided a courtesy car throughout and very friendly service from the department.
18 March 2025
All good, no complaints
18 March 2025
Great service -very happy !!
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
Always first class
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 ??
15 March 2025
Very satisfied
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
See above
14 March 2025
Very friendly and helpful
14 March 2025
Staff
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
Very polite service. Kept me updated with work being completed and timescales as I was waiting
06 June 2025
From the lack of information, poor communication, no handover, being passed from one member of staff to another, rude and unhelpful reception when trying to make a complaint.