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5.0SERVICE
4.0Our 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.
293 ratings and 139 comments received in the last 90 days.
03 April 2024
The sales team were helpful. In particular, Michael Hughes and Adam Camp.
21 March 2024
Fantastic
14 March 2024
I truely recieved a personal fully supportive sales service that made me feel special.
11 March 2024
Gavin took me under his wing as a new sales person to me and he got what I wanted with the service I requested and also got the car I wanted
11 March 2024
ALL WENT WELL AS I EXPECTED FROM THIS DEALERSHIP
08 March 2024
Sales staff were very helpful and knowledgeable, the showroom which I understand is temporary was poor.
07 March 2024
As above really, grest from start to finish
06 March 2024
Every thing done to get the car we wanted in good time
06 March 2024
James the sales man was extremely helpful and found me the car I wanted
06 March 2024
As always, it was a joy.
02 March 2024
Yes Gavin was very helpful and knowledgeable, going out of his way to make everything straightforward
28 February 2024
The salesman Adam was very friendly and helpful and looked after us very well
27 February 2024
Well organised and good communication from garage
23 February 2024
I have used the centre for over 14 years and always had good service on the whole. The preparation of the vehicle upon delivery could definitely be improved though. I was very disappointed to find the osf wing had been painted poorly.
22 February 2024
James Dixon my sales representative was extremely helpful, couldn't do enough for me during the whole process.
22 February 2024
A little late but best things come to those who wait. Was well worth the wait
28 January 2024
It was a shame it took so long for our car to arrive owing to manufacturers. However Peter Phipps ensured we were updated, so we held on until the car of choice arrived.
27 January 2024
Always kept updated and nothing was too much trouble
19 April 2024
Very pleased with my recent service experience which was carried out smoothly, efficiently and within the time period advised-no shortage of liquid refreshments offered and always somebody updating me of the work progress during my wait.
19 April 2024
Good service
17 April 2024
Reported possible fault not resolved, could not be found but continues to occur.
16 April 2024
Service completed as agreed, all work and condition of car explained.
15 April 2024
Friendly staff, great facilities
15 April 2024
Would have rated higher but felt that Exeter could have updated me on Wednesday in time for me to collect car earlier. As it happens, Thursday was an extra day that I didn't need to spend away from home as work on the car was completed Wednesday
14 April 2024
Excellent customer service
14 April 2024
Booked for March on the app got an email to confirm, then a few hours later, another email to say April was the only time available.
14 April 2024
Had to wait quite a while before getting booked in for a service, also they didn't do the complimentary valet which was a bit annoying
13 April 2024
Pleasant and comprehensive.
12 April 2024
Got the car back same day
11 April 2024
Again brilliant people and communication
07 April 2024
It was necessary to book too far in advance
07 April 2024
I had to remind the service staff I had a service plan as there was going to be a charge for my MOT. I was also told I would have a phone call on Thursday morning to update me on the progress but this didn't happen
07 April 2024
Car was returned with incomplete work, a small defect not reported properly, Adblue not topped up and incorrect tyre pressures. I complained to the service manger and matters are being put right, however basic errors like this should not happen!
07 April 2024
Good service, but pricey
05 April 2024
Prompt service friendly staff
05 April 2024
Everyone was very friendly and helpful.
04 April 2024
I found the communications and case management a bit chaotic. I realise they are in temporary premises but there seems to be a move for style over functionality. I do not need a conciege to greet me at the door and walk me to the service reception.
04 April 2024
Very happy
04 April 2024
Efficient and friendly
03 April 2024
Reception staff a little rude when I took my car in for service. She insisted I log in electronically although I had other issues to discuss with the service desk
03 April 2024
Superb
02 April 2024
On booking, had to wait two months for a service appointment and did not complete the service schedule.
01 April 2024
Have used this dealership for servicing all 4 of the BMW vehicles I have owned and am happy to continue to do so.
01 April 2024
It took nearly 3 months to arrange a service booking, no courtesy car provided despite the car being in for 5 days. Unauthorised work carried out and the car returned dirty
31 March 2024
They offered a complimentary wash but it wasn't carried out - shame really!
29 March 2024
Being in temporary premises cannot be easy, there were a couple little mix ups which were readily sorted out
29 March 2024
Not yet had its first service.
28 March 2024
Everyone was very professional
27 March 2024
Excellent service & support from Vertu BMW Exeter, as we received from Westerly BMW. Both our BMWs were bought from Westerly Exeter.
26 March 2024
Friendly,knowledgeable, prompt.
25 March 2024
Would have given full marks but do think service costs are too high
25 March 2024
My last visit was a step up in customer service from the past with all staff members having a much better approach and attitude to the end users.
24 March 2024
Far more friendly than the last time I visited. Felt much more valued.
24 March 2024
Work was completed on time and with no problems
24 March 2024
Explanation of what had been done and the check that had been completed when I collected the car.
24 March 2024
I paid for an additive to the fuel but was told some mechanics add it to the fuel and others put the container for the owner to do. There wasn't one in the car and so assumed this had been done. But has it? If there is no standard procedure.
21 March 2024
Very efficient service
19 March 2024
See above
19 March 2024
As above
19 March 2024
The points of concern were all covered in great detail.
19 March 2024
Same as above.
19 March 2024
The service related to a failed sensor (under the warranty). All good. There were two visits. Each time I was asked if I wanted the car washed/valeted. On pick-up, not done - invited to wait 30 mins. I didn't - it should be done timely with service.
19 March 2024
Everyone is so helpful
19 March 2024
As above
17 March 2024
Friendly staff, service was completed more quickly than expected.
15 March 2024
Availability - no courtesy car or even collection service available over a six week period Communication from call centre was dreadful - cannot provide confirmation email, advised wrong drop off time Service took twice as long as expected.
15 March 2024
I received a very good service and Gavin made the process easy and smooth my new car was delivered in a timely fashion and helped me get a deal at the price that I was looking for.
15 March 2024
Despite some initial parking issues, as at a temporary location, a good welcome and efficient service.
15 March 2024
Fabulous workshop staff who explain everything very thoroughly & professionally. The temporary premises seemed to give the showroom staff less enthusiasm & helpfulness than I've previously experienced. Felt less customer satisfaction than previously.
14 March 2024
The service team always go above and beyond and generally the car is ready when requested and appreciate the courtesy wash and vac.
14 March 2024
Fast and efficient.
14 March 2024
Kept me informed of progress and extra work needed
14 March 2024
I couldnt fault the experience from drop off, to pickup and the ease of getting a courtesy car arranged.
14 March 2024
Arrived in advance of an 8.30am appointment with prior confirmation that replacement part was available for what would be a "pretty quick job". 3 hours later no action but patience wearing thin. Update requested and finally repaired 1/2hr later.
14 March 2024
This was due to your customer call centre and their approach to my call not the service provided by Douglas at your car dealership at Marsh Barton. I have sent a complaint to you on this matter
14 March 2024
Mildly satisfied
14 March 2024
Didn't vacuum inside the car as was offered.
11 March 2024
Couldn't fault the prompt service and the service advisor was very helpful (unfortunately I can't remember his name)
11 March 2024
Very good customer service, a little quicker initial contact would have given a 5 star rating
11 March 2024
Cost, cleanliness good. Disappointed gas struts have an expiry period that was missed last year unbeknown to me .
09 March 2024
Everything done ok and kept me informed and picked up car as it is struggle for me.
08 March 2024
Very friendly staff and try to help whenever possible.
08 March 2024
Six weeks to book a service, failed MOT, car then unusable for two weeks.
07 March 2024
we were well looked after especially when warranty work took longer than anticipated. Dionne phoned us at home to make sure we got home safely excellent
07 March 2024
Excellent friendly staff. Seamless from start to finish
06 March 2024
Professional and friendly service. Douglas kept me updated on the progress on my vehicle, always returned my call and answered any questions I had
06 March 2024
Dani, your Service Advisor, was excellent, keeping me in close touch with the work that was to be done. The car was ready when promised. So no problems at all. The complimentary video service check was very useful.
05 March 2024
Quick and easy to book in work. Adam ensured a courtesy car was ready
04 March 2024
Because of the time taken to get my vehicle fixed when the issue was reported on the first day of ownership
04 March 2024
Transparent
03 March 2024
Still no resolution to issue - multiple excuses as to why but the initial fault diagnosed has still not be addressed with the corrective action promised.
02 March 2024
Service manager was excellent in sorting the problem quickly
29 February 2024
Very comfortable there but none of the staff seemed to want to talk to you. Or should I say get into conversation with you
28 February 2024
Fast and friendly
28 February 2024
the work was not done in time promised the parts were not ordered
28 February 2024
See above
28 February 2024
It was easy to make the booking from a helpful staff member. On my arrival I was assisted by a friendly lady who assisted in checking my car in.
27 February 2024
The issue hasn't been fixed and been back now for the third time
27 February 2024
Prompt service price paid exactly what I was quoted
27 February 2024
They fixed the problem
27 February 2024
Even had a snack and coffee whilst waiting
27 February 2024
Car was fixed as was planned ,very helpful
27 February 2024
Very good overall
27 February 2024
See previous comment
27 February 2024
Disservice was good. They even picked up my car from my house because it was the second time I took it in and dropped it back off for me. I wasn't happy with the repairs.
27 February 2024
My booking was wrong. I can a month early but they got me in last minute
27 February 2024
Rearranged date for service to suit my availability.
26 February 2024
Ease of booking, notifications, pick up from home & after service informing .. just few reasons why I'd recommend
26 February 2024
Timely and competent
25 February 2024
?? satisfaction from staff
25 February 2024
the service and repairs to my car were done efficiently and cost effectively
25 February 2024
Staff went a step beyond to make life easy
23 February 2024
Adam was an excellent service manager, keeping me informed and dealing promptly with issues.
23 February 2024
was very surprised at the cost of replacing a battery (emergency S O S ) being £490 - I was informed that a goodwill gesture by B M W could be possible as there had been a change in design whereby the battery was now in the boot -no response yet
23 February 2024
Work carried out and completed within time agreed
23 February 2024
This was one of my better experiences - I felt listened to and the service team did what they said they were going to do and did it on time. The wait for a courtesy car is ridiculous though. You should look at that and consider the upsell opportunity
22 February 2024
Parking was awkward
22 February 2024
Very good although I did not receive a video health check as I have done previously.
22 February 2024
I am disappointed with customer service I receive from a top end car specialist. I would not recommend BMW due to this and as soon as I can financially afford to I will be getting rid of my car.
22 February 2024
Work carried out on time
22 February 2024
The car feels good. See above
22 February 2024
Dropped car Friday AM, told I would have my car by 5pm. Phone call at 3pm - they didn't have the part and would not release my car until Monday as it was 'unsafe'. This was a recall, so it must have been 'unsafe' since it was purchased
22 February 2024
Had two issues, broken rear reversing camera which is now covered under warranty. SOS not working illuminated on dashboard , I asked if this could be checked but was not informed of a diagnostics charge of £60 which I had to pay. Apparently a batte
22 February 2024
Vertu collected and delivered back my car, service all done as indicated, car clean, good service
22 February 2024
Professional. Delivered what was promissed.
11 February 2024
Better service at Vertu Exeter,found out was told incorrect info from the customer services, meaning I was without a car for nearly 2 weeks, and cost me £70 to get diagnostic from another garage when it should have gone to Vertu from the beginning.
04 February 2024
I made an appointment for vehicle recall regarding Exhaust Gas Recirculation (EGR) replacement, When I went to collect my car, I've to ask them myself if the work was done and only then I found that it wasn't and neither I was given any dates for it.
29 January 2024
Was asked if car wanted to be washed and hoovered, it was only washed and not that well unfortunately, I know it's a free add on but had emptied car out completely so it could be hoovered and this was not done, apart from that service was perfect
29 January 2024
just poor service, on the two occasions
29 January 2024
The local team are excellent and have a very strong focus on the customer, explaining what's going on and why. They also worked hard to find a slot that helped me. The survey form is also flawed - it wont save unless 5 stars are clicked
28 January 2024
Not enough air was in my car car tyres. Ie the 2 new tyres did not have enough air put into them. And the two existing tyres appear to have had air reduced from them. Therefore, I brought my car in ilwith enough air in the tyres, but after the servic
28 January 2024
As above Good pick up service. Work completed quickly
28 January 2024
Overall I am satisfied with my experience, however the last 2 times I have had work completed with you I have asked for the car to be cleaned, on both occasions this wasn't done. I don't see the point of offering a service if you don't carry it out.
28 January 2024
On collection of car, had phone call saying ready to collect When to bmw Exeter input my reg into the machine, not ready to be collected Then informed about error over phone Spoke to a tech said he phone me back never did, as wanted to know if lin
27 January 2024
Efficient and good communication
27 January 2024
Only Vertu will know why they allowed a vehicle to be removed from their premises with serviceable engine components removed. The car was collected by another mechanic following mis-diagnosis of the original issue.
27 January 2024
My warranty wasnt on the system and the person who contacted me was very rude and accused me of not having one. He spoke down at me left me a rude message very sarcastic saying he had waved the fee for the battery and said he can find my warrenty.
27 January 2024
Booked for safety recall plus advised 2 other jobs, neither were done? Vehicle not cleaned as requested.
19 April 2024
James Dixon was excellent