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4.5SERVICE
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.
341 ratings and 185 comments received in the last 90 days.
29 November 2024
In July I had a mixed experience trying to order a vehicle after James Dixon had departed. His replacement was lackadaisical. I had to resort to Facebook and Messenger for action. Fortunately Richard Perret (10/10) took my order on the 12/7.
27 November 2024
Richard perrett was my salesman and he was wonderful with the sales process and kept me upto date with info. Also was a excellent hand over
27 November 2024
Very good service - Richard Perrett at Vertu Exeter is very good to deal with, knows the car and the business, and it's a real pleasure to have him look after me (he sold me my first BMW almost 25 years ago and has just sold me my ninth)
27 November 2024
Everyone i spoke with during the purchase and handover was very friendly and made the whole experience quite special for me.
26 November 2024
Excellent service. Very professional and communication good.
21 November 2024
Really satisfied with the Brilliant Service we received from the minute we walked into the showroom, We were met and greeted by Richard Perrett and he fully explained all the working and ins and outs of our new Bmw X3. Every thing went so smoothly
19 November 2024
From start to finish it flowed perfectly
08 November 2024
Really enjoyed it ! Richard Perrett was our sales person. Nothing was too much, efficient and friendly. Thank you
06 November 2024
Ben Parsons is a good sales person
03 November 2024
We dealt with very professionally, answering all our many questions.
03 November 2024
Again as explained above Myers helped with our purchase....he's very good with technology and very patient in showing all new technology
31 October 2024
My whole experience was seamless. Michael Hughes was exceptional and made my handover special.
28 October 2024
Always a big deal collecting a new car and although the salesman did his best I was expecting the car to be inside the showroom for the big reveal but was disappointed to see it in the car park due to no notice work taking place, next to my new car!
25 October 2024
A very satisfying experience and again, Richard Perrett explained the onboard systems very well, and set up some of the menu's which even me at 86 years of age was able to enjoy the driving experience of the new car immediately.
24 October 2024
Nothing was too much trouble and time was given to me
20 October 2024
We found the staff very knowledgeable in answering all our questions and were kept informed regarding delivery
17 October 2024
Rich P went above and beyond expectations.
07 October 2024
As mentioned I can't praise Richard enough for his help with purchasing my new car, he explained everything so well and kept me updated throughout, it really was a smooth and easy process from start to finish. 10/10 experience.
04 October 2024
Personal attention from Richard Tyson
03 October 2024
The staff gave me every attention, giving me answers to all my questions. The premises are most welcoming, with the reception staff offering refreshments.
03 October 2024
Very pleased with Vertu and BMW .
03 October 2024
Every thing went smoothly
03 October 2024
Felt very personalised, first class
02 October 2024
Not satisfied ...the car had been rushed in the preparation, the car had not been check properly, for example- rear tyres were inflated to 3.2 bar each instead of 2.3..! I found this the following day when checking the vehicle status. There was more.
02 October 2024
The experiences prior to the car purchase made me seriously consider at one stage cancelling the order. Calls to Vertu were not actioned, mis-information was provided and generally communication between Vertu personnel was less than efficient.
01 October 2024
Very helpful
29 September 2024
The experience was very good. Richard advised me if I had any problems whatsoever to get in touch.
28 September 2024
Very satisfied, the 420i is a lovely car.
24 September 2024
Sean is very good and also really helpful.
17 September 2024
Very happy with your salesman who was thorough and kind. Having the car under a cover was a nice surprise.
14 September 2024
The salesman, Richard Perrett, worked hard to find me a car at a competetive price. Also offered 5 year servicing deal.
04 December 2024
Prompt & efficient service, & answered all my rookie questions in a helpful & patient manner!
04 December 2024
Everything done well and within time.
04 December 2024
Although mybcar is not new it always feels like a new car when I drive away
04 December 2024
All as planned
03 December 2024
Everything went well.
02 December 2024
Work that was done to the car seems to be very good.
02 December 2024
Everything was dealt with expertly and quickly
01 December 2024
Appointment time was spot on and customer service person very helpful and efficient.
01 December 2024
Everything was fine except the car they lent me was drained of fuel. Literally about 40 miles left in the tank. So I had to put so petrol in but ended up leaving much more fuel in than I left. Felt a bit cheeky.
01 December 2024
Good job done
29 November 2024
Work on the car was fine and it was returned very clean!
26 November 2024
Service conducted as per schedule with follow up report and video health check provided.
25 November 2024
Good service
25 November 2024
Excellent customer service.
24 November 2024
Excellent service and the best dealer
24 November 2024
No communication from Vertu Exeter. Overcharged and warranty not honoured
24 November 2024
Knocked off 1 star as post visit inspection report and video we're not automatically sent
22 November 2024
Did all I asked
22 November 2024
I told the lady checking my car in that morning that I had a problem with the boot lock and asked if it could be looked at. She said no problems and then when I asked the lady handing the car back if it had been checked, there was no handover.
22 November 2024
Booked weeks n weeks in advance Courtesy car was offered so I could leave the car all day Paid £25 for fully comp insurance! Then car not done but not Sat Nav upgrade !! Very annoyed as having to book mid December now & sit wait 4 hours in garage !
21 November 2024
Car delivered 10.10 for routine service, MOT, and recall re air-bag. Car available for collection at 18.05. Seems a long time
21 November 2024
The intermittent fault with my newly purchased car was taken seriously from the outset and the process to diagnose and subsequently repair the problem was quick and completed to the fullest extent. Very impressed by the way this was handled by Vertu
21 November 2024
Central switchboard ??. Go back to local attention. Return calls promised but not fulfilled. Parts failing after four years ????? Car returned dirty despite offer to clean.
20 November 2024
Good service don't like no personal contact when dropping car off
20 November 2024
A very disappointing experience this time around. No communication -updates didn't arrive when they were promised, and I was even lied to at one stage. Was then told I'd hear from customer care, but never did. All in all, wholly unsatisfactory.
19 November 2024
Great service
18 November 2024
Last service was OK but Vertu has been unable to offer a slot for MOT before it runs out- after sending me an invite to make an appointment!
18 November 2024
There were no adverse issues
18 November 2024
Always satisfied after my car has been at BMW
18 November 2024
The one complaint I have is that when my service was completed no one from Vertu Exeter called me to let me know. When I called Vertu myself at 4pm I was told my vehicle was ready and someone had tried to call me. No one from Vertu had called me.
18 November 2024
Always room for improvement
17 November 2024
Mr Melhuish very good. Hope you can keep him. Unfortunately, the engineer forgot to re-install a cover under the bonnet which I did not discover until a few days later. I should have lifted the bonnet to check that all looked in order before I left.
15 November 2024
No service video sent through. Had to request it to confirm the work they stated required doing. Also dismayed at the unnecessary comment in the service history that effectively devalues my car
15 November 2024
Courtesy cars x3 all good, staff helpful.
14 November 2024
Video of car which went in for Mot
14 November 2024
Waited 6 hours for a oil change and mot on a while you wait service. Only told me of issue with tyres after 3 hours then took 3 hours to change 2 number
13 November 2024
Really good experience and a wonderful cup of hot chocolate also the complimentary bus passes to get into Exeter.
13 November 2024
Addressed my concern efficiently
13 November 2024
Excellent service & complimentary MOT. I needed two new top of the range Michelin tyres. Had to purchase them for £660 as BMW would NOT price match.
11 November 2024
It took 3 1/2 hrs for a not and wash ... I arrived at 2 pm and left at 5-30 pm even though there was not a problem on the MOT .. apparently the staff FORGOT TOTELL ME MY CAR WAS READY I had to ask the manager to investigate !!!
11 November 2024
Friendly and helpful service.
11 November 2024
Parts were good but communication not up to standard
10 November 2024
Courtesy car had almost no charge so I had to wait 2hrs as no other vehicles were available. I then had to repeat the wait for the vehicle to charge a few days later. I did ask for a petrol vehicle but apparently none were available
09 November 2024
My previous experience was not a good one however on this occasion there was a significant improvement in standards relating to customer service at reception.
08 November 2024
I was told bring you car in first thing & collect it after 4.00pm I arrived just after 8.00 am & dropped my keys & left. At 5.00pm my car wasn't ready & I had to use a curtesy car to get home my car wasn't ready till lunch time next day.
07 November 2024
work completed on time .comfortable waiting area. Pleasant staff.
07 November 2024
There was always somewhere to see whether I was OK while waiting and offering me coffee and food. Everyone was very friendly
06 November 2024
Very Good customer service. A place to work while I waited for the car was much appreciated. as werethe coffee and snacks.
06 November 2024
Staff were friendly, helpful and went well out of their way to resolve my issue with my car.
06 November 2024
We dropped the car off at 9.00am and were advised it would be ready between 11.00 - 11.30, however it took another hour!
06 November 2024
Everything went smoothly from start to finish
05 November 2024
The showroom hostess was a positive part of the experience. I was disappointed that an oil change was so slow and there was more delay waiting for paperwork to be completed.
05 November 2024
We felt that we were an inconvenience to the service team.
04 November 2024
Poorly organised, total lack of personal service. Must try harder
04 November 2024
Took a long time to answer the primary call but excellent service once I was put through to Exeter
04 November 2024
The actual MOT service itself was as expected.
01 November 2024
The staff we're extremely helpful and proactive on any problems I had.
28 October 2024
My service preferences kept on record. Speed and courtesy of staff
24 October 2024
On entering the premises I was escorted to the service department & told to wait as someone would be with me soon - as I have arthritis & have a stick it would of been nice for them to say take a seat & wait !
24 October 2024
Everything completed satisfactorily the service employee Danny was absolutely fantastic kept me informed of progress and was a pleasure to deal with
24 October 2024
Helpful kind staff always offering to help for both sales and service
24 October 2024
Friendly and professional. Completed well on time and the bill was not too eye-watering!
24 October 2024
Because despite having had my car booked in for ages they did not have a part needed. This meant they had to keep my car overnight. I was given a courtesy car which was great but I had to make alternative arrangements and sort out cover at work.
23 October 2024
Really take care of the problems on time
23 October 2024
Smooth and easy service.
22 October 2024
Very clean and welcoming
22 October 2024
Very happy with Amber but only half of the interior of my car was vacumed not sure why.
22 October 2024
Friendly and helpful staff
22 October 2024
My car was booked in for over a month for a full service... On the day of the service, I phoned at 4.40pm to ensure my car was ready to collect, only to be told that it needed brake pads/discs! This was a real problem as it was a friday afternoon!
21 October 2024
Easy to book, drop off, collect, good VfM
20 October 2024
Staff was very helpful
17 October 2024
Everything that needed doing was carried out extremely well and the information provided both verbally and in hard copy was well documented.
17 October 2024
All good and impressive vehicle check video
17 October 2024
Phone coverage is non existent and wifi is not great, so difficult to work whilst waiting
16 October 2024
I feel that they could not have done much more than they did. Anna, Dani and Tom I would mention specifically as being a pleasure to deal with.
16 October 2024
Extremely helpful and welcoming gentleman (Adam possibly?) talked me through the process of just a recall, sorted me out with a fully charged courtesy car as I live far away and rung as soon as the work was completed so I could miss the rush-hour!
16 October 2024
A great facility to work from whilst the vehicle was being serviced.
15 October 2024
All the staff i spoke to were very friendly.
15 October 2024
Process was very smooth from bringing in the car to collection at end of day
15 October 2024
My recent experience of service at BMW was exceptionally good
15 October 2024
Good Service
15 October 2024
Discovered problem and organised spare part. Very disappointing that part was on over 1 month delivery from BMW but then Vertu arranged for BMW to provide a courtesy car as my own vehicle would have to be off the road.
15 October 2024
Great service. I like the refurbished building.
14 October 2024
See above comments
14 October 2024
Could not fault anything
14 October 2024
I was told that my airbag recall would take half an hour and I could wait while it was done. Arriving at 8:30am, expecting to be done by 9am ready to go home and work. Told they needed the car all day for wash and health check. Luckily live nearby
14 October 2024
Car went in for a repair, came back on time and corrected. The people I dealt with were really very nice and friendly.
14 October 2024
The girl on reception didn't note on my sheet that I wanted new wipers which was a bit slack as everything else was so good
14 October 2024
Very satisfied with the staff who dealt with my BMW recall / service
13 October 2024
Great service
13 October 2024
Gentleman on service front desk a little bit aloof, but reception staff were excellent.
13 October 2024
See above.
13 October 2024
The car had gone in to have a dash cam fitted with plenty of notice yet they needed a part which meant I had to return to Exeter (1 hr away) the next day. I was given a reasonable temporary vehicle but it was still a bit awkward.
12 October 2024
Good service
12 October 2024
Quick service and great hospitality / WiFi service
12 October 2024
Very helpful staff. Work done as expected within given time timescale. Very nice courtesy car!!
10 October 2024
You just managed to salvage the following day by providing a loan vehicle but only after I requested it. I gave verbal feedback about the state of my vehicle on its return and the overall impression I have of Vertu.
09 October 2024
It was 10/10
09 October 2024
I've used other main dealers who offer a courtesy car when leaving my car. This does t seem to be an option when booking with Vertu.
09 October 2024
I was asked in the online acknowledgment if I wanted add additional notes - I did, about the Radio not working after we received the car back from the last safety check, so asked if that could be rectified - but does not appear to have been.
08 October 2024
Courteous staff and I was always kept informed as to the progress of the work being carried out. Car returned to me and cleaned inside and out
08 October 2024
Nothing is ever too much!
05 October 2024
Everything seems fine.
05 October 2024
Quite happy with the service
05 October 2024
All good, happy and friendly
05 October 2024
Got to come back again for ordered parts to be fitted but what was done to the car I can't fault
03 October 2024
The York problem was not Exeters fault.
02 October 2024
Work done in the time that they said it would be done
01 October 2024
Good attention to detail.
01 October 2024
They squeezed my service in and returned my car in nice clean condition. The changes they have made to their site makes it much easier to park, overall a great improvement.
30 September 2024
They were efficient helpful and kind
30 September 2024
Great service from helpful staff
29 September 2024
Efficient and friendly service
28 September 2024
All went as expected.
28 September 2024
Perfect experience from start to finish.
27 September 2024
Friendly team and good communication
27 September 2024
The team at Vertu Exeter are brilliant. Polite, helpful and friendly.
27 September 2024
Well trained staff and good to have the mechanics video.
26 September 2024
All work carried out was done in a timely manner. I was contacted for approval for additional requirements and the video of the health check showed all aspects being described clearly. A wash and valet is a nice finish to have.
25 September 2024
Because the service we have received has been gold! The friendliest team ever and I felt so at ease with the whole experience.
24 September 2024
Again, very satisfied but I did call prior as I forgot to add comments on my service, just regarding an issue I wanted addressing on the car but I didn't hear anything back about it, I did forget to ask after, so partially my fault!
23 September 2024
Got very well looked after by the Exeter team. Provided with a work space for calls and brought coffee by the superb reception lady. (Anne?). Really high quality service. I was impressed.
23 September 2024
Staff completed all work (and more) within the time scale.
23 September 2024
MOT and service for £160 what's not to love
23 September 2024
Very happy with the BMW experience. Impressed with the vehicle visual checks, that seems to come part of the package with no cost.
23 September 2024
We have had a service and a repair in the last two weeks. Complimentary car supplied for the repair thankyou, did not expect that.
22 September 2024
Everything ran smoothly as promised.
22 September 2024
Very helpful member of staff who went out of her way to ensure my car was ready on time.
21 September 2024
On time - job done - all questions answered
21 September 2024
As above, timely updates.
21 September 2024
Staff member worked hard to ensure my car was ready the same day when new tyres had to be ordered in.
19 September 2024
everyone was very helpful
19 September 2024
Work was not completed on the day as intended.
18 September 2024
The Courtesy car was ready clean and was of a similar standard to my car. I was kept up-to-date with progress and the video from the technician was very interesting.
18 September 2024
Amber in customer services is extremely helpful.
17 September 2024
Once you actually get through to the people in the dealership Danni is a pleasure to deal with, nothing is to much trouble and very efficient.
17 September 2024
As always quick and easy to deal with
17 September 2024
Couldn't complete required task,would say that staff should not jump to conclusions that they are speaking on the telephone to a male/female ,a number of times I was miss gendered because I have a deep voice , should use name
17 September 2024
Ok but costly.
16 September 2024
Inconsistent service times
16 September 2024
Really good customer service. I particularly like the fact that you pick up and return the car and also the complimentary wash and vac.
16 September 2024
Reasons set out in email to Anna Broom dated 13 Sept 2024.
16 September 2024
Very good
14 September 2024
Explained all was needed and why was squeezed in early as was desperate state on brakes.
14 September 2024
Amber took good care and timely manner
14 September 2024
It is expensive, but otherwise full marks.
13 September 2024
Informative and helpful.
12 September 2024
Job done
12 September 2024
This last visit was much better. I feel they are starting to get their act together after taking Westerly over but still not that family feel.
12 September 2024
Friendly lovely garage.
11 September 2024
Accepted dogs in the waiting area
11 September 2024
Part ordered didnt turn up in time and given £25,reduction
11 September 2024
Waiting time was more than 2 hours which is excessive when the actual time that the MO T takes is less than an hour. It was prebooked at 10.30 as requested by you so should have been ready to driveaway at 11.30 but it wasn't ready until 12.45
04 December 2024
My wife & myself were treated with respect by everyone at Vertu & the sales chief executive came to see me off in the new car ,