I had an excellent experience dealing with Matthew at Vertu BMW Sunderland. He was friendly, professional and knowledgeable throughout the whole process. His communication was clear, he kept me update... See more
Company replied
Location
Switch locationBoldon Business Park, BMW, West Boldon, NE36 0BQ Sunderland, Tyne and Wear, GB
•While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
I viewed a F800GT on website, viewed bike on Friday 7th August and was greeted by Steve Brown who I dealt with some twenty years ago when I purchased a R850R . Steve recognised me instantly, same... See more
Company replied
An excellent experience from start to finish! Nothing was too much trouble, the process was seamless and Christopher Davies (sales) couldn’t have done more to make me feel looked after. Even better I... See more
Company replied
Excellent service by the team especially Paul Thompson who made the whole experience seamless, picked me up from the station (he didn't have to), sorted out the paper works, set up the apps and show... See more
Company replied
Company details
About Vertu Motors - BMW Sunderland
Written by the company
Vertu Motors is one of the UK’s largest and most trusted automotive retailers, with dealerships nationwide.
Specialising in premium vehicles, we’re proud to have a prestigious manufacturer portfolio, offering a choice of new vehicles from some of the world’s leading automotive brands. We also offer an extensive range of used cars and vans for sale from all manufacturers.
With so many quality vehicles on offer, we’re sure you’ll find the perfect make and model for your needs, whether you choose to browse in person at your local dealership or online.
We also provide a full range of aftersales services, and our manufacturer accredited technicians will happily take care of any MOT, service, repair and spare parts work to the very highest standard. You can trust that when your vehicle is left at a Vertu Motors workshop it is in expert hands.
It’s our goal to deliver an outstanding customer motoring experience through honesty and trust, and our friendly team will be delighted to help you on your motoring journey. If you are looking for a new or used car or van, or an aftersales service, contact us today to see how we can help. You can visit us at your local dealership, browse online or call us on 0330 096 7061.
Specialising in premium vehicles, we’re proud to have a prestigious manufacturer portfolio, offering a choice of new vehicles from some of the world’s leading automotive brands. We also offer an extensive range of used cars and vans for sale from all manufacturers.
With so many quality vehicles on offer, we’re sure you’ll find the perfect make and model for your needs, whether you choose to browse in person at your local dealership or online.
We also provide a full range of aftersales services, and our manufacturer accredited technicians will happily take care of any MOT, service, repair and spare parts work to the very highest standard. You can trust that when your vehicle is left at a Vertu Motors workshop it is in expert hands.
It’s our goal to deliver an outstanding customer motoring experience through honesty and trust, and our friendly team will be delighted to help you on your motoring journey. If you are looking for a new or used car or van, or an aftersales service, contact us today to see how we can help. You can visit us at your local dealership, browse online or call us on 0330 096 7061.
Contact info
Boldon Business Park, BMW, West Boldon, NE36 0BQ, Sunderland, Tyne and Wear, United Kingdom
- 0344 659 9408
4.6
Excellent
163 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 96% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Went in to buy was met with a very…
Went in to buy was met with a very creepy guy avoid at all costs
14 August 2026
Unprompted review
Reply from Vertu Motors - BMW Sunderland
Thank you for taking your time to leave this feedback. I am sorry to hear that your experience has left you feeling in this way. We would like to investigate your concerns in more depth. If you could please send us an email to digitalcustomerexperience@vertumotors.com with some further information we can certainly have this looked into further for you. Please quote ref TP1T1708 Kind regards, Dean
Jess was amazing thank you
Jess was amazing and the service I received was excellent thank you. 10 out of 10 Thank you
13 August 2026
Unprompted review
Reply from Vertu Motors - BMW Sunderland
Thank you for your fantastic feedback. We're delighted to hear that Jess provided such excellent service and made your experience a positive one. We really appreciate your kind words and your 10 out of 10 rating.
Many thanks,
Chloe
I had an excellent experience dealing…
I had an excellent experience dealing with Matthew at Vertu BMW Sunderland. He was friendly, professional and knowledgeable throughout the whole process. His communication was clear, he kept me updated at every stage and made everything feel straightforward and stress-free. Matthew took the time to answer all my questions and made sure I was completely happy with the car before leaving. A genuine credit to the dealership,I would happily recommend him to anyone looking to buy a BMW.
14 August 2026
Unprompted review
Reply from Vertu Motors - BMW Sunderland
Thank you for your wonderful feedback. We're delighted to hear that Matthew provided such a friendly, professional and knowledgeable experience throughout your purchase. It's great to know that his clear communication, attention to detail and commitment to ensuring everything went smoothly helped make the process straightforward and stress-free. We hope you're enjoying your new BMW and appreciate your recommendation.
Many thanks,
Chloe
Mark was an excellent salesman very…
Mark was an excellent salesman very friendly, helpful, and informative
3 August 2026
Unprompted review
Reply from Vertu Motors - BMW Sunderland
Hi Dawn,
Thank you for taking the time to leave us such a fantastic 5-star review.
We're delighted to hear that Mark provided such excellent service during your experience with BMW Sunderland. It's wonderful to know that you found him friendly, helpful, and informative throughout your journey.
Providing knowledgeable guidance and a welcoming, customer-focused experience is exactly what we strive for, so your feedback is greatly appreciated.
We'll be sure to pass your kind comments on to Mark, who will be delighted to hear that he made such a positive impression.
Thank you again for choosing BMW Sunderland, and we hope to welcome you back in the future.
Kind regards,
Liza.
I viewed a F800GT on website
I viewed a F800GT on website, viewed bike on Friday 7th August and was greeted by Steve Brown who I dealt with some twenty years ago when I purchased a R850R .
Steve recognised me instantly, same excellent service from him, couldn't recommend him highly enough. Kept me informed with all information I required.I picked up bike today the 11th, looking forward to many rides out.
Thanks again Steve, see you soon.
Mel
11 August 2026
Unprompted review
Reply from Vertu Motors - BMW Sunderland
Good afternoon Mel,
Thank you for taking the time to leave such a wonderful review. It's fantastic to hear that Steve provided the same excellent service you remembered from your previous purchase all those years ago. The fact that he recognised you instantly and kept you informed throughout the process made the experience even more special.
We're delighted that your F800GT was ready for collection so quickly and that everything went smoothly from your initial visit through to handover. It sounds like a great reunion with both Steve and BMW Motorrad Sunderland!
We hope you have many enjoyable rides ahead and create plenty of great memories on your new bike.
Kind regards,
Dean
Excellent service
Excellent service. Jess was very professional and attentive. Would recommend!
6 August 2026
Unprompted review
Reply from Vertu Motors - BMW Sunderland
Thank you so much for your kind words! We are so happy to hear that Jess was able to provide you with excellent service. We strive to ensure that all our customers receive the best possible service. Thank you again for your positive review! Kind regards, Dawn
Highly recommended
An excellent experience from start to finish! Nothing was too much trouble, the process was seamless and Christopher Davies (sales) couldn’t have done more to make me feel looked after. Even better I didn’t feel pressured, just supported. I’d definitely recommend Vertu BMW in Sunderland.
7 August 2026
Unprompted review
Reply from Vertu Motors - BMW Sunderland
Good afternoon Mr Stocker,
Thank you for your fantastic feedback, it’s great to hear you had such a positive experience from start to finish. We’re delighted Christopher provided such supportive and attentive service, ensuring everything went smoothly without any pressure. We really appreciate your recommendation and are pleased you felt so well looked after throughout.
Kind regards,
Dean
***** EXPERIENCE
Knowledgeable, friendly and helpful purchase experience with Josh from the sales team
4 August 2026
Unprompted review
Reply from Vertu Motors - BMW Sunderland
Good afternoon Susan,
Thank you for your kind feedback, it’s great to hear Josh provided such a knowledgeable, friendly and helpful experience throughout your purchase.
Kind regards,
Dean
I recently visited BMW and had an… amazing experience
I recently visited BMW and had an absolutely fantastic experience from start to finish. The customer service here is top-notch, but what really made my visit memorable was Jess. From the moment I walked in, Jess was welcoming, professional, and incredibly knowledgeable. She took the time to understand exactly what I was looking for, answered all my questions and never made me feel rushed or pressured. Her passion for the brand and dedication to helping customers really shines through.The entire process was smooth, transparent, and enjoyable. If you are visiting this BMW location, I highly recommend
31 July 2026
Unprompted review
Reply from Vertu Motors - BMW Sunderland
Good afternoon Annabelle,
Thank you for your fantastic feedback, it’s great to hear you had such a positive experience from start to finish. We’re delighted Jess made such a memorable impression with her welcoming, professional and knowledgeable approach. It’s wonderful to know the process felt smooth, transparent and enjoyable throughout.
Kind regards,
Dean
Fantastic experience
I recently bought my BMW from Vertu motors in Sunderland and the service I received was exceptional I could not fault anything. I want to say a big thank you to Nicki who dealt with me and made the process of buying my car smooth and comfortable as I had not purchased anything as big as this. I would highly recommend vertu motors as a whole they are very friendly and professional to deal with in the car industry.
31 July 2026
Unprompted review
Reply from Vertu Motors - BMW Sunderland
hank you for your wonderful review.
We're delighted to hear that you had such a positive experience purchasing your BMW and that the process felt smooth and comfortable throughout. It's great to know that our friendly and professional approach made such a positive impression.
We hope you're enjoying your new car and thank you for recommending Vertu Motors.
Many thanks,
Chloe
Always good service.Excellent service…
Always good service.Excellent service from Mark Allen. He explained everything very well.A perfect gentleman in every way.He couldn’t have been more helpful.Found all the staff very friendly.
30 July 2026
Unprompted review
Reply from Vertu Motors - BMW Sunderland
Thank you for your kind feedback. We're delighted to hear you received excellent service and found the team friendly and helpful throughout your visit. It's wonderful to know everything was explained clearly and that your experience was such a positive one.
Many thanks,
Chloe
Received our new car last Wednesday…
Received our new car last Wednesday extremely happy with everything . The staff were very attentive and caring, not one thing was to much trouble, especially Nicci and Kyle who were so friendly and informative. A truly pleasant experience . Regards Ray and Pauline Carr
29 July 2026
Unprompted review
Reply from Vertu Motors - BMW Sunderland
Thank you for your wonderful feedback, Ray and Pauline.
We’re delighted to hear that you’re so happy with your new car and that the whole experience was such a positive one. It’s great to know that the team were attentive, caring and always willing to help, ensuring everything went smoothly from start to finish.
A special thank you for recognising Nicci and Kyle. We’re pleased to hear they were so friendly and informative, helping to make your experience a truly pleasant one. I’ll be sure to pass on your kind words to them.
We hope you enjoy your new car and thank you for choosing us.
Kind regards,
Matthew
Excellent service by the team…
Excellent service by the team especially Paul Thompson who made the whole experience seamless, picked me up from the station (he didn't have to), sorted out the paper works, set up the apps and showed me how to use the core functions of the car.
He has also continued to follow up even after the sales and provided after sales support. I am really impressed.
14 July 2026
Unprompted review
Reply from Vertu Motors - BMW Sunderland
Hi Tolulope,
Thank you for taking the time to leave us such a fantastic 5-star review. We’re delighted to hear that you received excellent service from the team at BMW Sunderland.
It’s especially wonderful to hear your kind comments about Paul Thompson. Going above and beyond to collect you from the station, assist with all of the paperwork, set up your apps, and take the time to explain the key features of your new car demonstrates exactly the level of customer care we strive to provide.
We’re also pleased to hear that Paul’s support didn’t end with the handover and that he has continued to provide outstanding aftersales service and follow-up assistance. Knowing that he made the entire experience seamless and stress-free is fantastic feedback and will mean a great deal to him.
Thank you again for your kind words. We’ll be sure to pass your feedback on to Paul and the wider team at BMW Sunderland, who will be delighted to receive it.
We hope you enjoy many happy miles in your new vehicle.
Kind regards,
Liza.
Had my car in for wheel alignment…
Had my car in for wheel alignment waited 4 hours they tried to sell me tyres as (alegadly) when you replace you're tyres in the future it will need alignment again? That's not true couldn't align the rear as eccentric bolts siezed kept asking me distrusting questions about the car which I've only owned for 3 months charged me £99 however apparently they had a special offer for £89 for all 4 wheels was promised a partial refund had to keep chasing this up they gave me £10 back mmmmmm doesn't really add up does it £89 for. All 4 wheels or 2 wheels all over the place these guys if you would like messed around kept waiting and ripped off these are the guys and gals for u Sunderland branch
23 July 2026
Unprompted review
Reply from Vertu Motors - BMW Sunderland
Thank you for your feedback, Lee. We're sorry that your experience did not meet your expectations. Our team carried out the alignment inspection and advised on items that may require attention in the future, with recommendations provided purely to help maintain your vehicle. Unfortunately, the rear alignment could not be adjusted due to seized eccentric bolts, which was explained at the time. Regarding the pricing, once you brought this to our attention, we processed the refund and explained the reason for the adjustment to you. We appreciate your comments and are always happy to discuss any concerns directly and provide further clarification.
Kind regards, Rebecca Lloyd - Aftersales Manager.
Vertu BMW Sunderland were great
Vertu BMW Sunderland were great. Sales exec Paul Thompson sorted everything out no problem at all, handover was flawless. Love the car
21 July 2026
Unprompted review
Reply from Vertu Motors - BMW Sunderland
Hi Euan,
Thank you for taking the time to leave us such a fantastic 5-star review. We’re delighted to hear that you had a great experience with BMW Sunderland.
It’s wonderful to know that Paul Thompson took care of everything for you and made the process so straightforward. We’re especially pleased to hear that the handover was flawless and that everything went smoothly from start to finish.
Most importantly, it’s fantastic to hear that you love your new car. That’s exactly the outcome we hope for every customer.
Thank you again for your kind feedback. We’ll be sure to pass your comments on to Paul and the team, who will be delighted to receive them.
Kind regards,
Liza.
★☆☆☆☆ Stay far away
★☆☆☆☆ Stay far away - put my family at risk and refused to take responsibility
I bought a BMW X5 30d (Approved Used) from Vertu Sunderland in 2023 for around £30k. It's a family car and driven low miles. Out of nowhere, major warning lights started flashing (parking brake, steering, drivetrain) and the car started shaking and knocking badly while driving.
I took it to get tyres changed and the mechanics were shocked. They asked who put 22-inch wheels on the car, because they are completely wrong for this model and cause huge mechanical issues. When I said I bought it like this from Vertu Sunderland as an Approved Used car, they couldn't believe it passed safety checks.
Luckily no accident happened, otherwise my insurance company would have completely denied any claim or backup due to an undisclosed/incorrect modification against road law.
I phoned Vertu and they tried to brush me off with an insulting £200 offer. When I pushed back, Jeff Aynsley sent the car to Sytner BMW for diagnostics. The first online diagnostic link Sytner sent me showed several faults, but the next day the link was changed/restricted, and Stephen at Sytner told me Jeff denied doing any of the repairs—including major safety features, suspension, and failed sensors! SPECIFICALLY MECHANICALLY INSPECTIONS ,which is the most safety concern for me and my family after using this unapproved wheels for last 3 years.Jeff even told me on the phone if I took my car back my case would be closed, basically backing me into a corner.
Vertu Sunderland failed basic safety checks, sold me a car with inappropriate wheels that damaged mechanical and electrical parts, and now refuse to take responsibility. Mind u jeff Ansley is appointed as business head so u can think what others do .(just drove 10k after purchasing from vertu and warning lights appears and go just after 6k miles from purchase ).Disgusting way to treat customers. Please check everything before buying from them—they don't care about your family's safety! NO REPAIR IS BEEN OFFERED FROM JEFF ANSLEY OR VERTU! NOT A SINGLE TEST HAS PERFORMED ACCORDING TO ISSUES .Stephen (sytner bmw ADVISER which is part of vertu ) clearly told me JEFF ANSLEY denied all the CRITICAL TESTS WHICH I EXPLAINED HIM ON EMAILS.I HAVE ALL THE PROOFS IN MY MAIL .
29 July 2026
Unprompted review
Reply from Vertu Motors - BMW Sunderland
Dear Mr Singh, whilst we have not concluded your compliant we will not comment in detail on this forum, however on balance it should be noted we do not feel your review is a fair reflection of the facts in all areas.
An independent inspection carried out by a totally unrelated BMW Dealership has found no evidence to support a number of your claims, and we have offered a fair resolution which includes supplying brand new BMW wheels and tyres for your car and carrying out any repairs related to the issue of incorrect wheel size.
The initial error was made by ourselves in 2023 where we did not check the wheel size of your car was correct. We apologised unreservedly for this and have offered to correct it for you
Subsequently your car has done a significant mileage over a number of years without fault and presumably passing scrutiny at MOT and service checks etc.
As soon as we were made aware of your issue we have offered to correct it and matters that are directly consequential.
We look forward to providing you a fair resolution and are committed to concluding matters as swiftly as possible.
Kind regards, Jeff Aynsley - Head of Business.
Another Mini
A fantastic experience with Josh and the team at Mini.
A great setup and very welcoming team, first class customer service and a great product.
27 July 2026
Unprompted review
Reply from Vertu Motors - BMW Sunderland
Thank you for your fantastic feedback. We’re delighted to hear that Josh and the team at MINI provided such a welcoming and enjoyable experience.
It’s great to know that you received first-class customer service and were impressed with both the team and the product. We truly appreciate your kind words.
Kind regards,
Matthew
The salesman we dealt with
The salesman we dealt with; Chris was very friendly and not at all pushy. All the staff generally were happy and friendly as was the business manager too, which is nice to see. We would definitely use Vertu Boldon again and would recommend them.
19 July 2026
Unprompted review
Reply from Vertu Motors - BMW Sunderland
Hi Donna,
Thank you for taking the time to leave us such a wonderful 5-star review. We’re delighted to hear that Chris provided a friendly and relaxed experience, and that you never felt under any pressure throughout your visit.
It’s also fantastic to know that the positive attitude of the wider team and Business Manager helped make your experience even more enjoyable. Creating a welcoming and friendly environment for our customers is something we take great pride in.
Thank you for your recommendation and for choosing Vertu. We’ll be sure to pass your kind feedback on to Chris and the team.
We look forward to welcoming you back in the future.
Kind regards,
Liza.
Josh was fantastic great service and…
Josh was fantastic great service and spent time going though the functions of the car with us
24 July 2026
Unprompted review
Reply from Vertu Motors - BMW Sunderland
Generating response
Copilot said:
Thank you for your wonderful feedback. We're delighted to hear that Josh provided fantastic service and took the time to guide you through the functions of your new car. We hope you enjoy your vehicle and wish you many happy miles ahead.
Many thanks,
Chloe
BMW purchase
A pleasant, straight forward sale from Nicky, a knowledgeable, polite salesman
21 July 2026
Unprompted review
Reply from Vertu Motors - BMW Sunderland
Thank you for your kind review.
We are delighted to hear that Nicky made the purchase process pleasant and straightforward. It's great to know that his knowledge, professionalism, and polite approach helped make your experience such a positive one.
Thank you for choosing Vertu Motors. We appreciate your feedback and look forward to welcoming you back in the future.
Kind regards,
Keith
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.