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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.
333 ratings and 163 comments received in the last 90 days.
24 March 2025
full support during the initial enquiry process followed by great response on sales discussion and finalisation of purchase
21 March 2025
As before.
07 March 2025
Communication was great, kept updated through the whole process by Richard Perrett.
06 March 2025
Always made welcome - never rushed.
04 February 2025
Vertu Exeter Very nice people to deal with Very relaxed showroom Always willing to advise & help
04 February 2025
Very Happy with all aspects so far
02 February 2025
I was treated so well by Charlotte at Exeter Vertu BMW
01 February 2025
Staff very helpful
20 January 2025
Jack and Curtis were very helpful and accommodating and helped get the sale and financing over the line in time for pick up.
18 January 2025
Excellent service, excellent communication, putting customer first, and pulling out all the stops to keep me happy, stellar job.
07 January 2025
new car had marks/scratches but again Rowan Edwards was brilliant at getting this sorted out.
05 January 2025
Richard as always kept me informed throughout the process and nothing is never any problem and he provides the best level of service he can.
04 January 2025
Dealt with in a friendly and helpful way during the purchase of my new car
27 March 2025
As. Above.
26 March 2025
Terrible staff
25 March 2025
Don't want to know as I was a fleet customer Refused to ring and get authorisation from zenith for work that needed doing and told me I had to do it
25 March 2025
Was great to collect my car all complete absolutely no problems lovely and clean well done everyone
25 March 2025
Good info
24 March 2025
As i explained above, the service from the staff was excellent but the fact Vertu tried to get us to pay a lot of something unnecessary just to make some money from us is shameful.
24 March 2025
Safety recall checked and recorded plus correction of service reminder on vehicle
24 March 2025
Friendly reception, kept informed.
24 March 2025
Great service
24 March 2025
2.5 hrs for an mot and minor recall notice seems excessive.
23 March 2025
Very professional, answered all my questions.
23 March 2025
All went well but for air conditioning which was not completed because my cigarette lighter is not working. Surely you could adapt to complete this task.
22 March 2025
Unfortunately, I was the last man standing waiting for my car at 6:30pm. They had obviously had a really busy day. The service and communication however was great and luckily I was not in a rush
21 March 2025
All work performed resolved issues identified.
20 March 2025
Carnt fault the service , looked after by the professional staff
20 March 2025
Tom handled the fault with my car expertly and professionally.
20 March 2025
Service was fine but I did request that I speak to someone about possibly trading my car for an electric. This was forgotten about, so I left. Car was meant to be vacuumed and cleaned I thought but didn't seem like it. However, great service
17 March 2025
When dropping off the car, I was made to feel unwelcome, as though assisting me was an inconvenience. It was not the level of service I expected.
17 March 2025
I was given a quote for rear discs and pads to be replaced but when the bill was produced I was quoted for £118 more than the original quote. It was reduced to the original after I queried it with discounts or whatever but what if I hadn't queried ?
16 March 2025
Pretty Shambolic check in procedure with one person on the desks at busiest time and then the courtesy car I was given was an EV with 16 miles of range so I couldn't get to work
16 March 2025
Highly satisfied with the service provided
16 March 2025
Confusion between National Call Centre, Service Centre and BMW App about time of service and work required. Air Con service included even though unpicked. Had to remove it from the schedule at Exeter. Slight delay with broken oil filter casing.
15 March 2025
Very satisfied with what they done on my car
14 March 2025
My car went in for an annual service, oil change and MOT and came out needing further work - a Transmission Oil Change! Yet another annoying reminder in the dashboard. I have booked it in but as the car has only done 40,000 miles I wonder why.
14 March 2025
Was very helpful indeed
14 March 2025
Friendly staff
14 March 2025
Overall standard of the process.
13 March 2025
See above.
12 March 2025
Overall very good. An extra day was needed for MOT work due to sourcing of tyres.
11 March 2025
In the video review of the car there was mention of a small oil leak but no follow up explanation about cause, whether it was solved or still needs fixing
11 March 2025
Handback was excellent and feedback with the cars health from Mika was well presented. Video from the technician in the workshop also great to note and file away.
10 March 2025
Seamless visit. Facilities on site whilst waiting are good though the WiFi would benefit from improvement
10 March 2025
The service and detail provided through the health check was very helpful. The in person service was warm, welcoming and informative. But it is frustrating how difficult it is to contact and speak with the branch, even when the car is in the centre
10 March 2025
Starting to find that the service is less
10 March 2025
As ever faultless
10 March 2025
The work appears to have been done well, other than the fact that no complimentary wash was carried out.
09 March 2025
Wasn't kept upto date had to phone to see how things were going on .
09 March 2025
Assistance was superb
09 March 2025
Samantha at service was truly amazing. Couldn't fault the customer service
09 March 2025
Service was fine valeting was dreadful, not at all satisfactory by any means l won't be needing that ever again!
09 March 2025
The car was booked in early morning and collected late afternoon. There was no waiting at either stage. A courtesy car was gratefully received.
09 March 2025
Eventually sorted but need to be better
09 March 2025
Polite staff
09 March 2025
Service was efficient and polite. Appreciated the car wash.
08 March 2025
Terrible and worst experience in 15 years of coming to this garage
07 March 2025
Service advisor was really professional and kept me informed
06 March 2025
As above
05 March 2025
Good communication, friendly and efficient staff
04 March 2025
Very polite and infor
04 March 2025
Friendly service staff .
04 March 2025
The lady on the Service desk has been brilliant, she has been very polite and helpful. We were disappointed with the workshop as we had a service and MOT week apart, the service was first and brake pads were 70 & 80% the following week they were 50%
04 March 2025
I remained in the dealership to work and the environment was very welcoming and the free wifi was easy and quick to access. The update of the timelone was great and my request for a lunchtime completion was met.
04 March 2025
Good communication before and during the service. No hidden charges and the car was ready at the agreed time for collection.
04 March 2025
Car needs another service in the near future so will again need bringing in to the dealership. Only the spark plugs were changed on this occasion
03 March 2025
Didn't receive a phone call updating me on car MOT / service - I had to call to find out. Even though I collected the car the following day it would have been good to have been given the option to authorise any additional / advisory works.
03 March 2025
Very satisfied
02 March 2025
As above. It wasn't a fantastic experience overall.
02 March 2025
As above - no reason to be dissatisfied.
28 February 2025
The long wait for the job to be completed could have been annoying had I had work myself to attend to. Thus, I have not given full marks
27 February 2025
Apart from the 2 hour delay in the arrival of the tyre from Bristol I was satisfied that the job was well done. Thank you
27 February 2025
High standards throughout.
25 February 2025
The problem was dealt with quickly & professionally
24 February 2025
see above. However have an excellent coffee machine.
24 February 2025
Service very good and staff helpful and courteous.
24 February 2025
At the last minute I changed my mind about some service I needed on my car. This was no problem to them. With a happy smile they carried it out with no problems.
23 February 2025
Everything was dealt with to a high standard
22 February 2025
telephone staff had insufficient authority to make decisions
19 February 2025
Excellent service on front desk, quick turnaround, car was cleaned inside & out. Also has a free inspection, which was very useful.
19 February 2025
Good communication
17 February 2025
Adam at the dealer service centre was helpful, efficient and most of all listened to my frustration. He organised appropriate discounts to account for the difficulties.
17 February 2025
Brilliant customer service.
14 February 2025
From booking to collecting the vehicle everything was simple and straightforward. The issue with the vehicle was identified and resolved and the whole experience was just as it should be and actually above what was expected
14 February 2025
Overall good customer care
14 February 2025
All member very friendly
13 February 2025
Smooth operation
12 February 2025
Feel that my car receives professional attention.
12 February 2025
...
11 February 2025
The matter was dealt with swiftly and rectified.
10 February 2025
Ease of booking and always friendly
10 February 2025
patient, efficient service. Only adverse aspect was collection being later than I would have liked
10 February 2025
See above.
09 February 2025
Whilst my car was being serviced I received communication on how it was proceeding and a call informing me my car was ready for collection. Oh! And it was washed.
09 February 2025
Got the job done what I required when I needed it
09 February 2025
Rapid service
08 February 2025
They did the work that was necessary at the time.
08 February 2025
We were given Myer's full attention on our first visit - even though our appointment made over the phone with Vertu HQ hadn't been logged with Exeter. All in all a good experience and we were very happy with our choice of car & the info provided.
06 February 2025
Total professional and great service
06 February 2025
Appalling service from Exeter Vertu, wrongly accusing customers of doing something they haven't. Rude young member of staff and how they speak to customers
05 February 2025
Kept informed of what was going on and love the video review.
04 February 2025
No communication between Vertu garages at Bridgwater and Exeter, lack of internal administrative organisation by the Exeter team. This resulted in the car having to be diagnosed twice before any meaningful work was completed.
03 February 2025
Two days to carry out simple repairs
02 February 2025
Easy
02 February 2025
Excellent service
31 January 2025
Nobody is perfect.
30 January 2025
Very bad in response, after the service it has been noticed that a small amount of paint come off from the Frount portion and it was not before I given for service. The adviser said that we they will call back, no one called yet.
29 January 2025
Sam was outstanding, experienced, knowledgeable, friendly and customer focused. A real star
29 January 2025
First class,did the work while we waited
29 January 2025
I had a disappointing experience with this company. They were not honest, and the service was subpar. My appointments were not honoured, and I was billed for incorrect services and charged for equipment . I have the evidence for it .
28 January 2025
as above
28 January 2025
As above comments.
28 January 2025
Did what they said they would do
27 January 2025
Good facilities in the waiting area and prompt service
27 January 2025
Very satisfied.
27 January 2025
My appointment was managed seamlessly
27 January 2025
This was using the customer adviser person not using the check in cabinets for leaving your key prior to servicing as I needed to discuss a problem with my vehicle. As I only attend this branch once a year personal service is good.
26 January 2025
Samantha Cabell kept me fully informed on my vehicles progress. She was polite, friendly and incredibly efficient
26 January 2025
I feel that some staff are in service to 'process' than to customers. That has been my experience to a degree on my last two visits to Vertu, as well as trying to book an urgent check on steering problem where I was given a slot 5 weeks hence.
26 January 2025
Great service
26 January 2025
Service not quite up to their usual standard
25 January 2025
Amber Mulley from the service department was engaging, knowledgeable and very professional. A Credit to the team and the business
23 January 2025
I called to discuss an issue with my car that had not been fixed, so I need to get my car seen too again. The call with the service desk dropped (or they hung up). I tried to call back but now they are unavailable. I spoke to someone who said they wo
23 January 2025
Quite simply because Richard Perrett, who handled the sale is outstanding.
23 January 2025
Excellent fast friendly service, thank you
23 January 2025
experience and quality service guaranteed
22 January 2025
V good service
21 January 2025
Reception desk unattended on both visits. I had to wait to be attended to. Also nobody rang me to say the car was ready to collect. Your follow up communication seemed to be trying to sell additional services which I prefer to get from my local garag
20 January 2025
Dealt with my request efficiently
20 January 2025
Booking process was straightforward, time required was explained, I got text updates and the car was ready before time. asked if I wanted car cleaned and it was (unlike last time when I was told it would be cleaned and wasn't-makes a difference!)
20 January 2025
All aspects of work requested was carried out very well.
20 January 2025
All went to plan.
20 January 2025
Timetable met; work done efficiently; comfortable waiting area
19 January 2025
Easy, efficient
19 January 2025
Complete lack of customer service from vertu , Was told I needed work doing on vehicle yet no invoice or attempt to book me in for the work to be done . Also every other bmw garage send me videos yet vertu did not . Terrible service
19 January 2025
Good service. Disappointingly unreliable new car which developed serious fault with 20 days
18 January 2025
it was a BMW recall, carried out on the date and time excellent
18 January 2025
Very helpful and quick service
17 January 2025
We find BMW always very efficient and very friendly always have time for you
17 January 2025
Good friendly staff and work completed ahead of schedule
17 January 2025
Very pleased
15 January 2025
Took longer than expected. Had a health check which was good and professional but was supposed to clean which didn't happen without me coming back to complain.
15 January 2025
Very pleased with work done
14 January 2025
I asked for the drivers seat not to be moved as i have a bad back, on returning to our car the drivers seat had been moved which was disappointing
13 January 2025
It was the dealership that asked in advance if I wanted the wiper blades changed, so it seemed strange they hadn't checked if they were in stock on site before my appointment. Otherwise I would have scored this a 5 star experience.
13 January 2025
Excellent customer service and quality of work.
13 January 2025
Unresolved issue
13 January 2025
Service completed in timely manner. Informative. "kept in the loop"
13 January 2025
When I got home that evening I checked through the paperwork and watched the service video and I was shocked to learn that my rear tyres were on 1.7mm (legal limit is 1.6mm) and I was not told about this or offered to have them replaced by BMW.
13 January 2025
Wrong price quoted for service and time wasted to get phone answered
12 January 2025
Service work together with brake pad replacement carried out in an efficient and timely manner. Customer service also efficient and courteous.
11 January 2025
Excellent customer service and advice received. Thank you.
11 January 2025
Again communication from the service manager was poor and lack off I had left numerous calls but he did not call back
09 January 2025
I was informed what was going to happen on the day and was kept informed
09 January 2025
The servicing my 118i received was fine but the timing was bad. I'd booked a 2pm start but the servicing didn't start until after 2.30pm. I therefore reached home too late to assist my partially sighted wife in the way I'd planned.
09 January 2025
Extra things needed for M.O.T. completed on the same day. Good communication from service department
09 January 2025
From the booking of my service and mot through to the day of the appointment I've felt that contact and updates was poor. Even when coming to the centre I still had to hang around and wait for someone to check if I needed help. Poor experience
09 January 2025
Receptionist Value for money
06 January 2025
Issue unresolved
04 January 2025
This is the first time I have used the dealership for servicing since Vertu took over from Westerly. I was pleasantly surprised, my running in service was all completed on time without any issues. Good solid service from Vertu Exeter!
04 January 2025
Good
25 March 2025
A good experience. As last time.