Vertu Motors - BMW Barnstaple Avis 14

One of their customer services reps left two disabled customers stood waiting to deal with a new customer, who had just pulled into the four court.

The rep then said sorry to me and my dad, just because we both had walking sticks, that doesn't mean we are together! That's profiling and that is a criminal offence!

Not to mention leaving two disabled people standing, whilst you chat to someone sat in a car!

I wasn't issued an apology, just an excuse "he pulled in front of me, what could I do"

I was offered a full valet during my service for the inconvenience, but this didn't happen.

I bought a BMW because I thought a luxury brand would be a better company, but obviously not!

The staff could not have been more helpful and spent lots of time explaining about the car etc. Lovely Peugeot 208. Our only concern is that Vertu for some odd reason are now closing the showroom and service bay. Very short sighted as staff are excellent and the Peugeot products have always been sellers.

Caroline in Barnstaple Vertu was amazing she found the right car for me in a great colour and very good condition, it had a few marks but Caroline had someone to correct the damage the spec was really good and the car spotless. Caroline went the extra mile thank you so much, as I had only bought a car a year ago and due to an accident wasn't planning on getting a new one but Caroline made it a good experience.

Fantastic service . Quick and easy process.
Thankyou

Caroline made my purchase so easy and found the perfect car. Highly recommend going to see her for your new car needs.
Stevie J Hall

The salesperson Claire was very helpful and explained things for me. The whole process was very smooth. I was not pressured to purchase extras, merely had a few options pointed out.Everyone I encountered during the process was friendly and professional.

A very good experience from start to finish . A fair deal and fantastic customer service

Very helpful and informative.

Libby at Barnstaple Vertu Motors made the whole process of buying a new EC40 easy & was a pleasure to work with

Great care, clear explanations and very friendly stress free experience.

Very helpful and polite without the hard sell experienced at other dealerships

Hopeless. I took the car in because I had a battery draining error message. They have so far changed 3 sensors and the battery and the siren in an attempt to fix and the problem remains. So far its cost me almost £2k.
Whilst carrying out the investigations, they have also managed to disable the remote boot release and are trying to work out how to resolve.
They also changed the front brake pads as they were apparently thin. Subsequently, I have an error message stating the brake pads need changing. I've just been informed a sensor cable has snapped and they will have to replace it. They deny this has anything to do with what they have been doing although the issues surfaced on the day they returned the car to me!
They are closing down at the end oof the month and I will have to take my car to Exeter if the issues persist - all at my expense.

Like all BMW dealerships, Vertu offers a 'Sell My Car' service. The call from the call centre was professional, and they offered a reasonable price for the vehicle, which was 'guaranteed' for 7 days. Of course, when you go to the local dealership the price is not guaranteed as they will always find something to knock it back. That's expected with car dealers, and I wasn't too bothered by the 15% reduction. However, the real issue is that four days later I still haven't received the money, even though Vertu has the logbook and the car. I've phoned to chase it up but so far without success. I'm sure it will get sorted - Vertu is a big company and I doubt they've stolen my car - but it's a warning to others that not only will you get a poor price, but you'll have to be prepared to chase them for payment.

Update (17/01/25):
After several phone calls, someone at the dealership managed to get to the bottom of this problem, which seemed to be caused by the large difference in price offered by the Vertu call centre, and the amount then tendered by the dealership. They don't seem to agree on how to value a vehicle. Also, they have problems with their accounts department.
To resolve this, the dealership upped their offer on my car, and paid within 24 hours. So all sorted at the end, but more hassle than necessary, and a far cry from the service promised by Vertu at the first contact.

When you expect a problem to be sorted, you dont expect to have a total run around: get a call to say they need it longer, issue hard to find, problem may take another day, etc. If they have never seen a 9year old car with software issues then are they actually qualified to fix cars?