Vertu BMW Exeter

A broken dealership with fundamental weaknesses in their operations.Letter from BMW urging me to make an appointment to have my drivers airbag replaced.So I go to the Link from main BMW recall site to Vertu - BROKEN because of a faulty link.How long will you take to get an important link updated from Westerly to Vertu?So I went to their own BMW Vertu website and found a recall tick box under the service booking section. I was able to book my recall for the 13th July (this was on the 28th June and the 13th was the earliest appointment.) On completing the recall request no other option but to enter payment method despite the recall being free of charge. A recall should not prompt for this.Had a confirmation email “Relax, you’re all booked in, ****** - Thank you for booking your Recall at BMW Exeter - Your vehicle ******** is now booked into our Service Department at BMW Exeter. If you have any questions or want to confirm any details please contact our Service Department on .Keep in mind that Vertu Motors is now a cashless business. We accept all major bank cards for payment.We look forward to seeing you 13/07/2023 at BMW Exeter.”So on July 13th I drove 46 miles to my appointment, half an hour early for my 11.30am appointment.On entering the showroom I wait by reception to be checked in and to leave my key for the work to be carried out. Nobody on reception or during my entire visit (see photo) and nobody nearby interested in helping. I approach the first man in the service side who suggests I can check in using the touch screen terminals. I type in my registration – not recognised – I type in my mobile number – not recognised.No help arrives despite me making it clear this has not worked. More broken IT systems at Vertu.Eventually a helpful lady from the service side offers to take my details. Confirms my Reg and tells me I am not booked in and it is for the 20th. I show my confirmation email and she goes off to speak to someone. On returning she says it cannot happend today as they don't have the part and there is a shortage of airbags. There had been no other email since the confirmation of the 13th and no other contact to myself, so a 92 mile round trip and a day off work wasted. I was told the call centre tried to phone my mobile but couldn’t leave a message. No email, txt or trying again to call me. My mobile shows no missed calls from Vertu in the time period of 2 weeks.I would say they aren’t interested in something that isn’t going to sell them a new BMW but reading other reviews it would seem they aren’t interested in that either. Lethargic and poorly run dealership. Go anywhere else but here.Full report to be submitted to BMW UK.

Had a really great experience here with a special mention to Gavin Osborne who was very knowledgable and friendly. We had a great time on the test drive and finding more out about the car. 10/10

Fantastic customer service from Richard Perrett. He has been helpful from the first point of contact and has gone above and beyond to help with the purchase of my car. Thanks again, very much appreciated!

If you are looking to buy a BMW then I would highly recommend BMW Exeter. Gavin Osborne dealt with my trade in and purchase from start to finish in an exemplary manner. The whole process was seamless. Having moved away from BMW for my last purchase I am now firmly back and wondering why I ever left!

I cannot fault my experience at Vertu Exeter when recently buying my new car!The team were so fantastic and helpful and are always really friendly. I have being going for years and Jack has always been so helpful. This time my sales executive was Richard and he was so helpful and found just the right car for me. 5 stars all round!!

After a good purchasing experience, I had a small issue with the vehicle shortly after my purchase. Have been chasing a call back from the salesman & aftersales department since then. Unfortunately that has turned my good experience into a poor one. Still waiting a call!

My wife took our 1 series to BMW Exeter yesterday to have recall work carried out. She took the day off work and travelled an hour each way, left the car with them the entire day to carry out the work, only for them to turn around at the end of the day to say they didn’t have enough time to carry out the work so had done nothing. The only compensation offered was to let us have a courtesy car the next time we take the car back for them to (hopefully) do the recall work they should have done yesterday. That’s another day off work and loss of income for my wife or myself. Why book the job in if you don’t have time to carry it out? Very disappointed. Seems like poor management of workload.

Contacting the local service department is a nightmare if you need something other than book a service. Calls are now handled by a call centre who tried to put me through to the Exeter branch but I was promptly put back to the centre and the whole process started again. I have been a customer of the garage under the Westerley brand for 20+ years. I will be going elsewhere.

Gavin Osborne is the best car salesperson i have ever done business with. A total pleasure to deal with from the beginning to the end of the process of my car purchase.Always on the end of the phone to help and nothing to much trouble.A great service provided.