Vertu Motors - BMW Bridgwater Omdömen 

Kaleigh, the agent who I dealt with, is the most patient, helpful person I could have hoped to meet. Nothing was too much trouble even when I kept changing my mind.
This car is far more automated than any I have driven in the past and Kaleigh spent almost a whole afternoon on the handover, explaining and setting up everything to my personal needs.
Since then she has called to see how I'm getting on and inviting me to call in again if I need further help.
No hard sell, just wanting me to have the car of my dreams and I have it.

Do not recommend BMW Bridgwater I sent this:

Good morning David,

Thank you for your response and for your apology.

Whilst I appreciate that the key is now working, my complaint was not simply that the key did not work. My concern relates to the overall experience and the level of service I received whilst trying to have the issue resolved.

I had to make multiple journeys to the dealership to resolve what should have been a straightforward replacement key purchase, resulting in a significant amount of wasted time and inconvenience. On each occasion, I do not feel that the inconvenience caused was appropriately acknowledged, and I was not offered an apology at the time.

During this process, the Parts Manager also suggested that the key may not have worked because my car had been modified. This was clearly not the case, and the eventual resolution confirmed that the issue was not related to any modification to the vehicle. I found this particularly concerning, as it appeared to reflect a lack of staff knowledge or training regarding the key and its programming requirements. Rather than investigating the issue properly, an incorrect explanation was suggested, which added further confusion and frustration to an already disappointing experience.

In addition, I was repeatedly told that someone would contact me, including in responses to my Google and Trustpilot reviews, but no contact was made. It was only after I escalated the matter through a formal complaint to BMW UK that I received a response.

I should also mention that, regarding your attempted call this morning, I did answer the call, but the call was disconnected shortly afterwards.

I appreciate your apology and your assurance that the feedback will be used to improve the service. However, given the repeated visits, wasted time, inconvenience, incorrect information provided, apparent lack of staff knowledge or training, and the lack of communication throughout, I do not feel that an apology alone is an appropriate resolution.

I would therefore like to ask whether Westerly BMW Bridgwater would be prepared to offer a gesture of goodwill or compensation in recognition of the inconvenience and time I have had to spend resolving this matter.

I look forward to hearing from you.

Kind regards,

Sam Bull

BMW Bridgwater reply:

Good afternoon Mr Bull,

Thank you for your further email.

Firstly, I would like to reiterate my sincere apologies for the inconvenience and frustration you experienced throughout this process. I fully appreciate that having to make multiple visits to the dealership and invest additional time to resolve the issue was disappointing, particularly when you were expecting what should have been a straightforward transaction.

I also understand your concerns regarding the communication you received during the matter and appreciate the feedback you have provided. Whilst this does not change the experience you had, please be assured that your comments have been shared with the relevant teams and will be used constructively to help improve our customer journey going forward.

With regards to your comments surrounding staff knowledge and training, I respectfully disagree with the suggestion that there was a lack of knowledge or that further training is required. From our investigation, this issue related to a technical fault which ultimately prevented the key from functioning correctly. Unfortunately, from time to time, technical issues can arise that are outside of both our control and that of our colleagues. Whilst we always endeavour to diagnose and resolve issues as quickly as possible, these situations can occasionally be more complex than initially anticipated. That said, I absolutely respect your right to hold a different view based on your experience.

In relation to your request for a goodwill gesture or compensation, having reviewed the circumstances again, I do not believe this would be appropriate in this instance.

Whilst I recognise and regret the inconvenience caused, the underlying fault was not the result of any error or action on the part of the dealership, and as such I would not be in a position to authorise any form of goodwill payment or compensation.

I appreciate this may not be the outcome you were hoping for, however I hope you can understand the reasoning behind my decision. Once again, I am sorry that your experience did not meet the standards we strive to deliver and I thank you for taking the time to bring your concerns to my attention.

Kind regards
David

David Duarte
Head of Business

An Outstanding Car-Buying Experience
When I first entered the BMW showroom, I was greeted by a smiling, pleasant and approachable salesperson who immediately asked if I needed any help. That was my first meeting with Gary Chan — and what a great decision it was to deal with him.
Throughout the entire purchase of my new BMW, Gary has been exceptional. He patiently guided me through every stage of the process and answered every question I threw at him, from the initial test drive and choosing the right options for my car, to financial queries and everything in between.
What really stood out was how Gary kept me updated throughout the production of my car. He went the extra mile by even sending me a personalised video when my car finally arrived at the dealership. It was a fantastic touch and made the whole experience feel genuinely personal.
I even threw Gary a curveball when I decided I wanted to change the car's badges to black. His response was simply, "No problem." He sourced and ordered them without hesitation.
I genuinely believe Gary has gone above and beyond in every aspect of his job. His professionalism, knowledge, communication and willingness to help made what can sometimes be a stressful process an enjoyable and exciting experience.
I would like to sincerely thank Gary and Vertu BMW for making the purchase of my new BMW such an amazing experience. I wouldn't hesitate to recommend him and Vertu BMW Bridgwater to anyone looking for a new BMW and would certainly deal with him again in the future.

Great service picked up my new car 2 days ago very easy simple handover Kaleigh was awesome patient knowledgeable and didn't rush anything definitely recommend Vertu

Dan from Vertu in Bridgwater is as slick as they come.
Professional , welcoming and no hard sales tricks.
Let’s face it. You either want a car or you don’t.
I can honestly say, I am delighted with the service I experienced from the first step into the showroom.
Communications have been clear and a helping hand remains to be there if needed.
Dan is 5* from me.
Thank you.

The friendly and very professional service you get from the sales team was outstanding especially Daniel Ross and Casper

Simon was so helpful from start to finish. His knowledge of the cars was great, he talked us through everything and answered all of our questions. The whole process was seamless.

From the initial call enquiries I was dealt with by Simon in a very professional and knowledgeable way. He was very open and honest about my own car and the car I was purchasing. He helped make the whole experience easy and enjoyable. Thank you Simon.

I went into Vertu Mini yesterday in Bridgwater. I didn’t have an appointment but was experiencing an issue with my app and my profile on the car. Without any hesitation the manager came straight out to see what my problem was and soon had it sorted. I was extremely grateful for the excellent quick service. He was so polite and helpful and I can’t thank him enough. His customer service was exemplary.

Excellent customer service and friendly staff. Bought our car from Mark Pedley at Bridgwater Vertu who was excellent.

Mark Pedley was very professional
And made the whole experience of changing my car easy and a pleasure . I would definitely recommend Bridgwater vertu services, staff were amazing , friendly and knowledgeable.

Dan provided great customer care from the outset right through to the sale. They looked after my requirements and ensured I was happy.

A great company to buy a car from. They gave us a lot of their time, both during the sale and on delivery.

Sent in several requests for pcp figures on a new x350i that has been on offer for week and weeks but the sales team said they would not provide a pcp quote unless I went to the dealership! Other sites provide them but bridgewater bmw won’t !! Having bought a bmw and 5 minis from there I won’t be returning!!

The salesman who was called Mark was incredibly helpful, we had a seamless experience from Vertu Bridgewater

Great, professional service received from Matt at Vertu BMW, Bridgwater. Excellent that Matt took ownership, dealing with my car purchase from start to finish. I have always purchased from this BMW dealership over the past 12 years or more. Thank you once again.

Simon Gaydon guided me through the experience of changing my car to a new BMW. He was excellent throughout and I cannot praise him enough.

Efficient, friendly service with timely updates on order time etc.

Kayleigh and Casper are amazing at what they do.
Thank you for all your help and support on getting my new car.
James x

The staff there are very friendly and helpful they will always make you fill welcome Kaliegh done the a very good introduction and done and went over all the controls and the settings to the phone connection all in all AMAZING