I have previously bought 4 brand new Mini’s from this dealership, so I feel I’m in a good position to give an honest review. We received a call from Adam Gregory mid Oct as Vertu Durham were interested in buying our car, a Mini Cooper, it was coming up to 4 yrs old, 14k miles an immaculate car. Adam offered me £14k part exchange over the phone against a new one. I was happy with the price and made an appointment. A week later, a different story at the appointment, the price dropped to £12k (they didn't even look at the car) I already had done my homework, they had exactly same year/mileage cars for £17k within the same dealer group. I explained and showed this and it embarrassed Adam, he knew this was going nowhere. I said £5k mark up was ridiculous. I left and said I would not be back. I have also ‘opted out’ of all email updates and communications. Today (13-11-23) I received a call from a very confident Tom Sutton (Vertu Durham) saying he has a car I might be interested in. A 3yr old Mini with 13k miles. I asked Tom why would I be interested in buying a 3yr old car with the similar miles ours has? I also asked, have you looked at my purchase history? (buying new cars). He hadn’t bothered. I explained the previous visit with Adam and the fact I have now gone elsewhere for servicing & new purchases. This dealer, Vertu Durham, has lost its way, internal communication is atrocious. *Advice to customers, this dealer banks on your loyalty but expects to make £5k on your car…. Don't be afraid to go elsewhere! ***UPDATE*** 18 days later, still no contact. Dawn, you said “as a matter of priority we will be in touch” You are proving my point, you have lost your way 🤷🏼‍♂️ ***UPDATE No.2*** Below is the 2nd response I received, this time from Owen Brown, Head of Business. In the call he mentions, there had been a lot of staff changes within the dealer due to poor performance and he had recently been moved in to turn it round. As he said below he would look at my purchase history and get back to me in ‘a few days’. We are now at day 15 and no contact 🙈 Their savour, their fix it man has also fell into the Vertu Durham Mindset, just ignore it and it might go away 🤞🏼 Like I said before, the dealer has lost its way and continues to be ran like an ‘Arthur Daily Back Street Car Showroom’ who expect to make £5k profit on every sale. I will now forward all my issues to BMW, Social Media Pages, The comment below is from Owen Brown. I have included it as it will disappear when I update this review….. ******************* Thank you for bringing this matter to my attention, feedback about our customer service levels is vital for our business to improve. Your experience falls well below my expectations of how we conduct ourselves and I can assure you I will be looking into this matter with urgency as loyal customers are the future of our business. It was good to talk to you this morning and listen to you about your experience at Vertu Durham MINI although it was uncomfortable listening to the experience you have had. As agreed, I will contact you in a few days with days with an update. Assuring you of our best intentions, Kind regards, Owen Brown Head of Business.

A big thanks to Neil, David and Josh who worked tirelessly to find the cause of my Mini Paceman auto restart issue. Whilst this took a few weeks, they kept me informed everyday with progress and next steps. They eventually found the fault (low fuel pressure from pump) and the car has performed perfectly since. Great team work.

What a joke this company is , ordered mini parts last Thursday, told they would be in for collection Monday, heard nothing, called into parts department Tuesday, I was told they had not been ordered and they would be ordered and available next day, wait for text, no text rang today Thursday 23rd to enquire , very vague response , and told they could be ordered in for tomorrow, I told them not to bother , Hopeless, incompetent. if you want to talk to me reach out to me, happy to discuss, . Your service is not acceptable

I have just received fantastic customer service from Vertu Mini Durham. I have felt truly valued throughout the transaction. I purchased 4 excellent Mini wheels which arrived very promptly. They were delivered by an very efficient courier (DHL next day). Excellent communication from Sofiya throughout the process. I wish all car dealers were like this! Thank you

Highly recommended! Excellent service from the whole team here at Mini Durham who were all extremely helpful, friendly and professional but particularly Adam Gregory who was superb from start to finish and made the whole process of buying my new car really smooth. By far the best team I have encountered when buying a new car.

Exceptional service to help me buy my car. Adam has gone above & beyond to ensure I was getting the best car & deal. All employees I spoke to during the process were helpful & friendly. Honest & transparent company. Highly recommend them

⭐️⭐️⭐️⭐️ The service I received at Vertu MINI Durham was second to none. Adam is helpful and professional with excellent communication skills, everything was explained clearly and thoroughly to ensure I was making the right decision for myself. Nothing was too much hassle. Adam and his colleagues went above and beyond to ensure the entire process ran as smoothly as possible. Thanks again Adam! 👍🏻

Time management is poor. Got my car back after 1.5 hours delay at BMW Mini Cooper. Took the car for MOT only. I am also not sure of the quality of workmanship of Mini UK. See picture for reference!

Excellent service from Ben, Ellie and Thomas. I haven’t been on the car market for a long time and was rather nervous of the first approach. The reception we received from Ben was second to none, from his reception on the forecourt right up to securing the sale, Ben was very professional and knowledgeable and guided us to what was available and helped with the final choice of our perfect car. It was a seamless process from selecting our car to the collection of it. I would certainly recommend Cooper Mini Durham. John and Sheila Nicholson

Recent purchase of a used vehicle from ‘Durham Vertu Mini’ has left me satisfied with the customer service I received. The purchase of the car was straightforward and the price given for the car I exchanged was really good. I did discover a relatively minor administrative error after I had received the car; however, after contacting the dealership (in particular Rhys O’Donohoe) they fully and promptly resolved the concerns I had. Overall, this was a hassle free purchase and I will most certainly be returning when it comes to changing my car again, and I would recommend this dealership to others.