Alphabet (GB) Limited Reviews 96

Had it with Alphabet. Firstly they provide us with two leased new Ford Transit Courier vans which are not fit for purpose - constant issues with hands-free system, batteries and now the doors are failing due to poor quality materials. The vehicles have been off road almost as much as they have been on. Pay a fortune for maintenance and virtually have to beg every time work needs doing. Extremely poor customer service, non existent communication. Quick enough to take the money, extremely slow at dealing with problems. Avoid at all costs!

I wouldn't sign the contract with them again.
They apply shady practices.
Once you'll receive parking ticket thy will apply their own charges on top of that.
Stay away.

Absolute shambles of a company. Had a brand new Polestar delivered on the 15th December 25 and the car arrived with electrical issues and warning lights. Since then the car stopped randomly on the motorway in the middle lane. The boot lock button works intermittent. The parking sensors do not work. The camera is fuzzy. The centre console goes blank. Nobody at Alphabet is interested. I have had one email in 3 months. Ignored everything I have sent them. They can have the car back. I will stop paying for it. Seriously would steer miles clear of this company at all costs.

Absolute joke of a company and service ( if you can call it that ) Have about 30 vehicles on lease through this company and they wash their hands of everything to do with how poor they are reliability wise. Also take no responsibility for the fact that their approved list of companies that will work on these vehicles reduces week by week. So we have to work out how we are going to get them roadworthy when they cant provide garages to work on them in a timely fashion ( if at all ) Record is one off the road for almost 18 months....... Would score 0 if that was an option........ Whats worse is that no one at Alphabet seems to even care. I cannot believe BMW want to have their name anywhere near this business. My only surprise is that their TrustPilot is actually as high as 1.5........................

Updated Post response to this review. I would argue that not solving any of the fundamental issues raised in the multiple complaints isnt actually any kind of dispute resolution. But I will leave people reading to make their own minds up.

I leased a car with Alphabet for 3.5 years I did not miss any payments, gave the car back in very good condition and over 20,000 miles less than I paid for .
In return, they have given me three defaults on my credit report despite not missing any payments .
Do not use this company at any cost

I lease a Polestar 4 via Carparison, which I absolutely love, however, Alphabet have the V5 registered to them and are therefore trying to charge me £12 for the privilege of scanning in all post related to the vehicle and emailing it to me as a pdf - regardless of whether the post is a valid fine/literally any nonsense. This is just blatant exploitation. Really BMW, you don’t have enough money!?

Had my car stolen, it was a total loss, then was told I had to pay the rentals due when the insurance took 3 months to pay out, the insurer paid the figure that was sent stating:

"settlement figure to pay is £39640.36 only."

Within one month of this being settled, they started Harassing me for £8'000 extra saying I owed arrears because the car payments between when the car was stolen until the settlement was satisfied.

After three years of batting them away they took me to court and said that I was liable to make a payment and added £3k in court costs and another £2k on Interest.

None of this debt is even legal , I tried to defend this via estoppale but was ignored. like many other reviews... They LACK ACCOUNTABILITY... for their own mistakes. Disgraceful

AVOID AT ALL COSTS.

Trying to get a VAT breakdown of a car lease. Have emailed several times - no reply. Have phoned and been on hold for 10 minutes with no answer. Can't even provide basic legal requirements

Very poor communication and lack of client support

I pay for full maintenance cover with Alphabet, yet a simple tyre issue has left me potentially without my car for nearly two weeks.

A formal complaint was lodged on a Friday and not even acknowledged. I later discovered the complaints team was closed for training, which was not communicated and resulted in unnecessary delay. A Kwik Fit appointment was cancelled on the day due to tyre availability, after I had already waited five days, and no proactive solution was offered.

What’s most disappointing is the lack of ownership and client support — I was left chasing updates, suggesting solutions myself, and even requesting a supervisor call back which was not acknowledged. No hire or courtesy vehicle was offered despite the extended downtime.

This experience falls well below what I would expect from a company providing full maintenance services. Poor communication, poor support, and no clear resolution. I would not recommend this company for a car lease solution.

**UPDATE**

Alphabet has responded publicly with a generic message stating they are “requesting further information”. This is inaccurate. I have already provided full details, logged a formal complaint, and requested a supervisor call back — none of which has happened.

There has still been no direct contact, no supervisor call, and no practical solution offered. My complaint remains unresolved, and the ongoing lack of ownership and follow-through only reinforces my original experience: poor communication, poor client support, and no accountability despite paying for full maintenance cover.

I would give this company a zero star review. It’s appalling company and clearly out to scam customers after the car lease ends.

Anyone considering this company should avoid it at all costs. I’ve received multiple invoices for damage not mentioned during the car collection, despite having video evidence.

Furthermore, I’ve received two police enforcement letters for careless driving and no insurance from the driver who collected the car. They don’t even bother to reply to emails and I even emailed the CEO but got no response. Still no further down the line in resolving this matter!

Update - Though Alphabet has stated that the matter has been resolved, this is not the case at all. I have not received a response from the CEO to my complaint. My case has just been closed, and stated that I should contact the ombudsman with my concerns!

Charged £500 for non-service of the car, which wasn’t even due, and £320 for 4 x wheel hubs…. Need I say anymore?

Just to rub salt in the wound, they have now charged me an additional £100 for 'Distress and Inconvenience.'

We have had the unfortunate experience of leasing a brand new Peugeot 208 via Alphabet Finance. From the moment the car was delivered, problems began. There was no locking wheel nut supplied with the vehicle, which we reported immediately. Within a few days, the car then developed a serious fault where water was pouring through the windscreen all over the car interiors and electricals.

Every time we contact Alphabet, we are told something different. On one occasion, we were told that a vehicle would be provided while ours was being inspected. On the next call, we were told the opposite, that nothing would be provided at all.

We have made it very clear that we require a vehicle due to work and caring responsibilities. Quite simply, we need to be able to get to work in order to pay the lease itself. Despite clearly explaining our situation and vulnerabilities, no support or hire car has been offered. This is our only mode of transport as a family. This is absolutely not what you expect when leasing a brand new car.

To make matters worse, one of the customer service representatives we spoke to didn’t even seem to know that Alphabet Finance lease cars, which says a lot about the level of training and expertise within their customer service team. The reviews below speak for themselves of what a disgraceful company this is.

At this stage the car has been gone for 10 days - its like they are trying to make it go over the 30 days when we can reject a car (around 12th Feb). The last communication was that they were checking it would be covered under warranty, which is absolutely ridiculous - why wouldn't it be? Water pools inside the rear view mirror and dumps into the car at random points when driving - how would that not be covered under warranty?

Overall, this has been an incredibly frustrating and stressful experience. If I could give a zero-star review, I would. I look forward to escalating my complaint to the Financial Ombudsman Service.

My lease vehicle suffered a major mechanical failure on 26 December and I have now been without a working car for over three weeks.
Despite paying around £190 per month for a brand-new vehicle, Alphabet has failed to provide any mobility solution. Recovery could not fix the car, and I was initially told the earliest dealer appointment was 2 February. I had to source an earlier appointment myself, far from home, and no courtesy car was available. I’ve since been told parts are required and the car will be off the road even longer.
Alphabet has repeatedly stated they are “not obliged” to provide a replacement vehicle, leaving me — a parent with children — with no transport at all. I am still being charged for a car I cannot use and have received no refund or goodwill gesture.
Overall, the service has been extremely poor: long delays, no practical support, and a complete lack of accountability. I would strongly caution others against leasing through Alphabet if you expect reasonable assistance when something goes wrong

Took out the maintenance deal on a business lease and after suffering repeated tyre pressure loss in a tyre I have received suboptimal service. Kwik fit their partner came after 4 days to fit a new tyre but brought the wrong tyre. Would have to wait another 4 days for the tyre to be ordered. Spoke to customer service and was told another option would be to use a dealership. They would just need to ring for authorisation. Alphabet then argued about whether the tyre would be covered and then decided only 50% of the tyre cost would be covered because the car was only 2 months old. I questioned this and asked why this had not been communicated at the time of booking kwik fit and the man hung up on me. Just rude- I didn’t even swear at him!
The maintenance is a complete waste of money and my time as I’ve had to source the tyres and book with the dealship. If I had been told they might not cover it I would have got my tyre fixed sooner elsewhere. I’ve been without a car for over week. Customer service is terrible. If you book in online for a tyre to be fitted you won’t receive any notification that there might be a charge to you for the tyre. Was told I would have been given and invoice after it had been kwik fit if they had managed to bring the correct tyre. I’m pretty sure that’s not allowed.

I have been awaiting an email response due an ongoing fault with my car and looking to reject my car. No email back. Very disappointed.

I don't write many reviews but thought I would do as their reviews aren't great so I was a bit worried but this has been a great experience from the get go.
No issues with invoicing at all, I was concerned about charges when handing the vehicle back, but they were great and I had no charges. Everytime I had an issue with the car (which weren't many) - a puncture when abroad - the customer services were brilliant and sorted it straight away.
I'd highly recommend. It's shame my new lease isn't with them!

If I could give zero stars I would. Booked my lease car for collection in December (booked in advance in October!) and BCA the logistics company didn’t collect. Rescheduled for 5th January - no correspondence whatsoever during the day until 5pm (after I’d sent another complaint email) saying no one would be collecting the car AGAIN! Rescheduled for Friday - I’m not holding my breath.

EDIT: Since Gemma’s reply on this review absolutely no one from alphabet has reached out. Apparently my car was booked in again today as a VIP collection - again, not a word from ANYONE! please please just come & pick up the car???

Ongoing complaint re car leasing.Refused to accept car,one department doesn’t talk to the other so ended up taking money they shouldn’t and because of their antiquated systems and processes I have to wait upto 8 wks for a resolution all the time paying insurance for a car I don’t want,can’t drive and is loitering on my drive just in case and Ive got no vehicle I can drive.A great Xmas and start to the new year!

Awful experience when I had to rebook my Mot. No one at garage aware of my booking, therefore a wasted day's annual leave. Garage and alphabet both blaming each other.

The most terrible company, they are to bad and lairs .

A star is not worth what they offer. These guys are scam. They steal your properties when u use their services. They are never honest and both the drivers and their administrators are the same. They shield themselves leaving the vulnerable customer to suffer. They are thieves who go the extra length to steal any thing they find.