Alphabet (GB) Limited Avis 

Never use Alphabet. They withdrew my initial payment 3 times in 6 months. Never apologised for their continued mistakes.
Their dealt with my complaint by sending a generic reply and never responded again when I replied to say it didn’t resolve the issue.
I had enough so I terminated the agreement and purchased the vehicle but that was a complete nightmare to deal with them in getting a settlement figure.
I took out a service plan with the car but never used as I wanted out of the nightmare they created. They said that money won’t be refunded!
Plus now they’ve sent me the logbook. It has a second keeper even though the car was brand new. I understood they held the logbook but they were registered as the keeper. As a consequence it appears the car that’s 6 months old has 2 keepers
Avoid at all costs

Wow a reply from Alphabet asking to call or email their customer experience team. Why would I when you've not responded to the emails of 3 March, 28 Feb,12 Feb, 9 Feb, 30 Jan all of which were read (as sent with delivery and read receipts).

Don't believe their rhetoric about thorough investigations. They answered my complaint with a lot of irrelevant commentary (presumably written by (ChatGPT). When I pointed out that they hadn't addressed the complaint I made they simply stopped communicating. Faulty vehicle since supply remains faulty and I am being greeted with a wall of silence.
*update*
Their thorough review makes no comment about them not addressing the complaint I made!
Complaint: “this vehicle can only be charged to 80% because the software is faulty and doesn’t allow the vehicle setting which allows it to be charged to 100%”
Response after their THOROUGH review:
“Try driving it in differently and you might get more miles”
***update***
Currently not responding to emails

=5 stars if they were available. Uncompassionate script reading single celled excuse for human liers. Offered free early termination. New car was delayed for over 7 months with excuse after excuse. Then 2 days before delivery they wanted to charge me early termination fee. Car got cancelled. Now three attempts to collect current car after contract ends. 1st attempt bad weather. Waited in all day. 2nd attempt flat battery. 3rd attempt fault at Alphabets end not putting the collection through to the people who collect the vehicle. They still want to charge me £144 non collection charge. Greedy Greedy scum of a company. Stay well clear

Great car, but terrible aftercare. Once you have the car its your problem

I wouldn’t even give the car finance company a 1 ⭐️- they took £500 out of my account without notice for the service history of my returned lease car. Previous to the payment taken out of my account, I informed Alphabet that the service history is digital within the car. They failed to respond to my email and took payment 4 weeks later. It’s been 3 weeks and I still haven’t had a refund despite numerous phone calls and emails. DONT GO NEAR THIS COMPANY

Alphabet were supposed to pick up my lease car and I had it arranged and on the day I call up to ask what time as no emails or texts. I was told it’s not booked and and I would have to ensure it is still insured u til they can pick 4 days later. I confirmed they would pay for the extra insurance as their mistake and they agreed. 2 months on , 8 emails and 5 phone calls still can’t understand why nothing has been done. Too many internal stages for a sign off is what the staff keep saying it is. I paid and should be compensated .

Forget about AI; we are stepping back in time with a company that does not even have NI (normal Intelligence). My car was booked for brake repairs when the parts were clearly not in stock. When I arrived at the Kwik-Fit Stretford branch, I was met by a Customer Service Agent who was eating toast. He proceeded to ask me what I wanted. I explained that my vehicle had been booked for brakes to be replaced. He informed me that I would need to leave the car until 4 pm that day whilst they arranged for the parts. I was later called and told that the parts would take 2-4 days and that I would need to leave the vehicle until the following week to get it completed.

If we are to move into an era of Artificial Intelligence, would it not make sense for the parent leasing company, Alphabet, in this case, to pre-check the parts and then book appointments accordingly? This would save everyone time and effort. It's relatively simple.

As a consequence, the replacement of my brakes has resulted in six journeys backwards and forwards between Kwik-Fit and then eventually Mercedes Stockport (who were excellent, by the way), three Uber trips, a favour from a neighbour to collect my kids from school because I did not have access to my vehicle, and lost time at work—I do not think we have Normal Intelligence at this point!

Terrible, terrible, backwards by 20 years, horrible service, jobsworth, and a complete waste of everyone's time—please avoid at all costs. Do not lease your car with Alphabet, and avoid the Kwik-Fit Stretford branch if you want to keep your Intelligence.

Changed Quote, increased by £600!

Was told i could send the car back and a new bumper on the car would cost £399. Was happy to pay that. Once they had the car they increased the cost to over £900! AVOID!

Alphabet are a shockingly terrible financial company, if you are looking to lease your car. In spite of my leased car being returned with a considerably lower mileage, and better condition than you would expect for a 6 year old car, and in spite of them not responding to my complaint regarding their recharge for a few cosmetic repairs (which we all know will not be carried out), they have taken a further 3 months to assess and effectively reject my complaint (only informing me after I chased for a response). There are other examples of shoddy customer service but I am keeping it short.
I am referring it through other complaints channels, but I have had enough evidence now to demonstrate they are not a company I want to have any dealings with.

Their recharge policy is swingeing, and their customer service is attrocious.

FINAL UPDATE: Alphabet have rectified this and have refunded me. I will increase the score of my review and hope I don't have any more issues.

Random payment taken out today, with no warning. I have been unable to log into their website as everytime I do I get a generic error but I didn't think much to it as my payments have been steady for 6 months so I don't worry much about logging in, until today. I have just had a payment unexpectedly come out 10 days before my proper payment, and this has caused me to go into my overdraft. Can't log in to find out why, hugely stressful.
Update: I've now been able to log on. I have had an invoice for sidewall damage to my tyre and have been invoiced for the replacement tyre, despite phoning and being told on the day by Alphabet (and the calls are recorded) that I would not be charged for this replacement. The tyre was punctured at the top by a nail which I drove over on the motorway, and was not sidewall damage. I await a satisfactory resolution and refund of the invoice.

Dreadful. Impossible to get hold of. Directed through multiple options, phone eventually starts ringing then goes dead.

NEVER use this company.Leased a Mini from them and when they came to inspect and collect the car I was told "we're happy with the car just sign this" Later (after they drove off at 70 mph!) i get an email for damages of £320 for apparently 2 small scuffs. on calling Alphabet they were only willing to apologise for my experience but would not reduce the charges.

I part exchanged my Mini Cooper S at the end of July 2024 and here we are 2 months later, after completing all relevant documentation and settling payments, still receiving invoices for a vehicle that is already paid.

After numerous phone calls and being told that "it can take a week to go live on the system", I emailed requesting the V5 be released and to nobodies surprise have had no reply. Last Saturday I received an invoice for the final settlement figure which has led to a complaint. Alphabets website specifies contact or a reply within 5 working days, guess what, nothing heard?

If I could leave 0 stars here there would be no question or hesitation on my part. 2 months is more than adequate time, don't waste yours by dealing with this company.

Vehicle leased arrived unchecked, missing puncture repair kit(no spare) on 2 vehicles. 1 vehicle doesn’t work properly and needs a software update. Any letter from them is flat £12+vat. Absolutely shocking, how do you send brand new vehicles with missing essentials

Edit: got in touch and booking for software update refused by Alphabet. I won’t communicate with this company further, until they agree my administration costs.

Ive had a good service with them. For once a company who actually wants to help. Alex in registration was welcoming. I made a few calls to them and every time they explained everything clearly and always willing to help.

If you go through a leasing company and they recommend Alphabet, run a mile. They will milk every penny from you, and their customer service is really poor. Weeks to reply to emails, never answer the phone. Do not use.

Terrible terrible company. I would advise buying another car or from another dealer if Alphabet is the only option for leasing.

I leased my electric BMW via alphabet and not long after purchase the car was clamped by the DVLA for not having road tax.

Alphabet had de-registered the road tax 'by mistake' but contacted DVLA to get my vehicle unclamped. A month later they tried to invoice me for the clamp removal fee and even added an admin fee for good measure.

When I raised a complaint about the invoice a most unhelpful last names Lauren Skinner further inflamed the situation by stating that my complaint had been closed and that I should contact the Alternative Dispute Resolution service if I wasn't happy with the outcome.

I'll repeat, DO NOT LEASE A VEHICLE THROUGH THIS COMPANY OT YOU'LL SORELY REGRET IT!

I had a nightmare experience with Alphabet. They falsely marked my credit file, causing me endless stress and frustration. Despite numerous attempts to resolve the issue by emailing them, I was met with complete silence. Their lack of response forced me to escalate the matter to the Financial Ombudsman, where I eventually won the case. Alphabet's abysmal 2.3-star rating on Trustpilot is well-deserved. If you value your credit score and want to avoid unnecessary hassles, steer clear of this company. Their customer service is non-existent and dealing with them is nothing short of a nightmare. Avoid Alphabet at all costs!

Arranged a BCP through BMW dealer. Phoned Alphabet about a cherished plate and that they don’t provide the V5 to the purchaser. Without the V5 you are not the registered owner and cannot get GAP insurance. On both occasions their staff were disinterested, rude and dismissive. “Contact the dealer!” Then slammed the phone down. Paid £74k for the privilege of being insulted. These are the sort of people that BMW associate with.

ZERO STARS!!! After returning our lease vehicle in Dec 2022, Alphabet sent an incorrect final invoice for £3000. We queried this with Alphabet as we were sure they had overcharged us by £1000. We paid the correct amount to Alphabet (£2000) but again asked them to check their records for the missing £1000. Fine, we waited for their response. Instead, they instructed TLT solicitors to chase us for the original £3000 AFTER having settled the balance!! Baffling and extremely distressing. Their solicitors took 5 MONTHS to get back to us responding with yet another incorrect invoice plus solicitors costs. We have had to send all proof of payments to them and show our calculations of what was owed versus what we've paid. And it's still not fully resolved. It seems Alphabet are either incapable of keeping accurate records of their customers or can't be bothered to check. BMW group should be ashamed to be associated with this so called finance company. I will never purchase another BMW again due to this awful experience. Unless you want poor customer service and solicitors demanding money from you, STAY AWAY FROM ALPHABET !!!!!

Edit: Hi Jessie, I have in fact been in contact with Hardeep via email. I’m still waiting for a resolution to a problem that should be easy to resolve. I only seem to get contact from Alphabet after posting on here. So I’ll carry on posting

Edit: Hey Alphabet, since you were so keen to contact me, why haven't you responded to the email I sent over a week ago? I will continue to report my experience on here so everyone knows the AWFUL company you are. Due to their INCOMPETENCE, this company instructed solicitors to chase us for £3000 which WE DO NOT OWE.