Alphabet (GB) Limited Avis 

I have had a car leased via Alphabet (part of the BMW group)for 3 years. As BMW could not deliver my new (leased car) at the time it previously advised I had to extend my current lease. However, in response to this request Alphabet advised that the monthly lease rate would increase by 30% and the permitted mileage would be halved. They arrived at the inflated new rate by disregarding all payments made by me associated with the lease (circa £25k, and therefore more than half the price of the car) and treating me as a new customer. When I sought to escalate this matter via its “customer experience” process the response I received failed to address any of the concerns I had raised and concluded with an ultimatum that I should either agreed to the new inflated price or return the car. The company seems to treat existing customers as a captive market that it can simply rinse for cash at any opportunity.

Bought a car through a broker who used Alphabet for finance car got stolen after year and a half

Insurance contacted Alphabet comming upto 7 weeks and still they have not given the settlement figure to the insurance company

Customer service is useless they keep telling me have sent the figures I asked them to send it to me to forward to the insurance company told me they would 1 week later nothing

It’s comming upto 11 weeks and still nothing’s happened

Very poor service. Would not recommend,.
Customer service over the phone is useless.

DONT USE ALPHABET FINANCE !
The most inefficient & slow finance company I have ever had the misfortune of dealing with.
Took them 7 days to get me a settlement figure,
They cant give you an answer over the phone.
They now say itll take 10 days to take my private plate off (Hows that going to work as Im selling the car)
Im now fighting with them to try and get an Invoice and their bank details in order to pay them off.
Their staff are very polite but their system is SO SLOW and not workable in the real world.
Take my advice and use anyone else to finance your new car.

Ordered a company car through Alphabet. You will not have anything else except disappointment. They delayed the car delivery 8 times, sometimes even without notice. 4 months and still don't have the car!. Avoid to do business with this so called "company"

All was good with Alphabet during the initial term. Extending by 6 months upped the monthly’s by £100, not too sure why but I felt the car was worth it.
End of the 3.5 year lease has arrived and I decided I wanted to trade the car in (Alphabet rules state the car must be purchased by a relative/friend or other 3rd party) however after calling the Alphabet purchasing team, it seems that a car dealership or anyone else in the motor trade doesn’t count as a 3rd party. I’m guessing they don’t want anyone else potentially benefitting from the careful ownership. Something to bear in mind.

Applied for finance through bmw and Alphabet, I have the highest credit rating you can get, never missed a payment and have excellent financial credentials but they rejected the application without even doing a credit check, asking about my finances or anything, no explanation. I will never attempt to do business with this company or any car company associated with them again.

Easy to contact and very useful and prompt when help was needed.
The car was delivered in perfect conditions and the driver was super helpful in explaining all the car's features. The car was clean when handed over. Overall a great experience with the Alphabet team.

What an absolute nightmare of a Company !
We complained as soon as we bought a brand new BMW ,
Without going into too much detail they did answer ! apologing saying they would send documentation I require , and we will send £30 in vouchers the case is now closed ! They said ? Charming !
We don’t want the vouchers all I wanted was the documentation they should of sent , they sent no vouchers and no Documentation ,
I have emailed every department sent at least 8-10 emails , to receive we will respond within 2 days ,
They will not respond and choose to ignore all correspondence,
I have even considered stopping payments to get the basic documentation I need,
We have never received any paper work and don’t know what we have entered into as the sale rep attitude at the time was jus sign here- sign here on his I pad if you want the deal today , I expected the paperwork to follow with a cooling off period , I have hounded both BMW and Alphabet and they will not supply through failure to respond,
This has totally ruined the new car buying experience and would never ever deal with BMW or Alphabet (part of BMW) again ,
This whole experience has affected me personally
Claim Ref: C2004451

If I had a choice I would never use this company again, sadly they are part of a three year lease package via salary sacrifice scheme. Sadly my brand new EV car faulted and stopped working after less than 2 weeks of receiving it. Every aspect of Alphabet customer experience was awful, from getting past their security, being repeatedly told my car was not yet on the system, them not recognising the contractual postcodes the list goes on. They promised what would happen next in the initial stages, including providing visibility during car downtime whilst in the garage for its 3 week wait to be looked at, to ensuring that if the lead time of garage appointment was lengthy that they would ring about to other local dealerships, promises that I would be kept updated all along the way, none of which in fact happened, they basically did nothing, made no calls, didnt update me and I had to chase everything myself. The dealership then tell me they told Alphabet a week before that the car was ready to be returned to me and Alphabet tell me that information never got registered with them, so my car was sitting around for a week longer than it needed to be adding further insult to the ineptitude and poor, poor experience. No courtesy car was provided at all, apparently this isn't their remit so the jury is out on that one.

Awful company don’t recommend, car went back 2 months ago and there still trying to take money and sending me invoices, took money WITHOUT AUTHORISATION, despite them acknowledging there’s been a mistake over 40 days ago nothing sorted still receiving emails, awful service

Hello,

I just wanted express my thanks and appreciation to everyone involved in my case and lease car, and especially to Martin P in maintenance control.

I received very poor service from Audi where my car was being fixed and Martin was so helpful and attentive to me and my situation and showed comprehensive understanding overall.

Once Martin had stepped into support me I received my car back the following week after Audi having it there for 3 weeks prior and doing nothing with it and I was chasing them multiple times.

Thank you for all your assistance and support and I would highly recommend using Alphabet and their services to anyone.

I had a lease car for four years and on the whole reasonably good experience.
My issues:-
Received a penalty for not paying a toll with Merseyflow. Very difficult to resolve as it's alphabets car even though I am the driver. Eventually got email confirmation that Merseyflow had made an error ( my account was in credit). Passed this on to Alphabet. Several emails. Two departments later still not refunded. It's now four months later. Alphabet just lazily waiting for a refund rather than progressing this with Merseyflow. It would take a phone call to request the refund but somehow I am expected to resolve it. To repeat - Alphabet own the car so I cannot request a refund on their behalf. It was more about principle but not prepared to waste any more time. Just to say shame on your Alphabet for your tardy, ineffective and lazy response to this matter. I will just stay out of pocket eh!
The last issue was after three years BMW stopped the software services on the car I was leasing. Alphabet again took no responsibility blaming BMW. I leased the car with it's software from Alphabet and not BMW. I was expected to pay for the license extension. So again not resolved to my satisfaction just to Alphabets.

Best taxi company ever..
Kind regards to driver Hassan, 116, amazing driver, went out of his way in kindness making all the diference in my day. Picked up from hospital @ end shift & allowed me to say bye to my parents on their travel to airport..

Great service by friendly professionals.

When I was due to hand my leased car back, I had a look on here and was worried I was going to be charged an arm and a leg.

I really can't fault Alphabet through my whole leasing experience with them. Every time I contacted them, they were very helpful, and attentive.

I had to hand my car back early due to my new one arriving early, and they were really helpful and provided early termination quotes very quickly. The quote they gave me was very fair, and didn't charge me anywhere near the remaining rentals left on the car (which they could have done legally).

The guy who came and picked up the car was really fair with the damage report (unlike Arval Leasing), and I was only charged for the two alloys I'd damaged, and not the very minor door ding. It was £80 per alloy which was cheaper than taking them to get repaired locally.

Overall a very positive experience, and I wouldn't hesitate to use them again (however leased car prices have gone up too much due to interest rates, so I bought one on 0% finance).

Avoid at all cost. Leasing is expensive, I waited 6 months for my car to arrive, if you buy the service package it takes 48 hours to confirm a booking and 21-25 days to get your car serviced. Absolutely ridiculous. They also take additional money out of your account without your consent. I got two parking ticket in error and the company apologised and gave me a letter to prove this. Alphabet took admin fee and I have called and written to them to give back the money. It’s making a year and I’m still trying to get the money. They have also taken other payment without an explanation as to why which I am investigating. Also each time someone contact them for your address they charge an Admin fee. They take this money direct from your account. Find another leasing company or buy your own car. Don’t buy any service pack it’s a con. Because I need to wait close to a month for a service, I have no car and will have to pay separate again for a service. The company needs reporting as they’re not delivering the service customers are expecting. Can’t wait for my contract to finish to leave them.
I will be reporting them to Trading standards. This is called fraud!

I have experienced some of the worst customer service with Alphabet.
Even after raising my issues to higher levels of management, I found them to be condescending & have very little empathy.
Would avoid like the plague!

The automated system fell over due to adverse weather and traffic but the back office were fantastic in resolving and pulling out all the stops

We have had 2 vehicles spanning over a decade from Alphabet in the UK and whilst there has been minor issues, ultimately Alphabet sorted it out and all was well.

Think they should promote the business a bit more instead of relying on brokers.

We were slightly disappointed and surprised that no one asked if we would like another car.