Alphabet (GB) Limited Reviews 105

They are a computer says no company. Once my contract ends I would not use this company again. You can’t talk to customer services, my car is pointless to have. Had BMWs for over 12 years. Will never buy another one being told I had no choice but to use this company for business finance

During the Christmas period, Alphabet was scheduled to collect our company vehicles but failed to do so. Following this, we contacted them and were given clear assurances that we could keep the cars in a safe location and that all associated costs would be covered by them.

However, Alphabet later denied responsibility for the vehicle collection charges, acknowledging only the storage fees. We explained that, having cancelled our insurance policies on the vehicles, we had no option but to arrange for a third-party storage provider to collect and store them—based on Alphabet’s earlier commitment to cover all related costs.

This company is useless. They riddle their way out of anything by just ignoring customers, offering offensive “goodwill” gestures and then closing complaints.

Do not lease a vehicle with Alphabet!

As an Alphabet customer this company is terrible. I had to pay out £78 of my own money to get a vehicle repaired as the dealership is took it to was not in their maintenance list. I was told on 3 occasions that I would be reimbursed and despite calling and emailing i am still waiting to be repaid. DO NOT USE THIS COMPANY of Scammers

Paid on time for 3 years and when it’s now coming to them collecting the car not getting a single response! Been trying since 29/03 for a return date, email back said a response in 5-6 days still no response. Emailed CS, returns and requested manager to email me nothing.

Will not recommend them to anyone.. I know they are delaying it for me to pay for MOT.

Will be making a formal complaint.

EDIT: If only your responses to important things like returning a car were as quick as your responses to trust pilot reviews! Definitely something your business should re-consider being a priority!

Unfortunately, my experience with Alphabet has been disappointing. Due to issues with the car manufacturer, my vehicle was never delivered. While I understand that supplier delays are sometimes unavoidable, it is concerning that Alphabet appears to have no control or influence over its suppliers, despite being part of BMW UK. One would expect a company of this scale to have processes in place to mitigate such issues and provide resolutions for customers.

Additionally, the handling of my complaint has been unsatisfactory. I was assured that Georgie, from the complaints team, would provide an update on Monday, 1st April. However, no update was given, and despite my email on the same day requesting to cancel the contract while continuing to pursue the complaint, I received no response by Tuesday, 2nd April. When I attempted to call, I discovered that the office was closed for training. It is highly frustrating that the company would shut down all phone lines for training rather than maintaining a skeleton staff to assist customers.

I was informed that I could terminate the contract penalty-free, yet my cancellation request has gone unanswered. The email was sent to a shared mailbox, and even after escalating the matter to Gemma Fisher, the manager, I still have not received a response.

This level of service is unacceptable, and I would caution others to carefully consider their options before dealing with Alphabet.

Tried to Novate a finance agreement, after checking their T&C'S I met everything but still had a firm NO. Even offered to make all outstanding payments in advance on Novation which was still a NO. My BMW dealer said Alphabet do not Novate lease agreements and they have never known a Novation be agreed, so why do they offer it. They would not engage in a conversation and would not explain their decision.

If I could give 0 stars I would! Driver line is diabolical to use, so many menu options to pick from, followed by more menu options and then on hold for a lifetime to speak to anyone! Maintenance package is a joke, drivers sat in a pre-booked service appointment waiting for authorisation for a bloody oil change! Previous to this had to wait hours for new tyres to be fitted. The whole service is a joke!

For anyone that isn't aware, Alphabet (GB) Limited is owned by BMW. It's interesting that we lease a BMW IX from BMW in Shrewsbury and they told us there was nothing wrong with the car. We then sent it to BMW in Stafford with its constant, never ending problems and it has spent more time in the BMW garage getting 'repaired' than it has on our own driveway. We have tried rejecting the car as it simply is not fit for purpose but Alphabet i.e. BMW keep telling us that we have to pay them to get out of the leasing contract even though the car is constantly faulty. I am now attempting to get a full list of problems that we have experienced with the car from both BMW garages and surprise, surprise, they want to speak to me but every time I ring them back they are busy and emails do not get answered. What a surprise. DO NOT TRUST THIS COMPANY. DO NOT TRUST BMW.

Our dealings with Alphabet GB were that we purchased from them our sons ex lease car.
When I saw the reviews on here for this company we almost said to our son we would not bother. We expected it to go wrong.
However, being fair about it, the process went very smoothly and in the main they were very good to deal with.
They communicated well with us, explained the process throughout and generally speaking everything happened exactly how they said it would, without any problems.
The only very slight negative we would have is that at one point we emailed 4 specific questions to them but they only answered 2 of them in their reply. We had to email again to get the other 2 questions answered.
Other than that though, our dealing with them were very good.

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!

I expect someone to call Mr J Brown urgently, It’s a shame you cannot give 0 stars. This company are awful, they are refusing to put us into the contract that was agreed a signed. They claim they emailed to state one page wasn’t signed and then never chased a customer when it’s clear they want to proceed with the contract as it was returned signed, not sure how a business can proceed without chasing customers. Complaint has been made and tried to resolve over the phone but still not resolution and nobody has even contacted us to proceed with the complaint. They stated after this ‘informal contract’ that we are now on they will want the car back in 3 months which is ridiculous, yet they never informed us we were on an informal
Contact in the first place. I think the review rating of other customers speaks for itself really but I would not advise using this company when leasing a vehicle
. Unless they agree to the contract in which was signed then I will need to write weekly reviews and weekly complaints.

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.