Alphabet (GB) Limited Reviews 105

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.

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