Alphabet (GB) Limited Reviews 105

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.

Great Company
I have just handed back my Skoda Karoq 6 months early, I had trouble with the imfamous SOS problem with all VAG cars, missed two deadlines for collection due to a new control unit needed along with a third software update. The guys at Alphabet were brilliant , extended my deadline without charge ,always pleasant and helpful and above all professional. Can't understand all the negative posts , there aren't too many companies I have faith in anymore but Alphabet seems to buck that trend.

Avoid this company at all costs

DART Charge sent 4 fraudulent tickets to AlphabetGB which they hurriedly paid and made their commission on, before I could get a chance to challenge the tickets.

I successfully appealed the tickets and DART wrote both to ourselves and to AlphabetGB that the tickets were fradulent and had been reversed. They also wrote that refunds have been approved and would be sent to AlphabetGB. This letter was sent to both ourselves and AlphabetGB.

AlphabetGB denied receiving the letter until I produced my own copy which clearly had them named as a recipient.

This letter was dated 7th of July. Till date AlphabetGB has refused to refund us. I have called DART on 0300 3000 120 and DART says they have closed and resolved all the tickets successfully but cannot give me any further info as Alphabet GB is name as the registered owner.

AlphabetGB has refused to call DART on 0300 3000 120 to discuss where my money is. Their customer service people keep claiming that they have sent emails to DART on every occasion that I have called. I have called several times over the past 2 months. AlphabetGB is dodging out of calling DART on 0300 3000 120 but keep claiming that they haven't yet received any response from DART. They are doing this so they don't have to refund the charges they made on the fraudulent tickets. They are hoping that I get worn out and give up on my quest for a refund on those fraudulent tickets.

Avoid doing business with AlphabetGB at all costs if you haven't opened a contract with them yet. They are a nightmare.

If I could give them 0 I would. Had a car with them for over 3 years. The car was kept in an immaculate condition as in even i had protected their original mats and no ream damage .. no dents .. nothing...
However when I returned the car to them they actually charged me £320 which was like two scratches which were well within the acceptable ranges. The car had no dents or paint scuffs .. just 3 scratches which could be polished out and is acceptable.
Scammers and very unreliable. I would never every recommend them to anyone or any companies...

We have a very good business relationship and Each individual person is helpful although sometimes there are issues when rules or systems are rigid.

With regards to maintenance of our car fleet we would like to request more options as getting appointments are difficult and issues also arise not having a local dealer available to us.

Acquired this lot leasing my last BWM. They literally nickel and dime you for communication. I received a fine parking at my own flat. They sent a letter in the post during the postal strikes Decmeber 2022 telling me I could pay it and charged me £14.40 for doing that. Then paid the fine because I didn't response - because I didn't get the letter. Meaning the management company couldn't rescind the fine. An they've just done the same thing. Except this time I got the letter told them I am dealing with it and still get a £14.40 fine for the pleasure of that letter from them. NUTS. BAd Bad Bad terrible customer service zero emotional intelligence.

Having phoned customer service and speaking to Alphabet first contact I thought the informal lease agreement for 1 month was in place as £25 was taken from my account I assumed as admin fee . Many calls and emails later still unaware if lease in place , I signed a hard copy of contract and sent back at least 3 weeks ago . Terrible company to do business with .

I returned the car, Inspection done on the the day everything perfect no damage or scratches found on the car and nothing to pay. After 2 weeks email come demanding £325 for the dent wich magicly appears on the car wich I really don't understand. After complaining to the customer service speaking to (Charlotte Harper) another emails come day later demanding £825 now. Dont really understand what really happing. STAY from the compay.

EDITD on 4th May after their reply- I have contacted the email that provided let see how they sort the matter.

I returned the car, Inspection done on the the day everything perfect no damage or scratches found on the car and nothing to pay. After 2 weeks email come demanding £325 for the dent wich magicly appears on the car wich I really don't understand. After complaining to the customer service speaking to (Charlotte Harper) another emails come day later demanding £825 now. Dont really understand what really happing. STAY from the compay.