Alphabet (GB) Limited Reviews 105

My lease vehicle suffered a major mechanical failure on 26 December and I have now been without a working car for over three weeks.
Despite paying around £190 per month for a brand-new vehicle, Alphabet has failed to provide any mobility solution. Recovery could not fix the car, and I was initially told the earliest dealer appointment was 2 February. I had to source an earlier appointment myself, far from home, and no courtesy car was available. I’ve since been told parts are required and the car will be off the road even longer.
Alphabet has repeatedly stated they are “not obliged” to provide a replacement vehicle, leaving me — a parent with children — with no transport at all. I am still being charged for a car I cannot use and have received no refund or goodwill gesture.
Overall, the service has been extremely poor: long delays, no practical support, and a complete lack of accountability. I would strongly caution others against leasing through Alphabet if you expect reasonable assistance when something goes wrong

Took out the maintenance deal on a business lease and after suffering repeated tyre pressure loss in a tyre I have received suboptimal service. Kwik fit their partner came after 4 days to fit a new tyre but brought the wrong tyre. Would have to wait another 4 days for the tyre to be ordered. Spoke to customer service and was told another option would be to use a dealership. They would just need to ring for authorisation. Alphabet then argued about whether the tyre would be covered and then decided only 50% of the tyre cost would be covered because the car was only 2 months old. I questioned this and asked why this had not been communicated at the time of booking kwik fit and the man hung up on me. Just rude- I didn’t even swear at him!
The maintenance is a complete waste of money and my time as I’ve had to source the tyres and book with the dealship. If I had been told they might not cover it I would have got my tyre fixed sooner elsewhere. I’ve been without a car for over week. Customer service is terrible. If you book in online for a tyre to be fitted you won’t receive any notification that there might be a charge to you for the tyre. Was told I would have been given and invoice after it had been kwik fit if they had managed to bring the correct tyre. I’m pretty sure that’s not allowed.

I have been awaiting an email response due an ongoing fault with my car and looking to reject my car. No email back. Very disappointed.

I don't write many reviews but thought I would do as their reviews aren't great so I was a bit worried but this has been a great experience from the get go.
No issues with invoicing at all, I was concerned about charges when handing the vehicle back, but they were great and I had no charges. Everytime I had an issue with the car (which weren't many) - a puncture when abroad - the customer services were brilliant and sorted it straight away.
I'd highly recommend. It's shame my new lease isn't with them!

If I could give zero stars I would. Booked my lease car for collection in December (booked in advance in October!) and BCA the logistics company didn’t collect. Rescheduled for 5th January - no correspondence whatsoever during the day until 5pm (after I’d sent another complaint email) saying no one would be collecting the car AGAIN! Rescheduled for Friday - I’m not holding my breath.

EDIT: Since Gemma’s reply on this review absolutely no one from alphabet has reached out. Apparently my car was booked in again today as a VIP collection - again, not a word from ANYONE! please please just come & pick up the car???

Ongoing complaint re car leasing.Refused to accept car,one department doesn’t talk to the other so ended up taking money they shouldn’t and because of their antiquated systems and processes I have to wait upto 8 wks for a resolution all the time paying insurance for a car I don’t want,can’t drive and is loitering on my drive just in case and Ive got no vehicle I can drive.A great Xmas and start to the new year!

Awful experience when I had to rebook my Mot. No one at garage aware of my booking, therefore a wasted day's annual leave. Garage and alphabet both blaming each other.

The most terrible company, they are to bad and lairs .

A star is not worth what they offer. These guys are scam. They steal your properties when u use their services. They are never honest and both the drivers and their administrators are the same. They shield themselves leaving the vulnerable customer to suffer. They are thieves who go the extra length to steal any thing they find.

I have a lease car mg4 since day 2 problems it’s been in the garage twice to be fixed .The entertainment screen goes 0n an off so no phone connection , sat nav , phone etc now also a loud noise coming and going .Its like jet engines .I have had to use my sisters car at times .
I have sent in email after email with replies like where is the car parked ?? I have asked again and again for it to be collected with no reply !!!it’s not fit for purpose ! I have c/c nhs managers .Appalling customer service ! I am now seeking legal advice ! I wish I had read all the negative reviews!! Very unhappy stressed customer . Paying £450 a month for a brand new car that’s not fit for purpose .Theres no point in contacting no one replies !!!!

I have been leasing for a long time and the experience with alphabet has been the worst. Never missed a payment but Alphabet informed Experian that I missed a payment, got a parking fine and they messed it up. I had debt collectors due to no payment of fine. I have an email confirming it was paid... Now they want to charge me for road tax. How do they inform me ? An invoice has been raised. Spoke to finance they can't spread the cost unless I am happy for it to affect my credit rating.

Took initial 3 month deposit from my bank OK but then claimed a further 'amount' roughly equivalent to 4 months. Managed to speak with them and promised a refund within 3 days. Repayment not made! Letters to CEO not answered so far so I have requested that my bank reclaims the money and stop placed on current DD. I have offered to continue payments only via invoice or via my setting up a Standing Order to protect myself. My solicitor is on notice to protect my credit file with instructions to look for correction and compensation if necessary. 24 months to go with hopefully less problems - but their admin systems area mess so not hopeful.

Awful customer service completely uncontactable, when you did get in contact they'd never reply to that email. Dismissive of issues, would never use again. Had a decent car with them for two years but the car was the only good thing .
Edit to reply: I emailed my nominated customer service agent, via their company email, numerous times without response. Not just once. Several times. Nothing. Ever. Not even a courtesy reply .
Update. Funnily enough now I've left a bad review they won't leave me alone! Multiple calls and voicemails. Couldn't contact them for normal service but publicly shame them and they're all over it.
Please stop calling. I have no interest in speaking to you.

FRAUD company. They illegally taken over £5k DD out of my account!!. I have no car leased with them. I have not instructed them or signed a DD mandate.
They asked for info I sent them it all. All I get is an error has occurred!!
An error!! I asked them to send me a copy of the dd mandate/ or evidence of who instructed them to take a DD.
Even better which car do I have, as the car in my driveway is bought and paid for and nothing to do with ALPHABET!
I’m now over drawn it’s Friday. Zero money over the weekend. FRAUD FRAUD FRAUD- no answers being provided!

I felt compelled to write a review seeing all the 1*. I have used Alphabet (via my company) for about 12 years now and have always found them honest and respectful. Furthermore, their ability to go above and beyond (i.e. with ordering dates near plate change and willingness to defer a few weeks for a new plate :-) is welcomed.

The company is a disgrace and tshould not be allowed to operate. I leased a car through them then had to chase them for 3 months to pick up the car after the lease finished. Then I requested & paid the final invoice which was inclusive of excess mileage. Then apparently invoiced me for excess mileage which I never received then added a series of missed payments on my credit file for my monthly hire 8 months after I gave the car back and now I cannot speak to anyone willing to help and now stopping me getting a mortgage and not one employee cares. The worst customer experience you could ever receive how is there not a ombudsman regulating their extremely poor practice?

Extremely pathetic customer service
The lease contract has ended over a month ago, payment for excess mileage paid and account closed
Inspite of that getting repeated invoice e mails, when i ring, no one has a clue as to what is happening
Disappointing, below average lease company
I have always been with Lex Autolrase and they are great
Glad thst my contract has finished, will never go with them, stay away !!!!

Having read almost every review on here it is extremely concerning that this organisation is still providing terrible customer service in all departments and not learning from previous very poor customer experiences.

In respect of my issues. I have leased a BMW from this organisation for the last 3 years.

Earlier this year I changed my bank details for monthly repayments which they confirmed was received and in place. Subsequently they attempted to make a payment from my previous closed account which of course failed. Very quickly a missed payment was recorded on my credit file, and I didn’t pick up the missed payment immediately as I was working overseas at the time. Once I notified them they advised they would adjust my credit report as it was their error. However I did have to chase them up the following month as it wasn’t done.

After recently checking my credit report, I found they had recorded a missed payment for July which was incorrect, payment had been made. I called their collection department who quite proudly informed me I was not the first customer this week to complain that this has happened. I was assured that it would be amended within 2 weeks.

I cannot trust this organisation to record accurate information on credit files, so therefore I am having to spend over £25 a month on checking my credit files to ensure they are not recording false information which is unacceptable.

I have never had any issues with other credit agreements being accurately recorded on credit reference reports.

Would not use this organisation again when I am looking for my next lease vehicle.

We took delivery of a brand new VW vehicle from Alphabet GB Limited in September 2024, and from that point forward, it has been nothing short of a disaster. The car has spent more time in the garage than on the road – we’ve only had 52 days of usable time with the vehicle in nearly a year. That’s not just inconvenient, it’s completely unacceptable.

In January 2025, we attempted to reject the vehicle due to its persistent faults. Alphabet GB’s response? Total radio silence. They failed to follow their own complaints procedure, ignored repeated calls and emails, and made absolutely no effort to resolve the matter. Their communications are appalling – no one ever picks up the phone, no one ever calls back, and getting any meaningful response is like trying to get blood from a stone.

We’re now caught in a situation so ludicrous it would be laughable if it weren’t so infuriating: the vehicle is not as described, the company is uncontactable, and we’re effectively trapped in a one-sided agreement with no support, no solution, and no accountability. We’re left asking the ridiculous question – how do you complain about a complaints department that doesn’t function?

This company has demonstrated an utter disregard for customer service, accountability, and professionalism. If you’re considering Alphabet GB for your vehicle leasing needs, do yourself a favor: run in the opposite direction.

Update in response to Alphabet's reply:
No one has contacted me, and the customer experience representative is not returning my calls. What am I supposed to do? This is ridiculous.

A very poorly run company. Many different departments issuing very different advice and no central log of calls or decisions. I’ve been messed about for 4 months from department to department and still no outcome after returning a new car which was problematic.

Update:

And the cherry on top of the cake, is due to being wrongly invoiced for a car I haven’t owned for 4 months. This company have now marked me with unpaid invoices and now my business credit rating is impacted and I’ve just been refused credit with a competitor.

Awful experience from start to finish. Avoid at all costs if you can.