Alphabet International Reviews 

Car delivered on the 15th December 2025 with many electrical faults and reported to Alphabet and Polestar the next day since then its been a shambles.
Avoid this crowd like the plague. Here we are 10 months after my lease car was delivered and still it has not been repaired. It has been into Volvo twice, once was for a diagnostic check and the other was to get the car repaired all arranged between Polestar and Alphabet. This is after constant emails and phone calls because neither company could be bothered to sort these issues out. The second time the car went in, I went to London, came back it had not moved because Alphabet refused to pay for the car to be repaired even though I have the emails confirming this booking with Volvo Peterborough. Since then no replies and I have reported Alphabet and Polestar to the Ombudsman and stopped paying for the car. The worst customer service I have ever experienced. A shambolic company and mad to think they are even connected to BMW!!!
The reply here is laughable. It’s been 10 months, and since March not 1 reply from the Customer experience team. Alphabet finance have been in contact with me because I’ve stopped paying for the car, they’ve emailed the Customer experience team and even they’ve not had a reply. Just look at all the reviews on here it’s the worst customer service I’ve ever experienced. Trading standards are now involved along with the ombudsman let them deal with it now, I’m done!

Steer clear of this company. I leased a car through AA lease earlier this year. This is my first experience of leasing a car and had been a little concerned about level of customer service in the event of an issue but I was reassured by my perception of the AA in all of my previous dealings with them. What actually happens is that although you arrange your car via the AA lease site and team, the lease agreement is with a third party, in my case Alphabet UK.

Unfortunately my car (Audi a5 ehybrid) has been back at the local Audi dealership three times within the first 6 months as the result of a recurrent fault, twice having to be recovered from the roadside as it was undriveable. This has left me inconvenienced and without my car for weeks at a time while it is fixed, but the reason for the recurrent fault cannot be determined. I have complained via AA lease ( who pass any responsibility to alphabet) and four weeks after raising my complaint I still don’t have any response. The car is completely unreliable and no fit for purpose and I wish to return it but there is absolute silence with no one taking responsibility for the issue. Avoid these companies at all costs- would also suggest avoiding an Audi a5 e hybrid!

I have been having problems with my leased vehicle serviced and maintained by Alphabet for over a year, it has been in the dealership 3 times for the same repairs without success.
I contacted Alphabet to raise a complaint about my problems as dealing with them every day was becoming frustrating.
My case was assigned to a Customer Experience Executive by the name of Adam, I foolishly expect my vehicles problems to be investigated.
• Dealership contacted, copies of the workshop repair reported obtain.
• The dealerships service manager to be contacted to discuss the faults.
• Maybe even car manufacturer contacted.
For around 3 month there was little to no progress and normally took over a week for them to reply to my emails.
Eventually I was told there is no evidence that the fault is currently present and my car needed to go back into the dealership for another look.
Additionally, they wanted me to obtain copies of the workshop repair reports and provide it to them.
When I requested to speak to his manager I was told “managers do not directly investigate or handle complaints and are not customer-facing”.
So now my vehicle is going back into the dealership for its 4th time, I have zero confidence the problems with my fixed and that Alphabet will do anything about it.

If it was up to me, I would cancel the contact with Alphabet and NEVER USE THEM AGAIN.

They are a bunch of crooks. The montly cost of our lease was really reasonable so we went for it, but they have added nearly £900 of bogus charges upon collection - 100 quid for invisible scratches to a windscreen, 160 for scuffs that are apparently a single mm over acceptable standards, etc etc. I'll be challenging the charges as strongly as I can, but leave this as a warning to others - don't fall for a cheap deal, as they'll get you at the end.

Con Artists. READ THE REVIEWS - AVOID ANYTHING TO DO WITH THIS COMPANY. Every interaction I have with this company revolves around them trying to extort money from my leasing contract. They have no desire to provide a good service and get paid for it, their business model is extortion pure and simple.

Leased a brand new BMW M5 touring in December 26 which developed a fault on the steering rack after 8 weeks which was replaced the fault has since come back and the car is currently in the workshop having had the suspension replaced which has not solved the issue its now been in the workshop for 2 weeks?
I was assigned a complaint handler Emma and received an email to say she was dealing with my issue I have since emailed 3 times over 3 weeks phoned 3 times and still they have not got back to me.

Spoke to someone else at Alphabet and tried to escalate the issue to be told it must be handled by the assigned complaint handler who doesnt return either my emails or calls and they set a task on the system to contact me urgently and 4 days later still no contact?

Not sure where to go from here looks like i will be rejecting the car!

Will give 1 star, because I cant give less...
wait for a car for 4 months, to be told my order was cancelled. The complains department is a joke and invented a story that did not happened. Tried to place another order but the "systems" is not working for 2 months... never seen anything like this.

Worst finance company I have ever dealt with. Took delivery of a lease Nissan X-trail and reported issues and intent to reject the vehicle within 8 days of receipt. 5 weeks on now and car hasn't been collected. The Complaints team seem to have staff training every other day, impossible to get through on the phone and ignore emails or requests to call back for days on end. Keep being told it's "early days" so basically they are saying "case is not a priority", which is easy for them to say when they don't have a faulty vehicle which is not fit for purpose. Maybe a complaint on here will kick them into gear ?? (Wont hold my breath) Feel I will be forced to contact the Financial Ombudsman as they have seemingly no desire to act with any speed to resolve complaints and now have a car I am not driving, am renting a car to be able to work and cant sort out a lease on a new vehicle until its resolved (Unfortunately you have to wait 8 weeks to get the Financial Ombudsman involved or would have done that already).... It's hard to express just how shockingly bad their service but I don't think I have come across a worse company in my 47 years of life.

Car that was leased broke down after 7 days - the following customer service has been abhorrent. I would wholeheartedly say avoid this leasing firm even if it meant you went without a vehicle.

The following issues then persisted - awful customer service, people lying to our business about refund policies, not following up with the refunds and meaning we wasted our time chasing for the following 6 months trying to obtain a refund. Once promised a refund, they then did not register a credit note and thus meant more chasing from our side, still currently waiting for a refund.

When the right hand doesn't know what the left hand is doing, you know you are at Alphabet.

It's a genuine pity that this has to happen, because there is a massive need for the 3rd biggest player to gain more traction in the industry, but as an Alphabet driver, and having been with many others in the past, reluctantly, and I rarely do, I have to write this comment.

The entire coordination process among the leasing company, a dealer, a repair shop, and a substitute vehicle is under no one's responsibility or control. All subcontracted suppliers to Alphabet are struggling to obtain authorisations. It's a fact, unfortunately. Facts:
- Over 45 days to book a bodyshop repair in conjunction with a small substitute vehicle
- 3 wrong B-class substitute vehicle bookings (+30km from the garage, wrong day, wrong garage).
- 15 days vehicle held in the repair shop, but came back to the dealer unrepaired as the amount authorised was at a loss for the bodyshop.
- Not one phone call from Alphabet, around 10 performed by me. Plus about 10 to the dealer and the repair shop, which apologised several times, but had their hands tied.
- Alphabet, when phoned up, sends to a 3rd party call centre that has no visibility on what happens and can only direct you here or there. Impossible to talk to Alphabet directly. Many employees are stressed out and have little patience left (understandably)
- I only had two parking scratches on my front bumper, about 4 hours' work in the repair shop. Counting everyone involved, I assume about 80 hours of work have been put in by different people.
- The car was not repaired at the end. I took it back with the scratches and gave up.
- I started the booking process in September, and in mid-December, I picked up my car, which was still not repaired.

The issue is that Alphabet does not have a control system for what is officially booked or requested through them. The coordination they should be managing is a mission impossible for them. Their subcontracted suppliers are put in a corner. Their drivers' opinions are irrelevant to them.

As said, it's a pity because we really don't need this kind of service from a good and reliable strong brand.

Wow not surprised to see 1.2 rating. 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.

AVOID THIS COMPANY FOR CAR FINANCE! Agreed a lease with The AA and the finance through Alphabet, the car developed multiple errors inside 20 days. Rejected the car formally but Alphabet Customer services do not reply, are not bothered and do not adhere to the 2015 Consumer Rights Act. Sent evidence of these multiple errors along with a dealer inspection and zero engagement or response from Alphabet. Had to engage a solicitor to take my case up.
Do not use them at any cost.

I agreed a new figure with alphabet for an EV for another 2 years they sent a contract which I signed but the figure I signed was above what we spoke about on the phone basically they snt me the figure minus VAT....point is i agreed 3 leases and 2 of them are correct and this one they will not accept responsibility......cusomer service is atrocious and staff are rude please avoid at all costs.

Please avoid this company they will rip you off at every level. They will say one thing them try and get out of it after. I had a service agreement which as the car was being returned within the month they refused to commit to the work but still took the money!. The car was returned two weeks early and after they confirmed I would get a refund of the contract for what i hadn't used they then denied they agreed to that !
Please be very wary of any dealings

Terrible service after my clutch broke on my 10 month car I was made to pay £3008 to get it repaired by Nissan who said it was wear and tear after 9k mile.
I ask Alphbet to look into the issue, alls they did was get the report from Nissan and excepted what they said without doing their own investigation. After lookers have my car for 6 months, I went to collect the car £3008 lighter only to find the gearbox is broken. I have send emails request a call but nothing don’t seem to want to know. Never ever use this company again

I had 2 BMW X5 with Alphabet, car is wonderful, average experience with them on the 1st one but with this one the condition has been much worse and now I have been ask to pay the supertax (italy 1'300€) for 2023 when the car was delivered to me the 24th of january 2024!!! registration was cleverly done by them on 28th of december 2023 to pump up the 2023 total registration when the car was not even reached the dealer and now they want me to pay for their taxes!!! so unprofessional and we will see eachother in the legal deparment...

Terrible staff, totally disinterested in resolving issues, promise to call back only to not bother.

Terrible return service have been trying for 3 weeks to return car and they keep saying that we haven’t paid the full 12 months lease and we have. No one will call you, no customer service at all. Do not use. We are trying to return a car we have paid 12 months payments and car ithat is 5k below the excees mileage on the lease and they are saying that we owe more money? Please please can someone help us return this car.

Awful experience. Took a car out and have spent the last 2.5 years asking for an early termination. All mind boggling to terminate . The last one, higher than last months. So it has an increase despite a shorter term. The whole thing has felt like I’m chasing a carrot. Works out to more than just paying the agreement off for the remaining term. Joke of an outfit. Will make sure to use the ‘maintenance’ policy to the max. Cowboys.

I leased an EV from Alphabet in June last year.. Govt changed the Road tax.. however there was a workaround to renew Road tax early to avoid the majority of the additional cost.. obtaining another 10 months for free. Requested Alphabet to complete this for me.. COMPUTER SAYS NO.. Customer Experience team says NO they won't do it.. asked for details to complete the process online myself.. NO won't provide.. so I'm lumped with paying 10 months road tax which any normal person with an EV could have avoided. And they have billed me for the entire 12 months charge rather than splitting it over the remaining lease period. P**D off! Won't use Alphabet again..