EXTREMELY POOR
Well, what can i say! I have never used Trust Pilot to place a review, only ever used it to read them.. however i am somewhat pleased to see that they have a poor rating and that it is not just me who has recieved nothing short of TERRIBLE service and communication.
I could go on for a very long time but to summarise my experience that is unfortunatly STILL ongoing to this day..
(OCT 2025) I have bought a car on PCP, used Zuto (fantasic service) who set me up on a 3 year deal with Alphera..
The deal took HOURS to go through on the date of purchase, so in that time the dealership upsold me a remap on site whilst i waited, i thought yes ok that sounds fine, lets do it..i was told the car is pretty quiet and would benefit from removal of the PPF filter for some extra sound and fuel effiency so this was tuned out in the remap. Fast forward an hour or 2 and the money was eventually sent to the dealership and i was on my way. The car had a slight sound on the engine but it drove fine so i thought nothing of it on thew way back. I then drove it for a month, (!!) which consisted of 1 large journey (Cornwall - Manchester and back) and driving around town (2k miles total) and the cars timing chain SLIPPED and has in turn caused catastrophic failure.
Dealership took the vehicle back, failed a repair after having it for 2 months (NOV-JAN) in which time i kept paying for the car (£400~p/m) and had finally had enough and i sent an official rejection letter as per my rights.
Fast forward to now, the unwind on the agreement has STILL not happened, and i am now told that the car must go back to original condition pre sale..even though it was tuned by the very dealership i purchased it from, even before the money was sent for the agreement..
Alphera have not ONCE called me in the 4 months since my complaint and rejection, i have had to chase them just to be told my case handler who has not even spoken to me outside of some short, useless emails, is looking into it... My 8 week wait time ran out for them to look into the case, i was sent an email saying i can now officially complain to the financial ombudsman, which i have done, then a week later been told they have 'noticed' (known the ENTIRE time) that the vehicle is modified and must go back to standard to progress the unwind..
Absolutely fuming with how useless they have been and i would THOROUGHLY not recommend.
**Disclaimer, the customer service team are nice and polite, my problem is with the management and especially the useless escalation team**
24 April 2026
Unprompted review