Complaints

This profile includes complaints for Alpha Warranty Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Alpha Warranty Services, Inc.

  PO Box 95790 South Jordan, UT 84095-0790

  
• 

  Alpha Warranty Services, Inc.

  PO Box 580 Riverton, UT 84065-0580

  
• 

  Alpha Warranty Services, Inc.

  11456 S Temple Dr South Jordan, UT 84095-7843

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought this warranty whenever I got the car and was given a copy of that warranty but only one page with my signature on it last month my transmission went out now, they tell me that my warranty only cover $2,500 which happens to be the amount paid for the warranty and I was e-mailed a
  copy of some contract that I never signed. I want my car fixed or the return of all my money paid.

  

  Business Response

  Date: 04/04/2023

  Dear BBB, this customer purchased one of our inclusionary
  contracts when they purchased their vehicle from the dealer. While Alpha
  Warranty conducts regular trainings with our dealer partners, we’re often not privy
  to the everyday selling of our products. In this case, the explanation of the
  service contract to the customer may have given them a different impression of
  what the contract actually covers in practical terms. We are pleased to be able
  to provide $2,500 of coverage for a replacement transmission for this customer
  and understand from our Claims team that they had a conversation with the
  customer at which time the details of coverage were explained. Alpha Warranty
  stands behind each of our service contracts within the terms specified and does
  so consistently.

  Customer Answer

  Date: 04/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: please have them show me the original contract that was signed by me showing me the full contract because if they have dealers hiding the real contract information from the buyer then they are liable for misleading the customer. Please show me the original contract that I signed because mine doesn’t show page four or any other pages pass that. Thank you 
  
  
  
  Sincerely,
  
  ****** ******
  

  

  Business Response

  Date: 04/10/2023

  Dear BBB, Alpha Warranty service contracts are not signed on
  each page to make a legally binding document. Our Claims Department has
  reviewed the customer’s service contract that contains their signature that was
  executed at the time of purchase. In the contract, the limit of liability for
  the customer’s vehicle given its age and mileage at $2,500, which is the amount
  Alpha Warranty has agreed to cover according to the terms of the contract. If
  the customer didn’t retain a copy of their contract and still wishes to review the
  contract they signed or to further dispute the terms, they will need to contact
  the dealership where they purchased it.

• Initial Complaint

  Date:03/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used vehicle 12/28/22. At the time I purchased a full warranty from Alpha Warranty Services. I 03/27/23 I submitted a claim for a covered part and was denied. Originally I was told it was weather related. This part cant fail due to the weather causing a non-covered part to fail. The mechanic clarified that it was not weather-related and a covered part failed, resulting in extensive damage to the brakes. The warranty company now claims it was rust and lack of routine maintenance. The reason a warranty was purchased was because we cant ensure the history of maintenance so this peace of mind coverage is in place. I have not had the vehicle long enough to ensure routine maintenance was done.

  

  Business Response

  Date: 03/30/2023

  Dear BBB, todays vehicles are subject to all kinds of corrosive and degrading elements. Used vehicles are especially vulnerable because they have gone through any number of different environments that cause corrosion that weaken and may cause parts to fail. The service contracts Alpha Warranty sells are designed to provide coverage for many of these types of failures,but not all. While we strive to provide as broad of coverage as possible, not all parts failures are covered. Such is the case with ************ claim. Our Claims team of certified mechanics work closely with this customers repair facility to determine the cause of the failure. In this case, the type of failure on the vehicle is listed on the service contract under the section titled, What is not covered on line 5. Based on the inspection conducted by the customers repair facility and their assessment of the repair, we were unable to provide coverage due to excessive rust on the piston and all over the component.

• Initial Complaint

  Date:03/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I been paying for alpha warranty just in case my car breaks down well on 3/21/23 I had to put my car in the shop alpha dose not want to pay for my car to get fix and it's on my contract that cover what I need the differential rear end

  

  Business Response

  Date: 03/24/2023

  Dear BBB, this customers claim was started on Tuesday,March 21, 2023 and we have been waiting for an estimate from the customers repair facility where the vehicle is located before we are able to move the claim forward. At this point we have not denied any coverage or had any indication of denial. In her complaint, the customer appears to be under the impression that her claim has been denied and has been intentionally delayed. This is incorrect. Once the Alpha Warranty claims team has the estimate, it will need to be reviewed and then we will more than likely need to complete an inspection based on the dollar amount associated with this claim. 

• Initial Complaint

  Date:03/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is regarding warranty on my 2015 F-150, My mechanic has spoken with Alpha adjuster, They want to put a used transmission in my truck. I have asked for information on this used part. Has it been services? is there a guarantee? no nothing, They just want me to take it. If I don't and go with a new transmission they want to pay **** towards it. Seriously, If they can't guarantee a part how can they want you to put it in. If it goes in and then it doesn't work then my truck is back in the shop,. No rental so I am out of a vehicle again while they offer another used transmission. I have been willing to pay extra for the new one but not 2000-3000. Is this how this warranty company does business,. No where nor at any time did anyone tell me they would put used parts in. I understand after market, rebuilt but that's not what this is, It's a transmission out of a wrecked vehicle. which if you check with ***** their 2015 are known for torque converters going bad so this one unless it's been rebuilt is going to do the same. Why buy a warranty if they want to put junk yard parts

  

  Business Response

  Date: 03/30/2023

  Dear BBB, the customer makes an important point in her complaint but does not have the full understanding of the coverage provided under the terms of her service contract.
  
  The customer's contract states The limits of OUR (Alpha Warranty's) liability will be the lesser of the reasonable cost to repair or replace any part with another of like, kind, and quality, less DEDUCTIBLE. Reasonable costs are defined as charges for the repair or replacement of parts covered under this CONTRACT at prevailing retail labor rates, using parts of like kind and quality, which may include serviceable used parts, rebuilt parts, aftermarket parts or remanufactured parts, as customarily used in the automobile industry and as determined by the ADMINISTRATOR. It is expressly understood that replacement parts NEED NOT BE NEW. Reasonable costs are also limited to charges necessary to correct the actual cause of a covered MECHANICAL BREAKDOWN.

  Under the limit of liability section the contract states that Alpha Warranty can use new, remanufactured, OEM,Aftermarket, or used. In this case, our certified mechanics elected to provide a used option because they thought it was the best available part at the time.
  
  The total claim amount does count towards the limit of liability, therefore the used/cheaper option give the customer the chance to file additional claims if necessary without reaching that amount and maxing out the limit of liability of their contract.

  The used part offered comes with a 12 month/12,000 mile warranty. This means that the used part supplier provides coverage for a failure related to their unit. Once that warranty is expired, the transmission will still be covered under the Alpha Warranty contract until the term of the contract runs out.
  
  This option gives the customer a reduced dollar amount against their limit of liability and still offers coverage of the transmission until contract is no longer active or the limit of liability has been met. 

  We hope this detailed explanation provides some clarity for the customer. 

• Initial Complaint

  Date:03/15/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an extended warranty through alpha warranty services on dec 11 when I purchased my 2010 armada titanium. On march 8 I heard a ********** truck was stalling to go back so I called ****** to bring it in to get looked at. I let them Know I had a warranty & have them the info. ****** made the call & opened a claim to my warranty department who goes by the name of *********. They sent a claim adjuster out on 3/14 & on 03/15 they denied my claim however they told me the adjuster went on a 15 mile ride & didnt feel the vehicle had any shifting problems so that why they denied my claim. When I spoke to ********* at ****** she said the claim adjuster they sent had walking issues & could not ***** the vehicle properly & he only asked to go for a 1 mile drive in the parking lot doing 10mph. Theres no way they did a complete assessment of my vehicle before they denied it.

  

  Business Response

  Date: 03/16/2023

  Dear BBB, Alpha Warranty Services stands behind each and every vehicle service contract we sell. In the case of Ms. ********* vehicle, the inspector found no failure during the 15 miles driven. The report also stated that ****** service technician informed the adjuster that they did not recommend the transmission had a problem nor needed to be replaced at the time. There is no record of the ****** service department conducting any diagnostics that was evident to the inspector. Despite the fact that the service department didnt put the car on the lift so the inspector could do a thorough review, he was able to provide 25 photos. Without a clear diagnosis from the service department that shows the point of failure on the vehicle, it is impossible for Alpha Warranty to provide any coverage. However, if a failure to the customers vehicle can be demonstrated, Alpha Warranty stands ready to help within the terms of the service contract. We would advise the customer to seek a second opinion on her vehicle.

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19598817
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  I can provide testimony from the dealer stating your adjuster came out & asked to go 1 mile doing 10mph in the parking lot of the service center. There is absolutely no way he properly inspected anything on my vehicle by doing that. He blatantly lied saying he went on a 15 mile ride & they have cameras that can prove that he did not do so. If there were any other actions that they needed to perform or should have performed, why wasnt I made aware before you denied my claim? 

  

  Business Response

  Date: 03/21/2023

  Dear BBB, thank you for alerting us of Ms. ********* ongoing concerns regarding her vehicle. After considerable research by our claims team,we have determined that there appears to be some conflicting information from the inspection. Our team did contact the customers repair facility to gather the information we needed to reopen this clam and get a second inspection started. The repair facility reported to us that the customer removed the vehicle from the shop. In order for us to further address the customers concern, the vehicle needs to be inspected thoroughly to verify that the problem is covered under the terms of the customers service contract. We sincerely hope ******************** will return her vehicle to the repair facility and have them contact our claims department to open a new claim. Alpha Warranty Services stands ready to provide the support she needs and expects within the terms of the service contract she holds.

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Jeep had a transmission issue, so I immediately took it to a repair company that works with Alpha Warranty. They were quick to figure out that the pump had failed, causing damage to parts in the transmission. They had a full inspection done before even reaching out to Alpha (~$600 including a heavy discount, which is not covered) I have been in constant contact with the tech there, who has been given the run around by Alphas adjuster. I called alpha as well, many times now as it has been over a month that my car is in the shop. I have been given laughably false timelines, conflicting information about the process and still have no idea if any of this will be covered. I was told coverage was approved but needed to be reviewed 2 weeks ago. I called Monday and they are now saying that they need a 3rd party inspection, which I was previously told had been done in the first week. I asked customer service for call logs or any verification that they have been communicating with the shop, but was told simply we have notes in our system. I need my car to work, to live, and $30 reimbursement doesnt even begin to cover what it would cost to be able to drive to work and home daily. All Im asking for is confirmation or denial of coverage, or even a solid timeline of when this will be resolved. This process has been ridiculous, and I am extremely disappointed with Alphas customer service and integrity.

  

  Business Response

  Date: 02/16/2023

  We're very sorry this customer has had such trouble with the ********************** on her vehicle. Alpha Warranty Services stands ready to provide the financial support she needs to get her vehicle repaired at a reputable repair facility. Unfortunately, the shop she had her vehicle at was very uncooperative and even went so far as to send fraudulent photos of another vehicle they tried to pass off as ********************. After much back and forth with ****************, as of February 16, 2023, Alpha Warranty Services has authorized payment of $3,600 to have her transmission replaced. We hope she is satisfied with the service she has received from her repair facility as Alpha Warranty Services has done everything in our power to make this process as smooth as possible for her within the terms of her service contract with us. 

• Initial Complaint

  Date:02/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have a warranty on my car and I was told that it would cover my motor and when I had a problem with my motor the n my car now they dont want to cover it they are a uselessness warranty now Im out a ton of money getting my car fixed that the warranty was supposed to be covered be aware of this company scam

  

  Business Response

  Date: 02/03/2023

  ************************** car repair claim was denied because his contract doesn't cover burnt *************** 9 of his contract, it specifically states that repairs to correct loss of compression related to worn, burnt, collapsed, or carboned piston rings or valve parts, are excluded from coverage. Today's vehicles are very complex machines and it is unfortunate that this type of failure in the customer's engine wasn't able to be covered.

• Initial Complaint

  Date:01/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For current customers as myself, please BEWARE of this Fraudulent Company, and their Deceptive Practices. I have only owned my vehicle for 10 months, and it has been a nightmare with this company. Customer Service has been very rude to me, my service advisor and repair facility. This company does not stand behind its stated "Contract" I purchased the PriorityOne Unlimited (highest Level of Protection) I paid extremely good money for this warranty. I paid over $6,200, and they REFUSE to repair my vehicle. They have continuously denied coverage. I own a Range Rover. Their So Called Skilled Mechanics seem to not be knowledgeable with Luxury Vehicles, which are precision machines and require a very higher standard of care. My "Lower" Timing Cover failed, 60 days from purchasing vehicle, I opened a claim. Long story short.. it saturated my alternator, and my vehicle completely shut down on me while driving, with my 4yr old and 5 yr old, EXTREMELY SCARY SITUATION. Nonetheless..my vehicle sat at the dealership for over 1 month.. and they took forever to approve the claim, and when they did.. they literally only paid 40% of the repairs... I was left having to cover thousands out of my pocket. NOW... my vehicle has been in the shop again, since Jan.3. Its going on another month of this nonsense. My "RIGHT UPPER" Timing Cover is now leaking, and was towed to dealership immediately upon vehicle shutdown. I opened claim on Jan. 9th. In the contract it states TIMING COVER is COVERED ENGINE PART & SERVICE. This is a completely different Timing Cover, in a different location. Range Rovers have (3) Timing Covers. They denied claim. They are failing to protect my vehicle for covered repairs, and are in Breach of Contract. This whole situation has caused me and emotional distress and breakdown, because I am on foot, with no vehicle. I have multiple health issues, and have failed to go to drs, because I have no car. This repair is NEEDED, because they are failing to protect my engine and get it fixed. It could lead to complete engine failure. THIS NEEDS TO BE RESOLVED, This is Deceptive Business Trade, and I feel robbed of $6,200!

  

  Business Response

  Date: 01/30/2023

  Thank you for taking the time to provide this review with the BBB. It has given us the chance to revisit the customer's claim in greater detail. As with all matters that rely on human interaction, there are times when we make a mistake. When we do, we take responsibility for it and get work to get it resolved. This is the case with this customer's claim. After an in-depth review of his claim, it has been determined that our Claims Adjustor didn't take the entire situation into consideration before denying the claim. Due to this error, Alpha Warranty will be covering the claim and contacting the customer to get this matter fully resolved. 

  Customer Answer

  Date: 02/05/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. Furthermore, I will accept once this entire problem is resolved. At the moment, the amount they are willing to offer is less than what I expected. I wasn't expecting to have to come up with $1100 out of pocket. You would think they would at least cover 60% of the total. Still waiting on final amount.. and still waiting on resolution
  
  
  
  Sincerely,
  
  ******* ******
  

• Initial Complaint

  Date:01/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  in Nov 2022 I took my navigator in for issues with the power window and rear power lock. Claim number 10304596GF. They would not cover the rear lock and part of the window problem. Stated it wasn't covered because it was mechanical; then the second lady I talked to said it wasn't covered since it was inside the car. All they wanted to do was deny, deny, deny. This company has no interest in living up to their obligations.This is under Alpha warranty Priority One policy #******. We will not purchase from them again and advise others to stay away from this company.

  

  Business Response

  Date: 01/25/2023

  We understand the customer's frustration with the partial denial of his claim. The reason is that the part on his vehicle didn't fail. It only needed to be reprogrammed. Per his service contract, reprogramming a functional part isn't covered. Alpha Warranty was pleased to cover the other part that did fail and paid the $156 required to get it replaced. Additionally, the customer has used his ***************************************** service contract to have other parts replaced on his vehicle. His contract has since expired and we hope he will consider purchasing another one for any future vehicles as we stand firmly behind each and every service contract across the terms of the contract.

  Customer Answer

  Date: 01/29/2023

   
  Complaint: 18890052
  
  I am rejecting this response because: The reprogramming should be covered. It is not something that I wore out like brakes or oil. Note that Alpha only allowed 1/2 dealer labor for the part they covered ( where can I go to get that rate?). Common sense tells you a power window or door lock failure should be covered under warranty.

  You can use convenient terminologies and creative writing to hide behind but in the end you should recognize right from wrong and do the right thing. Your paying customers deserve it!

  I discourage everyone from buying an Alpha warranty. I won't make that mistake again.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Opened a claim on 12/2/2022 after my repair shop diagnosed my 2018 Audi A4 as needing a new engine due to a failed head gasket. The inspector from Alpha came to the repair shop and agreed with the repair shop that the engine needed to be replaced, even told the shop he was pretty positive it would be approved. Alpha then denied the replacement stating that the engine had overheated due to warping of the cylinder head that they say can ONLY happen from overheating. They did tell me they would be willing to change their coverage decision if the repair shop could submit sufficient evidence that the engine did not overheat. Repair shop pulled the logs from the *** which not only showed that the engine never overheated, but never even ran slightly high on temperatures. Alpha then still continued to deny the claim and said even though you submitted those logs showing that the engine never overheated, we are still choosing to believe it did due to the warping of the cylinder head. So I paid $4,861 to be told even though you proved your engine never over heated, we are still going to say it did to save ourselves some money. My entire experience with the company has been less than pleasant to say the least. Furthermore, why is it that I as the customer and consumer am condemned to only being allowed to speak with customer service agents? I was told our adjusters dont speak to customers, they only speak directly with the repair shop. If you have any questions regarding the decision made, you must have the repair shop call and speak with the adjuster and relay the information to you.

  

  Business Response

  Date: 12/21/2022

  In the customer's contract in the section titled "what is not covered (line 9), it states that repairs due to overheating of the engine are not covered. After sending out an independent inspector and reviewing the logs, one of Alpha Warranty's ASE certified mechanics spoke with the customer's mechanic and determined the cause of the warping was due to engine overheating. However, in order to provide assistance to the customer, the supervising claims adjustor determined to cover the cost of a new head gasket ($2,437) that can be put towards the repair of the customer's vehicle even though the overall engine replacement was denied per the terms of the contract. With respect to the other part of the complaint about not being able to speak with a claims adjustor, Alpha Warranty policy directs that customer interaction is handled by trained customer service personnel to provide the best experience.