Business Profile

Auto Warranty Processing

Alpha Warranty Services, Inc.

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
If you have a question or concern regarding your claim, please contact the company directly at 1.800.662.5519 and ask to file an appeal prior to filing a complaint with the BBB.

Complaints

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

Customer Complaints Summary

180 total complaints in the last 3 years.
69 complaints closed in the last 12 months.

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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:06/27/2025
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.
Purchased a warranty from a finance manager at the ***** ****** BMW dealership who stated I am covered from A-Z. I paid an additional $500 to cover and issues related to headlights. I have returned to the dealership 5 times for the same issue that was never fixed by them. They recommended to replace the headlight as it's the most expensive part they could offer to earn money from the warranty company. They replaced it successfully but the fault message persisted. I followed up with the dealership but they stopped responding, important to mention their manager was hostile towards me too. I went to a closer BMW dealership and they performed the diagnosis and reached out to Alpha Warranty only to receive a denial, which stated that electrical fault messages weren't covered. This message was 100% related to the initial issue of the headlight. I mentioned this to the claims advisor at Alpha and they are adamant that it's not their responsibility despite it being clearly stated in the contract. These people are dishonest and fraudulent, also have a 1.4 star rating on Yelp with hundreds of people claiming the same thing as me. I am seeking a full refund, nothing was fixed despite 6 visits at this point.
Business Response
Date: 07/07/2025
Dear Mr. ******,
Thank you for reaching out. We understand how frustrating this experience has been and appreciate the opportunity to clarify the situation.
Your Intellicare Premier contract with the Lighting Option covered the headlight replacement and related programming authorized in April under claim **********. That repair was completed at the selling dealership and included all necessary programming.
The recent claim (**********) submitted by a different BMW dealership was for additional reprogramming. Because programming is only covered when part of a new covered repair—and this programming relates to the prior repair already paid for—it was not eligible under the contract. Additionally, repairs are covered by a 12-month/12,000-mile workmanship warranty, so the original dealership should readdress any remaining concerns at no cost.
We understand you’ve had a difficult experience with the original dealer. We're happy to help facilitate communication with them to ensure a more productive resolution.
If you have any questions or would like further assistance, please contact our team directly.
Initial Complaint
Date:05/07/2025
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.
Improper Claim Denial
I am submitting this complaint regarding a wrongful denial by Alpha Warranty Services under my service contract for a '18 Ford F-150.
On April 14, 25, I filed a claim for engine failure. My repair facility diagnosed a bottom-end mechanical failure in cylinder 2, confirmed by compression & leak-down testing. The failure involved internally lubricated components, which are explicitly covered under my plan. Alpha Warranty has denied my claim on the basis of alleged “lack of maintenance,” citing: A single instance of going approximately 12,000 miles between oil changes (recommended interval is 10,000). Notes from routine service records indicating the engine oil was sometimes low when brought in for service. While I acknowledge there was one interval that slightly exceeded recommendations, my overall maintenance history is strong, & I have provided documentation to support this. There is no mechanical evidence presented by Alpha Warranty that links this one interval to the specific mechanical failure in question. My mechanic found no signs of sludge, overheating, or oil starvation during diagnosis. Adding oil did not resolve the issue, indicating a mechanical failure unrelated to lubrication neglect. The failure was isolated to one cylinder, inconsistent with widespread neglect or catastrophic failure due to oil loss. Alpha Warranty has offered no technical documentation to support the claim that the failure was caused by poor maintenance only an assumption based on oil change timing & low oil comments from past shop notes.
Under Wyoming’s consumer protection amendments to service contracts, denials must be based on a substantial breach or clear evidence of causation between maintenance neglect & failure. Alpha Warranty’s denial appears to be based on assumption & constitutes bad-faith claims handling.
Business Response
Date: 05/08/2025
Dear Better Business Bureau and Ms. ******,
Thank you for the opportunity to respond to Ms. ***** ******' complaint regarding the denial of her claim filed on April 14, 2025, under her A+ Vehicle Service Contract (*************) for her 2018 Ford F-150.
We understand Ms. ******' frustration and respect her right to seek clarity regarding her claim. Our goal is always to evaluate every claim fairly and in full accordance with the terms and conditions of the contract.
Claim Background:
Ms. ****** submitted a claim for engine failure, diagnosed by her repair facility as a bottom-end mechanical failure in cylinder 2. While this type of component is typically covered under her A+ contract, coverage is contingent upon proper vehicle maintenance and the contract holder’s compliance with all outlined obligations.
Upon review of the maintenance records and vehicle history provided, our Claims Team identified the following key findings:
The first set of maintenance records submitted showed a mileage gap of approximately 34,000 miles (from 88,000 to 122,000 miles) without documented oil service.
After follow-up, an additional record at 99,000 miles was submitted, reducing the gap to 11,000 miles—but still exceeding the manufacturer’s recommended interval of 10,000 miles.
Multiple maintenance reports (MRs) indicated the engine was critically low on oil:
At 117,000 miles, the repair facility noted low oil and performed a top-off.
At 122,000 miles and again at 138,000 miles, oil was reported as not registering on the dipstick.
At 133,000 miles, oil was once again noted to be low.
The failure was reported at 147,000 miles, after the vehicle had experienced repeated oil-level issues for over 30,000 miles.
Contractual Review:
Under the terms of Ms. ******’ service contract, coverage is conditional upon the vehicle being properly maintained according to the manufacturer’s specifications. This includes:
“In order for this CONTRACT to remain in force, and to avoid denial of a CLAIM because of improper maintenance, YOU are required to follow the VEHICLE manufacturer’s required maintenance schedule.”
Additionally, the contract includes the following limitations:
“Repairs required due to lack of proper and responsible maintenance, improper towing, failure to protect the VEHICLE or continued operation of an impaired VEHICLE that shows signs of a clear mechanical problem” (Exclusion #8), and
“Repairs required due to... improper quantity or quality of fluids... including loss of engine oil.” (Exclusion #9)
Despite warning signs of low or missing oil, the vehicle continued to be driven without repair for tens of thousands of miles. While we appreciate Ms. ******’ assertion that the failure was isolated and not caused by oil starvation, the repeated documentation of critically low oil—along with continued vehicle operation—supports our conclusion that proper maintenance and vehicle protection requirements were not met.
Conclusion:
While we empathize with Ms. ******’ situation and understand that mechanical failures are often frustrating and unexpected, Alpha Warranty Services must make claim determinations based on both the technical facts presented and the specific terms of the contract. Based on the documented lack of oil over multiple service intervals and the extended mileage gaps between oil changes, the claim was denied due to a failure to properly maintain and protect the vehicle, as required.
We respectfully maintain our denial of the claim as consistent with the contract provisions and do not find sufficient evidence to override the decision.
We thank Ms. ****** for her business and regret that we are unable to provide a different outcome in this case.
Sincerely,
Claims Management Team
Alpha Warranty Services
Business Response
Date: 05/08/2025
Dear Better Business Bureau and Ms. ******,
Thank you for the opportunity to respond to Ms. ***** ******' complaint regarding the denial of her claim filed on April 14, 2025, under her A+ Vehicle Service Contract (*************) for her 2018 Ford F-150.
We understand Ms. ******' frustration and respect her right to seek clarity regarding her claim. Our goal is always to evaluate every claim fairly and in full accordance with the terms and conditions of the contract.
Claim Background:
Ms. ****** submitted a claim for engine failure, diagnosed by her repair facility as a bottom-end mechanical failure in cylinder 2. While this type of component is typically covered under her A+ contract, coverage is contingent upon proper vehicle maintenance and the contract holder’s compliance with all outlined obligations.
Upon review of the maintenance records and vehicle history provided, our Claims Team identified the following key findings:
The first set of maintenance records submitted showed a mileage gap of approximately 34,000 miles (from 88,000 to 122,000 miles) without documented oil service.
After follow-up, an additional record at 99,000 miles was submitted, reducing the gap to 11,000 miles—but still exceeding the manufacturer’s recommended interval of 10,000 miles.
Multiple maintenance reports (MRs) indicated the engine was critically low on oil:
At 117,000 miles, the repair facility noted low oil and performed a top-off.
At 122,000 miles and again at 138,000 miles, oil was reported as not registering on the dipstick.
At 133,000 miles, oil was once again noted to be low.
The failure was reported at 147,000 miles, after the vehicle had experienced repeated oil-level issues for over 30,000 miles.
Contractual Review:
Under the terms of Ms. ******’ service contract, coverage is conditional upon the vehicle being properly maintained according to the manufacturer’s specifications. This includes:
“In order for this CONTRACT to remain in force, and to avoid denial of a CLAIM because of improper maintenance, YOU are required to follow the VEHICLE manufacturer’s required maintenance schedule.”
Additionally, the contract includes the following limitations:
“Repairs required due to lack of proper and responsible maintenance, improper towing, failure to protect the VEHICLE or continued operation of an impaired VEHICLE that shows signs of a clear mechanical problem” (Exclusion #8), and
“Repairs required due to... improper quantity or quality of fluids... including loss of engine oil.” (Exclusion #9)
Despite warning signs of low or missing oil, the vehicle continued to be driven without repair for tens of thousands of miles. While we appreciate Ms. ******’ assertion that the failure was isolated and not caused by oil starvation, the repeated documentation of critically low oil—along with continued vehicle operation—supports our conclusion that proper maintenance and vehicle protection requirements were not met.
Conclusion:
While we empathize with Ms. ******’ situation and understand that mechanical failures are often frustrating and unexpected, Alpha Warranty Services must make claim determinations based on both the technical facts presented and the specific terms of the contract. Based on the documented lack of oil over multiple service intervals and the extended mileage gaps between oil changes, the claim was denied due to a failure to properly maintain and protect the vehicle, as required.
We respectfully maintain our denial of the claim as consistent with the contract provisions and do not find sufficient evidence to override the decision.
We thank Ms. ****** for her business and regret that we are unable to provide a different outcome in this case.
Sincerely,
Claims Management Team
Alpha Warranty Services
Customer Answer
Date: 05/11/2025

Complaint: ********
To the Better Business Bureau and Alpha Warranty Services,

Thank you for your detailed response. I appreciate the opportunity to clarify the facts and address the assumptions made in the denial of my claim under Contract #**************

1. Maintenance Records & Oil Change Intervals
Alpha Warranty alleges that I exceeded the recommended oil change interval of 10,000 miles by approximately 1,000 miles during one 11,000-mile interval. While I acknowledge that a single oil change occurred slightly over the recommended mileage, this is:
Not a significant deviation, especially for modern synthetic oils,
Not a pattern, and
Not sufficient evidence that it caused a bottom-end failure in Cylinder 2.

The contract does not state that coverage is voided for minor lapses — only for substantial breaches or failures that directly cause the mechanical breakdown. Alpha Warranty has provided no mechanical evidence that this brief overage directly caused the failure.

2. Low Oil Reports
Alpha Warranty repeatedly cites notes that the vehicle arrived low on oil at service appointments. However, no mechanic diagnosed oil starvation or damage from lack of oil.
The engine failure in question was isolated to Cylinder 2, not widespread as would be expected in oil starvation.
When the oil was topped off or changed, the issue remained — clearly indicating that low oil did not cause the problem.
Importantly, my repair shop performed a compression and leak-down test that confirmed a bottom-end mechanical failure, not sludge buildup, heat scoring, or oil starvation — all of which were absent. This reinforces that the damage was due to mechanical failure of a covered component.

3. Continued Use of the Vehicle
Alpha Warranty claims I “continued to drive the vehicle for tens of thousands of miles with low oil.” This is a mischaracterization. The oil was checked and topped off during maintenance visits, and I relied on professional service shops to maintain the vehicle properly. If Alpha Warranty believes that merely driving between service visits constitutes “failure to protect the vehicle,” it sets an unreasonable and subjective bar that could invalidate nearly any claim.

4. Contractual Obligations and Good Faith
The contract requires proper maintenance — which I’ve provided over the life of the agreement — and Alpha Warranty must demonstrate that the failure was caused by a lack of maintenance. To date, they have offered no technical report or mechanical evidence linking my maintenance to the failure in question.

Final Position:
I respectfully maintain that:
The bottom-end failure of Cylinder 2 is a covered repair,
My maintenance history meets the reasonable expectations of the contract,
Alpha Warranty’s denial is based on assumption rather than technical evidence,
And the denial violates the intent and fairness principles of the contract.

I ask the Better Business Bureau to consider this claim in light of the actual evidence and the professional diagnosis provided. I also request Alpha Warranty reconsider its position in good faith and fulfill its contractual obligation.

Sincerely,
***** ******

Customer Answer
Date: 05/11/2025

Complaint: ********
To the Better Business Bureau and Alpha Warranty Services,

Thank you for your detailed response. I appreciate the opportunity to clarify the facts and address the assumptions made in the denial of my claim under Contract #**************

1. Maintenance Records & Oil Change Intervals
Alpha Warranty alleges that I exceeded the recommended oil change interval of 10,000 miles by approximately 1,000 miles during one 11,000-mile interval. While I acknowledge that a single oil change occurred slightly over the recommended mileage, this is:
Not a significant deviation, especially for modern synthetic oils,
Not a pattern, and
Not sufficient evidence that it caused a bottom-end failure in Cylinder 2.

The contract does not state that coverage is voided for minor lapses — only for substantial breaches or failures that directly cause the mechanical breakdown. Alpha Warranty has provided no mechanical evidence that this brief overage directly caused the failure.

2. Low Oil Reports
Alpha Warranty repeatedly cites notes that the vehicle arrived low on oil at service appointments. However, no mechanic diagnosed oil starvation or damage from lack of oil.
The engine failure in question was isolated to Cylinder 2, not widespread as would be expected in oil starvation.
When the oil was topped off or changed, the issue remained — clearly indicating that low oil did not cause the problem.
Importantly, my repair shop performed a compression and leak-down test that confirmed a bottom-end mechanical failure, not sludge buildup, heat scoring, or oil starvation — all of which were absent. This reinforces that the damage was due to mechanical failure of a covered component.

3. Continued Use of the Vehicle
Alpha Warranty claims I “continued to drive the vehicle for tens of thousands of miles with low oil.” This is a mischaracterization. The oil was checked and topped off during maintenance visits, and I relied on professional service shops to maintain the vehicle properly. If Alpha Warranty believes that merely driving between service visits constitutes “failure to protect the vehicle,” it sets an unreasonable and subjective bar that could invalidate nearly any claim.

4. Contractual Obligations and Good Faith
The contract requires proper maintenance — which I’ve provided over the life of the agreement — and Alpha Warranty must demonstrate that the failure was caused by a lack of maintenance. To date, they have offered no technical report or mechanical evidence linking my maintenance to the failure in question.

Final Position:
I respectfully maintain that:
The bottom-end failure of Cylinder 2 is a covered repair,
My maintenance history meets the reasonable expectations of the contract,
Alpha Warranty’s denial is based on assumption rather than technical evidence,
And the denial violates the intent and fairness principles of the contract.

I ask the Better Business Bureau to consider this claim in light of the actual evidence and the professional diagnosis provided. I also request Alpha Warranty reconsider its position in good faith and fulfill its contractual obligation.

Sincerely,
***** ******

Business Response
Date: 05/12/2025
Dear BBB and Ms. ******,
Thank you for your thoughtful reply. We appreciate the opportunity to respond to your concerns and further clarify our position regarding the claim denial under Contract #*************.
First, we acknowledge receipt of the additional maintenance records you provided. However, we do question why these were not submitted during the initial claims review process, as complete documentation is essential to making an informed and timely decision. As you noted, one of the oil change intervals did exceed the manufacturer's recommended maximum by approximately 1,000 miles. While this may appear minor, the contract clearly states in the “Contract Holder Obligations” section:
“The manufacturer’s recommended service schedule will be considered the maximum allowable interval between maintenance services required by this CONTRACT.”
There is no provision in the contract allowing for “minor lapses” or subjective interpretation. Our obligation is to adhere to the contract as written.
Additionally, the same service records that confirm maintenance also document repeated reports of low oil levels—at times showing no oil registering on the dipstick. We cannot selectively disregard information simply because it’s unfavorable. These records are part of what we rely on to evaluate the condition of the vehicle and the circumstances surrounding a breakdown.
You referenced a bottom-end failure in Cylinder 2. It’s important to clarify that the lower end of the engine is typically the first area affected when a vehicle operates with low or no oil—because the oil pump delivers lubrication to the bottom end before the top. The compression and leak-down tests mentioned confirm a loss of pressure but do not provide insight into the underlying cause of the failure. A full teardown would be necessary to determine the specific failure and whether it correlates to a covered component or a maintenance-related issue.
Moreover, as stated in the contract:
“If a breakdown occurs, use all reasonable means to protect the VEHICLE from further damage whether or not there is COVERAGE under this CONTRACT… There is no COVERAGE under this CONTRACT for YOUR failure to protect the VEHICLE.”
This includes avoiding continued operation while the vehicle is known to be consuming or running low on oil. Adding oil only during routine maintenance visits, rather than addressing consistent oil loss through diagnosis and repair, may be seen as a failure to protect the vehicle from further damage.
That said, we understand and respect your position. If you would like to formally appeal this decision, we welcome that opportunity. You may contact our Customer Service team to request an appeal form. Once submitted, our team will re-evaluate the claim and supporting documentation. Based on the current information, we believe there is a good chance the claim could be reopened and re-reviewed.
Thank you again for taking the time to communicate your concerns. We remain committed to handling your case with fairness and integrity.
Sincerely,
Alpha Warranty Services
Business Response
Date: 05/12/2025
Dear BBB and Ms. ******,
Thank you for your thoughtful reply. We appreciate the opportunity to respond to your concerns and further clarify our position regarding the claim denial under Contract #*************.
First, we acknowledge receipt of the additional maintenance records you provided. However, we do question why these were not submitted during the initial claims review process, as complete documentation is essential to making an informed and timely decision. As you noted, one of the oil change intervals did exceed the manufacturer's recommended maximum by approximately 1,000 miles. While this may appear minor, the contract clearly states in the “Contract Holder Obligations” section:
“The manufacturer’s recommended service schedule will be considered the maximum allowable interval between maintenance services required by this CONTRACT.”
There is no provision in the contract allowing for “minor lapses” or subjective interpretation. Our obligation is to adhere to the contract as written.
Additionally, the same service records that confirm maintenance also document repeated reports of low oil levels—at times showing no oil registering on the dipstick. We cannot selectively disregard information simply because it’s unfavorable. These records are part of what we rely on to evaluate the condition of the vehicle and the circumstances surrounding a breakdown.
You referenced a bottom-end failure in Cylinder 2. It’s important to clarify that the lower end of the engine is typically the first area affected when a vehicle operates with low or no oil—because the oil pump delivers lubrication to the bottom end before the top. The compression and leak-down tests mentioned confirm a loss of pressure but do not provide insight into the underlying cause of the failure. A full teardown would be necessary to determine the specific failure and whether it correlates to a covered component or a maintenance-related issue.
Moreover, as stated in the contract:
“If a breakdown occurs, use all reasonable means to protect the VEHICLE from further damage whether or not there is COVERAGE under this CONTRACT… There is no COVERAGE under this CONTRACT for YOUR failure to protect the VEHICLE.”
This includes avoiding continued operation while the vehicle is known to be consuming or running low on oil. Adding oil only during routine maintenance visits, rather than addressing consistent oil loss through diagnosis and repair, may be seen as a failure to protect the vehicle from further damage.
That said, we understand and respect your position. If you would like to formally appeal this decision, we welcome that opportunity. You may contact our Customer Service team to request an appeal form. Once submitted, our team will re-evaluate the claim and supporting documentation. Based on the current information, we believe there is a good chance the claim could be reopened and re-reviewed.
Thank you again for taking the time to communicate your concerns. We remain committed to handling your case with fairness and integrity.
Sincerely,
Alpha Warranty Services
Customer Answer
Date: 05/13/2025

Complaint: ********
Thank you for your reply and for offering an opportunity to appeal the decision. I have already contacted your Customer Service team to request the appeal form and will be submitting additional documentation, including a clear timeline of service and the original repair facility diagnosis.

While I understand the need to follow contract terms, I maintain that a 1,000-mile overage during a single service interval — in the context of a well-documented maintenance history — does not rise to the level of neglect, nor is there clear evidence linking that overage or oil level fluctuations to the mechanical failure in question.

I appreciate your willingness to reconsider the claim and hope for a fair resolution through the appeal process.

Sincerely,
***** ******
Customer Answer
Date: 05/13/2025

Complaint: ********
Thank you for your reply and for offering an opportunity to appeal the decision. I have already contacted your Customer Service team to request the appeal form and will be submitting additional documentation, including a clear timeline of service and the original repair facility diagnosis.

While I understand the need to follow contract terms, I maintain that a 1,000-mile overage during a single service interval — in the context of a well-documented maintenance history — does not rise to the level of neglect, nor is there clear evidence linking that overage or oil level fluctuations to the mechanical failure in question.

I appreciate your willingness to reconsider the claim and hope for a fair resolution through the appeal process.

Sincerely,
***** ******
Initial Complaint
Date:05/07/2025
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.
On Monday 5-5-2025, we took our Landrover Discovery in for service because the AC stopped blowing cold. After diagnosis it was found that the compressor clutch had failed. Alpha warranty denied our claim because the contract only covers the compressor and not the clutch even though the compressor and clutch are one single assembly and are sold and installed as a unit. Our mechanic even tried to push back against their denial with no success. When speaking with an associate about the issue they told us “you really need to read the contract carefully before you sign it”.

This is shady business practices and the type of “slight of hand” that gives warranty companies a bad name. No other dealership backed extended warranty works like this. This company should be ashamed…

DO NOT PURCHASE THEIR WARRANTY SERVICES!!!
Business Response
Date: 05/08/2025
Dear Better Business Bureau and Mr. *****,
Thank you for the opportunity to respond to Mr. ******* *****’s recent complaint regarding a denied air conditioning claim on a Land Rover Discovery under Contract **************
We understand that automotive repairs can be costly and inconvenient, and we regret any frustration this situation has caused Mr. ***** and his family. We appreciate the opportunity to clarify the reasoning behind our claim decision and to reiterate our commitment to transparency and fairness.
Claim Review and Contract Overview:
The claim, filed on May 5, 2025, involved a failure of the vehicle’s air conditioning system, specifically the compressor clutch. The customer purchased an ALaCar contract with selected coverage for:
Air Conditioning
Fuel
Hi-Tech
Seals & Gaskets
The Air Conditioning coverage includes the compressor, condenser, and evaporator core. It does not include the compressor clutch, which is a separate component even when housed within the same assembly. In this case, the failure originated with the compressor clutch—a component not listed as covered—which subsequently caused the compressor to fail.
Although the clutch and compressor may be manufactured and sold together as one physical unit, they are functionally and contractually distinct. The compressor clutch operates as an electromagnetic switch that activates the compressor when cooling is needed. Because the initial failure was of the non-covered clutch, and the contract only provides coverage for listed parts, the resulting compressor damage unfortunately falls outside the scope of coverage.
Contract Clarity:
The ALaCar contract is a stated component agreement, meaning only the exact parts listed are eligible for coverage. This structure is designed to provide affordable, tailored protection based on selected systems, and is presented transparently at the time of sale. We do agree that reading and understanding a service contract is important before purchase, which is why we encourage customers to review coverage details and ask questions. We regret if any comments made during Mr. *****’s call came across as dismissive—that was not our intent.
Conclusion:
We understand that this outcome is disappointing, especially when a part appears to be part of a larger assembly. However, Alpha Warranty Services is obligated to follow the written terms of the contract. In this case, the initial failure of a non-covered part—regardless of its connection to other components—means the claim does not qualify for coverage.
We appreciate Mr. ***** bringing his concerns to our attention and will continue to use feedback like this to improve communication and education regarding our coverage options.
Sincerely,
Claims Management Team
Alpha Warranty Services
Customer Answer
Date: 05/09/2025

Complaint: ********

I am rejecting this response because:
these types of technicalities in the warranty should not exist in the first place. It tremendously reduces the value of an extended warranty on a vehicle because there are so many connected parts and makes it undesirable for customers who just want extended coverage without haggle or hassle. For me this warranty cost an extra $3800 on top of the vehicle purchase price, and we have only had the vehicle for five months. It is shady business practices, and I do not recommend anyone go with this company for extended warranties go through dealership serviced extended warranties only.

Sincerely,

******* *****
Initial Complaint
Date:05/01/2025
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 2019 BMW, X2, in July 2023. I was offered an extended warranty at that time through Alpha , which I purchased. In April 2025, I was driving my vehicle and noticed Some odd behavior with power going uphill upon returning home, I called a local mechanic who specializes in import vehicles and explained my issue. Scheduled appointment for diagnosing the issue. Upon driving the vehicle to the repair shop, warning light appeared on panel stating drivetrain issue drive moderately. After the mechanic inspected the vehicle the diagnosis was a cracked exhaust valve. The mechanic initiated a claim with Alpha warranty and provided the information which they requested. Within a day the claim was denied. I was referred to my contract to number nine under items that are not covered that states, repairs to correct loss of compression or oil consumptionrelated to worn, burnt, collapsed or carbon piston rings or valve parts. I was told by Alpha warranty that there were signs of burning on the exhaust valve and therefore it is not covered. My mechanic was somewhat bewildered by their response, considering the cap was cracked, and he did not see any signs of burning I spoke witha representative who was not very helpful, just stated exactly the same thing to me that the claim was denied, and that was the reason. I have receipts that show my vehicle maintenance within BMW’s recommended maintenance schedule. This vehicle has 54,000 miles on it. This issue is no fault of mine due to neglect of maintenance on the I am now left with an $11,000 repair bill that has to be paid out of my pocket.
Business Response
Date: 05/08/2025
Dear Better Business Bureau and Ms. *********,
Thank you for bringing this matter to our attention. We sincerely regret the frustration Ms. ********* has experienced related to the recent claim filed on her 2019 BMW X2 and appreciate the opportunity to clarify the status and context of this case.
Claim Background and Timeline:
In April 2025, Ms. ********* reported a drivability issue, which her repair facility later diagnosed as a cracked exhaust valve. A claim was initiated under her Vehicle Service Contract, and information was submitted to our Claims Department. We understand the vehicle currently has approximately 54,000 miles, and we commend Ms. ********* for maintaining it according to BMW’s recommended service schedule.
Initially, the claim was denied based on Exclusion #9 of the service contract, which states:
“Repairs to correct loss of compression or oil consumption related to worn, burnt, collapsed or carbon piston rings or valve parts” are not covered.
The preliminary communication from the repair facility suggested the valve showed signs of burning, which would fall under this exclusion. However, we acknowledge that the repair facility later clarified their view that the valve was cracked, not burnt, and they did not observe combustion-related wear.
Updated Claim Status:
We want to emphasize that the claim is not closed and the denial has been overturned pending further diagnosis. Our adjusters have been actively working with the repair facility to gather additional information to determine the true cause of failure. On May 5, 2025, our adjuster advised the shop that if burning is ruled out, we can proceed with coverage of the affected components—potentially including the cylinder head, if consistent with the contract terms.
To avoid unnecessary out-of-pocket costs, the repair facility was encouraged to perform a non-invasive inspection (via borescope or intake access) to confirm the condition of the valve and surrounding components. We also advised that an engine replacement would not be covered unless a covered failure affecting the entire engine is identified. However, should the issue be isolated to the cylinder head, coverage is possible and the associated approval could be used to offset the repair.
Next Steps:
We are awaiting the repair facility’s follow-up to confirm the cause of the crack in the valve. Once that is determined, our team is prepared to move forward promptly. Our goal is to provide fair, contractually compliant support and avoid undue financial burden wherever possible.
Conclusion:
We appreciate Ms. *********’s patience and her commitment to properly maintaining her vehicle. We regret any confusion caused by earlier communications and are actively working to ensure the claim is resolved fairly. Alpha Warranty Services remains committed to honoring all valid claims under the terms of our service contracts and providing clarity throughout the process.
Sincerely,
Claims Management Team
Alpha Warranty Services
Initial Complaint
Date:04/30/2025
Type:Billing 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.
Alpha Warranty ran up a $1100 diagnostic bill because they needed pictures of the parts that needed to fixed. After denying the claim they left me with the bill on top of having to pay for the fix out of pocket. I am not a mechanic but since I accidentally said its an old car they have issues they took that as the car had issues prior to purchase. Why does the diagnosis from a fry cook decide a cars condition? But because of that turn of phrase my car is basically totaled after 3 weeks because I cant afford to pay the ridiculous bill Alpha racked up on top of the repairs.
Business Response
Date: 04/30/2025
Dear Better Business Bureau and Mr. ********************* you for the opportunity to respond to this matter. At Alpha Warranty Services, we are committed to treating all customers with fairness, transparency, and professionalism, and we take concerns like these seriously.
Mr. ************ complaint relates to a claim filed on April 23, 2025, for issues related to the rear differential and axle shaft. At the time the repair facility contacted Alpha Warranty, their initial diagnostic work had already been completed. In line with standard industry practices and the terms of the contract, our adjuster requested supporting documentation,including photos of the failed components. This request was made to verify the nature of the failure, particularly because the claim exceeded inspection thresholds,and the contract had been recently activated.
We would like to respectfully clarify and correct an inaccurate statement in the complaint: Alpha Warranty did not "run up a $1,100 diagnostic bill" by requesting documentation. We only authorized and discussed approximately one hour of diagnostic time with the repair facility over the phone. The amount referenced in the complaint appears to include additional chargespossibly for teardown or repair workthat were neither requested nor approved by Alpha Warranty. We did not authorize or cause the repair facility to perform any services beyond standard diagnostic protocol.
Furthermore, we must firmly reject the implication that Alpha Warranty acted dishonestly or in bad faith. Alpha Warranty consistently adheres to the written terms and conditions outlined in the service contracts we administer. We also work openly and honestly with both customers and ********************** facilities in accordance with established procedures designed to ensure fair and timely claim decisions. Any request for documentation or photos was made in accordance with these procedures, not as a tactic to delay or avoid coverage.
During the course of the claim, Mr. *********** shared with our team that he believed the issue may have existed prior to his purchase of the vehicle, and that the previous owner may have attempted to reseal the affected component. Based on this statement and the service contracts clear exclusion of pre-existing conditions, the claim was denied. A secondary review by our Resolutions Team upheld that decision.
We also note that the contract was canceled at the customer's request on April 29, 2025, and a refund of $1,086.22 was processed in accordance with the contracts cancellation terms.
While we understand Mr. ************ frustration, Alpha Warrantys actions were guided entirely by the service contract, which clearly outlines what is and is not covered. Our team handled this claim professionally and in accordance with both the terms of the agreement and our longstanding commitment to fair business practices.
We appreciate Mr. ************* time and hope this response provides helpful clarity.
Customer Answer
Date: 05/01/2025

Complaint: 23267165

I am rejecting this response because: Regardless of all this heartless professional talk Alpha likes to use. I have a mechanic saying I owe him 1100 because Alpha had them tear down the car and take pictures, thats a fact. Neither Alpha or the mechanic disclosed I would be footing that bill. So yes Alpha ran up a bill and ran away. Im just a broke *** cook trying to take care of his family. I didnt ask to be preyed on like this. Im spending 100 bucks a day to **** to work. That money easily could have gone towards the payments on repairs. Alpha didnt want to help because they found a loop hole the squeeze out of. The whole Prior damage part of the contract is a scam. What? You think people are getting used cars with absolutely no issues? Any thing can be deemed a prior issue on a used car. Which means they can pull this scam on anyone within the first month. SCAM.

Sincerely,

**** ***********
Initial Complaint
Date:04/21/2025
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.
3 /18/2025 2014 ***** 9 was purchased. $10,000. Cash. On April 18, 2025, the temp gauge went up ..towed, and the water pump had busted within the motor, leaving the motor waterlogged and destroyed ..a little over 2 mos.I took their car to the requested mechanic, *******************, by Alpha Warranty. The car was purchased at ********************* in ********** va.the dealer is refusing any solution, and the warranty denied the engine ..even though it's listed on the warranty . I cannot replace a motor and water pump myself, on a car that was just purchased .In closing, both of the Business involved has refused to help ..and the car sits at *******************. .
Business Response
Date: 04/22/2025
Dear ******,

We appreciate the opportunity to respond to your concerns, and we understand how frustrating an unexpected vehicle issue can beespecially so soon after purchasing a car.
Alpha Warranty Services provides coverage in accordance with the terms and conditions outlined in the *************** Contract (VSC) purchased at the time of sale. Our goal is always to provide clear, fair, and timely support within those terms.
Upon receiving the repair request, we promptly reviewed your claim and approved coverage toward the water pump, which is a covered component under your plan. A total of $2,384.60 was authorized and made available for this repair.
Unfortunately, the additional damage to the engine was the result of fluid intermix and overheating, stemming from the water pump failure. As noted in the service contract, we are unable to provide coverage for:
Repairs required due to overheating, regardless of the cause of overheating, repairs related to fluid intermix, or repairs required due to improper quantity or quality of fluids
This exclusion is standard across many vehicle service contracts and is in place because overheating-related engine failures can result from a wide variety of pre-existing or maintenance-related factors outside the scope of warranty protection.
We want to emphasize that we did not deny the entire claimwe honored the portion that was eligible under the plan and contributed toward the repair costs. We encourage you to work with your repair facility to utilize the funds provided, and we remain available to discuss the case further if there is new or additional information that may affect eligibility.
Our team truly regrets that we were not able to approve the full cost of the engine repair. We strive to support our customers as much as possible within the boundaries of the contract, and we are happy to provide a copy of the *** and the claim details upon request.
Customer Answer
Date: 04/22/2025

Complaint: 23231235

I am rejecting this response because:

Sincerely,

****** *********
I am rejecting this due to the fact in this model of ***** c9 the water pumps actually sits inside the motor, and it would be useless to say you could replace the water pump...without replacing the engine ..not possible.
Business Response
Date: 04/24/2025
Dear Ms. ******************* you for your continued communication regarding your BBB complaint.
We understand your concern about the water pump placement in your ***** CX-9. Its true that the water pump is located behind the timing chain cover and driven by the timing chain, which gives the impression that it is "internal." However, it is not considered an internal engine component like those within the engine block or cylinder head.
While accessing the water pump does require significant laborincluding removal of the engine to access the timing componentsit is indeed possible to replace the water pump without replacing the engine itself. Industry-standard labor guides such as Alldata and ******** include detailed replacement procedures for this component and do not indicate engine replacement as part of the process.
In your case, we did authorize the labor time needed to remove and reinstall the engine to facilitate access to the water pump. However, the engine itself was not covered due to the nature of the damageintermixwhich is explicitly excluded under the terms of your service contract.
We appreciate your understanding and are here to answer any further questions you may have.
Initial Complaint
Date:04/09/2025
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 warranty plan from alpha warranty services. On April 09, 2025 I called in because I needed to file a claim with them for a repair on my 2019 TeslaModel 3. I am having issues with my 5 way actuator valve. Under the terms of the contract, it states that valves are covered. Al-ha warranty services is stating that valves are not covered when an agent informed me that they were just to be told theyre not by another person.
Business Response
Date: 04/10/2025
Dear Mr. ****************** you for your feedback. We understand how important it is to receive clear and consistent information, and we sincerely regret any confusion you've experienced.
After reviewing your contract (AWS10045603E) and the communication history on your account, wed like to clarify a few important points regarding your recent inquiry.
You have an A+ Electric Enhanced contract, which is a specialized plan designed to support electric vehicles like your 2019 Tesla Model 3. When you contacted us on April 9, 2025, you inquired about coverage for a 5-way actuator valve, which we understand is a solenoid valve specific to Teslas climate control or HVAC systems.
While your contract does list coverage for certain valves, those are internal engine components such as intake or exhaust valvesnot solenoid valves or actuator components. Based on our review, the 5-way actuator valve is not listed as a covered item under your current contract.
We understand that you were told by a representative that valves are covered. That statement is true in general for covered internal engine components as specified in the contract, but we acknowledge that it may have led to confusion in this case due to the technical nature of your vehicle and the part in question. We apologize for any miscommunication that may have occurred.
Additionally, we had sent you our Tesla claims worksheet and explained how Tesla-related claims are handled. Our adjusters had also spoken with a Repair Facility (**) to begin preparing for a claim; however, we did not receive any follow-up documentation or communication from the ** to initiate the process. Without a formal claim being filed or a diagnosis from a licensed repair facility, we were unable to proceed.
We also understand that you have since requested to cancel your contract. We respect your decision and will ensure that any eligible refund due under the terms of your contract is processed promptly.
We truly appreciate your feedback and the opportunity to clarify this matter. If you have any additional questions or would like further assistance, our team is here to help.
Sincerely,
Alpha Warranty Services Customer Support Team
Initial Complaint
Date:04/09/2025
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.
Alpha Warranty Services denied my warranty claim based on an undocumented and speculative overheating diagnosis. The dealership admitted it did not perform diagnostics, yet Alpha still denied the claim. Now that the claim is reopened, Alpha has gone silent and is failing to communicate or assist in resolving the matter. This appears to be a stall tactic or bad faith practice.
Business Response
Date: 04/10/2025
Dear Mr. ************** you for bringing your concerns to our attention. We understand how frustrating it can be to deal with vehicle issues, especially when you're seeking help through a service contract thats meant to provide peace of mind. We appreciate the opportunity to address your concerns and clarify where things currently stand.
After reviewing your account and the associated claim, we can confirm that a claim was initiated on March 27, 2025, through our online portal for concerns related to overheating and smoke coming from the vehicle. According to the information provided at that time by the repair facility (**), the vehicle had come in overheated with a locked engine, and the shop was recommending replacement of the radiator, engine, and drive belt.
Based on this initial input, and because the radiator is not a covered component under your contract, and failures due to overheating are explicitly excluded, the claim was denied by the online adjuster in accordance with the contract terms.
However, we take customer concerns seriously and are committed to a thorough and fair review process. On April 4, 2025, your claim was escalated and reopened by a supervisor at your request. His notes reflect our intent to revisit the decision, gather additional diagnostic details from the *** and determine the actual point of failure. Specifically, the supervisor requested the following from the **:
- Diagnostic trouble codes (DTCs)
- ********** condition and levels
- Coolant level and condition
- Any evidence of overheating (e.g., contamination findings or technical service bulletins)
The supervisor also noted the possibility of arranging a third-party inspection once sufficient information has been provided by the ** to help validate the root cause.
As of now, we can confirm that the supervisor reached out to the repair facility on April 9 but unfortunately was unable to get a response. We understand your concern about delays, but please rest assured that this is not a stall tacticwe are actively working to move the claim forward. Another outreach attempt is scheduled to ensure we receive the information needed to complete a proper review and proceed accordingly.
Alpha Warranty Services is committed to acting in good faith and ensuring all claims are handled promptly and in alignment with contract terms. We remain open and ready to continue assisting with this claim and welcome any cooperation from your repair facility to help bring it to resolution.
If theres anything else we can do in the meantime, please dont hesitate to reach out.
Sincerely,
Alpha Warranty Services Customer Support Team
Customer Answer
Date: 04/10/2025

Complaint: 23184313

I am rejecting this response because:
While I acknowledge the claim has been reopened, Alphas current position does not resolve the ongoing hardship Ive endured, nor does it offer a path forward for the engine repair or proper transportation support.

1. Engine Claim Must Be Resolved

Alpha Warrantys original denial was based on undocumented and speculative input from Premier ********* of ******** a dealership that failed to perform or document a full diagnostic, yet charged me a fee. Now, Alpha is attempting to collect additional documentation from that same dealership, which has already proven uncooperative and negligent.

I am requesting that Alpha Warranty approve the engine repair without further delay, based on:
The dealerships failure to provide timely or complete diagnostic information
The absence of any clear evidence supporting the overheating exclusion
The fact that Alpha initially denied the claim prematurely and only reopened it after formal escalation

Delaying further while Alpha waits on a dealership that already failed its duty is unreasonable and unfair.

2. Transportation Support Past and Ongoing

I have been without a vehicle for over six weeks, through no fault of my own. I am requesting the following transportation support:
Rental reimbursement of $2,100 ($50/day 6 weeks) for the period I have already been without a vehicle due to the delays caused by both Alpha Warranty and Premier *********
Ongoing rental coverage starting immediately and continuing until:
The dealership provides a proper loaner vehicle for the full duration of the engine repair, or
The repair is completed and I have my vehicle back

A service contract is supposed to offer peace of mind and protection. In my case, it has resulted in extended hardship, out-of-pocket costs, and no transportation all while Ive acted in good faith and tried repeatedly to resolve this through the proper channels.

If Alpha Warranty and the dealership are unable to coordinate this among themselves, then one or both parties need to step up and provide this support now.

Conclusion

I am asking for:
Immediate approval of my engine repair claim
Reimbursement for the six weeks Ive been without a vehicle
Ongoing rental coverage moving forward, until the dealership provides a proper loaner vehicle or my vehicle is returned to me

Until these matters are addressed and a real resolution is offered, this complaint must remain open. Thank you for your time.

Sincerely,

***** ****
Business Response
Date: 04/11/2025
Dear Mr. ************** you for your continued communication and for providing additional details regarding your concerns. We understand the frustration that can come from delays and challenges in the repair and claims process, and we sincerely regret the hardship this situation has caused you.
Claim Status and **************************start="487" data-end="490"> As part of our claims process, we are required to evaluate each claim based on diagnostic information provided by the repair facility (**). Because we are not physically inspecting the vehicle ourselves, we rely on accurate and complete information from the ** to determine whether a failure is covered under your contract.
In your case, the original denial was based on documentation from the ** indicating that the vehicle had experienced overheatinga failure type that is explicitly excluded under your contract, regardless of the cause. However, we have since reopened the claim at your request and are actively working to gather more detailed information from the **. We recently received additional photos, and our adjuster is currently reviewing them. Please note that reopening a claim does not automatically guarantee coverage; it allows us to reassess the available information in a fair and thorough manner.
We are still awaiting a repair estimate, which is a critical piece of documentation. Without an estimate, we are unable to proceed furthereven if coverage were possibleso we encourage you to ensure that the ** submits that as soon as possible.
We recognize your concerns regarding the dealerships cooperation and the quality of the initial diagnostic. However, since the repair facility operates independently from Alpha Warranty, any concerns about their conduct or responsiveness will need to be addressed directly with them.
Rental and *******************************start="1982" data-end="1985"> We understand your need for reliable transportation and recognize how disruptive it can be to be without your vehicle. Rental car coverage is included in your contract, but it is tied to approved claims and authorized labor time. At this point, no repair has been authorized, so we are not able to approve rental reimbursement at this time.
That said, we are open to reviewing extended rental coverage if the claim is ultimately authorized and delays are found to be related to the claims process. As of today, the claim was opened on March 27, so from our records, we have been actively working on it for approximately two weeks. If there were delays before that related to the dealerships scheduling or diagnostics, we recommend discussing those concerns directly with the **.
Moving ****************start="2785" data-end="2788"> We are committed to continuing to work through this claim with you. The next step is for us to receive the pending estimate so our adjuster can complete their review. Once all necessary documentation is received, we will provide a final determination based on the terms of your contract.
We truly appreciate your patience and will continue to make every reasonable effort to bring this matter to a fair resolution as quickly as possible.
Sincerely,
Alpha Warranty Services
Customer Answer
Date: 06/02/2025

Complaint: 23184313

I am rejecting this response because:

Alpha Warranty Services denied my vehicle service claim (VSC1000155296) but refuses to provide any written documentation supporting the denial. My main contact, ********* **** and her executives, have ignored repeated requests to provide the written rationale, supporting photos, inspection reports, and the name of the individual who made the decision. This refusal violates basic consumer rights and raises concerns about bad faith denial practices. I demand Alpha provide: 1. A formal written denial justification, 2. All supporting evidence (photos, inspection notes, etc.), 3. The name and role of the individual responsible for the decision. If Alpha cannot produce these items, I request the claim be reopened and reassessed properly. ***** ****

Sincerely,

***** ****
Business Response
Date: 06/11/2025
Dear Mr. *********** understand your dissatisfaction with the outcome of your vehicle service contract claim and will again restate our position.
Claim Status and Documentation
Your claim (VSC1000155296) was originally denied based on diagnostic information provided by the independent repair facility (**), which indicated an overheating conditionan exclusion clearly outlined in your contract. As we do not perform physical inspections ourselves, our decision was based on the materials and assessment submitted by the ***
At your request, we reopened the claim to ensure that every reasonable effort was made to reevaluate your concerns fairly and thoroughly. Our team has since obtained additional photographs and is actively reviewing them. However, as of today, we have not yet received a formal repair estimate from the *** Without that estimate, we cannot complete the reassessment process or issue a final determinationeven if coverage were possible.
Please note that Alpha Warranty Services does not own or operate the repair facility in question. If you believe the diagnostic process was flawed or that the ** has been uncooperative, we respectfully suggest you address those concerns directly with them.
Request for Additional Materials and Personnel Information
Regarding your request for documentation and the names of individuals involved in the claim decision: we have previously communicated that all relevant documentation used in the claim evaluation process will be reviewed and considered. The claim review is complete and a final determination has been made. We have provided a formal denial explanation as requested.
We also want to be transparent in letting you know that, due to the nature and tone of your ongoing communications, this matter has now been escalated and is under review by Alpha Warranty Services legal counsel. As such, further correspondence may be handled in coordination with or directly by our legal team.
Moving Forward
We remain committed to resolving this matter in a manner consistent with the terms of your contract.
Sincerely,
Alpha Warranty Services
Customer Answer
Date: 06/12/2025

Complaint: 23184313

I am rejecting this response because:
To BBB,

Alpha Warranty Services only responded to this complaint because I went public on ******* and applied pressure. They had ignored me for weeks until I filed here and exposed them online. Now theyre finally speaking, but their response is full of contradictions, misdirection, and blame-shifting.

Let me explain whats actually happening:

1. **Alpha Warranty sent their own third-party inspector** someone I had no contact with or control over to supposedly perform a neutral evaluation. Now theyre blaming that third-party for the entire diagnosis and denial. That inspector was hired and directed by *Alpha*, yet now Im being told I need to track down and challenge their findings? Thats absurd.

2. Ive repeatedly asked Alpha for the **diagnostic report** that justifies the claim denial. They have **never** provided it. Just vague references to an overheating condition with no teardown, no ********* and no explanation of how overheating was confirmed. Yet they denied a full engine repair claim based on this?

3. Alpha now claims the review is complete but also says theyre waiting on a formal repair estimate and reviewing additional photographs. That contradiction is important: either the denial is final, or the investigation is still open. You cant claim both. Thats a legal trap they just walked into.

4. And now, because Im demanding transparency and answers, Alpha says Ive been escalated to legal due to my tone. My tone? The only thing Ive done is insist on seeing the documentation that led to a $10,000+ claim denial. Thats called holding them accountable not harassment.

Im asking the BBB to recognize the pattern here:

- Deny claim without proper evidence 3 times in a
row.
- Blame third-party inspector THEY hired
- Tell the customer to go ***** answers from others
- Refuse to show diagnostic proof
- Intimidate the customer when pressure is applied

Thats how Alpha Warranty Services is operating. I urge you to keep this case active and press for a resolution. Either they produce the diagnostic proof or they reopen and approve the claim. Enough games. Please bbb, you guys also saw my public tweets on X and responded to me. I will continue the public pressure on all parties involved in this mess daily.

Sincerely,
***** ****
Claim #VSC1000155296
Sincerely,

***** ****
Business Response
Date: 06/16/2025
Dear BBB, We appreciate the opportunity to respond once again to Mr. ***** continued rejections of our professional explanation regarding the denial of his claim. While we understand the frustration that can accompany an unexpected repair, our obligation is to apply the terms and conditions of the service contract fairly and consistently.
Mr. ***** A+ contract expressly excludes coverage for failures resulting from improper maintenance. In this instance, a qualified, independent inspector documented clear signs of long-term maintenance neglect, including significant engine sludge and damage consistent with overheating and infrequent oil changes. These findings were not speculative but based on photographic and physical evidence gathered during the inspection.
Despite multiple good-faith attempts to communicate the basis of this decision, Mr. **** has chosen to reject the facts presented, repeatedly mischaracterize our process, and engage in a sustained pattern of condescending and harassing communication. He has sent more than 50 emails to our **************** supervisor, many containing inappropriate and aggressive language.
Due to the nature of these interactions and his refusal to engage respectfully or accept the contractual terms he agreed to, this matter has been escalated to our general counsel and legal team. Mr. ***** claim remains denied in accordance with his service contract, and this matter is now considered closed. We respectfully request that the BBB close this complaint. Thank you.
Sincerely,
Alpha Warranty Services
Customer Answer
Date: 06/16/2025

Complaint: 23184313

I am rejecting this response because:
This response by Alpha Warranty Services is both factually misleading and legally deficient.

1. **Lack of Evidence to Deny the Claim:**
Alpha claims an "independent inspector" found "signs of long-term maintenance neglect" and "damage consistent with overheating." Yet **no such photographic or physical evidence has ever been provided to me**, despite repeated requests. The "inspector" referred to in their response was not disclosed at the time of denial, and no report has ever been produced to verify any of the alleged findings. This constitutes a **denial without evidence**, in violation of fair claims practices.

2. **False Claim of Harassment or Aggression:**
I have sent follow-up emails due to Alphas **weeks-long silence** and failure to respond substantively. My language was firm, not harassing. In fact, Alpha themselves acknowledged in a separate email that they were **"instructed not to respond"** during the ongoing review. If Alpha chooses to label consumer persistence as harassment, that is an attempt to deflect accountabilitynot a legitimate defense.

3. **Denial Based on Speculation, Not Diagnosis:**
Alpha repeatedly refers to "overheating" and "sludge," but fails to address that their **decision was based entirely on speculative statements from Premier Chevrolet of Carlsbad**, a dealership that **never performed a full diagnostic**. That dealership later admitted in writing that diagnostics could not be completed due to the condition of the vehicle. This voids any technical basis for denial.

4. **Bad Faith & Misrepresentation:**
Alphas reference to photographic and physical evidence is deliberately misleading. **No photos, no report, no mechanics notes, no teardownnothingwas provided** to support their denial. Their repeated attempts to close this matter without addressing these documentation gaps is a textbook example of bad-faith claims handling.

5. **Legal Counsel Mentioned, But Never Contacted Me:**
Alpha references legal counsel and escalationsyet no attorney or representative has ever reached out to resolve or defend this matter. This is an intimidation tactic and should be viewed as such.

### FINAL REQUEST:
I request the BBB reject this closure attempt. Alpha Warranty must be compelled to:
- Provide the full inspector report with time/date stamps, photos, and findings
- Specify what physical evidence supports the overheating claim
- Clarify how they can deny a claim when their chosen repair facility admits **no diagnostics were performed**
- Retract all defamatory statements about my character or language unless they can prove them with full email records

If Alpha cannot produce the above, this denial must be overturned or re-reviewed by a third party. I reserve all rights to escalate this matter to the ************************************, BAR, and small claims court** for deceptive and retaliatory claim handling.

Thank you,
***** ****

Sincerely,

***** ****
Initial Complaint
Date:04/02/2025
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.
Alpha warranty makes the repair time take extraordinary long. They require extra test that they do not cover. I had a engine replaced, which took almost 3 months. Thanks to them. And now its in the shop again with items related to that engine that they will not cover. Any company that offers Alpha warranty I will not use.
Business Response
Date: 04/08/2025
Dear Mr. ****************** you for taking the time to share your concerns. We understand how frustrating it can be when a vehicle repair takes longer than expected, especially when you're counting on timely service and support. We sincerely regret that your experience has not met your expectations and appreciate the opportunity to respond.
After a thorough review of your file, we'd like to provide some additional context around your recent claims:
Your contract with Alpha Warranty Services is an A+ coverage plan, which outlines in detail the components eligible for coverage. In June 2023, your original claim began as a manifold repair, which was approved the same day it was submitted. Several weeks later, the repair facility (RF) contacted us again with updated findings indicating engine damage, prompting a request for a more detailed teardown. This process, including inspection and documentation from the *** took several weeks to complete.
By late July, the engine replacement was ready for approval, but we were then waiting on your decision regarding parts selection, which was finalized in early August. Once the final invoice was submitted, the claim was paid out on September 1, 2023. While we understand the total timeframe was lengthy, the majority of the delay stemmed from the repair facilitys response time and the waiting period for your parts decision.
Regarding your most recent claim submitted on March 6, 2025, we again worked with the same repair facility. Unfortunately, diagnostics were not completed when the claim was first initiated, and it took over a week for the facility to follow up. The following week, we received estimate documentation and photos, but the images were incomplete. To ensure accuracy and fairness, we dispatched a third-party inspector, whose report was received on March 26. The claim was authorized the very next day, March 27, 2025.
You mentioned concern about "extra tests" not being covered. These refer to diagnostic steps the repair facility performed in order to identify the issue and support the inspection process. Like most vehicle service contracts, diagnostics are only covered in conjunction with a covered repair, and in this case, they were conducted prior to a confirmed component failure.
As for the recent denial of certain components: while we understand they are engine-adjacent, they are not listed for coverage under your A+ plan. Specifically:
Axle shafts with torn boots are excluded under section #**.
The oil temperature sensor, catalytic converter, coolant, and belts are not listed for coverage (excluded under section #1).
The exhaust manifold issue involved a broken bolt, not a failure of the manifold itself. Since replacement would be considered an improvement (or betterment), it is not eligible for coverage.
We always aim to administer claims fairly and in strict accordance with the terms and conditions of the contract you purchased. While we respect your opinion, we remain confident that both claims were handled properly based on the information provided and the responsibilities of all parties involved.
We value every customer and are genuinely sorry this has been a frustrating process for you. If you have any further questions or would like help reviewing your coverage in more detail, wed be happy to assist you directly.
Sincerely,
Alpha Warranty Services Customer Relations Team
Initial Complaint
Date:03/12/2025
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 company is an absolute SCAM!!!!!! I purchased a USED car in 2020. The dealership encouraged me to purchase the warranty in the event something major happened since it was a used car. I have tried several times to get things fixed and they never cover it. Now fast forward to Jan 27th 2025 my engine was having problems and i took my car to *** to have a diagnosis done on it as required in my contract. *** stated i needed a whole new engine and since thats covered under my contract i thought it would be an easy fix. I submitted all my maintenance records showing that i have kept up with all the regular maintenance requirements. Alpha stated i HAD to have *** tear down my whole entire engine to see what was wrong with it before they would approve repairs. They said if they didnt cover repairs i was responsible for paying for my engine to be put back together. Of course its now March 10th and they call me to inform me today they will not be covering my engine due to some type of buildup which is crazy because the car was driven over 60 k miles before i even purchased it. I now owe *** 2100 to put my engine back together and car will still not be fixed. So basically they scammed me out of 2500 and now wont even cover any of the required repairs they enforce. This company should be ashamed of themselves. At this point we need to all get together and talk to the news or a lawyer because this is despicable!!!
Business Response
Date: 03/13/2025
Hello ****,
Thank you for taking the time to share your concerns. We understand how frustrating this situation has been for you, and we appreciate the opportunity to clarify the details surrounding your claim.
After carefully reviewing your claim and the terms of your contract, wed like to provide additional context:
Your claim was denied because the cause of the engine failure was determined to be carbon buildup and burnt valves.
Per the terms of your contract (Section 11), repairs related to loss of compression or oil consumption caused by worn, burnt, collapsed, or carboned piston rings or valve parts are specifically excluded from coverage.
Additionally, the presence of a check engine light prior to the failure suggests that the issue may have been developing over time. While we cant speak to the specifics of when the problem began, this type of failure is not covered under the contract terms.
We also want to address your comments regarding the teardown requirement. To accurately diagnose the cause of the failure and determine if it falls under contract coverage, a teardown is sometimes necessary. This is a standard industry practice to ensure a thorough assessment. We regret that the outcome was not what you had hoped for, but the decision is aligned with the terms of your contract.
Lastly, while we understand your frustration, Alpha Warranty Services is a respectable organization that helps thousands of customers with their vehicle *********************** each year. In each service contract, we strive to provide the maximum coverage under the terms of the service contract and are committed to handling every customers concerns with professionalism and respect. We hope to maintain that same level of communication with you moving forward.
If you have any further questions or would like to discuss your contract coverage in more detail, please dont hesitate to reach out. We value your business and appreciate the opportunity to address your concerns.
Sincerely,
Alpha Warranty Services
Customer Answer
Date: 03/20/2025

Complaint: 23059121

I am rejecting this response because:

Sincerely,

**** *****

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