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.

  11456 S Temple Dr South Jordan, UT 84095-7843

  
• 

  Alpha Warranty Services, Inc.

  PO Box 580 Riverton, UT 84065-0580

  

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:02/07/2025

  Type:Order 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 have a 2021 TESLA Model Y and the subframe was cracked. It was “assumed“ by the adjustor that I hit a pothole while the rims and tire has no significant damage the claim was quickly denied without properly checking the root cause of the problem. The supervisor ******* explanation was very contradicting versus what was on the contract, the contract says due to collision, hence the word collision like I said the car was perfectly intact and the bottom piece of the subframe is made of plastic. So at that point that tells me that they did not fully deligent study of the problem and they are defying physics. It is so laughable. Just a fair warning to all consumers Alpha Warranty can not justify there denial and PLEASE DO NOT waste your money and entertain the idea of doing business with this company

  

  Business Response

  Date: 02/10/2025

  Dear Mr. *****,
  We appreciate you reaching out and understand your frustration regarding the denial of your claim. Our team carefully reviews all claims in accordance with the terms of the vehicle service contract to ensure fair and accurate decisions.
  After reviewing the inspection report, the findings suggest that the subframe damage resulted from excessive impact to the suspension components. While we do not have direct evidence of an accident, the extent of the damage indicates it was caused by either a sudden impact—such as hitting a pothole or road debris—or progressive wear over time. Unfortunately, neither scenario falls under the coverage of your contract, as structural damage of this nature is not a failure of a covered component due to mechanical breakdown.
  We regret that this decision was not the outcome you were hoping for. If you have any additional information or documentation that may impact the claim decision, we encourage you to reach out to our claims department for further discussion. We appreciate your feedback and the opportunity to clarify our position.

• Initial Complaint

  Date:02/06/2025

  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.

  When getting a loan for my vehicle through Drive Appeal and zoom financial we were told we had no choice but to get the extra warranty through Alph Warranty to be sure the vehicle was always in good working confirm to insure that we always were able to pay the loan and not miss work.
  I have filed claims for things they have listed as covered in my contract but have still denied for reasons.
  Major oil leak, transmission leak, exhaust manifold. All supposed to be covered but were denied because they said rust caused them. This is MN. All cars get rust under them. Now I have no vehicle to drive and still have to pay my car payment.

  

  Business Response

  Date: 02/10/2025

  Dear *** ********,
  We appreciate you reaching out and understand how
  frustrating unexpected vehicle repairs can be. Our goal at Alpha Warranty
  Services is to provide clear and fair claim decisions based on the terms of
  your vehicle service contract.
  After reviewing your claim, we found that it was denied
  because the primary cause of failure was rust intrusion. As outlined in section
  #9 of the "What is Not Covered" portion of your contract, repairs
  required due to rust or corrosion are not eligible for coverage. While we
  understand that rust can be a common issue in Minnesota’s climate, coverage is
  determined by the specific terms agreed upon in the contract.
  Additionally, your claim included a request for transfer
  case repairs. This was denied because the failure was due to a non-serviceable
  seal rather than damage to an internally lubricated part, which is the standard
  requirement for coverage under your contract. The Y-pipe was also not listed as
  a covered component.
  We understand that vehicle repairs can be stressful, and we
  regret that this situation has caused difficulties for you. If you have any
  additional documentation or information you believe may impact the claim
  decision, we encourage you to reach out to our customer service team at
  ###-###-#### for further review.
  Thank you for taking the time to share your concerns. We
  appreciate your business and the opportunity to clarify our position.

• Initial Complaint

  Date:01/31/2025

  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.

  My vehicle was totaled August 14, 2024. I requested a refund from Alpha for my car warranty and was informed I would be receiving a refund that would go directly to my bank. I never heard anything and the check never came. On 12/12/2024 I talked to Alpha and they informed me they sent a check to Auction Direct on 9/20/2024. Someone cashed it on 9/27/2024. The check amount was $2,3056.68. Alpha has refused to give me a copy of the cashed check- the bank says they cannot help me and auction direct will not return calls. In order to do anything, I need a copy of this check. Auction direct is stealing peoples money and there is literally nothing we can do about it. I am requesting a copy of this check so I can complete a police report. Or I want a refund since sending the check to Auction Direct with no oversight of it being sent to the bank is irresponsible.

  

  Business Response

  Date: 02/10/2025

  Hello, *****,

  As you are aware from your conversations with our Sales team, the dealership from which you purchased your vehicle along with the Alpha Warranty service contract has gone out of business without providing you with the refund you requested. Since Alpha Warranty Services was founded on the principle of doing the right thing, last Friday, we mailed you a refund check for your service contract even though that was the dealership's responsibility. We hope this experience has helped you see that Alpha Warranty Services is in the business of protecting the lifestyles of our customers within the terms of the service contract purchased. Thank you for your patience and understanding as we have worked through this situation.

• Initial Complaint

  Date:01/29/2025

  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.

  Transmission went out and I bought the a+enhance warranty so my 40000$ truck would be covered. And they denied the claim

  

  Business Response

  Date: 01/29/2025

  Dear Mr. *****,
  We appreciate the opportunity to address your concerns regarding your claim and your experience with your A+ Enhance warranty. We understand how frustrating an unexpected transmission failure can be, and we regret that you are dissatisfied with the outcome of your claim.
  After a thorough review of your claim, we found that the denial was based on the terms outlined in your Vehicle Service Contract (VSC). Specifically, your transmission service was due at 150,000 miles, but records indicate it was not performed until 182,564 miles—well beyond the manufacturer’s recommended service interval. As stated in line #8 under the “What is Not Covered” section of your contract, repairs required due to a lack of proper and responsible maintenance are excluded from coverage.
  We strive to support our customers whenever possible and have previously covered $2,876.47 in other approved claims under your service contract. However, to ensure fairness and uphold the integrity of the contract, we must adhere to the agreed-upon terms. Regular maintenance is essential to the performance and longevity of vehicle components, and delayed service can contribute to premature failure, which is why these provisions exist.
  While we regret that we are unable to approve this claim, we remain committed to providing quality service and support within the terms of the warranty. If you have any further questions or need clarification on your coverage, please feel free to reach out to our customer service team.

  Customer Answer

  Date: 02/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  Because I only had the truck for 50000 miles and it should have been serviced before truck ranch sold me a used truck with ur warranty 
  
  Sincerely
  
  
  
  Nick *****

  

  Business Response

  Date: 02/04/2025

  Dear Mr. *****,
  We understand your frustration and appreciate the opportunity to clarify the details of your claim. While we sympathize with your situation, our decision was based on the specific terms outlined in your Vehicle Service Contract (VSC), which is designed to ensure fair and consistent coverage for all customers.
  While we acknowledge that you had only driven the truck for 50,000 miles, warranty coverage is based on the overall maintenance history of the vehicle—not just the miles driven under your ownership. In this case, the manufacturer recommended a transmission service at 150,000 miles, but records indicate that this service was not performed until 182,564 miles—well past the recommended interval. Transmission fluid degrades over time, and failure to replace it at the appropriate interval can contribute to premature wear and damage, which is why your contract excludes repairs resulting from improper or delayed maintenance.
  It’s also important to note that Alpha Warranty has previously covered $2,876.47 in approved claims under your service contract, demonstrating our commitment to honoring legitimate claims within the coverage terms. However, in this instance, the delayed maintenance directly impacted the claim eligibility.
  We regret that we are unable to approve this particular claim, but we remain available to answer any further questions about your coverage. Please feel free to reach out to our customer service team if you need additional clarification.

• Initial Complaint

  Date:01/24/2025

  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 bought a warranty for my 2014 X1 Beamer last year in 2024 in the month of April. It’s a seven year power train warranty. My car has been making weird noises and so I called to start the claim process. Alpha gave me three repair shops to choose from and I chose max care on south kostner in Chicago Illinois. Okay moving forward; max care checked everything and gave me an estimate as well as putting the paperwork in for what was going on with the car. The differential system needed to be replaced; yet the warranty didn’t want to cover the complete repair hours or the whole job of the car! Alpha determined they didn’t want to supply the oil for a step in changing this part or do an alignment. These are steps needed when you switch out the old to the new differential system! They were rude and obnoxious going back and forth with the repair facility as well.

  

  Business Response

  Date: 01/24/2025

  Dear Ms. Fairley,
  Thank you for reaching out regarding your recent claim
  experience. We appreciate the opportunity to address your concerns and clarify
  the coverage details outlined in your service contract.
  After reviewing your claim, we want to assure you that Alpha
  Warranty Services followed the terms of your ALC contract in good faith. We
  authorized the replacement of your vehicle’s differential system, which is a
  covered component under your contract. Additionally, we provided an extra 1.5
  hours of labor above the standard replacement time to accommodate the repair
  facility’s needs.
  Your contract is itemized, meaning it specifically lists the
  components and labor covered. Unfortunately, additional procedures such as
  alignments are not included under the contract’s terms, as they are considered
  ancillary services. Similarly, fluids, including differential oil, are not
  listed as covered components and are therefore excluded per the contract’s
  "What is Not Covered" section.
  Regarding your concerns about communication with the repair
  facility, we take customer service very seriously and expect our team to handle
  all claims with professionalism and respect. While we understand that repair
  processes can sometimes be frustrating, based on our recorded call logs, we
  have no indication that our adjusters were rude or unprofessional during their
  discussions with your repair facility. Our goal is always to facilitate a
  smooth and fair claims process for our customers.
  We value your business and are happy to address any further
  questions you may have about your coverage. If you would like additional
  clarification, please do not hesitate to reach out to our customer service team
  at ###-###-####.

  

  Business Response

  Date: 02/03/2025

  Dear Ms. Fairley,
  We appreciate you taking the time to respond with your concerns. Our goal is to ensure transparency and fairness in every claim decision while providing the best possible service to our customers.
  Your service contract clearly outlines the components and labor covered, and we authorized the replacement of your vehicle’s differential system accordingly. To further assist, we also approved additional labor time beyond the standard allowance. However, certain ancillary services—such as alignments and fluids—are not included under the contract’s coverage terms, as stated in the “What is Not Covered” section.
  Regarding your concerns about customer service, we take professionalism seriously and have reviewed our recorded call logs. We found no indications of unprofessionalism during our discussions with your repair facility. That said, we always welcome feedback and continuously work to improve our processes.
  We understand your frustration, and while we cannot offer a refund outside the terms of your contract, we remain committed to assisting you. If you have any further questions or need additional clarification, please feel free to contact our customer service team at ###-###-####.

  Customer Answer

  Date: 02/04/2025

   
  
  Complaint: 22851943
  
  
  
  I am rejecting this response because: you failed to complete my car and paid what you chose which isn’t apart of the contract that I paid in full for! 
  
  
  
  Sincerely,
  
  
  
  Latisia Fairley

• Initial Complaint

  Date:01/16/2025

  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 bought an extended warranty for my car and was denied repairs. I am returning to my dealer for a pro-rated refund. The company is dishonest, and their contracts are vague and misleading. I'm almost positive I can't be the only one that doesn't feel like they been cheated and scammed.

  

  Business Response

  Date: 01/17/2025

  Dear Mr. ************ appreciate the opportunity to address your concerns regarding your Alpha Warranty service contract. We understand that unexpected vehicle repairs can be frustrating, and we regret that your understanding of the service contract you purchased have not met the coverage you expected for this repair.
  Your claim was reviewed thoroughly, and the denial was based on the specific terms of your contract. The components requiring repairyour wheel bearing, valve cover gasket, and an emissions-related partare not included under the coverage you selected at the time of purchase. The enhanced coverage option, which could have included the wheel bearing, and the seals and gaskets option, which could have included the valve cover gasket, were not chosen when your contract was purchased. As a result, these repairs fall outside the scope of your coverage.
  Transparency is important to us, and we strive to ensure that all contract details, including covered and non-covered components, are clearly outlined by the selling dealer at the time of purchase. If you have any questions regarding your contract or the claims process, we would be happy to assist further. Please dont hesitate to reach out to our customer support team at ************.

• Initial Complaint

  Date:01/15/2025

  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.

  Since December 31st my vehicle has been in the repair shop. Ive been going back and forth pleading for help for them to give me answers to why my repair isnt fully covered when it says it should be. Labor and parts are covered but unless they agree to the labor I guess. My head gasket job was quoted to take 19 hours but they only want to approve 15.6 hours and instead of paying the $198 labor cost they are paying $158 which I would have to cover the difference for 15.6 hours and pay outta pocket the rest. They claim to get their pricing and hours for jobs from ******* labor guide. I got the online book and checked it out and it quoted it takes from 15 to 20 hours for the job. It doesnt say anywhere it takes 15.6 hours and they refuse to let me know how they got that exact number and why they are refusing to pay the remaining hours when they book they refer to doesnt state that exact hour. Its very emotionally draining and depressing to go through this and I am getting a lawyer also to deal with this issue

  

  Business Response

  Date: 01/16/2025

  Dear Mr. *************** understand how frustrating this process has been for you,and we appreciate the opportunity to clarify our position regarding your claim.
  Your claim involves a cylinder head gasket repair,and while we recognize the repair facilitys request for ***** labor hours,our reviewusing AllData, the industry-standard labor guide that you referenced in your complaintdetermined that the appropriate labor time for both sides is 15.6 hours. We understand your concern about how this specific number was calculated, but ******* provides labor times based on multiple factors, and our coverage is based on the standard labor time as outlined in the contract. We cannot control the prices charged by the thousands of repair facilities used by our contract holders, so we have to rely on the industry standard to ensure a fair price for coverage.
  Regarding the labor rate, while the repair facility charges $198.87 per hour, your contract specifies that we cover labor at the average market rate, which in this case is $153.97 per hour. This is not an arbitrary decision but rather a contractual guideline we must follow.
  Additionally, we want to highlight that while failures due to overheating are not covered under the contract, we made an exception as a gesture of goodwill to provide some coverage toward the head gasket repair to assist you. Our goal has been to provide as much support as possible within the terms of your agreement.
  We understand this has been an emotionally difficult situation, and we regret any distress this has caused you. If you have any further questions or would like to discuss this matter further, please feel free to reach out and well do everything we can to assist you. Thank you for your patience and understanding in these complex matters.

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22816776
  
  I am rejecting this response because:

  I reject this response because the mechanic diagnosed my vehicle. There was nothing wrong with my cooling system that wasnt causing overheating issues. My check engine light was on and it never overheated it was fluctuating so we immediately took it to the shop. No other repairs are needed on my vehicle except a head gasket repair. Those fail on their own from normal wear and tear its not always from overheating. Also youre assessing prices in different areas and totally different counties. I live in ******* *****. Im asking you to get prices in this area. Where yall are getting quotes from is like 40 minutes from me. You did not tell me that I would have to tow my vehicle to multiple shops outside of my county to get work done in your price range. Im just asking you to assess my county my area because theres nobody in my county that goes off of manor or buda pricing, etc.. I understand that you cant force shop to comply with pricing guidelines Im just asking you to assess my area pricing. Ive been hung up on and laughed at and completely disrespected by customer service ***resentatives and the supivisor was rude to me as well. This has been a very unprofessional and emotionally draining time dealing with your company. The supervisor I spoke to literally was trying to be deceptive. The calls are recorded I asked her for a list of shops in ******* my county that they work with or go off their pricing so I can take my jeep there and she said Respectfully I dont have to give you that information yet I look up utahs consumer protection website and consult an attorney and they said I am allowed that information. I called right back and another *** said she doesnt know why I was told that and she gave me a list but its OUTSIDE of my county. It shouldnt be this hard. I shouldnt be treated like this. I have noted all chats and everything to prove my claims of how disrespectful this company has been. Im asking you to go off my county on labor prices not others counties which I do not live. I already towed it to this shop for 1.7miles and it cost $140! Now yall want me to tow my vehicle 40 mins out  and 30 plus miles to another shop as thats the closest out of my county. I have tow under warranty but it only covers $100 and youre liable for anything else after. I wasnt made aware of that with my contract. Bastrop mechanics do not charge under $190 for labor yall arent listening and this isnt right. Yall need to state in your contract it doesnt matter where you live we wont address your area pricing it will be another county and youll need to tow the vehicle out of county to these shops if thats the case. Please do the right thing and assess my area ******* and not ******/Manor/****. Also please retrain your staff on how to properly treat clients and how to handle their anger and emotions professionally. Thank you
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 01/23/2025

  Dear Mr. ****************** you for your continued patience as we address your concerns regarding your claim. We understand that vehicle repairs can be stressful, and we appreciate the opportunity to clarify our position.
  First, regarding your statement that overheating was not an issue with your vehicle: Our records show that the overheating concern was entered by your repair facility during the online claim submission process.This information was not assumed by Alpha Warranty but provided directly by the repair facility, which factored into our claim determination. While we understand that head gaskets can fail for reasons other than overheating, the information submitted indicated that overheating was present.
  Regarding the labor rates: Alpha Warranty assesses labor costs based on a market average within a 20-mile radius of the repair facilitys zip code. In your case, we reviewed six independent repair facilities within that range, and the average labor rate was $153.97 per hour.Your repair facility's labor rate of $198.87 per hour exceeds this average.While we cannot dictate what a shop charges, we determine coverage based on standard market rates. If a repair facility's rates exceed the average, the policyholder is responsible for the difference.
  We understand your frustration about towing costs. Your contract outlines that towing is covered up to $100. Any additional costs beyond that are the responsibility of the contract holder. While we strive to provide flexibility in repair options, we cannot guarantee that every shop in a specific county will align with pricing averages. We did, however, provide a list of alternative repair shops that fall within the average labor rate,though we acknowledge that some are outside of your immediate county.
  Regarding your concerns about customer service interactions,we take all feedback seriously. We have reviewed our internal records,including call logs and notes, and have found that our representatives remained professional. If at any point an attorney was mentioned as representing you,per company policy, we must refer all further communications to legal *********** such cases, we request that your attorney contact us directly.
  We understand this is a frustrating situation, and we regret that our explanation has not met your expectations. However, our position remains unchanged. The claim has been authorized according to your contract terms, and the out-of-pocket costs have been clearly explained. If you have any additional questions or if your attorney would like to reach out, we are happy to review any correspondence with our corporate counsel and claims team.

• Initial Complaint

  Date:01/07/2025

  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.

  I had a claim submitted for work to be done. For the second time they are not covering diagnostic fees which the contract says they will cover. They are also trying to argue time it takes to replace a part even though the process is more significant than a normal car due to it being a diesel truck. They knew what truck they were warrantying. The bill for work is around $1500 and AFTER the warranty kicks in they are only paying around $500 on parts and labor on something the contract says they will cover. I paid around $4000 for this warranty for them to tell me they won’t cover things that are stated they are covered in the contract.

  

  Business Response

  Date: 01/10/2025

  Dear Mr. ********,
  Thank you for reaching out and sharing your concerns regarding your recent claim. We understand that the claims process can sometimes be frustrating, and we appreciate the opportunity to clarify the situation and address your concerns.
  After thoroughly reviewing your claim and our records, we would like to provide some details regarding how this claim was adjudicated:
  Diagnostic Fees:
  Your contract provides coverage for diagnostic fees directly related to covered repairs. In this instance, we approved 0.8 hours of diagnostic labor: 0.3 hours for the coolant pressure test and 0.5 hours for code retrieval. These times are consistent with industry standards and align with the coverage outlined in your contract.
  Labor Time Discrepancy:
  For the thermostat repair, the labor allowance is based on industry-standard Alldata labor times, which calculate 3.0 hours for the repair. While the repair facility requested 5.5 hours, we can only approve the standard time as outlined in the contract.
  Non-Covered Items:
  Regarding the wiring harness, this component is not listed under the "What Is Covered" section of your contract. As such, it is not eligible for coverage under your service plan.
  Parts Coverage:
  We approved the thermostat-related parts at full MSRP, in accordance with your contract. The repair facility's requested amount included a markup above MSRP, which is not reimbursable under the terms of your coverage.
  We strive to ensure every claim is handled fairly and in accordance with the terms of the service contract. We understand your concerns regarding the costs and coverage, and we assure you that we adjudicated this claim in line with your contract provisions.
  If you have additional questions or would like further clarification about this claim or your coverage, please don’t hesitate to contact our customer service team. We are here to help and ensure your experience with us is as smooth and transparent as possible.
  Thank you for choosing our service, and we appreciate the opportunity to address your concerns.

• Initial Complaint

  Date:12/27/2024

  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.

  Bought an unlimited mileage zero deductible extended warranty thru Alpha Warranty in July of 2024, on dec 4th the vehicle associated with the extended warranty blew a motor. It was towed into Tuffy repair on Dec 4th where it has been sitting waiting warranty approval. At first Alpha was sending out a adjusted to inspect the vehicle after about 2 weeks I was informed they could not send an adjuster to inspect the vehicle because they were "short staffed", it is now almost a month later and I'm being told that if I want the vehicle repaired I must first pay 2k to have the car torn down so they can get better pictures, I'm also being told that the 2k tear down cost would come out of my the total amount the claim would pay so that 2k would be out of my pocket due to the repair cost. I have called several times and requested a supervisor call me back and I have received no response.

  

  Business Response

  Date: 01/02/2025

  Dear Mr. **************** you for bringing your concerns to our attention. We understand how frustrating it can be to face delays during the claim process,and we appreciate the opportunity to address your complaint and clarify the situation.
  1. Claim Timeline and Teardown Requirement
  We initiated your claim on December 4th, 2024, and received the repair facility's estimate on December 9th. At that time, we informed the repair facility that a teardown of the engine was necessary to inspect the internal components and determine the cause of failure. This step is a standard requirement under your service contract to ensure that the repair aligns with the terms of your coverage.
  While we initially attempted to arrange for an inspector,there were delays due to staffing shortages from our inspection partner. To avoid further delays, we requested self-inspection pictures from the repair facility, which were partially submitted. Unfortunately, additional teardown is required to access the crankshaft journals for complete evaluation.
  2. Teardown Costs and Contract Terms
  As outlined in your service contract, the teardown must be authorized by you,the contract holder. If the claim is approved, the teardown costs will be included in the total authorized labor cost and covered under your contract's terms, subject to the limits of liability. However, if the claim is denied, the teardown costs remain the customers responsibility.
  If the ********************** facility has requested upfront payment for the teardown, this arrangement is separate from our process and would need to be discussed directly with them. In some cases, repair facilities may refund upfront teardown costs after a claim is approved.
  3. Communication and Follow-Up
  Our records indicate that a supervisor has already reached out to explain the teardown process and associated costs. We apologize if this explanation did not fully address your concerns, and we regret that you have felt unsupported during this process. We remain committed to resolving this claim as promptly as possible.
  4. Current Status
  At this time, we are awaiting the completion of the teardown to the point of failure, including the required pictures of the crankshaft journals. Once the teardown is complete and documentation is received, we will promptly review the claim and make a determination.
  We understand your frustration and are committed to ensuring that the process is clear and fair. If you have any further questions or concerns, please dont hesitate to reach out to us directly at ************. We appreciate your patience as we work toward a resolution.

• Initial Complaint

  Date:12/19/2024

  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.

  April 1st 2021 i bought a use jeep grand Cherokee and bought a car Warranty thru alpha Warranty..5 yr unlimited a+ and a enhanced plan.nov 11th 2024 it developed a slight ticking noise,took it to patriot jeep in pryor Oklahoma. They diagnosed as rocker and camshaft on the driver side...it was found 2 rockers on the intake cam were going bad with deamination on cam and a completely failed rocker..the motor is a 3.6 vvt jeep motor...in the 80,000 miles i put on the jeep i have proof of 18 oil changes...alpha denied my claim saying I didn't keep up on maintenance saying...according to jeep website they recommend oil changes between 7500-10,000 miles..mine on average were between 4000-5000miles...right now my jeep has approximately 212,000..the mechanic who worked on it...in his notes never mentioned any sludge and said cause was a rocker arm failing and I gave alpha proof of my oil changes

  

  Business Response

  Date: 12/20/2024

  Dear *****,
  Thank you for bringing your concerns to our attention. We
  take these matters seriously and appreciate the opportunity to address your
  experience with your Vehicle Service Contract (VSC).
  Reason for Claim Denial
  After thoroughly reviewing your claim, the denial was based
  on findings outlined in the Repair Facility’s photos and documentation
  submitted during the claims process. Specifically:
  Sludge
  Build-Up:
  The
  photos provided by the Repair Facility visibly showed sludge build-up on
  the camshaft. This condition is indicative of a lack of proper
  maintenance, as described in the VSC terms.
  While
  your mechanic may not have noted the sludge explicitly, our claims team
  relies on photographic evidence to assess the condition of components.
  Contract
  Terms:
  According
  to the “What’s Not Covered” section of your contract, repairs related to
  sludge, improper maintenance, or related issues are excluded.
  The
  contract also excludes repairs resulting from a lack of proper and
  responsible maintenance, regardless of the documented oil change
  intervals.
  Oil Change Records
  We commend you for providing proof of 18 oil changes over
  the 80,000 miles driven. However, there were gaps between some oil changes, and
  the condition of the camshaft suggests insufficient maintenance to prevent
  sludge accumulation. Jeep’s manufacturer guidelines recommend oil changes
  between 7,500–10,000 miles under normal conditions, but adherence to these
  intervals alone does not ensure that proper maintenance was consistently
  performed to prevent damage.
  Final Resolution
  We understand this is a frustrating situation, and we regret
  that the claim outcome did not meet your expectations. Our claims team is
  committed to reviewing every claim thoroughly and fairly under the terms of the
  service contract purchased. Unfortunately, due to the contract exclusions and
  the findings from this claim, the denial remains valid.
  If you have additional documentation or questions, we
  encourage you to contact us directly at ###-###-####. We value your business
  and are here to help with any future concerns.

  Customer Answer

  Date: 12/20/2024

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

  You say there was gaps in my maintenance...i sent you proof of all the oil changes..so could you provide proof of any gaps...when I submitted proof of my oil changes your agent missed a page that had multiple oil changes.

  Now you say factory recommend oil changes isn't enough..yet in my contract you state I must adhere to factory recommendations...if so shouldn't I've been notified?..and if you noticed most of the oil changes were well before factory recommended

  

  Business Response

  Date: 12/20/2024

  Hi *****,
  Thank you for your response and for providing additional context regarding your concerns. We understand this situation is frustrating and appreciate the opportunity to clarify our position regarding your claim.
  Review of Maintenance Records
  Our claims team carefully reviewed all the service records submitted, and we want to address your concerns about gaps in maintenance:
  Credible Records Submitted:
  The verifiable oil change records submitted were:
  6/24/23 at 188,480 miles
  11/29/23 at 198,157 miles
  3/14/24 at 202,185 miles
  7/9/24 at 207,111 miles
  10/25/24 at 211,101 miles
  Identified Gaps:
  Based on the purchase odometer reading of 131,586 miles, there is a gap of 56,894 miles from the time the vehicle was purchased until the first credible oil change record on 6/24/23.
  For the submitted set of records without invoices, these cannot be validated as proof of completed service.
  Factory Maintenance Recommendations
  You are correct that the VSC requires adherence to factory-recommended maintenance. Jeep recommends oil change intervals of 6,000 miles under standard conditions. However, the visible sludge build-up on the camshaft, documented in the repair facility photos, is consistent with prolonged oil degradation, which may occur when regular maintenance is not consistently performed or when gaps exist in the service history.
  Sludge and Contract Exclusions
  Unfortunately, sludge build-up is a contract exclusion under the "What’s Not Covered" section of your VSC:
  “Repairs resulting from rust, carbon deposits, sludge, corrosion, or water intrusion.”
  Even with adherence to mileage intervals, sludge accumulation indicates that the engine may not have received the necessary care to prevent oil degradation over time, impacting the claim’s eligibility.
  Notification of Maintenance Concerns
  We recognize your frustration regarding the lack of proactive notification about maintenance issues. However, as a VSC provider, we do not monitor individual maintenance records throughout the life of the vehicle. Instead, claims are evaluated based on records submitted during the claims process.
  Final Position
  We appreciate your diligence in submitting your records and engaging in this process. Unfortunately, based on the verifiable documentation and findings of sludge, the denial of this claim aligns with the terms of the VSC.
  Should you have additional records or questions, please reach out to us directly at [contact information]. Our team remains committed to providing the best service possible under the terms of your coverage.

  Customer Answer

  Date: 12/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** ******* your adjuster needs help...that gap of 50,000 miles...is easy covered on the Vaseline page i 1st submitted...in my earlier post I said you guys missed 1 complete page of 8-9  oil changes information...when I first called about why I was rejected the agent mentioned this gap..so I explained to her that it was there...then I even sent her another copy of the page ...so i suggest you open up my case...look at all the oil changes and reevaluate my claim...and you say oil changes should be 6000 miles...funny jeep actual web page says 7500-10000...and mine on average was 4400 miles...and i bought my jeep with 131,000 miles on it...I have no clue to the condition of the motor before I bought it...so go back thru my submitted paperwork...again for the third time you missed a complete page of information and on 11/11/24 i talked to a agent named Christine and sent her another copy of it

  

  Business Response

  Date: 01/02/2025

  Dear *****, 
  Thank you for your follow-up regarding your claim. We appreciate the additional information you’ve provided and your continued engagement on this matter. Allow us to address your concerns directly.
  1. Missing Maintenance Records
  We understand your frustration about the missing page of maintenance records. Our claims team reviewed the documents initially submitted and the additional page you mentioned from November 11, 2024. Despite these submissions, our determination remains unchanged.
  While your records may reflect oil changes at appropriate intervals, the photos provided by the repair facility revealed significant sludge buildup in the engine. Sludge buildup is indicative of improper or insufficient maintenance over the life of the vehicle, as outlined under the “What’s Not Covered” section of your service contract.
  2. Manufacturer vs. Contract Maintenance Standards
  We recognize your point about Jeep’s manufacturer guidelines for oil changes. However, your service contract requires adherence to the manufacturer’s specifications as a baseline, and failure to maintain the engine to those specifications can result in claim denial. Additionally, the presence of sludge buildup indicates maintenance beyond the submitted records may not have been completed to standard, regardless of mileage intervals.
  3. Prior Vehicle Condition
  We understand your concern regarding the condition of the engine when you purchased the Jeep at 131,000 miles. However, the service contract excludes coverage for pre-existing conditions or damage caused by improper maintenance prior to contract inception. The visible damage and sludge buildup in the engine fall within these exclusions.
  4. Next Steps
  While we sympathize with the challenges you are facing, the denial of your claim was based on clear terms outlined in your service contract, supported by photographic evidence and the repair facility’s report. If you have additional documentation or photos that you believe were not considered, we encourage you to submit them for further review.
  We strive to handle all claims fairly and transparently.

  Customer Answer

  Date: 01/02/2025

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

  I notice you didn't say you found the missing maintenance records.that prove on average a oil change every 4400 miles...btw that's well below what jeep recommends...I've provided those records twice..and you seem unwilling to even look at them..I've been reading up on the jeep 3.6 which I have...they say sludge is a problem so is rockers going bad..which there is a class action suit filed in 2022...the last 7-8 oil changes i used synthetic oil which is supposed to fight sludge...since im not getting anywhere with you I've already filed a fraud report with the ftc..and now my only choice is to file a small claims lawsuit...and let you explain to a judge that I exceeded factory recommendations and contract recommendations yet you don't feel that was enough