Complaints

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

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  Alpha Warranty Services, Inc.

  PO Box 95790 South Jordan, UT 84095-0790

  
• 

  Alpha Warranty Services, Inc.

  PO Box 580 Riverton, UT 84065-0580

  
• 

  Alpha Warranty Services, Inc.

  11456 S Temple Dr South Jordan, UT 84095-7843

  

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

• Initial Complaint

  Date:12/18/2024

  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.

  I purchased a warranty with my 2019 Jeep Cherokee in 2021, paid $2000 for it believing it should cover any issues that should arise. September 2024 vehicle was at 132k miles and check engine light came on so I brought it in to a local dealer to be looked at. They called and told me that the Jeep needed an engine replacement and that they initiated a claim with Alpha Warranty. I was told to provide all service records which I did and they were sufficient all oil changes were on time. After waiting for the garage to tear down the engine and find the point of failure after 2 months it was finally completed. I was told about a specific clause in the contract that states "if the failure is because of worn/burnt/collapsed or carboned pistons" it wouldn't be covered. they sent a 3rd party inspector out to look at it and then determined that there was scoring present to #4 bearing, all piston rings were seized, #3 was broken resulting in scoring to the cylinder wall and you guessed it the piston rings were seized due to carbon. the one clause making my engine replacement ineligible. The garage stated any turbo engine vehicle would have some carbon in the pistons even when well maintained as mine was. Even something with as little as 40k miles on it. This clause in the contract is unacceptable. My vehicle was well maintained, this failure was not due to any negligence on my part. Now I need to pay $11k to fix it or roll over the remaining balance of the jeep loan which is $12700. This company does not do very good business and I am very dissatisfied with the outcome of my claim.

  

  Business Response

  Date: 12/18/2024

  Dear Ms. ****************** you for taking the time to share your experience. We understand how frustrating it can be to face costly repairs, and we regret that the outcome of your claim did not meet your expectations.
  After conducting a thorough review of your claim and the inspection findings, wed like to provide clarity regarding the decision:
  The inspection revealed that the engine failure resulted from piston ring land damage, including seized piston rings due to carbon buildup, causing cracks and scoring to the cylinder wall. While we acknowledge that your vehicle was well maintained, the failure falls under an exclusion outlined in your contract. Specifically, the contract states that repairs to address issues caused by "worn, burnt, collapsed, or carboned piston rings or valve parts" are not covered.
  The adjuster and inspection team reviewed all available information to ensure the claim was handled according to the terms of the contract. Unfortunately, since the failure was directly related to an excluded cause, we were unable to approve the repair.
  We understand your concerns about this exclusion,particularly as it pertains to turbocharged engines. However, these terms are designed to ensure transparency and to define the scope of coverage under the service contract. We strive to make these details as clear as possible so customers can make informed decisions at the time of purchase.
  If you would like further clarification or assistance in reviewing the terms of your contract, please dont hesitate to contact us directly. 

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22703259
  
  I am rejecting this response because:any normal engine would have carbon build up of some sort. Your clause excludes all vehicles for engine replacement then and I find this to be an unfair practice and a way for your company to keep money in their pocket.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:12/06/2024

  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.

  I bought a car warranty from Alpha Warranties when I bought my used truck. Test drove it and it ran great drove it home and three days later the check engine light came on. Took it to a certified mechanic and they told me it needed a turbo. The warranty company denied it saying there’s no way a turbo just went out in three days. I fought it enough they opened it back up to look at it and said they would pay for it if they couldn’t prove it was pre existing damage. Well 3 days later they denied it again stating since I told them the check engine light came on they wouldn’t pay it. What’s the point of a car warranty if they work harder getting out of it than they do helping you! Moral of the story don’t buy a car warranty from Alpha Warranties!

  

  Business Response

  Date: 12/10/2024

  Dear Mr. *******,
  Thank you for taking the time to share your concerns. We
  understand how frustrating it must be to face unexpected repair costs and feel
  that your warranty coverage didn’t meet your expectations. At Alpha Warranty
  Services, we strive to provide clear communication and support, and we regret
  that this experience has left you dissatisfied.
  After thoroughly reviewing your claim, the decision to deny
  coverage was based on the specific terms of your contract and the details
  provided during the claim process. The diagnostic data from your vehicle’s
  computer (PCM) and the repair facility indicated that the turbo failure was
  pre-existing. The freeze-frame data showed the failure occurred 64 miles prior,
  consistent with damage that could not have developed within the three days
  following the start of your coverage.
  While we reopened the claim to explore any potential for
  coverage, the findings confirmed the failure predated the start of your
  contract. Unfortunately, pre-existing conditions are not eligible for coverage
  under the terms of your agreement.
  We understand this outcome is disappointing and appreciate
  your frustration. Transparency is a key part of how we operate, and we
  encourage you to review your contract’s terms and coverage details. If you have
  any additional questions or concerns, please don’t hesitate to reach out to us
  directly at ###-###-####. We value your feedback and remain committed to
  helping our customers within the scope of their coverage.
  Thank you for bringing this matter to our attention and
  allowing us the opportunity to address it.

• Initial Complaint

  Date:12/05/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I purchase a 2016 ******** Escalade on 9/21/2024 for ****** from ************** in ********. I also purchase a waranty from Alpha Waranty for $3,038 that covered powertrain. About one I started having problems. I called lpha warranty and a claim was filed. They informed me to take the car to a waranty approved repair shop. I took the car to 611 Transmission at ***********************************************************************. Alpha Waranty sent the shop a used Transmission and the repair shop installed the Transmission and got my car back on Nov. ******. Alpha Warranty stated that the Transmission had a 15 month waranty and any problems they would replace it. The car started given me similiar problems and I informed them that I wasn't satisfied with the repair shop and I was taking the car to a different approved repair shop. My car is in the shop and Alpha Waranty is telling me that it under review for approval. The transmission they sent was bad. I didn't even have the car back 30 days.

  

  Business Response

  Date: 12/10/2024

  Dear Mr. ****************** you for sharing your experience. We sincerely regret the challenges youve faced and understand how frustrating it is to encounter recurring issues with your vehicle after a repair. Please know we are committed to ensuring your concerns are addressed and that your warranty works as intended.
  Regarding your original claim (CL10478232), we understand that the transmission was replaced with a part sourced from one of our approved vendors, as per your election. Unfortunately, it appears that the unit has failed, and we deeply regret the inconvenience this has caused.
  The replacement transmission is covered under the vendors warranty, and we are actively working with the repair facility and the vendor to expedite the process and resolve the issue for you. Our team is reviewing the current claim to ensure everything proceeds smoothly, and we are prioritizing this matter to minimize any further disruption.
  We appreciate your patience as we work to address this issue. If you have additional questions or need further assistance, please dont hesitate to reach out to our claims team directly at ************. Your satisfaction is important to us, and we are committed to resolving this matter as quickly as possible.
  Thank you for bringing this to our attention, and we appreciate the opportunity to make things right.

  Customer Answer

  Date: 12/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. What lpha Warranty is saying is acceptable to me.
  
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22646384
  
  I am rejecting this response because:Please contact Alpha Warranty about payment for my truck. The repair shop was not able to reach them. The repair shop is waiting for payment and will not start repairs until they work out payment arrangements. 

  
  

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

  

  Business Response

  Date: 01/16/2025

  Dear Mr. *************** understand your concerns regarding the payment for your trucks repairs and want to clarify the situation to help resolve this matter.
  Since this claim involves a part provided by the parts vendor, the payment arrangements for the repair are between your repair facility and the vendor, not Alpha Warranty. Our resolutions team has been actively working on this on your behalf, including contacting the parts vendor for an update.
  Last week, we provided your repair facility with the vendors contact information so they could coordinate directly. As of yesterday, the parts vendor informed us they attempted to contact your repair facility but were unable to leave a message. They also noted they were waiting to hear back from the repair facility regarding any additional costs before moving forward.
  We encourage the repair facility to continue coordinating directly with the parts vendor to finalize the payment details so the repairs can proceed. This arrangement helps eliminate the "middle man" from the repair facility and the parts vendor. If theres anything further we can do to assist in facilitating communication, please let us know.

• Initial Complaint

  Date:12/05/2024

  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.

  ********** sells product based on untrue information. Was assured my vehicle passed a 120 point inspection, hold music of said dealership confirms ALL vehicles pass 120 point inspection, this is untrue. Dealership wouldn't assist or take the vehicle back. Cost me $12,900 in repairs.

  

  Business Response

  Date: 12/09/2024

  Dear ********,
  Thank you for sharing your feedback. We understand how frustrating it must be to encounter unexpected repair costs after purchasing a vehicle that you believed had undergone a thorough inspection.
  We want to clarify that Alpha Warranty Services is not involved in the sale, inspection, or pre-sale practices of any dealership. Our role begins when we partner with dealerships to offer extended warranty plans that help protect our customers against unforeseen mechanical issues after their purchase.
  It seems your concerns may be directly related to the dealership's sales practices or inspection process. We recommend reaching out to them to address the discrepancy about the 120-point inspection. If your vehicle is covered by an Alpha Warranty Services plan and you have questions about your coverage or claim eligibility, wed be happy to assist you.
  Our goal is to provide exceptional support and service, and we regret that this situation has led to a negative impression of our company.Please don't hesitate to contact us directly at ************ if we can help clarify or support you in any way.

• Initial Complaint

  Date:11/28/2024

  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.

  The warranty company refused to honor the contract My mecanic faxed the issues of the jeep and what needs to be done The warranty company asking for tear down the engine which is a trick they do for the company don't want to fix the problem Because tear down the engine cost 8000 dollars no customers can spend this money and they know it that's why they came out with this solution for customers give up MY MECANIC DIAGNOSED THE ISSUES THEY SENT TO THE COMPANY THE COST TO GET DONE AND THEY REFUSED

  

  Business Response

  Date: 12/02/2024

  Dear ********,
  Thank you for bringing your concerns to our attention. We understand your frustration regarding the handling of your Jeeps claim, and we appreciate the opportunity to provide further clarification about the situation.
  
  Understanding the Claim Process
  When your repair facility (RF) initially submitted a claim on September 27, 2024, it included multiple reported issues:
  A clogged radiator, seeping head gasket, and thermostat housing, none of which are covered under the terms of your *************** Contract (VSC).
  The RF later revised their report to indicate the water pump as the primary point of failure, which is a coverable component under your VSC.
  Given the importance of verifying the failure of the water pump before proceeding, our adjuster explained that a teardown inspection might be required. This step ensures that the diagnosed issue aligns with the terms of your coverage and enables us to make an informed decision about the repair.
  
  Why Is a Teardown Needed?
  The water pump in your Jeep is located inside the engines timing cover, making it an internal component. Unlike external water pumps that can be visually inspected, confirming the failure of an internal water pump requires disassembly of the engine. This inspection step is standard practice in such cases and is vital for:
  Ensuring the failure matches the diagnosis submitted by the repair facility.
  Confirming the root cause of the failure to verify coverage under the VSC.
  Without this inspection, we are unable to proceed with approving or denying the claim.
  
  Efforts to Move Forward
  Since the claim was opened:
  Resolutions and Sales Teams: Have been working with your repair facility and you to explore potential goodwill assistance.
  Request for Estimate: We requested an estimate from the repair facility as part of the process to evaluate goodwill options, but we did not receive this estimate during the month-long review period (October 131, 2024). This lack of information stalled the process.
  Attempts to Communicate: Between November 8 and 19, 2024, our team made multiple attempts to contact you to discuss next steps. On November 20, 2024, you declined to approve the teardown, stating that you believed it was unnecessary.
  
  Next Steps for Resolution
  While we respect your concerns about the teardown process,it is a required step to confirm failure and determine eligibility for coverage. Additionally, without this confirmation, any goodwill assistance cannot be pursued further.
  To move forward, we recommend:
  Approval of the Teardown Inspection: This will allow us to confirm the failure of the water pump and evaluate your claim based on the VSC.
  Providing an Estimate from Your Repair Facility: This will help our Resolutions team explore goodwill assistance options.
  If you have specific questions or would like to discuss this further, please feel free to contact us directly. We are here to help and will do our best to resolve your concerns promptly.
  
  Commitment to Customer Support
  We understand that this process has been frustrating, and we sincerely apologize for any inconvenience caused. Our goal is to ensure every claim is handled fairly and in accordance with the terms of your contract. We hope to work with you and your repair facility to resolve this matter as quickly as possible.
  Thank you for your patience and understanding.
  Sincerely,
  Alpha Warranty Services

• Initial Complaint

  Date:11/27/2024

  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.

  In June of 2024, I bought a car from ******** Auto Sales and paid it off in August 2024. I went in to ******** Auto Sales and filed the cancellation paperwork for *** coverage on the car. They told me 6-8 weeks is the normal turnaround time for a refund. I called them back just after the 8-week **** and was told they hadn't received anything from the *** provider. I got the phone number for Classic Administration Systems (the *** provider) on 11/18/24 and they told me that they had confirmed cancellation on 10/28/24, and that it is up to the third party Alpha Warranty to get my refund. I then called Alpha Warranty, and after being on hold and explaining the situation, and being told that they didn't even see it cancelled in the notes of my account, the woman on the phone said it would be 45 days from when Classic had confirmed the cancellation. I asked her why it was 45 days and she couldn't explain why it would take so long. She said that's just how long it takes. 45 days to process a refund? 108 days (if alpha warranty gets me my refund on time) will be the length of this entire process. I probably won't ever buy a car from **********, or at least get warranty or *** services, ever again. I had an easier time getting $25,000 from an insurance company.

  

  Business Response

  Date: 12/02/2024

  Dear Brighton,
  Thank you for taking the time to share your experience with us. We truly value your feedback and the opportunity to address your concerns.We sincerely apologize for any inconvenience caused by the time it has taken to process your *** refund, and we hope to provide clarity and resolution regarding your case.
  
  Timeline and Updates on Your *** Refund
  After reviewing your account, heres a summary of the steps taken regarding your cancellation request:
  Initial Cancellation Request:
  You first contacted Classic Administration Systems (the *** provider) regarding your cancellation. They confirmed on October 28, 2024, that the cancellation was processed on their end.
  Alpha Warranty Services' Involvement:
  On November 18, 2024, you contacted our Customer Support team to inquire about the status of your refund. At that time, there were no cancellation notes on your account, so our representative escalated your case to our Sales and Contracts team for further investigation.
  On November 19, 2024, you followed up for an update. Our team advised you that it could take up to 45 days from the cancellation date (October 28, 2024) for the refund to be processed, as outlined in the standard timeline for *** refund processing.
  Resolution and Finalization:
  On November 26, 2024, the required cancellation documents were attached to your contract, and the cancellation was finalized. At this point, the refund process was officially initiated.
  
  Why Does It Take 45 Days?
  We understand your frustration with the refund timeline. The 45-day processing period accounts for multiple steps, including:
  Verification and coordination between the *** provider, Alpha Warranty Services, and your dealership.
  Ensuring all required cancellation documents are received, reviewed, and processed.
  Issuing and distributing the refund.
  We recognize that this timeline may feel excessive, and we are actively exploring ways to streamline the process to provide quicker resolutions in the future.
  
  Next Steps
  As your *** cancellation was finalized on November *******, the refund process is well underway. Based on the 45-day timeframe,you can expect your refund to be completed by early January 2025.
  If you have any questions or need further updates, please dont hesitate to reach out to us directly. You can also contact our Customer Support team at any time for clarification on your refund status.
  
  Commitment to Improvement
  We regret that this experience has caused you frustration,and we appreciate your patience throughout this process. Your feedback has been shared with our team, and we are committed to improving our systems and communication to ensure smoother and more efficient service in the future.
  Thank you for bringing this to our attention, and please let us know if there is anything further we can do to assist.

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22612761
  
  I am rejecting this response because:

  If I were to receive the refund on 1/1/25 this will be a refund that took 127 days to receive. I figured when I went into the dealership and signed the cancellation paperwork there wouldnt be any hoops like calling two different companies, a 45 day processing period after I had to call after not hearing anything from either companies ever, and a BBB complaint. Your phone operator told me it would be 45 days from when I called, and now its 45 days from the 26th? Thats 6 business days to finalize a cancellation. There has been zero correspondence from anyone. Not a confirmation letter, email, call, text nothing. Early January 2025 could be the 2nd to the 14th, which is it? What if I had never called and just waited for the check in the mail or a call from the dealership? Alpha Warranty would have never finalized the cancellation, and Id be out of the money. Is this process stupidly long, because Alpha Warranty wants people to forget about it? I feel like a reliable and trustworthy company would have said, Hey, weve processed your request and heres a timeline so you know were serious. No wonder the wise people in life tell you to never buy a warranty.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a warranty when I purchased a used vehicle. Last week I filed a claim about a transmission issue that arose). That's why I purchased the company's plan when I bought my used vehicle from the dealer. The plan "covers" And I quote from the plan text: " all internally lubricated parts of the transmission" and further lists " for example" and lists other parts including "oil pump". I have evidence from the dealer and informative articles on the internet that is the case here that transmission fluid , (oil of a certain weight and detergent type). is pumped by the valve body in question to cause the transmission to shift . (Does that not make it "internally lubricated").The warranty company insists that the part number is not on their "list". I asked them for a copy of that list. They will not comply. Here's the rub(s) . Because all the parts are not listed, the list seems to be unavailable , the ambiguity of their contract in that if the part aint listed it aint covered, but the contract also specifies that the list is "for example" implying the obvious that from the sheer number of manufacturers and subsequent part numbers that some flexibility is innate in their services unless they are programmed like it seems to deny, deny, any claims, the sheer number of complaints about this company on your site, I deduce the following. Their coverage is fraudulent because under those auspices I have outlined and with no reference available to me from them, (altered or unaltered ....would I trust a list from them? probably not at this junction), their insistence that only "clerks" and not the true decision makers at the company are available to speak to or communicate with, their seeming inflexibility on definitions the conclusion rears its ugly head that NO claim, ( like in the ***** python sketch), I make would ever be honored. i beseech you to intercede because your reporting of complaints about them and the subsequent resolution of them

  

  Business Response

  Date: 11/15/2024

  Dear Mr. *************** you for bringing your concerns to our attention and providing detailed feedback. We understand how frustrating it can be to navigate the claims process when there is uncertainty about coverage. Wed like to address your points directly and clarify where things currently stand.
  Your warranty is a Refresh A La Car contract, which provides coverage for specific components outlined in the "Covered Components"section of your agreement. While the valve body is integral to the transmission and directs fluid, it is not categorized as an "internally lubricated component"in the context of the contract. This distinction is based on the fact that the valve body does not rely on lubrication to prevent wear as moving parts do.
  Initially, the claim was denied based on this interpretation. However, upon further review, the decision was reconsidered,and the claim was reopened yesterday. We are now working on obtaining part quotes to finalize the process and move forward with coverage promptly.
  To address your concern about the availability of a "list" of parts: the list referenced in your contract is comprehensive, and no separate internal list exists. This means the coverage details in your contract are the same as those we use to evaluate claims. If you do not have a copy of your contract, wed be happy to provide one to ensure you have all the information you need.
  I also want to acknowledge your broader concerns about transparency and customer service. We aim to resolve claims fairly and in accordance with the terms of our contracts, and regret if your experience has felt otherwise. Please rest assured that we are working diligently to address your claim and will keep you updated as we progress.
  Thank you for your patience and for giving us the opportunity to resolve this issue. If you have any additional questions, feel free to reach out directly.

  Customer Answer

  Date: 11/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:11/01/2024

  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.

  My mechanic at *********************** tried to make a claim about my transmission and they said they don't cover it ITS A TRANSMISSION!!! there supposed to cover that. My plan is the best one they sell I purchased it at ******* dealership in *********** they giv you this fancy flier showing how they cover EVERYTHING and they don't cover nothing I'm soooo ****** I bought this. I should hav researched it before I purchased it. UGHHHHHH!!!!

  

  Business Response

  Date: 11/04/2024

  Hello ****,
  We understand your frustration and sincerely apologize for any disappointment regarding your service coverage.
  After looking into your claim, I see that the issue is related to the valve body and blower motor resistor, which arent included in your *************** Contract (VSC). Our VSC covers many key components, but some partslike thesearen't listed for coverage. We regret if there was any miscommunication at the dealership that made this unclear, as we want all of our customers to feel well-informed about their coverage.
  We know car repairs can be stressful, especially when unexpected issues arise. If you'd like, wed be happy to go over your coverage in detail and answer any questions to help ensure youre comfortable with whats included. Please call us at ************. Your feedback is valuable to us, and we appreciate the chance to clarify and support you however we can.

• Initial Complaint

  Date:10/24/2024

  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.

  Purchased powertrain warranty for a used vehicle, vehicle broke down within 8 months I did oil changes every 3000 miles full synthetic motor oil! they do not want to honor the warranty for a tiny bit of oil sludge on the oil pan which would never cause the crank shaft bearing to fault, now Im stuck with a 12,000$ loan and a 12,000$ estimate from Astro transmission to fix my car how does this happen to honest Americans who are really relying on their transportation

  

  Business Response

  Date: 10/25/2024

  Dear *****,
  Thank you for taking the time to share your feedback. We understand how distressing it is to face unexpected repair costs, and we appreciate the opportunity to address your concerns.
  After reviewing the details of your claim, we would like to clarify our findings and the reasoning behind our decision. Your claim was initiated on 09/19/2024, when the vehicle was brought in for engine issues related to bearing failure. As part of our standard procedure, we requested maintenance records to verify consistent care of the vehicle. While you did provide records for oil changes, there were gaps in the service intervals, including a period where only a top-off was performed.
  To ensure accuracy, we proceeded with a teardown and inspection, which revealed sludge buildup throughout the engine, including the oil pan, along with evidence of multiple bearing failures. Unfortunately, the presence of sludge indicates potential maintenance issues, as it often results from a lack of regular oil changes or improper maintenance practices. According to the terms of your contract, failures resulting from sludge or improper maintenance are excluded from coverage. This is clearly outlined in the "What is Not Covered" section, lines 8 and 9.
  We understand your concern that the sludge may not have directly caused the bearing failure. However, bearing issues often arise from a lack of proper lubrication, which can be associated with engine sludge. Given the findings of the inspection and the details of the service records, we must adhere to the contract terms.
  We know how much you rely on your vehicle, and we regret that we couldnt provide the coverage you were hoping for. If you have further questions or would like to discuss this matter in more detail, please dont hesitate to reach out. We value our customers and strive to handle all claims fairly and transparently.

• Initial Complaint

  Date:10/10/2024

  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.

  The first week of October my daughters' 2017 Buick Encore showed a P1101 code and suddenly had an issue with acceleration. She took it to the dealer where the car was purchased on October 9, 2024. They found that the plastic tab on the intake manifold (a covered part) had broke off and was lodged in the hose to the pcv valve which caused level for the vacuum to be low which caused the P1101 code to be shown when tested. Alpha refused to pay on the warranty stating it was an external part that caused the issue, which is not covered. This is ridiculous because it is part of the intake manifold not a separate component - a piece of the intake manifold that broke off. This is the second time we have had an issue with Alpha not covering parts under the warranty on this car.

  

  Business Response

  Date: 10/23/2024

  Hi *****, after a closer look at your claim, our team has updated their position and has authorized the claim for reimbursement per the terms of your service contract. We sincerely apologize for the confusion and hope to get this repair fully completed.