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:09/25/2024

  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 vehicle was dropped off at ************* **** I'm getting the run around about the repair. I purchased a plan with Alpha Warranty Services, and they don't want to honor the repair. It's very frustrating to spend all my money to get the service contract and then be told the repair is not being honored.

  

  Business Response

  Date: 09/26/2024

  Dear Mr. ******************** you for reaching out and sharing your concerns. We understand how frustrating this situation has been, and wed like to clarify where things currently stand with your claim.
  We are fully committed to honoring your coverage according to the terms of your contract, and we are simply waiting for confirmation of the failure related to the A/C evaporator core. The repair facility provided photos of a leaking drain tube, but we still need definitive evidence showing the failure to the evaporator core itself in order to proceed with coverage.Weve already communicated this to the repair facility and are awaiting their response.
  Once we have this information, well be able to move forward with your claim. Please know that were eager to resolve this for you as quickly as possible, and we have encouraged the repair facility to submit the necessary details.
  We appreciate your patience and are here to help in any way we can. If you have any additional questions or concerns, feel free to reach out to us directly.

• Initial Complaint

  Date:09/18/2024

  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 an after market warranty for $3000.00 that included a $6000.00 aggregate and included air conditioning. I submitted the claim on Aug 27, 2024 after taking my vehicle to get assessed for my air conditioner not working. The mechanic shop told me that there was a leak out of my condenser and that it needed to be replaced. Alpha warranty stated that they didnt have enough evidence that the condenser needed to be replaced. After many phone calls from the mechanic shop and myself, they finally sent an adjuster out to look at my truck. I then got an email asking if I purchased my truck with the current lift and tires. I stated that I did. Another week goes by and I am told they are waiting on a surcharge to be paid by the dealership because the dealership forgot to mark a box. I discovered that the dealership went out of business so I emailed Alpha with all the information I could find about the owner and dealership. It has been 3 weeks since my truck has been in the shop. 3 weeks that Ive been without a vehicle and alpha also denied to cover a rental car. Now the dealership is telling me that they are going to start charging me a storage fee of $100.00 per day for my truck just sitting in their shop. I bought a warranty in good faith. My lift has nothing to do with my air conditioner and the surcharge is between Alpha and the dealership. I want my truck repaired and given back to me immediately.

  

  Business Response

  Date: 09/25/2024

  Dear *****,
  Thank you for bringing your concerns to our attention. We understand how frustrating this experience has been, and we sincerely apologize for the delays youve encountered.
  We have reviewed your claim thoroughly and want to assure you that we are working diligently to resolve the situation as quickly as possible. At this point, the only remaining issue is the surcharge related to your vehicles lift and tire modifications, which was a requirement from the dealership. We are actively working to see if we can proceed without this surcharge being paid to ensure your claim is processed and your vehicle repaired promptly.
  Weve escalated your case to our *************** to explore all possible solutions, and we will follow up with you once we have more information. In the meantime, we truly appreciate your patience and understanding.
  Our priority is getting you back on the road, and we will do everything we can to make that happen swiftly. If you have any additional concerns, please dont hesitate to reach out at ************.
  Thank you again for choosing Alpha Warranty Services.

• Initial Complaint

  Date:09/12/2024

  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.

  Warranty company has what must be deliberately poor quality phone lines so that you can not understand what they are saying when you call for a warranty claim. Today when I called they have a message saying the are unavailable because they are "in a meeting". The entire company is in a meeting? They let you leave a message for a call back but then do not call back. Their website today says it is currently down. All of these shoddy practices are designed to delay you so that you eventually pay out of pocket to have the warrantied items fixed, which they then will not cover.

  

  Business Response

  Date: 09/13/2024

  Dear Mr. Morris, We sincerely apologize for the frustrating experience you’ve had trying to reach us. Alpha Warranty Services is currently facing some unexpected technical issues, which have impacted both our phone system and website. Please know that these problems are not intentional, and we are working hard to get everything back to normal. We understand how important your claim is, and we want to assure you that taking care of our customers is our top priority. We encourage you to reach out to us again, and we will do everything we can to resolve your concerns as quickly as possible. Thank you for your patience,

• Initial Complaint

  Date:09/11/2024

  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 believe we summitted a claim Aug 30th , I purchased the car from a dealer and the warrenty , I hauled the car home because the dealership was 4hrs away so my wife and I took the car out the next day , when we first started it , it had a missfire but it straightened out we drove it and it got real hot , so that Monday it was taken to a Ford service place and the said the fans are not coming on high and thats what is making the engine overheat and blew the head gasket , so it got turned in to warrenty and alpha wants the engine tore down to see if it really is a head gasket , and if its not anything they cover, i pay the bill 2200 dollars . well they do cover the fans but wont cover the engine that got overheated because of the fans and ruined the head gasket . this is not right at all , i feel this nothing but a big scam . now i had to tell the ford place to hold off why i figure out what to do and pay the 300 because they looked at it .

  

  Business Response

  Date: 09/13/2024

  Dear Mr. and Mrs. Politte,
  Thank you for reaching out to us regarding your recent
  claim, and we appreciate the opportunity to address your concerns.
  After reviewing the details of your case, it appears that
  the first time the vehicle was driven after purchase, it experienced
  overheating issues. We understand how frustrating this situation must be,
  especially when a newly purchased car has such problems.
  Based on the information provided by both you and the repair
  facility, we found that the cooling fans and the engine components involved in
  this failure could potentially be covered under your contract. However,
  pre-existing conditions, along with any failures caused by
  overheating—regardless of the cause—are excluded from coverage, as outlined in
  the terms of your service contract agreement.
  In an effort to gather more information and thoroughly
  investigate the issue, our claims adjuster reached out to the repair facility
  for additional details, including freeze frame data. Unfortunately, we were
  informed that the engine teardown and necessary inspections were declined,
  which resulted in the claim being closed.
  We understand that this is not the outcome you were hoping
  for, and we truly regret any inconvenience this has caused. If you'd like to
  revisit the situation or if there is any new information available that could
  help us, we encourage you to reach out directly at 800-662-5519. We’re more
  than happy to work with you and the repair facility to ensure all available
  options have been explored.
  Thank you for your understanding, and please know that we
  are here to assist you with any further questions or concerns.

• Initial Complaint

  Date:09/10/2024

  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.

  Alpha Warranty has done nothing but stone wall our claim for the replacement of a transmission that suffered a failure of 2nd gear. This situation started on July 2, 2024 and continues to this day. Requests were made to the shop and for whatever reason only some were received. Since then we have on our own worked on following up with requested information on both 08/21/2024 (receipt / description / proof of payment) and on 08/23/2024 ( pictures from the shop ) Hoop after hoop is placed in front of us with nothing but hat in hand excuses from customer service. I continually catch them in lies and misdirection, with zero end in sight. All of the communication has only been one way, with nothing coming from Alpha requesting further information to aid in the resolution of the claim. This alone tells me that either there was no intention to ever make good on the policy in the first place, or nothing of concern was found that needed follow up for claim evaluation. We are out 1979.12 from having to get our vehicle back to us as it was not possible to be without it for the more than two weeks it was held up in the first place. I view this as them having absolute no intention to ever payout on the policy that was sold to us.

  

  Business Response

  Date: 09/11/2024

  Dear Chad,
  Thank you for taking the time to share your experience, and
  we sincerely apologize for the frustration and inconvenience this situation has
  caused. We want to assure you that we take all feedback seriously and are
  committed to resolving any issues as quickly as possible.
  After thoroughly reviewing our system, we were unable to
  locate a claim under your name that matches the details provided in your
  review. It’s possible there may have been a mix-up or an issue with the claim
  submission process. To move forward efficiently and ensure your concerns are
  addressed, we kindly ask that you reach out to us directly at 800-662-5519 with
  the name under which the contract was purchased or your contract number. This
  will help us locate your account and provide the necessary support.
  We truly understand how delays and miscommunications can be
  incredibly frustrating, especially when you're expecting timely reimbursement
  for your repairs. Our goal is to provide clear communication and to help
  customers like you navigate the claims process smoothly. Your feedback will
  help us improve, and we will do everything in our power to resolve this matter
  once we have the necessary details.
  Please don't hesitate to contact our escalation team, and we
  will prioritize your case to find a solution. We look forward to working with
  you to resolve this issue as quickly as possible.

  Customer Answer

  Date: 09/14/2024

   
  
  Complaint: 22265703
  
  
  
  I am rejecting this response because:  I was able to find a third party with a connection to Alpha Warranty that reviewed all of the previously submitted information and quickly resolved the situation for us.  Otherwise I have absolutely no question that this goat rodeo would still be going on.  I still await the call back from the supervisor of the floor supervisors.  I stand by original review of Alpha Warranty, and advise people to look elsewhere for a company that will honor the extended warranty contract without the endless run around that is designed to get the contract holder to give up.
  
  
  
  Sincerely,
  
  
  
  Chad Newman

• Initial Complaint

  Date:08/20/2024

  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.

  This business is criminal, do not spend your money on this warranty company! My alternator died on me on June 29th 2024, which is a Saturday and alpha warranty company is not Open on the weekends. So I got the work completed with my own money and called alpha on July 1st 2024, filed a claim, emailed all the necessary documentation about the claim and received a call back two days later from a lady stating that my claim was approved. She told me that I would be receiving a check in 7 to 10 days. I never received a check. I finally called the company back the first week of August stating the issue, the representative told me that a supervisor would call me back in 24 to 48 hours later. I received a call back the next day from a supervisor ( that sounded like the same exact girl from the day before, but disguising her voice) she told me that the check is being mailed out that week. Its almost three weeks later and I still havent received reimbursement. I called again today, the representative again told me that a supervisor will contact me in 24 to 48 hours. This company is crooked! Im a customer, I paid for ******************** and this company is not delivering, and worst, theyre are stealing from me!

  

  Business Response

  Date: 08/21/2024

  Dear ****, Thank you for your submission to the BBB. We appreciate that you have had some frustration with the difficulty in securing the reimbursement for your repair. We apologize for this and understand that you have spoken by phone with one of the leaders of our company and have received assurance that your reimbursement check is scheduled to be delivered to you via the **** by the end of this week - August 19th - 23rd, 2024. Rest assured that we are committed to making sure you are properly reimbursed for your repair as required under the terms of your service contract with Alpha Warranty Services.

• Initial Complaint

  Date:08/19/2024

  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.

  On 08/02/2019 purchase additional insurance to cover Main train, electrical and Seals and gaskets in my BMW X3 XDrive28I with expiration date of 08/02/2024.
  a) 09/06/2019 – cost of repairs $929.30 Oil filter housing gasket – Not covered- Work was done
  b) 10/26/2020 – cost of repairs $802.61 No recommendations except Drive belt and hoses serviced.
  c) 02/19/2021 – cost of repairs $569.27 Recommendation oil Pan gasket
  d) 01/12/2022 – cost of repairs $1577.99 Valve Cover Gasket leak, replaced – no leak after replacement
  e) 04/27/2023 – cost of repairs $1286.13 Electrical door repair – no other recommendations.
  f) 05/31/2024 – cost of repairs $290.92 plus $3090.47 work that was waiting for approval, because they don’t cover if you pay the bill. Oil gasket pan gasket need replacement – Denied
  g) Letter of denial received August 6th.
  No expenses were paid during the whole contract and alpha does not allow retroactive claims.
  They only take claims from the shop, therefore I don’t know who said what. I do know that I covered all the expenses, and I don’t know if the shop called every time. Adjustors do not speak to contract holders (consumers)
  This company has a system to avoid payments. FRAUD
  
  I demand the cover the oil pan gasket $3090.47 or refund the cost of the warranty contract $2895.00

  

  Business Response

  Date: 08/20/2024

  Dear Ms. Dickinson,
  Thank you for bringing your concerns to our attention
  through the BBB. We sincerely apologize for any frustration or inconvenience
  you have experienced. We appreciate the opportunity to address your concerns
  regarding your service contract for your BMW X3 XDrive28i.
  Our oversight team has carefully reviewed the claims related
  to your vehicle, and we would like to provide clarification on the decisions
  made:
  Initial
  Claims (*********** *********** **********): These claims were denied
  because the repairs requested were not covered under the terms of your
  service contract.
  Oil
  Pan Gasket Claims: The claim submitted on 04/26/2023 (***********
  involved a recommendation for an oil pan gasket replacement. However, our
  records indicate that this claim was denied due to the coverage
  limitations of your contract, which does not include repairs related to
  non-covered parts such as the doors. At the time, there was no indication
  that the oil pan gasket needed immediate repair.
  The most recent claim (**********), submitted on 05/31/2024,
  also involves the oil pan gasket. Our oversight team noted that there is no
  record of the oil pan gasket being replaced or repaired in any of the previous
  claims. According to your contract, if the oil pan gasket had not been
  previously replaced, this repair would not be covered. However, if you can
  provide documentation proving that the gasket was replaced prior to this claim,
  we would be happy to reassess the situation for potential coverage.
  Regarding your concerns about communication, we want to
  clarify that our adjusters work directly with repair facilities to ensure
  claims are processed efficiently and accurately. We understand that this
  process can sometimes feel indirect, but it is in place to maintain a clear and
  consistent line of communication with the experts handling your vehicle’s
  repairs.
  We regret that your experience has led you to feel this way
  about our company. We strive to provide clear and fair service to all our
  customers and apologize if we did not meet your expectations in this instance.
  If you can provide the requested documentation or have any further questions,
  please contact our customer service team at 800-662-5519, and we will be more
  than happy to assist you.

  Customer Answer

  Date: 08/31/2024

   
  
  Complaint: 22164733
  
  
  
  I am rejecting this response because: SEE ATTACHMENT
  
  
  
  Sincerely,
  
  
  
  Myriam Dickinson

  

  Business Response

  Date: 09/04/2024

  Dear Ms. Dickinson,
  Thank you for bringing your concerns to our attention through the BBB. We sincerely apologize for any frustration or inconvenience you have experienced. We appreciate the opportunity to address your concerns regarding your service contract for your BMW X3 XDrive28i.
  Our oversight team has carefully reviewed the claims related to your vehicle, and we would like to provide clarification on the decisions made:
  Initial Claims (*********** *********** ***********: These claims were denied because the repairs requested were not covered under the terms of your service contract.
  Oil Pan Gasket Claims: The claim submitted on 04/26/2023 (**********) involved a recommendation for an oil pan gasket replacement. However, our records indicate that this claim was denied due to the coverage limitations of your contract, which does not include repairs related to non-covered parts such as the doors. At the time, there was no indication that the oil pan gasket needed immediate repair.
  The most recent claim (***********, submitted on 05/31/2024, also involves the oil pan gasket. Our oversight team noted that there is no record of the oil pan gasket being replaced or repaired in any of the previous claims. According to your contract, if the oil pan gasket had not been previously replaced, this repair would not be covered. However, if you can provide documentation proving that the gasket was replaced prior to this claim, we would be happy to reassess the situation for potential coverage.
  Regarding your concerns about communication, we want to clarify that our adjusters work directly with repair facilities to ensure claims are processed efficiently and accurately. We understand that this process can sometimes feel indirect, but it is in place to maintain a clear and consistent line of communication with the experts handling your vehicle’s repairs.
  We regret that your experience has led you to feel this way about our company. We strive to provide clear and fair service to all our customers and apologize if we did not meet your expectations in this instance. If you can provide the requested documentation or have any further questions, please contact our customer service team at 800-662-5519, and we will be more than happy to assist you.

• Initial Complaint

  Date:07/31/2024

  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.

  Vehicle was in need of repair a few weeks after purchasing as the front differential started making a noise, a great relief that I purchased a warranty, so I immediately took the vehicle to the dealership to be checked out, after a few days I called the dealership and they had problems getting the warranty company to approve the claim, there was back and forth for 3 weeks until finally I called to which was told the timeline will vary and they haven't decided if they would approve my claim. This is robbery In my opinion as we had a contract and they can take however long they like to make solid on their end, long story short had to cancel this company and pay out of pocket to get my vehicle back, wouldn't recommend this thieving company to anyone.

  

  Business Response

  Date: 08/07/2024

  Dear ****************, Thank you for sharing your feedback. We sincerely apologize for the inconvenience and frustration youve experienced with your claim. We understand how important it is to have your truck repaired promptly, and we appreciate the opportunity to address your concerns. Upon reviewing your claim, we found that it was opened with Alpha Warranty on July 18th at 4:16 pm MDT. We apologize for any confusion regarding the timeline, as its possible the repair facility took some time to initiate the claim process. However, we are pleased to inform you that your claim has been authorized for payment in the amount of $2,976.15 after the $100 deductible. The repair shop should now be able to proceed with ordering the necessary parts and completing the repairs on your truck. We understand that our communication with you may not have met your expectations, and we regret any frustration this may have caused. Your feedback is valuable, and we are committed to improving our service and communication processes to ensure a better experience for all our customers. Thank you for bringing this to our attention. If you have any further questions or need additional assistance, please do not hesitate to contact our customer service team at ************.

• Initial Complaint

  Date:07/23/2024

  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 was sold this warranty as a lifetime full powertrain warranty, only to find out the contract lists out about half of the parts in the power train as being outside of coverage. First, the valve body failed about 2 months into owning the vehicle and they denied the claim. Now the *** is failing entirely, so they asked the shop to find metal flakes in the transmission oil pan. They did. Now they want to have the shop rip apart the entire transmission so they can find out how to avoid approving the claim. They want me to pay to have my entire *** ripped apart so they can avoid having to fulfill their end of the contract... totally insane.This was a mistake from the very beginning, I want all of my money back from these people, I was sold a false bill of goods by a finance manager and have had nothing but headaches from this company. They want me to cancel before they can tell me how much I would get in refund which is amazing, they want to completely remove any contractual obligations (as though they respected those to begin with) and take my money and run. You can't call it a full power train warranty if you refuse to cover any of the parts that break! I cannot think of anything more dishonest and scummy than requesting me to pay for a transmission teardown so you can find out how to evade even a single claim. You've taken my money and done nothing for me in return, how can you call yourselves a business?

  

  Business Response

  Date: 07/25/2024

  Dear **************,
  Thank you for sharing your concerns and for providing an opportunity to address them. We understand your frustration and want to clarify the details of your claim and our process to ensure transparency and resolution.
  Upon reviewing your claim, we would like to address the key points you raised:
  Coverage of Parts: Your warranty covers many, but not all, parts of the powertrain. We apologize if there was any misunderstanding at the time of purchase. The terms and coverage details are outlined in your contract, and we are here to help clarify any specific questions you may have regarding what is and isnt covered.
  Valve Body Claim: We regret that your valve body claim was denied. The specific reasons for denial should have been communicated to you, and we apologize if this process was not clear.
  Current *** Claim: Your current claim regarding the *** was authorized yesterday morning. Our records show that we did not request a complete teardown of the transmission. Instead, we requested a transmission oil pan drop to check for metal flakes, which is a standard and less invasive procedure to assess the condition of the transmission.
  Customer Service and Refund: We understand your frustration with the communication regarding refunds and contract cancellations. We strive to provide clear and prompt information, and we apologize for any confusion. Your request for a refund will be handled in accordance with the terms of your contract, and we are here to assist you through this process.
  We are committed to resolving your concerns and ensuring you receive the support and service you deserve. Please feel free to reach out directly to our customer service team at ************ for further assistance or clarification. We value your feedback and aim to improve our services based on your experience.
  Thank you for bringing this to our attention, and we appreciate your patience as we work to resolve your concerns.

• Initial Complaint

  Date:07/09/2024

  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 have had an extended warranty with Alpha for a little over a year and paid $3,600 for this ********** ******** On Tuesday June 18, 2024 I had my 2015 Jeep Wrangler Sahara taken in for mechanical problems and even went through all the proper channels of having my mechanic call in all of the information. They are refusing to cover any of the cost because of my mechanic mentioning that the Jeep overheated. The overheating was not the main problem it was the by product of the faulty head gasket. It has been 3 weeks of going round and round with them and having HORRIBLE customer service as well as NO return call from a supervisor that I requested. They then lied and said that a supervisor did call and left a voicemail but I DO NOT have this on my phone records at all. I then requested for them to just refund me my $3,600 but they have refused this request as well. They always say that there is not a supervisor to speak with, that one is not available no matter the time of day. They are not willing to make any type of corrections or cover any cost. This company is extremely rude and unhelpful in any way possible.

  

  Business Response

  Date: 07/25/2024

  Dear ************,
  Thank you for bringing your concerns to our attention. We deeply regret the frustration and inconvenience you have experienced, and we appreciate the opportunity to address your complaint.
  Regarding your claim for your 2015 Jeep Wrangler Sahara, we would like to clarify the steps taken and the reasoning behind our decisions:
  Initial Denial of Claim: The repair facility (**) reported that your vehicle had overheated, leading to the denial of non-covered parts and potential parts since the vehicle was driven into the ** showing signs of overheating. Failures due to overheating are not covered under the terms of your **************** plan, as stated in the "What is Not Covered" section of your contract.
  Reevaluation of Claim: Understanding the complexity of the situation, we had another adjuster reopen the claim to reassess the diagnostic information provided by the **. It was determined that a teardown (TD) to the cylinder head and gasket would be necessary to evaluate the coverage potential accurately. The ** agreed to this and mentioned they would reach out to you for authorization.
  Lack of Contact: Unfortunately, we lost contact with both the ** and you at this stage. To move forward, we need authorization for the TD to proceed with a thorough evaluation.
  Customer Service and Communication: We apologize for any miscommunication and the difficulties you experienced in reaching a supervisor. Our goal is to provide prompt and effective support, and it is clear we fell short in this instance. We will ensure that an adjuster and customer service representative reach out to both the ** and you to resolve this matter as swiftly as possible.
  We are committed to resolving your concerns and providing the support you need. If you have any further questions or need additional assistance, please do not hesitate to contact our customer service team directly at ************.
  Thank you for your patience and understanding.