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:03/01/2024

  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 bought a 2018 Kia **** around October of 2022 maybe a little over by Jan the engine went out I purchase alpha when I first bought the car it took them over. 3 months to get me approved to get another engine I submitted all my paperwork for reimbursement of my rental fees no response never got one red cent I finally gave up it took almost 6 months before I got my car back ok I was just happy to get it back with new engine now here I am after having my car back a little over a year the engine has now went out again so I called them back to get the ball rolling so they could replace my engine i sent the last oil change I had which was in sept of 2022 my engine went out in oct of 2022 they said the denied my claim because I dont have my oil change records since I have owned the car what does that have to does the past have to do with my current situation the fact that I just had an oil change only a month before this happened and drove it for another month before my engine went out the fact is I just received a new engine 2021 that you alpha said if anything goes wrong with the engine within 2 years I can get it replaced with no problem and now because they are refusing to approve the replacement Im not only out a car but I still have to make a car payment for a car I no longer can operate after paying over 4000 for this warranty alpha warranty karma is coming and your company is wrong for taking advantage of a single mom with 7 children

  

  Business Response

  Date: 03/04/2024

  Dear **************,
  Thank you for bringing your concerns to our attention. We understand the frustration and inconvenience you have experienced with your vehicle and service claim process.
  After reviewing your case, we acknowledge that there have been delays and challenges in the approval process for your service claim. We sincerely apologize for any inconvenience this may have caused you.
  Regarding the denial of your claim, we apologize for any confusion. We initially denied the claim due to a perceived lack of maintenance records. However, upon further review, we understand that you may not have had access to the necessary records at the time of the claim submission.
  To address your current situation, we encourage you to authorize the Repair Facility to perform a teardown to determine the point of failure. Please be advised that while this step does not guarantee coverage, it is necessary for us to proceed with potential coverage consideration.
  We understand the importance of resolving this matter promptly and efficiently for you. Our team is committed to working closely with you and the Repair Facility to expedite the process and provide a satisfactory resolution to your claim.
  Your satisfaction is important to us, and we are dedicated to resolving this matter to the best of our ability.
  If you have any further questions or concerns, please do not hesitate to contact us directly. We are here to assist you throughout this process.

  Customer Answer

  Date: 03/12/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/26/2024

  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.

  February 7th we dropped our truck off for a warranty claim. Today is February 26th and we have yet to have any work done on the truck. They have charged ** and the dealership who we bought the warranty from extra money. They are not paying for all of the warranty work that is covered on the contract. I have yet to be able to talk to anyone other than a customer service rep who cant answer anything or allow me to talk to someone higher up.

  

  Business Response

  Date: 02/27/2024

  Dear ********************,
  We appreciate you bringing your concerns to our attention regarding the delay and issues with your service claim. Your feedback is invaluable to us as we strive to improve our services and ensure customer satisfaction.
  After a thorough investigation and discussions with our team, we have identified the factors contributing to the delays and discrepancies in your claim.
  As you know, we have already communicated with you regarding the labor charges, clarifying that the amount billed by the repair facility exceeds what Alpha Warranty can reasonably cover for the type of repair required. Our claims team has estimated that the repair should take no more than 24.5 hours based on industry standards and the complexity of the repair process. We have provided detailed information about the repair procedure to ensure transparency in our assessment.
  To expedite the resolution of your claim and alleviate some of the financial burden, Alpha Warranty is willing to cover the * joint repairs and has authorized $7,547.43 in repairs for your vehicle.
  We understand your concerns regarding the surcharge related to the *** removal and the commercial use of your vehicle. While we empathize with your situation, it's important to note that these charges are necessary to address unauthorized modifications and account for the increased wear and tear associated with commercial use. We appreciate your understanding in this matter.
  We are committed to resolving your claim promptly and ensuring that you receive the coverage and assistance you are entitled to under your warranty contract. If you have any further questions or require additional assistance, please don't hesitate to contact us.

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21348006
  
  I am rejecting this response because: myself and the diesel shop provided information that states there isnt an industry standard for this part replacement. The shop has their history of replacing bed plate seals and they are a Diesel shop so they have the industry knowledge. I called 4 different repair shops and no one has data on it replacing a bed place seal. The 24.5 hours you are claiming is for a main bearing replacement. It may be located close to the same area, but is not the same work. Throughout this whole process your decisions have been to protect your business and not providing the warranty work that I paid for. On top of that, it is going on week 4 of this process that I have been without a truck, no concern for the customer. ************* even showed good will and dropped their hours of replacement from 35 to 30. And you are still unwilling to cover the 5.5 hours on top of the 24.5. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/05/2024

  ********************,
  We are disappointed to hear that you continue to be frustrated and disappointed with your experience.It's important for us to address your concerns and provide clarification regarding the issues you've raised.
  First and foremost, we want to assure you that our customer service team is committed to professionalism and transparency in all interactions. We take any allegations of deception very seriously. If you felt that you were not treated with respect and integrity, we can assure you that was not intended. Regarding your interaction with our customer service department, we want to clarify that, according to the recording of the call made during your discussion, our agent did indeed identify herself as a supervisor, which is accurate. She also confirmed that she has a supervisor herself, as is standard in our organizational structure. Furthermore, our team always strives to maintain open lines of communication and resolve issues amicably despite the high emotions some customers may exhibit during a discussion. We understand your frustration with the options provided for replacement parts. We aim to offer the best parts solutions available for the vehicle that fall within the terms of the contract. We want to emphasize that our goal is to ensure the safety and satisfaction of our customers while adhering to the terms and conditions of the service agreement. Regarding your comments about the labor costs and the quality of parts used, we employ qualified mechanics to evaluate claims and labor costs. In your case, were simply basing the labor on published industry standards.

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21348006
  
  I am rejecting this response because:

  you are following an industry standard that is not known to anyone else but you. Myself and the diesel repair shop have contacted multiple shops who do not have an industry standard. As for following the terms of the contract, I am being told that you wont cover the diagnostic fees, however in the contract it states that you would cover them. I have messaged the supervisor to talk about this and have yet to hear back. Once again I feel like I am being slighted of the payment due for the warranty that I paid for. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/11/2024

  Dear ********************, thank you for your ongoing patience with this process. As it turns out, the repair to your truck has caused both your repair facility and our internal mechanics to turn to the manufacturer of your vehicle to determine the labor time to remove and repair the bed plate thats causing the problem. According to your repair facility, the diagnostic information listed on the estimate under service and what the manufacturer provided shows that the labor time is what Alpha Warranty has approved. Your repair facility added some time due to the age and condition of your vehicle since they didnt know what they would find when doing the repair. After conducting this research with your repair facility and the manufacturer, Alpha Warranty has authorized nearly $8,000 toward the repair of your vehicle with a $0 deductible. This generous amount should help ease your mind that Alpha Warranty Services always stands behind the service contract we sell within the terms listed. Thanks again for your patience with the process.

• Initial Complaint

  Date:02/21/2024

  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 vehicle from **************** located in ****** ********. When the vehicle was purchased they offered a warranty to come with it which is the Alpha warranty company. The vehicle was a 2016 dodge ram 1500. The vehicle just recently was taken into a mechanic shop and was discovered that the fault was a lifter failure resulting in engine damage. The warranty company was contacted my M&M automotive to proceed a warranty claim. The warranty claim was then denied when it resulted that the vehicle I had purchased was modified with aftermarket parts that I was unaware of. The vehicle was sold to me as is and I have not modified any of the parts relating to either engine or transmission. The repair was quoted to $5,400. The warranty company refuses to make the claim viable due to the aftermarket parts. I was sold a vehicle and a warranty to go with the truck which turns out that the warranty does not cover the vehicle.

  

  Business Response

  Date: 02/22/2024

  Dear *****,
  Thank you for bringing your concerns to our attention. We understand the frustration you're experiencing regarding the denial of your service claim for the recent engine issue with your 2016 Dodge Ram 1500. After a thorough review of your claim, it has been determined that the modifications, including the vehicle being lowered and the removal of catalytic converters, render your vehicle ineligible for coverage under the terms of the service contract included on the vehicle by the dealership. Our risk assessment process identified these modifications,which were not disclosed during the purchase process. While we acknowledge your statement that the vehicle was sold to you as is, it's important to note that modifications such as these can significantly impact the vehicles performance and eligibility for any service contract coverage. We understand that this may be disappointing news, but it is essential for us to uphold the terms and conditions of the service contract agreement. Unfortunately, based on our findings and the information provided, we are unable to make an exception to reinstate your service contract.Therefore, we have proceeded with the cancellation of the contract as per our policies. We sincerely apologize for any inconvenience this situation may cause you. We recommend reaching out to the selling dealership as they were responsible for selling the service contract that should not have been included on such a modified vehicle. If you have any further questions or require assistance,please do not hesitate to contact us directly.

• Initial Complaint

  Date:02/20/2024

  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.

  I have a windshield coverage plan that states the windshield will be replaced if damaged. They revoked my claim because the crack is longer than 6. This is a scam and a way for them to get out of actually covering to replace windshields. I cant control a rock that hits my windshield and how far it cracks.

  

  Business Response

  Date: 02/21/2024

  Dear ******************,
  Thank you for reaching out to us regarding your windshield coverage plan and the recent denial of your claim. We understand your frustration and we appreciate the opportunity to address your concerns.
  Upon reviewing your contract, we confirmed that cracks or chip repairs larger than six inches (6) are not covered under the terms of your service contract. This stipulation is outlined on page 5 of the contract, which states:
  "THIS CONTRACT DOES NOT PROVIDE WINDSHIELD COVERAGE:24. For cracks or chip repair larger than six inches (6), or cracks or chips located on any other surface other than the front windshield."
  We recognize that damage to your windshield can be an unexpected and frustrating experience, especially when it occurs due to circumstances beyond your control, such as a rock hitting your windshield.However, it's important to note that our coverage terms are established to ensure fairness and consistency for all contract holders.
  In addition, our customer service team has documented your recent inquiry about the denied claim and provided guidance on the cancellation process. Should you decide to cancel your contract, our representatives are available to assist you every step of the way.
  We sincerely apologize for any inconvenience or disappointment this situation may have caused you. If you have any further questions or if there's anything else we can assist you with, please don't hesitate to reach out to us directly.
  Thank you for bringing your concerns to our attention, and we appreciate your understanding.

• Initial Complaint

  Date:02/19/2024

  Type:Product 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 an automobile warranty from Alpha when I purchased my vehicle through the dealership (Dick Ide Volkswagon of Rochester NY) on 08/06/2020. On December 27th of 2023 the vehicle the warranty covered was deemed a total loss due to an accident and the ownership of the vehicle has transfered to the insurance company (Allstate) and the warranty was not transfered to them Due to the vehicle being deemed unrepairable. On 01/08/2024 I submitted a cancelation form through the dealership per the instructions of Alapha to receive back a refund of the remaining pro rated balance. To this day 02/19/2024 I have not received the pro rated reimbursement for this cancelation. When I look my account up to see if the warranty has been canceled, it states that it is still active.

  

  Business Response

  Date: 02/20/2024

  Dear Mr. *******, Thank you for bringing your concerns to our attention
  regarding the cancellation and refund process for your automobile warranty
  purchased through Alpha Warranty at Dick Ide Volkswagen of Rochester, NY.
  Upon reviewing your case, we understand the frustration
  caused by the delay in processing your cancellation and issuing the pro-rated
  refund. We sincerely apologize for any inconvenience this may have caused you.
  Here's a summary of the actions taken to address your
  concerns:
  Cancellation Submission: We received your cancellation form
  through the dealership on January 8, 2024, as per the instructions provided by
  Alpha Warranty. However, it appears that there was an issue with the
  cancellation process. Your cancellation documents were attached to the contract
  on January 26, 2024, but the cancellation was not completed at that time. We
  acknowledge that this delay was unexpected.
  Resolution: We have thoroughly investigated the reason for
  the delay in processing your cancellation. While the exact cause remains
  unclear, it appears to have been a technical error or interruption during the
  cancellation process. Please rest assured that we have taken immediate steps to
  rectify this situation.
  Cancellation Completion: We are pleased to inform you that
  your contract was fully cancelled this morning, February 20, 2024. Furthermore,
  the pro-rated refund check will be issued on Friday, February 23, 2024, and
  mailed to the dealership on the same day.
  We strive to provide excellent service to all our customers,
  and we regret that we fell short of your expectations in this instance.
  If you have any further questions or concerns, please don't
  hesitate to contact us directly.

  Customer Answer

  Date: 02/21/2024

  
  
  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:02/13/2024

  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 bought a warranty through Alpha Warranty back in jan of 2023. I bought their best warranty. I live in salt lake and bought the vehicle in ******, **. I would never plan to go there for service ever ever. It is just too far especially when a car may not be running right. I verified when I purchased the warranty that I can take the car wherever needed if I need a repair. That was no problem at all, however a year later, I have my car at a local ************************* to repair a water pump. They denied the claim telling me I have to take it to *******************. After 4 calls back and forth to Alpha warranty reps, they will not let me leave my car with ************************* and are requiring that I take it to the place I bought it. This is ridiculous and fraud. I can't get the car with no water pump to lindon. I am so mad about this. If they aren't going to fix this, then I want to cancel my warranty for a full refund thanks to the misleading information from Alpha and from ***** at *******. I am so mad about this. Talk about the worst warranty experience ever, especially when you buy their best product.

  

  Business Response

  Date: 02/14/2024

  Dear ******************,
  We can understand the frustration and inconvenience you experienced with your auto service claim process. After thoroughly investigating your complaint and reviewing the details of your claim, we would like to provide some clarification. It appears there was a misunderstanding regarding the process of where repairs could be performed. Our records indicate that your claim for a water pump failure was initiated yesterday, on February 13, 2024.During the initial handling of the claim, there was a pop-up note indicating that customers should be referred to the selling dealership for repairs.However, this note was misinterpreted by our adjuster, resulting in some confusion during discussions with you and our customer service team. We want to clarify that this pop-up note is not a requirement for customers to return to the selling dealership for repairs. It is merely a suggestion provided to customers who may inquire about where to go for repairs. Our team lead promptly addressed this misunderstanding and ensured that your claim was processed correctly. We are pleased to inform you that your claim has been approved and authorized for repair. As mentioned in our response to your ****** review of yesterday, we are awaiting the invoice from the repair facility to proceed with payment. We understand the importance of timely resolution and are working diligently to expedite the process. We apologize for any inconvenience this misunderstanding may have caused and assure you that we are committed to providing excellent service to all our customers. Should you have any further questions or concerns, please do not hesitate to contact us.

  Customer Answer

  Date: 02/16/2024

   
  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:02/09/2024

  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 purchased a 2020 ************* from *********** in **** **** on January 6, 2024. Less than two weeks in, I started having transmission issues. Any time I would accelerate to 2000 rpm, the entire vehicle would shake. I have a warranty contract with Alpha through the dealer, so I took the *** to a shop on Alphas list. The shop performed an inspection and confirmed the transmission needed to be replaced. The shop submitted a claim on January 26 with all details required. It took almost a full week (February 1) for Alpha to send their own inspector out. The inspector confirmed the same findings as the shop that the transmission needed to be replaced. Instead of approving the repair, Alpha stated on February 2 they would need to shop for a better price on the transmission. After several days, they retracted their statement saying the shops price was the better deal, but they still wouldnt approve the repair. On February 6, Alpha stated their inspector didnt collect a transmission fluid sample, and they asked the shop to collect it. Both the shop and dealer were told by Alpha this was the last piece needed for approval. The sample was sent to Alpha on February 7. Alpha is now creating more delays saying they need the estimate again, and they want a different sample of the transmission fluid. The transmission for *** is sealed. There is no easy way to obtain another sample. There is no dipstick. It only has a drain bolt, which already drained most of the fluid out for the first sample. Alpha is just making excuses now to delay this even more. The *** has been at the shop longer than I have had it to drive.

  

  Business Response

  Date: 02/12/2024

  Dear ****************,
  Youve undoubtedly experienced some inconvenience and frustration regarding the handling of your warranty claim for your 2020 *************. After a thorough review of your complaint and the details of your claim, we are pleased to tell you that your claim was authorized on February 9,2024. We understand the urgency of resolving your vehicle issue and note that delays sometimes can occur during the claims process. Alpha Warranty takes each claim seriously and any perceived delays are certainly not intentional and are committed to standing behind each service contract we sell to our valued customers. Since we do take our responsibility seriously, we try to be very thorough in our work to determine the point of failure for each repair.Sometimes, that requires some extra time and effort to help us determine if further coverage is needed. We assure you that our intention is always to ensure accurate assessment and appropriate coverage under your service contract. Please note that your claim has been authorized, and we are awaiting a signed invoice from the repair facility to proceed with the payment process. As you know, our customer service team has been in contact with you to provide updates and assistance throughout this process. We appreciate your patience and understanding in this matter. Should you have any further questions or concerns, please do not hesitate to reach out to us. 

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21270563
  
  I am rejecting this response because: Alpha had dragged their feet claiming they were looking for a cheaper price on the transmission, and then they agreed that the shops MSRP was the best price. Even with all that, Alpha is only willing to cover 65% of the expense. That leaves me on the hook to cover the remaining 35% when the contract clearly stated I would only owe a $100 deductible plus the transmission fluid. Alpha told me on the phone on their recorded line that those were the only two things I would need to cover. Now I come to find out I will likely need to fork out $2300 out of pocket. Their A+ service plan is a farce.

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

  

  Business Response

  Date: 02/19/2024

  Dear ****************,
  Thank you for your continued correspondence regarding your recent claim with Alpha Warranty. After thoroughly reviewing the details of your case, we understand your frustration regarding the expenses associated with the transmission repair. Upon careful examination, it appears there may have been some miscommunication regarding the coverage and pricing breakdown. The parts pricing provided by the repair facility (**) exceeded the Manufacturer's Suggested Retail Price (****) provided to us by ***. Therefore, we are covering the **** price as per the terms of your contract. We are also covering the **'s labor rate and requested labor times, ensuring there is no discrepancy with labor costs. You were informed that you would be responsible for covering the transmission fluid cost, which totaled $392.35 according to the **'s estimate. Additionally, the ** included charges for a cooler flush twice and charged more than double the **** for the fluids. These charges are not covered under the terms of your contract. It's important to note that tax is not covered in the *************, and you will be liable for this cost, which totaled $356.19 according to the **'s estimate. The estimate also included a $25.00 fee for shop supplies, which is not covered under the contract. Based on our calculations, the ** is charging you $1,688.39 more than Alpha Warranty can cover under the terms of the contract, with $1,110.50 attributed to upcharges over **** parts pricing. Regarding your concern about the out-of-pocket cost totaling $2,300, it appears there might be a discrepancy in the calculations provided by the repair facility. We would strongly recommend discussing these discrepancies directly with your ** to gain clarity on the charges and ensure transparency in the billing process. Rest assured, we have thoroughly reviewed the claim details,and determined it was adjudicated correctly based on the terms outlined in your service contract. Please feel free to reach out if you have any further questions or if there's anything else we can assist you with.

• Initial Complaint

  Date:01/28/2024

  Type:Order 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.

  The warranty clearly covers repairs in the contract. Because our car has a different kind of transmission, they are refusing to cover the repair. No where in the contract did it say they don't cover this kind of transmission. This is fraud and false advertising. I either want the repair covered or I want my money back.

  

  Business Response

  Date: 01/30/2024

  Dear ******************,
  We appreciate your engagement with Alpha Warranty Services and sincerely apologize for any confusion or frustration you may be experiencing in relation to your recent claim. Your concerns are of importance to us, and we would like to provide clarity regarding the denial of your claim. Upon a thorough review of your case by our claims team, we understand that the failure identified in your vehicle involves the Hydraulic Transmission Fluid pump. It's crucial to note that, unfortunately, this specific component falls outside the coverage parameters outlined in your service contract. As specified in the terms of the contract, our coverage is extended to internally lubricated parts of the transmission. Since the Hydraulic Transmission Fluid pump is an external component that activates and supplies pressure to the clutches inside the transmission, is regrettably not covered by the terms of your service contract. We genuinely sympathize with the inconvenience this situation may have caused, and we want to assure you that our decision is based on a careful assessment of the contract terms and the nature of the reported failure. While we understand your frustration, we want to emphasize that there was no intent to mislead or engage in false advertising. We are committed to transparency in our service, and the denial is in accordance with the specified coverage outlined in the contract.
  Should you have further questions or if there is anything we can do to assist you, please don't hesitate to reach out to our customer service department directly. We are here to provide any necessary clarification and address your concerns to the best of our ability. Thank you for your understanding and for allowing us the opportunity to respond to your complaint.

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21211047
  
  I am rejecting this response because:

  The contract specifically states that it covers the oil pump. That is exactly the same thing as a fluid pump. You can ****** it if you don't have an understanding of transmissions. Just because this car has a weird transmission and it is for some reason outside the transmission case, shouldn't matter. And if it does matter, then the oil pump shouldn't have been listed as covered for my car in the contract but it is. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/31/2024

  Dear ******************,
  We appreciate your persistence in maintaining your concerns, and we want to assure you that we take your feedback seriously. Upon thorough review of your claim, we acknowledge the specific language in your service contract concerning the coverage of the oil pump. We understand the importance of providing coverage as per the terms outlined in the contract. After careful consideration and consultation with several qualified mechanics on our claims team, we acknowledge the challenge in distinguishing between a "hydraulic pump" and an "oil pump" in certain scenarios.Given the intricacies of your vehicle's transmission system, we want to assure you that we are committed to a fair and reasonable resolution by contacting your repair facility and instruct them to proceed with the necessary steps to cover the repair to your vehicle. We understand the significance of this matter, and we want to ensure that your claim is being handled with the utmost attention and care. We appreciate your understanding during this process, and we apologize for any inconvenience this situation may have caused. Our goal is to provide you with a positive experience and resolve this matter to your satisfaction. If you have any additional questions or if there's anything else you would like to discuss, please feel free to contact our **************** team at ************. Thank you for your patience and cooperation as we work towards a swift resolution.

  Customer Answer

  Date: 02/02/2024

   
  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:01/15/2024

  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.

  Alpha warranty services-Purchased on 01/21/2022 for $ ******* For our work truck a 2018 ***** Silverado **** diesel Vin # ***************** Claim filed on 01/04/2024 for a blown head gasket, repairs estimating over $10,000 Contract explicitly says it covers head gasketThe company has dragged its feet and continue to gas light us with a response of they need more time, more evidence when we call them everyday to see what the status of the claim is. The inspection is over and now they are wanting more proof of failure stating that the vehicle was not broken down enough at the time of the inspection. This company is purposely delaying the repair, and doing what ever they can to deny this claim.Each day there is a delay, we are out of work. Each day there is a delay, back ordered parts for the vehicle is delayed. Each day there is a delay, a cost of a car rental occurs. My company is bleeding out money because this company is playing games and doing what they can to deny this claim due to the amount of money its going to cost them.

  

  Business Response

  Date: 01/22/2024

  Dear ****************,
  We have carefully reviewed your BBB complaint and understand the frustration you are experiencing regarding the delay in processing your claim for the diesel 2018 ***** Silverado ****. We appreciate your detailed description of the situation and would like to address your concerns. Your claim, initiated on 01/05/2024, is currently under review, and we conducted an inspection on 01/08/2024 to assess the reported issues. The inspection report, received on 01/12/2024, indicates that there is uncertainty regarding the head gasket failure, as the evidence provided does not confirm the specific issue. To proceed with the claim, we requested additional confirmation of the head gasket failure from the repair facility. While we understand the urgency and impact on your business, our process requires clear verification to ensure accurate coverage within the parameters outlined in your service contract. Once the repair facility can confirm the failure of the head gaskets and provide evidence of the specific issue, we will promptly move forward with the necessary approvals and coverage. We are committed to a fair and transparent resolution, and your satisfaction is our top priority. We acknowledge the challenges you are facing, including downtime, back-ordered parts, and rental costs. Our team is dedicated to expediting the resolution process once we receive the required confirmation from the repair facility. If you have any further questions or concerns, please do not hesitate to contact our customer service team. We appreciate your patience and cooperation throughout this process. Thank you for bringing this matter to our attention, and we look forward to resolving it to your satisfaction.

  Customer Answer

  Date: 01/24/2024

  
  Complaint: 21146846

  
  I am rejecting this response because:
  The claim was indeed open on 1/5/24.  We have a voicemail from your company on 1/10/24 stating that we are correct,  no one has been assigned to our case and seems our $10,000 claim has fallen through the cracks. There was no one assigned for the inspection.   That is 5 days after the claim was open, with daily calls from we the consumer as well as the dealership inquiring about the delay of the claim.   The inspector went on site 1/11/24, 6 days later, who discussed with the dealership that he just got this job, and that there was no delay on their end due to needing more work.  1/12/24, the claim was reassigned to a different adjuster with more authority due to the claims large amount.  At the end of that business day-1/12/24, the adjusters answer was needing more proof of failure for the larger portion of the claim regarding the head gasket.  1/15/24-Denied the part of the claim for the ****** arm due to rust on the outside.  This denial has everyone scratching their heads as it is a metal part, and metal in fact does rust and is likely not the cause of failure for this portion.  This statement coming from the seasoned diesel mechanic at the dealership himself.  ******************************************************************************************************************************************** impact on our business.  Our service contract does in fact state that these two issues of  ****** arm, and head gasket are covered under this warranty.  The fact the we, along with the dealership, had to call everyday while getting nowhere,  implies that you are not committed to a fair and transparent resolution.  Your customer service team has left us in disparity.  With each interaction,  we are faced with no resolution, and no immediate access to higher authority or management which is absurd.  Our satisfaction seems to be based solely on how much or little the warranty claims are. Our faith that this will be resolved fairly and to our satisfaction is long gone.  This BBB report is proof of that.
  Sincerely,
  *************************

  
  

  

  Business Response

  Date: 01/29/2024

  Dear ****************,
  We appreciate your detailed account of the challenges you've faced with your recent claim, and we sincerely apologize for any inconvenience and frustration it may have caused. We understand the importance of a timely resolution, and we want to assure you that we have thoroughly reviewed your case with the updated information. Upon revisiting your claim, we acknowledge the delays and the initial challenges encountered in the inspection process. We recognize the impact this has had on your business, and we genuinely apologize for any stress or uncertainty it may have caused. We want to provide you with the latest developments on your claim. After receiving additional documentation and conducting further reviews,we have identified that the rust on the ****** arm and idler was indeed surface rust and did not contribute to the failure. Consequently, we have revised our position, and both components have been approved for coverage. As of 01/25/2024, the claim has been fully authorized for the amount of $9,410.01 after the $100 deductible. We are now awaiting the final signed invoice from the repair facility to process the payment promptly. We understand the importance of transparency and open communication, and we apologize for any lapses in this regard. We are committed to learning from this experience and enhancing our processes to ensure a more seamless experience for our valued customers. Once again, we apologize for any inconvenience you've experienced, and we appreciate your patience throughout this process. If you have any further questions or concerns, please feel free to reach out to our customer service department, and we will be happy to assist you. Thank you for bringing these matters to our attention, and we hope to continue serving you with the utmost dedication.

  Customer Answer

  Date: 02/01/2024

   
  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.  Thank you for being a resource for consumers, I truly believe that if it were not for the BBB, this claim would have continued to be overlooked and denied for false reasons.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/11/2024

  Type:Sales and Advertising 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.

  Alpha Warranty specifically states that the turbo on my vehicle is covered. I have spent the last 6 months trouble shooting the turbo. Alpha finally required that the dealership tear down the turbo to find the issue. All the information was provided and the dealership showed evidence that the turbo had failed. Alpha Warranty denied the claim stating that the part of the turbo that failed was not covered. However the part is only serviceable/replaceable by replacing the whole turbo, which they specifically state in their paperwork that they cover. When I contact Alpha all I get is that the part is not covered and the claim is denied. I have requested a refund for the warranty as they are refusing to cover the parts they claim to cover.

  

  Business Response

  Date: 01/12/2024

  Dear ******************,
  Thank you for bringing your concerns to our attention. We have thoroughly reviewed your case and understand the frustration you've experienced during the claims process. We appreciate your patience, and we want to address your concerns as transparently as possible. Upon examining the details, your claim was initiated on 10/23/2023, reporting issues with your vehicle's turbo. Following the diagnosis, the technician identified a failure in achieving proper boost despite the replacement of the bypass valve and blow-off valve. We acknowledge the challenges you faced, and we understand your disappointment in the denial of coverage for the turbo. Our claims team has diligently followed up on the required information, including teardown details, SI photos, and missing hardware identification. After careful examination, the adjuster found that the actuator failed due to missing hardware, specifically bolts, screws, nuts, and washers. Unfortunately, these components fall under the "What is Not Covered" section of your contract, as specified on pages 3 and 4. We understand this may be disheartening, and we sincerely regret any inconvenience caused.
  We appreciate your effort in providing the necessary information and photographs. However, based on the terms outlined in your contract, the specific failure falls outside the coverage scope. In response to your refund request, our team is committed to reviewing it thoroughly. We will address your concerns and provide you with a resolution that aligns with our commitment to customer satisfaction. If you have further questions or if there's anything else we can assist you with, please contact our *************************** at ************. 

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21128166
  
  I am rejecting this response because: It does not address my request for refund of the warranty purchase. As stated, the parts in question can only be replaced by replacing the turbo, which is specifically stated as covered. If the turbo has to be replaced the warranty should be paying for it. As the claim has been denied and Alpha does not cover what they claim to cover I am requesting a refund for my warranty.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/16/2024

  Dear ******************, we understand you would like to cancel your service contract with Alpha Warranty Services. We're sorry to see you go and that you felt you didn't receive the value form your service contract that you expected. Typically, the cancellation process begins with you contacting the dealership where you purchased the vehicle the service contract covers. In order to expedite the cancelation, our **************** Manager sent you an email to get the process started. It usually takes between 6-8 weeks to complete the process. If you have any further question, please give us a call at ************ and we'll be happy to help.

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21128166
  
  I am rejecting this response because: I tried using the link to cancel the contract but when I submit I keep getting an error that the odometer reading cannot be greater than contract expiration. However the milage expiration for the contract i believe is roughly 155k miles and we are at ******* so there is an error in your system
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/17/2024

  Dear ******************, thank you for your response. To clarify, when you purchased your vehicle, you elected to buy a term mileage service contract of ******* miles. ** the time of your last service claim, the vehicle mileage was *******. This means that your service contract has expired and no further refund is available on it. We appreciate having been able to provide you with coverage since you bought the vehicle back in 2021. ** this time, Alpha Warranty Services considers this matter close.

  Customer Answer

  Date: 01/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that there is no resolution to be had. Through further research it has come to my attention that now the issue is that the dealership that we purchased the vehicle from wrote the contract differently than was promised and therefore we only received half the warranty coverage that we paid for. Though the warranty company has found ways to avoid paying legitimate claims there is nothing we can do with them at this point as the contract expired ****** miles earlier than what was sold to us by the dealership.
  
  Sincerely,
  
  *************************