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:12/19/2023

  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.

  Description of complaint:I purchased this vehicle Jan, 2023 and was convinced to an additional "bumper to bumper" warranty for $2500. Within a month, the car started overheating. I took it back to the dealer, only to be told it was not their problem. I contacted the warranty company and was told they don't repair that sort of problem. So, I'm making monthly payments on a vehicle that hasn't run since Sept. The warranty company refunded part of their fee back to my bank. And I've spent over $2000 on repairs so far and it still won't start. I feel the warranty company should have covered repairs.

  

  Business Response

  Date: 01/03/2024

  Dear **************,
  We sincerely apologize for the challenges you've faced with your vehicle and the frustrations caused by the repair issues encountered. We understand how critical it is to have proper coverage when such unfortunate situations arise.
  After conducting a thorough review of your service contract coverage and the reported vehicle issues, were sorry to tell you that the specific problem you encountered falls outside the coverage parameters outlined in the service plan you selected. As indicated in the terms and conditions of your coverage plan, certain components, including repairs associated with overheating or issues related to fluid intermix or improper fluid conditions,are not covered under your agreement.
  It's crucial to highlight that the service plan you opted for does not include coverage for the specific nature of the overheating issue experienced by your vehicle.
  We understand and acknowledge your dissatisfaction, but based on the coverage you selected, the specific repairs required due to overheating, fluid intermix, or issues related to fluid quality or quantity are explicitly excluded.
  Regarding the refund processed, it aligns with the coverage limitations outlined in the contract for non-covered repairs. Unfortunately,without detailed information about the cause of the overheating issue from the repair facility, we were unable to conduct a thorough assessment for potential claim coverage.
  We empathize with the challenges you've encountered and understand your disappointment. If you would like further assistance or clarification regarding your coverage, please feel free to reach out directly,and we will do our best to provide guidance or additional information as needed.

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 21029821
  
  I am rejecting this response because:

  I do NOT agree with your response as this RIPOFF you call a warranty was a total waste of $2500.00. It was sold to me as a "bumper to bumper" warranty. Anything that goes wrong is covered.  That's what I was told. Town and ************** would not do anything about the car's  problem because I had a fantastic warranty. HA. The car has been sitting in my driveway for several months now, not running at all, while I make payments every month. I just don't see how you can scam people this way.  For the price I paid for this car, I expected it to last a while.  I need a vehicle.

  
  

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

  

  Business Response

  Date: 01/18/2024

  Dear **************, We understand the impact this situation has on you, and we genuinely empathize with your frustration. Our goal is to provide transparent and accurate information about the coverage, and we regret any misunderstanding that *** have occurred. If there's anything specific you'd like us to review or if you have further questions about the terms of your contract, please don't hesitate to contact our customer service team directly.

• Initial Complaint

  Date:12/16/2023

  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 engine broke down in September. I dropped it off on the 16th. the dealership could not break it down for the warranty inspector at the time. They didn't get to the break down until December. When the engine was broken down, the inspector did not get to it for 2 weeks. My truck had been sitting for over to month. Now they are denying because they say the pictures show that my crankshaft and other parts are bad due to no lubrication. The dealership technician and the inspector both agreed that my oil levels and lubrication are in good condition. The denial also consist of one missing oil report which was from 1 1/2 years ago. the company is no longer in business and we can not retrieve the report. How can they go against the first report and go by picture of a engine that has been sitting for almost 3 months? I have been paying this warranty for 2 years and I don't know how much. Now I am having to rent a car in order to work and having to pay $1800 for the break down of my engine.

  

  Business Response

  Date: 12/28/2023

  Dear Mr. *******,
  Thank you for reaching out to us regarding the concerns with
  the denial of your claim for the engine breakdown on your vehicle. We sincerely
  appreciate your patience and cooperation throughout this process.
  Allow us to clarify the sequence of events regarding your
  claim to provide a comprehensive understanding. The claim process commenced on
  09/21/2023 when the repair facility (RF) initiated the claim due to lower end
  noise, suspected to be related to main bearings failure, although it hadn't
  been confirmed at that stage. Subsequently, our adjuster outlined the need for
  Tear Down (TD) to ascertain the Point of Failure (POF) before proceeding with
  an inspection to verify the issue accurately.
  Regrettably, following multiple attempts to follow up and
  start the TD process, the RF notified us of their inability to initiate TD.
  Consequently, our decision was to temporarily close the claim until the TD was
  completed and they were ready to resume proceedings.
  Upon the RF's confirmation of completing TD on 11/17,
  revealing specific damages to the #3 rod bearing and other related components,
  an inspection was swiftly arranged on the same day. The subsequent inspection
  on 11/21 highlighted severe damage to multiple components, particularly
  mentioning discoloration, scoring, and indications of possible low oil levels.
  After meticulous review and consideration of the inspector's
  report and technical observations, the claim was unfortunately denied on 11/28.
  The denial was based on identified multiple bearing failures, a dry crankshaft,
  and evidence of improper fluid levels or quality, as well as maintenance
  issues, as outlined in the terms (Lines 8 & 9) of the contract.
  Upon careful analysis by both our adjuster and Brian S, it
  was concluded that the evidence presented during the inspection strongly
  indicated a lack of proper lubrication as the Point of Failure (POF). The
  components showed signs consistent with insufficient lubrication, leading to
  the denial of the claim.
  We understand and acknowledge your frustration in this
  situation. However, based on the inspector's findings and the technical
  analysis, our decision on the denial of the claim stands due to the compelling
  evidence of lubrication-related issues leading to the engine failure.
  We sincerely regret any inconvenience or hardship caused and
  are available to address any further questions or concerns you may have.
  Thank you for your understanding.
  

• Initial Complaint

  Date:12/11/2023

  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 warranty place declined my case. My car needs a new engine, no engine light came on, no warning what so ever let me know that the car needed repairs. ****** sold me a car that had this problem. Car fax showed no work was needed for this car.

  

  Business Response

  Date: 12/19/2023

  Dear ************,
  Thank you for providing feedback regarding the declined claim for your car's engine issue. We understand the concern and want to address the situation thoroughly.
  Upon a comprehensive review of your warranty claim and associated documentation, including the findings from our Claims Mechanics, it became evident that the denial was due to crucial factors related to the maintenance and condition of your vehicle's engine.
  During the diagnostic process at the repair facility,extensive evaluation revealed significant issues within the engine assembly,notably extreme sludge build-up in the oil pump and evidence of insufficient lubrication. This condition was indicative of prolonged neglect of proper maintenance, as demonstrated by the lack of regular oil changes and maintenance services, notably exceeding ****** miles without documented maintenance,potentially even longer as indicated in the vehicle's history.
  Furthermore, a banking app screenshot was provided,displaying an isolated transaction at a ********************* Change location dated 11/21/2023, less than a week before the claim initiation. However, based on the vehicle's reported mileage at the time of the claim and the condition observed, it was evident that routine maintenance had not been performed consistently over an extended period.
  The inspection conducted revealed critical issues, including extreme sludge accumulation in the oil pump and lack of proper lubrication,leading to engine failure. The condition of the engine components, notably the cylinder walls, showcased a lack of cross-hatching expected in a well-maintained engine.
  While CarFax reports may not specifically indicate service needs, our analysis and evidence obtained during the inspection pointed to significant concerns arising from inadequate maintenance and fluid quality.
  Given the information presented, including the lack of regular maintenance, inadequate lubrication, and extensive engine damage, the claim was correctly denied based on the terms of the contract that require proper maintenance and quality of fluids.
  We understand the disappointment this outcome may cause and remain available to address any further inquiries or concerns you may have.

• Initial Complaint

  Date:12/08/2023

  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.

  Our car stopped running properly 0ct 30. Upon tear down, the car was found to have a broken camshaft. Their inspector denied the claim because sludge was found and claim lack of maintenance. The oil had been changed earlier in the month. I follow the same oil change schedule on all my vehicles. This is the only time there was and issue. I have bought ten different warranty throughout the years for my cars. This is the first time we have had to use one and it was denied. As a consumer i feel violated. I have no idea what went wrong with the engine and that is why you think you are covered with the warranty. I is in case something unforeseen happens. But it turns out its not a warranty. Its they will warranty it if they feel like it. I have a boat anchor for a car with payments and a warranty that is useless because they will not warranty anything. What they sell is sunshine and roses. What they deliver is financial ruin if you actual try to use services you thought you paid for.

  

  Business Response

  Date: 12/19/2023

  Dear ****************,
  Thank you for sharing your concerns regarding the denial of your claim for the broken camshaft on your vehicle. We understand the frustration this situation has caused and appreciate the opportunity to address your inquiries.
  Upon comprehensive review and assessment of the repair facility information provided by our Claims Mechanics, it was determined that the reason for the denial of your claim was based on a critical issue related to lack of lubrication and the condition of the engine fluids.
  The inspection and analysis conducted on or about 11/21/2023 revealed significant sludge accumulation within the valve train and metal contamination. The evidence showcased through inspection photos demonstrated a substantial buildup of sludge, obstructing oil flow in crucial engine components, including the Variable Valve Timing Solenoids (****).
  The collected evidence exhibited the deteriorated quality of engine oil, severely compromising its lubricating properties. This degradation led to restricted oil flow, causing excessive wear, metal-to-metal contact, and elevated temperatures within the engine assembly, resulting in imminent failure.
  Specifically, the condition of the #2 **************** Bearing depicted signs of extreme heat, showcasing dryness and discoloration consistent with burnt oila clear indicator of insufficient lubrication and diminished oil quality.
  While we acknowledge your adherence to routine oil changes, it is important to note that maintenance records were not provided for review, and *********** showed no maintenance recorded since the contract's purchase date, limiting our ability to assess consistent maintenance practices.
  Based on the evidence presented during the inspection, the denial was attributed to the critical lack of proper lubrication due to degraded engine oil, causing severe damage leading to the broken camshaft.
  We understand the disappointment this outcome has caused and empathize with your situation. Should you have further inquiries or require additional clarification, please do not hesitate to contact us directly.
  Thank you for your understanding.

• Initial Complaint

  Date:11/24/2023

  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 August 30th, 2023 I reached out to Alpha Warranty company for problems that I began having with my vehicle. They gave me an option to have my vehicle towed to a couple listings of their own or I had the option to tow to a garage of my choice. Which I chose the Acura dealership itself since they specialize in Acuras. My vehicle was then towed to Acura dealership on September 7th, 2023. On September 29th, Acura dealership called me to explain the problems with my vehicle which included the timing belt, and tensioner which ultimately led to the engine failing in which all explained were to be covered under the warranty contract. The dealership then reached out to the Alpha Warranty company to explain the damages that needed to be repaired and because my make and model has a timing belt instead of a timing chain they refused to cover the damages. I was then forced to pay out of pocket for the damages that the warranty were supposed to cover. I pay all this money to Alpha Warranty company for extended warranty coverage and still making payments in which I only had the vehicle for 1 1/2 years only for them to not fulfill what the warranty claims to cover. The Alpha Warranty then mailed me a copy of the contract which did not have my signature, in which could have been tampered with. I would just like to be reimbursed for amount I paid to fix my vehicle which the warranty clearly stated that it covered.

  

  Business Response

  Date: 11/30/2023

  Dear Ms. **********,
  We regret to hear about the challenges you faced regarding
  your recent vehicle issues and the subsequent denial of coverage. We understand
  the frustration caused by these unexpected expenses and would like to address
  your concerns in detail.
  Upon reviewing the details provided by your repair facility,
  it's evident that the failure your vehicle experienced was related to the
  timing belt tensioner, which subsequently led to further damage, including a
  broken timing belt and engine failure. Our team thoroughly investigated your
  warranty coverage under the A+ itemized coverage contract you purchased.
  Regrettably, we must confirm that the timing belt tensioner
  is not listed for coverage within the terms of the A+ contract. The denial of
  the timing belt portion is in accordance with the contract's guidelines,
  specifically mentioned in the "what is not covered" section, line 5,
  which denotes that damage caused by non-covered parts is not eligible for
  coverage.
  Furthermore, even if the engine failure resulted from the
  tensioner failure, the claim would still be denied as per the same line 5, as
  it involves a covered part damaged by a non-covered part.
  We empathize with your disappointment and understand the
  importance of a comprehensive service contract, especially when unexpected
  issues arise. However, based on the terms outlined in the contract, the
  specific components that encountered issues fall outside the covered items.
  Regarding the concerns about the contract copy received
  without your signature, please be assured that our records reflect the contract
  terms agreed upon during the purchase. We'll gladly investigate any
  discrepancies or concerns you have regarding the contract to ensure accuracy
  and legitimacy.
  If you have any further questions or require additional
  information regarding the contract terms or the claims process, please don't
  hesitate to contact us directly. We remain committed to assisting you through
  this situation to the best of our ability.

• Initial Complaint

  Date:11/16/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The engine on my truck failed, my mechanic who diagnosed the problem told me that it was a failed oil pump due to age. Alpha warranty claims it's due to lack of lubrication their claim is based on that I only had one maintenance performed, I have had 4 done (see attached service record). I have maintained the vehicle with the dealer using the recommended schedule.
  
  Calls with the support staff have been unhelpful and frustrating and now they will not communicate with me.
  
  Claim details:
  *************************************************************** 
  
  I have attached my service records, contract and the conversation I attempted to have with them.

  

  Business Response

  Date: 11/21/2023

  Dear BBB,
  Thank you for providing us with the details regarding Mr.
  *****’s concerns and the attached documents. We've thoroughly reviewed the
  supplied service records, contract, and the conversation log shared with us.
  After conducting a comprehensive investigation into your claim, here's what
  we've found.
  Our research team carefully examined the maintenance records
  submitted during the claim process and the information highlighted in the BBB
  concern. Regrettably, these records indicate that no maintenance has been
  performed for the last 20,000 miles. Furthermore, there's a note of an oil leak
  since November 2022, and there's no evidence or proof indicating that this
  issue has been addressed or rectified.
  The internal condition and nature of the failure are
  consistent with a low oil level and inadequate maintenance, which falls outside
  the coverage scope outlined in Mr. *****’s service contract.
  We did note some discrepancies in the maintenance records.
  For instance, the oil change reminder sticker from Brent Brown indicates the
  next service due in April 2023 at 260,280 miles, which exceeds the current
  mileage of 250,027 on the vehicle, according to the shop's work order.
  Additionally, the mileages recorded in the maintenance documents indicate that
  services were performed at higher mileages than the vehicle currently has.
  We understand Mr. *****’s frustration with this situation
  and the impact it has had on his vehicle. However, based on the evidence and
  information gathered, the nature of the engine failure does not align with the
  covered criteria outlined in his service contract.
  Should Mr. ***** have any further questions or require
  additional clarification regarding our findings, we invite him to feel free to
  contact our team. 

  Customer Answer

  Date: 11/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The company needs to provide the work order and documentation submitted by the mechanic in order to verify the milage claims they have made.
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 11/22/2023

  Dear BBB, in response to Mr. *****’s request that Alpha Warranty
  provide the work order and documentation from the mechanic with the mileage
  claims, we submit the following:
  Customer: ***** *****
  Vehicle: 2013 FORD F-150
  Work Order: *******
  Date: August 16, 2022
  Advisor: 975 (Jaron M*******)
  Mileage: 250,167
  
  Customer: ***** *****
  Vehicle: 2013 FORD F-150
  Work Order: *******
  Date: November 22, 2022
  Advisor: 893 (Enrique S***)
  Mileage: 255,280

  Customer Answer

  Date: 12/07/2023

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

  Yes I disagree with their statement, I apologize for my late response due the reply from the business being sent just before a holiday.

  
  

  I want them to provide the documentation that contradicts the Dealerships service record, they provided entries from my documentation, not the documents they have to verify the claims that the dealership records are incorrect.

  
  

  They are boldly claiming I did not maintain the vehicle for the last 20,000 miles. But their claim is based on that the dealer records odometer readings being higher than the actual readings. I need their documentation on the current odometer reading, otherwise they have provided no evidence that this is the case.

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

  

  Business Response

  Date: 12/28/2023

  Dear Mr. *****,
  Thank you for providing your feedback regarding your recent
  claim denial. We understand your concerns and appreciate your patience in this
  matter.
  We carefully reviewed the records you provided and sincerely
  apologize for any confusion. We recognize the importance of addressing your
  inquiries thoroughly. Upon extensive investigation and examination of the
  provided Maintenance Records (MRs), CarFax data, and AllData, it's imperative
  to acknowledge the discrepancies observed in the odometer readings.
  Allow us to clarify the situation regarding your claim
  denial based on the maintenance records and their connection to the denial
  decision. Our detailed review of the provided maintenance history highlighted
  various instances:
  An initial As-Is Inspection & Alignment was recorded 80 days before the contract purchase date, indicating an odometer reading consistent with the sale odometer (235,001 Miles - Verified in CarFax).
  Following your vehicle purchase, subsequent service records such as Emissions Test and Oil Change & Multi-Point Inspections were documented, each showing varying odometer readings.
  Notably, the Oil Change & Multi-Point Inspections documented instances where oil leaks were noted by technicians. Furthermore, these inspections were carried out at intervals that occasionally exceeded the recommended service intervals in the owner's manual.
  Upon examining the service history and related data, we found discrepancies in the reported odometer readings. These inconsistencies present challenges in accurately assessing the vehicle's maintenance and service history, impacting our ability to verify the actual mileage and adherence to recommended service intervals.
  Our team understands your request for documentation that
  contradicts the dealership's service records. However, due to the
  aforementioned discrepancies and the absence of current odometer readings,
  we're encountering difficulties in reconciling these conflicting reports.
  We want to ensure a fair and accurate evaluation of your
  claim. To facilitate this, we urge you to provide the current odometer reading,
  which has not been furnished during the inspection processes or through
  self-inspection photos.
  We sincerely value your continued cooperation and hope to
  swiftly address your concerns. Please feel free to reach out to us directly to
  provide any additional information that could assist us in resolving this
  matter effectively.
  Thank you for your understanding and cooperation.
  

  Customer Answer

  Date: 01/04/2024

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

  I am awaiting an image of the odometer from the technician.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 01/04/2024

  Dear BBB, at this point, we have done everything we can to resolve this complaint and consider this matter closed.

• Initial Complaint

  Date:11/16/2023

  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 my 2016 Dodge Challenger Hellcat with ****** miles on April 1, 2023. I purchased an alpha warranty with the vehicle the day I purchased the vehicle sold to me by *******************************. On October 2, 2023. The vehicle had a transmission failure while merging on the freeway. The vehicle was taken to the Dodge repair facility on the first available date of 10/18/23 for diagnosing and repairs. I contacted Alpha warranty. They sent an investigator to determine what caused the damage and Alpha claims the damage was caused by racing due to a social media video with no mechanical proof of this false claim. This is a 2016 dodge challenger hellcat I put around **** miles on the vehicle. The determination of racing was due to a social media video with no proof of it being my vehicle and no mechanical proof of Alpha warrantys claim that the damages are caused by racing. The car has never been on a race track and is definitely not a race car. I received a phone call from Alpha warranty 11/16/23 claiming the car is a race car and will not approve the claim and are going to cancel my warranty. I spoke to the Dodge mechanics performing the diagnosis. They stated it was a malfunction with a faulty part of the transmission gear and theyre decision is a total scam. Alpha warranty insist that it was because of racing when it clearly wasnt because of racing, the clutch is in good condition all the oils are in good condition. The vehicle is maintained with very low miles. ***** is no proof that the vehicle in that video is my car plus that video was recorded on June 30 of 2023 and the damages occurred on October 2023. there is no mechanical proof of the vehicle being raced or abused. Its an internal transmission failure with the gears, not the clutch. the vehicle is a stock unmodified Hellcat how can they claim its a race car and cancel and deny my warranty when its a stock dodge SRT Hellcat vehicle. A stock car is not a race car. Alpha will deny your claim with no proof.

  

  Business Response

  Date: 11/21/2023

  Dear BBB,
  Thank you for providing us with the details regarding ************* concerns about the transmission failure in his 2016 Dodge Challenger Hellcat. We've thoroughly reviewed the information and evidence presented during the investigation into his claim.
  Upon an in-depth examination of the situation and the inspection conducted, it was noted that some exhaust modifications were present; however, they were considered eligible within the parameters of our coverage. Nevertheless, we observed several videos across various social media platforms showing ************** vehicle engaging in roll racing activities on highways and freeways. These activities, particularly the repeated roll racing,often result in intense stress on vehicle components, notably evident from the many deep hot spots on the pressure plate and flywheel.
  Due to the nature of roll racing and the consequential impact on the vehicle's transmission components, the extensive strain imposed on the mechanical elements appears to have contributed significantly to the transmission failure. The multiple occurrences of roll racing, evident from the videos, have caused concerns about the usage of ************** vehicle. This type of driving behavior, combined with the observed wear and tear on critical components, has led us to consider this vehicle as high risk.
  Regrettably, based on our findings and assessment of the situation, we must inform him that we are unable to continue the service contract coverage for ************** vehicle. As outlined in the terms of our contract, high-risk usage, such as aggressive racing activities, is outside the scope of coverage, leading us to make the decision to cancel his contract.
  We understand ************** frustration regarding this matter,particularly his assertion that the vehicle has not been subjected to racing or undue stress. However, the observed wear patterns and the numerous videos displaying racing activities were significant factors in our decision-making process.
  Should ************ require further clarification or have additional questions, we invite him to contact us directly. We appreciate your understanding in this matter.

• Initial Complaint

  Date:11/12/2023

  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 an AWS contract on 10/11/21 in MT with a truck I bought. My contract number is *************. In 5/2023 the check engine light went on. I made an appt to drop it off at a service center near my home in ND. My appt was made for 6/17/23. Two days later, the issue was found with the camshaft and lifters, and claim was started. I was told by Chevy that the final cost of the repairwas going to be over $5600. After weeks, AWS said to tear apart the engine so a goodpicture could be taken of the cam shaft & lifters, and they then said that they were authorizing the claim. Chevy started thework. It wasafter this that AWS told Chevy that they were only going to pay $3629.95, though, notthe $5600+, as the former would be the ‘avg’ cost for this repair in my area. Chevythen told me I would be responsible for the remaining ~$2,000. AWS’ adjusters did not even attempt to negotiate with Chevy. Indeed, had I known that an ‘authorized claim’ only means that AWS will pay what they choose- but that my $100 deductible (per my contract) may just be the tip of the iceberg in terms of what I owe- I would have called around for quotes once the problem was found on 6/19/23. Had I known I needed to get the best price, lest I be left with a huge bill, I wouldn’t have consented to a $5600+ repair. One month later, on 7/17/23, the repairs were finally done. I was able to negotiate Chevy down to $4805.61. I then had to charge the remaining $1175.66 to a credit card, which, minus my $100 deductible, was still $1075.66. I wrote to the AWS owner to ask that I be reimbursed the $1075.66. He did not call me back,but instead had an employee do so. She was very rude on the phone and would not listen to/address my concerns, despite me having sent them the receipt. I’d like to cancel my warranty (which is good till 10/11/24) and get what is left of it reimbursed to me. When I tried to do so through the purchasing dealership, they told me AWS had marked the file as “ineligible for a refund.”

  

  Business Response

  Date: 11/16/2023

  Dear BBB, we sincerely apologize for the inconvenience and
  frustration this customer has experienced regarding the recent claim filed with
  Alpha Warranty Services.
  After investigating the details of the claim, it has come to
  our attention that there were issues with the adjustment and authorization
  process for the repair of the camshaft and lifters in the vehicle. We
  acknowledge and regret any confusion or distress caused by the discrepancies
  between the estimated repair cost and the final payment authorized by Alpha
  Warranty Services.
  As part of our commitment to ensuring fair and efficient
  claims processing, we kindly request your assistance in providing us with the
  invoice and Proof of Payment (POP) related to the completed repair work. This
  will allow us to review the details thoroughly and, in accordance with the
  terms outlined in the customer’s contract, potentially reimburse her for the
  amount eligible for coverage under the agreement.
  We understand the significance of this matter and are
  dedicated to finding a resolution that aligns with the terms of the contract.
  Your cooperation in helping to provide the necessary documentation will greatly
  assist us in expediting the review process.
  Our Customer Service team will be reaching out to the
  customer to facilitate the submission of the required documentation and address
  any further concerns she may have. We assure you that our customers’
  satisfaction is of utmost importance to us, and we are committed to rectifying
  this situation as per the terms of the service contract agreement.
  Thank you for your patience and understanding.

  Customer Answer

  Date: 11/23/2023

  
  Complaint: ********
  
  I am rejecting this response because: AWS did not even read the full text of my BBB complaint. In their response here, they have said, “As part of our commitment to ensuring fair and efficient claims processing, we kindly request your assistance in providing us with the invoice and Proof of Payment (POP) related to the completed repair work. This will allow us to review the details thoroughly and, in accordance with the terms outlined in the customer’s contract, potentially reimburse her for the amount eligible for coverage under the agreement.” 
  
  While I did indeed send them the invoice and proof of payment a few days ago again, they had already TURNED DOWN my request for reimbursement on the repairs months ago. I first sent the proof of payment and the invoice and an extensive letter to the owner, in August, and that is when they had an employee call me and tell me “no.”

  The BBB complaint restated this, and then I said that I would like a refund on the 1/3 of time left on the purchase price of the $4000 contract. When I tried to do it myself after such a horrendous situation, AWS had told the selling dealership that I was “ineligible for a refund,” thus why I submitted this BBB complaint. 
  
  Ultimately, I would like my money back from either the first situation where AWS did NOT honor the contract (that stated I was responsible for a $100 deductible, and AWS would pay the rest of the repair cost, not just “what they choose to pay,”) OR from the cancelation of the policy that still has 12 months left on it. 
  
  Sincerely,
  
  ******* ******
  

  

  Business Response

  Date: 11/28/2023

  Dear BBB, we're sorry the Ms. ****** continues to be unhappy with the service from Alpha Warranty and her auto dealer. After extensive research and review of her service contract, it has been determined that Alpha Warranty has covered the service required under the terms of the contract she purchased. 

  Customer Answer

  Date: 11/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because, per the terms of my contract, I was only supposed to have to pay a $100 deductible for the covered repair. 
  

  Instead, AWS chose to only cover “part” of the repair cost, leaving me with over $1000 to pay out of pocket, DESPITE the contract stating I only needed to pay a $100 deductible. This was over $900 more than what the contract led be to believe I would have to pay for a covered repair.
  

  Due to this, ****I would like a refund of the remaining 1/3 of my contract.**** It does not expire until October 2024. When I tried to cancel it through the selling dealership, they told me AWS marked my file as “ineligible for a refund.” This is unethical, and I would like a refund of the 1/3 of the $4000 purchase price of the contract since I will no longer be doing business with AWS. 

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

  

  Business Response

  Date: 12/01/2023

  Dear Ms. ******,
  We appreciate you sharing your concerns regarding the
  reimbursement discrepancy and your request for a partial refund of your
  contract following the recent claim. We understand the frustration caused by
  the unexpected expenses incurred despite the perception that would only have a
  $100 deductible for covered repairs.
  Upon thorough review and considering the details provided,
  we empathize with the situation and the confusion regarding the payment towards
  the repair costs. Our investigation reveals that the claim was evaluated, and
  the reimbursement decision was made based on the contract terms and the
  information provided during the claims process.
  According to the terms outlined in the contract, the covered
  repair should have incurred only a $100 deductible. However, the reimbursement
  decision for the claim was made based on the received documentation and parts,
  totaling a reimbursable amount of $654.94 for the additional parts not
  initially informed to us.
  We recognize the importance of transparency and adherence to
  the contract terms in our dealings. As per our records, multiple Cancellation
  Quote Generate Requests have been initiated, indicating a calculated refund
  amount of $0.00 in accordance with the terms outlined in the contract.
  Considering the circumstances, we acknowledge the unexpected
  expenses you've encountered and are willing to offer reimbursement for the
  coverable parts that were not previously accounted for, amounting to $654.94.
  Regrettably, as per the contract terms and the prior
  cancellation quotes generated, the refund amount stands at zero. However, we
  are committed to providing fair resolution within the parameters of the
  contract terms, offering reimbursement for the additional parts that were not
  initially disclosed, as a gesture of goodwill.
  Your satisfaction is important to us, and we aim to address
  your concerns as transparently and fairly as possible. Should you wish to
  discuss this matter further or have any additional information to provide,
  please feel free to contact us directly.

  Customer Answer

  Date: 12/04/2023

  
  
  Complaint: ********
  
  
  Thank you for your response and your statement that you will be reimbursing me $654.94. I really appreciate it.

  I will be happy to “accept” your response here on BBB and close out the case; prior, though, please notify me through this platform, so it is on record, when this check will be mailed to me. My address is ** *** ***, South Heart, ND 58655.

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

  

  Business Response

  Date: 12/05/2023

  Dear Ms. ******, we appreciate your patience as we have worked through the details of your claim situation. At this time, all parties have received approval for the reimbursement and are in the process of issuing payment in the form of a check that will be sent to the PO Box you provided. We thank you for your business and hope you have a wonderful holiday season.

  Customer Answer

  Date: 12/06/2023

  
  
  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 to both you and AWS. I appreciate the help and the resolution.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a vehicle in August of 2023 and was sold an "A+ Unlimited warranty" with a 36 months and unlimited miles plan term. In November of 2023, less than three months later, the check engine light came on. Contacted Alpha and was told to use repair pal to find a repair shop that would handle the service(s). Repair pal confirmed the amount but the repair shop was never contacted. I had to reschedule the appt. for Monday 11/06/23. The repair shop sent me the work order the next day, which totaled $7,408.36. The repair shop said it took awhile but they were able to get a decision from Alpha Warranty which denied the claim completely. The repair shop needed to replace the following:Catalyst ASM (2x) and Gaskets (6x) = $4,588.42 Fuel Pump (1x) and O-Ring (1x) = $999.98 Heater Control Valve (1x), Hose ASM (1x), Rad Cap (2x), Antifreeze (3x) = $435.32 Flush Heater Core (1x) = $175 Door Actuator (1x) = $462.99 I contacted Alpha by phone on 11/09/23 and was told that even though the exhaust manifold is covered by the warranty, that the Catalyst was not because they classified that as emissions (A1) of the warranty).Fuel Pump (A7) is covered by the warranty and specifically says so as the first item under the "Fuel" section. They did not give me a reason why they denied this part of the claim.Heater Control Valve (A3) is not covered because they don't cover sensors even though under section A6 "Electrical", it specifically crankshaft position "Sensors" and knock "Sensors". **************** says to what is not covered section. There are not parts listed in this section, just "scenarios".We didn't even get into the actuator for the door that won't open. We asked for a refund and to cancel this scam warranty. Was basically told, jump through hoops and 6-8 weeks we will prorate, take $50 from you and give the rest. They wouldn't tell me how much and then added a mileage clause into as the reason why. These guys are scammers. Stay away!

  

  Business Response

  Date: 11/16/2023

  Dear BBB, we regret the inconvenience ******************** encountered concerning the recent issue with his vehicle and the challenges experienced in resolving the related claim under his A+ ***************** Contract.
  Following a thorough review of his claim and in-depth examination of the covered components specified in the *************** Contract (VSC), we understand his disappointment regarding the denial of certain repair items.
  Regrettably, as per the terms outlined in the contract, some of the specific parts mentioned in the repair estimate are not eligible for coverage under the A+ Unlimited VSC. While we acknowledge the frustration this may cause, it's important to note that certain components, including the catalyst assembly and heater control valve, fall outside the scope of coverage outlined in the terms of the contract.
  Regarding the fuel pump, although it is a covered item, the claim submitted did not indicate a covered failure concerning the fuel pump.Our claims assessment did not identify a qualifying issue that would allow for coverage per the terms of the agreement.
  We genuinely apologize for any confusion or misunderstanding regarding the coverage details in the contract. We understand the customers concerns and have taken note of his feedback concerning the specific components and their eligibility under the service contract.
  We sincerely value Mr. ********* feedback and strive to enhance our service offerings to meet customer expectations. We regret that we couldn't meet his satisfaction on this occasion.
  For further clarification or assistance, please don't hesitate to contact our **************** team. We are committed to providing assistance and addressing any additional concerns our customers may have.
  Thank you for your understanding.

• Initial Complaint

  Date:11/06/2023

  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 brought my car in may of this year and purchased the vehicle with a warranty from Apple warranty company months after having the vehicle I started having issues so I brought the vehicle in to Bobbie’s and Steve’s at that point in September. I was advised that the engine was having issues I contacted Apple warranty they sent an inspector out to the facility and I am out of a vehicle and a lot of money for renting a vehicle and on top of that I’m still paying a car note I am seeking for Apple warranty to provide me with a new engine as the engine in this vehicle is no longer good. I have reached out multiple times to Apple warranty and have not had any resolution with this issue, they have ask for several pictures several times, and still no resolution.

  

  Business Response

  Date: 11/07/2023

  Dear BBB, the claim we have for Ms. **** is
  still open and is waiting for her repair facility to send in pictures of the vehicle’s
  camshaft. Since this is still a current claim, we can only provide an update of
  the situation as it currently stands. After Ms. **** took her vehicle into her chosen
  repair facility, the mechanic requested that her engine be replaced. Before
  Alpha Warranty Services can authorize the replacement of an engine, there needs
  to be clear evidence of the failure that caused the extensive damage that would
  require an engine replacement. This evidence needs to be in the form of clear pictures
  of the point of failure to ensure that it is covered under the terms of the
  contract. The claim has been waiting for several weeks for the repair facility
  to provide these detailed photos. After several requests and several rounds of
  pictures, our claims team is still not satisfied that the photos that the
  repair facility has submitted match the request. At this time, Alpha Warranty
  has been working to secure the right photos needed to show the failure so that
  an accurate determination can be made. We sincerely apologize that this has
  taken as long as it has, and we’ll continue working to secure the photos needed
  to make a proper evaluation of Ms. ****’s vehicle to determine if coverage is
  available.