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:10/24/2023

  Type:Customer Service 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 December 7, 2019, I purchased a car warranty for my 2016 Ford Fusion. I needed some repair work completed. I took my car to the dealership on September 28, 2023. Substantial covered work was required. I submitted the claim to Alpha Warranty on September 29. Alpha Warranty brought in three different adjustors to review the claim, taking almost a month. Then, they only covered one third of the claim. They did not deny the claim, they simply refused to pay the full amount on each service. Now, I am paying over $2,000 to get work done that Alpha Warranty agrees are covered under their contract.

  

  Business Response

  Date: 10/26/2023

  Dear BBB, we wanted to address the concerns you've raised in
  the complaint from Mr. ***** and provide some insights into his claims
  experience with Alpha Warranty Services. His first claim was paid in the amount
  of $255.18, while his second one was authorized in the amount of $1,425.97. We
  strive to provide coverage for a wide range of components and conditions, and
  our claims team evaluates each case based on the terms and conditions outlined
  in the Vehicle Service Contract (VSC). It's important to note that VSCs have
  specific terms and conditions, including certain items listed under the
  "What is not covered" section. These limitations are crucial to
  ensure the sustainability and affordability of the program while maintaining
  transparency regarding covered and non-covered components. We understand that
  these limitations can sometimes lead to unexpected costs for the customer, and
  we apologize for any inconvenience this may have caused. Regarding the cost
  difference in his claim authorization, we have noted his concern about the
  labor hours charged by the Repair Facility (RF). We acknowledge the significant
  difference between the RF's request of 7.6 hours for a covered component and
  the 1.1 hours listed in the industry standard ALLDATA labor guide. We take such
  discrepancies seriously and have initiated a review of this specific claim to
  ensure that you receive a fair and accurate estimate for the covered repair. We
  apologize for any delay or inconvenience Mr. ***** experienced during the
  claims review process, as well as the unexpected cost difference. Our aim is to
  provide our customers with efficient and fair claims resolutions while
  upholding the integrity of our program. If Mr. ***** has any further questions
  or concerns regarding his claims or the resolution process, he is free to call.

• Initial Complaint

  Date:10/19/2023

  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.

  Had a issue with my car and Alpha Warranty approved the claim. The mechanic submitted payment and forged my name on the invoice. I reached out to the warranty company and they refuse to follow up. They are on the mechanic side, but I am the customer I have proof that I did not sign the document and don't even have possession of the auto.

  

  Business Response

  Date: 10/24/2023

  Dear BBB,
  We want to address these concerns regarding this customer’s
  recent experience with their repair facility and Alpha Warranty Services, as
  you've brought to our attention via the BBB.
  Upon investigating the matter, we have taken the following
  actions:
  
  Claim Approval: The limit of liability on this
  customer’s service contract with Alpha Warranty Services is $5,000. Since the
  cost of the repair was $7,200, the customer’s responsibility is $2,700.
  Forgery Allegation: We take forgery allegations very
  seriously, and we immediately initiated an investigation into the claim of the
  customer’s signature being forged on the invoice. The integrity of the Alpha
  Warranty process is not in question, so we have contacted the repair facility.
  
  Communication with the Repair Facility: We have
  contacted the repair facility to understand their side of the situation and to
  address any concerns or discrepancies related to the repair. From our
  conversation with them, we understand that the repair has been completed and
  the vehicle is ready. However, according to the repair facility representative,
  the customer was upset that Alpha Warranty can only pay the limit of liability
  on the service contract, so they told the repair shop to “keep the car.”
  
  Customer's Responsibility: As mentioned, there is a
  difference of $2,700 between the repair cost and the coverage provided by Alpha
  Warranty Services. It is important to clarify that this amount is the customer’s
  responsibility as outlined in the customer’s vehicle service contract.
  
  Alpha Warranty Services remains dedicated to providing our
  customers with the best service possible.

• Initial Complaint

  Date:10/11/2023

  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.

  Alpha warranty services are trash. I had a torque converter failure well within the timeframe and mileage of my contract. Took my truck to a dealership to diagnose and after getting the quote from the dealership, Alpha denied over $700 in new seals, fluids, filters of NEEDED parts to properly repair the transmission. This is very sketchy practice! If you replace an engine, do you put used oil back in it??? Either this company does not understand proper repair techniques, or they are just out to cash in. Please get companies like this out of business, they are predatory!

  

  Business Response

  Date: 10/12/2023

  Dear BBB, we appreciate the opportunity to address Mr. *****’
  concerns.

  First and foremost, we would like to clarify that the
  contract he purchased, Budgetcare Gas Powertrain+ (Day One), is specific in its
  coverage. The contract explicitly outlines the items and components that are
  covered, providing clear guidance on the extent of the coverage.

  We understand his frustration regarding the denied items,
  such as seals, fluid, clamps, hoses, etc., which were requested by the repair
  facility. We want to emphasize that while these items may be necessary for the
  repair, they are not covered by the contract Mr. ***** purchased. The coverage
  is limited to the items explicitly listed on his contract, and it does not
  include those specific components.

  We want to reassure you that we did provide coverage for the
  Converter and the labor required for the repair. These are items that were
  listed on the service contract and, as such, are considered coverable items.
  The total payout on his claim was $2,181.40, which included the covered
  components, minus the $100 deductible.
  It's crucial to us that Mr. ***** fully understands the
  terms and conditions of his contract, and we acknowledge that the limitations
  can sometimes be frustrating. We value our customers’ feedback and will
  continue to work on improving our communication to ensure that our customers
  are well-informed about their contract coverage.

  If he has any further questions or requires additional
  information regarding his claim, we invite him to contact our Claims Department
  on ###-###-####. We are committed to providing assistance and clarification as
  needed.

• Initial Complaint

  Date:10/10/2023

  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 bough my car 30 days and paid extra $3500 for warranty thats suppose to cover everything in my truck bumper to bumper. Check engine light came on so we took it to service center and total repairs came to 2081 and suddenly they call to tell us that repairs and parts needed are not covered and they can only pay $900 of the total and we have been misinformed they dont cover the truvk bumper to bumper thats a scam and I am requesting my repairs to be covered AS THEY SHOULD BE

  

  Business Response

  Date: 10/12/2023

  Dear BBB, we appreciate the opportunity to address Mr. ****’s
  concerns.

  We were pleased to offer coverage for the thermostat repair,
  which amounted to $924.47 and are committed to providing prompt and effective
  assistance to our customers when their claims fall within the scope of their
  service contracts.

  However, the coolant temperature sensor and the Camshaft
  sensor are simply not covered by the vehicle service contract Mr. **** purchased.
  We understand that this can be disappointing, especially
  when unexpected repairs are needed.

  If Mr. **** has any questions or requires further clarification
  regarding his contract’s terms and conditions, we invite him to reach out to
  our Customer Service team at ###-###-#### and we’ll do our best to assist him
  with his questions.

• Initial Complaint

  Date:09/26/2023

  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.

  Today, 9-26-23, I had safelite autoglass repair out to repair/replace my damaged windshield. This is clearly covered under the warranty. Safelite told me that they could no longer do the repair because Alpha Warranties have defaulted on payments.

  

  Business Response

  Date: 10/09/2023

  Dear BBB, we apologize for the delay in responding to this complaint. Our Claims team is looking into this and has contacted Safelite about this concern.

• Initial Complaint

  Date:09/07/2023

  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 purchased an extended warranty with my 2017 Dodge Ram and they are refusing to approve payment for a claim to cover my turbocharger that is displaying an “internal failure” code. They first denied stating it was the wiring harness that caused the failure, the technician denied this and said that’s not true. Second time I called they stated the waistgate is not covered under the plan, my technician states it is an internal failure of the turbo, that is it. Each time I speak to someone they change the reasoning for denial when my A+ plan clearly stated my turbo is covered.

  

  Business Response

  Date: 09/07/2023

  Dear BBB, we’re sorry Mr. ****** is unhappy with the
  coverage of his Alpha Warranty service contract. From the claim information
  received from the customer’s repair facility, we understand that the problem
  with his vehicle is with the “wastegate” on the turbocharger. According to his service
  contract, only internally lubricated parts are eligible for coverage. Since a
  turbocharger wastegate regulates boost pressure and is considered a separate
  part and is not an internally lubricated part, it is not eligible for coverage. In his complaint, Mr. ****** states that
  the turbocharger has an internal failure, which could be eligible for coverage. In order to proceed with this claim, Alpha Warranty’s claim team will need to receive documentation from the repair
  facility showing the turbocharger failure before we can consider coverage. 

  Customer Answer

  Date: 09/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was sent the documentation that the service department also sent Alpha Warranty. Please see the below diagnosis as sent to me directly from the service technician. 
  

  (K137) CONTROL CIRCUIT FOR AN OPEN/HIGH RESISTANCE. DISCONNECT THE PCM CONNECTOR AND MEASURE THE RESISTANCE OF THE K137 CIRCUIT BETWEEN THE CONNECTORS READING 0.3 OHMS ALSO LOAD TEST CIRCUIT ASWELL LIGHT SHINES BRIGHTLY FOR 10 SECONDS.  INTERNAL FAILURE TO TURBO CHARGER
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 09/12/2023

  Dear BBB, thank you for passing along Mr. ******'s response. After a careful consultation with the Alpha Warranty mechanics, his response still doesn’t tell us that an internally lubricated
  part of the turbocharger has failed. This is the standard required for coverage consideration per his service contract. In order for Alpha Warranty to consider coverage on this failure, we would need to see propeller shaft play,
  bearing failure, or an internal seal failure. Unfortunately, anything else would still be denied as it would be considered failed due to
  other reasons. 

  Customer Answer

  Date: 09/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they just stated if an internal failure to the turbocharger, which is a part covered in my warranty could be provided, the claim “could” be covered. I copy and pasted the diagnosis given to me. If it says “internal failure of turbocharger” and the turbocharger is covered, why does it matter what part internally is failing? Any reasonable person can see Alpha Warranty is just finding any reason to deny coverage of the claim. I would like to officially request a full refund of the warranty I purchased in order to help cover the cost of a part listed as covered in my A+ warranty package. Thank you. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:08/16/2023

  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.

  Alpha Warranty Services *** sells policys that they do not honor, 100% no deductible policy with rantal car at no fee, a covered person has to fight and argue for every step, and they add payments and charges to a no deductible insurance warranty, wearable items not covered, but when an item is wrecked from a covered item failing it is not covered, for example an alignment is not covered but when the vehicle has front end parts replaced an alignment is now needed to be able to drive, not from use, but from new parts being installed, not covered, a seal wrecked from covered part breaking, not covered but will void warranty if not fixed, but wrecked from covered failed part?

  

  Business Response

  Date: 08/17/2023

  Dear BBB, we're sorry this customer has been dissatisfied with the coverage he has received on the vehicle. Alpha Warranty has authorized the coverage of $1,100 for other parts that fall under the service contract agreement. Additionally, the customer's ********************** facility requested to replace the vehicle's lower control Arm, the upper control arm, and requested an alignment. As per the service contract, the alignment is excluded from coverage. The repair facility shows that the point of failure for the lower control arm is a split protective boot, which excludes this repair from coverage under the contract. Be aware of pages 3 and 4 of the service contract, under the heading What is not Covered, lines 13 and **************************************************************************************** split protective boots, are excluded from coverage. 

• Initial Complaint

  Date:08/04/2023

  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 5/5/23 purchased Alpha Warranty Services. Contract number VSC1000148227 in the amount of $2542.00 for warranty services for 2015 ***** V60 T5, VIN *****************. On 7/27/2023 at 5:13 am EST, I sent an email to Alpha requesting to cancel the warranty and be reimbursed for the unused portion of warranty. First, they responded by saying that they could not find me in the system. Then, after another email they state that they found me in the system but were unable to honor my request because the request needed to come from the auto dealer. I reached out to the auto dealer but apparently, they did fulfill the request requirements as per Alpha Warranty. Finally, Alpha Warranty agreed to allow me to request the reimbursement but apparently the funds go to the dealer. Also, when I electronically signed the request, I was told it would take ten days. Now, Alpha Warranty says it may take over 30 days and the funds go to the automobile dealer. I am requesting that my reimbursement be sent directly to me as I own the vehicle outright. I paid cash for the vehicle, there is no lienholder involved. I also paid for the warranty in full (not the dealer). There is no financing involved here. I hold the title free and clear and I am requesting a reimbursement of the warranty services within 14 days of this request. I think that is reasonable. And I am requesting that it comes directly to me, not the dealership where I purchased the vehicle.

  

  Business Response

  Date: 08/04/2023

  Dear BBB, thank you for passing this customer's complaint to us. We understand her frustration and apologize for the back and forth with the dealer. As she noted, the service contract was purchased on May 5. Alpha Warranty received the funds from her dealer on July 25th. Alpha Warranty received the cancellation request on August 2nd at 8:48 am. The standard turn around for refunding canceled service contract is ***** business days, which means the customer should receive her refund between the 17th to the 22nd of August. 

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20422438
  
  I am rejecting this response because:
  

  Alpha Warranty initially stated that my refund would be issued to the dealer I purchased the car from. I would also like to see in writing where they state that they have now decided to issue my refund to me instead of the dealer. 

  
  **********************************************

  

  Business Response

  Date: 08/10/2023

  Dear BBB, we apologize for the confusion with ****************' claim refund. According to policy, once Alpha Warranty receives the signed cancellation request, we send the refund amount to the dealer. The dealer receives Alpha Warranty's cancellation notice and the refund amount and issues the final refund to the customer. This process from ***************************************** usually takes ***** business days, which means the dealer should receive everything needed from Alpha Warranty by the 17th to the 22nd of August. After that, it is in the dealer's hands. We hope this helps.

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20422438
  
  I am rejecting this response because:

  I paid for this warranty and not the dealer. I am tired of being lied to by this company and I am requesting a prompt refund, not to the dealer, but to myself because i paid for this warranty. The dealer ignored requests to comply with the cancellation of the policy. I have little faith that my refund will be sent to me by the dealer. 
  
  **********************************************

  

  Business Response

  Date: 08/11/2023

  Dear BBB, we're very sorry **************** remains unhappy with the status of her contract refund. Alpha Warranty's standard, written policy is to remit what is due the customer at cancellation and rely on the selling dealer to complete the process. At this time, there is nothing more we can do other than wait for the selling dealer to contact **************** with her refund. 

• Initial Complaint

  Date:07/17/2023

  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 vehicle has an after market warranty with Alpha warranty. I have full coverage on the drive train, engine etc. My vehicle suffered a malfunction on 7.5.23 which caused an error code on the vehicle and was no longer driveable. I contacted a tow to have it towed to nearest vehicle repair facility and subsequently initiated a claim with Alpha Warranty same day. It is 7.17.23 and I have not heard anything from Alpha. The repair facility is also currently waiting with no response. I have had 0 communication from Alpha warranty to let me know what the status is. I've tried calling in numerous times and I only receive "It's under review" and when I ask for a number to speak with a supervisor or the person in charge or my claim, I am told "it is being escalated" - We've received 1 call back from a customer service advocate who tried to inform us she was "going to push it through" but that was last Thursday, July 13th 2023. I have not heard anything as of today, July 17th their is still no updates. Tried calling the customer service number again and told that it's still "under review" in the meantime, we have no car to get to work.

  

  Business Response

  Date: 07/28/2023

  Dear BBB, after some additional work with the customer's ********************** facility, the customer's claim was authorized for payment on July 19, 2023. Alpha Warranty considers this matter now closed to the customer's satisfaction. Thank you.

• Initial Complaint

  Date:07/14/2023

  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.

  Total rip off. Charge **** to **** dollars for warranty and have parts specifications to where they really don't cover anything. Got this warranty and only thing they would cover is one cv axle even though both needed replaced 2 years ago and now warranty is almost up and need a brake job done and they won't cover it cause they only cover brake calipers and piston cylinder. Only have **** more miles on warranty or tell February of **** and they only have paid $300 out of the $**** to $**** that I've paid, can't remember exactly what I paid but now it was around that since I was making payments for the first 2 years.

  

  Business Response

  Date: 07/18/2023

  Dear BBB, were sorry that Mr. ******** vehicle needs repairs that simply arent covered under the terms of the service contract he purchased.Todays vehicles are complex machines with thousands of moving parts. Our service contracts are designed to cover those repairs on parts that are most likely to need repairs. Since customers use their vehicles in a myriad of different ways, our products are designed to protect the vehicle up to a point. In this case, the repairs needed by Mr. ******** vehicle simply fell outside what was listed for coverage. As he alluded in his entry, Alpha Warranty is happy to have been able to provide coverage for a part that needed repair as it fell under the coverage listed in his service contract.