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:07/16/2025

  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 this Alpha warranty through the dealership that sold me a Dodge Charger, car has less than 40,000 miles, for $4,000. It is a 6 year 60,000-mile powertrain warranty. Had car for 2 months and the oil line to the oil cooler burst and all the oil ran out of the engine in my driveway. i had car towed to a shop and paid for the replacement of the oil line, $490.00. Shop test drove vehicle and released it to us. By the time I got home which is only 4 miles away, I started to hear a knock. I parked the car and had it towed to the Dodge dealership here in town. They determined that the bearings had been worn due to the oil line. The dealership said I would need to have the engine replaced. I called Alpha warranty and started the claim. I was notified that the engine would need to be broke down so that an adjuster could look at it from Alpha, which would cost me over a $1,000 if warranty did not cover. I knew what had happened and felt confident that my engine would be replaced because there was no human error or at fault for the damage and agreed to this. Well I was denied because of lack of lubrication, well I knew the oil had ran out when the oil line burst and this is what caused the problem. Again no human error. Alpha said that hoses were not covered in the warranty, I paid for the hose, was not claiming anything for a hose. But since the hose caused the problem and was not covered they will not pay for engine replacement. How can a company that does business like this even exist, they sale you a piece of paper for $4000 thats not worth wiping your butt with. An oil line burst, the oil ran out and the engine was damaged. What could any person have done to prevent this, that is why we buy warranties. The owners of this business should be put in jail for stealing and fraud. I have hired an attorney and will fight this all the way.

  

  Business Response

  Date: 07/17/2025

  Dear Mr. *****,
  We understand your frustration and appreciate the opportunity to clarify the basis of your claim denial.
  Your warranty claim was carefully reviewed and denied in accordance with the terms of your contract. The engine damage was determined to be the result of a loss of lubrication caused by a failed oil line—a non-covered component. As outlined in your contract, damage resulting from the failure of a non-covered part, as well as damage due to improper fluid quantity or quality, is specifically excluded from coverage.
  We want to be clear: the denial was not based on human error, but on clear contractual exclusions that apply regardless of fault. Our adjuster followed standard procedure, including a professional inspection and documentation of findings, before making the decision.
  While we regret that this situation occurred so soon after your purchase, the warranty coverage is limited to the terms you agreed to at the time of sale. If you are dissatisfied with the coverage, you may choose to cancel your contract through the selling dealership for a prorated refund.
  Sincerely,
  Alpha Warranty Services

  Customer Answer

  Date: 07/18/2025

  
  
  Complaint: 23610312
  
  
  
  I am rejecting this response because: I feel it is my duty to make sure that this company stops ripping hardworking consumers off by selling a contract for $4000 plus that is not worth the paper it is written on. The fine print in this contract is made to protect Alpha from having to pay for any engine replacement. They even admit that this is what they do. Here is a response they gave me and this is copied directly from their response "We want to be clear: the denial was not based on human error, but on clear contractual exclusions that apply regardless of fault". They tell you that their contract is worded so no matter what happens or whose fault it is, they are not responsible. Everyone who has bought this and is willing to join in a class action law suit to shut this company down, should contact me. I have a lawyer working on it now.
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:07/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sold this contract when I bought my used car. I wasn’t offered any other options. I have had my car in the shop four times now for around 4k in repairs and not one time was anything covered. I understand that “regular wear items “ not covered, but leaking seals? My turbo needs replaced and they don’t cover that either. I asked for a refund and was denied. Told me to basically take it up with my place I bought it from. And even then IF my seller did offer a refund they would be taking 45 days to handle it and they would be charging me to cancel though they cover none of my needed repairs that I had nothing to do with other than drive my car. They don’t seem to answer the phone either.

  

  Business Response

  Date: 07/07/2025

  Dear Mr. ******,
  Thank you for reaching out and sharing your concerns. We understand how frustrating it can be to deal with vehicle repairs, especially when you believe they should be covered under your service contract. We appreciate the opportunity to clarify.
  We reviewed your contract and the related claim (**********). The repair items submitted for coverage—including the turbocharger, front main seal, and ignition coils and spark plugs—are not listed as covered components under the protection plan selected at the time of purchase. Specifically:
  The turbocharger and front main seal are not listed under your contract's stated coverage.
  The spark plugs and related ignition components are specifically excluded under the “What Is Not Covered” section, line 15: “Fuel system cleaning, spark plugs and wires…”
  We understand this may be disappointing, especially after multiple repair visits. Please know our coverage decisions are based solely on the terms of your specific contract, which we are obligated to follow.
  Regarding your cancellation request: cancellations are processed through the seller of the contract (typically the dealership), and refund timelines and any applicable fees are determined by them. We recognize this process may feel inconvenient, but we’re happy to help provide documentation or support if needed to help facilitate your request.
  We’re here to help however we can. If you’d like to review your contract coverage in more detail or need assistance contacting the selling dealer, please don’t hesitate to reach out.

• Initial Complaint

  Date:06/30/2025

  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.

  On April14, 2025 I received a letter from Oakes Kia and a warranty company called Alpha Warranty Services. The warranty on my Kia is expiring in July. I paid $219 down and have paid 2 payments of $172 for a 6 year extended warranty. The payments go on for 2 years for a total of $4100. I thought this was through Oakes Kia. The letter they sent me ended with "on behalf of Oakes Kia, we truly thank you for your business" . I sent a cancellation request to Alpha to cancel the contract I have and they told me I have to do that through the dealership, which does not work with this business! They sent me the following phone number to call for support: *************** which takes me to APC warranty business and that it is NOT accredited with BBB.

  

  Business Response

  Date: 07/07/2025

  Dear Ms. ******,
  Thank you for bringing your concerns to our attention. We understand how confusing and frustrating this experience has been and appreciate the chance to clarify the situation and assist you.
  While your service contract (*************) is administered by Alpha Warranty Services, it was purchased and financed through a third-party partner, APC/Paylink, which handles the billing and cancellation process for your specific contract.
  You’ve correctly noted that our team directed you to contact APC at **************. We understand this may have caused concern, especially if APC is not currently accredited by the BBB. However, they are the designated administrator for cancellations and refund processing for this agreement, and contacting them is the appropriate next step.
  That said, we are happy to assist in any way we can to ensure your cancellation request is processed smoothly. If you need further support or experience continued issues with APC, please feel free to contact us directly and we’ll do our best to help facilitate a resolution.

• Initial Complaint

  Date:06/27/2025

  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 warranty from a finance manager at the ***** ****** BMW dealership who stated I am covered from A-Z. I paid an additional $500 to cover and issues related to headlights. I have returned to the dealership 5 times for the same issue that was never fixed by them. They recommended to replace the headlight as it's the most expensive part they could offer to earn money from the warranty company. They replaced it successfully but the fault message persisted. I followed up with the dealership but they stopped responding, important to mention their manager was hostile towards me too. I went to a closer BMW dealership and they performed the diagnosis and reached out to Alpha Warranty only to receive a denial, which stated that electrical fault messages weren't covered. This message was 100% related to the initial issue of the headlight. I mentioned this to the claims advisor at Alpha and they are adamant that it's not their responsibility despite it being clearly stated in the contract. These people are dishonest and fraudulent, also have a 1.4 star rating on Yelp with hundreds of people claiming the same thing as me. I am seeking a full refund, nothing was fixed despite 6 visits at this point.

  

  Business Response

  Date: 07/07/2025

  Dear Mr. ******,
  Thank you for reaching out. We understand how frustrating this experience has been and appreciate the opportunity to clarify the situation.
  Your Intellicare Premier contract with the Lighting Option covered the headlight replacement and related programming authorized in April under claim **********. That repair was completed at the selling dealership and included all necessary programming.
  The recent claim (**********) submitted by a different BMW dealership was for additional reprogramming. Because programming is only covered when part of a new covered repair—and this programming relates to the prior repair already paid for—it was not eligible under the contract. Additionally, repairs are covered by a 12-month/12,000-mile workmanship warranty, so the original dealership should readdress any remaining concerns at no cost.
  We understand you’ve had a difficult experience with the original dealer. We're happy to help facilitate communication with them to ensure a more productive resolution.
  If you have any questions or would like further assistance, please contact our team directly.

• Initial Complaint

  Date:05/07/2025

  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.

  Improper Claim Denial
  I am submitting this complaint regarding a wrongful denial by Alpha Warranty Services under my service contract for a '18 Ford F-150.
  On April 14, 25, I filed a claim for engine failure. My repair facility diagnosed a bottom-end mechanical failure in cylinder 2, confirmed by compression & leak-down testing. The failure involved internally lubricated components, which are explicitly covered under my plan. Alpha Warranty has denied my claim on the basis of alleged “lack of maintenance,” citing: A single instance of going approximately 12,000 miles between oil changes (recommended interval is 10,000). Notes from routine service records indicating the engine oil was sometimes low when brought in for service. While I acknowledge there was one interval that slightly exceeded recommendations, my overall maintenance history is strong, & I have provided documentation to support this. There is no mechanical evidence presented by Alpha Warranty that links this one interval to the specific mechanical failure in question. My mechanic found no signs of sludge, overheating, or oil starvation during diagnosis. Adding oil did not resolve the issue, indicating a mechanical failure unrelated to lubrication neglect. The failure was isolated to one cylinder, inconsistent with widespread neglect or catastrophic failure due to oil loss. Alpha Warranty has offered no technical documentation to support the claim that the failure was caused by poor maintenance only an assumption based on oil change timing & low oil comments from past shop notes.
  Under Wyoming’s consumer protection amendments to service contracts, denials must be based on a substantial breach or clear evidence of causation between maintenance neglect & failure. Alpha Warranty’s denial appears to be based on assumption & constitutes bad-faith claims handling.

  

  Business Response

  Date: 05/08/2025

  Dear Better Business Bureau and Ms. ******,
  Thank you for the opportunity to respond to Ms. ***** ******' complaint regarding the denial of her claim filed on April 14, 2025, under her A+ Vehicle Service Contract (*************) for her 2018 Ford F-150.
  We understand Ms. ******' frustration and respect her right to seek clarity regarding her claim. Our goal is always to evaluate every claim fairly and in full accordance with the terms and conditions of the contract.
  Claim Background:
  Ms. ****** submitted a claim for engine failure, diagnosed by her repair facility as a bottom-end mechanical failure in cylinder 2. While this type of component is typically covered under her A+ contract, coverage is contingent upon proper vehicle maintenance and the contract holder’s compliance with all outlined obligations.
  Upon review of the maintenance records and vehicle history provided, our Claims Team identified the following key findings:
  The first set of maintenance records submitted showed a mileage gap of approximately 34,000 miles (from 88,000 to 122,000 miles) without documented oil service.
  After follow-up, an additional record at 99,000 miles was submitted, reducing the gap to 11,000 miles—but still exceeding the manufacturer’s recommended interval of 10,000 miles.
  Multiple maintenance reports (MRs) indicated the engine was critically low on oil:
  At 117,000 miles, the repair facility noted low oil and performed a top-off.
  At 122,000 miles and again at 138,000 miles, oil was reported as not registering on the dipstick.
  At 133,000 miles, oil was once again noted to be low.
  The failure was reported at 147,000 miles, after the vehicle had experienced repeated oil-level issues for over 30,000 miles.
  Contractual Review:
  Under the terms of Ms. ******’ service contract, coverage is conditional upon the vehicle being properly maintained according to the manufacturer’s specifications. This includes:
  “In order for this CONTRACT to remain in force, and to avoid denial of a CLAIM because of improper maintenance, YOU are required to follow the VEHICLE manufacturer’s required maintenance schedule.”
  Additionally, the contract includes the following limitations:
  “Repairs required due to lack of proper and responsible maintenance, improper towing, failure to protect the VEHICLE or continued operation of an impaired VEHICLE that shows signs of a clear mechanical problem” (Exclusion #8), and
  “Repairs required due to... improper quantity or quality of fluids... including loss of engine oil.” (Exclusion #9)
  Despite warning signs of low or missing oil, the vehicle continued to be driven without repair for tens of thousands of miles. While we appreciate Ms. ******’ assertion that the failure was isolated and not caused by oil starvation, the repeated documentation of critically low oil—along with continued vehicle operation—supports our conclusion that proper maintenance and vehicle protection requirements were not met.
  Conclusion:
  While we empathize with Ms. ******’ situation and understand that mechanical failures are often frustrating and unexpected, Alpha Warranty Services must make claim determinations based on both the technical facts presented and the specific terms of the contract. Based on the documented lack of oil over multiple service intervals and the extended mileage gaps between oil changes, the claim was denied due to a failure to properly maintain and protect the vehicle, as required.
  We respectfully maintain our denial of the claim as consistent with the contract provisions and do not find sufficient evidence to override the decision.
  We thank Ms. ****** for her business and regret that we are unable to provide a different outcome in this case.
  Sincerely,
  Claims Management Team
  Alpha Warranty Services

  

  Business Response

  Date: 05/08/2025

  Dear Better Business Bureau and Ms. ******,
  Thank you for the opportunity to respond to Ms. ***** ******' complaint regarding the denial of her claim filed on April 14, 2025, under her A+ Vehicle Service Contract (*************) for her 2018 Ford F-150.
  We understand Ms. ******' frustration and respect her right to seek clarity regarding her claim. Our goal is always to evaluate every claim fairly and in full accordance with the terms and conditions of the contract.
  Claim Background:
  Ms. ****** submitted a claim for engine failure, diagnosed by her repair facility as a bottom-end mechanical failure in cylinder 2. While this type of component is typically covered under her A+ contract, coverage is contingent upon proper vehicle maintenance and the contract holder’s compliance with all outlined obligations.
  Upon review of the maintenance records and vehicle history provided, our Claims Team identified the following key findings:
  The first set of maintenance records submitted showed a mileage gap of approximately 34,000 miles (from 88,000 to 122,000 miles) without documented oil service.
  After follow-up, an additional record at 99,000 miles was submitted, reducing the gap to 11,000 miles—but still exceeding the manufacturer’s recommended interval of 10,000 miles.
  Multiple maintenance reports (MRs) indicated the engine was critically low on oil:
  At 117,000 miles, the repair facility noted low oil and performed a top-off.
  At 122,000 miles and again at 138,000 miles, oil was reported as not registering on the dipstick.
  At 133,000 miles, oil was once again noted to be low.
  The failure was reported at 147,000 miles, after the vehicle had experienced repeated oil-level issues for over 30,000 miles.
  Contractual Review:
  Under the terms of Ms. ******’ service contract, coverage is conditional upon the vehicle being properly maintained according to the manufacturer’s specifications. This includes:
  “In order for this CONTRACT to remain in force, and to avoid denial of a CLAIM because of improper maintenance, YOU are required to follow the VEHICLE manufacturer’s required maintenance schedule.”
  Additionally, the contract includes the following limitations:
  “Repairs required due to lack of proper and responsible maintenance, improper towing, failure to protect the VEHICLE or continued operation of an impaired VEHICLE that shows signs of a clear mechanical problem” (Exclusion #8), and
  “Repairs required due to... improper quantity or quality of fluids... including loss of engine oil.” (Exclusion #9)
  Despite warning signs of low or missing oil, the vehicle continued to be driven without repair for tens of thousands of miles. While we appreciate Ms. ******’ assertion that the failure was isolated and not caused by oil starvation, the repeated documentation of critically low oil—along with continued vehicle operation—supports our conclusion that proper maintenance and vehicle protection requirements were not met.
  Conclusion:
  While we empathize with Ms. ******’ situation and understand that mechanical failures are often frustrating and unexpected, Alpha Warranty Services must make claim determinations based on both the technical facts presented and the specific terms of the contract. Based on the documented lack of oil over multiple service intervals and the extended mileage gaps between oil changes, the claim was denied due to a failure to properly maintain and protect the vehicle, as required.
  We respectfully maintain our denial of the claim as consistent with the contract provisions and do not find sufficient evidence to override the decision.
  We thank Ms. ****** for her business and regret that we are unable to provide a different outcome in this case.
  Sincerely,
  Claims Management Team
  Alpha Warranty Services

  Customer Answer

  Date: 05/11/2025

  
  
  Complaint: ********
  

  To the Better Business Bureau and Alpha Warranty Services,
  
  Thank you for your detailed response. I appreciate the opportunity to clarify the facts and address the assumptions made in the denial of my claim under Contract #**************
  
  1. Maintenance Records & Oil Change Intervals
  Alpha Warranty alleges that I exceeded the recommended oil change interval of 10,000 miles by approximately 1,000 miles during one 11,000-mile interval. While I acknowledge that a single oil change occurred slightly over the recommended mileage, this is:
  Not a significant deviation, especially for modern synthetic oils,
  Not a pattern, and
  Not sufficient evidence that it caused a bottom-end failure in Cylinder 2.
  
  The contract does not state that coverage is voided for minor lapses — only for substantial breaches or failures that directly cause the mechanical breakdown. Alpha Warranty has provided no mechanical evidence that this brief overage directly caused the failure.
  
  2. Low Oil Reports
  Alpha Warranty repeatedly cites notes that the vehicle arrived low on oil at service appointments. However, no mechanic diagnosed oil starvation or damage from lack of oil.
  The engine failure in question was isolated to Cylinder 2, not widespread as would be expected in oil starvation.
  When the oil was topped off or changed, the issue remained — clearly indicating that low oil did not cause the problem.
  Importantly, my repair shop performed a compression and leak-down test that confirmed a bottom-end mechanical failure, not sludge buildup, heat scoring, or oil starvation — all of which were absent. This reinforces that the damage was due to mechanical failure of a covered component.
  
  3. Continued Use of the Vehicle
  Alpha Warranty claims I “continued to drive the vehicle for tens of thousands of miles with low oil.” This is a mischaracterization. The oil was checked and topped off during maintenance visits, and I relied on professional service shops to maintain the vehicle properly. If Alpha Warranty believes that merely driving between service visits constitutes “failure to protect the vehicle,” it sets an unreasonable and subjective bar that could invalidate nearly any claim.

  
  4. Contractual Obligations and Good Faith
  The contract requires proper maintenance — which I’ve provided over the life of the agreement — and Alpha Warranty must demonstrate that the failure was caused by a lack of maintenance. To date, they have offered no technical report or mechanical evidence linking my maintenance to the failure in question.
  
  Final Position:
  I respectfully maintain that:
  The bottom-end failure of Cylinder 2 is a covered repair,
  My maintenance history meets the reasonable expectations of the contract,
  Alpha Warranty’s denial is based on assumption rather than technical evidence,
  And the denial violates the intent and fairness principles of the contract.
  
  I ask the Better Business Bureau to consider this claim in light of the actual evidence and the professional diagnosis provided. I also request Alpha Warranty reconsider its position in good faith and fulfill its contractual obligation.
  
  
  Sincerely,
  ***** ******
  
  

  
  

  Customer Answer

  Date: 05/11/2025

  
  
  Complaint: ********
  

  To the Better Business Bureau and Alpha Warranty Services,
  
  Thank you for your detailed response. I appreciate the opportunity to clarify the facts and address the assumptions made in the denial of my claim under Contract #**************
  
  1. Maintenance Records & Oil Change Intervals
  Alpha Warranty alleges that I exceeded the recommended oil change interval of 10,000 miles by approximately 1,000 miles during one 11,000-mile interval. While I acknowledge that a single oil change occurred slightly over the recommended mileage, this is:
  Not a significant deviation, especially for modern synthetic oils,
  Not a pattern, and
  Not sufficient evidence that it caused a bottom-end failure in Cylinder 2.
  
  The contract does not state that coverage is voided for minor lapses — only for substantial breaches or failures that directly cause the mechanical breakdown. Alpha Warranty has provided no mechanical evidence that this brief overage directly caused the failure.
  
  2. Low Oil Reports
  Alpha Warranty repeatedly cites notes that the vehicle arrived low on oil at service appointments. However, no mechanic diagnosed oil starvation or damage from lack of oil.
  The engine failure in question was isolated to Cylinder 2, not widespread as would be expected in oil starvation.
  When the oil was topped off or changed, the issue remained — clearly indicating that low oil did not cause the problem.
  Importantly, my repair shop performed a compression and leak-down test that confirmed a bottom-end mechanical failure, not sludge buildup, heat scoring, or oil starvation — all of which were absent. This reinforces that the damage was due to mechanical failure of a covered component.
  
  3. Continued Use of the Vehicle
  Alpha Warranty claims I “continued to drive the vehicle for tens of thousands of miles with low oil.” This is a mischaracterization. The oil was checked and topped off during maintenance visits, and I relied on professional service shops to maintain the vehicle properly. If Alpha Warranty believes that merely driving between service visits constitutes “failure to protect the vehicle,” it sets an unreasonable and subjective bar that could invalidate nearly any claim.

  
  4. Contractual Obligations and Good Faith
  The contract requires proper maintenance — which I’ve provided over the life of the agreement — and Alpha Warranty must demonstrate that the failure was caused by a lack of maintenance. To date, they have offered no technical report or mechanical evidence linking my maintenance to the failure in question.
  
  Final Position:
  I respectfully maintain that:
  The bottom-end failure of Cylinder 2 is a covered repair,
  My maintenance history meets the reasonable expectations of the contract,
  Alpha Warranty’s denial is based on assumption rather than technical evidence,
  And the denial violates the intent and fairness principles of the contract.
  
  I ask the Better Business Bureau to consider this claim in light of the actual evidence and the professional diagnosis provided. I also request Alpha Warranty reconsider its position in good faith and fulfill its contractual obligation.
  
  
  Sincerely,
  ***** ******
  
  

  
  

  

  Business Response

  Date: 05/12/2025

  Dear BBB and Ms. ******,

  Thank you for your thoughtful reply. We appreciate the opportunity to respond to your concerns and further clarify our position regarding the claim denial under Contract #*************.
  First, we acknowledge receipt of the additional maintenance records you provided. However, we do question why these were not submitted during the initial claims review process, as complete documentation is essential to making an informed and timely decision. As you noted, one of the oil change intervals did exceed the manufacturer's recommended maximum by approximately 1,000 miles. While this may appear minor, the contract clearly states in the “Contract Holder Obligations” section:
  “The manufacturer’s recommended service schedule will be considered the maximum allowable interval between maintenance services required by this CONTRACT.”
  There is no provision in the contract allowing for “minor lapses” or subjective interpretation. Our obligation is to adhere to the contract as written.
  Additionally, the same service records that confirm maintenance also document repeated reports of low oil levels—at times showing no oil registering on the dipstick. We cannot selectively disregard information simply because it’s unfavorable. These records are part of what we rely on to evaluate the condition of the vehicle and the circumstances surrounding a breakdown.
  You referenced a bottom-end failure in Cylinder 2. It’s important to clarify that the lower end of the engine is typically the first area affected when a vehicle operates with low or no oil—because the oil pump delivers lubrication to the bottom end before the top. The compression and leak-down tests mentioned confirm a loss of pressure but do not provide insight into the underlying cause of the failure. A full teardown would be necessary to determine the specific failure and whether it correlates to a covered component or a maintenance-related issue.
  Moreover, as stated in the contract:
  “If a breakdown occurs, use all reasonable means to protect the VEHICLE from further damage whether or not there is COVERAGE under this CONTRACT… There is no COVERAGE under this CONTRACT for YOUR failure to protect the VEHICLE.”
  This includes avoiding continued operation while the vehicle is known to be consuming or running low on oil. Adding oil only during routine maintenance visits, rather than addressing consistent oil loss through diagnosis and repair, may be seen as a failure to protect the vehicle from further damage.
  That said, we understand and respect your position. If you would like to formally appeal this decision, we welcome that opportunity. You may contact our Customer Service team to request an appeal form. Once submitted, our team will re-evaluate the claim and supporting documentation. Based on the current information, we believe there is a good chance the claim could be reopened and re-reviewed.
  Thank you again for taking the time to communicate your concerns. We remain committed to handling your case with fairness and integrity.
  Sincerely,
  Alpha Warranty Services

  

  Business Response

  Date: 05/12/2025

  Dear BBB and Ms. ******,

  Thank you for your thoughtful reply. We appreciate the opportunity to respond to your concerns and further clarify our position regarding the claim denial under Contract #*************.
  First, we acknowledge receipt of the additional maintenance records you provided. However, we do question why these were not submitted during the initial claims review process, as complete documentation is essential to making an informed and timely decision. As you noted, one of the oil change intervals did exceed the manufacturer's recommended maximum by approximately 1,000 miles. While this may appear minor, the contract clearly states in the “Contract Holder Obligations” section:
  “The manufacturer’s recommended service schedule will be considered the maximum allowable interval between maintenance services required by this CONTRACT.”
  There is no provision in the contract allowing for “minor lapses” or subjective interpretation. Our obligation is to adhere to the contract as written.
  Additionally, the same service records that confirm maintenance also document repeated reports of low oil levels—at times showing no oil registering on the dipstick. We cannot selectively disregard information simply because it’s unfavorable. These records are part of what we rely on to evaluate the condition of the vehicle and the circumstances surrounding a breakdown.
  You referenced a bottom-end failure in Cylinder 2. It’s important to clarify that the lower end of the engine is typically the first area affected when a vehicle operates with low or no oil—because the oil pump delivers lubrication to the bottom end before the top. The compression and leak-down tests mentioned confirm a loss of pressure but do not provide insight into the underlying cause of the failure. A full teardown would be necessary to determine the specific failure and whether it correlates to a covered component or a maintenance-related issue.
  Moreover, as stated in the contract:
  “If a breakdown occurs, use all reasonable means to protect the VEHICLE from further damage whether or not there is COVERAGE under this CONTRACT… There is no COVERAGE under this CONTRACT for YOUR failure to protect the VEHICLE.”
  This includes avoiding continued operation while the vehicle is known to be consuming or running low on oil. Adding oil only during routine maintenance visits, rather than addressing consistent oil loss through diagnosis and repair, may be seen as a failure to protect the vehicle from further damage.
  That said, we understand and respect your position. If you would like to formally appeal this decision, we welcome that opportunity. You may contact our Customer Service team to request an appeal form. Once submitted, our team will re-evaluate the claim and supporting documentation. Based on the current information, we believe there is a good chance the claim could be reopened and re-reviewed.
  Thank you again for taking the time to communicate your concerns. We remain committed to handling your case with fairness and integrity.
  Sincerely,
  Alpha Warranty Services

  Customer Answer

  Date: 05/13/2025

  
  
  Complaint: ********
  

  Thank you for your reply and for offering an opportunity to appeal the decision. I have already contacted your Customer Service team to request the appeal form and will be submitting additional documentation, including a clear timeline of service and the original repair facility diagnosis.
  
  
  While I understand the need to follow contract terms, I maintain that a 1,000-mile overage during a single service interval — in the context of a well-documented maintenance history — does not rise to the level of neglect, nor is there clear evidence linking that overage or oil level fluctuations to the mechanical failure in question.
  
  
  I appreciate your willingness to reconsider the claim and hope for a fair resolution through the appeal process.
  
  
  Sincerely,
  ***** ******
  

  Customer Answer

  Date: 05/13/2025

  
  
  Complaint: ********
  

  Thank you for your reply and for offering an opportunity to appeal the decision. I have already contacted your Customer Service team to request the appeal form and will be submitting additional documentation, including a clear timeline of service and the original repair facility diagnosis.
  
  
  While I understand the need to follow contract terms, I maintain that a 1,000-mile overage during a single service interval — in the context of a well-documented maintenance history — does not rise to the level of neglect, nor is there clear evidence linking that overage or oil level fluctuations to the mechanical failure in question.
  
  
  I appreciate your willingness to reconsider the claim and hope for a fair resolution through the appeal process.
  
  
  Sincerely,
  ***** ******
  

• Initial Complaint

  Date:05/07/2025

  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 Monday 5-5-2025, we took our Landrover Discovery in for service because the AC stopped blowing cold. After diagnosis it was found that the compressor clutch had failed. Alpha warranty denied our claim because the contract only covers the compressor and not the clutch even though the compressor and clutch are one single assembly and are sold and installed as a unit. Our mechanic even tried to push back against their denial with no success. When speaking with an associate about the issue they told us “you really need to read the contract carefully before you sign it”.
  
  This is shady business practices and the type of “slight of hand” that gives warranty companies a bad name. No other dealership backed extended warranty works like this. This company should be ashamed…
  
  DO NOT PURCHASE THEIR WARRANTY SERVICES!!!

  

  Business Response

  Date: 05/08/2025

  Dear Better Business Bureau and Mr. *****,
  Thank you for the opportunity to respond to Mr. ******* *****’s recent complaint regarding a denied air conditioning claim on a Land Rover Discovery under Contract **************
  We understand that automotive repairs can be costly and inconvenient, and we regret any frustration this situation has caused Mr. ***** and his family. We appreciate the opportunity to clarify the reasoning behind our claim decision and to reiterate our commitment to transparency and fairness.
  Claim Review and Contract Overview:
  The claim, filed on May 5, 2025, involved a failure of the vehicle’s air conditioning system, specifically the compressor clutch. The customer purchased an ALaCar contract with selected coverage for:
  Air Conditioning
  Fuel
  Hi-Tech
  Seals & Gaskets
  The Air Conditioning coverage includes the compressor, condenser, and evaporator core. It does not include the compressor clutch, which is a separate component even when housed within the same assembly. In this case, the failure originated with the compressor clutch—a component not listed as covered—which subsequently caused the compressor to fail.
  Although the clutch and compressor may be manufactured and sold together as one physical unit, they are functionally and contractually distinct. The compressor clutch operates as an electromagnetic switch that activates the compressor when cooling is needed. Because the initial failure was of the non-covered clutch, and the contract only provides coverage for listed parts, the resulting compressor damage unfortunately falls outside the scope of coverage.
  Contract Clarity:
  The ALaCar contract is a stated component agreement, meaning only the exact parts listed are eligible for coverage. This structure is designed to provide affordable, tailored protection based on selected systems, and is presented transparently at the time of sale. We do agree that reading and understanding a service contract is important before purchase, which is why we encourage customers to review coverage details and ask questions. We regret if any comments made during Mr. *****’s call came across as dismissive—that was not our intent.
  Conclusion:
  We understand that this outcome is disappointing, especially when a part appears to be part of a larger assembly. However, Alpha Warranty Services is obligated to follow the written terms of the contract. In this case, the initial failure of a non-covered part—regardless of its connection to other components—means the claim does not qualify for coverage.
  We appreciate Mr. ***** bringing his concerns to our attention and will continue to use feedback like this to improve communication and education regarding our coverage options.
  Sincerely,
  Claims Management Team
  Alpha Warranty Services

  Customer Answer

  Date: 05/09/2025

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

  these types of technicalities in the warranty should not exist in the first place. It tremendously reduces the value of an extended warranty on a vehicle because there are so many connected parts and makes it undesirable for customers who just want extended coverage without haggle or hassle. For me this warranty cost an extra $3800 on top of the vehicle purchase price, and we have only had the vehicle for five months. It is shady business practices, and I do not recommend anyone go with this company for extended warranties go through dealership serviced extended warranties only.

   

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

• Initial Complaint

  Date:05/01/2025

  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 used 2019 BMW, X2, in July 2023. I was offered an extended warranty at that time through Alpha , which I purchased. In April 2025, I was driving my vehicle and noticed Some odd behavior with power going uphill upon returning home, I called a local mechanic who specializes in import vehicles and explained my issue. Scheduled appointment for diagnosing the issue. Upon driving the vehicle to the repair shop, warning light appeared on panel stating drivetrain issue drive moderately. After the mechanic inspected the vehicle the diagnosis was a cracked exhaust valve. The mechanic initiated a claim with Alpha warranty and provided the information which they requested. Within a day the claim was denied. I was referred to my contract to number nine under items that are not covered that states, repairs to correct loss of compression or oil consumptionrelated to worn, burnt, collapsed or carbon piston rings or valve parts. I was told by Alpha warranty that there were signs of burning on the exhaust valve and therefore it is not covered. My mechanic was somewhat bewildered by their response, considering the cap was cracked, and he did not see any signs of burning I spoke witha representative who was not very helpful, just stated exactly the same thing to me that the claim was denied, and that was the reason. I have receipts that show my vehicle maintenance within BMW’s recommended maintenance schedule. This vehicle has 54,000 miles on it. This issue is no fault of mine due to neglect of maintenance on the I am now left with an $11,000 repair bill that has to be paid out of my pocket.

  

  Business Response

  Date: 05/08/2025

  Dear Better Business Bureau and Ms. *********,
  Thank you for bringing this matter to our attention. We sincerely regret the frustration Ms. ********* has experienced related to the recent claim filed on her 2019 BMW X2 and appreciate the opportunity to clarify the status and context of this case.
  Claim Background and Timeline:
  In April 2025, Ms. ********* reported a drivability issue, which her repair facility later diagnosed as a cracked exhaust valve. A claim was initiated under her Vehicle Service Contract, and information was submitted to our Claims Department. We understand the vehicle currently has approximately 54,000 miles, and we commend Ms. ********* for maintaining it according to BMW’s recommended service schedule.
  Initially, the claim was denied based on Exclusion #9 of the service contract, which states:
  “Repairs to correct loss of compression or oil consumption related to worn, burnt, collapsed or carbon piston rings or valve parts” are not covered.
  The preliminary communication from the repair facility suggested the valve showed signs of burning, which would fall under this exclusion. However, we acknowledge that the repair facility later clarified their view that the valve was cracked, not burnt, and they did not observe combustion-related wear.
  Updated Claim Status:
  We want to emphasize that the claim is not closed and the denial has been overturned pending further diagnosis. Our adjusters have been actively working with the repair facility to gather additional information to determine the true cause of failure. On May 5, 2025, our adjuster advised the shop that if burning is ruled out, we can proceed with coverage of the affected components—potentially including the cylinder head, if consistent with the contract terms.
  To avoid unnecessary out-of-pocket costs, the repair facility was encouraged to perform a non-invasive inspection (via borescope or intake access) to confirm the condition of the valve and surrounding components. We also advised that an engine replacement would not be covered unless a covered failure affecting the entire engine is identified. However, should the issue be isolated to the cylinder head, coverage is possible and the associated approval could be used to offset the repair.
  Next Steps:
  We are awaiting the repair facility’s follow-up to confirm the cause of the crack in the valve. Once that is determined, our team is prepared to move forward promptly. Our goal is to provide fair, contractually compliant support and avoid undue financial burden wherever possible.
  Conclusion:
  We appreciate Ms. *********’s patience and her commitment to properly maintaining her vehicle. We regret any confusion caused by earlier communications and are actively working to ensure the claim is resolved fairly. Alpha Warranty Services remains committed to honoring all valid claims under the terms of our service contracts and providing clarity throughout the process.
  Sincerely,
  Claims Management Team
  Alpha Warranty Services

• Initial Complaint

  Date:04/30/2025

  Type:Billing 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 ran up a $1100 diagnostic bill because they needed pictures of the parts that needed to fixed. After denying the claim they left me with the bill on top of having to pay for the fix out of pocket. I am not a mechanic but since I accidentally said its an old car they have issues they took that as the car had issues prior to purchase. Why does the diagnosis from a fry cook decide a cars condition? But because of that turn of phrase my car is basically totaled after 3 weeks because I cant afford to pay the ridiculous bill Alpha racked up on top of the repairs.

  

  Business Response

  Date: 04/30/2025

  Dear Better Business Bureau and Mr. ********************* you for the opportunity to respond to this matter. At Alpha Warranty Services, we are committed to treating all customers with fairness, transparency, and professionalism, and we take concerns like these seriously.
  Mr. ************ complaint relates to a claim filed on April 23, 2025, for issues related to the rear differential and axle shaft. At the time the repair facility contacted Alpha Warranty, their initial diagnostic work had already been completed. In line with standard industry practices and the terms of the contract, our adjuster requested supporting documentation,including photos of the failed components. This request was made to verify the nature of the failure, particularly because the claim exceeded inspection thresholds,and the contract had been recently activated.
  We would like to respectfully clarify and correct an inaccurate statement in the complaint: Alpha Warranty did not "run up a $1,100 diagnostic bill" by requesting documentation. We only authorized and discussed approximately one hour of diagnostic time with the repair facility over the phone. The amount referenced in the complaint appears to include additional chargespossibly for teardown or repair workthat were neither requested nor approved by Alpha Warranty. We did not authorize or cause the repair facility to perform any services beyond standard diagnostic protocol.
  Furthermore, we must firmly reject the implication that Alpha Warranty acted dishonestly or in bad faith. Alpha Warranty consistently adheres to the written terms and conditions outlined in the service contracts we administer. We also work openly and honestly with both customers and ********************** facilities in accordance with established procedures designed to ensure fair and timely claim decisions. Any request for documentation or photos was made in accordance with these procedures, not as a tactic to delay or avoid coverage.
  During the course of the claim, Mr. *********** shared with our team that he believed the issue may have existed prior to his purchase of the vehicle, and that the previous owner may have attempted to reseal the affected component. Based on this statement and the service contracts clear exclusion of pre-existing conditions, the claim was denied. A secondary review by our Resolutions Team upheld that decision.
  We also note that the contract was canceled at the customer's request on April 29, 2025, and a refund of $1,086.22 was processed in accordance with the contracts cancellation terms.
  While we understand Mr. ************ frustration, Alpha Warrantys actions were guided entirely by the service contract, which clearly outlines what is and is not covered. Our team handled this claim professionally and in accordance with both the terms of the agreement and our longstanding commitment to fair business practices.
  We appreciate Mr. ************* time and hope this response provides helpful clarity.

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23267165
  
  I am rejecting this response because: Regardless of all this heartless professional talk Alpha likes to use. I have a mechanic saying I owe him 1100 because Alpha had them tear down the car and take pictures, thats a fact. Neither Alpha or the mechanic disclosed I would be footing that bill. So yes Alpha ran up a bill and ran away. Im just a broke *** cook trying to take care of his family. I didnt ask to be preyed on like this. Im spending 100 bucks a day to **** to work. That money easily could have gone towards the payments on repairs. Alpha didnt want to help because they found a loop hole the squeeze out of. The whole Prior damage part of the contract is a scam. What? You think people are getting used cars with absolutely no issues? Any thing can be deemed a prior issue on a used car. Which means they can pull this scam on anyone within the first month. SCAM.
  
  Sincerely,
  
  **** ***********

• Initial Complaint

  Date:04/21/2025

  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.

  3 /18/2025 2014 ***** 9 was purchased. $10,000. Cash. On April 18, 2025, the temp gauge went up ..towed, and the water pump had busted within the motor, leaving the motor waterlogged and destroyed ..a little over 2 mos.I took their car to the requested mechanic, *******************, by Alpha Warranty. The car was purchased at ********************* in ********** va.the dealer is refusing any solution, and the warranty denied the engine ..even though it's listed on the warranty . I cannot replace a motor and water pump myself, on a car that was just purchased .In closing, both of the Business involved has refused to help ..and the car sits at *******************. .

  

  Business Response

  Date: 04/22/2025

  Dear ******,
  
  We appreciate the opportunity to respond to your concerns, and we understand how frustrating an unexpected vehicle issue can beespecially so soon after purchasing a car.
  Alpha Warranty Services provides coverage in accordance with the terms and conditions outlined in the *************** Contract (VSC) purchased at the time of sale. Our goal is always to provide clear, fair, and timely support within those terms.
  Upon receiving the repair request, we promptly reviewed your claim and approved coverage toward the water pump, which is a covered component under your plan. A total of $2,384.60 was authorized and made available for this repair.
  Unfortunately, the additional damage to the engine was the result of fluid intermix and overheating, stemming from the water pump failure. As noted in the service contract, we are unable to provide coverage for:
  Repairs required due to overheating, regardless of the cause of overheating, repairs related to fluid intermix, or repairs required due to improper quantity or quality of fluids
  This exclusion is standard across many vehicle service contracts and is in place because overheating-related engine failures can result from a wide variety of pre-existing or maintenance-related factors outside the scope of warranty protection.
  We want to emphasize that we did not deny the entire claimwe honored the portion that was eligible under the plan and contributed toward the repair costs. We encourage you to work with your repair facility to utilize the funds provided, and we remain available to discuss the case further if there is new or additional information that may affect eligibility.
  Our team truly regrets that we were not able to approve the full cost of the engine repair. We strive to support our customers as much as possible within the boundaries of the contract, and we are happy to provide a copy of the *** and the claim details upon request.

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23231235
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *********

  I am rejecting this due to the fact in this model of ***** c9 the water pumps actually sits inside the motor, and it would be useless to say you could replace the water pump...without replacing the engine ..not possible.

  

  Business Response

  Date: 04/24/2025

  Dear Ms. ******************* you for your continued communication regarding your BBB complaint.
  We understand your concern about the water pump placement in your ***** CX-9. Its true that the water pump is located behind the timing chain cover and driven by the timing chain, which gives the impression that it is "internal." However, it is not considered an internal engine component like those within the engine block or cylinder head.
  While accessing the water pump does require significant laborincluding removal of the engine to access the timing componentsit is indeed possible to replace the water pump without replacing the engine itself. Industry-standard labor guides such as Alldata and ******** include detailed replacement procedures for this component and do not indicate engine replacement as part of the process.
  In your case, we did authorize the labor time needed to remove and reinstall the engine to facilitate access to the water pump. However, the engine itself was not covered due to the nature of the damageintermixwhich is explicitly excluded under the terms of your service contract.
  We appreciate your understanding and are here to answer any further questions you may have.

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a warranty plan from alpha warranty services. On April 09, 2025 I called in because I needed to file a claim with them for a repair on my 2019 TeslaModel 3. I am having issues with my 5 way actuator valve. Under the terms of the contract, it states that valves are covered. Al-ha warranty services is stating that valves are not covered when an agent informed me that they were just to be told theyre not by another person.

  

  Business Response

  Date: 04/10/2025

  Dear Mr. ****************** you for your feedback. We understand how important it is to receive clear and consistent information, and we sincerely regret any confusion you've experienced.
  After reviewing your contract (AWS10045603E) and the communication history on your account, wed like to clarify a few important points regarding your recent inquiry.
  You have an A+ Electric Enhanced contract, which is a specialized plan designed to support electric vehicles like your 2019 Tesla Model 3. When you contacted us on April 9, 2025, you inquired about coverage for a 5-way actuator valve, which we understand is a solenoid valve specific to Teslas climate control or HVAC systems.
  While your contract does list coverage for certain valves, those are internal engine components such as intake or exhaust valvesnot solenoid valves or actuator components. Based on our review, the 5-way actuator valve is not listed as a covered item under your current contract.
  We understand that you were told by a representative that valves are covered. That statement is true in general for covered internal engine components as specified in the contract, but we acknowledge that it may have led to confusion in this case due to the technical nature of your vehicle and the part in question. We apologize for any miscommunication that may have occurred.
  Additionally, we had sent you our Tesla claims worksheet and explained how Tesla-related claims are handled. Our adjusters had also spoken with a Repair Facility (**) to begin preparing for a claim; however, we did not receive any follow-up documentation or communication from the ** to initiate the process. Without a formal claim being filed or a diagnosis from a licensed repair facility, we were unable to proceed.
  We also understand that you have since requested to cancel your contract. We respect your decision and will ensure that any eligible refund due under the terms of your contract is processed promptly.
  We truly appreciate your feedback and the opportunity to clarify this matter. If you have any additional questions or would like further assistance, our team is here to help.
  Sincerely,
  Alpha Warranty Services Customer Support Team