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:04/26/2023

  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.

  On 4/25/2023 the repair facility at the dealership I took my car to informed me that Alpha Warranty would not cover an electromechanical component. That part is clearly part of the engine. An extended warranty is supposed to cover critical components.Customer service likes to repeat the mantra of sorry, not a covered part per Alpha contract . I paid what they refused to pay.

  

  Business Response

  Date: 04/27/2023

  Dear BBB, we have reviewed **************** complaint about Alpha Warranty not being able to cover an electromechanical component for his repair.After a careful evaluation by our professional mechanics, they have determined that the part that failed is a boost solenoid, which is not an internally lubricated part and is simply not listed for coverage under his inclusionary service contract. An inclusionary service plan covers parts that are included in the coverage. If ************** would like to discuss a refund, he would need to visit the dealership where he purchased his service contract. However, even though Alpha Warranty was not able to provide the coverage ************** expected with this repair, we have been very happy to provide more than $2,165 of coverage on his prior claims. Alpha Warranty always stands ready to provide coverage under the terms of the service contracts held by our customers.

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19984496
  
  I am rejecting this response because:
  I contacted the dealership to terminate the contract.
  Sincerely,
  
  *****************

  

  Business Response

  Date: 04/28/2023

  Dear BBB, we're sorry to hear that ************** has decided to cancel his service contract with Alpha Warranty Services. His dealership should be able to provide the support he needs to finalize his cancellation. We hope the more than $2,200 in coverage we have been able to provide since he purchased his service contract has provided the value he expected with his purchase.

• Initial Complaint

  Date:04/10/2023

  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.

  In February of 2023 I traded in a vehicle that I had purchased the Alpha Warranty for the previous year. I received the odometer reading from the dealer I traded my vehicle in to. I submitted the reimbursement paperwork electronically to the dealer on February 9th, and the dealer forwarded the paperwork to Alpha Warranty on February 15th. I waited over a month for it to process, and never heard back. I contacted the dealer again on March 29th inquiring the status of my cancellation/reimbursement. The dealer emailed Alpha Warranty and asked them the status, because it was still showing the warranty was active. After not hearing back, I called Alpha Warranty on April 3rd and spoke to a customer service representative that told me she didn't know what was going on, but would contact the cancellations department and call me back that day, which she did not. On April 4th, I called back and spoke to another person that told me she doesn't even see that they received the cancellation form, and recommended I submit another one via my dealership. I emailed the cancellations department directly, asking yet again for a status update because at this point, they just seem to be ignoring all email traffic and there is no direct number to contact them by phone. The customer service representatives are unhelpful, and just try to get off the phone without providing any real assistance. It has now been 3 months since I submitted the reimbursement request, which I was told should only take a month. I am owed money for the prorated reimbursement, which they seem to not want to process and are probably hoping that I just give up and stop contacting them. My dealership cannot do anything additional; they have already submitted the paperwork. I would like someone that actually cares/makes decisions within the company contact me so I can get a straight answer as to where my reimbursement is, and why I am being ignored by multiple departments.

  

  Business Response

  Date: 04/14/2023

  Dear BBB, At Alpha Warranty Services, we take pride in our
  attention to customer requests and address them promptly. Now and then,
  however, we have one or two that we inadvertently miss. After carefully researching
  this customer’s complaint, we are embarrassed that this was one of these omissions.
  Consequently, we have escalated this refund and have sent a check to the
  customer for the prorated amount remaining on their contract. We sincerely
  apologize for the delay in reimbursing Mr. ***** and thank him for his patience.

• Initial Complaint

  Date:04/05/2023

  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 took my 2019 Dodge Caravan to Reedman on 1/10/23 to diagnose and repair a check engine light along with misfiring. My son, a mechanic, advised us to have it repaired under our warranty since we had paid for one. On the first day, the van was diagnosed with a valve seat leak inside cell #2. The cylinder head would need to be replaced at a cost of around $3,000. Reedman contacted Alpha with the information and diagnosis. It took a week for an inspector to come out. Alpha then wanted the engine broken down more, and I had to approve labor. Reedman did as asked, sent pictures, spoke to Alpha, etc. I was told that Alpha wanted more in-depth engine breakdown and pictures. Again I had to approve labor. This back and forth went on with no results for over three weeks. Alpha was very slow in their responses and not very forthright. The mechanic at Reedman spoke to a mechanic at Alpha, who stated that he saw the leak. The mechanic was then under the impression that it would be covered and was just waiting for the go-ahead from Alpha. The following week, I was told it was denied. I immediately called Alpha again and was told it was not approved because it was from wear. It was also mentioned that a compression test was not done, which was never requested. At this point, the car was back together and the old cylinder gone. I asked for the number for corporate and was told, "No." I asked to speak to the decision maker and was told, "No, they can only speak to the repair center." With no recourse and no car for almost a month, I had to agree to pay over $5,000 for a repair that was initially under $3,000. I picked my car up on 2/7/23 for $5084.40. Four weeks after it was initially diagnosed. Something about this whole ordeal seems, if not illegal, at least unethical.
  I had several communications with Alpha, trying to get information without any satisfactory results. After speaking to several mechanics, including my son and the Reedman mechanics, everyone is shaking their heads that this repair would not be covered as it is not a "wear and tear" item. Not one of the mechanics has ever heard of this happening. It may be a faulty item, but one cylinder does not leak and wear out on its own. We were told that there was carbon build-up, which is why Alpha said it was worn out. My husband argued that the carbon build-up was from the cylinder not firing up, not because one cylinder wore out. What happened to the engine was DAMAGE to the valve seat (which is part of the cylinder head) caused by carbon build-up on the valve, neither of which are worn items. The parts were not worn; they were damaged because of carbon build-up. Carbon is a by-product of the engine running and burning fuel, but the carbon build-up and the DAMAGE caused by it is not normal wear.
  After this horrendous ordeal, I looked up Alpha Warranty on the BBB website. Something, I guess, should have been done before purchasing, but is not really an option at that time. They do have an A+ rating, which I can't understand, except for the fact that reviews are not taken into consideration. Makes no sense. After reading through the website, almost every review was a one-star, with most people having problems with coverage as I had. I'm confused as to how Alpha can insist that the repair shop dig deeper and deeper (and cost more and more) just to deny it in the end. It was the same diagnosis as day one. How is it proper and ethical for them to require all of this extra labor when they make the final decision? They can just say "no" every time with no recourse. So I am out $5,084.40 plus the cost of a useless warranty. It just doesn't seem right! I did give Alpha the benefit of the doubt and filed an appeal, which they, of course, also denied.

  

  Business Response

  Date: 04/07/2023

  Dear BBB, we’re very sorry Ms. ******* is dissatisfied with
  her Alpha Warranty Services experience. As you know, vehicles are subject to all
  kinds of corrosive and degrading elements along with a wide range of driving habits that can cause any number of mechanical problems.
  Used vehicles are especially vulnerable because they have gone through different
  environments that weaken components over time and stress and may cause parts to fail. The
  service contracts Alpha Warranty sells are designed to provide coverage for
  many of these types of failures, but not all. While we strive to provide as
  broad of coverage as possible, not all parts failures are covered.

  Such is the
  case with Ms. *******’s claim. Our Claims team of certified mechanics worked closely with this customer’s repair facility to determine the cause of the
  failure. They also reviewed it at every level of management within our Claims team along with the customer's appeal. After considerable study and examination of the repair photos, it was determined that the claim simply didn't qualify for coverage based on the terms outlined in the service contract.

  Addressing Ms. *******’s point about the need to tear down the engine
  to the point of failure throughout the claim process was to aid in determining
  the cause of failure and what level of coverage, if any, it was eligible for.
  We do not request tear down to add additional cost for the customer, rather our
  goal is to determine provide the most comprehensive coverage possible under the
  terms of the service contract.
  
  Unfortunately, in this case, the type of failure the vehicle
  suffered is listed on the service contract under the section titled, “What is not
  covered.” On line 9, “Repairs to correct loss of compression or oil consumption
  related to worn, burnt, collapsed, or carboned piston rings or valve parts.” While
  we were unable to provide coverage on this specific type of engine failure, Alpha
  Warranty consistently stands behind the terms of every vehicle service contract
  sold by its dealer partners.

  Customer Answer

  Date: 04/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I still believe that Alpha Warranty practices are unethical and exploit unwitting customers.  This is the worst company that I have ever had the displeasure of dealing with.  I hope that no one else gets pulled into a false sense of security thinking they did a good thing by purchasing a warranty from Alpha.  Look elsewhere, my friends.  I wish that I could say, "you get what you pay for," but in this case, I paid and got nothing, except a heftier bill, paying $5,084 out of pocket.   

  BBB-with all of the complaints I've seen centered on Alpha not paying on customers claims, how can they have an A+ rating?  It makes no sense to me.
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:04/04/2023

  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.

  So I took my **** Fiesta into a shop because my car was not drivable. It was making a wining noise and it started smelling like something was burning. The shop called Alpha warranty to let them know that the timing belt had seized and that it would have to be completely replaced because it seized. It is common with these repairs that you would also need to get the water pump changed out also. Looking at my A+ warranty it shows that the timing belt and water pump are covered. The shop was told by Alpha that none of it would be covered. So I called them and spoke to them and they said it was the serpentine belt tensioner, which was false. The shop said it was the timing belt and other parts that make up the entire timing belt system. If one thing needs to be replaced it all needs to be replaced. The car was not driveable and couldn't be driven until those parts were replaced. Alpha just didn't want to cover it. Granted I understand the water pump, but as a warranty company you should understand when one part needs to be replaced both do. I'm asking to be reimbursed for at least the timing belt which is covered and should've been paid. As well as the $150 diagnostic fee. Alpha, if we are paying you for this service it shouldn't be so difficult to to get something covered. Personally find this warranty a bit of a scam. I think you guys should be a little more understanding and realistic.

  

  Business Response

  Date: 04/04/2023

  Dear BBB, the vehicle service contract held by this customer is what is called an inclusionary plan. This means that it only covers those parts that are listed for coverage. In his case, the water pump is listed but hasnt failed. Sometimes, repair shops replace a water pump with the other components as part of the assembly. Unfortunately, that arrangement is not included as part of this service plan. To the customers point about the serpentine belt needing to be replaced, the reason for failure is that the belt tensioner has failed, which is not covered by this inclusionary plan and only covers those components that suffer mechanical failure under the terms listed.

• Initial Complaint

  Date:04/03/2023

  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 this warranty whenever I got the car and was given a copy of that warranty but only one page with my signature on it last month my transmission went out now, they tell me that my warranty only cover $2,500 which happens to be the amount paid for the warranty and I was e-mailed a
  copy of some contract that I never signed. I want my car fixed or the return of all my money paid.

  

  Business Response

  Date: 04/04/2023

  Dear BBB, this customer purchased one of our inclusionary
  contracts when they purchased their vehicle from the dealer. While Alpha
  Warranty conducts regular trainings with our dealer partners, we’re often not privy
  to the everyday selling of our products. In this case, the explanation of the
  service contract to the customer may have given them a different impression of
  what the contract actually covers in practical terms. We are pleased to be able
  to provide $2,500 of coverage for a replacement transmission for this customer
  and understand from our Claims team that they had a conversation with the
  customer at which time the details of coverage were explained. Alpha Warranty
  stands behind each of our service contracts within the terms specified and does
  so consistently.

  Customer Answer

  Date: 04/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: please have them show me the original contract that was signed by me showing me the full contract because if they have dealers hiding the real contract information from the buyer then they are liable for misleading the customer. Please show me the original contract that I signed because mine doesn’t show page four or any other pages pass that. Thank you 
  
  
  
  Sincerely,
  
  ****** ******
  

  

  Business Response

  Date: 04/10/2023

  Dear BBB, Alpha Warranty service contracts are not signed on
  each page to make a legally binding document. Our Claims Department has
  reviewed the customer’s service contract that contains their signature that was
  executed at the time of purchase. In the contract, the limit of liability for
  the customer’s vehicle given its age and mileage at $2,500, which is the amount
  Alpha Warranty has agreed to cover according to the terms of the contract. If
  the customer didn’t retain a copy of their contract and still wishes to review the
  contract they signed or to further dispute the terms, they will need to contact
  the dealership where they purchased it.

• Initial Complaint

  Date:03/28/2023

  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 a used vehicle 12/28/22. At the time I purchased a full warranty from Alpha Warranty Services. I 03/27/23 I submitted a claim for a covered part and was denied. Originally I was told it was weather related. This part cant fail due to the weather causing a non-covered part to fail. The mechanic clarified that it was not weather-related and a covered part failed, resulting in extensive damage to the brakes. The warranty company now claims it was rust and lack of routine maintenance. The reason a warranty was purchased was because we cant ensure the history of maintenance so this peace of mind coverage is in place. I have not had the vehicle long enough to ensure routine maintenance was done.

  

  Business Response

  Date: 03/30/2023

  Dear BBB, todays vehicles are subject to all kinds of corrosive and degrading elements. Used vehicles are especially vulnerable because they have gone through any number of different environments that cause corrosion that weaken and may cause parts to fail. The service contracts Alpha Warranty sells are designed to provide coverage for many of these types of failures,but not all. While we strive to provide as broad of coverage as possible, not all parts failures are covered. Such is the case with ************ claim. Our Claims team of certified mechanics work closely with this customers repair facility to determine the cause of the failure. In this case, the type of failure on the vehicle is listed on the service contract under the section titled, What is not covered on line 5. Based on the inspection conducted by the customers repair facility and their assessment of the repair, we were unable to provide coverage due to excessive rust on the piston and all over the component.

• Initial Complaint

  Date:03/23/2023

  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 been paying for alpha warranty just in case my car breaks down well on 3/21/23 I had to put my car in the shop alpha dose not want to pay for my car to get fix and it's on my contract that cover what I need the differential rear end

  

  Business Response

  Date: 03/24/2023

  Dear BBB, this customers claim was started on Tuesday,March 21, 2023 and we have been waiting for an estimate from the customers repair facility where the vehicle is located before we are able to move the claim forward. At this point we have not denied any coverage or had any indication of denial. In her complaint, the customer appears to be under the impression that her claim has been denied and has been intentionally delayed. This is incorrect. Once the Alpha Warranty claims team has the estimate, it will need to be reviewed and then we will more than likely need to complete an inspection based on the dollar amount associated with this claim. 

• Initial Complaint

  Date:03/22/2023

  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 is regarding warranty on my 2015 F-150, My mechanic has spoken with Alpha adjuster, They want to put a used transmission in my truck. I have asked for information on this used part. Has it been services? is there a guarantee? no nothing, They just want me to take it. If I don't and go with a new transmission they want to pay **** towards it. Seriously, If they can't guarantee a part how can they want you to put it in. If it goes in and then it doesn't work then my truck is back in the shop,. No rental so I am out of a vehicle again while they offer another used transmission. I have been willing to pay extra for the new one but not 2000-3000. Is this how this warranty company does business,. No where nor at any time did anyone tell me they would put used parts in. I understand after market, rebuilt but that's not what this is, It's a transmission out of a wrecked vehicle. which if you check with ***** their 2015 are known for torque converters going bad so this one unless it's been rebuilt is going to do the same. Why buy a warranty if they want to put junk yard parts

  

  Business Response

  Date: 03/30/2023

  Dear BBB, the customer makes an important point in her complaint but does not have the full understanding of the coverage provided under the terms of her service contract.
  
  The customer's contract states The limits of OUR (Alpha Warranty's) liability will be the lesser of the reasonable cost to repair or replace any part with another of like, kind, and quality, less DEDUCTIBLE. Reasonable costs are defined as charges for the repair or replacement of parts covered under this CONTRACT at prevailing retail labor rates, using parts of like kind and quality, which may include serviceable used parts, rebuilt parts, aftermarket parts or remanufactured parts, as customarily used in the automobile industry and as determined by the ADMINISTRATOR. It is expressly understood that replacement parts NEED NOT BE NEW. Reasonable costs are also limited to charges necessary to correct the actual cause of a covered MECHANICAL BREAKDOWN.

  Under the limit of liability section the contract states that Alpha Warranty can use new, remanufactured, OEM,Aftermarket, or used. In this case, our certified mechanics elected to provide a used option because they thought it was the best available part at the time.
  
  The total claim amount does count towards the limit of liability, therefore the used/cheaper option give the customer the chance to file additional claims if necessary without reaching that amount and maxing out the limit of liability of their contract.

  The used part offered comes with a 12 month/12,000 mile warranty. This means that the used part supplier provides coverage for a failure related to their unit. Once that warranty is expired, the transmission will still be covered under the Alpha Warranty contract until the term of the contract runs out.
  
  This option gives the customer a reduced dollar amount against their limit of liability and still offers coverage of the transmission until contract is no longer active or the limit of liability has been met. 

  We hope this detailed explanation provides some clarity for the customer. 

• Initial Complaint

  Date:03/15/2023

  Type:Sales and Advertising 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 through alpha warranty services on dec 11 when I purchased my 2010 armada titanium. On march 8 I heard a ********** truck was stalling to go back so I called ****** to bring it in to get looked at. I let them Know I had a warranty & have them the info. ****** made the call & opened a claim to my warranty department who goes by the name of *********. They sent a claim adjuster out on 3/14 & on 03/15 they denied my claim however they told me the adjuster went on a 15 mile ride & didnt feel the vehicle had any shifting problems so that why they denied my claim. When I spoke to ********* at ****** she said the claim adjuster they sent had walking issues & could not ***** the vehicle properly & he only asked to go for a 1 mile drive in the parking lot doing 10mph. Theres no way they did a complete assessment of my vehicle before they denied it.

  

  Business Response

  Date: 03/16/2023

  Dear BBB, Alpha Warranty Services stands behind each and every vehicle service contract we sell. In the case of Ms. ********* vehicle, the inspector found no failure during the 15 miles driven. The report also stated that ****** service technician informed the adjuster that they did not recommend the transmission had a problem nor needed to be replaced at the time. There is no record of the ****** service department conducting any diagnostics that was evident to the inspector. Despite the fact that the service department didnt put the car on the lift so the inspector could do a thorough review, he was able to provide 25 photos. Without a clear diagnosis from the service department that shows the point of failure on the vehicle, it is impossible for Alpha Warranty to provide any coverage. However, if a failure to the customers vehicle can be demonstrated, Alpha Warranty stands ready to help within the terms of the service contract. We would advise the customer to seek a second opinion on her vehicle.

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19598817
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  I can provide testimony from the dealer stating your adjuster came out & asked to go 1 mile doing 10mph in the parking lot of the service center. There is absolutely no way he properly inspected anything on my vehicle by doing that. He blatantly lied saying he went on a 15 mile ride & they have cameras that can prove that he did not do so. If there were any other actions that they needed to perform or should have performed, why wasnt I made aware before you denied my claim? 

  

  Business Response

  Date: 03/21/2023

  Dear BBB, thank you for alerting us of Ms. ********* ongoing concerns regarding her vehicle. After considerable research by our claims team,we have determined that there appears to be some conflicting information from the inspection. Our team did contact the customers repair facility to gather the information we needed to reopen this clam and get a second inspection started. The repair facility reported to us that the customer removed the vehicle from the shop. In order for us to further address the customers concern, the vehicle needs to be inspected thoroughly to verify that the problem is covered under the terms of the customers service contract. We sincerely hope ******************** will return her vehicle to the repair facility and have them contact our claims department to open a new claim. Alpha Warranty Services stands ready to provide the support she needs and expects within the terms of the service contract she holds.

• Initial Complaint

  Date:02/08/2023

  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.

  My Jeep had a transmission issue, so I immediately took it to a repair company that works with Alpha Warranty. They were quick to figure out that the pump had failed, causing damage to parts in the transmission. They had a full inspection done before even reaching out to Alpha (~$600 including a heavy discount, which is not covered) I have been in constant contact with the tech there, who has been given the run around by Alphas adjuster. I called alpha as well, many times now as it has been over a month that my car is in the shop. I have been given laughably false timelines, conflicting information about the process and still have no idea if any of this will be covered. I was told coverage was approved but needed to be reviewed 2 weeks ago. I called Monday and they are now saying that they need a 3rd party inspection, which I was previously told had been done in the first week. I asked customer service for call logs or any verification that they have been communicating with the shop, but was told simply we have notes in our system. I need my car to work, to live, and $30 reimbursement doesnt even begin to cover what it would cost to be able to drive to work and home daily. All Im asking for is confirmation or denial of coverage, or even a solid timeline of when this will be resolved. This process has been ridiculous, and I am extremely disappointed with Alphas customer service and integrity.

  

  Business Response

  Date: 02/16/2023

  We're very sorry this customer has had such trouble with the ********************** on her vehicle. Alpha Warranty Services stands ready to provide the financial support she needs to get her vehicle repaired at a reputable repair facility. Unfortunately, the shop she had her vehicle at was very uncooperative and even went so far as to send fraudulent photos of another vehicle they tried to pass off as ********************. After much back and forth with ****************, as of February 16, 2023, Alpha Warranty Services has authorized payment of $3,600 to have her transmission replaced. We hope she is satisfied with the service she has received from her repair facility as Alpha Warranty Services has done everything in our power to make this process as smooth as possible for her within the terms of her service contract with us.