Complaints

This profile includes complaints for Alpha Warranty Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Alpha Warranty Services, Inc.

  PO Box 95790 South Jordan, UT 84095-0790

  
• 

  Alpha Warranty Services, Inc.

  11456 S Temple Dr South Jordan, UT 84095-7843

  
• 

  Alpha Warranty Services, Inc.

  PO Box 580 Riverton, UT 84065-0580

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/15/2025

  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.

  Since December 31st my vehicle has been in the repair shop. Ive been going back and forth pleading for help for them to give me answers to why my repair isnt fully covered when it says it should be. Labor and parts are covered but unless they agree to the labor I guess. My head gasket job was quoted to take 19 hours but they only want to approve 15.6 hours and instead of paying the $198 labor cost they are paying $158 which I would have to cover the difference for 15.6 hours and pay outta pocket the rest. They claim to get their pricing and hours for jobs from ******* labor guide. I got the online book and checked it out and it quoted it takes from 15 to 20 hours for the job. It doesnt say anywhere it takes 15.6 hours and they refuse to let me know how they got that exact number and why they are refusing to pay the remaining hours when they book they refer to doesnt state that exact hour. Its very emotionally draining and depressing to go through this and I am getting a lawyer also to deal with this issue

  

  Business Response

  Date: 01/16/2025

  Dear Mr. *************** understand how frustrating this process has been for you,and we appreciate the opportunity to clarify our position regarding your claim.
  Your claim involves a cylinder head gasket repair,and while we recognize the repair facilitys request for ***** labor hours,our reviewusing AllData, the industry-standard labor guide that you referenced in your complaintdetermined that the appropriate labor time for both sides is 15.6 hours. We understand your concern about how this specific number was calculated, but ******* provides labor times based on multiple factors, and our coverage is based on the standard labor time as outlined in the contract. We cannot control the prices charged by the thousands of repair facilities used by our contract holders, so we have to rely on the industry standard to ensure a fair price for coverage.
  Regarding the labor rate, while the repair facility charges $198.87 per hour, your contract specifies that we cover labor at the average market rate, which in this case is $153.97 per hour. This is not an arbitrary decision but rather a contractual guideline we must follow.
  Additionally, we want to highlight that while failures due to overheating are not covered under the contract, we made an exception as a gesture of goodwill to provide some coverage toward the head gasket repair to assist you. Our goal has been to provide as much support as possible within the terms of your agreement.
  We understand this has been an emotionally difficult situation, and we regret any distress this has caused you. If you have any further questions or would like to discuss this matter further, please feel free to reach out and well do everything we can to assist you. Thank you for your patience and understanding in these complex matters.

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22816776
  
  I am rejecting this response because:

  I reject this response because the mechanic diagnosed my vehicle. There was nothing wrong with my cooling system that wasnt causing overheating issues. My check engine light was on and it never overheated it was fluctuating so we immediately took it to the shop. No other repairs are needed on my vehicle except a head gasket repair. Those fail on their own from normal wear and tear its not always from overheating. Also youre assessing prices in different areas and totally different counties. I live in ******* *****. Im asking you to get prices in this area. Where yall are getting quotes from is like 40 minutes from me. You did not tell me that I would have to tow my vehicle to multiple shops outside of my county to get work done in your price range. Im just asking you to assess my county my area because theres nobody in my county that goes off of manor or buda pricing, etc.. I understand that you cant force shop to comply with pricing guidelines Im just asking you to assess my area pricing. Ive been hung up on and laughed at and completely disrespected by customer service ***resentatives and the supivisor was rude to me as well. This has been a very unprofessional and emotionally draining time dealing with your company. The supervisor I spoke to literally was trying to be deceptive. The calls are recorded I asked her for a list of shops in ******* my county that they work with or go off their pricing so I can take my jeep there and she said Respectfully I dont have to give you that information yet I look up utahs consumer protection website and consult an attorney and they said I am allowed that information. I called right back and another *** said she doesnt know why I was told that and she gave me a list but its OUTSIDE of my county. It shouldnt be this hard. I shouldnt be treated like this. I have noted all chats and everything to prove my claims of how disrespectful this company has been. Im asking you to go off my county on labor prices not others counties which I do not live. I already towed it to this shop for 1.7miles and it cost $140! Now yall want me to tow my vehicle 40 mins out  and 30 plus miles to another shop as thats the closest out of my county. I have tow under warranty but it only covers $100 and youre liable for anything else after. I wasnt made aware of that with my contract. Bastrop mechanics do not charge under $190 for labor yall arent listening and this isnt right. Yall need to state in your contract it doesnt matter where you live we wont address your area pricing it will be another county and youll need to tow the vehicle out of county to these shops if thats the case. Please do the right thing and assess my area ******* and not ******/Manor/****. Also please retrain your staff on how to properly treat clients and how to handle their anger and emotions professionally. Thank you
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 01/23/2025

  Dear Mr. ****************** you for your continued patience as we address your concerns regarding your claim. We understand that vehicle repairs can be stressful, and we appreciate the opportunity to clarify our position.
  First, regarding your statement that overheating was not an issue with your vehicle: Our records show that the overheating concern was entered by your repair facility during the online claim submission process.This information was not assumed by Alpha Warranty but provided directly by the repair facility, which factored into our claim determination. While we understand that head gaskets can fail for reasons other than overheating, the information submitted indicated that overheating was present.
  Regarding the labor rates: Alpha Warranty assesses labor costs based on a market average within a 20-mile radius of the repair facilitys zip code. In your case, we reviewed six independent repair facilities within that range, and the average labor rate was $153.97 per hour.Your repair facility's labor rate of $198.87 per hour exceeds this average.While we cannot dictate what a shop charges, we determine coverage based on standard market rates. If a repair facility's rates exceed the average, the policyholder is responsible for the difference.
  We understand your frustration about towing costs. Your contract outlines that towing is covered up to $100. Any additional costs beyond that are the responsibility of the contract holder. While we strive to provide flexibility in repair options, we cannot guarantee that every shop in a specific county will align with pricing averages. We did, however, provide a list of alternative repair shops that fall within the average labor rate,though we acknowledge that some are outside of your immediate county.
  Regarding your concerns about customer service interactions,we take all feedback seriously. We have reviewed our internal records,including call logs and notes, and have found that our representatives remained professional. If at any point an attorney was mentioned as representing you,per company policy, we must refer all further communications to legal *********** such cases, we request that your attorney contact us directly.
  We understand this is a frustrating situation, and we regret that our explanation has not met your expectations. However, our position remains unchanged. The claim has been authorized according to your contract terms, and the out-of-pocket costs have been clearly explained. If you have any additional questions or if your attorney would like to reach out, we are happy to review any correspondence with our corporate counsel and claims team.

• Initial Complaint

  Date:01/07/2025

  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.

  I had a claim submitted for work to be done. For the second time they are not covering diagnostic fees which the contract says they will cover. They are also trying to argue time it takes to replace a part even though the process is more significant than a normal car due to it being a diesel truck. They knew what truck they were warrantying. The bill for work is around $1500 and AFTER the warranty kicks in they are only paying around $500 on parts and labor on something the contract says they will cover. I paid around $4000 for this warranty for them to tell me they won’t cover things that are stated they are covered in the contract.

  

  Business Response

  Date: 01/10/2025

  Dear Mr. ********,
  Thank you for reaching out and sharing your concerns regarding your recent claim. We understand that the claims process can sometimes be frustrating, and we appreciate the opportunity to clarify the situation and address your concerns.
  After thoroughly reviewing your claim and our records, we would like to provide some details regarding how this claim was adjudicated:
  Diagnostic Fees:
  Your contract provides coverage for diagnostic fees directly related to covered repairs. In this instance, we approved 0.8 hours of diagnostic labor: 0.3 hours for the coolant pressure test and 0.5 hours for code retrieval. These times are consistent with industry standards and align with the coverage outlined in your contract.
  Labor Time Discrepancy:
  For the thermostat repair, the labor allowance is based on industry-standard Alldata labor times, which calculate 3.0 hours for the repair. While the repair facility requested 5.5 hours, we can only approve the standard time as outlined in the contract.
  Non-Covered Items:
  Regarding the wiring harness, this component is not listed under the "What Is Covered" section of your contract. As such, it is not eligible for coverage under your service plan.
  Parts Coverage:
  We approved the thermostat-related parts at full MSRP, in accordance with your contract. The repair facility's requested amount included a markup above MSRP, which is not reimbursable under the terms of your coverage.
  We strive to ensure every claim is handled fairly and in accordance with the terms of the service contract. We understand your concerns regarding the costs and coverage, and we assure you that we adjudicated this claim in line with your contract provisions.
  If you have additional questions or would like further clarification about this claim or your coverage, please don’t hesitate to contact our customer service team. We are here to help and ensure your experience with us is as smooth and transparent as possible.
  Thank you for choosing our service, and we appreciate the opportunity to address your concerns.

• Initial Complaint

  Date:12/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought an unlimited mileage zero deductible extended warranty thru Alpha Warranty in July of 2024, on dec 4th the vehicle associated with the extended warranty blew a motor. It was towed into Tuffy repair on Dec 4th where it has been sitting waiting warranty approval. At first Alpha was sending out a adjusted to inspect the vehicle after about 2 weeks I was informed they could not send an adjuster to inspect the vehicle because they were "short staffed", it is now almost a month later and I'm being told that if I want the vehicle repaired I must first pay 2k to have the car torn down so they can get better pictures, I'm also being told that the 2k tear down cost would come out of my the total amount the claim would pay so that 2k would be out of my pocket due to the repair cost. I have called several times and requested a supervisor call me back and I have received no response.

  

  Business Response

  Date: 01/02/2025

  Dear Mr. **************** you for bringing your concerns to our attention. We understand how frustrating it can be to face delays during the claim process,and we appreciate the opportunity to address your complaint and clarify the situation.
  1. Claim Timeline and Teardown Requirement
  We initiated your claim on December 4th, 2024, and received the repair facility's estimate on December 9th. At that time, we informed the repair facility that a teardown of the engine was necessary to inspect the internal components and determine the cause of failure. This step is a standard requirement under your service contract to ensure that the repair aligns with the terms of your coverage.
  While we initially attempted to arrange for an inspector,there were delays due to staffing shortages from our inspection partner. To avoid further delays, we requested self-inspection pictures from the repair facility, which were partially submitted. Unfortunately, additional teardown is required to access the crankshaft journals for complete evaluation.
  2. Teardown Costs and Contract Terms
  As outlined in your service contract, the teardown must be authorized by you,the contract holder. If the claim is approved, the teardown costs will be included in the total authorized labor cost and covered under your contract's terms, subject to the limits of liability. However, if the claim is denied, the teardown costs remain the customers responsibility.
  If the ********************** facility has requested upfront payment for the teardown, this arrangement is separate from our process and would need to be discussed directly with them. In some cases, repair facilities may refund upfront teardown costs after a claim is approved.
  3. Communication and Follow-Up
  Our records indicate that a supervisor has already reached out to explain the teardown process and associated costs. We apologize if this explanation did not fully address your concerns, and we regret that you have felt unsupported during this process. We remain committed to resolving this claim as promptly as possible.
  4. Current Status
  At this time, we are awaiting the completion of the teardown to the point of failure, including the required pictures of the crankshaft journals. Once the teardown is complete and documentation is received, we will promptly review the claim and make a determination.
  We understand your frustration and are committed to ensuring that the process is clear and fair. If you have any further questions or concerns, please dont hesitate to reach out to us directly at ************. We appreciate your patience as we work toward a resolution.

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 1st 2021 i bought a use jeep grand Cherokee and bought a car Warranty thru alpha Warranty..5 yr unlimited a+ and a enhanced plan.nov 11th 2024 it developed a slight ticking noise,took it to patriot jeep in pryor Oklahoma. They diagnosed as rocker and camshaft on the driver side...it was found 2 rockers on the intake cam were going bad with deamination on cam and a completely failed rocker..the motor is a 3.6 vvt jeep motor...in the 80,000 miles i put on the jeep i have proof of 18 oil changes...alpha denied my claim saying I didn't keep up on maintenance saying...according to jeep website they recommend oil changes between 7500-10,000 miles..mine on average were between 4000-5000miles...right now my jeep has approximately 212,000..the mechanic who worked on it...in his notes never mentioned any sludge and said cause was a rocker arm failing and I gave alpha proof of my oil changes

  

  Business Response

  Date: 12/20/2024

  Dear *****,
  Thank you for bringing your concerns to our attention. We
  take these matters seriously and appreciate the opportunity to address your
  experience with your Vehicle Service Contract (VSC).
  Reason for Claim Denial
  After thoroughly reviewing your claim, the denial was based
  on findings outlined in the Repair Facility’s photos and documentation
  submitted during the claims process. Specifically:
  Sludge
  Build-Up:
  The
  photos provided by the Repair Facility visibly showed sludge build-up on
  the camshaft. This condition is indicative of a lack of proper
  maintenance, as described in the VSC terms.
  While
  your mechanic may not have noted the sludge explicitly, our claims team
  relies on photographic evidence to assess the condition of components.
  Contract
  Terms:
  According
  to the “What’s Not Covered” section of your contract, repairs related to
  sludge, improper maintenance, or related issues are excluded.
  The
  contract also excludes repairs resulting from a lack of proper and
  responsible maintenance, regardless of the documented oil change
  intervals.
  Oil Change Records
  We commend you for providing proof of 18 oil changes over
  the 80,000 miles driven. However, there were gaps between some oil changes, and
  the condition of the camshaft suggests insufficient maintenance to prevent
  sludge accumulation. Jeep’s manufacturer guidelines recommend oil changes
  between 7,500–10,000 miles under normal conditions, but adherence to these
  intervals alone does not ensure that proper maintenance was consistently
  performed to prevent damage.
  Final Resolution
  We understand this is a frustrating situation, and we regret
  that the claim outcome did not meet your expectations. Our claims team is
  committed to reviewing every claim thoroughly and fairly under the terms of the
  service contract purchased. Unfortunately, due to the contract exclusions and
  the findings from this claim, the denial remains valid.
  If you have additional documentation or questions, we
  encourage you to contact us directly at ###-###-####. We value your business
  and are here to help with any future concerns.

  Customer Answer

  Date: 12/20/2024

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

  You say there was gaps in my maintenance...i sent you proof of all the oil changes..so could you provide proof of any gaps...when I submitted proof of my oil changes your agent missed a page that had multiple oil changes.

  Now you say factory recommend oil changes isn't enough..yet in my contract you state I must adhere to factory recommendations...if so shouldn't I've been notified?..and if you noticed most of the oil changes were well before factory recommended

  

  Business Response

  Date: 12/20/2024

  Hi *****,
  Thank you for your response and for providing additional context regarding your concerns. We understand this situation is frustrating and appreciate the opportunity to clarify our position regarding your claim.
  Review of Maintenance Records
  Our claims team carefully reviewed all the service records submitted, and we want to address your concerns about gaps in maintenance:
  Credible Records Submitted:
  The verifiable oil change records submitted were:
  6/24/23 at 188,480 miles
  11/29/23 at 198,157 miles
  3/14/24 at 202,185 miles
  7/9/24 at 207,111 miles
  10/25/24 at 211,101 miles
  Identified Gaps:
  Based on the purchase odometer reading of 131,586 miles, there is a gap of 56,894 miles from the time the vehicle was purchased until the first credible oil change record on 6/24/23.
  For the submitted set of records without invoices, these cannot be validated as proof of completed service.
  Factory Maintenance Recommendations
  You are correct that the VSC requires adherence to factory-recommended maintenance. Jeep recommends oil change intervals of 6,000 miles under standard conditions. However, the visible sludge build-up on the camshaft, documented in the repair facility photos, is consistent with prolonged oil degradation, which may occur when regular maintenance is not consistently performed or when gaps exist in the service history.
  Sludge and Contract Exclusions
  Unfortunately, sludge build-up is a contract exclusion under the "What’s Not Covered" section of your VSC:
  “Repairs resulting from rust, carbon deposits, sludge, corrosion, or water intrusion.”
  Even with adherence to mileage intervals, sludge accumulation indicates that the engine may not have received the necessary care to prevent oil degradation over time, impacting the claim’s eligibility.
  Notification of Maintenance Concerns
  We recognize your frustration regarding the lack of proactive notification about maintenance issues. However, as a VSC provider, we do not monitor individual maintenance records throughout the life of the vehicle. Instead, claims are evaluated based on records submitted during the claims process.
  Final Position
  We appreciate your diligence in submitting your records and engaging in this process. Unfortunately, based on the verifiable documentation and findings of sludge, the denial of this claim aligns with the terms of the VSC.
  Should you have additional records or questions, please reach out to us directly at [contact information]. Our team remains committed to providing the best service possible under the terms of your coverage.

  Customer Answer

  Date: 12/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** ******* your adjuster needs help...that gap of 50,000 miles...is easy covered on the Vaseline page i 1st submitted...in my earlier post I said you guys missed 1 complete page of 8-9  oil changes information...when I first called about why I was rejected the agent mentioned this gap..so I explained to her that it was there...then I even sent her another copy of the page ...so i suggest you open up my case...look at all the oil changes and reevaluate my claim...and you say oil changes should be 6000 miles...funny jeep actual web page says 7500-10000...and mine on average was 4400 miles...and i bought my jeep with 131,000 miles on it...I have no clue to the condition of the motor before I bought it...so go back thru my submitted paperwork...again for the third time you missed a complete page of information and on 11/11/24 i talked to a agent named Christine and sent her another copy of it

  

  Business Response

  Date: 01/02/2025

  Dear *****, 
  Thank you for your follow-up regarding your claim. We appreciate the additional information you’ve provided and your continued engagement on this matter. Allow us to address your concerns directly.
  1. Missing Maintenance Records
  We understand your frustration about the missing page of maintenance records. Our claims team reviewed the documents initially submitted and the additional page you mentioned from November 11, 2024. Despite these submissions, our determination remains unchanged.
  While your records may reflect oil changes at appropriate intervals, the photos provided by the repair facility revealed significant sludge buildup in the engine. Sludge buildup is indicative of improper or insufficient maintenance over the life of the vehicle, as outlined under the “What’s Not Covered” section of your service contract.
  2. Manufacturer vs. Contract Maintenance Standards
  We recognize your point about Jeep’s manufacturer guidelines for oil changes. However, your service contract requires adherence to the manufacturer’s specifications as a baseline, and failure to maintain the engine to those specifications can result in claim denial. Additionally, the presence of sludge buildup indicates maintenance beyond the submitted records may not have been completed to standard, regardless of mileage intervals.
  3. Prior Vehicle Condition
  We understand your concern regarding the condition of the engine when you purchased the Jeep at 131,000 miles. However, the service contract excludes coverage for pre-existing conditions or damage caused by improper maintenance prior to contract inception. The visible damage and sludge buildup in the engine fall within these exclusions.
  4. Next Steps
  While we sympathize with the challenges you are facing, the denial of your claim was based on clear terms outlined in your service contract, supported by photographic evidence and the repair facility’s report. If you have additional documentation or photos that you believe were not considered, we encourage you to submit them for further review.
  We strive to handle all claims fairly and transparently.

  Customer Answer

  Date: 01/02/2025

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

  I notice you didn't say you found the missing maintenance records.that prove on average a oil change every 4400 miles...btw that's well below what jeep recommends...I've provided those records twice..and you seem unwilling to even look at them..I've been reading up on the jeep 3.6 which I have...they say sludge is a problem so is rockers going bad..which there is a class action suit filed in 2022...the last 7-8 oil changes i used synthetic oil which is supposed to fight sludge...since im not getting anywhere with you I've already filed a fraud report with the ftc..and now my only choice is to file a small claims lawsuit...and let you explain to a judge that I exceeded factory recommendations and contract recommendations yet you don't feel that was enough

• Initial Complaint

  Date:12/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a warranty with my 2019 Jeep Cherokee in 2021, paid $2000 for it believing it should cover any issues that should arise. September 2024 vehicle was at 132k miles and check engine light came on so I brought it in to a local dealer to be looked at. They called and told me that the Jeep needed an engine replacement and that they initiated a claim with Alpha Warranty. I was told to provide all service records which I did and they were sufficient all oil changes were on time. After waiting for the garage to tear down the engine and find the point of failure after 2 months it was finally completed. I was told about a specific clause in the contract that states "if the failure is because of worn/burnt/collapsed or carboned pistons" it wouldn't be covered. they sent a 3rd party inspector out to look at it and then determined that there was scoring present to #4 bearing, all piston rings were seized, #3 was broken resulting in scoring to the cylinder wall and you guessed it the piston rings were seized due to carbon. the one clause making my engine replacement ineligible. The garage stated any turbo engine vehicle would have some carbon in the pistons even when well maintained as mine was. Even something with as little as 40k miles on it. This clause in the contract is unacceptable. My vehicle was well maintained, this failure was not due to any negligence on my part. Now I need to pay $11k to fix it or roll over the remaining balance of the jeep loan which is $12700. This company does not do very good business and I am very dissatisfied with the outcome of my claim.

  

  Business Response

  Date: 12/18/2024

  Dear Ms. ****************** you for taking the time to share your experience. We understand how frustrating it can be to face costly repairs, and we regret that the outcome of your claim did not meet your expectations.
  After conducting a thorough review of your claim and the inspection findings, wed like to provide clarity regarding the decision:
  The inspection revealed that the engine failure resulted from piston ring land damage, including seized piston rings due to carbon buildup, causing cracks and scoring to the cylinder wall. While we acknowledge that your vehicle was well maintained, the failure falls under an exclusion outlined in your contract. Specifically, the contract states that repairs to address issues caused by "worn, burnt, collapsed, or carboned piston rings or valve parts" are not covered.
  The adjuster and inspection team reviewed all available information to ensure the claim was handled according to the terms of the contract. Unfortunately, since the failure was directly related to an excluded cause, we were unable to approve the repair.
  We understand your concerns about this exclusion,particularly as it pertains to turbocharged engines. However, these terms are designed to ensure transparency and to define the scope of coverage under the service contract. We strive to make these details as clear as possible so customers can make informed decisions at the time of purchase.
  If you would like further clarification or assistance in reviewing the terms of your contract, please dont hesitate to contact us directly. 

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22703259
  
  I am rejecting this response because:any normal engine would have carbon build up of some sort. Your clause excludes all vehicles for engine replacement then and I find this to be an unfair practice and a way for your company to keep money in their pocket.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:12/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car warranty from Alpha Warranties when I bought my used truck. Test drove it and it ran great drove it home and three days later the check engine light came on. Took it to a certified mechanic and they told me it needed a turbo. The warranty company denied it saying there’s no way a turbo just went out in three days. I fought it enough they opened it back up to look at it and said they would pay for it if they couldn’t prove it was pre existing damage. Well 3 days later they denied it again stating since I told them the check engine light came on they wouldn’t pay it. What’s the point of a car warranty if they work harder getting out of it than they do helping you! Moral of the story don’t buy a car warranty from Alpha Warranties!

  

  Business Response

  Date: 12/10/2024

  Dear Mr. *******,
  Thank you for taking the time to share your concerns. We
  understand how frustrating it must be to face unexpected repair costs and feel
  that your warranty coverage didn’t meet your expectations. At Alpha Warranty
  Services, we strive to provide clear communication and support, and we regret
  that this experience has left you dissatisfied.
  After thoroughly reviewing your claim, the decision to deny
  coverage was based on the specific terms of your contract and the details
  provided during the claim process. The diagnostic data from your vehicle’s
  computer (PCM) and the repair facility indicated that the turbo failure was
  pre-existing. The freeze-frame data showed the failure occurred 64 miles prior,
  consistent with damage that could not have developed within the three days
  following the start of your coverage.
  While we reopened the claim to explore any potential for
  coverage, the findings confirmed the failure predated the start of your
  contract. Unfortunately, pre-existing conditions are not eligible for coverage
  under the terms of your agreement.
  We understand this outcome is disappointing and appreciate
  your frustration. Transparency is a key part of how we operate, and we
  encourage you to review your contract’s terms and coverage details. If you have
  any additional questions or concerns, please don’t hesitate to reach out to us
  directly at ###-###-####. We value your feedback and remain committed to
  helping our customers within the scope of their coverage.
  Thank you for bringing this matter to our attention and
  allowing us the opportunity to address it.

• Initial Complaint

  Date:12/05/2024

  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.

  Hi, I purchase a 2016 ******** Escalade on 9/21/2024 for ****** from ************** in ********. I also purchase a waranty from Alpha Waranty for $3,038 that covered powertrain. About one I started having problems. I called lpha warranty and a claim was filed. They informed me to take the car to a waranty approved repair shop. I took the car to 611 Transmission at ***********************************************************************. Alpha Waranty sent the shop a used Transmission and the repair shop installed the Transmission and got my car back on Nov. ******. Alpha Warranty stated that the Transmission had a 15 month waranty and any problems they would replace it. The car started given me similiar problems and I informed them that I wasn't satisfied with the repair shop and I was taking the car to a different approved repair shop. My car is in the shop and Alpha Waranty is telling me that it under review for approval. The transmission they sent was bad. I didn't even have the car back 30 days.

  

  Business Response

  Date: 12/10/2024

  Dear Mr. ****************** you for sharing your experience. We sincerely regret the challenges youve faced and understand how frustrating it is to encounter recurring issues with your vehicle after a repair. Please know we are committed to ensuring your concerns are addressed and that your warranty works as intended.
  Regarding your original claim (CL10478232), we understand that the transmission was replaced with a part sourced from one of our approved vendors, as per your election. Unfortunately, it appears that the unit has failed, and we deeply regret the inconvenience this has caused.
  The replacement transmission is covered under the vendors warranty, and we are actively working with the repair facility and the vendor to expedite the process and resolve the issue for you. Our team is reviewing the current claim to ensure everything proceeds smoothly, and we are prioritizing this matter to minimize any further disruption.
  We appreciate your patience as we work to address this issue. If you have additional questions or need further assistance, please dont hesitate to reach out to our claims team directly at ************. Your satisfaction is important to us, and we are committed to resolving this matter as quickly as possible.
  Thank you for bringing this to our attention, and we appreciate the opportunity to make things right.

  Customer Answer

  Date: 12/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. What lpha Warranty is saying is acceptable to me.
  
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22646384
  
  I am rejecting this response because:Please contact Alpha Warranty about payment for my truck. The repair shop was not able to reach them. The repair shop is waiting for payment and will not start repairs until they work out payment arrangements. 

  
  

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

  

  Business Response

  Date: 01/16/2025

  Dear Mr. *************** understand your concerns regarding the payment for your trucks repairs and want to clarify the situation to help resolve this matter.
  Since this claim involves a part provided by the parts vendor, the payment arrangements for the repair are between your repair facility and the vendor, not Alpha Warranty. Our resolutions team has been actively working on this on your behalf, including contacting the parts vendor for an update.
  Last week, we provided your repair facility with the vendors contact information so they could coordinate directly. As of yesterday, the parts vendor informed us they attempted to contact your repair facility but were unable to leave a message. They also noted they were waiting to hear back from the repair facility regarding any additional costs before moving forward.
  We encourage the repair facility to continue coordinating directly with the parts vendor to finalize the payment details so the repairs can proceed. This arrangement helps eliminate the "middle man" from the repair facility and the parts vendor. If theres anything further we can do to assist in facilitating communication, please let us know.

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********** sells product based on untrue information. Was assured my vehicle passed a 120 point inspection, hold music of said dealership confirms ALL vehicles pass 120 point inspection, this is untrue. Dealership wouldn't assist or take the vehicle back. Cost me $12,900 in repairs.

  

  Business Response

  Date: 12/09/2024

  Dear ********,
  Thank you for sharing your feedback. We understand how frustrating it must be to encounter unexpected repair costs after purchasing a vehicle that you believed had undergone a thorough inspection.
  We want to clarify that Alpha Warranty Services is not involved in the sale, inspection, or pre-sale practices of any dealership. Our role begins when we partner with dealerships to offer extended warranty plans that help protect our customers against unforeseen mechanical issues after their purchase.
  It seems your concerns may be directly related to the dealership's sales practices or inspection process. We recommend reaching out to them to address the discrepancy about the 120-point inspection. If your vehicle is covered by an Alpha Warranty Services plan and you have questions about your coverage or claim eligibility, wed be happy to assist you.
  Our goal is to provide exceptional support and service, and we regret that this situation has led to a negative impression of our company.Please don't hesitate to contact us directly at ************ if we can help clarify or support you in any way.

• Initial Complaint

  Date:11/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The warranty company refused to honor the contract My mecanic faxed the issues of the jeep and what needs to be done The warranty company asking for tear down the engine which is a trick they do for the company don't want to fix the problem Because tear down the engine cost 8000 dollars no customers can spend this money and they know it that's why they came out with this solution for customers give up MY MECANIC DIAGNOSED THE ISSUES THEY SENT TO THE COMPANY THE COST TO GET DONE AND THEY REFUSED

  

  Business Response

  Date: 12/02/2024

  Dear ********,
  Thank you for bringing your concerns to our attention. We understand your frustration regarding the handling of your Jeeps claim, and we appreciate the opportunity to provide further clarification about the situation.
  
  Understanding the Claim Process
  When your repair facility (RF) initially submitted a claim on September 27, 2024, it included multiple reported issues:
  A clogged radiator, seeping head gasket, and thermostat housing, none of which are covered under the terms of your *************** Contract (VSC).
  The RF later revised their report to indicate the water pump as the primary point of failure, which is a coverable component under your VSC.
  Given the importance of verifying the failure of the water pump before proceeding, our adjuster explained that a teardown inspection might be required. This step ensures that the diagnosed issue aligns with the terms of your coverage and enables us to make an informed decision about the repair.
  
  Why Is a Teardown Needed?
  The water pump in your Jeep is located inside the engines timing cover, making it an internal component. Unlike external water pumps that can be visually inspected, confirming the failure of an internal water pump requires disassembly of the engine. This inspection step is standard practice in such cases and is vital for:
  Ensuring the failure matches the diagnosis submitted by the repair facility.
  Confirming the root cause of the failure to verify coverage under the VSC.
  Without this inspection, we are unable to proceed with approving or denying the claim.
  
  Efforts to Move Forward
  Since the claim was opened:
  Resolutions and Sales Teams: Have been working with your repair facility and you to explore potential goodwill assistance.
  Request for Estimate: We requested an estimate from the repair facility as part of the process to evaluate goodwill options, but we did not receive this estimate during the month-long review period (October 131, 2024). This lack of information stalled the process.
  Attempts to Communicate: Between November 8 and 19, 2024, our team made multiple attempts to contact you to discuss next steps. On November 20, 2024, you declined to approve the teardown, stating that you believed it was unnecessary.
  
  Next Steps for Resolution
  While we respect your concerns about the teardown process,it is a required step to confirm failure and determine eligibility for coverage. Additionally, without this confirmation, any goodwill assistance cannot be pursued further.
  To move forward, we recommend:
  Approval of the Teardown Inspection: This will allow us to confirm the failure of the water pump and evaluate your claim based on the VSC.
  Providing an Estimate from Your Repair Facility: This will help our Resolutions team explore goodwill assistance options.
  If you have specific questions or would like to discuss this further, please feel free to contact us directly. We are here to help and will do our best to resolve your concerns promptly.
  
  Commitment to Customer Support
  We understand that this process has been frustrating, and we sincerely apologize for any inconvenience caused. Our goal is to ensure every claim is handled fairly and in accordance with the terms of your contract. We hope to work with you and your repair facility to resolve this matter as quickly as possible.
  Thank you for your patience and understanding.
  Sincerely,
  Alpha Warranty Services

• Initial Complaint

  Date:11/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June of 2024, I bought a car from ******** Auto Sales and paid it off in August 2024. I went in to ******** Auto Sales and filed the cancellation paperwork for *** coverage on the car. They told me 6-8 weeks is the normal turnaround time for a refund. I called them back just after the 8-week **** and was told they hadn't received anything from the *** provider. I got the phone number for Classic Administration Systems (the *** provider) on 11/18/24 and they told me that they had confirmed cancellation on 10/28/24, and that it is up to the third party Alpha Warranty to get my refund. I then called Alpha Warranty, and after being on hold and explaining the situation, and being told that they didn't even see it cancelled in the notes of my account, the woman on the phone said it would be 45 days from when Classic had confirmed the cancellation. I asked her why it was 45 days and she couldn't explain why it would take so long. She said that's just how long it takes. 45 days to process a refund? 108 days (if alpha warranty gets me my refund on time) will be the length of this entire process. I probably won't ever buy a car from **********, or at least get warranty or *** services, ever again. I had an easier time getting $25,000 from an insurance company.

  

  Business Response

  Date: 12/02/2024

  Dear Brighton,
  Thank you for taking the time to share your experience with us. We truly value your feedback and the opportunity to address your concerns.We sincerely apologize for any inconvenience caused by the time it has taken to process your *** refund, and we hope to provide clarity and resolution regarding your case.
  
  Timeline and Updates on Your *** Refund
  After reviewing your account, heres a summary of the steps taken regarding your cancellation request:
  Initial Cancellation Request:
  You first contacted Classic Administration Systems (the *** provider) regarding your cancellation. They confirmed on October 28, 2024, that the cancellation was processed on their end.
  Alpha Warranty Services' Involvement:
  On November 18, 2024, you contacted our Customer Support team to inquire about the status of your refund. At that time, there were no cancellation notes on your account, so our representative escalated your case to our Sales and Contracts team for further investigation.
  On November 19, 2024, you followed up for an update. Our team advised you that it could take up to 45 days from the cancellation date (October 28, 2024) for the refund to be processed, as outlined in the standard timeline for *** refund processing.
  Resolution and Finalization:
  On November 26, 2024, the required cancellation documents were attached to your contract, and the cancellation was finalized. At this point, the refund process was officially initiated.
  
  Why Does It Take 45 Days?
  We understand your frustration with the refund timeline. The 45-day processing period accounts for multiple steps, including:
  Verification and coordination between the *** provider, Alpha Warranty Services, and your dealership.
  Ensuring all required cancellation documents are received, reviewed, and processed.
  Issuing and distributing the refund.
  We recognize that this timeline may feel excessive, and we are actively exploring ways to streamline the process to provide quicker resolutions in the future.
  
  Next Steps
  As your *** cancellation was finalized on November *******, the refund process is well underway. Based on the 45-day timeframe,you can expect your refund to be completed by early January 2025.
  If you have any questions or need further updates, please dont hesitate to reach out to us directly. You can also contact our Customer Support team at any time for clarification on your refund status.
  
  Commitment to Improvement
  We regret that this experience has caused you frustration,and we appreciate your patience throughout this process. Your feedback has been shared with our team, and we are committed to improving our systems and communication to ensure smoother and more efficient service in the future.
  Thank you for bringing this to our attention, and please let us know if there is anything further we can do to assist.

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22612761
  
  I am rejecting this response because:

  If I were to receive the refund on 1/1/25 this will be a refund that took 127 days to receive. I figured when I went into the dealership and signed the cancellation paperwork there wouldnt be any hoops like calling two different companies, a 45 day processing period after I had to call after not hearing anything from either companies ever, and a BBB complaint. Your phone operator told me it would be 45 days from when I called, and now its 45 days from the 26th? Thats 6 business days to finalize a cancellation. There has been zero correspondence from anyone. Not a confirmation letter, email, call, text nothing. Early January 2025 could be the 2nd to the 14th, which is it? What if I had never called and just waited for the check in the mail or a call from the dealership? Alpha Warranty would have never finalized the cancellation, and Id be out of the money. Is this process stupidly long, because Alpha Warranty wants people to forget about it? I feel like a reliable and trustworthy company would have said, Hey, weve processed your request and heres a timeline so you know were serious. No wonder the wise people in life tell you to never buy a warranty.
  
  Sincerely,
  
  *********************