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:11/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a warranty when I purchased a used vehicle. Last week I filed a claim about a transmission issue that arose). That's why I purchased the company's plan when I bought my used vehicle from the dealer. The plan "covers" And I quote from the plan text: " all internally lubricated parts of the transmission" and further lists " for example" and lists other parts including "oil pump". I have evidence from the dealer and informative articles on the internet that is the case here that transmission fluid , (oil of a certain weight and detergent type). is pumped by the valve body in question to cause the transmission to shift . (Does that not make it "internally lubricated").The warranty company insists that the part number is not on their "list". I asked them for a copy of that list. They will not comply. Here's the rub(s) . Because all the parts are not listed, the list seems to be unavailable , the ambiguity of their contract in that if the part aint listed it aint covered, but the contract also specifies that the list is "for example" implying the obvious that from the sheer number of manufacturers and subsequent part numbers that some flexibility is innate in their services unless they are programmed like it seems to deny, deny, any claims, the sheer number of complaints about this company on your site, I deduce the following. Their coverage is fraudulent because under those auspices I have outlined and with no reference available to me from them, (altered or unaltered ....would I trust a list from them? probably not at this junction), their insistence that only "clerks" and not the true decision makers at the company are available to speak to or communicate with, their seeming inflexibility on definitions the conclusion rears its ugly head that NO claim, ( like in the ***** python sketch), I make would ever be honored. i beseech you to intercede because your reporting of complaints about them and the subsequent resolution of them

  

  Business Response

  Date: 11/15/2024

  Dear Mr. *************** you for bringing your concerns to our attention and providing detailed feedback. We understand how frustrating it can be to navigate the claims process when there is uncertainty about coverage. Wed like to address your points directly and clarify where things currently stand.
  Your warranty is a Refresh A La Car contract, which provides coverage for specific components outlined in the "Covered Components"section of your agreement. While the valve body is integral to the transmission and directs fluid, it is not categorized as an "internally lubricated component"in the context of the contract. This distinction is based on the fact that the valve body does not rely on lubrication to prevent wear as moving parts do.
  Initially, the claim was denied based on this interpretation. However, upon further review, the decision was reconsidered,and the claim was reopened yesterday. We are now working on obtaining part quotes to finalize the process and move forward with coverage promptly.
  To address your concern about the availability of a "list" of parts: the list referenced in your contract is comprehensive, and no separate internal list exists. This means the coverage details in your contract are the same as those we use to evaluate claims. If you do not have a copy of your contract, wed be happy to provide one to ensure you have all the information you need.
  I also want to acknowledge your broader concerns about transparency and customer service. We aim to resolve claims fairly and in accordance with the terms of our contracts, and regret if your experience has felt otherwise. Please rest assured that we are working diligently to address your claim and will keep you updated as we progress.
  Thank you for your patience and for giving us the opportunity to resolve this issue. If you have any additional questions, feel free to reach out directly.

  Customer Answer

  Date: 11/19/2024

   
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:11/01/2024

  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.

  My mechanic at *********************** tried to make a claim about my transmission and they said they don't cover it ITS A TRANSMISSION!!! there supposed to cover that. My plan is the best one they sell I purchased it at ******* dealership in *********** they giv you this fancy flier showing how they cover EVERYTHING and they don't cover nothing I'm soooo ****** I bought this. I should hav researched it before I purchased it. UGHHHHHH!!!!

  

  Business Response

  Date: 11/04/2024

  Hello ****,
  We understand your frustration and sincerely apologize for any disappointment regarding your service coverage.
  After looking into your claim, I see that the issue is related to the valve body and blower motor resistor, which arent included in your *************** Contract (VSC). Our VSC covers many key components, but some partslike thesearen't listed for coverage. We regret if there was any miscommunication at the dealership that made this unclear, as we want all of our customers to feel well-informed about their coverage.
  We know car repairs can be stressful, especially when unexpected issues arise. If you'd like, wed be happy to go over your coverage in detail and answer any questions to help ensure youre comfortable with whats included. Please call us at ************. Your feedback is valuable to us, and we appreciate the chance to clarify and support you however we can.

• Initial Complaint

  Date:10/24/2024

  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.

  Purchased powertrain warranty for a used vehicle, vehicle broke down within 8 months I did oil changes every 3000 miles full synthetic motor oil! they do not want to honor the warranty for a tiny bit of oil sludge on the oil pan which would never cause the crank shaft bearing to fault, now Im stuck with a 12,000$ loan and a 12,000$ estimate from Astro transmission to fix my car how does this happen to honest Americans who are really relying on their transportation

  

  Business Response

  Date: 10/25/2024

  Dear *****,
  Thank you for taking the time to share your feedback. We understand how distressing it is to face unexpected repair costs, and we appreciate the opportunity to address your concerns.
  After reviewing the details of your claim, we would like to clarify our findings and the reasoning behind our decision. Your claim was initiated on 09/19/2024, when the vehicle was brought in for engine issues related to bearing failure. As part of our standard procedure, we requested maintenance records to verify consistent care of the vehicle. While you did provide records for oil changes, there were gaps in the service intervals, including a period where only a top-off was performed.
  To ensure accuracy, we proceeded with a teardown and inspection, which revealed sludge buildup throughout the engine, including the oil pan, along with evidence of multiple bearing failures. Unfortunately, the presence of sludge indicates potential maintenance issues, as it often results from a lack of regular oil changes or improper maintenance practices. According to the terms of your contract, failures resulting from sludge or improper maintenance are excluded from coverage. This is clearly outlined in the "What is Not Covered" section, lines 8 and 9.
  We understand your concern that the sludge may not have directly caused the bearing failure. However, bearing issues often arise from a lack of proper lubrication, which can be associated with engine sludge. Given the findings of the inspection and the details of the service records, we must adhere to the contract terms.
  We know how much you rely on your vehicle, and we regret that we couldnt provide the coverage you were hoping for. If you have further questions or would like to discuss this matter in more detail, please dont hesitate to reach out. We value our customers and strive to handle all claims fairly and transparently.

• Initial Complaint

  Date:10/10/2024

  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 first week of October my daughters' 2017 Buick Encore showed a P1101 code and suddenly had an issue with acceleration. She took it to the dealer where the car was purchased on October 9, 2024. They found that the plastic tab on the intake manifold (a covered part) had broke off and was lodged in the hose to the pcv valve which caused level for the vacuum to be low which caused the P1101 code to be shown when tested. Alpha refused to pay on the warranty stating it was an external part that caused the issue, which is not covered. This is ridiculous because it is part of the intake manifold not a separate component - a piece of the intake manifold that broke off. This is the second time we have had an issue with Alpha not covering parts under the warranty on this car.

  

  Business Response

  Date: 10/23/2024

  Hi *****, after a closer look at your claim, our team has updated their position and has authorized the claim for reimbursement per the terms of your service contract. We sincerely apologize for the confusion and hope to get this repair fully completed.

• Initial Complaint

  Date:09/25/2024

  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.

  My vehicle was dropped off at ************* **** I'm getting the run around about the repair. I purchased a plan with Alpha Warranty Services, and they don't want to honor the repair. It's very frustrating to spend all my money to get the service contract and then be told the repair is not being honored.

  

  Business Response

  Date: 09/26/2024

  Dear Mr. ******************** you for reaching out and sharing your concerns. We understand how frustrating this situation has been, and wed like to clarify where things currently stand with your claim.
  We are fully committed to honoring your coverage according to the terms of your contract, and we are simply waiting for confirmation of the failure related to the A/C evaporator core. The repair facility provided photos of a leaking drain tube, but we still need definitive evidence showing the failure to the evaporator core itself in order to proceed with coverage.Weve already communicated this to the repair facility and are awaiting their response.
  Once we have this information, well be able to move forward with your claim. Please know that were eager to resolve this for you as quickly as possible, and we have encouraged the repair facility to submit the necessary details.
  We appreciate your patience and are here to help in any way we can. If you have any additional questions or concerns, feel free to reach out to us directly.

• Initial Complaint

  Date:09/18/2024

  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 an after market warranty for $3000.00 that included a $6000.00 aggregate and included air conditioning. I submitted the claim on Aug 27, 2024 after taking my vehicle to get assessed for my air conditioner not working. The mechanic shop told me that there was a leak out of my condenser and that it needed to be replaced. Alpha warranty stated that they didnt have enough evidence that the condenser needed to be replaced. After many phone calls from the mechanic shop and myself, they finally sent an adjuster out to look at my truck. I then got an email asking if I purchased my truck with the current lift and tires. I stated that I did. Another week goes by and I am told they are waiting on a surcharge to be paid by the dealership because the dealership forgot to mark a box. I discovered that the dealership went out of business so I emailed Alpha with all the information I could find about the owner and dealership. It has been 3 weeks since my truck has been in the shop. 3 weeks that Ive been without a vehicle and alpha also denied to cover a rental car. Now the dealership is telling me that they are going to start charging me a storage fee of $100.00 per day for my truck just sitting in their shop. I bought a warranty in good faith. My lift has nothing to do with my air conditioner and the surcharge is between Alpha and the dealership. I want my truck repaired and given back to me immediately.

  

  Business Response

  Date: 09/25/2024

  Dear *****,
  Thank you for bringing your concerns to our attention. We understand how frustrating this experience has been, and we sincerely apologize for the delays youve encountered.
  We have reviewed your claim thoroughly and want to assure you that we are working diligently to resolve the situation as quickly as possible. At this point, the only remaining issue is the surcharge related to your vehicles lift and tire modifications, which was a requirement from the dealership. We are actively working to see if we can proceed without this surcharge being paid to ensure your claim is processed and your vehicle repaired promptly.
  Weve escalated your case to our *************** to explore all possible solutions, and we will follow up with you once we have more information. In the meantime, we truly appreciate your patience and understanding.
  Our priority is getting you back on the road, and we will do everything we can to make that happen swiftly. If you have any additional concerns, please dont hesitate to reach out at ************.
  Thank you again for choosing Alpha Warranty Services.

• Initial Complaint

  Date:09/12/2024

  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.

  Warranty company has what must be deliberately poor quality phone lines so that you can not understand what they are saying when you call for a warranty claim. Today when I called they have a message saying the are unavailable because they are "in a meeting". The entire company is in a meeting? They let you leave a message for a call back but then do not call back. Their website today says it is currently down. All of these shoddy practices are designed to delay you so that you eventually pay out of pocket to have the warrantied items fixed, which they then will not cover.

  

  Business Response

  Date: 09/13/2024

  Dear Mr. Morris, We sincerely apologize for the frustrating experience you’ve had trying to reach us. Alpha Warranty Services is currently facing some unexpected technical issues, which have impacted both our phone system and website. Please know that these problems are not intentional, and we are working hard to get everything back to normal. We understand how important your claim is, and we want to assure you that taking care of our customers is our top priority. We encourage you to reach out to us again, and we will do everything we can to resolve your concerns as quickly as possible. Thank you for your patience,

• Initial Complaint

  Date:09/11/2024

  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 believe we summitted a claim Aug 30th , I purchased the car from a dealer and the warrenty , I hauled the car home because the dealership was 4hrs away so my wife and I took the car out the next day , when we first started it , it had a missfire but it straightened out we drove it and it got real hot , so that Monday it was taken to a Ford service place and the said the fans are not coming on high and thats what is making the engine overheat and blew the head gasket , so it got turned in to warrenty and alpha wants the engine tore down to see if it really is a head gasket , and if its not anything they cover, i pay the bill 2200 dollars . well they do cover the fans but wont cover the engine that got overheated because of the fans and ruined the head gasket . this is not right at all , i feel this nothing but a big scam . now i had to tell the ford place to hold off why i figure out what to do and pay the 300 because they looked at it .

  

  Business Response

  Date: 09/13/2024

  Dear Mr. and Mrs. Politte,
  Thank you for reaching out to us regarding your recent
  claim, and we appreciate the opportunity to address your concerns.
  After reviewing the details of your case, it appears that
  the first time the vehicle was driven after purchase, it experienced
  overheating issues. We understand how frustrating this situation must be,
  especially when a newly purchased car has such problems.
  Based on the information provided by both you and the repair
  facility, we found that the cooling fans and the engine components involved in
  this failure could potentially be covered under your contract. However,
  pre-existing conditions, along with any failures caused by
  overheating—regardless of the cause—are excluded from coverage, as outlined in
  the terms of your service contract agreement.
  In an effort to gather more information and thoroughly
  investigate the issue, our claims adjuster reached out to the repair facility
  for additional details, including freeze frame data. Unfortunately, we were
  informed that the engine teardown and necessary inspections were declined,
  which resulted in the claim being closed.
  We understand that this is not the outcome you were hoping
  for, and we truly regret any inconvenience this has caused. If you'd like to
  revisit the situation or if there is any new information available that could
  help us, we encourage you to reach out directly at 800-662-5519. We’re more
  than happy to work with you and the repair facility to ensure all available
  options have been explored.
  Thank you for your understanding, and please know that we
  are here to assist you with any further questions or concerns.

• Initial Complaint

  Date:09/10/2024

  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.

  Alpha Warranty has done nothing but stone wall our claim for the replacement of a transmission that suffered a failure of 2nd gear. This situation started on July 2, 2024 and continues to this day. Requests were made to the shop and for whatever reason only some were received. Since then we have on our own worked on following up with requested information on both 08/21/2024 (receipt / description / proof of payment) and on 08/23/2024 ( pictures from the shop ) Hoop after hoop is placed in front of us with nothing but hat in hand excuses from customer service. I continually catch them in lies and misdirection, with zero end in sight. All of the communication has only been one way, with nothing coming from Alpha requesting further information to aid in the resolution of the claim. This alone tells me that either there was no intention to ever make good on the policy in the first place, or nothing of concern was found that needed follow up for claim evaluation. We are out 1979.12 from having to get our vehicle back to us as it was not possible to be without it for the more than two weeks it was held up in the first place. I view this as them having absolute no intention to ever payout on the policy that was sold to us.

  

  Business Response

  Date: 09/11/2024

  Dear Chad,
  Thank you for taking the time to share your experience, and
  we sincerely apologize for the frustration and inconvenience this situation has
  caused. We want to assure you that we take all feedback seriously and are
  committed to resolving any issues as quickly as possible.
  After thoroughly reviewing our system, we were unable to
  locate a claim under your name that matches the details provided in your
  review. It’s possible there may have been a mix-up or an issue with the claim
  submission process. To move forward efficiently and ensure your concerns are
  addressed, we kindly ask that you reach out to us directly at 800-662-5519 with
  the name under which the contract was purchased or your contract number. This
  will help us locate your account and provide the necessary support.
  We truly understand how delays and miscommunications can be
  incredibly frustrating, especially when you're expecting timely reimbursement
  for your repairs. Our goal is to provide clear communication and to help
  customers like you navigate the claims process smoothly. Your feedback will
  help us improve, and we will do everything in our power to resolve this matter
  once we have the necessary details.
  Please don't hesitate to contact our escalation team, and we
  will prioritize your case to find a solution. We look forward to working with
  you to resolve this issue as quickly as possible.

  Customer Answer

  Date: 09/14/2024

   
  
  Complaint: 22265703
  
  
  
  I am rejecting this response because:  I was able to find a third party with a connection to Alpha Warranty that reviewed all of the previously submitted information and quickly resolved the situation for us.  Otherwise I have absolutely no question that this goat rodeo would still be going on.  I still await the call back from the supervisor of the floor supervisors.  I stand by original review of Alpha Warranty, and advise people to look elsewhere for a company that will honor the extended warranty contract without the endless run around that is designed to get the contract holder to give up.
  
  
  
  Sincerely,
  
  
  
  Chad Newman

• Initial Complaint

  Date:08/20/2024

  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.

  This business is criminal, do not spend your money on this warranty company! My alternator died on me on June 29th 2024, which is a Saturday and alpha warranty company is not Open on the weekends. So I got the work completed with my own money and called alpha on July 1st 2024, filed a claim, emailed all the necessary documentation about the claim and received a call back two days later from a lady stating that my claim was approved. She told me that I would be receiving a check in 7 to 10 days. I never received a check. I finally called the company back the first week of August stating the issue, the representative told me that a supervisor would call me back in 24 to 48 hours later. I received a call back the next day from a supervisor ( that sounded like the same exact girl from the day before, but disguising her voice) she told me that the check is being mailed out that week. Its almost three weeks later and I still havent received reimbursement. I called again today, the representative again told me that a supervisor will contact me in 24 to 48 hours. This company is crooked! Im a customer, I paid for ******************** and this company is not delivering, and worst, theyre are stealing from me!

  

  Business Response

  Date: 08/21/2024

  Dear ****, Thank you for your submission to the BBB. We appreciate that you have had some frustration with the difficulty in securing the reimbursement for your repair. We apologize for this and understand that you have spoken by phone with one of the leaders of our company and have received assurance that your reimbursement check is scheduled to be delivered to you via the **** by the end of this week - August 19th - 23rd, 2024. Rest assured that we are committed to making sure you are properly reimbursed for your repair as required under the terms of your service contract with Alpha Warranty Services.