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.

close

Find a Location

Alpha Warranty Services, Inc. has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:08/19/2024

  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.

  On 08/02/2019 purchase additional insurance to cover Main train, electrical and Seals and gaskets in my BMW X3 XDrive28I with expiration date of 08/02/2024.
  a) 09/06/2019 – cost of repairs $929.30 Oil filter housing gasket – Not covered- Work was done
  b) 10/26/2020 – cost of repairs $802.61 No recommendations except Drive belt and hoses serviced.
  c) 02/19/2021 – cost of repairs $569.27 Recommendation oil Pan gasket
  d) 01/12/2022 – cost of repairs $1577.99 Valve Cover Gasket leak, replaced – no leak after replacement
  e) 04/27/2023 – cost of repairs $1286.13 Electrical door repair – no other recommendations.
  f) 05/31/2024 – cost of repairs $290.92 plus $3090.47 work that was waiting for approval, because they don’t cover if you pay the bill. Oil gasket pan gasket need replacement – Denied
  g) Letter of denial received August 6th.
  No expenses were paid during the whole contract and alpha does not allow retroactive claims.
  They only take claims from the shop, therefore I don’t know who said what. I do know that I covered all the expenses, and I don’t know if the shop called every time. Adjustors do not speak to contract holders (consumers)
  This company has a system to avoid payments. FRAUD
  
  I demand the cover the oil pan gasket $3090.47 or refund the cost of the warranty contract $2895.00

  

  Business Response

  Date: 08/20/2024

  Dear Ms. Dickinson,
  Thank you for bringing your concerns to our attention
  through the BBB. We sincerely apologize for any frustration or inconvenience
  you have experienced. We appreciate the opportunity to address your concerns
  regarding your service contract for your BMW X3 XDrive28i.
  Our oversight team has carefully reviewed the claims related
  to your vehicle, and we would like to provide clarification on the decisions
  made:
  Initial
  Claims (*********** *********** **********): These claims were denied
  because the repairs requested were not covered under the terms of your
  service contract.
  Oil
  Pan Gasket Claims: The claim submitted on 04/26/2023 (***********
  involved a recommendation for an oil pan gasket replacement. However, our
  records indicate that this claim was denied due to the coverage
  limitations of your contract, which does not include repairs related to
  non-covered parts such as the doors. At the time, there was no indication
  that the oil pan gasket needed immediate repair.
  The most recent claim (**********), submitted on 05/31/2024,
  also involves the oil pan gasket. Our oversight team noted that there is no
  record of the oil pan gasket being replaced or repaired in any of the previous
  claims. According to your contract, if the oil pan gasket had not been
  previously replaced, this repair would not be covered. However, if you can
  provide documentation proving that the gasket was replaced prior to this claim,
  we would be happy to reassess the situation for potential coverage.
  Regarding your concerns about communication, we want to
  clarify that our adjusters work directly with repair facilities to ensure
  claims are processed efficiently and accurately. We understand that this
  process can sometimes feel indirect, but it is in place to maintain a clear and
  consistent line of communication with the experts handling your vehicle’s
  repairs.
  We regret that your experience has led you to feel this way
  about our company. We strive to provide clear and fair service to all our
  customers and apologize if we did not meet your expectations in this instance.
  If you can provide the requested documentation or have any further questions,
  please contact our customer service team at 800-662-5519, and we will be more
  than happy to assist you.

  Customer Answer

  Date: 08/31/2024

   
  
  Complaint: 22164733
  
  
  
  I am rejecting this response because: SEE ATTACHMENT
  
  
  
  Sincerely,
  
  
  
  Myriam Dickinson

  

  Business Response

  Date: 09/04/2024

  Dear Ms. Dickinson,
  Thank you for bringing your concerns to our attention through the BBB. We sincerely apologize for any frustration or inconvenience you have experienced. We appreciate the opportunity to address your concerns regarding your service contract for your BMW X3 XDrive28i.
  Our oversight team has carefully reviewed the claims related to your vehicle, and we would like to provide clarification on the decisions made:
  Initial Claims (*********** *********** ***********: These claims were denied because the repairs requested were not covered under the terms of your service contract.
  Oil Pan Gasket Claims: The claim submitted on 04/26/2023 (**********) involved a recommendation for an oil pan gasket replacement. However, our records indicate that this claim was denied due to the coverage limitations of your contract, which does not include repairs related to non-covered parts such as the doors. At the time, there was no indication that the oil pan gasket needed immediate repair.
  The most recent claim (***********, submitted on 05/31/2024, also involves the oil pan gasket. Our oversight team noted that there is no record of the oil pan gasket being replaced or repaired in any of the previous claims. According to your contract, if the oil pan gasket had not been previously replaced, this repair would not be covered. However, if you can provide documentation proving that the gasket was replaced prior to this claim, we would be happy to reassess the situation for potential coverage.
  Regarding your concerns about communication, we want to clarify that our adjusters work directly with repair facilities to ensure claims are processed efficiently and accurately. We understand that this process can sometimes feel indirect, but it is in place to maintain a clear and consistent line of communication with the experts handling your vehicle’s repairs.
  We regret that your experience has led you to feel this way about our company. We strive to provide clear and fair service to all our customers and apologize if we did not meet your expectations in this instance. If you can provide the requested documentation or have any further questions, please contact our customer service team at 800-662-5519, and we will be more than happy to assist you.

• Initial Complaint

  Date:07/31/2024

  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.

  Vehicle was in need of repair a few weeks after purchasing as the front differential started making a noise, a great relief that I purchased a warranty, so I immediately took the vehicle to the dealership to be checked out, after a few days I called the dealership and they had problems getting the warranty company to approve the claim, there was back and forth for 3 weeks until finally I called to which was told the timeline will vary and they haven't decided if they would approve my claim. This is robbery In my opinion as we had a contract and they can take however long they like to make solid on their end, long story short had to cancel this company and pay out of pocket to get my vehicle back, wouldn't recommend this thieving company to anyone.

  

  Business Response

  Date: 08/07/2024

  Dear ****************, Thank you for sharing your feedback. We sincerely apologize for the inconvenience and frustration youve experienced with your claim. We understand how important it is to have your truck repaired promptly, and we appreciate the opportunity to address your concerns. Upon reviewing your claim, we found that it was opened with Alpha Warranty on July 18th at 4:16 pm MDT. We apologize for any confusion regarding the timeline, as its possible the repair facility took some time to initiate the claim process. However, we are pleased to inform you that your claim has been authorized for payment in the amount of $2,976.15 after the $100 deductible. The repair shop should now be able to proceed with ordering the necessary parts and completing the repairs on your truck. We understand that our communication with you may not have met your expectations, and we regret any frustration this may have caused. Your feedback is valuable, and we are committed to improving our service and communication processes to ensure a better experience for all our customers. Thank you for bringing this to our attention. If you have any further questions or need additional assistance, please do not hesitate to contact our customer service team at ************.

• Initial Complaint

  Date:07/23/2024

  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 was sold this warranty as a lifetime full powertrain warranty, only to find out the contract lists out about half of the parts in the power train as being outside of coverage. First, the valve body failed about 2 months into owning the vehicle and they denied the claim. Now the *** is failing entirely, so they asked the shop to find metal flakes in the transmission oil pan. They did. Now they want to have the shop rip apart the entire transmission so they can find out how to avoid approving the claim. They want me to pay to have my entire *** ripped apart so they can avoid having to fulfill their end of the contract... totally insane.This was a mistake from the very beginning, I want all of my money back from these people, I was sold a false bill of goods by a finance manager and have had nothing but headaches from this company. They want me to cancel before they can tell me how much I would get in refund which is amazing, they want to completely remove any contractual obligations (as though they respected those to begin with) and take my money and run. You can't call it a full power train warranty if you refuse to cover any of the parts that break! I cannot think of anything more dishonest and scummy than requesting me to pay for a transmission teardown so you can find out how to evade even a single claim. You've taken my money and done nothing for me in return, how can you call yourselves a business?

  

  Business Response

  Date: 07/25/2024

  Dear **************,
  Thank you for sharing your concerns and for providing an opportunity to address them. We understand your frustration and want to clarify the details of your claim and our process to ensure transparency and resolution.
  Upon reviewing your claim, we would like to address the key points you raised:
  Coverage of Parts: Your warranty covers many, but not all, parts of the powertrain. We apologize if there was any misunderstanding at the time of purchase. The terms and coverage details are outlined in your contract, and we are here to help clarify any specific questions you may have regarding what is and isnt covered.
  Valve Body Claim: We regret that your valve body claim was denied. The specific reasons for denial should have been communicated to you, and we apologize if this process was not clear.
  Current *** Claim: Your current claim regarding the *** was authorized yesterday morning. Our records show that we did not request a complete teardown of the transmission. Instead, we requested a transmission oil pan drop to check for metal flakes, which is a standard and less invasive procedure to assess the condition of the transmission.
  Customer Service and Refund: We understand your frustration with the communication regarding refunds and contract cancellations. We strive to provide clear and prompt information, and we apologize for any confusion. Your request for a refund will be handled in accordance with the terms of your contract, and we are here to assist you through this process.
  We are committed to resolving your concerns and ensuring you receive the support and service you deserve. Please feel free to reach out directly to our customer service team at ************ for further assistance or clarification. We value your feedback and aim to improve our services based on your experience.
  Thank you for bringing this to our attention, and we appreciate your patience as we work to resolve your concerns.

• Initial Complaint

  Date:07/09/2024

  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 have had an extended warranty with Alpha for a little over a year and paid $3,600 for this ********** ******** On Tuesday June 18, 2024 I had my 2015 Jeep Wrangler Sahara taken in for mechanical problems and even went through all the proper channels of having my mechanic call in all of the information. They are refusing to cover any of the cost because of my mechanic mentioning that the Jeep overheated. The overheating was not the main problem it was the by product of the faulty head gasket. It has been 3 weeks of going round and round with them and having HORRIBLE customer service as well as NO return call from a supervisor that I requested. They then lied and said that a supervisor did call and left a voicemail but I DO NOT have this on my phone records at all. I then requested for them to just refund me my $3,600 but they have refused this request as well. They always say that there is not a supervisor to speak with, that one is not available no matter the time of day. They are not willing to make any type of corrections or cover any cost. This company is extremely rude and unhelpful in any way possible.

  

  Business Response

  Date: 07/25/2024

  Dear ************,
  Thank you for bringing your concerns to our attention. We deeply regret the frustration and inconvenience you have experienced, and we appreciate the opportunity to address your complaint.
  Regarding your claim for your 2015 Jeep Wrangler Sahara, we would like to clarify the steps taken and the reasoning behind our decisions:
  Initial Denial of Claim: The repair facility (**) reported that your vehicle had overheated, leading to the denial of non-covered parts and potential parts since the vehicle was driven into the ** showing signs of overheating. Failures due to overheating are not covered under the terms of your **************** plan, as stated in the "What is Not Covered" section of your contract.
  Reevaluation of Claim: Understanding the complexity of the situation, we had another adjuster reopen the claim to reassess the diagnostic information provided by the **. It was determined that a teardown (TD) to the cylinder head and gasket would be necessary to evaluate the coverage potential accurately. The ** agreed to this and mentioned they would reach out to you for authorization.
  Lack of Contact: Unfortunately, we lost contact with both the ** and you at this stage. To move forward, we need authorization for the TD to proceed with a thorough evaluation.
  Customer Service and Communication: We apologize for any miscommunication and the difficulties you experienced in reaching a supervisor. Our goal is to provide prompt and effective support, and it is clear we fell short in this instance. We will ensure that an adjuster and customer service representative reach out to both the ** and you to resolve this matter as swiftly as possible.
  We are committed to resolving your concerns and providing the support you need. If you have any further questions or need additional assistance, please do not hesitate to contact our customer service team directly at ************.
  Thank you for your patience and understanding.

• Initial Complaint

  Date:05/30/2024

  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.

  see Attached document

  

  Business Response

  Date: 06/12/2024

  The customer purchasd ********************** on her 2008 Saturn Vue.

  She was advised to called her warranty company.

  She signed  the As-Is -Sold Without Warranty.from Speed Auto Sales.

  Sincerely

  Speed Auto Sales

   

  

  Business Response

  Date: 06/17/2024

  Dear BBB, After reviewing the claim notes for ****************** repair, it was noted that the failure to her engine occurred just 5 days and less than 135 miles after purchasing the vehicle. An engine problem of this magnitude that manifests itself so soon after purchase is nearly always an indicator of a pre-existing condition to the vehicle and falls outside the terms of the service contract and coverage. According to the terms of the service contract on the vehicle, pre-existing repair conditions are not covered.

• Initial Complaint

  Date:05/18/2024

  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 2018 Infiniti Q50 from ****************, we also purchased the highest extended warranty from alpha to make sure our investment was covered. In under 6 months, the motor failed and the warranty that we purchased and were told would cover this, declined the repair. Now we are stuck with the debt of $23,000 for the car and another almost $20,000 to repair this problem out of pocket. This is a disgrace, all they want to do is take your money and not stand up to what they promised.

  

  Business Response

  Date: 05/20/2024

  Dear ****,
  Thank you for taking the time to share your feedback. We sincerely apologize for the frustration and inconvenience you have experienced.We understand how disappointing it is to encounter issues with a new vehicle,especially after making a significant investment in a service contract and expecting peace of mind.
  Wed like to address the points you raised and provide some clarity on the situation regarding your claim.
  First, regarding your engine failure claim, our records show that a claim was initiated on 03/28/2024. At that time, you mentioned that the engine had failed, and it was already torn down. However, when the independent inspector we hired to review the teardown arrived, they were unable to verify the point of failure (***) as the information provided by your repair facility did not show where the metal shavings originated from. We communicated the need for specific evidence of the failure.
  After a few days had passed on 04/15/2024, your repair facility informed us that the *** was due to piston failure, stating that pieces were missing from the piston. We arranged for another inspection at no additional cost to you. Unfortunately, the borescope video provided did not show missing pieces or a visible failure. Over the following weeks, the reported *** changed multiple times, ultimately resulting in the final determination that the failure was due to a bottom-end issue.
  After a thorough inspection and extensive review process, it was determined that the engine failure was due to a lack of lubrication. As detailed in your contract, failures due to improper lubrication are not covered. Specifically, our policy excludes coverage for issues arising from operation without proper lubrication or the use of improper quality or quantity of fluids, regardless of the cause.
  We want to emphasize that this decision was not based on a lack of maintenance. We fully acknowledge that you have been diligent in maintaining your vehicle. However, the lack of lubrication is a separate issue that can occur despite regular maintenance and can result from various factors such as oil contamination, filter issues, or improper oil levels.
  We regret that our communication and service did not meet your expectations. Your experience is important to us, and we are committed to improving our processes to better serve our customers in the future.
  If you have any further questions or would like to discuss this matter in more detail, please feel free to reach out to our customer service team at ************. We value your business and hope to have the opportunity to restore your faith in our company.

• Initial Complaint

  Date:05/16/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Dodge Charger R/T from auto outlets ******* NY with an alpha warranty July of 23. The vehicle needs 1200 dollars worth of covered repairs. The dealership says the warranty is essentially useless, covers nothing whatsoever. I am seeking a full refund.

  

  Business Response

  Date: 05/20/2024

  Dear ****************,

  Thank you for the information regarding your claims experience. We're sorry it didn't meet your expectations. We understand you'd like to cancel your service contract and receive a refund. We wanted to let you know that your request has been received and is going through the standard process to do as you have requested. Your dealership will be contacted to process the cancellation from their side.

  Customer Answer

  Date: 05/20/2024

   
  Complaint: 21720493
  
  I am rejecting this response because: I paid for a warranty and I expect it to be honored. If the refund is not the full price paid, I will pursue any means available, including litigation, to recoup my losses. I will also be starting inquiry into Alpha Warranty, the legitimacy of the corporation and its services and practices, with the office of consumer affairs, as well as the *** Attorney General.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/21/2024

  Dear *****, from the Alpha Warranty side, our customer service team has sent the cancellation link to you via email. We also tried to reach you by phone but were unable to leave a voice mail. Rest assured that Alpha Warranty is doing what you have asked and have processes your contract cancellation.

  

  Business Response

  Date: 05/21/2024

  Dear *****, from the Alpha Warranty side, our customer service team has sent the cancellation link to you via email. We also tried to reach you by phone but were unable to leave a voice mail. Rest assured that Alpha Warranty is doing what you have asked and have processes your contract cancellation.

• Initial Complaint

  Date:03/20/2024

  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.

  04/21/2022 purchased car warranty from Alpha Warranty Service.03/05/2024 took my 2011 Jeep Wrangler to Thurston County Transmission to diagnose the problem I was having. ******** said my transmission was bad ,they called the warranty company to start a claim. Alpha told them to diagnose the problem. ******** said it needed to be rebuilt and gave ***** a quote to rebuild it.Alpha approved the labor cost. Alpha only approved $850.21 of $1954.23 for parts.The parts in question are lubricated parts in the transmission which my warranty states: all internal lubricated parts are covered. Alpha says that the parts are not listed in the warranty. The contract gives a list of parts for an example, not these parts only will be covered. I have contacted Alpha two times trying to resolve this issue, and both times been told that the parts are not listed in the contract. I feel very deceived. I feel this is a deceptive warranty. My contract says one thing and Alpha says something different. I am having my transmission repaired. The cost for the rebuild is $5005.00. Alpha will only pay $3206.21 after my $100.00 deductible. I appreciate any help you can give me.

  

  Business Response

  Date: 03/21/2024

  Dear **************************,
  Upon reviewing your contract and the details of your claim,it appears that you have an A+ with Hi-Tech coverage, which includes coverage for all internally lubricated parts of the transmission, among other components.
  After a thorough examination of your claim, we determined that certain parts, such as fluids, valve body, solenoids, and sensors, are not listed in the covered parts section of your contract. While these components *** be internal to the transmission and come into contact with fluid, they do not fall under the category of internally lubricated parts as defined by your service contract agreement.
  We understand that this *** not be the outcome you were hoping for, and we empathize with your situation. Our goal is to ensure that our customers receive fair and accurate coverage according to the terms outlined in their contracts. We regret any misunderstanding that *** have occurred and are committed to assisting you in any way we can.
  If you have any further questions or concerns, please do not hesitate to reach out to us directly. We appreciate your understanding and patience as we work to resolve this matter to your satisfaction.

  Customer Answer

  Date: 03/22/2024

   
  Complaint: 21463757
  
  I am rejecting this response because:

  Each time I talked to a representative at your company, they stated that they have no knowledge about how a car functions. They are just answering my complaint with a predetermined response.
  

  My contract states: that all internally lubricated parts are covered, for example, for example , do not mean that this is the list of parts that are covered. There is no definitive parts list in the contract. This makes the contract deceptive.  Where is it listed in the contract?

  Alpha stated in their response to my complaint that the fluid ( which is needed for the transmission to function),valve body, solenoids, and sensors are not ln the covered parts section of the contract. Alpha has no list of internally lubricated parts that excludes the parts in question. Again this is deceptive.

  In my contract on page 3 paragraph A2, under plan coverage it states: transmission and transfer case: all internally lubricated parts of the transmission, transaxle and transfer case.

  The Deceptive Warranty Law states that if a warranty contains promises and fails to contain information which is necessary, in the light of all the circumstances to make the warranty not misleading to a reasonable individual exercising due care.

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

  

  Business Response

  Date: 03/28/2024

  Dear **************************,
  Thank you for your continued correspondence regarding your concerns with your service contract coverage. We understand the frustration you've experienced, and we appreciate the opportunity to address your questions and clarify any misunderstandings.
  Upon further investigation into your claim, it appears there may be some confusion regarding the coverage details outlined in your contract.We'd like to take this opportunity to provide a detailed breakdown of the items listed in your Repair Facility's estimate and the reasons for coverage or denial.
  Brake cleaner: Not covered as it is considered a shop supply.
  Gasket maker: Covered and paid for as a covered part.
  Lok tite: Not covered as it is considered a shop supply.
  Hot flush: Excluded from coverage as per the terms outlined in the contract.
  Transmission fluid: Not covered as it is not listed in the covered parts section of the contract.
  Battery service: Excluded from coverage as per the terms outlined in the contract.
  Steel plates: Covered and paid for as a covered part.
  Trim type: Not covered as it is not listed in the covered parts section of the contract.
  Ground straps: Not covered as it is considered a shop supply.
  Torque converter: Covered and paid for as a covered part.
  Overhaul kit: Covered and paid for as a covered part.
  Transmission filter: Not covered as it is not listed in the covered parts section of the contract.
  Valve body kit: Not covered as it is not an internally lubricated part of the transmission.
  Switch valve: Covered and paid for as a covered part.
  Solenoid pack, Transducer solenoid, Gov solenoid: Not covered as they are not internally lubricated parts of the transmission.
  Snap ring, Output sensor: Not covered as they are not internally lubricated parts of the transmission.
  Pump bushing, Transmission pan gasket: Covered and paid for as covered parts.
  Additive, Shop supplies, Hazmat: Not covered as they are considered shop supplies.
  It's important to note that your A+ contract is considered inclusionary,meaning it lists the parts covered unless otherwise stated. The items denied were either not internally lubricated, not listed in the covered parts section,or considered shop supplies.
  We understand your concerns, and we are here to assist you further in understanding your coverage. If you have any additional questions or require further clarification, please don't hesitate to contact us directly.

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21463757
  
  I am rejecting this response because:Alpha has never stated the *********** list that they cover. I wait your response.

  All the parts listed by Thurston County Transmission are needed to rebuild the transmission properly.

  When I paid my part of the bill, I noticed that Alpha Warranty Services did not pay for the taxes on their part of the bill.

  The taxes on $3106.21 at 9.5% is $295.09. This is a notice to Alpha Warranty Services that I expect to be reimbursed for the taxes I have paid.

  You have my address. Send the reimbursement check there.

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

  

  Business Response

  Date: 04/08/2024

  Dear **************************,
  Thank you for bringing your concerns to our attention regarding the coverage and reimbursement for your recent transmission repair.We understand the importance of clarity and transparency in all aspects of our warranty coverage, and we appreciate the opportunity to address your questions.
  Regarding your inquiry about the parts list covered by your warranty, we would like to direct your attention to page 3 of your contract,specifically under section A2, where the covered components for the transmission are listed. It is important to note that only the parts listed under this section are eligible for coverage under your plan. As stated in the "what is not covered" section of your contract, any part not listed in the plan coverage you selected is not eligible for coverage.
  While we understand that the estimate provided by Thurston County Transmission includes all the necessary parts for a proper transmission rebuild, it is essential to differentiate between what is included in the estimate and what is covered under your service contract. We encourage you to review the contract to confirm the specific parts covered under your plan.
  Regarding your concern about taxes, please be informed that in the *******************, we are tax-exempt for parts and/or labor covered by a service claim. We will provide a tax-exempt form to the repair facility to ensure that taxes are not charged on covered items. However, if taxes were charged despite our tax-exempt status, that is the decision of your repair facility.
  We value your business and are committed to resolving this matter to your satisfaction. If you have any further questions or require additional assistance, please do not hesitate to contact us directly. Thank you for your understanding and cooperation.

• Initial Complaint

  Date:03/13/2024

  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.

  extended warranty was purchased on 1/8/2024 the priority one unlimited with surcharge 4wd and turbo. and my turbo went out on 2/22/2024 and took it to the dealership and they filled a claim with alpha warranty on 2/22/2024 and it took them over too weeks to say they would honor the warranty and cover the turbo and now they are not wanting to cover the full price on the turbo this company is extremely hard to deal with and if you call them they will hung up on you or be extremely rude I would not tell anyone to use them

  

  Business Response

  Date: 03/14/2024

  Dear **********************, After reviewing your claim, we can confirm that the $3,219.68 Alpha Warranty Services will pay for your repair was authorized in accordance with the terms outlined in your contract. The total authorization amount reflects the **** pricing and published labor times as per the auto repair industrys ALLDATA labor guide. We aim to ensure that our customers receive fair and transparent coverage for their vehicle repairs. However, we regret any misunderstanding regarding the coverage of the full price of the turbo. It's important to note that while certain items and services may be covered under your service contract, there are limitations to coverage, particularly in cases where replacement parts are considered betterment. Unfortunately, the contract does not cover the full cost of parts that exceed the terms outlined in the contract. Regarding your experience with our customer service team, we apologize if you encountered any rudeness or difficulty when reaching out to us. We strive to provide courteous and helpful assistance to all our customers,and we take your feedback seriously. Rest assured, after reviewing the audio recordings of your interactions with our team, we will address any concerns regarding the conduct of our representatives to ensure a positive experience for all our customers. If you have any further questions or concerns, please do not hesitate to reach out to us directly. We are committed to resolving this issue to your satisfaction and providing the support you need. We value your business and hope to restore your confidence in our services.

• Initial Complaint

  Date:03/08/2024

  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 warranty by alpha, and instead of coverung the claim, they keep on giving excuaes, first they asked for another 150 for the warranty, 24 hours later they came up woth another genuis excuse:
  for 4 moths ago ive put in a claim and they deny it,
  ao they assume i didnt fix the issue back then..
  when i said i DID they said the need the invoice when my shop said they did email the invoice back then, they were still not happy.

  

  Business Response

  Date: 03/11/2024

  Dear Mr. ****,
  Thank you for bringing your concerns to our attention, and
  we apologize for any inconvenience you have experienced regarding your service
  claim with Alpha Warranty. After reviewing the details of your case, it appears that
  there was some confusion regarding the denial of your claim and the subsequent
  request for additional payment. The initial denial of your claim was due to the water pump
  being under the manufacturer's warranty at the time of the claim. According to policy, if a part is covered by the manufacturer's warranty, that takes precedence over a service contract. Also, since
  your service contract is under a business name, Alpha Warranty requires a
  commercial use surcharge of $150, which was requested as part of the processing
  requirements. We understand your frustration regarding the request for an
  invoice from your previous repair. Our records indicate that we contacted your
  repair facility to obtain the necessary documentation to verify if the water
  pump was indeed replaced during the previous claim. We did not receive confirmation
  that the warranty replacement had been made, so we assumed the matter closed. It has come to our attention that after four months and
  3,000 miles from the initial claim, your vehicle is now at the dealer but that the
  manufacturer's warranty on the water pump expired on January 25, 2024. We kindly ask for your cooperation in providing the
  necessary documentation to support your claim. Once we receive the required
  information, we will proceed with the claim review process promptly. If you have any further questions or concerns, please don't
  hesitate to contact our customer service team. We are here to assist you and
  ensure that your issue is resolved to your satisfaction.

  Customer Answer

  Date: 03/13/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:THIS REPAIR SHOP HAS NO INVOICE FROM BACK THEN. SO THAT MEANS I WILL NEVER BE COVERD, CUZ I ONCE ASKED YOU TO COVER MY REPAIR, AND YOU DENIED, I HAVE SINCE THEN FIXED AGAIN BY GM. AUTHORISED DEALER, SO SINCE I HAVE NO IVOICE FROM A CLAIM YOU "DENIED" AM I BANNED FROM BEING COVERED, IF YES, THEN ITS A WASTE OF MY MONEY TO PAY FOR THIS WARRANTY, OLEASE REIMBURSE ME ENTIRE MONEY..
  
  RIDICLOUS...
  
  1) ask foe coverage
  2) denied, cyz they claim manfactuar warranty
  3) months later ask for coverage.
  4)after 24 hours they deny cuz they want another 150
  5) after 24 hours they deny again cuz didnt fix,
  6) after confirming that it was done by local shop,, they deny again cuz i dont have imvoice
  7)so im being declines ..cuz last time you asked --- we denied... so bring me proof on our denial...
  
  8) i got GM to fix it, i tried asking for them to pay for "oil sensor" they decline id cuz THIS IS NOT COVERED
  
  if you dont PLAN TO PAY ANYTIME till i have that invoice' please say it in writing and get me my money back...
  
  
  
  Sincerely,
  
  
  
  ****** ****

  

  Business Response

  Date: 03/14/2024

  Dear Mr. ****, We understand your frustration and would like to address your concerns regarding your warranty coverage. After reviewing your case thoroughly, it appears that the claims were correctly denied due to the lack of a previous repair invoice from the first claim, #**********. At that time, your vehicle was still under the manufacturer's warranty, which would have covered the repairs. Regarding claim #**********, our Claims team requested a previous repair invoice for the water pump from the manufacturer warranty coverage. However, only an estimate from the repair facility was provided, which does not suffice as proof of repair. As such, this claim was also denied correctly. We understand your disappointment, but it's important to note that if the water pump had been replaced as instructed when it was still under the manufacturer warranty, it would still be covered under warranty from the repair facility. If you have any further questions or would like to discuss this matter further, please don't hesitate to contact our customer service team.

  Customer Answer

  Date: 03/19/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: you cannot CHARGE ME $150 if your not planing to pay me anything in the future...
  
  1) i have not been able to get this invoice; so if that means your not PAYING me anything in the futire, dont charge me 150.
  
  2) this water pipe ive got GM ro pay me anyhow, so i need you to confrim me that you are GOING TO PAY for repair in the future even if im not getting you that invoice..
  
  3) its not my responsible to save invoices, if you still insisting not to pay me in the future cuz this missing invoice, then please reimburse me full amount...
  
  
  
  
  Sincerely,
  
  
  
  ****** ****

  

  Business Response

  Date: 03/20/2024

  Dear Mr. ****,
  As explained in the previous responses, the initial denial of your claim was due to the water pump being under the manufacturer's warranty at the time of the claim. According to policy, if a part is covered by the manufacturer's warranty, that takes precedence over a service contract. Also, since your service contract is under a business name, Alpha Warranty requires a commercial use surcharge of $150, which was requested as part of the processing requirements. This amount is required if you are planning on continuing to hold your service contract. If you plan to cancel it, you need to work through the dealership where you purchased it as we are unable to cancel your contract without their participation. We understand your frustration regarding the request for an invoice from your previous repair, but since we do not have any paper trail from your repair facility, we are unable to proceed without it. Our records indicate that we contacted your repair facility to obtain the necessary documentation to verify if the water pump was indeed replaced during the previous claim. We did not receive confirmation that the warranty replacement had been made, so we assumed the matter closed. It has come to our attention that after four months and 3,000 miles from the initial claim, your vehicle is now at the dealer but that the manufacturer's warranty on the water pump expired on January 25, 2024. We again kindly ask for your cooperation in providing the necessary documentation to support your claim. Once we receive the required information, we will proceed with the claim review process promptly. If you have any further questions or concerns, please don't hesitate to contact our customer service team at ###-###-####.

  Customer Answer

  Date: 03/27/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  i can not get this Invoice, but GM Indeed FIXED my water pump, so im asking will you still in the future deny to cover my car, as you did to my thermostat, light and pump, or your planing to come up in the future with other tactics to deny. 
  or will yoy YES cover my car under warranty? please answer YES or NO, cuz as of now you always managed to find an excuse not to pay it..
  
  
  
  Sincerely,
  
  
  
  ****** ****

  

  Business Response

  Date: 03/28/2024

  Dear Mr. ****, We appreciate the continued opportunity to clarify the coverage with your Alpha Warranty service contract. As with all our service contracts, we stand behind the coverage to which we are contractually obligated. Should your covered vehicle require service that is covered under the terms of the service contract you hold with us, you have our 100% commitment to pay for what is covered.