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:11/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my 2016 Dodge Challenger Hellcat with ****** miles on April 1, 2023. I purchased an alpha warranty with the vehicle the day I purchased the vehicle sold to me by *******************************. On October 2, 2023. The vehicle had a transmission failure while merging on the freeway. The vehicle was taken to the Dodge repair facility on the first available date of 10/18/23 for diagnosing and repairs. I contacted Alpha warranty. They sent an investigator to determine what caused the damage and Alpha claims the damage was caused by racing due to a social media video with no mechanical proof of this false claim. This is a 2016 dodge challenger hellcat I put around **** miles on the vehicle. The determination of racing was due to a social media video with no proof of it being my vehicle and no mechanical proof of Alpha warrantys claim that the damages are caused by racing. The car has never been on a race track and is definitely not a race car. I received a phone call from Alpha warranty 11/16/23 claiming the car is a race car and will not approve the claim and are going to cancel my warranty. I spoke to the Dodge mechanics performing the diagnosis. They stated it was a malfunction with a faulty part of the transmission gear and theyre decision is a total scam. Alpha warranty insist that it was because of racing when it clearly wasnt because of racing, the clutch is in good condition all the oils are in good condition. The vehicle is maintained with very low miles. ***** is no proof that the vehicle in that video is my car plus that video was recorded on June 30 of 2023 and the damages occurred on October 2023. there is no mechanical proof of the vehicle being raced or abused. Its an internal transmission failure with the gears, not the clutch. the vehicle is a stock unmodified Hellcat how can they claim its a race car and cancel and deny my warranty when its a stock dodge SRT Hellcat vehicle. A stock car is not a race car. Alpha will deny your claim with no proof.

  

  Business Response

  Date: 11/21/2023

  Dear BBB,
  Thank you for providing us with the details regarding ************* concerns about the transmission failure in his 2016 Dodge Challenger Hellcat. We've thoroughly reviewed the information and evidence presented during the investigation into his claim.
  Upon an in-depth examination of the situation and the inspection conducted, it was noted that some exhaust modifications were present; however, they were considered eligible within the parameters of our coverage. Nevertheless, we observed several videos across various social media platforms showing ************** vehicle engaging in roll racing activities on highways and freeways. These activities, particularly the repeated roll racing,often result in intense stress on vehicle components, notably evident from the many deep hot spots on the pressure plate and flywheel.
  Due to the nature of roll racing and the consequential impact on the vehicle's transmission components, the extensive strain imposed on the mechanical elements appears to have contributed significantly to the transmission failure. The multiple occurrences of roll racing, evident from the videos, have caused concerns about the usage of ************** vehicle. This type of driving behavior, combined with the observed wear and tear on critical components, has led us to consider this vehicle as high risk.
  Regrettably, based on our findings and assessment of the situation, we must inform him that we are unable to continue the service contract coverage for ************** vehicle. As outlined in the terms of our contract, high-risk usage, such as aggressive racing activities, is outside the scope of coverage, leading us to make the decision to cancel his contract.
  We understand ************** frustration regarding this matter,particularly his assertion that the vehicle has not been subjected to racing or undue stress. However, the observed wear patterns and the numerous videos displaying racing activities were significant factors in our decision-making process.
  Should ************ require further clarification or have additional questions, we invite him to contact us directly. We appreciate your understanding in this matter.

• Initial Complaint

  Date:11/12/2023

  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 an AWS contract on 10/11/21 in MT with a truck I bought. My contract number is *************. In 5/2023 the check engine light went on. I made an appt to drop it off at a service center near my home in ND. My appt was made for 6/17/23. Two days later, the issue was found with the camshaft and lifters, and claim was started. I was told by Chevy that the final cost of the repairwas going to be over $5600. After weeks, AWS said to tear apart the engine so a goodpicture could be taken of the cam shaft & lifters, and they then said that they were authorizing the claim. Chevy started thework. It wasafter this that AWS told Chevy that they were only going to pay $3629.95, though, notthe $5600+, as the former would be the ‘avg’ cost for this repair in my area. Chevythen told me I would be responsible for the remaining ~$2,000. AWS’ adjusters did not even attempt to negotiate with Chevy. Indeed, had I known that an ‘authorized claim’ only means that AWS will pay what they choose- but that my $100 deductible (per my contract) may just be the tip of the iceberg in terms of what I owe- I would have called around for quotes once the problem was found on 6/19/23. Had I known I needed to get the best price, lest I be left with a huge bill, I wouldn’t have consented to a $5600+ repair. One month later, on 7/17/23, the repairs were finally done. I was able to negotiate Chevy down to $4805.61. I then had to charge the remaining $1175.66 to a credit card, which, minus my $100 deductible, was still $1075.66. I wrote to the AWS owner to ask that I be reimbursed the $1075.66. He did not call me back,but instead had an employee do so. She was very rude on the phone and would not listen to/address my concerns, despite me having sent them the receipt. I’d like to cancel my warranty (which is good till 10/11/24) and get what is left of it reimbursed to me. When I tried to do so through the purchasing dealership, they told me AWS had marked the file as “ineligible for a refund.”

  

  Business Response

  Date: 11/16/2023

  Dear BBB, we sincerely apologize for the inconvenience and
  frustration this customer has experienced regarding the recent claim filed with
  Alpha Warranty Services.
  After investigating the details of the claim, it has come to
  our attention that there were issues with the adjustment and authorization
  process for the repair of the camshaft and lifters in the vehicle. We
  acknowledge and regret any confusion or distress caused by the discrepancies
  between the estimated repair cost and the final payment authorized by Alpha
  Warranty Services.
  As part of our commitment to ensuring fair and efficient
  claims processing, we kindly request your assistance in providing us with the
  invoice and Proof of Payment (POP) related to the completed repair work. This
  will allow us to review the details thoroughly and, in accordance with the
  terms outlined in the customer’s contract, potentially reimburse her for the
  amount eligible for coverage under the agreement.
  We understand the significance of this matter and are
  dedicated to finding a resolution that aligns with the terms of the contract.
  Your cooperation in helping to provide the necessary documentation will greatly
  assist us in expediting the review process.
  Our Customer Service team will be reaching out to the
  customer to facilitate the submission of the required documentation and address
  any further concerns she may have. We assure you that our customers’
  satisfaction is of utmost importance to us, and we are committed to rectifying
  this situation as per the terms of the service contract agreement.
  Thank you for your patience and understanding.

  Customer Answer

  Date: 11/23/2023

  
  Complaint: ********
  
  I am rejecting this response because: AWS did not even read the full text of my BBB complaint. In their response here, they have said, “As part of our commitment to ensuring fair and efficient claims processing, we kindly request your assistance in providing us with the invoice and Proof of Payment (POP) related to the completed repair work. This will allow us to review the details thoroughly and, in accordance with the terms outlined in the customer’s contract, potentially reimburse her for the amount eligible for coverage under the agreement.” 
  
  While I did indeed send them the invoice and proof of payment a few days ago again, they had already TURNED DOWN my request for reimbursement on the repairs months ago. I first sent the proof of payment and the invoice and an extensive letter to the owner, in August, and that is when they had an employee call me and tell me “no.”

  The BBB complaint restated this, and then I said that I would like a refund on the 1/3 of time left on the purchase price of the $4000 contract. When I tried to do it myself after such a horrendous situation, AWS had told the selling dealership that I was “ineligible for a refund,” thus why I submitted this BBB complaint. 
  
  Ultimately, I would like my money back from either the first situation where AWS did NOT honor the contract (that stated I was responsible for a $100 deductible, and AWS would pay the rest of the repair cost, not just “what they choose to pay,”) OR from the cancelation of the policy that still has 12 months left on it. 
  
  Sincerely,
  
  ******* ******
  

  

  Business Response

  Date: 11/28/2023

  Dear BBB, we're sorry the Ms. ****** continues to be unhappy with the service from Alpha Warranty and her auto dealer. After extensive research and review of her service contract, it has been determined that Alpha Warranty has covered the service required under the terms of the contract she purchased. 

  Customer Answer

  Date: 11/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because, per the terms of my contract, I was only supposed to have to pay a $100 deductible for the covered repair. 
  

  Instead, AWS chose to only cover “part” of the repair cost, leaving me with over $1000 to pay out of pocket, DESPITE the contract stating I only needed to pay a $100 deductible. This was over $900 more than what the contract led be to believe I would have to pay for a covered repair.
  

  Due to this, ****I would like a refund of the remaining 1/3 of my contract.**** It does not expire until October 2024. When I tried to cancel it through the selling dealership, they told me AWS marked my file as “ineligible for a refund.” This is unethical, and I would like a refund of the 1/3 of the $4000 purchase price of the contract since I will no longer be doing business with AWS. 

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

  

  Business Response

  Date: 12/01/2023

  Dear Ms. ******,
  We appreciate you sharing your concerns regarding the
  reimbursement discrepancy and your request for a partial refund of your
  contract following the recent claim. We understand the frustration caused by
  the unexpected expenses incurred despite the perception that would only have a
  $100 deductible for covered repairs.
  Upon thorough review and considering the details provided,
  we empathize with the situation and the confusion regarding the payment towards
  the repair costs. Our investigation reveals that the claim was evaluated, and
  the reimbursement decision was made based on the contract terms and the
  information provided during the claims process.
  According to the terms outlined in the contract, the covered
  repair should have incurred only a $100 deductible. However, the reimbursement
  decision for the claim was made based on the received documentation and parts,
  totaling a reimbursable amount of $654.94 for the additional parts not
  initially informed to us.
  We recognize the importance of transparency and adherence to
  the contract terms in our dealings. As per our records, multiple Cancellation
  Quote Generate Requests have been initiated, indicating a calculated refund
  amount of $0.00 in accordance with the terms outlined in the contract.
  Considering the circumstances, we acknowledge the unexpected
  expenses you've encountered and are willing to offer reimbursement for the
  coverable parts that were not previously accounted for, amounting to $654.94.
  Regrettably, as per the contract terms and the prior
  cancellation quotes generated, the refund amount stands at zero. However, we
  are committed to providing fair resolution within the parameters of the
  contract terms, offering reimbursement for the additional parts that were not
  initially disclosed, as a gesture of goodwill.
  Your satisfaction is important to us, and we aim to address
  your concerns as transparently and fairly as possible. Should you wish to
  discuss this matter further or have any additional information to provide,
  please feel free to contact us directly.

  Customer Answer

  Date: 12/04/2023

  
  
  Complaint: ********
  
  
  Thank you for your response and your statement that you will be reimbursing me $654.94. I really appreciate it.

  I will be happy to “accept” your response here on BBB and close out the case; prior, though, please notify me through this platform, so it is on record, when this check will be mailed to me. My address is ** *** ***, South Heart, ND 58655.

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

  

  Business Response

  Date: 12/05/2023

  Dear Ms. ******, we appreciate your patience as we have worked through the details of your claim situation. At this time, all parties have received approval for the reimbursement and are in the process of issuing payment in the form of a check that will be sent to the PO Box you provided. We thank you for your business and hope you have a wonderful holiday season.

  Customer Answer

  Date: 12/06/2023

  
  
  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.
  
  

  Thank you to both you and AWS. I appreciate the help and the resolution.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a vehicle in August of 2023 and was sold an "A+ Unlimited warranty" with a 36 months and unlimited miles plan term. In November of 2023, less than three months later, the check engine light came on. Contacted Alpha and was told to use repair pal to find a repair shop that would handle the service(s). Repair pal confirmed the amount but the repair shop was never contacted. I had to reschedule the appt. for Monday 11/06/23. The repair shop sent me the work order the next day, which totaled $7,408.36. The repair shop said it took awhile but they were able to get a decision from Alpha Warranty which denied the claim completely. The repair shop needed to replace the following:Catalyst ASM (2x) and Gaskets (6x) = $4,588.42 Fuel Pump (1x) and O-Ring (1x) = $999.98 Heater Control Valve (1x), Hose ASM (1x), Rad Cap (2x), Antifreeze (3x) = $435.32 Flush Heater Core (1x) = $175 Door Actuator (1x) = $462.99 I contacted Alpha by phone on 11/09/23 and was told that even though the exhaust manifold is covered by the warranty, that the Catalyst was not because they classified that as emissions (A1) of the warranty).Fuel Pump (A7) is covered by the warranty and specifically says so as the first item under the "Fuel" section. They did not give me a reason why they denied this part of the claim.Heater Control Valve (A3) is not covered because they don't cover sensors even though under section A6 "Electrical", it specifically crankshaft position "Sensors" and knock "Sensors". **************** says to what is not covered section. There are not parts listed in this section, just "scenarios".We didn't even get into the actuator for the door that won't open. We asked for a refund and to cancel this scam warranty. Was basically told, jump through hoops and 6-8 weeks we will prorate, take $50 from you and give the rest. They wouldn't tell me how much and then added a mileage clause into as the reason why. These guys are scammers. Stay away!

  

  Business Response

  Date: 11/16/2023

  Dear BBB, we regret the inconvenience ******************** encountered concerning the recent issue with his vehicle and the challenges experienced in resolving the related claim under his A+ ***************** Contract.
  Following a thorough review of his claim and in-depth examination of the covered components specified in the *************** Contract (VSC), we understand his disappointment regarding the denial of certain repair items.
  Regrettably, as per the terms outlined in the contract, some of the specific parts mentioned in the repair estimate are not eligible for coverage under the A+ Unlimited VSC. While we acknowledge the frustration this may cause, it's important to note that certain components, including the catalyst assembly and heater control valve, fall outside the scope of coverage outlined in the terms of the contract.
  Regarding the fuel pump, although it is a covered item, the claim submitted did not indicate a covered failure concerning the fuel pump.Our claims assessment did not identify a qualifying issue that would allow for coverage per the terms of the agreement.
  We genuinely apologize for any confusion or misunderstanding regarding the coverage details in the contract. We understand the customers concerns and have taken note of his feedback concerning the specific components and their eligibility under the service contract.
  We sincerely value Mr. ********* feedback and strive to enhance our service offerings to meet customer expectations. We regret that we couldn't meet his satisfaction on this occasion.
  For further clarification or assistance, please don't hesitate to contact our **************** team. We are committed to providing assistance and addressing any additional concerns our customers may have.
  Thank you for your understanding.

• Initial Complaint

  Date:11/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my car in may of this year and purchased the vehicle with a warranty from Apple warranty company months after having the vehicle I started having issues so I brought the vehicle in to Bobbie’s and Steve’s at that point in September. I was advised that the engine was having issues I contacted Apple warranty they sent an inspector out to the facility and I am out of a vehicle and a lot of money for renting a vehicle and on top of that I’m still paying a car note I am seeking for Apple warranty to provide me with a new engine as the engine in this vehicle is no longer good. I have reached out multiple times to Apple warranty and have not had any resolution with this issue, they have ask for several pictures several times, and still no resolution.

  

  Business Response

  Date: 11/07/2023

  Dear BBB, the claim we have for Ms. **** is
  still open and is waiting for her repair facility to send in pictures of the vehicle’s
  camshaft. Since this is still a current claim, we can only provide an update of
  the situation as it currently stands. After Ms. **** took her vehicle into her chosen
  repair facility, the mechanic requested that her engine be replaced. Before
  Alpha Warranty Services can authorize the replacement of an engine, there needs
  to be clear evidence of the failure that caused the extensive damage that would
  require an engine replacement. This evidence needs to be in the form of clear pictures
  of the point of failure to ensure that it is covered under the terms of the
  contract. The claim has been waiting for several weeks for the repair facility
  to provide these detailed photos. After several requests and several rounds of
  pictures, our claims team is still not satisfied that the photos that the
  repair facility has submitted match the request. At this time, Alpha Warranty
  has been working to secure the right photos needed to show the failure so that
  an accurate determination can be made. We sincerely apologize that this has
  taken as long as it has, and we’ll continue working to secure the photos needed
  to make a proper evaluation of Ms. ****’s vehicle to determine if coverage is
  available.

• Initial Complaint

  Date:10/24/2023

  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.

  On December 7, 2019, I purchased a car warranty for my 2016 Ford Fusion. I needed some repair work completed. I took my car to the dealership on September 28, 2023. Substantial covered work was required. I submitted the claim to Alpha Warranty on September 29. Alpha Warranty brought in three different adjustors to review the claim, taking almost a month. Then, they only covered one third of the claim. They did not deny the claim, they simply refused to pay the full amount on each service. Now, I am paying over $2,000 to get work done that Alpha Warranty agrees are covered under their contract.

  

  Business Response

  Date: 10/26/2023

  Dear BBB, we wanted to address the concerns you've raised in
  the complaint from Mr. ***** and provide some insights into his claims
  experience with Alpha Warranty Services. His first claim was paid in the amount
  of $255.18, while his second one was authorized in the amount of $1,425.97. We
  strive to provide coverage for a wide range of components and conditions, and
  our claims team evaluates each case based on the terms and conditions outlined
  in the Vehicle Service Contract (VSC). It's important to note that VSCs have
  specific terms and conditions, including certain items listed under the
  "What is not covered" section. These limitations are crucial to
  ensure the sustainability and affordability of the program while maintaining
  transparency regarding covered and non-covered components. We understand that
  these limitations can sometimes lead to unexpected costs for the customer, and
  we apologize for any inconvenience this may have caused. Regarding the cost
  difference in his claim authorization, we have noted his concern about the
  labor hours charged by the Repair Facility (RF). We acknowledge the significant
  difference between the RF's request of 7.6 hours for a covered component and
  the 1.1 hours listed in the industry standard ALLDATA labor guide. We take such
  discrepancies seriously and have initiated a review of this specific claim to
  ensure that you receive a fair and accurate estimate for the covered repair. We
  apologize for any delay or inconvenience Mr. ***** experienced during the
  claims review process, as well as the unexpected cost difference. Our aim is to
  provide our customers with efficient and fair claims resolutions while
  upholding the integrity of our program. If Mr. ***** has any further questions
  or concerns regarding his claims or the resolution process, he is free to call.

• Initial Complaint

  Date:10/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had a issue with my car and Alpha Warranty approved the claim. The mechanic submitted payment and forged my name on the invoice. I reached out to the warranty company and they refuse to follow up. They are on the mechanic side, but I am the customer I have proof that I did not sign the document and don't even have possession of the auto.

  

  Business Response

  Date: 10/24/2023

  Dear BBB,
  We want to address these concerns regarding this customer’s
  recent experience with their repair facility and Alpha Warranty Services, as
  you've brought to our attention via the BBB.
  Upon investigating the matter, we have taken the following
  actions:
  
  Claim Approval: The limit of liability on this
  customer’s service contract with Alpha Warranty Services is $5,000. Since the
  cost of the repair was $7,200, the customer’s responsibility is $2,700.
  Forgery Allegation: We take forgery allegations very
  seriously, and we immediately initiated an investigation into the claim of the
  customer’s signature being forged on the invoice. The integrity of the Alpha
  Warranty process is not in question, so we have contacted the repair facility.
  
  Communication with the Repair Facility: We have
  contacted the repair facility to understand their side of the situation and to
  address any concerns or discrepancies related to the repair. From our
  conversation with them, we understand that the repair has been completed and
  the vehicle is ready. However, according to the repair facility representative,
  the customer was upset that Alpha Warranty can only pay the limit of liability
  on the service contract, so they told the repair shop to “keep the car.”
  
  Customer's Responsibility: As mentioned, there is a
  difference of $2,700 between the repair cost and the coverage provided by Alpha
  Warranty Services. It is important to clarify that this amount is the customer’s
  responsibility as outlined in the customer’s vehicle service contract.
  
  Alpha Warranty Services remains dedicated to providing our
  customers with the best service possible.

• Initial Complaint

  Date:10/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Alpha warranty services are trash. I had a torque converter failure well within the timeframe and mileage of my contract. Took my truck to a dealership to diagnose and after getting the quote from the dealership, Alpha denied over $700 in new seals, fluids, filters of NEEDED parts to properly repair the transmission. This is very sketchy practice! If you replace an engine, do you put used oil back in it??? Either this company does not understand proper repair techniques, or they are just out to cash in. Please get companies like this out of business, they are predatory!

  

  Business Response

  Date: 10/12/2023

  Dear BBB, we appreciate the opportunity to address Mr. *****’
  concerns.

  First and foremost, we would like to clarify that the
  contract he purchased, Budgetcare Gas Powertrain+ (Day One), is specific in its
  coverage. The contract explicitly outlines the items and components that are
  covered, providing clear guidance on the extent of the coverage.

  We understand his frustration regarding the denied items,
  such as seals, fluid, clamps, hoses, etc., which were requested by the repair
  facility. We want to emphasize that while these items may be necessary for the
  repair, they are not covered by the contract Mr. ***** purchased. The coverage
  is limited to the items explicitly listed on his contract, and it does not
  include those specific components.

  We want to reassure you that we did provide coverage for the
  Converter and the labor required for the repair. These are items that were
  listed on the service contract and, as such, are considered coverable items.
  The total payout on his claim was $2,181.40, which included the covered
  components, minus the $100 deductible.
  It's crucial to us that Mr. ***** fully understands the
  terms and conditions of his contract, and we acknowledge that the limitations
  can sometimes be frustrating. We value our customers’ feedback and will
  continue to work on improving our communication to ensure that our customers
  are well-informed about their contract coverage.

  If he has any further questions or requires additional
  information regarding his claim, we invite him to contact our Claims Department
  on ###-###-####. We are committed to providing assistance and clarification as
  needed.

• Initial Complaint

  Date:10/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bough my car 30 days and paid extra $3500 for warranty thats suppose to cover everything in my truck bumper to bumper. Check engine light came on so we took it to service center and total repairs came to 2081 and suddenly they call to tell us that repairs and parts needed are not covered and they can only pay $900 of the total and we have been misinformed they dont cover the truvk bumper to bumper thats a scam and I am requesting my repairs to be covered AS THEY SHOULD BE

  

  Business Response

  Date: 10/12/2023

  Dear BBB, we appreciate the opportunity to address Mr. ****’s
  concerns.

  We were pleased to offer coverage for the thermostat repair,
  which amounted to $924.47 and are committed to providing prompt and effective
  assistance to our customers when their claims fall within the scope of their
  service contracts.

  However, the coolant temperature sensor and the Camshaft
  sensor are simply not covered by the vehicle service contract Mr. **** purchased.
  We understand that this can be disappointing, especially
  when unexpected repairs are needed.

  If Mr. **** has any questions or requires further clarification
  regarding his contract’s terms and conditions, we invite him to reach out to
  our Customer Service team at ###-###-#### and we’ll do our best to assist him
  with his questions.

• Initial Complaint

  Date:09/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today, 9-26-23, I had safelite autoglass repair out to repair/replace my damaged windshield. This is clearly covered under the warranty. Safelite told me that they could no longer do the repair because Alpha Warranties have defaulted on payments.

  

  Business Response

  Date: 10/09/2023

  Dear BBB, we apologize for the delay in responding to this complaint. Our Claims team is looking into this and has contacted Safelite about this concern.

• Initial Complaint

  Date:09/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an extended warranty with my 2017 Dodge Ram and they are refusing to approve payment for a claim to cover my turbocharger that is displaying an “internal failure” code. They first denied stating it was the wiring harness that caused the failure, the technician denied this and said that’s not true. Second time I called they stated the waistgate is not covered under the plan, my technician states it is an internal failure of the turbo, that is it. Each time I speak to someone they change the reasoning for denial when my A+ plan clearly stated my turbo is covered.

  

  Business Response

  Date: 09/07/2023

  Dear BBB, we’re sorry Mr. ****** is unhappy with the
  coverage of his Alpha Warranty service contract. From the claim information
  received from the customer’s repair facility, we understand that the problem
  with his vehicle is with the “wastegate” on the turbocharger. According to his service
  contract, only internally lubricated parts are eligible for coverage. Since a
  turbocharger wastegate regulates boost pressure and is considered a separate
  part and is not an internally lubricated part, it is not eligible for coverage. In his complaint, Mr. ****** states that
  the turbocharger has an internal failure, which could be eligible for coverage. In order to proceed with this claim, Alpha Warranty’s claim team will need to receive documentation from the repair
  facility showing the turbocharger failure before we can consider coverage. 

  Customer Answer

  Date: 09/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was sent the documentation that the service department also sent Alpha Warranty. Please see the below diagnosis as sent to me directly from the service technician. 
  

  (K137) CONTROL CIRCUIT FOR AN OPEN/HIGH RESISTANCE. DISCONNECT THE PCM CONNECTOR AND MEASURE THE RESISTANCE OF THE K137 CIRCUIT BETWEEN THE CONNECTORS READING 0.3 OHMS ALSO LOAD TEST CIRCUIT ASWELL LIGHT SHINES BRIGHTLY FOR 10 SECONDS.  INTERNAL FAILURE TO TURBO CHARGER
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 09/12/2023

  Dear BBB, thank you for passing along Mr. ******'s response. After a careful consultation with the Alpha Warranty mechanics, his response still doesn’t tell us that an internally lubricated
  part of the turbocharger has failed. This is the standard required for coverage consideration per his service contract. In order for Alpha Warranty to consider coverage on this failure, we would need to see propeller shaft play,
  bearing failure, or an internal seal failure. Unfortunately, anything else would still be denied as it would be considered failed due to
  other reasons. 

  Customer Answer

  Date: 09/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they just stated if an internal failure to the turbocharger, which is a part covered in my warranty could be provided, the claim “could” be covered. I copy and pasted the diagnosis given to me. If it says “internal failure of turbocharger” and the turbocharger is covered, why does it matter what part internally is failing? Any reasonable person can see Alpha Warranty is just finding any reason to deny coverage of the claim. I would like to officially request a full refund of the warranty I purchased in order to help cover the cost of a part listed as covered in my A+ warranty package. Thank you. 
  
  
  
  Sincerely,
  
  
  
  ***** ******