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:08/16/2023

  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.

  Alpha Warranty Services *** sells policys that they do not honor, 100% no deductible policy with rantal car at no fee, a covered person has to fight and argue for every step, and they add payments and charges to a no deductible insurance warranty, wearable items not covered, but when an item is wrecked from a covered item failing it is not covered, for example an alignment is not covered but when the vehicle has front end parts replaced an alignment is now needed to be able to drive, not from use, but from new parts being installed, not covered, a seal wrecked from covered part breaking, not covered but will void warranty if not fixed, but wrecked from covered failed part?

  

  Business Response

  Date: 08/17/2023

  Dear BBB, we're sorry this customer has been dissatisfied with the coverage he has received on the vehicle. Alpha Warranty has authorized the coverage of $1,100 for other parts that fall under the service contract agreement. Additionally, the customer's ********************** facility requested to replace the vehicle's lower control Arm, the upper control arm, and requested an alignment. As per the service contract, the alignment is excluded from coverage. The repair facility shows that the point of failure for the lower control arm is a split protective boot, which excludes this repair from coverage under the contract. Be aware of pages 3 and 4 of the service contract, under the heading What is not Covered, lines 13 and **************************************************************************************** split protective boots, are excluded from coverage. 

• Initial Complaint

  Date:08/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/5/23 purchased Alpha Warranty Services. Contract number VSC1000148227 in the amount of $2542.00 for warranty services for 2015 ***** V60 T5, VIN *****************. On 7/27/2023 at 5:13 am EST, I sent an email to Alpha requesting to cancel the warranty and be reimbursed for the unused portion of warranty. First, they responded by saying that they could not find me in the system. Then, after another email they state that they found me in the system but were unable to honor my request because the request needed to come from the auto dealer. I reached out to the auto dealer but apparently, they did fulfill the request requirements as per Alpha Warranty. Finally, Alpha Warranty agreed to allow me to request the reimbursement but apparently the funds go to the dealer. Also, when I electronically signed the request, I was told it would take ten days. Now, Alpha Warranty says it may take over 30 days and the funds go to the automobile dealer. I am requesting that my reimbursement be sent directly to me as I own the vehicle outright. I paid cash for the vehicle, there is no lienholder involved. I also paid for the warranty in full (not the dealer). There is no financing involved here. I hold the title free and clear and I am requesting a reimbursement of the warranty services within 14 days of this request. I think that is reasonable. And I am requesting that it comes directly to me, not the dealership where I purchased the vehicle.

  

  Business Response

  Date: 08/04/2023

  Dear BBB, thank you for passing this customer's complaint to us. We understand her frustration and apologize for the back and forth with the dealer. As she noted, the service contract was purchased on May 5. Alpha Warranty received the funds from her dealer on July 25th. Alpha Warranty received the cancellation request on August 2nd at 8:48 am. The standard turn around for refunding canceled service contract is ***** business days, which means the customer should receive her refund between the 17th to the 22nd of August. 

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20422438
  
  I am rejecting this response because:
  

  Alpha Warranty initially stated that my refund would be issued to the dealer I purchased the car from. I would also like to see in writing where they state that they have now decided to issue my refund to me instead of the dealer. 

  
  **********************************************

  

  Business Response

  Date: 08/10/2023

  Dear BBB, we apologize for the confusion with ****************' claim refund. According to policy, once Alpha Warranty receives the signed cancellation request, we send the refund amount to the dealer. The dealer receives Alpha Warranty's cancellation notice and the refund amount and issues the final refund to the customer. This process from ***************************************** usually takes ***** business days, which means the dealer should receive everything needed from Alpha Warranty by the 17th to the 22nd of August. After that, it is in the dealer's hands. We hope this helps.

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20422438
  
  I am rejecting this response because:

  I paid for this warranty and not the dealer. I am tired of being lied to by this company and I am requesting a prompt refund, not to the dealer, but to myself because i paid for this warranty. The dealer ignored requests to comply with the cancellation of the policy. I have little faith that my refund will be sent to me by the dealer. 
  
  **********************************************

  

  Business Response

  Date: 08/11/2023

  Dear BBB, we're very sorry **************** remains unhappy with the status of her contract refund. Alpha Warranty's standard, written policy is to remit what is due the customer at cancellation and rely on the selling dealer to complete the process. At this time, there is nothing more we can do other than wait for the selling dealer to contact **************** with her refund. 

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My vehicle has an after market warranty with Alpha warranty. I have full coverage on the drive train, engine etc. My vehicle suffered a malfunction on 7.5.23 which caused an error code on the vehicle and was no longer driveable. I contacted a tow to have it towed to nearest vehicle repair facility and subsequently initiated a claim with Alpha Warranty same day. It is 7.17.23 and I have not heard anything from Alpha. The repair facility is also currently waiting with no response. I have had 0 communication from Alpha warranty to let me know what the status is. I've tried calling in numerous times and I only receive "It's under review" and when I ask for a number to speak with a supervisor or the person in charge or my claim, I am told "it is being escalated" - We've received 1 call back from a customer service advocate who tried to inform us she was "going to push it through" but that was last Thursday, July 13th 2023. I have not heard anything as of today, July 17th their is still no updates. Tried calling the customer service number again and told that it's still "under review" in the meantime, we have no car to get to work.

  

  Business Response

  Date: 07/28/2023

  Dear BBB, after some additional work with the customer's ********************** facility, the customer's claim was authorized for payment on July 19, 2023. Alpha Warranty considers this matter now closed to the customer's satisfaction. Thank you.

• Initial Complaint

  Date:07/14/2023

  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.

  Total rip off. Charge **** to **** dollars for warranty and have parts specifications to where they really don't cover anything. Got this warranty and only thing they would cover is one cv axle even though both needed replaced 2 years ago and now warranty is almost up and need a brake job done and they won't cover it cause they only cover brake calipers and piston cylinder. Only have **** more miles on warranty or tell February of **** and they only have paid $300 out of the $**** to $**** that I've paid, can't remember exactly what I paid but now it was around that since I was making payments for the first 2 years.

  

  Business Response

  Date: 07/18/2023

  Dear BBB, were sorry that Mr. ******** vehicle needs repairs that simply arent covered under the terms of the service contract he purchased.Todays vehicles are complex machines with thousands of moving parts. Our service contracts are designed to cover those repairs on parts that are most likely to need repairs. Since customers use their vehicles in a myriad of different ways, our products are designed to protect the vehicle up to a point. In this case, the repairs needed by Mr. ******** vehicle simply fell outside what was listed for coverage. As he alluded in his entry, Alpha Warranty is happy to have been able to provide coverage for a part that needed repair as it fell under the coverage listed in his service contract.

• Initial Complaint

  Date:06/13/2023

  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 have a 2017 **** F-150 that has a damaged turbo. Alpha warranty says they wont cover it because it had to be damaged by an outside source. The dealership says the air filter is 100% intact and that there are other ways of the turbo getting damaged like the turbo itself coming apart. They absolutely refuse to pay when they have no proof of how it got damaged and will not listen to the experts that work on them.

  

  Business Response

  Date: 06/14/2023

  Dear BBB, we're very sorry this customer's vehicle sustained damage that doesn't qualify for coverage under the terms of the service contract he holds. The reason his claim was denied was due to outside influence.
  
  Per the terms of the service contract, repairs due to outside influence or caused by non covered parts are excluded from coverage. This is explained under the "What is not covered" section of the customer's service contract. 
  
  5. ...covered parts when damage is caused by non-covered parts. Non-covered parts even when damage is caused by covered parts.
  
  7.Repairs required because of collision, abuse, operation without proper lubrication or coolant, road conditions, road debris, foreign objects, misuse.

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20178163
  
  I am rejecting this response because: As the Mechanics at the certified ***** Dealership stated to me. There was no way this was from an outside influence and Alpha warranty has no way of knowing where the damage came from as it could have been the impeller itself that failed. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/21/2023

  Dear BBB, thank you for forwarding ************************** rejection of our explanation. We have again reviewed his claim information and are willing to take an additional step in good faith to work with his repair facility. We're going to do everything we can to try and find a way to offer potential coverage. However, based on the information we have, ************************** claim is not eligible for coverage under the terms of the service contract he holds. Per the contract, only internally lubricated parts of the turbo are eligible. Having said this, we will be conducting another, thorough review of the situation to see if there may be a way to provide some coverage.

• Initial Complaint

  Date:06/09/2023

  Type:Order 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.

  paid $2000 for 5 yr unlimited miles from ****** ******** 01/21/2021 a 2015 Nissan Altima. May 2023 transmission went out. Contacted Alpha warranty srvc was advised take car to repair shop and have them call for details. Advised no deductible if repaired. Diagnostic complete, need new transmission $6100 from Nissan. Car jumps into 2nd gear code P0776 multipoint inspection replace CVT. Alpha was contacted several times but refused to fix my car stating it wasn't a mechanical issue with transmission. After researching, 2015 Nissan Altima have faulty transmissions. There is a Ca Lemon law I'm also looking into. I demand my car be fixed. My car sat a week at Nissan. I paid the deductible $149.05 and my car still isn't repaired. Need to understand why you only fix transmission per contract if its mechanical? I paid $2000 for what? Why should I have to pay out of pocket after being reassured by finance manager at ****** ******** that my warranty will cover repairs for my car. Alpha warranty company is garbage. I want my car repaired. I'm still paying on my load and the car is parked in the garage. I cant even get reimbursed for my car rental. This is ridiculous and I want my car fixed.

  

  Business Response

  Date: 06/20/2023

  Dear BBB, we're very sorry the customer has had such difficulty with their vehicle's repair. The customer's repair facility has reported the problem with the customer's vehicle as a transmission valve body, which is not listed as covered under the terms of the customer's service contract, which is known as "inclusionary," meaning that only those parts included for coverage are eligible. Unfortunately, the transmission valve body isn't listed for coverage, which is why it is ineligible. The customer's repair facility also lists brakes on the claim, which are also excluded from coverage under the terms of the contract. 

• Initial Complaint

  Date:06/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 05/09/2023 my wife and son had an issue with our 2013 ****** Murano, massive smoke from engine compartment, they thought car was on fire. I have been out of town for over 2.5 months caring for my 94 year old mother who is in ******* care. They called me, and after turning off the car and smoke finally stopping, I asked if the car seemed drivable since this occurred directly across the street from the ****** dealership.They were able to get across the street with no power steering. The Technician found the A/C compressor had seized up and would not spin, causing the drive belt to finally snap, causing the smoke. They also determined the belt tensioner was damaged due to these conditions.Since I was out of town and did not recall the conditions of the Warranty, I gave the dealership the ok to proceed on repairs, and paid $2103.19 out of pocket since my wife needed the car for doctor/etc *************** wife was later able to find the Alpha Warranty details, I called and they indicated to file a claim with their No ******************************* which I did with full details, and a copy of the full bill details. Alpha Warranty Services rejected the claim since there was no prior authorization done on repairs for the 6 year, 100K miles warranty. The car had ****** miles and was purchased on 11/11/2017. They did not dispute that the repaired parts should be covered, but the issue was no prior authorization was done.Given the conditions that occurred, with me being out of town with no warranty details, and the need for the vehicle, I assumed Alpha Warranty Services would have flexibility and pay for repairs when filing the claim. They would not, and rudely indicated the decision is final and nothing can be done.I will never again deal with this company.

  

  Business Response

  Date: 06/12/2023

  Dear BBB, after reviewing your request for the Non-Prior Authorization claim, we have decided to move forward with potential for coverage. We understand how hectic times can be with everything going on, we also recognize that you have been a loyal customer as this is the second *************** Contract that has been purchased from Alpha Warranty Services. We hope this helps ease your mind and the financial hardship you have been faced with; in addition, we hope to be able to provide potential for coverage in the future for any covered repairs/failures you may need. We wish you the best and appreciate your business.

• Initial Complaint

  Date:05/05/2023

  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.

  Bought a car and was sold tire and wheel warranty through Alpha Warranty. Realized within days that the warranty was moot because the wheels that come with the vehicle come with the same warranty already.contract provides 30 days to cancel. i have been trying to cancel within 15 days to no avail.the contract provides i can cancel the warranty within 30 days yet the company won't cancel warranty. for ********** says i may return the contract within 20 days alpha warranty mails it; but they never mail it, you must request it be mailed.have tried to cancel warranty via dealership and alpha warranty themselves. refuse to cancel warranty

  

  Business Response

  Date: 05/12/2023

  Dear ******************, we understand that you no longer need the tire and wheel service contract you were sold when you purchased your vehicle. Since the cancelation request was submitted so soon after the contract was purchased, your dealer didn't have the opportunity to fund the contract with Alpha Warranty, which is why this has taken longer than normal. Fortunately, your dealer has indicated that they will be refunding you directly, so please work directly with them to receive your money. Thank you for reaching out and providing the details of this situation.

  Customer Answer

  Date: 05/15/2023

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

• Initial Complaint

  Date:05/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2019 corolla from a dealership on February 2023. When buying this car, I was given an extended warranty for **** dollars. Within one month I relaised that I won't be needing this and requested a refund for which they said it will reach me within one month. But now it is been more than one month since I filed a compaint and the money is never returned. I have multiple calls to their customer service and spoke endless times asking for a status and refund but they never seem to care, it looks like they want me to shout as much as possible and leave it at some point when my energy is done so that they can steal my money. The customer agents doesn't seem to know anything because every time they give different answers and one person apologizes for what the previous agent said and are assuring that they were wrong and current one is right. I have also asked my car dealer regarding this and they helped me to take photo of my car and odometer and send all details to alpha. But still alpha doesn't take any action. My dealer has also reached out to them asking for my money. I am really fed up and extremely angry, if this doesn't get resolved here, I have consulted a lawyer on next steps. If this does not work then I have to proceed that way.

  

  Business Response

  Date: 05/12/2023

  Dear BBB, thank you for passing this information along to **. After some research into this customer's complaint, we have learned that the contract was canceled on March 16, 2023 and a check was issued to the customer's lienholder on their vehicle. The check for the amount cleared our bank on May 8, 2023. At this point, Alpha Warranty has met the expectations of providing the requested refund.

• Initial Complaint

  Date:05/02/2023

  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 used truck from a dealer and purchased an extended warranty.thried to use the warranty last friday and they told mew 2 days to get it processed.big o was calling to do the work as it is my ***** car that i signed as the main borrower and they told him the part needed to be rebuilt and will take a few days to get in. my son called back to talk to them on why the part is not new and now they are telling him the service contract is voided and call the car dealership.cant have it both ways after waiting for 5 days and getting 2 different ***********

  

  Business Response

  Date: 05/05/2023

  Dear BBB, with the number of claims Alpha Warranty processes each day, accurate communication is key, so all parties are kept informed of the status of the repair. In Mr. ****** case, there has been a miscommunication or misunderstanding of what the actual status of the repair is. After a careful review of this claim, it appears that this claim was never cancelled or denied. It remains open and is moving forward with new OEM parts rather than the used or remanufactured parts as stated by the repair facility. Alpha Warranty uses independent, third-party inspectors that work with the repair facility to verify the nature of the failure and provide ** with an objective recommendation. The inspection is scheduled and once performed, will provide Alpha Warranty with the details needed to provide the coverage needed within the terms of the service contract.