Alpha Warranty Services

I apologize in the previous response I referred to your repair facility by the incorrect nameWe do have Walton's Auto Service at Us Hwy Gouverneur, NY listed on your claimThe engine that was purchased on 11/16/through one of our trusted vendors was shipped to Walton's Auto Service at Us Hwy Gouverneur, NY Attached you will find a screen shot of the phone records between Alpha and Walton's Auto Service and 315.287.7277, also the calls between Alpha and the customer

Mr [redacted] , We have made every attempt possible to get your dealership to provide you with the cancelation refund amount that we sent to them when you canceled your service contractBecause they have been uncooperative with both us and yourself we have made the determination that we will provide you with the pro-rated refund amount that should have been provided by the dealership Please accept our sincere apology that this issue has taken so long to resolveWe are sending a check in the amount of $directly to you by regular mailThe check will go out tomorrow, the USPS tracking number will be [redacted] This amount reflects the pro-rated amount that would have been due back to you Once again, we apologize for any inconvenience this has caused

Thank you for contacting us in regards to your concern about your coverage The warranty service contract that was submitted to us by your selling Dealership was for the A+ program (1-12), the A+ Enhanced option was not selected and the additional $surcharge for A+ Enhanced option was not applied to the retail cost of this contractThe documentation that you provided shows pen markings over the computer generated check marks of the contract option selectionThe options selected in pen were not computer generated into the system at the time of sale, because the Enhanced option was not selected by the dealer nor was the surcharge for the option paid, we are unable to reimburse you for the claimWe apologize for any inconvenience this may have causedIf you have any further questions or concerns about the coverage that was sold to you please contact your selling DealershipWe appreciate your understanding and thank you for your business

Dear, Mr [redacted] :Thank you for contacting us about your issuePer your Warranty Service Contract we will use parts of like kind and quality to your vehicle for repairs and for the labor time we use Alldata software which states per the manufacturer of the vehicle how long the repair should take and we are not able to exceed that amount of labor timeOn your engine claim we were able to find an Engine for your vehicle from our parts vendor for $ [redacted] that we could have had shipped out to your repair facilityWe provided the options to be able to send out this part we found or pay the $ [redacted] to your repair facility for the parts they could provide for the repair, you had chosen to go with their partsWe then covered $ [redacted] for the parts and $ [redacted] for hours of laborThe total authorized amount of the claim was $ [redacted] after your deductibleYour repair facility had requested hours of labor which unfortunately exceeded the labor limit in AlldataYour rental car reimbursement is based off of approved labor hours of the claim, it does not include any down time, inspection time or waiting for partsFor the first day of rental reimbursement we require at least four hours of labor and for each additional day of reimbursement we require the repair take another 8hrs, with a maximum of $per day and cannot exceed days or $totalWe had 15.8hrs of covered labor hours which allows days of rental car reimbursementWe apologize for any inconvenience this may have caused and we thank you for your business.Tell us why here

Complaint: [redacted] I returned Delicia's call and spoke to CarlosI do not need to hear this againThere is no reason the repair shouldn't be coveredYou all are causing me a great deal of distressYou have my email addressIf you have something new to say email meI will try to reach Delicia one more time I am rejecting this response because:its the same rhetoric Sincerely, [redacted]

Thank you for contacting us in regards to your concernWe understand how troublesome it must be to purchase a vehicle and then to experience mechanical issue within one dayWe understand that you may not have been aware of the mechanical issue when you purchased vehicle, however the service contact is to assist with concerns that occur after purchase of the vehicle and contract not mechanical concerns that existed prior to the sale of the vehicle and contractBased on the inspection findings it is not possible the damage and/or failure to the valve could have occurred in the miles since you purchased the vehicle Your service contact defines Pre-Existing as: A condition and/or failure normally manifested through the gradual reduction in operating performance or whose condition may reasonably be assumed to have existed prior to the sale date/miles of this CONTRACTThis includes any part that was broken, worn beyond serviceable limits, or making noise at the time of purchaseAny component or system that was not functioning properly upon the first attempt to operate or upon first inspection is also considered PRE-EXISTING All covered parts must be in good working order prior to sale for the VEHICLE to qualify for this CONTRACTFailures or breakdowns resulting from PRE-EXISTING conditions are the responsibility of the Contract Holder Unfortunately due to this mechanical issue existing prior to the sale of your service contract it is not covered under the terms of your service contactWe apologize for any inconvenience and thank you for your understanding

That still doesn't fix my head stud issue Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Sincerely, Ladarian D [redacted] If thats not a failure then what is when the tire fall off from bad rods or when the engine blows from leaking oil? Dont understand just a waste of money

The contract the customer agreed to says the following regarding tear down: CONTRACT HOLDER OBLIGATIONS: YOU are responsible for authorizing and paying for any tear down or diagnosis time needed to determine if the VEHICLE has a covered breakdownIf it is subsequently determined that the repair is needed due to a covered breakdown, the OBLIGOR will cover such diagnostic and/or teardown charges per approved CLAIM, not to exceed diagnostic times listed in the ALLDATA® software (if not listed, up to sixty-five dollars $65)If the failure is not a covered breakdown, YOU are responsible for payment of such tear down or diagnosisIt is the customer’s responsibility to authorize the tear down to the repair facilityIf it’s found that it is a covered repair, we will pay for the tear down as long as it doesn’t exceed what’s listed in ALLDATAWhen it is determined to be a covered item we are very fair with our tear down reimbursementIf the customer would like more clarification on this they are welcome to give us a phone callIf it really is $for teardown the shop might not understand what’s expected of themThe shop is welcome to give us a call as well for further clarificationThe only way the customer ends up with out-of-pocket expenses for this tear down is if it’s determined to be a non-covered repair, the shop was wrong about their original diagnosis, or if the shop charges a markup beyond the industry standard timesThanks,Jeff R [redacted] VP of Risk & Operations

The rejection states that we did not contact them prior to the vehicle breaking down That is incorrect, we did contact them and followed their directions in having the repair facility contact them Complaint: [redacted] I am rejecting this response because: The rejection states that we did not contact them prior to the vehicle breaking down That is incorrect, we did contact them and followed their directions in having the repair facility contact them, they sent their inspector out and he claimed there was nothing wrong during a test drive However, the rear differential does need to be replaced It makes alot of noise and locks up on us Sincerely, [redacted]

Dear, Mr***, Thank you for notifying us of your issueWe are sorry to hear that you are not satisfied with your coverageYour contract does have a limit of liability for the transmission which is $2500, we have the claim ready to authorize that limit and we also waived your $ deductible on this claim We can authorize this amount when your Repair Facility calls back as they previously did not want to accept authorization until discussing it with you In regards to the timing chain repair, this component was denied because unfortunately, the amount of extreme wear could not have occurred In the short amount of time that the contract has been in effect, which was only days before you took your vehicle into the shop Due to the short time period and extreme wear, this was determined to be a pre-existing condition, unfortunately we cannot cover issues that occur or have been occurring before the contract effective dateThe diagnosis fees are only covered for covered repairs to the repair facility that completes the repairs on the vehicle, unfortunately if you choose to relocate the vehicle we cannot cover the costs of the diagnostics that your current repair facility has completed thus far or the towing fee’s to relocate it to a new repair facilityWe apologize for this inconvenience, but this is because until we receive a signed completed invoice and repairs have been successfully completed indicating their diagnosis and repairs were correct we cannot pay for the diagnostic fees until that has been sent to us

[redacted] , Thank you for contacting Alpha Warranty ServicesI have researched your service contract with Alpha Warranty Services and the only open claim I see was started on December 15, and approved for payment to your repair facility in the amount of $after your $ deductible on December 18, Please advise if there is another situation that requires our attention and we will be happy to research it for youTell us why here

Complaint: [redacted] I am rejecting this response because: This part failed, it controls the ignition of the spark plugs. I should be covered if parts fail. You can try to get out of every warranty you want, while we suffer here without money to feed our kids, pay our mortgage, etc. I paid 2500 dollars for a scam. Clear and simple! Sincerely, [redacted]

Alpha has sent an OEM (original equipment manufacturer) turbocharger to the shop and it has been installed and working correctly, as per the email from Andy at the repair facilityGood morning ***, the turbo is on and appears to be working normally As we suspected all along, the in-tank fuel pump is failing The fuel pressure spec for a properly operating pump is psi Yours is putting out to psi indicating failure Once we get open, I will call the service contract company for authorization since the pump is covered under your contract I have access to an OEM pump today that should get you back on the road by close of business, assuming there are no more "hoops" through which to jump Thanks for your patienceAndy @ Green Drop 503-567-Alpha has also authorized a fuel pump repair and days of rental

Dear, Mr***: Thank you for contacting us about your concernWe do apologize for the delay you had experienced during the claim processWe did however review the contact history on this claim and we found that you had initially started the claim with us directly on 11/20/and you had called again on 12/21/to check on the claim and we informed you we were waiting to hear from your repair facility at that timeWe did not hear from your repair facility for the first time until 12/22/which was 32days after you called us to start the claim originally and at that time we advised the repair facility to get your authorization for the tear down on the engine and for them to call back when they were ready to order the inspectiondays later on 12/28/you had called in again to check status of the claim, we advised you that we were still waiting to hear from the repair facility for tear down and to order inspectionOn 1/13/your repair facility called in to order the inspection and we requested for them to send the estimate againThe timeframe for inspections to take place is 24-48hrs after it is orderedOn 1/15/we reviewed the inspection report and contacted the repair facility again for the estimate to be sent to us, two separate times on this dayOn 2/15/you had called in to check status of the claim and we informed you that we were still waiting for the estimate to be sent to usOn 2/26/16, 42days after the first time we had requested the estimate originally, you called in again to check status of the claim and we explained that we had called the repair facility multiple times and have still not received the estimate for the repairs they would like to performLater that day we received the estimate at 9:45am and claim was authorized in the amount of $ [redacted] for parts and labor, after your $deductible, hours after receiving the estimate Unfortunately these gaps in between the contact your repair facility made with us caused the claim to take longer then necessary to processThank you for your understanding and have a great day

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Sincerely, [redacted]

Mr [redacted] : Thank you for your response to Revdex.com Utah and for eventually honoring the terms of my warranty contractHowever, I am not sure why you made so many words, giving a wrong picture of this case as the fact is: the policy terms are very detailed and accurate and the warranty conditions are defined unambiguously (at least on paper, which I saw before I bought this)Still, despite my car was considered covered at the time of the No-start event, Alpha Warranty rejected coverage multiple times thereafterLuckily, for companies like yours, which do not particularly appreciate the rights and time of consumers throughout our country, reporting and consumer protection agencies like Revdex.com exist to provide help and informationThey helped to get you respond and to honor the warrantyThe information part I find at Revdex.com is that your company got already lots of bad reviews on this website alone (way more long & bad reviews than short, 1-sentence good or neutral reviews)Thus, I will be watching very carefully how this claim will be handled by your company and will post back here and also to many crowd-sourced review platforms like Yelp!, Angie’s List and others about the outcome of this claim Respectfully, * [redacted] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you much for your help! Sincerely, [redacted] ***

Dear, Ladarian D***, Thank you for notifying us of your concern The reason for the claim being denied was for the following reasons: The Safety Restraint System and Timing Cover Seal are not covered components under this warranty contract, also the Valve Seals have not failed yet and your repair facility was unfortunately not able to demonstrate the failure on the tie rod'sAccording to your Warranty Service Contract we are unable to cover any component that is still performing the function for which it was designed any gradual reduction in operating performance is not considered to be a mechanical breakdownWe do apologize for any inconvenience this may have caused and we appreciate your understanding

Complaint: [redacted] I am rejecting this response because:The contract does not stipulate the diagnoses of repair, the vehicle was in the shop two nights and thereform the repair was not completed in four hours. The part was clearly covered or you wouldn't have replaced it. The total time for diagnoses and repair is well beyond the four hour minimum for rental reimbursement. Also this only try's to answer one concern the other is customer service and the time it takes to get something approved..! It shouldn't take two hours to approve a claim especially when we told you the closure time of the repair shop and rental car establishment. This is taking a lot of time for a 35 dollar rental reimbursement..! Timeliness of repair has cost me way more than you are paying out. Unless you can guarantee the shop only took four hours to repair my covered part you cannot claim it did. My down time without a vehicle is currently 36 hours and counting. And since you have cleverly covered your tracks on down time you need to redo it to cover diagnostics. Sincerely, [redacted]