Alpha Warranty Services

Complaint: [redacted] I am rejecting this response because: diagnostics is not down time it is part of the repair. Still no attempt to answer about customer service..! Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that Roswell Mitsubishi has to send the refund to Capital Finance, and it is subject to Roswell Mitsubishi accepting that they have not sent funding to Alpha Warranty ServicesIf they dispute I want to get back once again and may lodge complaint with Federal Trade Commission and also seek help from attorney the possible resolution to get the money back with costs and interest paid because of the delay caused Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I never received a contract when I purchased the warranty, and I have tried to explain that multiple timesI received a one page pamphlet that is all, with no mention of needing a prior authorizationThere is apparently a breakdown in communication between the dealer selling your warrantee and the requirements of what paperwork the customer needs to receiveIf you don't feel responsible for paying for the claim then I would be happy to accept a refund for the entire amount I paid for the warrantyClearly the dealer who sold me the warranty did not do a good job but I don't feel like I should have to eat the cost of a repair that is covered under the warranty, just because you have found a loop hole.Respectfully, Matthew P [redacted]

Thank you for contacting us in regards to your concerns with the claims processI understand there is some risk involved in authoring the tear down to the repair facilityIf your mechanic is correct about his diagnosis, then you have nothing to worry about and we’ll pay for all of the tear down, as long as ALLDATA supports itIf your mechanic is incorrect about his diagnosis and the claim is not covered by your service contract you will be responsible for the cost of the tear downAs stated in the service contact you purchased and agreed to, under the 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 diagnosisWe apologize for any inconvenience and that you for your understanding

Complaint: [redacted] I am rejecting this response because: They do not inspect the cars before warrantying them, the car was under warranty for six months, Alpha still does business with [redacted] in Wolcott knowing that they sell warranties that will not be honoredThey get money for these and then do not honor them Sincerely, Megan A***

Ms [redacted] Thank you for contacting us in regards to your concernI apologize if the dealership was unaware or did not inform you of mechanical issues with your Vehicle at the time of purchase, however the Alpha service contact dose address pre-existing conditionsOn page two of your Alpha A+ Enhanced service contract, under Definitions it states; PRE-EXISTING: 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-EXISTINGAll 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 HolderOn page three under WHAT IS NOT COVERED, PRE-EXISTING CONDITIONS ARE NOT COVERED BY THIS CONTRACTThank you for your understanding

To Whom it may concern, I am writing in response to a complaint filed by [redacted] ***Unfortunately we can only cover failed components as stated in the contractOn page under Mechanical Breakdown it states: The inability of any covered part to perform the function for which it was designed due to defects in material or the original manufacturer’s workmanshipMECHANICAL BREAKDOWN does not include the gradual reduction in operating performance where a failure has not occurredThe camshaft adjusters and timing chain tensioner are all working as designed at this timeThis was determined bya third part inspectorFrom inspection report: “Tech used scan tool to actuate intake camshaftOperating as designed, at time of inspection” The only failed component is the camshaft position sensor, which we are prepared to cover for the customer

Complaint: [redacted] I am rejecting this response because: I have personally worked in the automotive service industry for over thirty yearsI am an ASE certified master technicianI know for a fact that parts DO fail with very little or no warning what so everI have personally seen brand new vehicles arrive at the dealership, with less than twenty miles on them, broken and rendered non-drivableIt happens all the time, and is evident by the many, many "Technical Service Bulletins" on all vehicles from every manufacturer!These are machines they break and parts fail prematurelyThese are the reasons people buy service contracts such as the ones you sellYour company, Alpha Warranty, is merely using this vague clause in the contract to avoid paying and upholding your obligationsMy contract states "All INTERNAL LUBRICATED PARTS" are coveredThe timing chains, tensioners and guides are all INTERNAL LUBRICATED PARTS! I will not except this decisionYour company is making a lot of money at the expense of innocent, ignorant peopleNeither You nor the public have heard the last from me on this matter Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: this buildup Alpha claims was there was not done in the thousand miles I put on the truck it was done before I bought the truck, that is why I paid $1,for the extended warrantyThe way it appears to me is the only money in play here is my $1,because if you really read the do not cover section they can contest a claim for missing an oil change legally this contract might fly but it is certainly not consumer friendly and each state should take a better look at this company, I have contacted the Texas Enfocrement Division and hopefully they will Sincerely, Jim P***

I just want my car repairs done like they say they would when I signed on and gave them my hard earned money

Dear, Ladarius D***, A mechanical breakdown is defined as any component that is NOT performing the function for which it was designed, any gradual reduction in operating performance is not considered to be a mechanical breakdownWhen the inspector went to your repair facility to inspect the vehicle they had found the following: While allowing the vehicle to idle for 25-30mins during inspection the vehicle did not smoke from the exhaust and the coolant level was full and no intermixing of coolant and oil, demonstrating no failure Also The Tie Rod’s were inspected and no slack was felt in either outer Tie Rod End’sWithout any proof or demonstration of failure on these parts we were unable to cover the claimWe do apologize for the inconvenience

Complaint: [redacted] I am rejecting this response because:I disagree with lack of lubrication and quarts low for the basis of denying my claimThe service tech never told me I was down quarts of oilNo warning lights were on the carNo smoke from exhaust indicating lack of oilThere was no oil leaks shown in the diagnosticsNo other engine issues due to lack of oilThe service tech repeatedly told me that this should be covered by warranty and it was not due to my lack of lubricationAnd that the warranty was using this as an excuse to avoid paying the claimIn fact the adjuster who came to look at the car approved the claimThen it is denied at underwritingHow can you confirm actual quarts low? During the claims process oil was never added or drained & changedNo way to confirm it was quarts lowThe dipstick on a mini cooper, only reads quartHow can you say it was down quarts?Do you have a phone recording or written notes from my technician saying it was quarts low? Without proof, it is hearsayIn the warranty agreement, what constitutes lack of lubrication? There is no definitionIs it “X” amount of quarts of oil missing? The wording is too vague and subjective The timing chain is a known issue on a mini cooperThe tensioner is a defective partMini uses a metal timing chain rather than a “belt” made of composite materialsThe reason for this is because unlike most cars that have a traditional timing belt made out of composite materials, MINI Cooper’s have a timing chain made out of straight up metalBecause it is located within the motor rather than in a safer environment and when it goes out, pieces of plastic and what not, is going to go flying aroundAgain, it is well documented issue for the Mini Cooper on the timing chainThere are lawsuits active in NY and NJ courts on the dangers of the timing chainThere has been 500,cases with the timing chain problem BMW has a recall on this issue but for my claim, they said since I have the extended warranty through Alpha, they should cover itAnd I agree Sincerely, Karen K [redacted]

Mr [redacted] , Our warranty does cover rings and pistons However, it only does so under certain conditions You are correct in stating that when a ring or piston fail, you will see oil consumption and/or loss of compression These are not the reasons for denying a claim They are symptoms of the failure We did not deny your claim because you had oil consumption and compression loss We denied it because the repair facility told us that the rings and pistons no longer sealed properly and should be replaced The statement in section of “What is not covered” does not exclude all ring and piston failures Nor does section deny all claims that have oil consumption or loss of compression It excludes only piston and ring failures related to wear What is covered by the contract is often termed “catastrophic failure” Pistons and rings can both break This is the type of failure that is covered by our contractFor example, if a ring were to break in half, or the ring land, which holds the ring in place on the piston, were to break off, you would see the same oil consumption and compression loss symptoms as when rings have worn out If the failure is a broken piece, we can see that the failure was spontaneous and catastrophic to the engine This type of failure is what the contract could cover When the pistons and rings have simply worn out and no longer seal well, this is not sudden It is a slow decent, where motor efficiency is slowly lost until it reaches a point that the ECU detects a problem with the motor and notifies the driver This type of wear can be caused by many things In the case of this type of Audi engine, most of these cases appear to be caused by the original engineering of the engine and it’s internal components Audi themselves recognized the inherent problem and extended their warranty As this failure is not catastrophic, but is instead a long slow loss of engine efficiency, this type of failure is not covered by our contracts When a repair facility calls us and describes a potential ring/piston failure, we have them get the customer’s authorization to take apart the motor and remove the pistons to show us how those rings and pistons failed It appears that this is not the process that was followed in your caseWe apologize for our lack of thoroughness and it is something we are going rectify We have already contacted the repair facility who has your car We asked them to tell us what state of disassembly the motor is currently in The gentleman we spoke with informed us that he did not know He stated he would look in to it and call us back with that information If you will grant your authorization to the repair facility to do teardown, then, when your motor is disassembled far enough (meaning pistons have been removed), we will send out a 3rd party inspector to review the failure with your repair facility These inspectors are not employees of Alpha Warranty They are employed by a completely unassociated company and do these inspections for many warranty and service contract companies They have no vested interest in our company, and we rely on them to give us the exact truth of what they find so that we can accurately process claims and provide coverage when and where we have promised to do so The inspector will also provide us with a written report of the findings, and with numerous photos cataloging everything he reviews If it is shown to us that the failure was catastrophic or sudden, then your claim will be reviewed under that new light If the inspection only shows us that the engine was worn out, as the repair facility had previously told us it was, then the claim would continue to be denied because wear and tear is not a covered type of failure If the claim were to be denied, then you would be responsible to the repair facility to pay for the labor for that teardown time We apologize for any confusion about how the contract functions We strive to make them as clear as possible and understand that we are not always successful If you would like to pursue this claim, please give authorization to the repair facility to take the pistons out of your motor From there, we will gladly take another look at this

Thank you for contacting Alpha Warranty. At this point we have provided more than sufficient documentation to show that you were advised on two separate occasions that the cancelation would need to go through the dealership. In addition to that, you never did and still have not actually completed any cancelation paperwork (as per the guidelines of your contract). You did however continue to call requesting services and in fact went as far as to open a claim. Please reference the first response letter sent to you and the BBB stating: “As per the terms of your contract on page 4 under the “Cancelation” heading. If this contract is canceled after the first thirty (30) days, Alpha Warranty Service, Inc. Will refund the unearned wholesale purchase price to you on a pro rata biases. The refund will be equal to the lesser amount produced using either the number of days the contract was in force or the number of miles the vehicle was driven prior to cancelation, less any claims paid and an administration fee of fifty dollars ($50). Your contract is set to expire on 8/23/2017 or at the mileage of 250,680. On the last claim dated March 10th 2017 your mileage per your repair facility was 219,937 (this leaves a remainder of less than 31,00 miles and 5 months on this contract). Based on this information the pro-rated calculation of miles, time and claims paid there would be no refund available on this contract if you decide to cancel. “ Had you made any actual attempt to move forward with the cancelation process we would be willing to take another look at this situation. Given the fact that you were advised on two occasions that the cancelation process (also as it is stated in the contract) needed to be completed through the dealer and no effort was made we are considering this matter resolved. No further action will be taken on the part of Alpha Warranty.

Mr [redacted] ***, Thank you for allowing us the opportunity to address your concernsUpon reviewing the claims that have been submitted to us on your Cadillac CTS, we have found that we received a request for a repair on 4/3/it was determined that a repair was needed to the fuel systemAt that time, we approved the claim to be paid in the amount of $which is the Limit of Liability for your fuel system based on the terms of your contract We called your repair facility several times to provide them with an authorization number so we could pay them the $500, we never received a return call or a signed invoice indicating the work was completedTherefore, we were unable to pay the repair facility for the repairIf the repair was completed and you can provide us with a signed invoice and proof of payment for the repair of the Fuel Tank Sending Unit we will be happy to reimburse you the amount of $The other claim we received on 1/9/we were advised that the failure was to the water pump, this item is eligible for coverage, once again we authorized the Limit of Liability as per the terms of your contract in the amount of $for the cooling systemOnce again, we were never contacted by the repair facility or by you to request paymentWe are prepared to honor the above-mentioned amounts if we can be provided with proof of completed and paid for repairsYou mentioned in your correspondence that you would like to cancel the service contract, if this is the route you prefer to take you will need to contact the dealership where you purchased the vehicle and the service contractAll cancelations are done through the dealership, they will provide any refunds due back to you, this is done on a pro-rated basisAny refund will go to the lien holder if there is one and if not, it will go to you If you would like any further information or a cancelation quote please contact your dealer

To whom it may concern, This is being written in response to a complaint filed by [redacted] In regard to the turbocharger, the RF (repair facility) stated: The car is coding for the turbocharger vane/wastegate actuator, which is integrated into the used turbo unit the warranty company had us install on RO 9613, 2/25/16, 100,milesBecause the vane/wastegate actuator is not an internally lubricated part of the turbo unit the warranty company supplied, they are refusing to cover the turbo replacementThis is incorrect as the turbo was covered under warranty by the vendor that provided the partThe RF has acknowledged they have received the replacement turbo as of 11/7/ In regard to the fuel pump, the RF stated: It is also coding for low pressure fuel regulation fuel pressure regulation outside specificationThe car does have reduced performanceFrom our checking, this indicates a failing in-tank fuel pump, which is the recommended repair and which is also covered by your contractHowever, the warranty company claims person was very evasive when I explained the recommended repair to himHe seems to think that a plugged fuel filter or something similarly rare could be the cause of the code and reduced performanceIn theory he has a point, but in reality and in my 20+ years of writing service for various makes and models, I have never seen a plugged fuel filter cause this type of problemIn fact, I've never come across a plugged fuel filter everThey fuel pump, a covered component, is the culprit, more than likelySince they have refused to pay for any diagnosis for the fuel pump concern, they have asked me to get your authorization for hours of diagnosis time up front ($240.00)My feeling is that if the warranty company is requiring us to jump through hoops to verify that a covered component has failed, and if we find that part has actually failed, they not only need to pay for a new fuel pump but also the $diagnosisThe fuel pump is indeed listed for coverage, but we need to verify it is failed“More than likely” is not enough to verify failure Per the contract terms, the customer is responsible for diagnosis chargesThe only other question I have is if the fuel pump has failed, how is the customer able to drive the car? If it is verified as failed we do pay diagnosis based on what is listed in the Alldata labor guide, which shows hr., not the hours requested by the RFThank you,

[redacted] , Thank you for contacting Alpha Warranty and providing us the opportunity to address your concernsBelow is a summary of the documentation we have regarding your claimOn April 5th you called in a claim indicating that there was a “ticking noise when starting”On 4/6/Larry Roesch Chrysler Dodge contacted us to provide the diagnosis They had made the determination that the issue was “broken bolts on both sides of the manifold” we let them know at that time that the bolts are not covered under the terms of this contractOn that same day, we spoke with you and provided the same information, that bolts are not listed for coverage under the terms of you contract, we also let you know that your contract is part specific if it is not specifically listed for coverage it will not be eligible Bolts are not listed for coverage; therefore, the claim was deniedOn 4/17/we received a request from the dealership that we readdress the claim; as a courtesy to the dealership we made the determination that we would aid you with this claim based on the diagnosis from your repair facility Attached is a copy of the exact diagnosis we received from the repair facilityAs you can see there is no indication of failures with either the manifold itself or for the cylinder head, we were never given the opportunity to approve or deny these items as we were never told they were an issueSpecifically, what we were told needed repaired were the bolts and we were prepared to offer a payment in the amount of $after your $deductible to complete that repairIf the manifold and cylinder head are in fact damaged and in need of repair, we will need to start a new claim and address these failures accordinglyWe are unable to address these issues because they did not go through the process needed to make the determination as to if they are eligible for coverage or notThe only way we can address these items is to have your repair facility contact us directly, start a claim and proceed with the claims process as per the terms of your contract

Thank you for the opportunity to provide you with additional information, it is our hope that this information will help you to understand why we had to deny your claim based on the terms of the service contractOn April 24th we received a call from All Star Dodge requesting to start a claim for your Jeep Grand CherokeeThey told the claims adjustor that the car was “towed inIt overheated and had a knocking noise” At that point we requested the repair facility to provide further diagnosis so we could determine exactly what had failedYour repair facility advised that” the heads were removed, the #valve seat dropped and the coolant temperature sensor got hot enough to melt.” The temperature sensor also known as the heat tab is a small metal tab that is designed with a material in the center that will monitor the engine temperature and will melt if the engine overheatsAs you can see in the Attached pictures, the heat tab in your vehicle has clearly been compromised due to the overheating of the engine In as much as we understand and sympathize with your frustrations in this situation we must refer to your vehicle service contract on page under the “what is not covered” heading, # Repairs required due to overheating, regardless of the cause of overheatingBecause we are bound by the terms of the contract we must stand by our decision to deny this claim

Ms***, In the case of your vehicle, as is the case in many of the claims we handle, the teardown we have requested is no more than the necessary disassembly work that is required to replace the failed partsThese repairs are necessary for your vehicle to function correctly, and to turn off the Check Engine Light, the vehicle must be disassembled regardless We are unable to guarantee coverage until we see what has caused the failure We are not requiring anything EXTRA at all We are requiring that the first half of the work be done before we guarantee covering the repair If your intention is to not have the vehicle repaired unless we will cover it then we must advise you that this can have serious detrimental effects to the life of your engine as well as its future performance, and likely to any future engine coverage under the contract Typically, a customer in your position MUST have the vehicle repaired properly regardless of our contract, you are correct when you state that we place the initial burden on you until we know if this is a covered failureNot everything that can cause the type of intake failure your vehicle is suffering from is a covered failure The intake manifold is listed in the covered items section, however; This is not a guarantee of coverage for every part listed It is a list of parts that qualify for potential coverage There is another important contract section that comes in to play here as well, the “What is not covered” section“What is not covered” defines the ways in which parts that are listed for coverage may still be excluded from that coverage, the most common reasons a part is excluded from coverage are general wear and tear, deposit build up, or damage to it from a non-covered part We are required to have teardown so that we can ensure that your part has failed in a manner that is covered by the contract We understand that this can seem overly technical however it is a necessary part of the process, a process that is outlined in your contractWe try to make our contracts as clear and understandable as possible and strive to provide excellent customer service and coverage that helps our customersThe expectation is that the customer will be willing to do their part to complete this process as well We regret that in this case we have been unable to reach a resolution, if the coverage or the processes provided by the contract is not meeting your expectations, please feel free to return to your dealer and begin the cancellation process Under the terms of the contract page under Cancelation YOU may cancel this CONTRACT by first notifying the seller where the CONTRACT was purchased and by receiving from them an odometer statement indicating the odometer reading at the date of the request for cancellationThe odometer statement, along with a short letter stating the reason for cancellation and current date must then be faxed or mailed to the ADMINISTRATORCancellation requests with incomplete information will not be processedIf YOU cancel this CONTRACT within the first thirty (30) days, YOU will be refunded the entire purchase price, less any CLAIMS paidIf this CONTRACT is canceled after the first thirty (30) days, YOU will be refunded the unearned purchase price calculated on a pro rata basisThe refund will be equal to the lesser amount produced using either the number of days the CONTRACT was in force or the number of miles the VEHICLE was driven prior to cancellation, less any CLAIMS paid and an administration fee of fifty dollars ($50)Tell us why here

Thank you for contacting us about this issueOn October 11th the repair facility had started the claim process with us and notified us about the engine issue, during that call the claims adjuster did instruct them multiple times on that call to obtain YOUR authorization to complete the tear down to point of failure on the engine, per the service contract it is the contract holders responsibility to authorize and pay for teardown/diagnostic to determine if the vehicle has a covered repair under the coverage of the contract, if the repair facility did not obtain your authorization to do the tear down on the engine then that may be a concern you will need to address with your repair facility, they were instructed to obtain your authorization to complete the teardown on the engine After speaking with your repair facility, a customer service representative had reached out to you by phone on October 11th to inquire about the issues you had brought your vehicle in to the repair facility for and when you had purchased your vehicle, at that time you did notify us that your vehicle had been purchased in Prior to speaking with you at that time we were unaware that the vehicle had been purchased prior to the sell date of your service contractUnfortunately, dealerships are only able to sell our service contracts in conjunction with the sale of a vehicle and this information is clearly stated on the declaration page of the service contract under the Terms and Conditions it states: “This CONTRACT is only valid if purchased in conjunction with the purchase of an eligible VEHICLE”We do apologize if your dealership misunderstood how to sell a service contract properly, they should have never offered a service contract on a vehicle that was purchased prior to the sale date of the service contract Due to the fact that we were unaware that the vehicle had be purchased separately from the service contract and we had already instructed the repair facility to complete the teardown after obtaining customers authorization to do so, before consulting with you about the sale date of the vehicle, we would be willing to offer to assist with reimbursement for hours of labor at the repair facilities hourly rate of $95/hour, after we receive an finished invoice and receipt of payment showing the teardown was already paid forIf you are wanting further compensation, you will need to inquire about that with your selling dealership Being that the contract has been canceled due to the sale date discrepancy, your dealership should be issuing a full refund of the purchase price of your service contract to you