Alpha Warranty Services, Inc.

Mr***, Thank you for contacting us about your issueThe denial status of this claim was determined based off of the information that was found during the inspection of your vehicleThe inspector did find that the front differential pinion nut was missing and there was metal in the housing
from broken pieces of the pinion and side gearsDue to the nut being missing on the differential and the damages that were found were caused by that missing nut, we were not able to cover the claim due to this cause of failureUnfortunately nuts are not listed for coverage on your service contract and any damages caused by non-covered components are excluded for coverage under the “What Is Not Covered” section of the contractWe do apologize for any inconvenience this may have caused

Mr., *** ***, Thank you for the opportunity to address & clarify the reason for the denial of your claim for the transmission on your Chevrolet Silverado You stated that
the reason for the denial was due to a worn belt, please allow me to apologize to you if this was the reason that was conveyed to youThe actual reason for denial was due to the continuous use of the vehicle after the problem had been noticed We received a phone call from you on 2/8/at that time you had started a claim indicating that you were having issues with the transmission “shifting is odd and improper; it was noticed weeks ago”. We never received a call from you or from your repair facility advising that the issue had been address; therefore, the claim was closed after days of no contactBecause the issue was noticed over a year ago and never taken to a repair facility to be addressed the actual reason for denial is “continuous use” please see page of your contract under What is not covered: Repairs required due to lack of proper and responsible maintenance, abuse through improper towing, and abuse through continued operation of an impaired VEHICLE that shows signs of a clear mechanical problem Additionally, on page under; Duty of the purchaser when mechanical breakdown occurs: When a MECHANICAL BREAKDOWN occurs, YOU shall protect the VEHICLE, whether or not such MECHANICAL BREAKDOWN is covered by this CONTRACTAny further damage to covered or non-covered parts of the VEHICLE, due to YOUR failure to protect, shall not be recoverable under this CONTRACTContinued operation of the VEHICLE after any MECHANICAL BREAKDOWN shall, in all cases, constitute a failure to protect the VEHICLEFailure to protect the VEHICLE is not limited to continued operation after MECHANICAL BREAKDOWNOther acts of neglect by the purchaser may constitute a failure to protectRegular maintenance service as recommended by the VEHICLE manufacturer is a condition of this CONTRACT Once again please allow me to apologize for any misunderstanding there may have been when explaining the reason for the denial, it is not due to the belt it is due to the continuous use of the vehicleRegrettably as per the terms of the contract we are unable to proceed with your claimTell us why here

*** ***, Thank you for the opportunity to address your concerns regarding your recent claim. When you started the claim, you advised the customer service representative that the vehicle was used for personal & construction “I have a remodel business”There are several places in
the contract that address commercial usePlease see page under Definitions: COMMERCIAL USE OPTION: An option that when applied extends COVERAGE to the VEHICLE if used for commercial purposes, up to ton, which include but are not limited to: a VEHICLE that advertises a commercial enterprise with signage, route sales, route service, inspections, examinations, maintenance, repair, gardening and lawn care, and carrying personal tools to the job siteUsage must not exceed manufacturer’s ratings or limitationsThe COMMERCIAL USE OPTION is unavailable, and there is no COVERAGE under the CONTRACT, if the VEHICLE is used in farming, ranching or construction The “commercial use” option was not selected at the time you purchased the contract and therefore would not apply in this situationPlease see page under Ineligible Vehicles: any vehicle used for commercial purposes (unless applicable option is applied.) The above-mentioned items in conjunction with the fact that the work was done on a Thursday while we were opened for business Please see page under Contract Holder Obligations To assure COVERAGE under the terms of the service contract, an authorization code must be obtained from the ADMINISTRATOR prior to any repairYOU are responsible for verifying that the REPAIR FACILITY has obtained an authorization code prior to any repairsYOU are responsible for informing the REPAIR FACILITY of the terms and conditions of this CONTRACT before any repair work is performedIn the event that COVERAGE is provided under this CONTRACT, WE will be subrogated to all the rights YOU may have to recover against any person or organization arising out of any Are the reasons for the cancelation of the contract, additionally the contract is due to reach the end of the term next month. We hope that this information clarifies the reason for the cancelation

Complaint: ***
I am rejecting this response because:
The company's promotional materials is misleadingI purchased the warranty to have a piece of mind in my purchase of a used carWhen the time came and this used car had a major engine failure, the approval of the repair costs were not swift and, in my mechanic's professional opinion, the approved charges were not even sufficient to cover the barest necessities.There was not one single phone call from this company during this repair process to provide any updates and there were delays in sending field technicians to examine the vehicle.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Requesting worth of break down prior to a claim being approved or denied is not reasonableThe repair facility knows what's wrong with the vehicle without further breakdown and cautioned against this amount of break down without repairsIf You deny the repair then I have to pay breakdown that I would not need otherwiseThis solution is the equivalent of playing Russian Roulet with MY moneyThe only way this request is reasonable is if the tear down is paid for byAlpha regardless if the repairs are covered or not.Going through the dealership for a remaining refund is not a satisfactory solution at this pointA full refund for this contract is acceptable due to the ridiculous gamble you are willing to take with my money.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: We feel that it is unrealistic for us to have been aware of the issue that was reported days prior to our purchase of the vehicle, both the vehicle & policy were purchased in good faith. When speaking with the Alpha representative it was clear that if we had not taken the car to the same garage the issue was reported to in October, they would not have know that it had been reported by a previous owner. It was pure coincidence that the car was taken to the same garage and because of this we are being punished by Alpha denying the claim
Sincerely,
*** ***

Thank you for contacting us know about your concern, unfortunately
the repair of the Electrical component: "Totally
Integrated Power Module (TIPM)."
was denied, this item is not a covered part under your service contract, the
contract is itemized and if it is not specifically listed for
coverage it is
considered a non-covered partWe apologize for any misunderstanding or miscommunication
about your coverageWe did authorize and issue payment for the A/C Evaporator
Core for the amount of $*** to your repair facilityWe are sorry to hear
you were not satisfied with the coverage provided, this A+ Warranty contract
does however cover you for major repairs to your vehicle such as; the engine,
transmission, drive axle and many other major high dollar components listed on
your contractWe do apologize for any inconvenience and we do appreciate your
business

Concern was handled by phone with the customer

Complaint: ***
I am rejecting this response because: First they delivered the engine to the wrong shop (a different and cheaper engine from the one the mechanic suggested)Now they still won't cover the entire cost of the repair, leaving me with a balance of $after I've been without my car for months!
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Because it's electric parking brake caliper it comes with motorIt's one piece part And by VW manufacture that's how it comesI know exactly what my repair facility did and I know they did everything right, don't try to blame them for you not being responsible to cover this repairYou stopped covering calipers that have brake motor failure recently, but I singed contract years ago, so you need to cover this repair.Sincerely,
*** ***

Dear, *** ***, Thank you for contacting us in regardsto your concernAfter the inspection was completed on the vehicle the 3rdparty inspector did find that the cylinder heads gaskets are leaking to a drip,there is evidence showing that the leak has been a long term issue due to thebuildup
of road debrisThis is evidence that the gasket leak unfortunatelycould not have developed in the time that you have owned the vehicle, butexisted prior to purchase of the vehicle and the service contactThe Alpha WarrantyService Contract only covers problems that develops after contract waseffectiveHowever we are authorizing coverage for the transmission plate onyour claim. We do apologize for any inconvenience and thank you for yourunderstanding

Mr***, Thank you for contacting us about your issuePer your vehicle service contract we go with the most reasonable cost for repairs and cover parts that are of like kind and quality to the vehicleWe were able to locate a part for this repair from one of our trusted part vendors for
$225, any parts that are supplied from our vendors do come with 12month or 12,mile warranty on both the part itself and the laborWe do want our customers to be comfortable with the repair facility who completes their repairs so we allow you to choose what repair facility you want your repairs completed atUnfortunately, your repair facility refused to accept the part to be shipped in for this repair, even though the part is accompanied with a 12month or 12,mile warranty on the part and the laborWe are only able to cover the amount that we can obtain the parts for from our vendorsDue to the repair facility declining our part, this left you paying out of pocket the difference of the parts cost for their part. We do apologize for this inconvenienceTell us why here

Mr*** *** *** ***, Thank you for the opportunity to address your concerns, please allow me to clarify some of the information you provided. When you mentioned that you “were asked”
if “if I ever use the vehicle for farm use.” We were concerned, because we do not ask specific questions such as thatWe do need to ask what the vehicle is used for when completing the customer questions for the claimWe pulled the caquestion anticipating potentially having to have a discussion with the customer service representative that you spoke withA review of the call revealed that you were not asked if you use it for farm use, what you were asked specifically was “what do you use it for, the main use?” in response you answered “I use it to haul a trailer, I haul hay for my horses I have it for a farm truck.” Based on the information that you provided and the terms of the contract we contacted you to advise the contact would have to be canceled. Regarding your comment: “I was told the entire amount of the original purchase price would be returned to me, and now, Alpha is saying they are going to keep $for processing fees!!” Please refer to the previous correspondence we have had with you regarding this concernOn Mon, Aug 21, at 3:PM, Alpha Warranty CS Management wrote: We have been in contact with your dealership and you will be receiving a full refund, please allow two weeks then contact the dealer directly for your refundOnce again I do apologize for the misunderstand and negative experience you have hadBelow is the portion of the contract that specifically address farm use (for your reference)“COMMERCIAL USE OPTION: An option that when applied extends COVERAGE to the VEHICLE if used for commercial purposes, up to ton, which include but are not limited to: a VEHICLE that advertises a commercial enterprise with signage, route sales, route service, inspections, examinations, maintenance, repair, gardening and lawn care, and carrying personal tools to the job siteUsage must not exceed manufacturer’s ratings or limitationsThe COMMERCIAL USE OPTION is unavailable, and there is no COVERAGE under the CONTRACT, if the VEHICLE is used in farming, ranching or construction.” And again, on: On Mon, Aug 21, at 4:PM, Alpha Warranty CS Management wrote: I am not sure who told you that you are being charged $but that is falseYou will be receiving a full refund, as I mentioned we have been in contact with your dealership and they are aware of this factWe have attempted to be responsive and forthcoming to your emails and Revdex.com complaints knowing that misunderstanding happen. However, it appears by the tone of your email correspondence this is not sufficientAdditional correspondence from you: From: *** *** [mailto:***] Sent: Monday, August 21, 2:PM To: Alpha Warranty CS Management Subject: Re: Contract # *** That dealership is a representative of you. They did not follow your guidelines, according to you, and you are responsible for this. Apparently you care nothing for your reputation, or my plastering your misdeeds all over social media and every where else I can think of would matter to you. Maybe if I pursue legal action for breach of contract you would pay attention to me. It seems that's the only thing that makes cheaters like you pay attention. I will next contact CAWA, Carsdirect, and Autos.com. I will continue to do whatever I can to let EVERYONE know what a bunch of con artists you are. If I do not have results that fix my truck within days, I will be forced to take more drastic legal steps We have provided the information as to the terms of the contract and the reason for the cancelation, a full refund of the contract price will be provided back to youThe contract will remain canceled due to farm use and no other action will be takenOnce again we do regret the misunderstanding and will use this experience as a learning tool moving forward to provide a better customer experience

We have and will continue to work with all of
our selling dealers to make sure they understand our policiesWe also give all
of our customers a days period where they can review their contract and
cancel if they’d like with no penaltyWe do everything we can to make sure our
customers understand what they are buyingWe’re sorry for the confusion
surrounding your vehicle

Complaint: ***
Thank you for your timely response, but your resolution regarding this matter is unacceptable.I spoke with the dealership regarding the warranty I purchased with the car & what that warranty covers. After reviewing the warranty, the dealership stated that the majority of the items listed on the repair summary should be fully covered by that warranty, taking into consideration items listed in the warranty that routinely wear out which are stated in writing as obviously not coveredThrough this entire process it has become apparent that there were pre-existing issues resulting from previous repairs performed on the car before I purchased itHOWEVER, the car was sold to me by the dealer without any information regarding pre-existing issues being disclosed or unknownThe Major issue though is that the car was sold to me with a FULL WARRANTY purchased from your company & nowhere in that warranty does it list any exclusions based on unknown or pre-existing conditions prior to purchase.
Sincerely,
*** ***

Concern was handled by phone with customer, Alpha has agreed to pay for the OEM part on the current claim for the Rack And Pinion Gear / Steering

Alpha authorized the full limit of liability (NADA value of the vehicle) for this contact, the amount of $*** on 12/11/The repair facility * * Automotive is currently installing the replacement engine and estimates the repair will be completed tomorrow (12/30/2015)Once the repair is complete Alpha will issue a credit card payment to the repair facility

Dear Karen K***, The denial of your claim was determined withthe information provided from your repair facility as well as the informationfound during inspection of the vehicle The repair facility did advise uswhen they called that “the oil level does not read on the dipstick, it is atleast qts low.” Also the repair facility had advised us that the Timing ChainTensioner requires engine oil pressure to maintain pressure on the TimingChain, when the oil level is low, the pressure to the Tensioner drops andcauses slack in the Timing Chain and that the low oil pressure was in fact thecause of the Timing Chain failureOur inspector did confirm that the upper andlower Timing Chain Guides were broken allowing the noise to occur and causeslack on the Timing Chain TensionersOur inspectors are from a 3rdparty inspection company, so they are a neutral party inspecting the vehicle,the inspectors do not authorize/deny the claims, the information they find issent to us in a report and are then reviewed by our claim adjusters to come toa decisionYour claim shall remain denied because of the failure being causeby lack of proper lubricationWe apologize for any inconvenience this may havecaused

Thank you for contacting us in regards to your concernA second inspections has been performed, the third party inspector reported back to us; “I had the tech clean the active sway bar off cause it was full of light oil and road grimeWe drove the vehicle milesNo ARS sway bar codes were
present and no active leak from the sway barThe cust took a photo also of the sway bar motor we cleaned off after the test drive.”The inspector also reported “No failure or leak in active sway bar at this timeThe motor is clean”The service contact covers mechanical failures, because the repair facility has not shown any failure of the sway bar at this time the sway bar will not be replaced under your service contact at this timeThank you for your understanding

We are currently working through Mr***’s concerns by phoneThe claims specialist is ready to authorize the repair, in addition we are going to authorize up to days of rental reimbursement up to $35/day or $total, which is the maximum allowable amount on the contractWe apologize for
the inconvenience and thank you for your understanding