Alpha Warranty Services, Inc.

We're sorry for the frustrating situationWhen we spoke to your mechanic he very clearly told us that the problem with the timing chain tensioner was due to lack of proper lubricationHe said when the vehicle came in it was at least quarts low on oilAccording to him this causes the tensioner
to lose tensionThe timing chain becomes slack and causes the chain to damage the guidesHe was very specific about his findings and confirmed it with us multiple timesYour contract states under WHAT IS NOT COVERED:"Repairs required because of collision, abuse, operation without proper lubrication"If a component is not properly lubricated and fails because of it there is no coverage under your contract.Again, we're sorry for the inconvenience but according to what the repair facility reported to us it was denied correctly

Thank you for contacting us about your concernYour vehicle service contract does state under “What to do in case of a breakdown” that prior to any repairs being made we must be contacted first to provide prior authorizationUnfortunately because we were not contacted prior to the repairs being
performed we were unable to go through the claims process and unable to offer coverage under the terms your service contactOn the claim for the differential repair that was requested, during the inspection of the vehicle we were unable to verify any failure on the differential and unfortunately we do need to be able to confirm the part has failed in order to cover the repair work under your service contactWe apologize for any inconvenience this may have caused you

Complaint: ***
I am rejecting this response because:EVEN THO MY CONTRACT HAS EXPIRED THE REQUESTS WERE MADE WHEN IT WAS ACTIVE USING THIS POINT ON THE HONESTY OF YOUR COMPANY IS WHAY MY COMPLAINT IS ABOUTDUE TO THE FACT OF TIME AND MONEY I DO NOT WANT TO PERSUE THIS ANY FURTHER,BUT I DO NOT ACCEPT YOUR ANSWERIF YOU WOULD PLEASE MAIL ME A BOOKLETT SHOWING THESE PARTS NOT COVERED , NOT JUST A BROAD STATEMENTIF NOT ,I WILL JUST REMEMBER WHAT I GOT OUT OF THIS WARRANTY.I CONTACTED MT MORIAH AUTO SALES -MEMPHIS SO THEY WOULD KNOW WHAT THEY WERE SALEING

Thank
you for contacting us in regards to your concern about the requirement of
maintenance recordsI apologize if you were unaware of the service
contract
requirement to keep and make available service records for the covered vehicle
On the 2nd page of your service contact it states; “CONTRACT HOLDER OBLIGATIONS: In order for this Contract to remain in
force, and to avoid denial of a claim because of improper maintenance, the
Contract Holder is required to follow the Vehicle manufacturer’s required
maintenance scheduleSome Vehicle manufacturers require that the timing belt
be changed at a specific interval(See MAINTENANCE section for details)The
Contract Holder must keep and make available verifiable, signed
service/purchase receipts (no handwritten receipts) which show that all
maintenance has been performed within the time and mileage limit requirements
The Contract Holder is responsible to verify that the repair facility has
obtained an authorization code prior to any repairsThe Contract Holder is
responsible to inform the repair facility of the terms and conditions of this
Contract before any repair work is performed.”Again on page under maintenance;
“MAINTENANCE: To obtain the benefits provided under this service
contract, it is the responsibility of the Contract Holder to have the engine
oil and engine oil filter changed by a licensed service/repair facility
according to manufacturer’s specifications as outlined in the Vehicle owner’s
manualThe manufacturer’s recommended service schedule will be considered the
maximum allowable interval between maintenance services required by this
ContractIf the manufacturer of Your vehicle does not have a written
maintenance schedule for oil changes then the maximum allowable interval
between oil changes must not exceed six (6) months or six thousand (6,000)
milesIn addition, You must maintain all other covered components
(transmission flushes, lubrication, software updates and reprogramming, timing
belt/chain, filters, etc.) (severe maintenance schedule may need to be followed
if conditions apply) as outlined in the Vehicle owner’s manualProper
documentation and verifiable receipts for all maintenance and repairs will be
required in the event of a claim, (handwritten receipts will not be accepted)
If Your repair facility is not capable of providing computer-generated
receipts, it is Your responsibility to contact the Obligor with the following
information on the day the service is completed: repair facility performing the
service, services performed, date of service, and mileage at service
Handwritten receipts will not be accepted if the Obligor is not contacted at
the time of the service
We requested
the service records be provided after a third party inspector determined “This
engine failure was caused by a lack of proper lubrication and is consistent
with a run low condition causing subsequent bearing damage.”The inspector
also noted “There is a heavy varnish”Varnish forms because of lube oil
degradation due to lack of regular maintenanceThe findings (pictures) are consistence
with the inspectors report
Under the What is Not Covered section of your
service contact it states; 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 problemAny repair required due to
wear and tear
Due to the findings of the
inspection preformed on the vehicle this claims is not covered under the terms
of your service contractI apologize for any inconvenience and thank you for
your understanding

Mrs***, Thank you for contacting us about your issueUnfortunately, all claims must be filed, processed and authorized with your repair facility before any repairs are completed on the vehicle and while the service contract is still in active statusWe were never notified of any
issues with the vehicle or any repairs being needed on the vehicle until the service contract had already expired. We are unable to offer any coverage/reimbursement on an expired contractIn addition to the repairs not being authorized prior to expiration of the service contract, the “Oil Cooler” is not listed for coverage under the service contractWe apologize for any inconvenience this may have caused

Hello *** ***, Thank you for providing us with the opportunity to address your concerns regarding the denial of your claim The first claim for this was brought to our attention on 9/8/at that time your repair facility, Fox Valley advised that the failure was specifically
“the parking brake release motor and break module” at that time we advised both you and Fox Valley that the parts that had failed is not listed under on the contract as a covered components; therefore the claim would be deniedAt that time you declined to get any work completed at Fox Valley and advised that you are going to “get a 2nd opinion”. On 10/24/you called in again with the same concern, this time the car was at Larry Rush Volkswagen, once again a diagnosis was completedWe were advised once again that the point of failure was the parking brake release motorDue to this diagnosis we declined the claim again. Your contract is part specific and the parking brake release motor is not listed as a covered componentWe specifically cover the parts listed under what is covered; however if the covered part is damaged by a non-covered part it would negate the eligibility Please refer to the declaration page of your contract;Incidental or consequential damages or loss caused by a MECHANICAL BREAKDOWN of components (or otherwise) including property damage, personal injury, inconvenience, and loss of VEHICLE usePunitive damages are also expressly excludedCovered components when damage is caused by non-covered components We truly hope that this correspondence helps you to understand why this claim was denied, we look forward to helping you with any issues you may have in the future

*** ***, Thank you for the opportunity to address your concerns regarding your claim for the intake manifold on your vehicleIt is important to note that your claim has not been denied or approved, we advised your repair facility that we would need to complete an inspection of the point of
failure which is common practice and is specifically mentioned in your contract. Please see page of the contractTear-Down and/or Inspection of the VEHICLEIn some cases, the VEHICLE may need to be inspected and torn-down in order to diagnose the failure and the cost of the repairIn such event, please obtain signed authorization from the CONTRACT holder and provide authorization to the ADMINISTRATORThe CONTRACT holder will be responsible for all charges if the failure is not covered under this CONTRACTWE reserve the right to require an inspection of the VEHICLE prior to any repair being performed We have yet to receive a response to this request, unfortunately it is impossible for us to move forward without showing a point of failureAdditionally, you have mentioned in your concerns that you would like a refund, you will need to cancel the contract through the dealership and they will provide you with any refunds due back to you if this is the route you choose to takeAs mentioned above, this claim has not been approved or denied at this pointIt is however stalled until your repair facility can show us the point of failure and we can complete an inspection of this failureWe will be happy to proceed with the claim if you will authorize the tear down to point of failure so we can inspect or if you choose to cancel the contract we will honor that request as well

Thank you for contacting
us in regards to your concernI understand that vehicle repairs are frustrating
and can be expensiveAlpha warranty is here to assist you with repairs under
the terms of the service contact you purchased and agreed toThe Service
contact has a day and 1,
mile waiting period, both conditions must be met
before we can process a claimThis is stated in the contract on page under Definitions,
“DAY ONE COVERAGE:
An option that when applied waives the standard waiting period of forty-five
(45) days and 1,milesThis option is only available on VEHICLES
with up to 125,
miles at the time of sale”, and again on page under What is Not Covered
it states “COVERAGE IS AFFORDED AFTER FORTY-FIVE (45) DAYS AND ONE THOUSAND (1,000) MILES
(UNLESS APPLICABLE SURCHARGE APPLIED) FROM THE EFFECTIVE DATE AND ODOMETER
READING OF THIS CONTRACTFAILURE(S) THAT OCCUR WITHIN THIS PERIOD ARE
CONSIDERED A PRE-EXISTING CONDITION AND ARE NOT COVEREDFORTY-FIVE (45) DAYS
AND 1,MILES WILL BE ADDED TO THE TERM OF YOUR CONTRACT.” At the time of purchase your vehicle had
140,miles so the vehicle was not eligible for the optional “Day One
Coverage”I apologize if you feel the seller did not provide you with complete
information about the teams and conditions of your service contactYou are responsible
to go over the service contactBy purchasing the service contact you
acknowledges that you have read, understand and agree to the terms set forth
throughout the Vehicle service contactUnfortunately this claim dose not fall within
the terms of your contractI apologize for any inconvenience and thank you for
your understanding

Complaint: ***
I am rejecting this response because: yes I did ask for the service to be cancelled but the car was in the shop the whole time and I was told I have to drive the car for a reating the car was no able to drive you knew exactly what to cover and what not to cover you are a scam company and I would like the matter to be resolved with some form of refund
Sincerely,
*** ***

We are currently trying to contact this customer to help
them find a solution to their concern with the warranty

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

Complaint: ***
I am rejecting this response because:when I purchased the truck through *** they were the ones that sold me your warranty and all the modifications mentioned above were already installed and surcharges were paid as well I made absolutely no modifications to the vehiclethis means that the warranty that was sold to me was for the vehicle I had purchased had I not been able to get the warranty I was sold, year 100,mile, I would never purchased the vehicle nor your warrantythis was a $36,investment of a used vehicle and I never would have risked that amount of money without a proper warranty. at this point I have done nothing wrong however I have been wronged by you, alpha warrantycancelling me does not make this right and if there were discrepancies on the vehicle to begin with then I should have been notified before the vehicle purchaseignorance is no excuse nor is it my fault that you insured a vehicle that didnt qualify to your specifications you are the ones in the insurance industry not me and your lack of responsibility in this matter is not acceptablei want the coverage that I purchased and my vehicle to be fixedat this point I have been without a vehicle for three weeks and I have been extremely patient and inconvenienced, do the right thing and honor your word and the contract
Sincerely,
*** ***

Mr***, We are happy to address your concernsIt appears that there have been some discrepancies from the dealership where your contract was purchasedWe will do our best to address each one of your concerns I use my truck exactly as I said I would, mixed useI did not fill out the application the dealership where I bought it didIn my first conversation with the Alpha representative however it was acknowledged that I have a small remodeling business and that I use it for thatThere is probably a recorded message In as much as we sympathize with the fact that you did not fill out the paperwork the dealership did, it is still your responsibility to verify the information provided is correct as it is your contractAs mentioned in the previous response under “Ineligible Vehicles” any vehicle used for commercial purposes My policy is not about to expire, I purchased a 6year, 100,mile extended warrantyI never received the proper paperwork on it and the dealership closedBut I sure paid for it Once again, we apologize if the dealership misrepresented what they provided to you; however, the contract that we were sent regarding your vehicle is a year or 25,000-mile service contractThis is the contract we were provided, per the terms set forth by the contract was set to expire 8/11/ If they aren't going to do their job, they don't deserve to be paidIf they return all of my money I will gladly take it to an honest company It is an unfortunate situation that you and the dealership were not on the same page as to the guidelines set forth by the service contractWe are confidant you can understand that we do have a certain expectation that our customers will educate themselves as to the terms and conditions of the contracts Attached is a copy of your contract for your reference We are hopeful that this has addressed all of your concerns and expect your understanding as we will be taking no further action in this matter

Ms***Thank you for contacting us about your issueIt is true that your repair facility submitted an estimate to us for $***We did not pay the entire bill, but we did pay for the majority of itThe contract you purchased is an A+ Enhanced itemized planThat means it specifically lists
each part that is coveredSome of the parts the repair facility asked for are simply not listed parts within the coverage section of your contractMost of these were fluids, supplies and maintenance itemsWe also did not cover the oil pump seal and timing beltThe reason we did not cover them was because your mechanic told us they failed due to a bolt falling off due to a prior repairThe contract specifically excludes failures due to bolts and any failures due to ineffective previous repairs.We did authorize the majority of the bill totaling $***Considering that amount is almost three times what you paid for the contract I hope you are able to find value in your service contractOur goal is to pay for what we have listed in the contract that all parties agreed toWe give all of our customers a day window to review their contracts and cancel if they desire for a full refundWe want you to know that we will be there to cover what's listed in the contract for the remainder of your term and hope you find value in that

Complaint: ***
I am rejecting this response because:Again the dealer has many cars still on his lot with modifications and has fully stated that he will continue to sell the warrantyAlpha continues do business with this dealer We have asked for the inspector report with no results We have asked to speak to the owner with no results(Alpha) There was no time when we purchased the warranty that Alpha went over the warranty with us so we would not know this...we are not mechanics but the dealer and Alpha are informed....this is terrible
Sincerely,
Megan A***

We are currently working through the customers concern with his attorney

Dear MrP***,
When you had initially informed us
that you had the repair work done we did advise you that it takes 3-5days for
review and that we would notify you of the decisionAfter careful review of
the claim, it unfortunately did not meet the emergency criteria for
reimbursement for the repairs According to your Warranty Service
Contract you are required to obtain prior authorization before having any
repairs performed on the vehicleWe are unable to reimburse you for the
repairs you had completed without prior authorization, we apologize for any inconvenience

Thank you for contacting us about your issueThe claim for
your water pump was authorized for the amount of $to be paid by Alpha to
your repair facility after the $deductible for the parts and laborThe
repair facility had also requested the thermostat and a hose on the claim,
these
items are not listed for coverage under the warranty service contract, the
contract you have is itemized so the part must be specifically listed on
contract to be coveredWe are sorry to hear that you were not satisfied with
the coverage providedThis contract does however cover many other major high
dollar components of your vehicle such as; the engine, transmission, drive axle
and moreThank you for your business

Thank you for contacting us in regards to your concerns*** *** contacted Alpha on 3/10/from *** to open a claim on the Dodge Durango*** *** told Alpha the vehicle service contact was under his fiancée name *** *** *** verified to the
customer service representative the vehicle and contact informationAt no time during the call was *** *** provided with any of *** *** personal or contract information*** *** gave the customer service representative a list of concerns with the vehicle and stated the concerns were present when the vehicle was purchased*** *** confirms in her complaint that the concerns were present when the vehicle was purchased“I purchased this warranty with my vehicle 7-months ago, because I had pointed out issues to the dealership that had deeply concerned me The dealership informed me that, the warranty will cover these components years , 50k miles .” The vehicle service contact is designed to assist with the cost of mechanical repairs that occurred after the sale of the vehicle, it is not meant to cover problems that were present when the vehicle was purchasedOn page of the contact 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 Holder.” Again on page of the contact it states under What is Not Covered, “PRE-EXISTING CONDITIONS ARE NOT COVERED BY THIS CONTRACT.”Based on the information that has been provide to Alpha this claim is not covered under the terms of the service contactI apologize for any inconvenience this may have caused

I apologies you are unsatisfied with the terms of your
service contact, however for your claim to be processed you must authorize the
tear down to the repair facility