Alpha Warranty Services, Inc.

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

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 contract. On page 2 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 workmanship. MECHANICAL BREAKDOWN does not include the gradual reduction in operating performance where a failure has not occurred. The camshaft adjusters and timing chain tensioner are all working as designed at this time. This was determined bya third part inspector. From inspection report: “Tech used scan tool to actuate intake camshaft. Operating as designed, at time of inspection”.  The only failed component is the camshaft position sensor, which we are prepared to cover for the customer.

Thank you for contacting us in regards to your concern with the contract wording. I apologize the germicidal error in the Special State Disclosures for California has cause confusion. Your contact states “This contract contains a 45 day, 1000 mile pre-existing period. An additional 45 days, and...

1000 miles have been added to the terms of the contract.” We have since corrected the statement to “If this contract contains a 45 day, 1000 mile pre-existing period. An additional 45 days, and 1000 miles have been added to the terms of the contract.”. Your service contract did not have a waiting period and was in effect as of the day you purchased it. Due to this germicidal error on your contract we will go through the claims process for the No Start issue you experienced on 12/10/2015. We have been attempting to contact you to resolve your concern but have been unsuccessful. Please contact us at ###-###-#### so we can assist you in getting this taken care of. I apologize for the inconvenience and thank you for your understanding

Dear, Mr. [redacted]:Thank you for contacting us
about your issue. Per 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 time. On
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
facility. We 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 parts. We then covered $[redacted] for the parts and $[redacted] for 15.8 hours of
labor. The total authorized amount of the claim was $[redacted] after your
deductible. Your repair facility had requested 22.2 hours of labor which
unfortunately exceeded the labor limit in Alldata. Your 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 parts. For 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
$35 per day and cannot exceed 5 days or $175 total. We had 15.8hrs of covered
labor hours which allows 2 days of rental car reimbursement. We apologize for
any inconvenience this may have caused and we thank you for your business.Tell us why here...

[redacted]Thank you for contacting us in regards to your concern. AWA
is an agency that sales Alpha Warranty. On 5/20/2015 they entered a service
contact in the system for your 2007 Ford F250. A seller has 30 days to send the
funding for your service contact for it to become active. Alpha...

attempted
multiple times by mail, email and phone to collect the funding for your contact.
On 8/20/2015 Alpha send a letter explain the service contact was being canceled
for non-payment, both to you (at address [redacted]) and AWA. After
you contact us on 9/14/2015 and was directed back to AWA about the status of
your service contact, AWA then contact us on 9/15/2015 to fund the service
contact. At no time was there a billing or accounting concern that prevented
the funding of this contact. As a courtesy we waived the standard 30 day 1000
mile waiting period that comes with the late payment and reinstatement of a
contact. Based on the terms of your service contact and the labor hours required
for the $[redacted] authorized repair you are eligible to receive one day of rental
reimbursement. Thanks you for your understanding.

Dear, Mr. [redacted],   Thank you for notifying us of your issue. We are sorry to hear that you are not satisfied with your coverage. Your 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 $100...

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 15 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 date. The 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 facility. We 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.

The original authorized amount for Woodmont Service Station on 12/2/2016 was $505.20. after we waived your $100.00 deductible on 1/4/2017 the new amount Alpha was authoring for Woodmont Service Station was $605.20. the amount of $605.20 was paid to Woodmont Service Station on 1/4/2017 by credit card. Woodmont Service Station’s final invoice had a total amount listed of $772.79, so less the payment from Alpha, your responsibility would have been $169.59.

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]

Ms. [redacted], Thank you for contacting us about your concern. We sincerely apologize for any delay experienced on this claim. After reviewing your claim information we see that our first contact with the repair facility was on May 5th, 2016, at that time the repair facility did let us know of their...

findings with the vehicle issues and  we ordered the inspection and requested them to send their estimate to us. After the inspection and review of the claim information we did authorize the claim on May 12th,, 2016 for the amount of $2,479.50 for the engine. Again we do apologize for any delay during the processing time of this claim for the engine repairs.

As stated in your vehicle service contract under the rental coverage “Downtime waiting for parts or scheduling for service is not included” rental consideration is solely based on the approved labor hours on the authorized claim. The authorized labor hours to complete the covered repair was 2.5 hours, so unfortunately the claim is not eligible for rental reimbursement.

Unfortunately head studs are not a covered component under your service contact and are considered a modification with will void the part warranty through the part vendor.

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, 100,182 miles. Because 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 replacement. This is incorrect as the turbo was covered under warranty by the vendor that provided the part. The RF has acknowledged they have received the replacement turbo as of 11/7/2016.   In regard to the fuel pump, the RF stated: It is also coding for low pressure fuel regulation fuel pressure regulation outside specification. The car does have reduced performance. From our checking, this indicates a failing in-tank fuel pump, which is the recommended repair and which is also covered by your contract. However, the warranty company claims person was very evasive when I explained the recommended repair to him. He seems to think that a plugged fuel filter or something similarly rare could be the cause of the code and reduced performance. In 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 problem. In fact, I've never come across a plugged fuel filter ever. They fuel pump, a covered component, is the culprit, more than likely. Since they have refused to pay for any diagnosis for the fuel pump concern, they have asked me to get your authorization for 2 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 $240.00 diagnosis. The 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 charges. The 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 .5 hr., not the 2.0 hours requested by the RF. Thank you,

Thank you for contacting us about this issue. On 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 2011. 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 contract. Unfortunately, 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 6.3 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 for. If 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.

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 upon receipt of their secondary payment.
Sincerely,
Gregory [redacted]

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]

Issue has been resolved with customer over the phone.

[redacted], Thank you for contacting Alpha Warranty. We have researched your claim and it appears that on 2/28/2018 we authorized $5,243.00 less your $100.00 deductible. We have contacted your repair facility and they have confirmed they received the authorization on the 28th and notified you of...

the authorized repair. Please let us know if there are any other issues we can address for you.

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]

We have resolved the concern over the phone with the customer.

Complaint: [redacted]
I am rejecting this response because: this buildup Alpha claims was there was not done in the 4 thousand miles I put on the truck it was done before I bought the truck, that is why I paid $1,200 for the extended warranty. The way it appears to me is the only money in play here is my $1,200 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[redacted]