Alpha Warranty Services, Inc.

We have reached a resolution with [redacted] by phone.

Mr. [redacted],   Thank you for the opportunity to address your concerns.   We have researched the claim that you submitted for your 2013 Chevrolet Equinox.   This claim was submitted to us on 12/26/2017, we were told at that time that you were driving and heard a loud bang, there...

was smoke from under the hood. We advised your repair facility on 12/27/2017 and again on 12/29/2017 that we would need them to do a minimal tear down  so we can verify exactly what caused the failure. This is the course of action that we are required to complete every time a  major failure occurs to any vehicle before we can approve or deny a claim.   At this time we still have not heard back from your repair facility, so we are unable to offer any type of resolution, we can neither approve  nor deny your claim as we do not have all of the information required to make that decision. We will be happy to proceed with the claim once your repair facility contacts us with the necessary information  for us to make the determination if this repair is eligible for coverage.

Complaint: [redacted]
I am rejecting this response because:I purchase the vehicle with over 80k miles on it. No inspection was done of the engine to verify that the engine was sludge free. I have oil maintenance receipts along with a transaction report and log that show the car has been maintained, these documents will hold up in court as record of the car being maintained if this issue continues to escalate to that point. My service manager attesting that the slug based off my records was a problem with the vehicle prior to me purchasing the vehicle as he stated to your adjuster. I will continue to hold Alpha Warranty accountable for the repair of my vehicle as per the contract and warranty that I paid for, and will continue to pursue the matter. I have more than withheld my end of the extended warranty by properly maintaining the vehicle, and have provided evidence of such. My oil change records are not "hand written log" it's a verifiable transaction history and receipts. There is no evidence of the vehicle prior to me purchasing the car considering the warranty was sold with a car with 80k then Alpha Warranty has warranted an engine with unknown pre-existing conditions.I have also provided a screen shot showing that my claim was accepted from Alpha Warranty website on 3/5 that is also not being honored. I have not been emailed a letter of denial after multiple requests, I've only gotten a verbal denial and now a documented claim approval per Alpha Warranty website. When I called to verify the approval I was told multiple times the customer service rep didn't see an approval on their end and "didn't know what I was looking at" even though you can easily view the claim status on the website under details. I emailed over the screen shot and was still told "I don't know what your looking at." I proceeded to ask the details of my accepted claim only to be placed on hold and transferred to an extremely rude lady named Kathy who refused to connect me with someone who could help explain the details of the accepted claim. She also lied to me over the phone denying that she could see that the claim was accepted but after be explaining to her how log into the website for the company she works for finally admitted she did in-fact see that the claim did say accepted and then changed her story that the accepted claim was an IT error. I would also like to note that as of right now the claim still says accepted when I view the status.  
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 facility. Good morning [redacted], 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 87 psi.  Yours is putting out 60 to 65 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 patience. Andy @ Green Drop 503-567-8344 Alpha has also authorized a fuel pump repair and 3 days of rental.

Ms. [redacted]Thank you for contacting us in regards to your concern. I 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 conditions. On 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 CONTRACT. This includes any part that was
broken, worn beyond serviceable limits, or making noise at the time of
purchase. Any 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 CONTRACT. Failures or breakdowns resulting from PRE-EXISTING conditions are the responsibility of
the Contract Holder. On page three under WHAT
IS NOT COVERED, 1. PRE-EXISTING CONDITIONS ARE NOT COVERED BY THIS
CONTRACT. Thank you for your understanding.

Thank you for contacting us in regards to your concerns with the claims process. I understand there is some risk involved in authoring the tear down to the repair facility. If 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 it. If 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 down. As 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 breakdown. If 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 diagnosis. We apologize for any inconvenience and that you for your understanding.

Ms. [redacted],   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 parts. These 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 failure. Not 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 contract. We try to make our contracts as clear and understandable as possible and strive to provide excellent customer service and coverage that helps our customers. The 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 4 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 cancellation. The odometer statement, along with a short letter stating the reason for cancellation and current date must then be faxed or mailed to the ADMINISTRATOR. Cancellation requests with incomplete information will not be processed. If YOU cancel this CONTRACT within the first thirty (30) days, YOU will be refunded the entire purchase price, less any CLAIMS paid. If this CONTRACT is canceled after the first thirty (30) days, YOU will be refunded the unearned purchase price calculated on a pro rata basis. 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 cancellation, less any CLAIMS paid and an administration fee of fifty dollars ($50). Tell us why here...

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 honored. They get money for these and then do not honor them.
Sincerely,
Megan A[redacted]