Alpha Warranty Services

I purchased a used 2011 Subaru with the Limited Powertrain warranty. Limited really means, they will try their hardest to not cover any repairs. In my case the transmission started going bad. The shop that repaired it did so by replacing the valve body. They originally said they wouldn't cover it because it wasn't an internally lubricated part. The warranty covers, "TRANSMISSIONS: All internally lubricated parts of the transmission ...". The valve body is part of the transmission and Subaru's own mechanics would have replaced the entire transmission for $9,000, which includes the valve body. There is oil running through the transmission valve body with various parts; screens, metal balls, ... etc where the parts move and oil flows.
The only exclusion in the warranty documentation are "Any damage to the transmission resulting from failures including, but not limited to, transmission coolers (even if internal to the radiator), sensors, solenoids, electronic failures of the valve body." There was no known electronic failure to the valve body." Three impendent mechanics ran the electronics test prescribed by Subaru that shows NO electrical failures exist in the valve body. That means it is NOT a sensor, solenoid or any other electronic part failure.
This warranty company consistently denies claims based on their own interpretation of vague fine print in the warranty making up their own failures that do not exist. I don't understand what isn't clear about "ALL INTERNALLY LUBRICATED PARTS".

Mr [redacted] , Thank you for contacting us about this issueWhen your repair facility called in this claim we requested them to get your authorization to tear down to point of failure to be able to determine the root cause of this failureAfter tear down was completed by your repair facility we ordered a 3rd party inspector to go inspect the vehicleThe inspectors findings did indicate that the internal turbo charger components were binding due to rust and carbon build up found inside, which is preventing the component from operating as it shouldUnfortunately this specific type of failure is excluded for coverage under your service contract, under the "what is not covered" sectionDue to this reason this claim was deniedWe apologize for any inconvenience this may have caused

Thank you for contacting Alpha Warranty, We apologize for the misunderstanding regarding your claim upon reviewing your claim and contract I believe we have determined where the confusion lies The contract you purchased is indeed for the years OR 100,Miles, as you can see on the first page of the contract (The Declaration Page) it specifically states that the Full Coverage Contracts are “On ODOMETER” What this statement means is that the miles are based on what the odometer readsWhen you called in to start a claim on March 7th your repair facility advised that the current mileage on the odometer read 127,therefore the claim was denied due to the miles clearly being over the 100,mark Once again we apologize for the misunderstanding, however we do have to facilitate the contract verbatim and this contract states under the “Term Of Plan” section that the contract will expire at years OR 100,miles Attached is a copy of your contact If you have further questions, please contact us directly

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]

This concern is being address with [redacted] by phone

The Limit of liability as stated on your service contact states: LIMITS OF LIABILITY - A La Car Powertrain: The aggregate total of all pending and paid CLAIMS shall not exceed the NADA travalue of the covered VEHICLE at the time of lossThe NADA trade in value of your vehicle is $ [redacted] Alpha authorized the maxim amount allowed under your service contact for this repairIn regards to the delay in processing your claim, you opened the claim on 10/9/2015, as per the terms of your contact you were required to give the repair facility authorization to tear down the engine to the point of failureWe did not receive notification from your repair facility until 12/7/that the tear down had been authorizedI apologize the engine was shipped to the incorrect repair facilityAlpha had the engine picked up and delivered to the correct facility the following dayDue to the one day delay caused by the miss-shipping of the engine we are able to provide you with one additional day of rental reimbursementI apologize for any incontinence this may have caused

Thank you for contacting us about your concern, we regret to inform you that your warranty service contract was canceled due to the modifications on your vehicle such as; lowered suspension, aftermarket coil springs, shocks and struts and the cold air intake system We understand the vehicle was purchased as is with above mentioned modifications, however we are unable to warranty a vehicle with aftermarket modifications of any kind, even if purchased with suchWe do apologize for any inconvenience this may have causedThe service contract states this exclusion under What Is Not Covered: ”#No COVERAGE will be granted under this contract for any damage caused by failure to maintain the VEHICLE to the standards of the manufacturerThis includes, but is not limited to: failures resulting from aftermarket modifications Examples include, but are not limited to: suspension LIFT KITS (unless applicable surcharge is applied), superchargers, nitrous oxide kits, GPS systems, lighting accessories, stereo systems, headers, altered ignition system, altered engine management systems, and free flow exhaust system, regardless if VEHICLE was purchased with such.” You will be refunded the retail cost of the service contract minus a $inspection fee for your claim We appreciate your understanding

Thank you for contacting Alpha Warranty ServicesWe apologize for the misunderstanding you experienced during the claims process, I have reviewed your specific situation and have found the following informationFebruary 23rd, you called into our customer service department to file a claim February 24th, you spoke with a manager, at that time she advised that we are unable to secure a rental vehicle for you for two different reasonsThe first being, the benefit is done on a reimbursement basesSecond, it is based on the authorized labor hours of an authorized claimAt that point in the process we did not know if this was going to be a covered componentTherefore, we were unable to determine if there would be a rental benefit available to youFebruary 27th Your repair facility contacted us, they advised us of the preliminary diagnosisThey advised that the engine “may have been damaged by the catalytic convertor coming apart and pieces getting into the cylinder.” (please reference page under What Is Not Covered line of your contract) “Covered components when damaged is caused by non-covered components” (the catalytic convertor is a non-covered component on this contract) therefore damaged cause to covered components by the catalytic convertor would not be eligible That same day, we advised your repair facility that we would need them to show the point of failure so we can proceed with the claim, we also requested maintenance records for this vehicleThey advised that you do the maintenance on your own vehicle (please refer to page of your contract under Contract Holder Obligations “You 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.” These documents have yet to be providedMarch 1st, your son called and advised us that you were going to issue a Revdex.com complaint, at that time we attempted to explain to him that nothing has been approved nor deniedWe still had not been provided with an actual point of failure On this same day, we received the self-inspection photos from your repair facilityMarch 3rd, your repair facility advised that they had point of failure and asked us to set up a 3rd party inspectorThey once again advised that the catalytic convertor was plugged and he thinks it came apart and caused the damage March 7th, we received the inspection report, the engine was not torn down to point of failure when the inspector arrivedWe did receive the estimate for the repairs from the repair facility That day we made the decision to (as a show of good faith) provide coverage on this claimWe offered to purchase an engine from our vendor for your vehicle in the amount of $1330.00, we will cover the labor cost for $and finally an additional $towards the reasonable cost of diagnosisFor a total amount of $We have advised the repair facility of this decisionOnce again we do apologize that the process did not unfold flawlessly as we both would have preferred; however, we do believe that this is a more that reasonable solutionWe consider this matter resolved and no further action will be taken on our part regarding this request

Thank you for contacting us in regards to your concern with the rental coverageA Vehicle Service Contract is meant to assist you with the cost of machine issue that may occur, we have added some rental consideration to the contract to help ease the burden of being without a vehicle while covered repairs are being performedThe rental coverage as stated on the first page of your service contract is; “Rental COVERAGE: The OBLIGOR will cover one (1) day of rental for the first four (4) hours of covered labor and one (1) day of rental for every eight (8) hours of covered labor thereafter (as defined in the ALLDATA® software)The VEHICLE must be retained overnight at the REPAIR FACILITY in order to qualify for rental coverageDowntime waiting for parts or scheduling for service is not includedThe OBLIGOR will reimburse YOU up to [thirty-five dollars ($35)] per dayThe total rental coverage cannot exceed five (5) days, or [one hundred seventy-five dollars ($175)]Receipts will only be accepted from licensed rental car agencies”Alpha has authorized the claim to replace the alternator with your repair facility, unfortunately the repair takes hours so the claim is not eligible for rental coverageI apologize for any inconvenience this may have caused and thank you for your understanding

Dear *** or [redacted] [redacted] , Thank you for the opportunity to address your concerns We would like to first off address the comment that “I have had my car repaired on different occasions, both of which I thought would be covered after looking through my contractThey have paid a total of $on $worth of repairs.” We have only ever had one opened claim for your contractYour repair facility advised that there were items that needed to be repaired, an ignition coil (which was eligible for coverage) and a power steering pressure hose (which is considered a maintenance item and is not eligible)This is the only claim ever call into usThe reason we paid $was because your contract has a $deductible, the parts and labor for the covered repair (the ignition coil) was $After the $deductible the remainder due was the $that we paidIf you would like to cancel your contract you can complete that process through your dealership where the car and contract were purchased

Due to the modifications (previously listed) to the vehicle it is not eligible for service under the terms of the Alpha Vehicle Service Contact, regardless if the vehicle was purchased with the modificationsAlpha is not stating you have done anything wrong, only that we are unable to cover a vehicle with these modifications as per the terms of the contractThe Alpha contract is not insurance policy it is a Vehicle Service Contact, as stated on the on the first page of the contact “THIS IS NOT AN INSURANCE POLICY.” And again mentioned on the 2nd page under GENERAL PROVISIONS “This CONTRACT is not an insurance policyUnless otherwise regulated under state law, the contents of this CONTRACT should be interpreted and understood within the meaning of a "service contract" in Public Law #93-637”This Vehicle Service Contact has been canceled because it is not eligible for service, and a refund was issued to the dealer [redacted] , Inc

To whom it may concern,After reviewing the claim, the sequence of event is as such10/21/8:am., the customer called in and started the claimAt that time she stated the car has been at the repair facility since 9/26/and they had told her they were waiting for us to send an engine for two weeksThis was an untrue statement on their part as no claim had ever been started by themOn 10/21/2:pm., Mercedes-Benz Manhattan called and started the claimAt that time we advised they needed to get authorization from the customer to tear down the engine to the point of failure and to call us back when it was torn down and ready for inspectionWe didn’t hear back from Mercedes-Benz Manhattan until 11/3/2:pmAt that time they asked where the inspector was and why he hadn’t been out yetHe was advised that we were waiting for his call to verify the vehicle was ready for inspection, and to send in the estimate of repairThe next contact from the RF was on 11/7/9:am.We then authorized the self-inspection so we didn’t have to wait for the hours a third-party inspection would take.On 11/9/we followed up with the RF as we hadn’t received the inspection photos as requestedThey had sent them to the wrong email addressLater that day we reviewed the inspection pictures, and they did not demonstrate the failure and we had to order the third-party inspection anyway The inspection report was received on 11/11/10:am, reviewed and the claim was ready to authorizeWe called the RF at 11:am and left a message the claim was ready for review and authorizationMercedes-Benz Manhattan called back at 11:am and the adjuster explained the options available for the customer regarding the engine replacementThe customer then called in at 12:pm., to inquire about the warranty provided on the used engine that was availableWe heard nothing back until the customer called on 11/15/upset because the RF had told her the engine had been ordered and should have been delivered by thenWe had not heard back from the RF on her decision of what she wanted to doThe RF did call back about minutes after the customer called and ordered the engineIt appears there have been multiple delays in processing this claim caused by the repair facility Mercedes-Benz Manhattan.In regards to the request for monetary compensation due to BS and being without vehicle, on the first page of your service contact it states, “Subject to the terms and conditions set forth in this VEHICLE SERVICE CONTRACT, the ADMINISTRATOR agrees to pay for the replacement or repair of parts listed in the COVERAGE set forth above, if those parts suffer a MECHANICAL BREAKDOWNUnder no circumstances shall the ADMINISTRATOR be liable to YOU or any other person for any incidental or consequential damages, whether arising out of breach of any warranty, breach of contract, or otherwise; including but not limited to: time lost acquiring parts or scheduling repairs, inconvenience, quality of repair, poor workmanship, misdiagnosis, or seller’s misrepresentation”

[redacted] ***, Thank you for contacting Alpha WarrantyWe have researched your claim and it appears that on 2/28/we authorized $5,less your $deductibleWe have contacted your repair facility and they have confirmed they received the authorization on the 28th and notified you of the authorized repairPlease let us know if there are any other issues we can address for you

Complaint: [redacted] I am rejecting this response because:I have phone records that indicate my husband called your company on 9-26-@ 3:23pm EST that lasted for minutes and secondsIn this phone call my husband informed Alpha Warranty Co of the blown motor, where the vehicle was towed to ( Walton's Auto Service) and that the vehicle was under warranty and you (Alpha Warranty Co.) gave the information to my husband to relay to the owner of Walton's Auto Service Sincerely, [redacted]

Thank you for contacting us in regards to your concernI apologize if it was explained the lift kit was the only reason we are unable to honor this contactYour year, 100,mile A+ VSC was submitted to Alpha on 6/21/2014, the lift kit surcharge was selectedOn page of the contract under definitions its states “LIFT KIT/TIRE MODIFICATION SURCHARGE: A surcharge that, when applied, extends eligibility to VEHICLES with a maximum of six (6) inches (both height and width) larger than the manufacturer specifications of professionally installed suspension lifts and oversized tires (does not cover the lift kit).” An inspection of the vehicle by a third party found a 6” suspension lift and 37” oversized tires, totaling 8.7” over manufacturer specifications, this exceeds the lift kit/tire modification allowance by 2.7”In addition to exceeding allowance for the lift kit/tire modification the inspector found several other modifications, including: Catalytic Convertor is removed, which violates federal law, it prevents the engine from knowing the proper parameters under which it should perform, Muffler is removed , this in conjunction with the catalytic convertor being removed allows for a free flowing exhaust system which allows the engine to put out higher power levels which in turn could lead to damage of the transmission and engine, EGR system is removed, this also violates federal law, this modification requires specific tuning in order for this kit to be installed, and a Cold Air IntakeThese medications cause undue stress on the vehicle and are not permitted under the terms of the contactOn page of your contact under INELIGIBLE VEHICLES it list “any modified vehicle”In the WHAT IS NOT COVERED sectionItem it states “No COVERAGE will be granted under this contract for any damage caused by failure to maintain the VEHICLE to the standards of the manufacturerThis includes, but is not limited to: failures resulting from aftermarket modificationsExamples include, but are not limited to: suspension LIFT KITS (unless applicable surcharge is applied), superchargers, nitrous oxide kits, GPS systems, lighting accessories, stereo systems, headers, altered ignition system, altered engine management systems, and free flow exhaust system, regardless if VEHICLE was purchased with such.”Once Alpha was made aware of the modification to your vehicle rendering it ineligible for services under the terms of your contact it was canceledOn page on the contact under CANCELLATION it states “Alpha Warranty Services, Incmay cancel this CONTRACT based on one or more of the following reasons: (A) nonpayment of the CONTRACT purchase price by YOU; (B) a material misrepresentation made by YOU; or (C) a substantial breach of duties by YOU relating to the VEHICLE or its useIf this CONTRACT is cancelled by Alpha Warranty Services, Inc., the refund will be the unearned wholesale purchase price to YOU 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 a cancellation fee of fifty dollars ($50).” Even though the contact was in effect for almost years, Alpha agreed to not prorate the refund and only deduct paid claimsWe apologize for any inconvenience this may have caused and thank you for your understanding

Mr [redacted] , Thank you for allowing us to clarify the situation with your claim Your repair facility provided a list of several items that needed attention, many of those are listed for coverage under your service contractHere is a listing of the items that are covered, Stabilizer Bar Link, Universal Joint, water pump and starterThese items are listed for coverage and therefore have been approvedRegarding your cylinder heads, they are specifically listed in the contract as only covered if damaged by an internally lubricated part of the engineEssentially, some part of the moving pieces in the motor must fail and cause damage to the cylinder head in order for it to be covered as per the terms of your service contractUnfortunately, this is not the cause of the damage to your cylinder heads, the contract doesn’t offer coverage for parts simply because failure to them is well known We have reviewed your claim and for the above-mentioned reasons the denial on the cylinder heads will stand We will be unable to offer any assistance on this repair

[redacted] , Thank you for allowing us to address your concernsYou had the A+ Enhanced vehicle service contract, this is a part specific contractThe parts that were eligible on your contract were listed under numbers – under “The following parts are coveredParts not specifically listed are not covered” For instance: ELECTRICAL: Alternator, starter motor, starter motor solenoid, voltage regulator, power window motors and regulators, horn, neutral safety switch, reverse indicator switch, turn signal switch, distributor, cruise control transducer, wiper motors and washer pumps, ignition igniter, ignition module, coil packs, power seat motors, crankshaft position sensor, EVP sensor, headlamp switch, heater/AC blower motor speed switch, ignition switch, ignition switch lock cylinder, knock sensor, stop lamp switchFUEL SYSTEM: Electric fuel pump, fuel delivery pump, fuel injection pump, metal fuel delivery lines The above mentioned items would have been eligible for coverage under your contract, it is unfortunate that the specific repairs your vehicle needed were not listed for coverage; however we do have to facilitate the service contract as it is writtenYour contract has run the full term of years or 100,miles and is now expired, we have honored the contract as per the terms set forth by the contract Due to the fact that the service contract went full term and is now expired, you no longer have an active contract and we will be unable to offer any further assistance

Complaint: [redacted] I am rejecting this response because: I was told to fax in my bill to be reimbursed and that is what I didAfter a week I called back and was then told I would not be paidI never received a copy of any contract from the dealership who sold me the warranteeFurthermore when I took the vehicle in for diagnosis I was told the repair would not be covered under the warrantee which is why I didn't bother calling, come to find out something different was wrong with the vehicle and it is coveredI feel that because the repair was covered I should be reimbursed the full amount I paid for the repairEspecially since I know the repair shop I used was less expensive than the dealership for the repair Sincerely, Matthew P [redacted]

Mr [redacted] ***, Thank you for the opportunity to address your concerns We have researched the claim that you submitted for your 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 hoodWe advised your repair facility on 12/27/and again on 12/29/that we would need them to do a minimal tear down so we can verify exactly what caused the failureThis 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 decisionWe 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

I apologize in the previous response I referred to your repair facility by the incorrect nameWe do have Walton's Auto Service at Us Hwy Gouverneur, NY listed on your claimThe engine that was purchased on 11/16/through one of our trusted vendors was shipped to Walton's Auto Service at Us Hwy Gouverneur, NY Attached you will find a screen shot of the phone records between Alpha and Walton's Auto Service and 315.287.7277, also the calls between Alpha and the customer