Complaint Review: Alpha Warranty Service - Draper Utah

By the way, the fuel pump was about $695. Alpha took care of only part of that, and the axle and housing repair was about $1800, and they put out around $1200. The warranty was about $2400, so do the math. I hardly call that "taking care of the customer".

Majority is the key word there. Alpha never covered the amount quoted by the dealership. I always put out the extra to put a quality OEM replacement on my car. Alpha will only pay for replacement non branded parts. To the point, Alpha always left me with my wallet in hand. Do yourself a favor, pay for the warranty offered by the dealership. You'll get OEM parts and FULL coverage. Do you want a no name fuel pump to leave you stranded on a dark highway??? Am I crazy to think that a " bumper to bumper" warranty means just that? Alpha must have a different meaning...

We are very disappointed to see a negative experience reported by this customer. Especially considering that we paid $1,696.89 in claims between two claims submitted. We are always reviewing our claims policies to ensure that they provide an efficient and customer-friendly process.

In fact, our company promise is to offer fast, reliable service of superior quality, delivering this service with integrity. If we haven't delivered on this promise, we want to know about it so we can remedy the situation. Please email us at concerns at alphawarranty.com.

If any of our customers have questions or concerns we encourage them to contact us directly so we can resolve these issues with them. In fact, we provide an Appeals Process to any customer that believes that their claim was mishandled. The appeal is reviewed by an individual that did not participate in the original claim decision to ensure that the claim was handled properly and the correct decision was made.

We do wish to point out that a previous claim was paid in the amount of $469.66 for a failed fuel pump. I show this as an example that we have taken care of this customer.

Regarding the claim in question, the customers concern is over the denial of the axle. We do show the axle was denied on this claim. As mentioned in his complaint, the axle was denied because the boot was cracked which allowed the lubrication to leak out and cause metal on metal. (A failure normally preventable by regular maintenance) Boots are a regular maintenance item that should be checked routinely during oil changes. This customers contract did clearly state that repairs are not covered when damage [is] caused by torn boots.

This is not an example of attempting to weasel out of the claim as the customer suggests. It was just clearly not covered as mentioned in the service contract. The customer fails to point out that though the axle was not covered, we did cover the intake plenum, oil filter housing, heater control valve and expansion valve totaling $1,137.23. I dont understand how this is perceived as weaseling out of the claim. It was just not covered under the contract while the majority of the other components were covered.

We do regret this customers frustration but encourage people to review the entire facts for themselves and make an informed decision. Alpha Warranty Services maintains an A+ Rating with the Better Business Bureau. Our customers and their feedback are very important to us.