- Report: #1218139
Complaint Review: alpha warranty services inc. - Massachusetts
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alpha warranty services inc.
Massachusetts, USA
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alpha warranty services, inc. Refused to cover rental due to their own delays Mansfield Massachusetts
On March 18th, 2015 I brought my car to the Nissan dealership for warranty repairs. They called Alpha Warranty Service to file a claim and was told that since it was over the threshold that an adjustor had to come out within 24-48 hours and that an approval would be made within another 24-48 hours. After the approval the warranty company called and said they found the part cheaper and wouldn't be delivered until 3/23/15, but it did not show up until the 24th. Within that time another approval needs to be made for a part. During the first 3 days, I rented a car. When I called about reimbursement I was told they only pay 1 day rental for 4 labor hours that the car was being worked on and I had only enough hours for one day of rental coverage. HOWEVER, they had my car repair held up because they had me wait for the cheaper part. I was not responsible for the delay. When I called and advised them I was told that I could've had the more expensive part and paid the difference. This was NEVER told to me. When I demanded a copy of the phone conversation I was told I needed to get a subpoena and a lawyer. When I asked to speak to a supervisor, manager or director, I was told there were none. I find this extremely hard to believe that no one of authority exists and that only a condescending woman named Alicia is the only person who could help me, of which she never accomplished. She only parroted the words written in the contract and didn't offer ANY help whatsoever.
1 Updates & Rebuttals
Alpha Warranty Services, Inc
Riverton,Utah,
USA
Claim Was Covered at a Cost of $1,568.22
#2UPDATE Employee
Fri, March 27, 2015
We are disappointed to hear that this customer is frustrated with their recent experience. It is important to point out that we were able to cover $1,568.22 for repairs and other costs for this customer on this claim. We have also been able to cover an additional $1,471.67 for other claims and repairs for this customer previously. In fact, we have paid out a total of $3,039.89 in claims so far for this customer which has saved them much more than what they spent to purchase the service contract. We are always happy to see great savings like this!
We will provide information on the circumstances surrounding the customer's concern about rental coverage.
As stated by the customer, on March 18th it was reported by the customer’s repair facility that there were multiple repairs needed on the vehicle. This customer also correctly points out that, due to the extent of the repairs needed, we were required to send an inspector to evaluate the repair. To maintain objectivity the inspector must be a 3rd party company which provides their own timeframe.
When the customer was advised about the required inspection they called customer service to voice their concerns about the time-frame. This call was elevated to a supervisor, Alicia, who explained their options and the terms of the contract.
The contract clearly states that 1 day of rental will be covered for the first 4 hours of covered labor and 1 day of rental for every 8 hours of covered labor thereafter. It explicitly states that downtime waiting for parts or scheduling for service is not included. The total covered labor on their repair was 6.4 hours which only qualified for one day of rental coverage.
It is important to point out that the customer did speak with a supervisor multiple times about their concern. The recordings of the phone calls between the customer and the service representative have been reviewed and verified. The terms of the contract were explained to the customer by a supervisor. We regret that the explanation of the contract was not what the customer wanted to hear, but we are bound by the terms of the contract entered into by the customer.
We regret their frustration with this situation, but wish to point out that these complaints filed online amount to less than .001% of all service contracts that we provide. We have an A+ rating with the BBB and have been chosen as a top service contract provider by several companies.
