Alpha Warranty Alpha Warranty does not honor extended warranty Draper, Utah

We would like to provide more information about the claim surrounding this complaint. The customer states that they purchased a bumper to bumper warranty. That is definitely not the case. The customer did elect to purchase an Extended Coverage plan. The Extended plan is a great plan that provides very extensive coverage but is by no means our most comprehensive plan. Based on the age of the vehicle (2002), it did not qualify for our Full Coverage which is considered to be the plan that is most similar to what the manufacturer warranty might provide in coverage.

The Extended Coverage plan offers stated component coverage. Meaning, if the plan specifically states that a component is covered within the terms and conditions of coverage, then it is covered.

Let me also clarify that we do not deny claims based on feelings. Claims are only denied if there is sufficient evidence to clearly support that decision. If the evidence is not clear, then the claim will be approved as is the case in the far majority of claims that we process.

In this case, the customer called in a claim 58 days after purchase. The customers vehicle had failed stabilizer bars, left front coil springs and a steering shock. As part of the normal claims process, information is collected from the repair facility and the customer.

In a recorded phone call, the customer clearly states that he first noticed the problem while driving home after purchasing the vehicle from the dealership. This plan does not cover pre-existing conditions or conditions that existed when the vehicle was purchased.

The customer believes that the problem occurred on the way home but as a result of hitting a pot hole. Based on the condition and extent of damage of the failed components, as provided by the customers repair facility, it was clearly evident that the damage was long term damage present on the vehicle from before the customer purchased the vehicle.

We understand that this is a frustrating situation. No one likes to find surprises with the purchase of a vehicle. We always extend our ability to access parts from our nationwide chain of part suppliers in an effort to minimize repair costs for our customers. As an example, the cost of a stabilizer bar on this vehicle is $685. We can provide that same part to our customer for $504.51 resulting in a savings of $180.50. (We make no money on providing this discounted part) We know that this free service doesnt replace the cost of a repair but it does show our effort to help out where we can when a repair falls outside the terms of a customers plan.

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.