• Report: #920890

Complaint Review: Alpha Warranty Services

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  • Submitted: Wed, August 01, 2012
  • Updated: Thu, August 09, 2012

  • Reported By: Alpha Victim, Another — Houston Texas United States of America
Alpha Warranty Services
PO Box 593 Draper, Utah United States of America

Alpha Warranty Services dishonest, terrible customer service, rude, immoral, untrustworthy, late Draper, Utah

*UPDATE Employee: Claim Approved: Transmission Claim Paid! $1,973.94

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Had transmission problem in my Ford Expedition.  Took it to AAMCO (who were great, AND who stated that Alpha was the worst warranty company they had ever seen) for inspection.  We were told that Alpha would only supply a "salvaged" transmission.  I had purchased extended warranties before and had in fact had 2 transmissions replaced under the warranties, with no issues.  Total time my vehicle was down = 33 days, most of which was waiting for Alpha to provide the salvage transmission. I asked them to provide information as to the heritage of the salvaged unit.  They declined, stating that they didn't have to do that.  I stated that it ought to be just a normal component of customer service.  They again stated that they didn't have to do so and would not do so.  My opinion is that they would only decline this simple request if they were hiding something - like the transmission actually having far higher mileage than stated.

To all potential used car buyers - Avoid Alpha Warranty Services like the plague.  Run, don't walk, in the opposite direction.  Their customer service is nonexistent.  Their favorite practice is to repeatedly put you on extended hold to discourage you from asking questions.  They are rude, contradictory, dishonest, unreliable, repeatedly requiring prompting from AAMCO to get approvals and to deliver the transmission itself.  In the end they paid out less than $800 toward the replacement cost, despite their up-front claim of being zero deductible.  My share was in excess of $300.

Although everyone I spoke with (and was repeatedly on hold with) at Alpha were abjectly rude, abrasive and remarkably unhelpful, a special thanks goes out to "Dean", for even more extraordinary incompetence, idiocy, and utter absence of any understanding of the term "Customer Service."

Bear in mind that Alpha makes their money by selling these so-called warranty services by providing the used car dealership with a portion of the upfront cost - a commission, if you will.  So, understand that if your dealer pushes an Alpha plan onto you, they are, in my now experienced opinion, doing you a grave disservice, and I counsel any prospective buyers and any and all dealerships to seek better alternatives in the marketplace.

This report was posted on Ripoff Report on 08/01/2012 10:42 AM and is a permanent record located here: http://www.ripoffreport.com/r/Alpha-Warranty-Services/Draper-Utah-84020/Alpha-Warranty-Services-dishonest-terrible-customer-service-rude-immoral-untrustworth-920890. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
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Updates & Rebuttals

#1 UPDATE Employee

Claim Approved: Transmission Claim Paid! $1,973.94

AUTHOR: Alpha Warranty Services, Inc - (United States of America)

Let us start out by saying that we regret the frustration this customer has expressed. Unfortunately, there are many inaccuracies in the statements made above that we would like to address.

First off, its important to remember that this claim was approved and has been paid for. In fact, we paid out $1,973.94 on this claim. The customer states that their vehicle was down for 33 days most of which was waiting for Alpha This claim was called in on June 22, 2012 at 9:24 am. The AAMCO shop finally called us on June 26 at 1:15pm. At that time, we instructed the shop to seek authorization from the customer to perform diagnostic work. The customer called in on June 29 at 8:42 am inquiring about the status of his claim. We stated that we had spoken to AAMCO 3 days ago and told them to seek authorization from the customer to move forward with diagnostic work. Finally on July 5 at 1:33 pm the shop called in with the diagnostic results. The claim occurred over the weekend so we attempted to authorize it on July 9 at 4:11 pm.

We called AAMCO again on July 10 at 12:24 pm to try to authorize the claim. Vito, the person we were told we must speak with, was not there. They said he would call us back. He never did call back. On July 20 at 10:20 am we called Vito again. Finally at that point, we spoke to Vito and authorized the claim. As you can see, the delay in this repair was caused by AAMCO. The problem is, with some shops, when a shop feels pressured by a customer, they simply tell the customer that they have called us and are waiting on us but this is false. In fact, we record all of our calls as shown by the information provided above. AAMCO was the reason for the delay.

Alpha Warranty paid out $1,973.94 for the replacement of the transmission. Not $800 as the customer states. The customer didnt consider the cost of purchasing the transmission. That $800 is the labor amount that was paid to the shop. Again, we paid $1,973.94 to replace this transmission.

As far as the condition of the transmission, there are times when we provide replacement parts that are new, rebuilt or used. The plan purchased by the customer provides coverage of parts of like kind and quality. Most part replacements are done with new or rebuilt parts. In this particular case, the transmission was replaced with a low mileage, quality used part. In fact, the transmission only had 73,000 miles on it. The customers vehicle at the time of failure had 80,924 miles on it. As you can see, we replaced the transmission with a newer component than the 80,924 miles on the
vehicle.

Now per the quality of the transmissionWhy would we put in a poor quality transmission if we are still liable to cover this vehicle and transmission for another 2.5 years or 20,000 miles? We wouldnt! That would only cause more problems for us and our customer if that were the case. We use a select number of part suppliers that have a very high quality rating. In addition, we require our part suppliers to provide a 12 month and 12,000 mile warranty on the part they supply so as to ensure that every component that is put in a customers vehicle is reliable and quality assured. It is important to remember that transmission shops, at times, will disparage any other part rather than their own in an effort to ensure that they maximize profit on the transmission repair.

As to the customers request for the heritage of the transmission, it appears this was simply a miscommunication. The customer called in asking for the serial number of the transmission. We simply told the customer to ask the shop for the serial number when the transmission arrived. The serial number is on a tag on the transmission. His shop should be able to provide him with that information. If the customer wants additional information about the transmission, he may contact us at any time, ask to speak with Jeff and we will definitely provide any and all information that we have on this transmission including the supplier of the part.

Considering the nature of claims, frustrations will exist at times with a small number of customers. Unfortunately despite our best efforts, this is inevitable. For every one complaint we receive, we have many more satisfied customers and millions of dollars in paid claims to back that up. We encourage our customers to contact us directly so we can best address their concerns.
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