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

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.