ALPHA WARRANTY SERVICES Warranty company denied coverage Draper, Utah

We regret the frustrations that this customer has experienced. We recognize that receiving notice that your claim has been denied is not pleasant news to receive, nor is it pleasant news to deliver. We are glad to see that despite this frustration, the customer was able to obtain coverage when his transmission failed. In fact, we paid $2000 to replace his transmission back in 2011.

We would like to take the opportunity to provide additional information on the claim that the customer is referring to. As an example, his $2000 transmission claim that we approved went through with no issues.

The conclusion and short version is that the oil cooler is not a covered component. It was determined by our ASE Master Technicians and an independent inspector that the failure of the engine was caused by the oil cooler (a non-covered component). This particular plan states that failures caused by non-covered components are not addressable under the plan. It is also important to mention that the internal engine damage shows that the vehicle was driven after the problem started, causing further damage to the entire engine.

We provide free roadside assistance so that in the event that a vehicle exhibits problems, the driver can stop, turn off the car and receive free towing to avoid further damage. It was apparent and unfortunate that this didnt happen as the engine arrived locked up and damage was widespread.

We recognize that the customer states that his Porsche dealer disputed the findings. No statement by this Porsche dealer was ever provided to us. Moreover, the cause of failure suggested by the Porsche dealer, according to the customer, was a faulty head gasket or crack in the cylinder wall. Pictures taken by the inspector clearly show that the cylinder head gaskets are intact and the cylinder wall has no cracks.

I would like to reiterate the fact that we paid $2000 when this customers transmission failed. This second claim submitted was simply not covered because of the cause and extent of damage. I would also like to point out that we pay millions of dollars in claims every year, have an A+ rating with the Better Business Bureau and have an actual satisfaction rate of 99.999%. Only a handful of our customers voice concerns out of the thousands of customers that we service every year.

We do regret this customers frustration but encourage people to review the entire facts for themselves and make an informed decision. Our customers and their feedback are very important to us.