Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Complaint Against Omega Auto Care Dear BBB, I am writing to report an issue with Omega Auto Care regarding my extended vehicle warranty. I pay $145 monthly for this plan, which promises a $100 deductible for repairs. However, I recently paid $404.90 for covered repairs on April 26, 2025, despite fulfilling all warranty requirements. I have contacted Omega Auto Care's claims department repeatedly over the past four days with no response. Earlier, I spoke to a representative who acknowledged the situation seemed unusual, and another representative, **** *****, whose behavior was rude and dismissive. Omega Auto Care records calls, and I ask they review my interactions. I feel misled and ignored as a paying customer. I request assistance from the BBB to mediate a resolution, including a refund for the overcharged amount and improved customer service from Omega Auto Care. Sincerely, ****** ******* ************

  

  Business Response

  Date: 05/01/2025

  *** *******,

   

  We have no record of you paying anything other than your $100 deductible. We only have one claim on file for you, and all you paid was $100. Please forward any additional documents to *************************.

   

  Regards,

  Omega Auto Care

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company isn't honoring their warranty obligations. The contract is clear as day.

  

  Business Response

  Date: 04/22/2025

  Mr. ********,

  As you know, your contract has a standard 30 day, and 1000 mile validation period, and you purchased your policy with ******* miles, and brought it to the repair facility with *******. Although one can speculate regarding the suspiciousness of the vehicle conveniently failing at exactly 1000 miles, I will not at this time.  After reviewing the photos provided by your repair facility, it was clear that this was a long term failure of your torque converter, which means it happened within your validation period.

   

  We honored our contract, and followed our terms, as we always do. I understand that it is not what you were hoping for, but we clearly cannot cover claims that were pre-existing. 

   

  Regards,

  Omega Auto Care

   

  Customer Answer

  Date: 04/28/2025

  My lawyer will be handling things from this point

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Durango Citadel from a dealership on 02/08/2025 and purchased the comprehensive plus warranty for the vehicle. On 4/28/2025 the Durango began driving weird, so I brought it to a licensed ***** dealer. They determined that the cam shaft had been smoothed and the truck needs a total engine replacement. The vehicle is under the miles warranty and the powertrain is covered by the warranty.The dealership spent three hours on the phone Friday trying to get confirmation and approval for the covered repair. They spent five and a half hours on the phone Saturday trying to get approval for the repair. They were given three non-functioning phone numbers and hung up on multiple times. This company charged me two thousand dollars for this warranty and is not trying to evade the covered repair. ***** this company. They are clearly hoping that I will give up and pay for the covered repair myself.

  

  Business Response

  Date: 04/10/2025

  *******,

  Were very sorry for the inconvenience youve experienced. As you know weve contacted the repair facility, and a claim has been started for your vehicle. We understand there were issues with phone communication, and we regret the confusion caused by the wrong number.

  We are actively working with the shop to move the process forward and appreciate your patience as we resolve this. Please know were committed to honoring covered repairs and providing the service you deserve. 

  
  The Omega Auto Care Team

  Customer Answer

  Date: 04/15/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 23147716

  I am rejecting this response because:

  I was told on Friday the 4th of this month that a claims adjustor would go to the mechanic in order to inspect my vehicle's issues and approve the work to be done by the mechanic within 48 hours. It is 4/15 and the claims adjustor has not done this yet. So after a full week of both me and the mechanic shop waiting on hold for hours, being hung up on, and being given incorrect numbers in order to just start a claim, which forced me to to write this BBB complaint as a last resort in order to do so, I'm on my second week of waiting on the the claims adjustor. That's approaching three full weeks of my vehicle sitting at the mechanic waiting for this company to do their job. I will update whenever the company decides to do what I paid them thousands of dollars to do, but it doesn't look like that will be anytime soon. 

  Regards,

  ******* *****

  

  Business Response

  Date: 04/20/2025

  Mr. *****,

   

  I sincerely apologize that this was not immediately handled. I notified the head of the claims department on 4/15, and he assured me it would be expedited.  I will follow up and make sure it is processed.

   

   

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were sent information about a warranty for our 2014 GMC Yukon and my husband and myself called to inquire about the coverage. Initially, it sounded ok but while still on the phone with the agent, we said that NO we do not want to sign up for this due to the reviews I was researching online and the cost. It did not seem like a very trustworthy company and it turns out, I was very correct. The next day, I saw that they automatically withdrew $180.99 from my checking account. I called the company to file a formal complaint and get a refund seeing as I never agreed to the coverage or to be charged this. The first call, I was told that there is nothing they could do and was HUNG UP on. The second call, I made sure to get the employee name and ID number. I spoke with *******, ID #**** (who knows if she was giving honest information). She was extremely rude and said she would cancel the policy but would not provide a refund since I signed up for it. I told her I did not sign up for it. I do not even have a policy number or anything at all seeing as I said right on the phone, which states was a recorded line, that we do not want to go through with it. She began yelling at me and was extremely rude and unprofessional. I have yet to see a refund and I have no policy number or anything at all. They essentially stole $180.99 from my bank account and I demand a refund or will look into criminal charges.

  

  Business Response

  Date: 02/26/2025

  Good Morning,

  We understand your frustration regarding this situation. However, please note that we are an administrator and do not sell vehicle service contracts directly to consumers. The purchase and billing process is handled by the seller of the policy, which would be the company that charged your account.
  

  To determine which company processed your payment, we recommend reviewing your credit card or bank statement to find the name of the merchant associated with the charge. You will need to contact them directly to discuss your concerns and request a resolution.
  

  If you have a policy number or any documentation that links your coverage to our company, we would be happy to assist with any questions regarding the contract itself. However, for billing and refund requests, the selling company would need to be contacted.
  

  Please let us know if you need further clarification.

   

  Regards,

   

  Omega Home & Auto Care

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Omega did not cover my claim that should have been covered. Did not provide a logical explanation on why it was not covered. The shop also said this is how they get out of paying for claims. They did not cancel me since they said my car was not covered.

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initially signed up for this extended warranty on my car in 2022. Ever since then this company has been the hardest company I have ever tried to contact. Every single time I email them they do not respond. When I call them. On the off chance they answer I get transferred up to 6 times and never get an answer. And their contact phone number does not work. I call it and it presents me with a menu telling me to press 2 for customer service. I press 2 and nothing happens. I paid a decent amount of money for this warranty only to feel like it was a waste of money. There is no reason my warranty company should be this hard to contact. I paid them so I could contact them when my car needs repairs. It needs repairs right now and contacting them in order to get answers on my coverage seems to be the most difficult thing in the world to do

  

  Business Response

  Date: 02/05/2025

  Good Afternoon,

  We sincerely apologize for the difficulty you've experienced in reaching our team. We understand how frustrating this must be, especially when trying to use your warranty for necessary repairs.
  We strive to provide timely and efficient customer service, and we regret that your attempts to contact us have not met your expectations. We  will have a representative reach out to you directly to address your concerns and assist with your claim.

  
  Please let us know the best way to contact you, or feel free to reach out to us at ******************************* We appreciate your patience and the opportunity to resolve this for you.

   

  Regards,

   

  Omega Auto Care

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased this insurance as they said they would cover charges of engine. Transmission, electrical and ext. then paid monthly. When took to have repaired they denied all repairs to be done. After trying to contact them we spoke with the broker and when we told them it was omega they said that they are denying all claims but they would see what they could do to get our truck repaired. Will wait to see what happens. This company should not be allowed to do business! I had called several times to ask for information about the policy we purchased and never received anything, the only response was they sent info, which they never did. This is the WORSE auto insurance out there that I have found!!!!

  

  Business Response

  Date: 02/05/2025

  Ms. ******,
  We appreciate you reaching out and understand how frustrating this experience must be. We reviewed your claim and policy details, and we want to clarify why the repairs were not approved.
  Our coverage is designed to protect against specific mechanical failures listed in the contract. Unfortunately, the repairs requesteda bolt and a mirror motorare not included under the covered components in your policy. We strive to be as transparent as possible about what is and isnt covered, and we regret any misunderstanding regarding your coverage. 

  
  We understand your concerns and appreciate your patience while we reviewed your claim. If you need further clarification, wed be happy to go over your policy details with you. Please feel free to reach out to our customer service team for further assistance.

   

  Regards,

  Omega Auto Care

• Initial Complaint

  Date:01/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Submitting on behalf of my father, ****** ******. He is 90 years old and I have just began assisting with financial issues he has been ************* of bank account show MONTHLY subscription fee to OmegaAuto for $179.97 from June 2024 to December 2024.Emailed customer services and was informed this is to cover 2020 ******* father does not own a 2020 Jeep.Speaking with customer service, I was told my Dad authorized over the phone on May 8, 2024.Asked for refund as this is for vehicle he does not own and was told this was not ************* father would not have been able to call this company and request this type of coverage. Omega would not verify if my father called, or if company initiated phone call. Due to my father's age, he would not understand he was authorizing coverage on a vehicle he does not own.I am ******** daughter, ******* ******, and have included my email and home address for contact. Please let me know if ******** address is needed.Thank you

  

  Business Response

  Date: 02/04/2025

  Dear ******* ,

  
  Thank you for reaching out on behalf of your father, ****** ******. We truly understand your concerns, and we take the well-being and financial security of our senior customers very seriously. At ********************, we are committed to doing the right thing in every situation.
  After reviewing this matter, we have canceled the policy associated with your fathers account and have requested that the seller issue a full refund. 

  
  We sincerely apologize for any confusion or distress this may have caused. If you have any further questions or need additional assistance, please feel free to reach out. We appreciate the opportunity to resolve this for you and your father.

   

  Regards,

  Omega Auto Care

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased omega home warranty.l in summer of 2024. At 160 monthly. I filed a claim in November and after several weeks a contractor came to look at my oven. I have a double oven. The top was broken and the bottom worked fine. They submitted the claim and it took three more weeks before they decided to try and replace the heating element for the top oven. In the process they broke the bottomed one. They are willing to replace/fix/ or pay up to $500. (Which would have been enough for the top oven alone). I now have to spend roughly 3grand to fix both of them. I have spoken to several different people trying to finish the claim and they told me to finalize the claim send an email with the stove we wanted to purchase and they will issue the check. However today they said I must first PURCHASE THE OVEN then they will reimburse me. Meanwhile its taken me almost three months to get to this point without updates from them. Ive had to call them every time.and now theyre calling about my monthly payment. Ive paid them over $500( it shouldnt be an issue to send me the oven money I am owed and agin Their contractor broke my working oven and now I cant even get payment to begin to purchase a new one. Each time I spoke with a representative it was a different story about why they havent sent the check or how they couldnt fix my oven ect.

  

  Business Response

  Date: 01/27/2025

  Good Afternoon,
  
  This is the first we are hearing about the tech breaking something, but if that were the case, the company that came out, would have needed to be notified, and held responsible. We approved the heating element to be replaced on 12/4/2024, but you called our office on 12/16/2024 and said the repair didn't work and wanted to replace the unit, so we explained the process to get the $500.
  The contract has a limit of liability of $500, which we will pay out, once proof of payment has been provided, since full appliance replacement, are on a reimbursement basis.  On 12/30/24 you were was given the information again, and was advised that we need you to send us the invoice including pricing for the replacement and then we would assist, but it was never sent in.

   

  Please keep in mind that you do have to be up to date on payments, in order to utilize your coverage, including for reimbursements. Please send in proof of payment of the new unit, and we can reimburse.

   

  Regards,

   

  Omega Home & Auto Care

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a vehicle in the shop for mechanical repairs. The warranty company wanted the shop to disassemble the PTU to determine cause of failure. I spoke to a warranty company representative on 1/2/2025 about this issue. I was informed that as long as the gears were not discolored from lack of lubrication the claim would be approved. Today, 1/16/2025, I was informed that there was not any discoloration, and the claim was denied for lack of lubrication. I have to pay the shop for the work of opening that unit even though the decision to deny the claim was already made. I spoke to a manager today that said he was going to review my phone call from 1/2, but that it wouldn’t change the outcome of the claim. I think the company was very dishonest in how they have handled this situation. Furthermore, the rear differential is also in need of repair, but the disassembly is much more involved than that of the PTU, so the shop recommended we wait and see what is decided about the PTU before possibly wasting more money. The rear differential is a known failure on this model vehicle, and is the only reason I purchased this warranty in the first place. I would hate to think I purchased a warranty because of a known issue, and then was denied the repair of a known issue with these vehicles. I would like to have the rear differential repaired as well.

  Customer Answer

  Date: 01/16/2025

  The company indicated that they have the audio from the phone call on 1/2/2025. I hope they are honest and share that with you. I asked for a copy of the audio, and they said that a supervisor would send it to me. I would not be surprised if they fail to provide me with information that would harm their position. I hope I am wrong.

  

  Business Response

  Date: 03/05/2025

  Good Afternoon,

   

  I just received this letter today, which I now see if past the 10 day extension, but I sincerely hope today’s response isn’t too late to avoid any suspension. I am not sure how I missed this complaint, as I remember is clearly, and I was certain I had responded to it. I was working with our claims department on the completion of the repair, which was done on 2/7. I believe the customer will agree that the complaint was resolved satisfactorily.

   

  Sincerely,

   

   

  ********** *

  Compliance Manager

  **************************

  office: 877-850-0443

  Fax: 636-246-0333

  Customer Answer

  Date: 03/05/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22820216

  I am rejecting this response because: they lied to me to about covering a repair. The repair has been made, but at my own expense. If a company is going to give their customer a condition for covering a repair, then they should honor that. For them to think that this matter was satisfactorily resolved completely blows my mind. I will make sure I share this experience with anyone that will listen. 

  Regards,

  **** *****

  

  Business Response

  Date: 03/06/2025

  Good Afternoon,

  Stating that a repair can be eligible for coverage, isn't an approval, nor a lie. Whenever we go through the claims process, there are often multiple ways a failure can have occurred, some of which are eligible, and some not.  We have to find the true cause of failure, before an approval can be given.

  In your case, inspection verified internal transfer case failure due to lack of lubrication, resulting from failed output seal. Per your contract, Seals and gaskets are covered only as part of repair or replacement of the above Covered Parts. Leaking seals and gaskets are not Covered Parts.".

  The claim I was referring to was the driveshaft, where we paid $1358 to complete the repair. I hope this provided proper clarification, but if not, please don't hesitate to reach out. 

   

  Regards,

   

  Omega Auto Care