ComplaintsforOmega Home & Auto Care

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2022 I was contacted by a 3rd party after my original extended warranty expired. I agreed to a contract with Omega auto care for my only vehicle- 2017 RAM Promaster 1500. Omega knew the **** and the characteristics of the vehicle in question. Now 2024 the transmission needs replacement and Omega is denying the claim because they don't cover commercial vehicles. How was a contract written for a commercial vehicle in the first place? The contract is unethical. I spent 45 minutes trying to get some sort of resolve from the company and they wouldn't help.

  

  Business response

  07/01/2024

  Good Afternoon,
  
  The claim was approved on 6/21 in the amount of $4,450, and we hope that this satisfies the complaint.
  
  
  

  
  

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Hired a warranty insurance to my car on Nov ***** I took my car to fix and they did pay the refund, I called on March ** requesting to cancel my policy, they declined to cancel my policy, this is unacceptable, how can they refused to cancel my policy? I spoke with the customer service named Cecilia, she was trying to convince me to do not cancel my policy, I asked kindly her to cancel and she refused it!! I want the cancel of my policy rigth now!! I will never be back to be them client because the customer service worse ever!!

  Customer response

  03/18/2024

  follow attached the policy omega autocare

  

  Business response

  03/27/2024

  ********

   

  The seller of the policy attempted to retain your business, and keep your vehicle covered, as they should do. We receive calls on a daily basis, from people whom cancelled their policy, and then they have a breakdown, and we can't help. Having said that, your policy has been cancelled since 3/18.

  Regards,

  Omega Auto Care.

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've had Omega Auto Care since F******* ** **** and I never had a problem with this company until last week. I took my car to Victory Auto Repair in Omaha, NE on ************ The shop called the claims department and they said the VSC (Omega Auto Care) was gonna send an inspector to verify the repairs. They said this inspector was gonna show up on the **** but decided to show up on the ***h. The mechanic told me that this particular inspector always denies claims no matter how valid it is. The shop also spent * hours on the phone with someone from the claims department only to be disconnected by them. The inspector denied all the covered parts and labor for my car and hasn't given a reason. I tried calling the customer claims phone number, but they directed me to ***** ******** who supposedly handles the claims directly and their phone number is *********** and they gave me the email address mechphotos@smartaut*****.com to send the repair estimate and to try to get an answer from them. I am yet to get a resolution from them!

  

  Business response

  03/10/2024

  ******

   

  There is lot to unpack here, including some misinformation, that it sounds like your repair facility provided you with. An inspector doesn't make claims decisions, and is simply there to inspect and write a report. Multiple parts, totaling $******** have been approved at this time. We hope you consider the issue resolved, but if not, don't hesitate to let us know.

  Sincerely,

  Omega Auto Care

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is widow ***** *****. I have had all my speddi lube oil changes here since i bought My 2016 Ford Escape black suv. I Joined a warranty company repair banc known as Omega Auto care on 08-01-23 to begin paid $137.00 mo to begin on 10-1-23. On 10-14-23 my ford escape stalled out, called the warranty tow and had it towed to ******** **** in Griffin Ga. ** ******* turned in the claim and amount which would be $6.200.00. They asked for my last oil change reciept and emailed it to **** for review, he immediately denied the claim, speddi lube does not put odometr reading or vin# on their reciept, but so i went to speddi lube, the owner, filled in ********************** and the odometer reading and signed his name. i emailed it to the adjuster ****, and denied it once again and immediately closed the case. ******* Phone #************ subject line ****** ****** **** *******m. i sent 4 times, no call back,ignored when he heard was me. speedi lube #************ owners **** ****** ********rman a. I pay $137.00 a month, im a 7 year widow of an air force pilot enlisted8 years. ** ******* has e mailed, faxed, phone wit the info her #*************** I am not well, haven't had my vehicle for 6 weeks now, i missed Dr appts, a surgery, My Brother has MS and now had to put him in a care facility because of all this.** *******s other ************** Car Shield did it to my Linc Nav truck ad i never got it back. This has made me very ill, please help me to get my 2016 ford escape transmission so i can live out my days and do my chores every day errands, go feed my brother tc...f********************** Odometer reading was 121.526. i done 4 emails, 6 calls, to no avail. im out 1 transmission $6200.00 and im out 4 months of payments. please get them to do what they should do, maybe they will speak to u. Thank u, ***** *****, ************ *** ******* ** ********* ** ***** claim#denied ********** Thank u.

  

  Business response

  01/05/2024

  I was able to connect with the customer and I informed the customer that we are not the claim department.  I did offer the customer to cancel the policy and I would issue her a refund but the customer declined that offer and the customer wanted to keep the policy.  We are not the claim department.  

  Customer response

  01/16/2024

  Im ***** *****, i did this a couple weeks ago , but now add losing my vehicle on friday jan 19 2024 being repossessed. my 2016 Ford escape has been sitting at ******** **** 4 months in a lot waiting for my warranty co to fix my transmission $6200.00. I call Repair Banc 10 times, e mailed all they needed, but ignored all my emails and i get hung up on like just yesterday.. they denied service because on my speedi lube here in Ga not requiredto put vin# or odometer reading on reciept. i went to speedi lube, the owner put odometer and vin # and i emailed it as they always have me do.aand signed his name to it. i called repair and said please do not close my case i have info u say u need. they closed my case. ******* and **** have my case. my truck will be towed. im 68 year old disabled widow 8 years, my husband was a enlisted Airforce Pilot 8 years. please help me they have no reason to deny it now. i missed christmas, thanksgiving, can't get groceries or to my Dr appts i had 4 surgeries last year with no follow up. i had to put my Brother in a home with MS because i cannot get him to therapy or dr.s. im now on blood pressure, depression, nerves, heart meds, insomnia med all because of an odometer reading that has been taken care of. yesterday he said once we close case can't open back up.i can't even sleep in my vehicle. im ***** ***** ************ Jan 13 23 sat 11'am address *** ******* **. ********* ** *****.please help me they will get my vehicle fri jan 19 2034. please help me i beg. Thank u

  

  Business response

  02/29/2024

  Good Morning,

   

  I apologize for the confusion on this one, but we offered to cancel the contract in October, to avoid more charges, due to the customer being unable to provide the required documents to continue the claim. She stated she wished to keep the coverage and would provide the records.

  Since she was unable to, we have now opted to refund the 3 payments for Nov, Dec, and Jan. These credits will reflect in the customer’s account in 3-5 business days

   

  Sincerely,

   

   

  ********** *

  Compliance Manager

• Initial Complaint

  12/15/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased an auto warranty from Omega in ***** Claims were filed on my behalf by the dealership in ***** The claims were denied with no reason of denial. I have sent multiple certified letters requesting a formal written reason for the denials. I’ve gotten no response. I’ve requested a full refund of $********, plus $****** in fees that I have incurred, I’ve gotten no response. My customer ID is ********, with this company. (Omega) I have a written statement, and contact number of the service representative from the dealership involved. Please help me to resolve this crime.

  

  Business response

  12/18/2023

  Mr. ********

   

  I am sorry to hear that you have had such trouble with your claim. Your claim has NOT been denied, which is why a denial letter hasn't been sent to you.   Your repair facility was unable to complete the diagnosis, and therefore unable to provide us with the cause of failure. We requested that they check for warpage of your cylinder head, but were told they were unable to do so.  The claim was eventually closed for inactivity, but never denied. We were simply waiting for answers from the shop.

   

  I will have my claims manager reach out to them and see what we can do to get things going again. Have a great Day!

  Best wishes,

  Omega Auto Care

  Customer response

  01/03/2024

  [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: ********

  I am rejecting this response because: My car was at the dealership since March 2023, I have now paid for the repairs myself, because Smart Auto and Omega purposely closed, and denied my claim with no reason.

  Regards,

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

  

  Business response

  01/24/2024

  Mr. ******** 

   

  Again, your claim was NOT denied. Closing a claim for inactivity simply means that we wait for either you, or the repair facility to call and say you want to continue. Essentially, it mean nothing.  Your repair facility did NOT provide us a cause of failure, which is why we couldn't approve NOR deny your claim back in June.

   

  Your claim was only denied once you advised us you had authorized the repairs without approval. I understand that this isn't the answer you were looking for, but we are only as good as the information we get, and if the mechanic cannot provide us what we need, we can't move forward. 

   

  Best wishes,

   

  Omega Auto Care

  Customer response

  01/30/2024

  [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: ********

  I am rejecting this response because: Omega’s statement is not true, they requested a breakdown of the engine, the dealership informed me, then I authorized it, even though the dealership told me that if they broke down the engine they were charging me **** per hour to break down the engine on Omega‘s request, so I was already incurring labor debt, on Omega‘s request for them to break down the engine.  I authorized, and accepted labor charges per their request thinking they would live up to their service agreement. I was looped in at every turn by the dealership, until Omega denied, or as they say closed the case.  Yes, eventually I did pay for my repairs, because my car was sitting at the dealership for over * months, and I needed to transport my family.  Omega took my money in ****, and they didn’t honor their word in *****  I did everything they asked, then Omega lied to me, and took my money.  

  Regards,

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

  

  Business response

  01/31/2024

  Mr. ********

  A teardown is part of the diagnostic process, and is something WE will pay for with an approved claim.  What we missed, was whether or not there was warpage on the cylinder heads, which would have let us know whether or not the vehicle overheated. Your repair facility did NOT provide us with this information, despite repeated requests (see attachment of notes). Yor claim was closed twice, and the first time was due to teardown not being completed, but was reopened, and then "closed for inactivity" when they didn't provide us the information regarding the warpage. 

   It sounds like the mechanic may have relayed the information to you incorrectly, because as you can see, we did everything we could to get the requested information, and it resulted in the mechanic hanging up the phone while speaking to our adjuster.

  Four months later is when we heard from you, requesting information to file a complaint. Had we dropped the ball on this claim, I would have happily rectified the situation, but we did NOT. We are only as good as the information we receive, from the auto repair professional you choose to work with, so if we do not get what is requested, we cannot approve your claim.

  If you wish to cancel the contract, and request a prorated refund, I can request that they back date the cancel date to the date of the claim, as a courtesy.  If you wish to do so, please reach out to  [email protected] . 

   

  Sincerely,

   

  Omega Auto Care

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The car was towed while policy is valid.their telling me that the policy was cancelled yesterday and the car was already in the shop before it cancelled.

  

  Business response

  12/11/2023

  Good Morning,
  
  You have not made a payment on this policy since 10/20/23, which is why it cancelled, and we cannot process a claim on a past due, or cancelled account. When the vehicle arrived at the shop is not a factor.
  
  I hope this provided some clarity on the situation, and will suffice in closing out this complaint. 
  
  -Omega 

• Initial Complaint

  11/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Everytime my vehicle has to be repaired it's never covered so there is no use for this warranty besides them taking my money

  

  Business response

  11/29/2023

  Good Afternoon,

   

  There has only been ONE claim filed on your account, which was a rusted fuel line. Rust is not eligible for coverage on any vehicle service contract, whether it is from our company, or another one. I can understands how it can be frustrating to have a denied claim, but we have to remain true to the contract. We cannot deny an eligible part, and we cannot approve an ineligible one for the same reason. 

  If you still wish to cancel your service, you can do so by reaching out to the seller of your policy at **************

   

  Regards,

   

  Omega Auto Care

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  About 7-8 months ago I helped a friend out by making a payment for her on her insurance but I just got to looking into my bank statements and noticed $109.99 has been being take. Out of my account every month since the I helped my friend make her 1 payment. I never authorized the money to ever be taken out of my account except for when I helped her with the 1 payment.

  

  Business response

  11/29/2023

  Good Morning,

   

  As an administrator, we do not process payments. You would need to reach out to the billing company processing the monthly payments to get this resolved, and more importantly, reach out to your friend. Look at your account/billing statement to see what company is processing the payments, and call the number listed. 

   

  Best wishes,

   

  Omega Home & Auto Care

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At the end of October the rear differential on my 2013 Ram 1500 started making a winding sound. When I took it to the shop on October 23rd they determined that one of the main barring had gone bad which caused damage to the gears and othe barrings. After I filed a claim with Omega Auto Care they said they had to send a inspector to the shop to inspect the damaged parts. It took them two weeks to send the inspector and after the inspection it took the inspector almost a week to finalize the inspection so that the claim could be fully approved. The shop sent Omega Auto Care the correct parts list to fix my truck, but when the parts came they didn't send all the parts and some of the parts were the wrong parts. The shop went back and forth with their claims department and resent the correct parts list that the shop got from the dealership and again the recieved wrong parts. As of November 24th which has been over a month, the shop is still waiting to receive the correct parts so that my truck can be fixed and even threatened to charge the storagefee becausemy truckhas beenthere so long. That doesn't make any sense!

  

  Business response

  11/29/2023

  Good Morning,

   

  We are very sorry that this claim ended up longer than necessary, and even though we try to work our claims as efficiently as possible, we sometimes fall short. We have confirmed that the correct parts are in transit, and are more than happy to waive your deductible. In addition to this we paid the additional labor cost on your claim as well. 

  Our claims department called you yesterday to give you an update, but were unable to to reach you, and I sent you an email as well. I trust you will find this as a satisfactory resolution this complaint, but if you have any questions, please reply to my email. 

  Have a great day!

  
  -Omega Auto Care

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this so called vehicle bumper to bumper warranty and the 1st time I attempted to use it I was told that it was not covered by the warranty and now I owe $ 250. To the dealership that has my car or they will keep it! What kind of business does this!??

  

  Business response

  11/14/2023

  Good Afternoon,

  It's always unfortunate when someone is unhappy with their coverage, but I can assure you that your claim denial was quite standard. You burned out your clutch, which is a wear and tear item, and because it wasn't repaired in a timely manner, it caused additional damage.  

  As with any coverage like this, we do not cover normal wear and tear items, and as I am sure you can imagine, we do not, and cannot, cover -damage resulting from the continued operation once a failure has occurred. 

  I hope this provides some clarity, but if you have any questions, please don't hesitate to reach out to our customer service at ************

   

  Regards,

   

  Omega Auto Care

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