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:01/06/2025

  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 claimed that they would provide a repair person but did nothing. They then claimed that they would reimburse me on.a new cooktop purchase i made and provided proof ****** Omega claimed that they want more money to complete the claim. They are liars. This could go indefinitely

  

  Business Response

  Date: 01/27/2025

  Mr. ******,

   

  As with any insurance type product, you have to be up to date on your payment, and you have to have an active contract in order to receive any benefits. The reason they requested a payment, was to keep you from cancelling due to non-payment. You explicitly said you were no longer paying, and you didn't, which caused your policy to cancel.

  We can no longer process any claims on this contract, as it is no longer valid. If you have any additional questions, please feel free to reach out to our customer service team.

   

  Regards,

   

  Omega Home & Auto Care

• Initial Complaint

  Date:12/11/2024

  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.

  Horrible service with zero responces or call back from this provider

  

  Business Response

  Date: 01/03/2025

  Good Morning,

   

  There must have been some sort of miscommunication, or misunderstanding because this claim was started on 12/10/24, and approved the following day. 

• Initial Complaint

  Date:11/18/2024

  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've had an auto warranty with Omega for almost a year now. A few times, my truck has needed minor repairs, and the company has covered these repairs. This time however, my truck has been in the repair shop since August, or September 2024, and Omega was told by the shop owner what was wrong, something about a boroscope and you could see something bent. (The shop owner and Omega had discussed a replacement motor, and i had to verify I had just bought the vehicle last October 13th, 2023). Omega told the mechanic to take the heads off, and they would come inspect it. Omega looked at my truck Wednesday November 13th, 2024, and denied my claim, citing, my tires are too large. You read that correctly. I called Omega claims department and they told me there was a clause stating that oversized tires would void the contract. For one, I've never seen that or knew about that. For two, those tires have been on my truck every single time Omega has paid a claim to repair my truck. For three, my tires are not oversized, they are stock ATV tires, for a NISSAN XTERRA. They were just looking for an excuse to not pay my claim. Now my truck is sitting in a repair shop, completely tore down, with a denied claim, denied for a completely false reason. Like I mentioned beforehand, they fixed it every other time no issue, same exact tires.

  

  Business Response

  Date: 11/20/2024

  *** *******,

   

  I can genuinely understand how this may seem confusing, and in turn frustrating. Your previous 2 claims didn't require an inspection, and since we aren't there to see your vehicle in person otherwise, we didn't know that your tires were outside of the manufacturer's specs.  Oversized tires might not seem like a big deal but they are considered a modification, which is excluded from all of our contracts.  Oversized tires can affect your engine in several ways, which is why it's so important, and why it's excluded.

  Oversized tires increase the overall rolling resistance and the rotational mass of the wheels. This extra resistance means the engine has to work harder, especially during acceleration or when maintaining higher speeds. Over time, this increased load can lead to additional stress on various engine components, including the timing chain.
  
  The extra effort required by the engine can cause it to operate at higher temperatures, especially if the cooling system isn't upgraded to handle the increased demand. Heat can degrade the lubrication quality of the engine oil, leading to increased wear on the timing chain and other components. Vehicles with oversized tires might also experience altered performance metrics, like higher fuel consumption or changes in speedometer accuracy. 
  Oversized tires can also put additional strain on the drivetrain, including the transmission and differentials. If the engine is underperforming or compensating for these stresses, vibrations or misfires might occur, which can affect the timing chain's longevity.

  I hope this clarifies the situation a bit. If you have any additional questions, please do not hesitate to reach out to us directly. 

   

  Regards,

  Omega Auto Care

  Customer Answer

  Date: 11/20/2024

  [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: I have spoken to two (2) separate mechanics, that both state your statement would hold SOME truth if in fact the said tires on my vehicle were overtly oversized, and again,  mine are simply not.  My truck/suv is an off road utility vehicle, the engine is just a powerhouse, - It has nothing to do with making it go down the road. If tires put a toll on anything, it would had been the transmission.  (What if my tires were "the right size",  but I was pulling 5000 pound trailers around all day? , what would yall say was taking the toll or stress on that, the water pump?)  Manufacturer  says my 2006 3.5l truck can tow 5000 pounds, without stress to the vehicle. Do my tires weigh more than 5000 pounds?  Also, I've kept the oil clean, as you know,  you have service records. Its stayed cooled, as you ALSO know.  Ive taken most excellent care of the vehicle,  and everything you guys come up with is just another excuse. You guys know I have a legitimate claim, and yall are trying every angle to shoot me down. Ive paid every month on time,  no lapses.  Yall just don't want to help me with a engine. I don't want to have to get the news channels and attorneys involved,  I WANT to work this out peacefully.  Please fix my truck. It's been in the shop for four (4) months now.  Thank you

  Regards,

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

  

  Business Response

  Date: 11/26/2024

  *** *******,
  
  I am sure there are many different opinions, depending on which mechanic you ask.  I was explaining the mechanical aspect of it hoping that providing you clarification, would provide understanding. If we remove that aspect,  there is the simple fact that our contact excludes oversized tires.
  

  Our contract states "In addition, this Contract provides no benefits or coverage and We have no obligation under this Contract for: Modified vehicles are not eligible for coverage unless the modification(s) were recommended and approved by the manufacturer. This includes the use of oversize tires, installation....". I have attached a picture of the tire placard from your vehicle, as well as your tire, and as you can see, they do not match (265/65/17 vs 265/70/17). 
  
  We have to follow our contracts, both when it comes to approving a claim, and denying one.  The same way we cannot deny a claim that should have been approved, we cannot go against our contract, and approve one that should have been denied. Although I understand this isn't the news you'd like to hear, I can assure you we are only doing what our contract dictates. I hope this will suffice in closing out this claim, as I have attached both a screenshot from your contract, as well as a full copy of your contract. 
  
  Regards,
  Omega Auto Care

  
  

  Customer Answer

  Date: 11/27/2024

  [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]

  Every time a claim is filed,  pictures of the vehicle must be sent to your company.  Not just one photo,  but photos from every side of the vehicle,  for every claim. Those tires were on there for the previous claims, (smaller claims). Your company saw those tires. Your company ask questions BEFORE the breakdown/work began, your company knew the answers, and your company said to PROCEED. In your first reply you spoke of the difference the tire would have to travel if 'oversized ' (due to the circumference of the tire), causing more strain on the 'engine ' (in reality it would be the transmission), however, the tire difference is ONLY in width and is only ½ inch, and has ZERO reflection upon the ENGINE my vehicle needs. 

   

  So, you said you didn't have to inspect my vehicle and that's why it was covered the first few times, - however,  you DID ask questions and you saw pictures,  and itc was still approved.

   

  You've aslo said that different mechanics say different things, however, I've ONLY spoken to mechanics that YOUR company uses, all licensed,  certified, I've even went to the trouble (since all of this), and ask even more licensed & certified,  mechanic shops in neighboring counties (that accept YOUR program/warranty), and I get the same answer.  My ½ WIDTH difference tires has nothing to do with the mechanical breakdown of my car. They also agree, that they aren't actually considered oversized tires at all. So, I went to three tire shops, and them would 265/70/R17 all terrain be oversized for my SVU,  (I told them the make and model). They said no. 

  I got all the mechanics notes and business cars, I've got the tire shops now.  I made contact with the *** yesterday, and today, or after the holidays,  I'll be reaching out to the ******** ******* ******** ********* ******. I've also been referred to a really great consumer attorney, that I will be reaching out to on Monday, with all my documentation,  (including the contract that says "oversized" with no specs on that). Over inflated, under- inflated, bald, warped, riding on the rim, all those must be ok. Wonder what it would had done to my vehicle if I would had been driving four donuts around on there 24/7,  - contract says nil about that,  and I know that can't be good. 

  Thank you for taking advantage for yet, another consumer. I do hope, between the ***, the *****, and legal counsel,  we can resolve this issue like sensible humans. 

  Happy Holidays 

  ***** ******* 

   Complaint: ********

  I am rejecting this response because:

  Regards,

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

• Initial Complaint

  Date:11/12/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  10/11/2024, $250 today, $202 per month for 14 months, auto insurance for vehicle, car warranty, I called back 15 minutes after to cancel my plan and nothing was done. The charge still is pending and I receivied an email below saying the contract is active, but I did not sign anything. Received a notice in the mail.

  Customer Answer

  Date: 11/12/2024

  Hello,

  The issue has been resolved and I will no longer need to file a complaint.

   

  Thank you for your assistance,

   

  **** ******

• Initial Complaint

  Date:11/07/2024

  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.

  Omega was not cooperative or timely in handling my claim. They did not reimburse me or help to resolve the situation whatsoever. They are fraudulent in what they advertise and do not want to take care of their customers.

  

  Business Response

  Date: 11/19/2024

  Ms. ********

  As I'm sure you can imagine, we never want one of our clients upset, but even when we do everything in our power, it is sometimes unavoidable. We were working with your repair facility in a timely manner, to determine your cause of failure, when we stopped hearing from your shop, and from you. You called us 2 weeks later, stating that you opted to approve the repair, and pay out of pocket for your convenience. 

  Because you opted to complete the repair, without the required pre-authorization, we were unable to determine whether this would have been a covered repair. 

  Our contract states that "YOU or YOUR REPAIR FACILITY are required to obtain OUR authorization prior to beginning any repair
  covered by this AGREEMENT.", as well as "YOU are responsible for authorizing any teardown or diagnosis time needed to determine if YOUR VEHICLE has a Covered BREAKDOWN. If it is subsequently determined that the repair is needed due to a Covered BREAKDOWN, WE will pay for this part of the repair. If the failure is not a Covered BREAKDOWN, then YOU are responsible for this charge."

  We will not be able to assist with this repair, since no prior authorization was given.  If you wish to cancel and request a refund, please reach out to the seller of your policy.  If you have additional questions regarding your claim, please do not hesitate to reach out to us.

   

  Regards,

  Omega Auto Care

• Initial Complaint

  Date:10/15/2024

  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.

  Purchase a extended warranty from them in June of 2024 mu ***** ****** was 30 days and 1000 mile before I could use the warranty after my ***** my automobile began having issues try to used the warranty and was given the run around my car has been in the shop now for 3 weeks with no resolution I pay my premium every month and still can't get my service

  

  Business Response

  Date: 11/07/2024

  Good Afternoon,

   

  The vehicle had a branded title, which makes it ineligible for coverage, so therefore the contract was cancelled. The customer has been refunded his premiums.

   

  Sincerely,

   

   

  *********. B

  Compliance Manager

• Initial Complaint

  Date:10/03/2024

  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 am experiencing significant issues with my Atlas Vehicle Protection warranty, which they initiated in November. Ive driven the required thousand miles and had the policy for over 30 days. However, my car has been in the mechanic shop for over four months due to a failed water pump that requires a new engine.Atlas denied my claim, incorrectly stating I needed to drive an additional thousand miles after I reinstated my coverage. I never signed a new contract, and this stipulation was not part of my reinstatement terms. Omega Auto Care is now also denying coverage, claiming the issue occurred within the 30-day window, despite my evidence showing otherwise. After I reinstated due to non payment.I've never signed a new contract The only contact I sign was in November, when I started coverage. there was a verbal agreement that I would drive 30 days before my car would be covered, I was at 45 days and my water pump went out. After speaking with compliance officer that told me my email got stuck in her spam folder for a month and said sorry she didn't get back to me sooner. In the time waiting for her response I let the warranty lapse due to my car being denied and not having my car. I am a single mom with two boys and I bought that warranty as assurance to know that I would be okay if something bad happened to my car and it would be covered. I was taken advantage of by this company and both companies actually for denial of reasons that are not even legit. These reasons are made up and they kept making more excuses just so they don't cover my car and now the case is closed according to the compliance officer because of non-payment for the policy, for a vehicle I'm unable to drive due to being broken down and denied. I was told because it was canceled they can't reopen it. I do not agree with their decision as their denial reasons are false and inaccurate. My warranty was active when I dropped my car off, And I was in compliance. Lots of proof.

  

  Business Response

  Date: 10/15/2024

  Good Morning,

  The reason you have not signed a NEW contract, is because your previous one was reinstated, which means that we simply made your same contract active again.

  Reinstatements are NOT a contractual obligation, and something we do as a courtesy, hence the verbal agreement, on a recorded line, that you had a new validation period to restart the contract.  You REPORTED the claim on day 45, but the vehicle failed long before that, as proven by your Carfax report, and then you simply waited to file the claim.

  You took your vehicle in for a state inspection the day after you reinstated, which recorded your mileage to ******, and after that, you only drove 39 miles, when you normally average about 1000 miles per month. The repair facility is 20 miles from your home, and you drove the vehicle there, knowing there was an issue, which is considered abuse, and "continued operation of an impaired vehicle", which is also excluded from your contract, and why you ended up with an engine repair instead of just a water pump.

  The repair facility, that physically looked at your vehicle, confirmed this was a long term failure, and did not happen in 20 miles.  

  Whether or not the account was active at the time of the claim, or if it still was, has no bearing on this claim. You have had multiple email exchanges, with several people at our company, as well as phone calls, where we have gone over this in GREAT detail. 

  This file has been closed for some time, and the claim was denied correctly, as you know, and there is no scenario where this claim can be paid.  We can empathize with the situation you have ended up in, but we cannot allow people to reinstate their contracts when they already have an issue, and then pay that claim.

  I hope this provides some further clarification. 
  
  Best Wishes,

  Omega Auto Care

• Initial Complaint

  Date:09/23/2024

  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 been paying $153 a month for over a year and in November in 2023 when I tried to file a claim to get my vehicle fixed I have been given the run around. I have been jumping thru their hoops about getting my truck fixed and it has been over a year and still my vehicle has not been fixed. The company has still been charging me $153 a month the whole time, but yet the coverage I have been paying for has apparently been for nothing. The truck has a blown motor in it and needs complete replacement. I have had the vehicle serviced regularly since I have owned it. routine oil changes and etc. Every time I talk to Omega about the situation I get told they need one thing and then they need another and still they are putting it off and putting it off and here it is almost an entire year later and I still do not have my truck out of the shop and it is still not fixed.

  

  Business Response

  Date: 10/07/2024

  Good Afternoon,

   

  There are a few things to unpack regarding the statements made in this complaint. The claim has been denied due to lack of maintenance records.  Mr. Gibson has repeatedly stated that he doesn't have them, and since our contracts state "YOU must keep and make available verifiable service/purchase receipts (indicating dates, mileage, and a description of YOUR VEHICLE) which show that this maintenance has been performed within the time and mileage limits required.", the claim was denied. 

  The claim was started on 2/2/24, and the contract has since cancelled for non-payment, since no payment has been made since 4/16/24.  This claim has been been closed in our systems for quite some time, and there is no recourse for paying this claim.

  Although we can emphasize with the unfortunate situation that Mr. Gibson has found himself in, but it is not one we can cover. 

   

  Regards,

   

  Omega Auto Care 

• Initial Complaint

  Date:07/23/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Called customer service multiple times, transferred and never got anywhere. Company is trying to stall for 30 days so I can't cancel. Send a certified letter with all requests of documentation. Odometer certification and cancellation agreement which was received saturday , July 20th, 2024 by Omega. Sent email on July 23, 2014 with odometer certification and cancellation agreement 1900.00 paid with American express card.

  

  Business Response

  Date: 08/12/2024

  Good Afternoon,

  This contract was successfully cancelled by the seller on 7/24/24. I trust this was will suffice to satisfactorily close out the complaint. 

  Sincerely,

  Omega Auto Care

  Customer Answer

  Date: 08/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

  **** *******

   

• Initial Complaint

  Date:07/09/2024

  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.

  5/23/24 I started my car and it was jerking. I called roadside assistance to have it towed. They towed it to *** ***** ********* on Covington **** ** ******** *** After having my vehicle for car for six weeks, the dealership told me it was the timing change. Omega informed me on 7/2/24 that it wasnt covered. They said they wont cover it, becasue I drove the car while it was making noises. As soon as I started it and it jerked, I called to have it towed for repair. I work for ******** and I knew immediately that that was an issue and I knew not to attempt to drive it. Also, They used the mileage on the vehicle to deny the claim. They said the servcie was due at 100,000 miles, but when I purchased the vehicle and warranty, the mileage was 117, 000. It is currently at 129, 000. They wrote a warranty on a vehilce that they knew they wouldnt honor the warranty bc it was already pass the warrany time for coverage. Plus, they had me to break the vehicle down, which is costing me hundreds of dollars, when they knew they would deny the claim.

  Customer Answer

  Date: 07/09/2024

  I like add that Omega gave their decision of my denial of my claim to one of my contact numbers before contacting me of their decision. That was very distasteful to me giving my personal business information like that to a contact number. I was very insulted and embarrassed to hear. I was their customer and I was the one paying the claim. I feel they had no right.

  

  Business Response

  Date: 07/22/2024

  Good Afternoon,

   

  The thing about engine failure, is that it tends to leave a roadmap of the failure, thus showing us what happened to the vehicle. There are two very distinct types of failures that occurs on a vehicle. It is either Catastrophic, or a long term failure. What you are describing  would have been a catastrophic failure, which would result in a crack, or break, but what you actually experienced was a long term failure. Long term failures result in things like worn down, or scored parts. 

  Not only did the guide fail, and is missing, but the metal mount that is at least an 1/8" thick, has been halfway eaten away by the chain, in a spot that the chain would take quite a while to eat through. It is physically impossible that this wouldn't have made any noise. 

  Failures due to continued operation of an impaired vehicle, are not covered in most vehicle service contracts, as they can turn a $300 problem into a $3000 problem.  This claim was denied correctly, and will remain so. 

  Sincerely,

  Omega Auto Care