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:05/02/2023

  Type:Customer Service 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.

  see Attached document
  ***** **** ** *** *** **** * *** *** ********* ********
  *****************************************************

  

  Business Response

  Date: 05/16/2023

  Good Evening,

  The cancel request has been forwarded to the seller of the policy, since we do not sell, cancel, or refund.

  Best wishes, 

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

• Initial Complaint

  Date:04/05/2023

  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.

  $2100 or more was paid to this company. They "provided" coverage for vehicle. The car was taken to a certified dealership. The problem was obvious but Omega insisted on having their inspector come out and document with pictures. Then they insisted on having the front end removed which I had to pay for out of pocket. Then the inspector returned to take more pictures. Even he said that he had never been out twice when damage was obvious. Now Omega Car Care will only claim to cover the timing chain and NOT the engine. My wife has been without a way to commute for 7 MONTHS! She has missed doctor's appointments and family functions as I was working to pay for a protection plan that will not cover what they stated that they would! These people are scam artists operating on a nation wide scale and should be brought to own up to their word!

  

  Business Response

  Date: 04/13/2023

  Mr. ****,

   

  There is lots to unpack here, and I am sorry that you feel we wronged you in any way. I can assure you that not only is that not the case, but rather, quite the opposite.  I know that a failure may seem obvious, but if we don't know WHY the failure occurred, there's a possibility that we might miss something, and that the issue will reoccur.  Finding out the exact cause of failure is for your protection, and benefit.

  Your claim was called in on 12/8/22, and we couldn't move on to sending out an inspector without getting the documentation from your and the repair facility (freeze frame data, and maintenance record), which we didn't get until 1/23/23. Since we were unable to determine the cause of failure with the engine still completely assembled, we ordered a teardown.  We called the shop to order a teardown on 2/1, but had to leave a voicemail, and were finally able to speak to them to get it ordered on 2/15. They were to call us and let us know when it was done, and we didn't hear back until 3/20.

  Once we sent an inspector back out, he found that the level of damage that took place, was done due to continued operation of the vehicle.  "The inspector verified the valve cover is worn through from contact with the timing chain. The upper chain guide was missing, and there was fine metal debris circulated throughout the engine. The camshaft actuator screens were full of fine metal, because failure of the upper guide causing subsequent damage". Meaning, that the failure was made worse because of continued operation, and the noise would have be quite noticeable.  The contracts states that "THIS AGREEMENT DOES NOT PROVIDE COVERAGE: ... EXPENSES RESULTING FROM THE CONTINUED OPERATION OF AN IMPAIRED VEHICLE". The vehicle would have only needed a timing chain, had it not continued to be operated after failure.

   

  Lastly, it would appear, from your own admission, that this was a pre-existing issue, and probably shouldn't have been covered at all. You stated your wife had been without her car for 7 months, which EXACTLY how long ago you purchased this policy (9/13/22).  According to the service history that you provided us, you average roughly 800-900 miles per month, but you set this policy up with incorrect mileage (lower than your real mileage), and then only drove 333 miles per month since last May. As if that wasn't enough, the vehicle was towed to the shop with a dead battery, indicating it had been sitting for a while.  

   

  I am sure we can both agree that we did what we were contractually obligated to do, and in no way a scam.  We are more than happy to pay any claim that we should rightfully pay, abut this was not one of those times. It is unfortunate that we had to bring this to the BBB, but we stand by our decision, and our product.  

  If you have any additional questions, please don't hesitate to reach out to us at ************. 

   

  Regards,

   

  ***** **** **** 

• Initial Complaint

  Date:03/21/2023

  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.

  see Attached document
  ***** **** ** *** *** **** * *** *** ********* ********
  *****************************************************

  

  Business Response

  Date: 03/29/2023

  Good morning,
  
  We would like to start off by apologizing to *** * **** **** for any delay in the replacement of their water heater.  We always process claims as expeditiously as circumstances allows, and work very hard to assure that communication is both clear and frequent.  I would like to start by providing a timeline of the events that were discussed in the complaint.

  
  10/31/22 : Customer calling to file claim on water heater, on a Monday, stating it failed the previous Friday
  11/3/22: We spoke to ******* **** regarding claim, and advised that service had yet to be accepted by a service provider. 
  11/10/22: We called ******* **** and left a voicemail that advised that  service still hadn't been accepted by a service provider, and gave instructions for reimbursement
  11/17/22: **** **** called in stating that she had been staying with a neighbor for $50/day and that she expected us to pay for it, since she "could have" stayed at a hotel. We advised her that lodging reimbursement was NOT a benefit available on a home warranty
  1/5/23: Filed maximum allowance of $500 for reimbursement for the water heater replacement.
  1/31/23: Reimbursement check was mailed
  2/14/23: we received an email from the seller stating that **** **** had inquired about the check, stating she hadn’t received it
  2/15/23: We reissued, and mailed, a new check
  

  According to **** **** own account, and receipt, the hot water heater was replaced, and paid for on 11/7. Which means they were without one for 7 days after initial contact with us, and not a month, as **** **** states in the complaint.

  
  We generally file reimbursements within 48 hours of receipt, but we didn’t receive the invoice until 1/2/23 via email, and the hard copy arrived 1/3/23. As you can see by the attached letter, there was no complaint, and **** **** was well aware of the $500 maximum.

  
  We never advised ******* **** of any lodging reimbursement, as this is not a benefit available on a home warranty. However, if I were to guess, I would say that **** **** may have spoken to her home owners insurance company at some point, since this is a very common benefit with homeowners insurance.

  
  Per the contract “APPLIANCES AND OTHER SYSTEMS: We will cover up to $500 per appliance or system per 12 month period listed below. The $500 limit includes any costs for access, diagnosis, repair or replacement, and installation; Water Heater: (Gas or Electric)…”, and “EXCLUSIONS: We are NOT responsible for:…” Consequential, secondary, indirect, or direct damages, injury or illness including, but not limited to, loss of income, utility bills, additional living expenses, personal or property damage caused by delays, non-availability of parts, failure to service, labor difficulties and other conditions beyond Our control”. As you can see, we are not liable for any lodging, or punitive damages, as requested in the complaint, and I have attached a copy of the contract with the pertinent portions highlighted.

  
  **** **** filed a claim on her oven on 3/22/23, so although she requested cancellation in this complaint, I can only assume that she wishes to keep the coverage, and for us to continue with this claim. Although I am confident this will suffice in closing out this complaint, we are always available to answer any questions as needed. Please call ************ for further assistance.
  
  Regards,
  
  
  Omega Home Care

  
  

• Initial Complaint

  Date:03/16/2023

  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 had a warranty company called Home Warranty Division and they were pressuring me to renew a home warranty. I asked them who are they affiliated with and they said Omega Home Care. I said I am not going to make a decision on renewing a warranty without speaking to my spouse and they claimed they were giving me a great deal and I can discuss it with my spouse but I cannot call back because the offer stands for the moment I was currently on the call. They wanted me to pay $50 for the warranty while I discuss it with my spouse and if I didn’t agree that the $50 will be refundable. Is this company a scam or was I just missing out on a good deal?

  

  Business Response

  Date: 03/16/2023

  Good Morning,

   

  I'm afraid we cannot verify based on the limited information your provided, since the "Home Warranty DIVISION" is probably just the division of their company that handles Home Warranties. We would need their actual name in order to verify.  We do not share systems with sellers, or provide leads, so I cannot search anything with your name of phone number either.

   

  Having said that, the BBB is not a place you come to ask question, and filing a COMPLAINT leaves a permanent stain on a company's reputation.  You landed on our page before you filed the complaint, where it lists our customer service phone number. Please keep that in mind for the next business you have a question about, and give them a call instead.   Thank you for your understanding and have a wonderful day. 

   

  -***** **** * **** **** 

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

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

• Initial Complaint

  Date:03/15/2023

  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 claim was filed in September of 2022. My truck was towed to an authorized Ford repair shop, Purchase **** ** ********* ** because the previous repair shop was unable to start the work. The Omega representative told ******* ( purchase maintenance manager) to find out what failed in my truck. I submitted my maintenance records to purchase ford so they could send off the info for my claim. After mechanics found out the issue they informed me and warranty company of what happened. ******* and I continued to call Omega to get instructions on what our next steps were to get the repairs completed. I have been completely without my vehicle during this whole time. We have been transferred to this person and that person and we have both left message at Omega without any responses or calls from them. We found out in January they were canceling my claim due to inactivity and not having the proper maintenance records, which was untrue - they were making excuses but I got them again and sent them. I on 2-16-23 I was told they finally received my records. ******* and I continue to this day (March 2023) without a response back. Today 3-14-23 I called Omega AGAIN and talked to a lady and she says my claim is finally under review again. She transfers me to the proper people to talk to and no answer so I leave a message. I have been without my vehicle since September AFTER they told the mechanics to get into it and find out what the issue is. It is completely torn down and in the way at the mechanic shop and no one will call either myself or Purchase Ford back. Can someone please help me get this resolved??

  

  Business Response

  Date: 03/15/2023

  *** ******

   

  I am sorry this has turned into such a drawn out process for you.  Although it has been a longer than normal process, we have been in constant contact with your repair facility.  We were more than happy to complete your claim, but the records you provided were not verifiable, and one of them was falsified. You submitted 2 invoices, from two different repair facilities, both claiming to have performed an oil change on your vehicle, at the EXACT same mileage. This is clearly impossible.  

  Per the contract:

   

  "THIS AGREEMENT DOES NOT PROVIDE COVERAGE: A BREAKDOWN IF THE INFORMATION PROVIDED BY YOU, OR THE REPAIR FACILITY
  CANNOT BE VERIFIED AS ACCURATE OR IS FOUND TO BE DECEPTIVELY INACCURATE"

   

  "WE may cancel this AGREEMENT based on one or more of the following reasons: (A) nonpayment of the AGREEMENT Purchase Price; (B) a material misrepresentation made by YOU; or (C) a substantial breach of duties by YOU under the AGREEMENT relating to the VEHICLE or its use."

   

   

  Not properly caring for your vehicle is considered abuse, and not doing proper oil changes constitutes as that. If you have any additional questions, please reach out to 877-850-0443 and choose option 2

• Initial Complaint

  Date:03/06/2023

  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.

  see Attached document

  

  Business Response

  Date: 03/21/2023

  Good Afternoon,

   

  It is always unfortunate when one of our customers are unhappy with their coverage, but at the same time, we are tied to the terms of the contract.  As you know, the contract states that "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. WE will not reimburse for repair costs or expenses if YOU cannot provide accurate records", and none of the records you provided included mileage.

  Failing to complete proper maintenance is considered abuse of your vehicle, and is excluded by all vehicle service contracts, regardless of provider. 

  In addition to this, it also states "THIS AGREEMENT DOES NOT PROVIDE COVERAGE:.... FOR REPAIR COSTS OR EXPENSES IF YOU CANNOT PROVIDE TO THE ADMINISTRATOR ACCURATE RECORDS PROVING THAT YOU HAVE MAINTAINED THE VEHICLE IN ACCORDANCE WITH THE MANUFACTURER’S SPECIFICATIONS AND INSTRUCTIONS" or  "FOR REPAIR COSTS OR EXPENSES REPORTED OR MADE AFTER THE EXPIRATION OF THE TERM OF THIS AGREEMENT OR NOT AUTHORIZED BY THE ADMINISTRATOR", and since your contract is cancelled, there is no recourse to reopen the claim.

   

  I have attached a copy of the contract, and highlighted all pertinent portions. I hope this clarifies things a bit, but if you have additional questions, please do not hesitate to give us a call at ************, and choose *** * for customer service.

   

  Regards,

   

  Omega Auto Care

• Initial Complaint

  Date:02/28/2023

  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.

  see Attached document

  

  Business Response

  Date: 03/06/2023

  Good Evening,

   

  Although I can understand the frustration that *** ********* is experiencing, I can assure you that we have most certainly never denied anyone's claim due to their race or financial standing, nor has anyone ever said such a thing.  Additionally, *** ********* berated, and cursed at one of our representatives so badly that she had to advise him she would need to disconnect the call.

  We have spoken to the customer on more than 14 occasions, and the repair facility at least 5 times, on top of leaving NUMEROUS messages explaining that we needed an estimate for the repair.  We did not receive the requested paperwork from the first repair facility, and did everything in our power to assist *** * ***. *********.

  The contract was cancelled due to non-payment for the second time on 11/17/22, and as a courtesy (as it is not a contractual obligation), we reinstated the contract, but explained that the claim would not be covered.  As with any insurance product, the contract has to remain active in order to receive payment. The contract was cancelled yet again on 1/11/23, and it has remained cancelled. 

   

  As you can see, the claim was denied correctly due to the cancellation of the contract, as *** * ***. ********* are no longer customers of Omega Auto Care.

   

  Regards,

   

  Omega Auto Care

• Initial Complaint

  Date:02/15/2023

  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.

  This company has violated the ********* ***** ******** and ******** ********** ***, specifically by practicing misleading business practices. On January 11, 2023 I received a call asking if I'd like to purchase a home warranty. After much discussion and determining that I was eligible for multiple discounts based on my military status etc. I was sold a home warranty. On January 11, 2023 I received an e-mail stating "just some of the items covered under your plan" and listed the following: A/C, heating system, thermostats, electrical, plumbing, water heaters, garage disposal, central vacuums, refrigerator, washing machine, dryer, range/oven, cooktop, dishwasher, built-in microwave, trash compactor, and garage door opener. It also stated this policy renewed monthly, for unlimited months, and a $75 service fee. On February 11, 2023 I sent an e-mail to the claims department stating I had a plumbing leak and would like to activate my warranty. On February 12, 2023 they sent a return e-mail stating plumbing was not covered under my policy. They explained the e-mail sent on January 11, 2023 was in error and my policy only covered the things that were listed in the book I was sent via USPS. It excluded plumbing, heating system, thermostats, and garage door opener. At that time, they tried to tell me I could add these services on for an additional fee, however, the policy wouldn't be enacted for 30 days, so they couldn't help with my current plumbing leak. I told them the only way I would like to move forward is to have the repair addressed or a refund since the policy they sent me in the mail was not the policy agreed to via e-mail. After about 45 minutes of getting no where, I simply asked to cancel my current policy. At which point I was asked to hold. After about 30 minutes of being on hold I called back and was told my policy has already been canceled.

  

  Business Response

  Date: 03/07/2023

  Good Evening,

   

  We spoke to the seller regarding the confirmation email, and it was in fact a mistake made on the email, but not the policy itself.  The issue is being handled, and we are very sorry for any issues it may have caused.  Despite the policy being a month-to-month, we have cancelled and refunded in full, and we hope this will suffice in reaching a satisfactory resolution to this complaint.

   

  Regards,

   

  Omega Home & Auto Care

  Customer Answer

  Date: 03/10/2023

  [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 was refunded the monthly amount of $136.99, however, I did not receive my $100 down payment back from this company, so it has not been refunded in full.

  Regards,

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

• Initial Complaint

  Date:02/07/2023

  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 had signed up for home warranty secured by ALKAN MORTGAGE CORP and they set me up with wit a deposit for $100 on a month to month bases and told me that I had to call in on every 3rd to make a payment. I advise them to not put my card on file for any auto pay in which they did it aganist my will, I called the company to cancel the Home warranty today Feb 3 2023.. Unknown to me my card was place on file and a auto payment was drafted this morning at 9am, I called to cancel my servicd at 11 am EST. This company is a fraud and decitful company. I will be filing a law suit if I do I am not refunded back my money for $136.99 and the $100 thar this decitful company took from my bank account without my knowledge.

  

  Business Response

  Date: 02/07/2023

  Good afternoon,

   

  We do not have any affiliation with ALKAN MORTGAGE CORP, and we do not have anyone in our system matching the name, address, or phone number provided. Please provide a contract number, or name of the company you purchased from, so that we can further assist you.

   

  Regards,

   

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

• Initial Complaint

  Date:01/27/2023

  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.

  My father was scammed into purchasing an unnecessary warranty for $4,050.

  

  Business Response

  Date: 02/10/2023

  Good Afternoon,

   

  We have reached out to the seller listed in the policy that was provided. We do not have any records that match, which means it was never transmitted to us, and most like cancelled early on.  

   

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