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:01/30/2025

  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:01/29/2025

  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 paid 440.00 for services I have not been able to get. I have a home warranty with the company. Came home after a vacation and heard a leak. I called them and told them about it. Five days later I still have the leak. I was told to find a plumber, pay for the work and they will reimburse me. They are still looking for a plumber to come out and do the repairs.

  

  Business Response

  Date: 02/16/2025

  
  Dear Mr. *******,
  I understand your frustration regarding the delay in getting a plumber to address your leak, and I appreciate the opportunity to clarify the steps we have taken to assist you.
  You initially reported the issue to us on Thursday, 1/23, and we immediately began searching for an available in-network provider. By 1/27, we informed you that we were still working on securing an appointment, as there were no in-network providers available in your area.
  To help expedite the process, we offered you a plumber who could work with you directly for $79.00 and only required an estimate to move forward. You chose to wait for another provider. On 1/28, you called again for an update, and we offered another provider who could come out for an estimate at $49.00, but you declined and opted to wait.
  On 1/29, you reached out once more, and we reiterated the available options. At that time, you agreed to consider providers offering estimates for $49.00 or $65.00 and to proceed with sending the estimate for approval.
  We have been working diligently to find an in-network provider for you, but due to limited availability in our Service Network, we have encountered challenges. However, several local providers were available and willing to assist you directly.
  I sincerely regret the inconvenience this situation has caused. Our goal is always to provide timely service, and we appreciate your patience as we work through these circumstances. Please let us know if you need any further assistance.
  

  Best Regards,

  Omega Home & Auto Care
  

  Customer Answer

  Date: 02/18/2025

  
  
  

  [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: ********

  
  

  I am rejecting this response because:The plumber company's that I was about.  I called one of them, and they came out. Looked at what needed to be done. Told me it would cost over 17,000 dollars to be fixed. That was a  very high price, and I believe I could find help  that would not cost as much. So, I kelp looking for myself. Not wanting another company from them to charge me way to much money to do the job. I  feel that if am doing all the work on finding someone. Why am I paying Oasis.

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 02/26/2025

  Good Morning,

  
  We understand your concerns and appreciate the effort you have put into finding a service provider. Our goal has always been to assist you in resolving your issue, and we have provided options to help facilitate the repair within the terms of your home warranty coverage.
  If you are choosing to decline our recommended providers and solutions, we respect your decision. However, if you are unwilling to proceed with any of the options we have offered, we regret to inform you that we have exhausted all available avenues to assist you.

  The purpose of your home warranty is to provide coverage and access to our network of service professionals, but if our assistance is not being utilized, our ability to help is limited.
  

  Please let us know how you would like to proceed. If you change your mind and decide to accept our help, we remain available to work within the terms of your coverage.
  

  Best regards,

  Omega Home Care

  Customer Answer

  Date: 02/26/2025

  I have resolved the issue on my own. I found a company to do the work for far less than the company they were recommending to do the work. They did little to nothing in helping me resolve my issue. Which is why I would like a total refund of the payments I have made to them. Thank for your help. 

• 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

• Initial Complaint

  Date:01/10/2025

  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.

  I initiated a claim for a auto repair.The claim was denied because Omega explained there was a "technical service bulletin" relating to the parts involved.The technical service bulletin is a "Diagnostic tip" and does not relate to a faulty part from the manufacturer. There is no recall, and according to **, there is no faulty parts. The bulletin is posted to assist those in fixing the diagnostic codes my car was experiencing. The bulletin exists for all cars from ** from 2002 to 2025 with v6-v8 engines, and includes those still in production. Omega used this loop hole to deny my claim, knowing that the bulletin does not represent a known faulty product/part/issue, but a diagnostic tip for mechanics when the error code is displayed.

  

  Business Response

  Date: 01/22/2025

  Good Evening,

   

  I can understand that TSBs can be a little tricky to navigate, but I am more than happy to provide some clarification. As I am sure you can imagine, we would not still be in business if we incorrectly denied claims, or found unsubstantiated reasons to do so.
  
  As you already know, our contract states:
  
  THIS AGREEMENT DOES NOT PROVIDE COVERAGE:.FOR REPAIR COSTS OR EXPENSES IF THE VEHICLE IS STILL IN THE MANUFACTURERS BASIC WARRANTY PERIOD OR COVERED BY A RECALL OR SPECIAL POLICY BY THE MANUFACTURER OR REPAIRS FOR UPDATES OR TECHNICAL SERVICE BULLETINS;
  
  Which means that we do not cover any repair that is recognized in a TSB, regardless of reason, which includes diagnostic tips, as these are needed due to known defective parts. In this case the known defective part, is the V6/V8 pushrod engine.  The reason TSBs exist,is because the manufacturer is aware of a known issue,and/or defective part.
  
  You stated that There is one for every diagnostic code the car can produce to explain what the code means, and how to fix it,which is exactly what a TSB does, and the codes listed arent all the codes a car can produce. The codes listed are codes that specifically relate to misfires, which is what your vehicle is experiencing. Your vehicle put out two of the codes listed in the TSB.
  
  This TSB also doesnt includes cars mfg from 2002 to 2025 , and includes every GM car and truck, every VIN number with an engine. It specifically only includes the ones with the V6/V8 Pushrod engine,since that is the known defective part.
  
  Although I can empathize with the situation you have found yourself in, I am afraid we cannot cover repairs that go against the terms of our contract, the same way we cant deny claims that should have been covered. Our contract does not cover **** for any reason, and our contracts are approved by every state that they are sold in, including ***
  
  I can see how this whole thing may be confusing,but the exclusion of TSBs is a common practice. If you have a moment, look at some sample contracts of other *************** Contract Administrators, and you will surely find that ***************** Bulletins are listed as an exclusion.I trust that this will suffice in closing out this complaint, but please do not hesitate to reach out to me directly if you have any additional questions.

   

  Regards,

   

  Omega Auto Care

  Customer Answer

  Date: 01/27/2025

  [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: 22792239

  I am rejecting this response because: There is no recall or defective parts. The parts that are not working, are still being produced and installed in  all GM cars, including 2025 Escalades, and Suburbans. If this was a known defect, they would not still be producing this engine, and putting it in their ******* cars. The *** is a loop hole to not cover anything that eventually breaks. This is a scam warranty, and other buyers should he aware. 

  Regards,

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

  

  Business Response

  Date: 01/29/2025

  Mr. *********,

  I can understand that TSBs can be a little tricky to navigate, but I am more than happy to provide some clarification. As I am sure you can imagine, we would not still be in business if we incorrectly denied claims, or found unsubstantiated reasons to do so.
  
  As you already know, our contract states:
  
  THIS AGREEMENT DOES NOT PROVIDE COVERAGE:.FOR REPAIR COSTS OR EXPENSES IF THE VEHICLE IS STILL IN THE MANUFACTURERS BASIC WARRANTY PERIOD OR COVERED BY A RECALL OR SPECIAL POLICY BY THE MANUFACTURER OR REPAIRS FOR UPDATES OR TECHNICAL SERVICE BULLETINS;
  
  Which means that we do not cover any repair that is recognized in a TSB, regardless of reason, which includes diagnostic tips, as these are needed due to known defective parts. In this case the known defective part, is the V6/V8 pushrod engine.  The reason TSBs exist,is because the manufacturer is aware of a known issue,and/or defective part.
  
  You stated that There is one for every diagnostic code the car can produce to explain what the code means, and how to fix it,which is exactly what a TSB does, and the codes listed arent all the codes a car can produce. The codes listed are codes that specifically relate to misfires, which is what your vehicle is experiencing. Your vehicle put out two of the codes listed in the TSB.
  
  This TSB also doesnt includes cars mfg from 2002 to 2025 , and includes every GM car and truck, every VIN number with an engine. It specifically only includes the ones with the V6/V8 Pushrod engine,since that is the known defective part.
  
  Although I can empathize with the situation you have found yourself in, I am afraid we cannot cover repairs that go against the terms of our contract, the same way we cant deny claims that should have been covered. Our contract does not cover **** for any reason, and our contracts are approved by every state that they are sold in, including ***
  
  I can see how this whole thing may be confusing,but the exclusion of TSBs is a common practice. If you have a moment, look at some sample contracts of other *************** Contract Administrators, and you will surely find that ***************** Bulletins are listed as an exclusion.I trust that this will suffice in closing out this complaint, but please do not hesitate to reach out to me directly if you have any additional questions.

  Customer Answer

  Date: 02/04/2025

  I do not accept their answer.

  There are over 1000 "TSB" for my car. They can deny any claim, as there is a TSB on every part of the car. 

  

  Business Response

  Date: 02/16/2025

  Mr. *********,

  
  I understand that navigating claims, contract terms, and **** can be frustrating, and I appreciate your concerns. However, I want to assure you that we are not broadly denying coverage based on ****, nor are there an overwhelming number that apply to your specific vehicle.

  
  That said, *************** Contracts explicitly exclude coverage for TSB-related repairs. After a thorough review, we have confirmed that your claim was denied correctly in accordance with the terms of your contract. Unfortunately, this decision is final, as the repair does not fall under the scope of covered services. I appreciate your understanding.

  Best wishes,

  Omega Auto Care

  Customer Answer

  Date: 02/18/2025

   

   Complaint: 22792239

  I am rejecting this response because:

  There over 1000 TSB relating to my car, which covers almost every single component. They can deny any claim they want. The policy is a scam, and it called "exclusionary," meaning it covers everything except what is excluded.

  Saying they do not cover anything mentioned in a TSB, excludes everything. They should list what is not covered, and not hide behind a TSB loop hole.

  They denied my claim because of a "diagnostic bulletin," not a known defective part. There was no recall. 

   

  Regards,

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

• 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,

  
  

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