Report: #1239999

Complaint Review: Ripoff Report | Omega Auto Care TRUSTED Business | Ripoff Report Verified™ …businesses you can trust. Omega Auto Care pays the bill when your vehicle’s covered parts and systems break down. Omega Auto Care’s Vehicle Service Contract pays for the repair bills outlined in the coverage level you select. OmegaAutoCare offers insurance when your car is damaged due to mechanical failure. It’s Protection and Financial Security for you! For 28 years the owners of Omega Auto Care providing superior coverage.

  • Submitted: Mon, July 06, 2015
  • Updated: Wed, September 20, 2017
  • Reported By: AZSteve — Phoenix Arizona USA
  • Omega Auto Care TRUSTED Business | Ripoff Report Verified™ …businesses you can trust. Omega Auto Care pays the bill when your vehicle’s covered parts and systems break down. Omega Auto Care’s Vehicle Service Contract pays for the repair bills outlined in the coverage level you select. OmegaAutoCare offers insurance when your car is damaged due to mechanical failure. It’s Protection and Financial Security for you! For 28 years the owners of Omega Auto Care providing superior coverage.
    3895 Mid Rivers Mall Drive
    St. Peters, Missouri
    USA

Omega Auto Care Verified TRUSTED Business REVIEW: For 28 years the owners of Omega Auto Care have been providing superior coverage to consumers ensuring that at the time they need it most, when their vehicle breaks down, they are covered!
*UPDATE: Omega Auto Care pledges commitment to Ripoff Report Corporate Advocacy, Business Remediation & Customer Satisfaction Program. A program that benefits consumers, ensuring complete satisfaction, confidence when doing business with a member business. Omega Auto Care recognized by Ripoff Report Verified™ as a safe business service.

Show customers why they should trust your business over your competitors...

Ripoff Report Verified™ REVIEW

EDitor's UPDATE: Positive rating and recognition has been given to Omega Auto Care for its full commitment to quality customer service.

Ripoff Report's discussions with Omega Auto Care have uncovered an ongoing dedication by the company to total client satisfaction. This means that clients can expect that the company will work towards finding a mutually satisfactory resolution to any concerns. Omega Auto Care listens carefully to client concerns and sees them as an opportunity to learn from past mistakes and become more efficient as a company in the services offered and the support for those services.

Omega Auto Care is Ripoff Report Verified
Ripoff Report Verified™ . [continued below]....
...... part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..



The information provided in this report below is based on comments made by Jeremy Lemken during an onsite inspection held by a third-party verification company with no biases towards Omega Auto Care.

Ensurity Group Ventures or EGV Companies is an umbrella company for Omega Auto Care & Mechanics Choice. Jeremy Lemken expressed that it's one company that promotes two different products. These products essential act as insurance policies for their customers. He further explained the difference between the companies, "Omega Auto Care was developed to cover a certain class of vehicles, and Mechanics Choice was developed to cover a separate class of vehicles. This allows us to be competitive on most vehicles across the board." These products act as service contracts for mechanical breakdowns for consumers who no longer have coverage on their vehicles. They provide different levels of coverage to satisfy the needs of a plethora of customers.

Leads for Ensurity Group Ventures are primarily obtained through 35 direct to consumer marketing companies that are independently owned. These companies utilize telemarketing, mail advertising, and online advertising to gain customers. Mr. Lemken explained the sales process after a coverage plan is purchased, "when you purchase the coverage, the coverage is explained to you and you are given a service contract in the mail. We have a 30-day money back guarantee of time to review the coverage and decide whether or not you want to keep the coverage. There is a 30-day 1000 mile waiting period before filing a claim. You have an ID card that you take to the mechanic. The customer is out of the mix at this point. The service department will reach out to our claims adjusters. We have claim advocates in our customer service department that will reach out to the consumer to let them know the claim is filed." Mr. Lemken further stated, "once they pick up the vehicle there is a $100 deductible regardless of how many things are fixed. Our cut off for the age of the vehicle is 15 years and 250,000 miles. For vehicles over 200,000 miles, it’s a very basic: engine, and transmission only. This means just the engine block and transmission. We address this up front. Our coverage never changes, so if you purchase a policy on a 15-year-old vehicle for 5 years, the coverage stays the same for the duration."



CUSTOMER CARE & COMPLAINT RESOLUTION – OMEGA AUTO CARE

During the on-site interview, Mr. Lemken was asked to describe a situation where a client was not satisfied with the level of service they received. Mr. Lemken expressed that their most common complaint arises when a customer doesn't fully understand the terms of their coverage. Mr. Lemken, who deals with all complaints personally, described the following scenario, "we had a lady that has a BMW and we have paid out nearly $4,000 in claims since she bought the policy in February. She filed a claim on the serpentine belt. Rubber items are not covered in the exclusionary coverages or brand-new cars when you drive them off the lot. She filed a complaint through consumeraffairs.com and gave us a one-star review. She canceled the policy and had only paid in $800. She bought a $3,200 policy that she was refunded on and canceled. We had paid out $4000 in claims. I spoke with her and apologized that she didn’t understand the coverage. I ended up reimbursing her another $800." Due to their extensive customer service policies, Ensurity Group Ventures has a 97% approval rating on covered components and 99.8% customer satisfaction rating.

When asked to comment on complaints posted on Ripoff Report's website Mr. Lemken responded to the active reports stating the following, "the first complaint isn’t even someone that bought a policy. I responded and asked this person to contact us and provide additional info about the complaint. He proceeded to explain the next complaint, "this person was over 30 days and was asked to mail in paperwork showing what the mileage of the vehicle was. This customer yelled at the customer service rep, and a supervisor. The customer was canceled for non-payment. I will refund this customer every dime they put into it, all $150. The customer kept hanging up on us when we tried to resolve it." Ensurity Group Ventures is dedicated to providing the highest level of customer service. This is reflected in their many accreditations, "we have an A+ rating with the BBB. We have 80+ positive reviews to 18 negative reviews. On ConsumerAffairs.com we have a 4.3 rating out of 5 and are considered one of the top 5 auto warranty companies in the country. We don’t pay to be higher. That’s organically, not by paying for it."

When asked what type of changes they have made to honor their commitment to making things right with the consumer per the request of Ripoff Report, Mr. Lemken stated, "before we would only audit the sales call. Now we audit how the call was generated. If it’s a telemarketing company, they have a frontier that is making numerous calls to find someone interested in hearing about the coverage. We didn’t listen to the front of the call and we were getting some feedback that was kind of disturbing. Now we audit the call from front to back. We included things that have to be disclosed to the customer before the end of the call. Includes the fact that there is a 30-day waiting period, limits to liability if there are any on the policy, what we will pay out, and the 30-day money back guarantees." Additionally, they have implemented the addition of terminology to their agreements that the marketing partners must sign in order to promote their products. This ensures that all internal staff is on the same page with the education of their products.

Ensurity Group Ventures is proud to be a part of Ripoff Reports Corporate Advocacy Business Remediation and Customer Satisfaction Program, "Honestly, I am extremely excited about it. Ripoff Report is a great model or tool for companies that want to get better and not hide from their complaint. I am excited to create a new platform for customers to voice their opinion right or wrong and it gives us the opportunity to grow and learn and make things right in cases where we weren’t perfect. We do like the idea to give customers the opportunity to tell us how to get better. I am excited to partner with Ripoff Report not only for us but for our consumers."



OMEGA AUTO CARE – STATEMENT FROM ONE OF THE OWNERS AND THE VP OF OPERATIONS

" My name is Brian Fox and I'm one of the owners at Omega Auto Care. Thanks for taking the time to review our company. During the development of Omega Auto Care our #1 goal was to create a superior vehicle service contract that consumers can trust and rely on when their vehicle breaks down. I believe this starts with not only developing a great product, but by hiring the right people to service that product as well. We've created a family oriented environment at Omega Auto Care, where our employees are happy to work, and I believe this trickles down to our customers."

My name is Jeremy Lemken and I'm the VP of Operations for Omega Auto Care. I've worked in every facet of the vehicle service contract industry for over 12 years. During the development and growth of Omega Auto Care, our team has applied knowledge, expertise, opinions, and experience, good or bad, to help create the most reliable vehicle service product available to consumers. On behalf of management and staff, thank you for taking the time to review Omega Auto Care!



STATED IMPROVEMENTS FROM OMEGA AUTO CARE

Omega Auto Care recognizes that complaints posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Ripoff Report's review, Omega Auto Care has made organizational changes allowing its clients and employees a more streamlined approach to problem resolution and a commitment to a great client experience.

In summary, after our review, which included discussions with Brian Fox and Jeremy Lemken, Ripoff Report is convinced that Omega Auto Care is committed to quality delivery of services resulting in total client satisfaction.



How does a business get Ripoff Report Verified™

The member business allows Ripoff report to email everyone from the past. Those who respond to Ripoff report with a valid complaint must be take care of. They have made a commitment that if anyone contacts Ripoff Report in the future, they will make things right within 14 days. The member business must err on the side of their customers. Otherwise the member business is off the program.

Ripoff Report has determined that Omega Auto Care meets Ripoff Report Verified™ standards which include a commitment to make a good faith effort to resolve any consumer complaints. Members of the Corporate Advocacy Business Remediation and Customer Satisfaction program do pay a fee for our on-site review, 24-hour monitoring and for support with customers to resolve any disagreements.

Ripoff Report sends a 3rd party service to do an onsite inspection of the new member business. The on-site inspection / review does not mean that the products or services offered by the business have been evaluated or endorsed by Ripoff Report, and has not made a determination as to the business' product quality or competency in performing services. We can verify, that Ripoff Report went to the business, verified their business or “work from home business”, there for, if a customer in the future does not get treated correctly, Ripoff Report can get the problem resolved. If not, and the customers is right, the member business will be taken off the Corporate Advocacy Program. Remember, Ripoff Report emailed every customer from the past that filed a complaint to make sure the member business made things right with customers from the past. Again, to err on the side of their customer, those from the past and those in the future.

Read more about why consumers should feel confident when doing business with a member of Ripoff Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike.

Read about Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, a program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. This program works.

As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer.

NOW TO THE ORIGINAL REPORT THAT WAS FILED

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Vehicle Solutions or Omega Auto care St. Peters Missouri

ABOUT THE RIPOFF REPORT BELOW:

Ripoff Report would like to let readers know that Ripoff Report emailed this customer so the member business could make things right with them. When a business joins the Corporate Advocacy Program, Ripoff Report emails everyone from the past so the member business can make things right with them. Of course, everything within reason. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer.
The author of the Ripoff Report below never responded to our offer to help them. 

STATEMENT FROM OMEGA AUTO CARE:

Omega Auto Care takes all reports written or ROR.com very serious and is committed to resolving any concerns you have regarding our business. Please reach out to admin@omegaautocare.com with the best contact information and someone will reach out to you directly to discuss your concerns. 

NOW TO THE ORIGINAL REPORT THAT WAS FILED

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Our GMC Acadia's transmission failed so we had it towed to Coulter Motor Company, an authorized GMC dealer. The warrantee company insisted on a breakdown to determine point of failure so the dealer broke it down and found internally lubricated transmission part failure. At this point they refused to back the warrantee for the enhanced dr5ivetrain protection they talked me into buying a few months ago. They hung up the phone on me and on the dealer after they asked to speak with a supervisor. Where do we go from here except this site, BBB and the AZ Atty. general's office which I am in the process of filing right now. This company uses hard sell techniques and when you finally relent they screw you the first time you have a claim submission. Can you spell SCAM?

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REBUTTALS & REPLIES:
1Author
1Consumer
0Employee/Owner

#1 Author of original report

Resolved per GM

AUTHOR: - ()

After a bit of proding and searching I was able to determine what GM was responsible for and now see why my maintenance contract wouldn't cover the work. The transmission problem was a problem which, after 4 years of complaints, GM stood up and did what was necessary to stop the bad PR. Had I been made privy to this info up front it would have saved me a lot of research time and complaining.

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#2 UPDATE Employee ..inside information

Re: Your experience

AUTHOR: Omega Customer Service Manager - (USA)

Hello, I am very sorry to hear about this complaint. Omega takes customer service/ customer satisfaction very serious and I would like to discuss this complaint with you in detail. Please contact admin@omegaautocare.com at your convenience with your contact information including your contract # so I can personally reach out to you and discuss your concerns.

 

 

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