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:06/30/2025

  Type:Sales and Advertising 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.

  We were called about our Cars Warranty. I believed them to be true. They had all my information and such. I agreed to pay a 1 time fee of ******. 3 Days later we got another piece of mail from the company saying we still haven't paid them. We call today to be told we signed up for a MONTHLY Subscription. Told the agent to cancel the transaction and refund our money. They hung up on me. Called back to be left on hold for 30 mins. When we finally got thru they said we needed the warranty incase of an accident. Finally got them to refund the money but this is still a hassle and I don't want them doing this to other people.

  Business Response

  Date: 07/02/2025

  To Whom It May Concern:

  Thank you for bringing this matter to our attention. We’re very sorry to hear about your recent experience and the frustration it caused.

  After reviewing our records, we can confirm that your account was canceled and the refund has been processed. Additionally, we have removed your contact information from our mailing list to ensure you do not receive any further communication from us.

  We truly regret any confusion or inconvenience you experienced. Your feedback has been shared with our customer support and compliance teams.

  Customer Answer

  Date: 07/16/2025

  My complaint has been resolved by the business, I have received a refund. 

• Initial Complaint

  Date:06/17/2025

  Type:Order 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 filing this complaint due to Eleras Group LLCs failure to return all payments made for a vehicle service contract that was voided due to a mileage discrepancy.I made an initial down payment of $159 on January 3, followed by monthly payments of $159 in February and March, totaling $477. I did not receive any of the services promised under the contract.I first discovered that the contract was void when I attempted to use the coverage. I took my vehicle to a mechanic, and when the shop attempted to contact the provider to use the warranty, they were informed that the contract could not be honored due to a mileage discrepancy. I was told that the coverage was never activated and that a new contract would need to be written. I was not made aware of this issue prior to attempting to use the service.Following this, I wrote a letter to Eleras Group LLC requesting a full refund, as the contract was void from the start and I had never been eligible to receive the services I paid for. Despite this, the company has not tried to resolve the issue. I have called multiple times and have received no meaningful response.The only action the company has taken was sending me a partial refund check for $114.** on July 11, which does not reflect the full amount I paid. Since the contract was never valid and no services were rendered, I am requesting a full refund of $477.Resolution Sought: Full refund of $477 for a voided and unused vehicle service contract.

  Business Response

  Date: 06/26/2025

  To Whom It May Concern:

  We apologize for the delayed repsonse, but we are researching this on our end. We thank you for your patience. 

• Initial Complaint

  Date:05/14/2025

  Type:Billing 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 warranty was canceled but I didnt get refund.

  Business Response

  Date: 05/16/2025

  To Whom It May Concern:

  Thank you for reaching out. We're sorry to hear about your experience and would like to help resolve this for you.
  At this time, it does not appear that we have received your letter of cancellation. To process a refund, we must first receive and confirm your cancellation request as outlined in the policy terms. If you've already sent it, please resend a copy or contact our customer service team directly so we can assist you promptly.

• Initial Complaint

  Date:05/08/2025

  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 received a call from a person called ***** or chance. The conversation was a special on automobile repair motor,free towing engine problems.He said if I paid ****** I'd get 2 years free..that was 3/11/2025. Next thing I get phone calls from Walco Funding telling me they cancelled my policy because I didn't make a payment.4/11/25. So I asked for a refund. What a scam ! 24 payments never mentioned.

  Business Response

  Date: 05/16/2025

  To Whom It May Concern:

  I received a call from a person called ***** or chance. The conversation was a special on automobile repair motor,free towing engine problems.He said if I paid ****** I'd get 2 years free..that was 3/11/2025. Next thing I get phone calls from Walco Funding telling me they cancelled my policy because I didn't make a payment.4/11/25. So I asked for a refund. What a scam ! 24 payments never mentioned.

  To clarify, during the initial call, the full details of the policyincluding the 24 monthly payments and coverage termswere discussed and confirmed. Additionally, a complete copy of the policy, including the payment schedule and refund policy, was mailed to you shortly after enrollment.

  As stated in the agreement, we offer a full refund if the policy is canceled within the first 30 days.

  Please contact our customer service team directly so we can look into your account and assist you further.

• Initial Complaint

  Date:04/30/2025

  Type:Sales and Advertising 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.

  **** letter attempt offering unsolicited and unwanted offer of vehicle warranty. Using language designed to try to evoke fear into the recipient.

  Business Response

  Date: 05/06/2025

  Were sorry to hear you were upset by our mailing. Please be assured that our company is not a scam. We provide legitimate vehicle service contracts, and the information used to send our mailings is publicly available through standard automotive records.
  Our intent is never to cause alarm, but to inform vehicle owners about potential coverage options. That said, we respect your preferences and have removed your information from our mailing list to ensure you do not receive further communication from us.

  Customer Answer

  Date: 05/06/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:04/30/2025

  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.

  starting Jan 27th 2025 i paid $150 to Eleras auto motive group for a warranty to help service my vehicle . i couldn't get my vehicle serviced until 1000 miles which would of been Feb 27th 2025 . i reached out to a service company to service my vehicle and when i got there they told me "eleras ' wasn't popping up in there system as warranty companies , i than went and said forget this warranty i don't want it any more . i called to get my refund and cancel the services . i was told to send in a hand written letter . i did that . i am now in the end of April they only sent me a check for $92.38 . how is that even legit or correct when i paid $150 to begin and another payment of $180 . how do you get $92 out of $330 so i pretty much just got scammed . the manager / supervisor is yelling at me telling me i am not receiving s*** back . so i was basically scammed

  Business Response

  Date: 05/08/2025

  To Whom It May Concern:

  Thank you for bringing this matter to our attention. We appreciate the opportunity to clarify and address the concerns raised by the customer.
  On January 27, 2025, the customer purchased a vehicle service contract from Eleras Automotive Group for $150. A subsequent payment of $180 was also made. As is standard with our contracts, the coverage becomes active after ***** miles and 30 days. This waiting period, along with our refund policy, is clearly outlined in the contract paperwork provided at the time of purchase and was also explained during the initial phone call with a representative.

  Regarding the cancellation and refund request: Once a cancellation request is received in writingas required and completed by the customerwe process a pro-rated refund. Since more than 30 days had passed at the time of cancellation and no claim had been processed, a partial refund was issued in accordance with the policy terms. While we regret any frustration this has caused, the refund was issued correctly and in accordance with the terms of the agreement.

  Should the customer wish to further discuss or receive a detailed breakdown of the refund, we are happy to assist. They can give us a call at ************. Thank you.

• Initial Complaint

  Date:04/29/2025

  Type:Sales and Advertising 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 is the same car warranty company other complaints were filed for. They just changed the name. BBB is a scam enabler. Gives a B+ rating to a scamming car warranty company, and when enough complaints pile up, and the company re-brands again, BBB will be there to give a reach around.

  Business Response

  Date: 05/06/2025

  We appreciate your feedback and understand your concerns. However, we would like to clarify that our company has not changed its name or rebranded. We continue to operate under the same ownership and business identity.
  We take all complaints seriously and remain committed to providing quality service and addressing customer concerns directly. If you have an unresolved issue with our company, we encourage you to reach out to our customer service team so we can work toward a resolution.

  Customer Answer

  Date: 05/06/2025

  Complaint: 23266408
  
  I have reviewed the business' response and am rejecting it because:
  
  Scam car warranty entity propped up by BBB. Threatening officious inter meddling with mumbo-jumbo legalese-like language: "FINAL NOTICE", "Respond by", "Immediate Response", "This letter is to inform you..", "Our records indicate", "You are at risk..", "financially liable", "FINAL ATTEMPT TO NOTIFY YOU" (NB: we will get another in a few weeks), replete with fake looking check with colored pantograph and micro-printing. Certain that any persons answering phones there couldn't spell half those words, and in the missive, didn't.
  

  All designed to intimidate.
  
  ***** *******

  Customer Answer

  Date: 05/08/2025

  Do NOT want scam warranty solicitations from Eleras or any other company they control.

  Business Response

  Date: 05/16/2025

  To Whom It May Concern:

  We understand your concerns and appreciate the opportunity to address them. We want to clarify that our company has not changed names, ownership, or structurewe remain the same entity, operating transparently and in compliance with all regulatory requirements.

  Customer Answer

  Date: 05/16/2025

  Complaint: 23266408
  
  I have reviewed the business' response and am rejecting it because:
  
  There is no response. There is no response person listed. The scam company simply lies and says they did not change their name. They refuse to commit to removing our address from their databases and never contact again. It is as if the BBB forgot to tell them that the complaint filers wanted no further contact. If they refuse once again, we will serve papers with a cease and desist, and then sue.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 05/20/2025

  We understand your continued frustration and want to be clear: we are not a scam company. We operate transparently and in accordance with all applicable laws and guidelines.

  Your address has already been removed from our mailing database. We have taken steps to ensure you will not receive any further mail from us.

  To clarify, our company name has not changed, and any perception of such may be a misunderstanding. We have been consistent in our branding and operations.

  We respect your right to privacy and your request for no further contact. As such, this message serves as our final communication to you, solely to confirm that your request has been honored.

  Customer Answer

  Date: 05/20/2025

  Better Business Bureau is protecting scammers. The request was for no further contact from the scam warranty company. The scam warranty company made no such assurances. Effectively, the BBB has helped the scam warranty company continue its scams by falsely claiming the scam warranty company made a good faith effort to answer the complaint. No, the scam warranty company did not.

• Initial Complaint

  Date:04/26/2025

  Type:Order 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.

  Hello. When I leased my 2023 ******* Tucson in Feb of 2023, I received a notification in the mail from ******* Auto Group claiming that my response to them was urgent. They falsely claimed they contract with ******* to offer extended warranty auto coverage, using aggressive business tactics to then secure my business. It turns out I am fully covered through ******* for the 3 years of my lease and therefore, have been paying 134 per month since I became enrolled with Eleras Auto Group effective 12/22/23 for a service that falsely claimed I had needed based on their contracted service with *******. End of Feb this year, I paused my payments due to my suspicion. Since, I have been receiving upwards of 5 calls per day from various numbers from ******* Group regarding my "protection plan". Numerous voicemails have been left by a *** claiming to be ******** from the following numbers: ************ *************, **; ************ Elmhurst **; ************ Skokie, **; ************ Mackinaw, **; ************ **************, **; ************ ******* IL. Her voice is an automated voice recording, asking me to call ************ to discuss re-initiating payments to avoid further penalty's. I googled this number, and multiple scam alerts pop up. I am writing to ***ort these suspicious business practices used to secure payments from me. I also would like to seek a full refund of all payments made since 12/22/23. Payments have been made to ***** Payment Plans, see below for account number. Based on my calculations, please see below for the amount of money I am seeking to recover through a full refund.

  Business Response

  Date: 05/01/2025

  To Whom It May Concern:

  Thank you for bringing this matter to our attention. We want to clarify that we do go over the details of the coverage and policy thoroughly during our phone calls with customers. In addition to the call, we also immediately send a copy of the full policy via email and regular mail so that all terms can be reviewed in writing at the customer's convenience.

  According to our records, you contacted us on March 6, 2025, and during that call, you initially expressed interest in keeping only the coverage provided by your dealership. However, after discussing the details of your policy, you agreed to continue with the protection plan at that time. We understand that circumstances can change, and if you would still prefer to cancel your coverage, you are more than welcome to contact us directly. Upon cancellation, you would be eligible for a pro-rated refund.

• Initial Complaint

  Date:04/21/2025

  Type:Billing 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.

  Im writing to request a refund of monies paid to Eleras Group by my father ****** ****, Acct *********. In reviewing his bank account while he was hospitalized I looked into a recurring monthly payment and discovered the payment of $177.68 and called to get additional information. I was shocked when informed that the warranty was for a ***** Venture van because this vehicle has not been operable or driven in several years and certainly not at the time your agent persuaded/talked him into agreeing to purchase the coverage. A warranty would not have been of any use on this vehicle since any needed repairs would have been preexisting (thus not covered). Oh, by the way, my father is 92 years old with dementia and not capable of making these types of decisions; and he and other seniors should not be preyed upon or subjected to predatory calls by your smooth talking agents.I ask that you act more ethically and put people ahead of dollars. In this instance I request that you refund the money that was paid from 12/4/2023 until when I canceled the contract 01/22/25. Looking through paperwork there was also a cash down payment of $249.00. The total sale price was $4158.00 and the financed amount was $3909.00.A copy of this communication is being sent to the BBB and the ************************. I can be contacted at this email address or by phone at ************.Regards,****** **** ****** (daughter)

  Business Response

  Date: 04/28/2025

  Dear Ms. **** ******,
  Thank you for reaching out and sharing your concerns. We sincerely apologize for any confusion and distress this situation has caused you and your father. 

  First and foremost, we want to reassure you that we are committed to transparent and ethical business practices. We apologize if any of our representatives came across as overly persuasive or insensitive during the phone call with your father. Our goal is to provide valuable coverage options and clearly explain all terms and payments, and we take your feedback seriously to improve our approach.

  Regarding the specific concerns you raised:
  The Warranty Agreement: We understand that the ************* van has not been operable for some time. Based on your account details, it appears that your father did indeed agree to purchase the warranty. However, we always go over all payments and terms during the phone call, ensuring the customer fully understands the coverage. We also send a copy of the policy in the mail for review.
  Refund Eligibility: We absolutely understand the situation and want to assure you that you are entitled to a pro-rated refund for the payments made. The policy was canceled on January 22, 2025, when you called on behalf of your father. 

  Please give customer service a call back and they can help you understand the pro rated refund better. Thank you.

   

  Customer Answer

  Date: 05/02/2025

  Complaint: 23224764
  
  I have reviewed the business' response and am rejecting it because:
  The refund amount is not fair considering my dad was paying for an inoperable car from day 1. Under the attached refund terms Eleras is still profiting $981.87. If he is held responsible for anything, it should be the $249 down payment and the $50 cancellation fee. Refunding him $2,010,84 is the fair amount that should be refunded to him. 
  Otherwise I would like an audio copy of the conversation your representative had with my father. Far too many calls are being made preying on the elderly and I hope resolution can begin with your company. 
  
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/03/2025

  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 cancelled my service TODAY never got anything about cancellation yet they STILL took 145 out of my account! cancel my stuff now. I want nothing more to do with this company

  Business Response

  Date: 04/04/2025

  To Whom It May Concern:

  Thank you for bringing this to our attention. We sincerely apologize for the frustration and confusion this situation has caused. After reviewing your account, we can confirm that your cancellation was processed on April 3rd, 2025, and a refund for the $145 charge has been issued to your original method of payment.
  Please allow up to 5-7 business days for the refund to reflect in your account, depending on your banks processing time. We want to assure you that no further payments will be taken, and your account has been fully canceled.

  Thank you for your understanding.

  Customer Answer

  Date: 04/04/2025

  I signed up with them for a warranty for my car but it was too good to be true. I never got anything In the mail just an email stating I was signed up, no papers in the mail or anything. I called to cancel my service 4/3/25 because I found something cheaper they took 145 out of my account. No email saying it was cancelled or anything. I want my 145 back. I dont want to deal with this company anymore after this is settled!