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:04/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 15th, I received a letter in the mail that talked about immediate response with the top corner saying ***** with my cars Vin make and model. Sort of implying its from my dealership. I called on April 18th and was told I needed to pay 225 to activate and I asked multiple times what else I had to pay and the man on the phone said it was just the 225 activation fee plus 100 deductible if I ever filed a claim. I trusted it was something with my dealer until I got charged and it said the company name of Eleras Automotive Group. I received an email saying I paid my first 225 of 18 which wasnt mentioned in the call. On the phone the man said I had 30 days to cancel. I called back today April 23rd and asked to cancel upon hearing my name I was immediately transferred to the Spanish speaking department after speaking perfect English. Asked the lady I was transferred to to cancel and she rudely told me to call back in 15 to 20 days to try to cancel again. When I questioned the policy she stated well you shouldnt have given us your information then I said is that what youre going with and she said no I asked to speak to her boss. The supervisor was named ***** and upon recounting events and telling him it felt gross to be transferred to ****************** just because my name is Hispanic he blew up saying theyre professional and are trained they most definitely arent racist. I asked to move one from the matter and requested my refund as stated from initial call. He said I needed to wait 30 days before I could cancel which contradicts initial call. When pressing matter he said his initial employee did in fact tell me everything and I was not mislead when asked to listen to call recording he said I could have my lawyer request it. To end the call he said either dispute it, wait and try again or keep it. Upon researching they mislead and scam individuals out of their money. Please contact me to help resolve my case. Thank you.

  Business Response

  Date: 04/30/2024

  To Whom This May ****************** calls are recorded for quality assurance. Please rest assured that we are looking into this matter. At Eleras Group, we strive to provide excellent customer service and ensure that our customers feel comfortable and informed throughout the process. We take your concerns seriously and will investigate this matter further to address any issues with our representatives behavior.

   

  Thank you for bringing this to our attention.

   

  Eleras Group

  Customer Answer

  Date: 05/19/2024

  I received a refund right after seeing the response from the company. However, today 05/19/24 a different auto and home company, whom *** never spoken to or been reached out by, named Walco Funding is trying to charge my card for that same amount from the Elueras Auto Group. An unauthorized attempt to charge my card was made which doesnt make sense how seemingly unrelated auto companies charge my card for the same exact amount a month after my last complaint was made. 

  Customer Answer

  Date: 05/21/2024

  I have been receiving phone calls since yesterday from ******. They are trying to make me pay the amount again after they have already refunded me. They have called me once yesterday and my spouse 2 times. I have never provided my spouse's phone number. I did provide their name, but not their phone number. I missed the first call and so did my spouse, but since then we have been ignoring them.

  Business Response

  Date: 06/04/2024

  To Whom This May ***************** apologize for the misunderstanding regarding the *** warranty. We do not condone any bullying or deceptive practices. 

  I want to assure you, this account has been canceled and refunded to the original form of payment.

  Once again we apologize.

  Thank you.

• Initial Complaint

  Date:04/17/2024

  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.

  Title: Buyer Beware: My Experience with Eleras Group As a consumer, I believe in the importance of honesty, integrity, and quality service when dealing with businesses. Unfortunately, my recent encounter with Eleras Group has left me deeply disappointed and frustrated. Here's my honest review of my experience:I was in need of a car warranty extension and came across Eleras Group through an online search. Initially, everything seemed legitimate their website appeared professional, and they boasted about their comprehensive coverage and excellent customer service. Trusting their claims, I decided to purchase a warranty plan from them for my vehicle.However, as time passed, it became evident that I had made a grave mistake. After submitting my payment and receiving confirmation of my purchase, communication from Eleras Group became increasingly sparse and unresponsive. Any attempts to contact their customer service were met with long wait times and vague responses.Furthermore, when I tried to file a claim for a repair covered under the warranty, I was met with endless hurdles and bureaucratic red tape. It seemed that Eleras Group was doing everything in their power to avoid fulfilling their end of the agreement. After numerous frustrating attempts to resolve the issue, I realized that I had been scammed out of my hard-earned money.Not only did Eleras fail to deliver on their promises, but they also displayed a blatant disregard for their customers' trust and well-being. Their unethical business practices have left me feeling deceived and financially burdened.In conclusion, I strongly advise anyone considering purchasing a warranty from Eleras Group to proceed with extreme caution. Their deceitful tactics and lack of integrity make them a company to avoid at all costs. As consumers, we must remain vigilant and vocal about holding businesses like this accountable for their actions.

  Business Response

  Date: 04/19/2024

  To Whom This May ***************** geniunely value your feedback and would appreciate the opportunity to address your concerns directly.

  Please reach out to to us at our phone number, ************, so that we can discuss your experience further and work towords a resolution.

  Once again, we apologize for any inconvenience caused and sincerely hope to have the chance to address your concerns.

   

  Best Regards,

  Eleras Group.

• Initial Complaint

  Date:04/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sent a letter that my contract was expiring, I am 79 years old with dementia and I was scammed into thinking this was my insurance company it is not. I did not have a contract that was expiring with them, I didn't realize this until my daughter had to explain it to me. So I cancelled my contract, they of course wanted to talk me out of it on the phone and tried to ask me how I felt I'd been scammed, they are very misleading. They prey on senior citizens.

  Business Response

  Date: 04/19/2024

  To Whom This May ***************** The Eleras Group we take pride in offering transparent and legtimate services to our customers. We do not require any down payments or monthly payments for nothing.

  All calls are recorded for quality assurance,

  We reached out to our *************************** to review this call.

  Upon review of this call, the agent never mislead or deceived you. He thoroughly went through the down payment and the monthly payments with you and you verbally authorized the down payment and the monthly payments. 

  Per the terms and agreement of your contract you will receive a pro rated refund.

  Please reach out to our customer service for details regarding your pro rated refund. You can find the number in your contract booklet.

  Thank you.

• Initial Complaint

  Date:04/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received this notice on 4/9/24. The notice is intentionally misleading and difficult to discern if the notice is from the auto manufacturer. I believe this to be a deceptive practice that needs to be investigated.

  Business Response

  Date: 04/17/2024

  To Whom This May ****************** obtain consumer information from a variety of sources, including but not limited to, public and freely available records and data bases, online form submissions, web advertisements, and referral partners. 

  Your name has been removed from our mailing list.

  We apologize for any inconvenience.

   

  Thank you.

  Customer Answer

  Date: 04/17/2024

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

  I am happy that my mailing address has been removed from their list.
  

  I need to state that although the information used in the mailer is available to the public, the letter is intentionally deceptive and makes it appear that the letter originates from the car manufacturer, which it does not. 
  

  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/09/2024

  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 have a 2013 ***** and have paid almost $5,000 to them over 2 years of warranty coverage, I haven&#**;t had to use it much. They are reluctant to pay bills for me. I have just had a large bunch of repairs done and they didn&#**;t cover any of them. I go through ****** ***** and had a big service done on my car and H3237353337303037**33H wouldn&#**;t pay any of it. You call them and they put you on hold. They should not be in business if they are cheating people. They send you brochures about how they cover your car repairs and they don&#**;t do it. I had $4600.00 paid to them for coverage and am getting nothing paid for when I need service coverage done. I would like for them to refund me for my repairs that I paid for.

  Business Response

  Date: 04/12/2024

  To Whom This May ****************** calls are recordered for Quality Assurance.

  It looks like when you called in for coverageon 1/2023 the incorrect *** # was given to our agent. You called back on 4/1/2024 and spoke to a representaive. You called back on 4/4/2024 and there was a problem with the *** # being incorrect. They tried to get this all straightened out for you but there was some frustration. Very understandable.  Wear and tear items are not covered under your plan. The representative tried to put your vehicle in a different plan and you wanted to think about it. You called in the next day and requested a refund.

  Per the terms and conditions of your contract, this will be a pro rated refund.

  Thank you.

• Initial Complaint

  Date:04/08/2024

  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.

  Elaris = SCAM! Company sent me two letters on ****** Dealership letterhead stating I needed to update my warranty information or my warranty would be void. I had purchased a new ****** a few months ago so I gave them a call. They had my address, type of car, phone #, and name. They answered many questions I had regarding maintenance of my car and did not speak in an accent. I have three college degrees, but their level of sophistication led me to give them my bank account #, debit card info, email, and last four of my SSN and agree to autopayments for 11 months of $385. When my bank rejected the charge I called the dealership who said this was a scam. If I fell for this, I'm sure others have and are paying them regularly. Sad.

  Business Response

  Date: 04/12/2024

  To Whom This May **************** would like to assure you the Eleras Group is not a scam. We work with dealerships nationwide.

  We do not ask for social security numbers, this is not a loan. We do not have any banking information of yours in our system.

  No money was collected on the call with the sales agent. Is it possible you have us confused with another company?

  We are sorry if this has called you any inconvenience.

   

   

  Thank you.

• Initial Complaint

  Date:04/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an official-looking, misleading "check" for $199 in the mail written out to me with minimal information - no name or address of issuer, nor accurate description of what the sender was trying to accomplish. The only reason I know that Eleras is the sender is because I called the number to see what this correspondence might be about. The accompanying letter stated, "Please call IMMEDIATELY as this will be our FINAL ATTEMPT TO NOTIFY YOU" and provided the number **************. The design of the communication seemed to imply that I had overpaid something and was being refunded my overpayment. Instead, it turns out that my signature would have served as my official approval to begin some type of vehicle warranty that I truly did not need or want. When I got a representative on the phone who tried to fast-talk me out of contacting the BBB, I immediately knew that they were fully aware of the suspicious, misleading nature of what he called "a simple advertisement". Note that nowhere on the correspondence was there any indication of advertisement. I find Eleras' approach disgusting and shameful. I can only imagine the elderly and **** who fall for tactics such as these all too often. This company (and all those like it) should be shut down immediately!

  Business Response

  Date: 04/12/2024

  To Whom This May **************** would like to assure you that your name has been removed from our mailing campaign.

  We apologize for any inconvenience.

   

  Thank you.

   

• Initial Complaint

  Date:04/03/2024

  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.

  I received another letter from Eleras Automotive Group. This is the third one this tear. I have mad a previous phone to them (2023) and told them to removed me from their mailing list. Also, filed a complaint with the BBB for the same reason. I'm still not removed. the letter appears to be an official letter from a car manufacture, but it isn't. They want to sell car warranties. No company name listed on the letter, so I called the number provided and the woman said the company is Eleras Automotive Group based out of *********, *******. I, again, am demanding to be removed from their mailing list. I was assured last year I would be,. but that didn't happen. From now on, every time I receive one of these letters I will file a complaint with the BBB.

  Business Response

  Date: 04/12/2024

  To Who This May ***************** apologize for any inconvenience our advertising mail has caused you.

  I would like to assure you, your name has been removed from our mailing campaign.

   

  Thank you.

• Initial Complaint

  Date:03/26/2024

  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 company endlessly sent me past due warranty letters in the mail with info about my car. Than I responded and asked for a refund. Now they are calling me every day through private phone calls. It is predatory practices. I don't have any obligation to pay them yet they keep calling me

  Business Response

  Date: 03/29/2024

  To Whom This May ********************* cal our customer service department @ ************ M-F 8AM-5PM, CST so we may assist you.

  We are sorry for any inconvenience.

   

  Thank you.

• Initial Complaint

  Date:03/19/2024

  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.

  On August 2023 I purchased a extended warranty for my 2015 Dodge Durango because I received a letter indicating that my vehicle was out of warranty. I called the representative and he explained why I should buy the warranty. He also said my type of vehicle was known to start having issues after certain miles. ***** a month or so my my vehicle had a check engine light on the dashboard. I took it to a shop and they couldn't find the problem so my best option was to take it to the dealership and have them inspect the vehicle. Before the light on the dashboard and after purchasing the warranty I did a smog check because my state requires it to renew the registration. It passed the test with no issues. Anyways once the shop was able to find the issue the notified me and Eleras Automotive. Eleras Automotive then sent out and inspector to the shop to inspect the issue. Shop said inspector confirm the issue and Eleras at that time was telling me that they were to decline the claim. Since the day I purchased the warranty I have been paying a monthly payment to keep my policy active. I spent my savings in repairing my vehicle because Eleras Automotive didn't want to accept my claim. Thank you BBB I'm advance

  Business Response

  Date: 03/22/2024

  To Whom This May ***************** are sorry to hear about your negative experience. In fairness, we were trying to work with you on this claim. The claim was denied due to NO prior authorization.Our claims department did speak with you regarding the claim. They  were not able to verify the failures occuring during the first inspection. Once the claims department called the shop back to continue with the claim, they were advised you had already paid for the repairs. The claims department asked the shop if they had the old parts so they could verify failures and they advised that they did not keep the parts. We did speak with you and advised since we were not able to to verify failures and the repairs were already completed without prior authorization the claim would be denied due to that.

  We are sorry for any inconvenience and want to work with our customer's. As mentioned above we did try to help you with this claim.

   

  Thank you.

   

  Customer Answer

  Date: 04/02/2024

  Complaint: 21455322
  
  I am rejecting this response because: I purchased the extended warranty from this business. My vehicle started having issues and I was told it was the cylinder head. When I called the warranty company, they sent out an inspector. The inspector verified the damage and the warranty company stated it was a pre-existing issues. The company stated they were going to deny my claim even after I provided all the supporting documentation. 
  
  
  
  Sincerely,
  
  **********************************