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:03/18/2024

  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.

  Requested to be removed from mailing list. Man on the phone when calling ************ continued saying he would remove us from the mailing list once we activate coverage. I asked more than 10 times to remove us from the mailing list. The man continued asking how we expect to pay for vehicle repairs and would not respect our wishes in removing from mailing list, which seems illegal. The letter sent looked like a check, exactly like a check with water marks and bank deposit endorsement on the back. Totally misleading and wrong.

  Business Response

  Date: 03/19/2024

  To Whom This May ****************** calls are recorded for quality assurance. We had our QA department review this call. 

  We apologize for the way our agent continued asking questions regarding your vehicle when you repeatedly asked to have your name removed from our mailing list.

  I hope you understand, they do have a job to do and asking questions is one of their jobs. However we do not condone any bullying or belittling from our agents. I want to assure you, your name has been removed from our mailing list.

  This matter will be directed over to the proper department and they will discuss this directly with the  agent you spoke to.

  Once again we apologize for any inconvenience.

  Thank you.

   

• Initial Complaint

  Date:03/13/2024

  Type:Service or Repair 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.

  Business claims a policy was taken out for auto repair. I am the representative of that 84 year woman. I have searched her records on her computer, iPad, phone and find on such policy agreement. At the time the company claims the policy was taken out she was recovering from a stroke, she is unable to drive and the car is to be sold.Since there is no policy to be found how can they bill her? The billing should cease.

  Business Response

  Date: 03/18/2024

  To Whom This May ***************** you will call our customer service department M-F *******, CST @ ************ we can assist you with this. We cannot pull any information without knowing who the account name is under. We want to help get this resolved in a timely manner.

  Thank you for your cooperation.

  Customer Answer

  Date: 03/20/2024

  SEE LETTER, NO CONTRACT, NO INVOICE, NO RECEIPT, JUST E Mail bills.

  Customer Answer

  Date: 03/21/2024

  See previously submitted letter including the name of the person, *************************************.

  Business Response

  Date: 03/26/2024

  To Whom This May ******************** you for advising the name of the customer so we can clear this up. 

  The down payment of $149.00 has been credited back to the original form of payment. This was issued on 3/11/2024. It typically takes 3-5 business days for the credit to show.

  Please call our customer service department @ ************ M-F 8AM-5PM, CST if you need any additional assistance.

   

  Thank you.

  The Eleras Group

   

  Customer Answer

  Date: 03/27/2024

  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/06/2024

  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 recieved a notice in the mail about extended warranty coverage and expiration dates, etc. I called this company and was able to speak to an agent that gor me an exceptional coverage plan for the milage on my car. They even worked with my financial hardship and made sure it was fairly affordable. I was pleased with the offer and accepted the offer. The payment was taken but I was never given any material as far as far as any cards, coverage details. I called back and then was sent the booklet containing my plan and all the details. Eventually, I could no longer afford the coverage and asked to cancel the policy. The first time I was told that I could not cancel the policy nor be refunded any money and that I should just enjoy the coverage at a lower rate (they lowered the payment by 20 bucks). I told then I wanted to cancel because my finances no longer allowed me to pay for the coverage and was met with an attitude and still no cancelation. I called and called and was never called back or never got anyone on the phone. I decided to move money from the account so that the payment would not go through and then they started calling. I finally was able to cancel the coverage and asked for a refund as I ha e never used the coverage. I was told that I had to send written notice of cancelation and request for a refund. They said it was the policy after 60 days. No where in the contract does it list that residents of ***** have to give written notice of cancelation. Or request for refunds. It only mentions it in the regards ta class action lawsuit waiver. I was met with an attitude and still no refund and it has been almost two months since I canceled the policy. If I am not refunded by the two month ***** I will be taking legal action to get my refund plus damages as this has caused numerous issues

  Business Response

  Date: 03/08/2024

  To Whom This May ****************** calls are recorded for quality assurance.

  We had our quality assurance team review this call.

  When you called in on 12/15/2023 you told our agent you were on workmans comp and things were a little tight finanically. Our agent was able to lower your payments to make this a little more budget friendly for you.  You were satisfied with the new monthly rate.

  You called in on 2/7/2024 and requested to cancel, our agent canceled this account for you and gave you the mailing address for your pro rated refund, at that time you were curious why you had to write a letter to get your pro rated refund, he advised per the terms and conditions it says contact the seller for your pro rated refund. He took his time with you and asked you to write down the address where you would send your cancellation letter.

  You called in on 3/6/2024 and spoke to another agent and said you have canceled this and was wondering where your refund was. He advised the account had been canceled but we were waiting on your letter of cancellation. You wanted to know why you had to send in a letter because you live in ***** and it says contact the seller for your refund. When you contacted us on 2/7/2024 you were advised what was needed to get the pro rated refund. Both agents went over the procedures for you to get your refund. Once you send in your letter of cancellation, we can start the refund process.

  Thank you.

  Customer Answer

  Date: 03/24/2024

  ere is no where in the policy handbook that states that i have to write a letter requesting a refund, it only states that a letter must be written if a policy holder wanted to opt out of the class action lawsuit. It is not protocol for me to have to write a letter for a refund, if it was then it would be stated in the policy as everything else important is listed in the document. I have attached the copies of the policy and it is very clear that it is not written anywhere in the document when it pertains to cancelations. 

  Customer Answer

  Date: 03/24/2024

  ere is no where in the policy handbook that states that i have to write a letter requesting a refund, it only states that a letter must be written if a policy holder wanted to opt out of the class action lawsuit. It is not protocol for me to have to write a letter for a refund, if it was then it would be stated in the policy as everything else important is listed in the document. I have attached the copies of the policy and it is very clear that it is not written anywhere in the document when it pertains to cancelations. 

  Customer Answer

  Date: 03/24/2024

  ere is no where in the policy handbook that states that i have to write a letter requesting a refund, it only states that a letter must be written if a policy holder wanted to opt out of the class action lawsuit. It is not protocol for me to have to write a letter for a refund, if it was then it would be stated in the policy as everything else important is listed in the document. I have attached the copies of the policy and it is very clear that it is not written anywhere in the document when it pertains to cancelations. 

• Initial Complaint

  Date:03/05/2024

  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 was sent a letter saying I needed to activate my insurance for the vehicle I just purchased. It looked as though it came from my car dealership and as I have never owned a car before, I thought that this was legitimate. When I called, they never told me that they were not from my dealership and pretended that "activating my insurance" was what they were doing, and not signing me up for a vehicle service contract that I did not need, as I already had insurance through progressive.I canceled my contract with Eleras on October 24th, 2023 stating the reason as fraud, as I entered into the contract under false pretenses. I wrote and sent the appropriate letters stating that I was terminating my contract, as well as the letters to paylink. I was told I would have a response within 60 days by ********************* (**************) and that I was eligible for a refund, but it has been over 4 months and I have not received any communication or any repayment. I had not submitted any claims on this plan, and had paid on time every month until the termination of the contract.Vehicle Make: 2022 KIA ****** SELTOS Odometer: ***** Vin: ***************** Coverage Plan Plan: Platinum New Expiration Date: 7/23/2028 Expiration Miles: ******* Deductible: $100.00 Plan Cost Subtotal:$4,730.00 Tax:$0.00 Total:$4,730.00 Down Payment:$268.00 Payments:18 Monthly Payment:$247.89 Contact Person ********************* Eleras Automotive Group ************** **************************** Important Benefits Pays directly to the repair facility of YOUR Choice Accepted anywhere in the U.S. or ****** 30-Day Review Transferrable coverage Low deductible options Complimentary 24X7 Roadside-Assistance Complimentary Car *************** Complimentary Trip Interruption / Tire Protection 100% Money-Back Guarantee Lowest-prices Guarantee Email Sent To Response Code: 161RW03591 ******************************* **************** I have provided as much information as I can think of, but let me know if you need more. Thank you

  Business Response

  Date: 03/08/2024

  To Whom This May ***************** are sorry for any inconvenience in the delay of your refund.

  Please see the attached copy of your pro rated refund. 

   

  We apologize once again.

   

  Thank you.

• Initial Complaint

  Date:03/01/2024

  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.

  Somehow, this business obtained my personal information, and are charging me month to month. I did not sign up for their services and need to be taken off immediately. Charged me $215. Fraudulent and misleading.

  Business Response

  Date: 03/04/2024

  To Whom This May ****************** agents do not make outbound calls. This would be something you called The Eleras Group for.

  This account was canceled effective 3/1/2024.

  There is no money due to you as your credit card company has already reimburssed you with the dispute you filed.

  Thank you.

• Initial Complaint

  Date:02/25/2024

  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.

  Received mail showing false and misleading business representation. 1 was led to believe the mailing/offer was from Chevrolet. Especially considering the alternate business name was given on the mailing. Further misled by making the letter appear as a check in order to get me to open and not just throw it away. I dont know how this business got my contact information or the information showing my vehicle. This information was not disclosed to anyone nor any business. The seller of the vehicle was a licensed dealership, which provided me with its privacy policy, showing no information would be released. So again, I asked the question how does this company know about my vehicle? Ive provided images of the mailing, my contact information has been removed. I will also be filing a complaint with United **********************

  Business Response

  Date: 02/26/2024

  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 campaign.

  We are sorry if this has caused you any inconvenience.

   

  Thank you.

  Customer Answer

  Date: 02/29/2024

  Complaint: 21344848
  
  I am rejecting this response because:
  The business still has not addressed why they mislead consumers into thinking they are from the vehicle manfacturer or what steps they will take to discontinue misleading consumers. I will also be forwarding this complaint, and response to the United ************* Services ************************* for mail fraud. I will also be opening a complaint with the *************************** ************************ and the ************** of ************* for fraud and scam attempt. 
  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/24/2024

  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.

  I was told by an Eleras Employee I had to make a one time payment of $180.07 which would cover 24 months of warranty for my car on September 20th 2023. What they failed to mention was that it was a recurring monthly paying of $180.07 so I was very surprised when I received an email from WALCO funding stating they would be taking $180.07 out of my account on Feb 22 if it wasn't for that email I wouldn't have known. I was told there was a possibility I could be reimbursed for the last six months if I send a letter to ******************************************* and request a refund. I just want my money back I didn't approve of this scam I check my emails regularly and this is the first time I've seen this. My bank is the one who told me about the payments being taken out of my account over the last couple of months this is crazy!!!!!!!

  Business Response

  Date: 03/04/2024

  To Whom This May ****************** our calls are recorded for quality assurance. We did have the call reviewed and the agent did mention the down payment of $180.00 and 24 monthly installments of $180.08.

  You spoke to several agents after the initial sale and have made multiple payments on this account for your vehicle.

  This account has been canceled effective 2/23/2024. Per the terms and conditions of your account you will receive a pro rated refund.

  Please call our customer service department @ ************, M-F 8AM-5PM, CST and they will assist you .

   

  Thank you.

• Initial Complaint

  Date:02/23/2024

  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.

  I received mail today from this company stating that my factory warranty will expire soon and I will be financially responsible for any and every repair. I bought my car from a dealership that already had coverage for all repairs. I called this number and was immediately met with a agent that was extremely ***** for me to give up my card information to pay for this warranty. He claimed to be a representative from the dealership I bought my car from and that was a lie after I called my dealership that confirmed I was scammed. He made multiple charges onto my debit card and refused to help get me my money back, cancel the policy and remove me from their mailing list. This company is a SCAM and preys on people by using scare tactics to commit fraudulent payments by acting as an entity they are NOT affiliated with. I demand that I receive a refund after being coerced to paying $195 to ELERAS AUTOMOTIVE GR after pressuring me to do so. This company needs to be shutdown as there are many other people who have fallen prey to their scare tactics.

  Business Response

  Date: 02/26/2024

  To Whom This May ***************** are not able to pull your account up without your full name.

  I assure you we want to get this matter resolved for you immediately.

  If you can provide us with the information requested we will can move forward on this  complaint.

  Thank you.

  Customer Answer

  Date: 03/11/2024

  My full  name is *********************************

  Business Response

  Date: 03/12/2024

  To Whom This May ******************** you for providing us with the information so we could find your account.

  There is no money due to you. You filed a chargback on the down payment of $195.00 on 3/6/2024. So that money has already been credited to your credit card.

  Thank you.

• Initial Complaint

  Date:02/16/2024

  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.

  Eleras Auto Group has been sending me mail, I have asked them to stop many times, and I just received a card today which they say they talked to me on 2/2/2024. When I call them, they promise to take me off the mailing list but never do.Looking at their ratings on BBB, it is the worst that I have ever seen. I called today and asked them to send me that I have been taken off the mailing list and the young lady hung up on me.

  Business Response

  Date: 02/19/2024

  To Whom It May ********************* call our customer service number @ ************ M-F 8AM-5PM, CST. We will make sure your name is removed from our mailing list.

  With the last name being very common, we can take additional information from you so we can assure you will not receive any mailers from our company.

  We apologize for any inconvenience.

  Thank you.

   

• Initial Complaint

  Date:02/14/2024

  Type:Service or Repair 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.

  Paid the company for insurance relative to repair coverage for a new GM Yukon vehicle. Sold the car at the beginning of October 2023 and sent requested notification to the company. Note that I paid all fees up front and never processed any claims. On 10-2-2023 I sent them hard copy of the sale of the vehicle. They said I would be refunded money by January, 2024. It is now February and despite calls to their office, I cannot get a date from them. They claim volume of claims but this is not a claim and the transaction is simple, I paid them cash, never had a single claim, and sent them the requested documentation. They are sitting on my money.

  Business Response

  Date: 02/19/2024

  To Whom This MAy ******************* refund will be mailed out 2/16/2024.

  We apologize for any inconvenience this has caused.

  THank you.

  Customer Answer

  Date: 02/25/2024

  Complaint: 21291742
  
  I am rejecting this response because:  According to your notification a check was sent on the 14th of this month.  It is not the 25th and a check has not arrived; therefore, one has to doubt the veracity of the claim.  It is reflective of the integrity of the sender.
  
  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/26/2024

  Hello-

  Please see the attachment for the refund. We do apologize the refund was not sent out on the specified date.

  If you have any questions or concerns, please call customer service at ************ M-F 8AM - PM, CST.

   

  Thank you.

  Customer Answer

  Date: 02/26/2024

  Received check in today's mail post marked the 22nd of February.  Settlement amount reasonable based on my investment and coverage duration.  Thank you for your assistance.

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

  Customer Answer

  Date: 02/27/2024

  i SENT A MESSAGE YESTERDAY THAT THE COMPLAINT WAS SATISFIED SATISFACTORILY.  I DO NOT UNDERSTAND THIS RESPONSE.