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:02/13/2024

  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.

  This company reached out to me and convinced me my car did not have a warranty . I do have a warranty and they tricked me into signing up for coverage I do not need.

  Business Response

  Date: 02/15/2024

  To Whom This May **************** want to assure you this account has been canceled effective 2/13/2024 when you called in to request the cancellation.

  Thank you.

• Initial Complaint

  Date:02/12/2024

  Type:Customer Service 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 am trying to contact this business to cancel my policy and none of the numbers work. I called ************ and its disconnected. I called the number for where they make claims and they just give you the same disconnected number.

  Business Response

  Date: 02/12/2024

  To Whom This May **************** would like to assure you the customer service number you have been calling ************ has not been disconnected. It is a working number.

  Please call that number M-F 8AM-5PM CST and they will assist you with your account.

   

  Thank you.

   

  Customer Answer

  Date: 02/13/2024

  Complaint: 21280049
  
  I am rejecting this response because:
  
  It is 1:46 PM EST (within the operating business hours of that phone number) and I still got a busy dial tone. You can call in the morning, midday, or during the afternoon and the phone number doesnt work. I would like to cancel this service. 
  
  
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:02/09/2024

  Type:Order 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 keep getting letters from a company that doesn't name itself regarding a warranty for my new truck. This is the 3rd letter. The phone number they use is ************. They write the envelope to look like a tax document and the letter starts out as a fake check saying "to the order of" with my info. This company is based out of ********, can you please stop them?

  Business Response

  Date: 02/08/2024

  We are with Eleras Group not ********** of ******** Services. As of 1/26/24 the customer is on our disposition list to not contact. He will not be receiving anything else from **.

  Customer Answer

  Date: 02/08/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *******************************
  
  
  
  

  Business Response

  Date: 02/09/2024

  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.

  You will no longer receive any mailings from 4Ever Home ***. I would like to advise, 4Ever Home *** is not located in ********.

   

  We apologize for any inconvenience.

   

  Thank you.

   

  Customer Answer

  Date: 02/10/2024

  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:02/08/2024

  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.

  This company called me and I paid $249 with my debit card. After I did this I, I realized I was talking to the wrong company. I have called them and it just rings, two times I left my phone number. I have never heard back from them. Vehicle Assurance asked me how much I pay a month. He said the company was called Eleras Automotive. When I got my bank statement, I called the bank and they the charge had cleared. I went to the bank and got a new debit card. He told me that they could still charge me even though the card is not good.
  
  I would like a refund and to be out of the contract.

  Business Response

  Date: 02/08/2024

  To Who This May Concern;

  If you call our customer service department @ ************ M-F 8AM-5PM, CST they will gladly assist you with this.

  We are sorry for any inconvenience.

  Thank you.

  Customer Answer

  Date: 02/27/2024

  Did not tell me full details, I did not know it was a monthly payment!!

• Initial Complaint

  Date:01/31/2024

  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.

  Eleras Automotive Group sends a very formal "Notices" (even with "Official Business" language at the top of the letter) that is PURELY a solicitation for extended warranty's or service contracts on new vehicles. "Immediate Response Requested" and "Response to this notice requested" is in capital letters in 2 places. The year, make and model of my vehicle is also notated on the "notice".
  
  There is NO mention that this is a solicitation, nor that is coming from Eleras. It is implied that it's coming from the manufacturer
  
  QR and barcodes, laughably, are links to their toll free number.
  
  This is very deceptive and needs to stop.
  
  I want to know where they received my contact information.

  Business Response

  Date: 02/01/2024

  To Whom This May Concern:

  we 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.

  Please call our customer service department @ ************ M-F 8AM-5PM CST so we can remove your name from our mailing campaign.

  We are sorry for any inconvenience.

  Thank you.

   

  Customer Answer

  Date: 02/05/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  The letters sent are highly deceptive, not identified as a solicitation and does not mention the business name who is soliciting.  
  

  You are taking advantage of people with a “official” looking form that is NOTHING but a solicitation for unneeded services. 
  

  Change your solicitation letters. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:01/19/2024

  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.

  I was sent a letter in the mail that stated my warranty was going to expire, called and bought a warranty not know it was a scam or that it was the Eleras Group at all. They never told me the company name so I could do research, persuaded me into a plan, and I was nothing to do with them. I’ve read reviews I want a refund and I want a cancellation I don’t ever want them to charge my card again, I already have a lot of bills to pay and this is unnecessary. The transaction number they gave me was : ********** the customer id is:********** and my car is a Nissan rogue sport. Please help me please this is making me upset if you need any info pls contact me!!

  Customer Answer

  Date: 01/20/2024

  
  

  Business Response

  Date: 01/24/2024

  To Whom This May Concern:

  At Eleras Group, we take pride in offfering transparent and legitimate services to our customers. We do not require any down payment or monthly payments for nothing. 

  We understand your frustration, but we assure you that your perception does not align with our business practices.

  All calls are recorded for quality assurance. We had our Quality Assurance team review this call. There findings were our sales agent was very professional during the entire call. Did not badger you in any way. He gave you the customer service number should you have any questions or concerns. Went over the entire policy and the payment plan with you. You seemed pleased on the call that you had protection for your vehicle.

  If you wish to cancel this account please call our customer service department @ ************ M-F 8AM-5PM they will gladly assist you with this.

   

  Thank you and have a nice day.

   

  Customer Answer

  Date: 05/01/2024

  I was contacted by the business through letter and I got a warranty through them. Though after careful research of the business I decided I decided I did not want services through them anymore. I was then contacted by Eleras because the payment on file was no long working( I got a new card due to fraud activity) they told me to call in order to cancel or to replace the payment method. I called and attempted to cancel, they disagreed with canceling my warranty talked in circles and would not cancel it. After this unprofessional interaction I kept getting calls saying I could cancel but it was a woman calling. I called her back and she said there was no record of me attempting to cancel. Therefore she lied. She transferred me and the call was never picked up by anyone else. Now I am receiving calls from a debt collector whom I am assuming is from Eleras which is obviously frustrating. I just want this canceled I dont want the back and forth there is no way I can do this by myself. Im not asking for a refund I just want the warranty canceled theres no working payment on file either way.

  Business Response

  Date: 05/01/2024

  To Whom This May ******************* account was canceled on 4/6/2024.

  You will not be receiving any calls from The Eleras Group. We have removed your name from the mailing list.

  We are sorry for any inconvenience.

   

  Thank you!

  Customer Answer

  Date: 05/02/2024

  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:01/14/2024

  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.

  A letter was sent to our address stating we extend a warranty on a product we never purchased with a final notice. This is misleading and shoddy business practices, and should be listed as fraud. I am glad I had the wherewithal to research this company before handing my hard earned money.

  Business Response

  Date: 01/18/2024

  To Whom This May Concern:

  We 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 marketing campaign.

  We apologize for any inconvenience.

  Thank you.

• Initial Complaint

  Date:01/13/2024

  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.

  Hello ~ Please remove *********************************** off your mailing list. He is deceased. Thanks.

  Business Response

  Date: 01/15/2024

  To Whom This May ***************** have removed *********************************** from our mailing campaign.

  We apologize for any inconvenience.

   

  Thank you.

  Customer Answer

  Date: 01/16/2024

  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:01/03/2024

  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.

  This business is a SCAM. I got a letter in the mail that I needed to activate my car's warranty. I called them a little after the respond by date and they immediately created a sense of urgency. The representative said that it would be a $395 activation fee. When I told them that I couldnt do that and asked why I needed to pay for an activation, they lowered it to $149 immediately. The representative said there was no risk because there was a "30-day money-back guarantee". I told them I thought this wasn't right, and that I wanted to call back later after reviewing my purchase agreement with my car company. They created a sense of urgency and said that I would lose my car warranty altogether at the end of the phone call since it was past the respond by date and that's just "how their system is set up". Unfortunately, I acquiesced, and they charged me $149. I then learned after agreeing to the activation fee that they were going to charge me around $260 a month for the warranty. I knew something was off so I got off the phone and immediately called my dealership, and they told me it was a scam. I immediately called Eleras Automotive Group back and asked for the "30-day money-back guarantee" refund. I was immediately met with questions, asking how good my other warranty was (now that the jig was up), and why I should still take on their warranty. I firmly told them I just wanted my money back. They said they gave me a refund of the $149, but I have yet to see any of that money. I asked for proof of the refund, and they hung up on me. Absolutely despicable.

  Customer Answer

  Date: 01/04/2024

  The business has refunded me the $149. No further action is needed on my end, although I still worry about their business practices and how it will effect other people. 

• Initial Complaint

  Date:12/28/2023

  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 repeatedly received unsolicited letters (example attached) stating I "have not contacted us [Eleras] to have your vehicle service contract activated". Nowhere on the letter does it state what organization the service contract is with, and I already have a service contract with the dealership from which I bought my car. The letter is not on Eleras letterhead, and it only provides a phone number to call about a service contract, which does not yet exist because I am not a customer of Eleras.
  
  The letter seems designed to mislead people into believing they are already doing business with Eleras, and it seems they are trying to sell people superfluous vehicle service contracts. When I called the phone number to ask who the organization was whom sent me the letter, he told me Eleras Automotive Group, and when I asked the representative to spell the name, he hung up on me.
  
  I do not think this is a reputable vehicle service contract provider or business, since they are masking themselves and presenting to potential customers letters which obscure the fact that they are an independent entity advertising new business.

  Business Response

  Date: 12/29/2023

  To Whom This May Concern:

  We obtainn consumer information from a variety of sources, including but not lmited 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 apologize if this has caused you any inconvenience.

   

  Thank you.

  Customer Answer

  Date: 12/29/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  Eleras Automotive Group did not address the most important element of the complaint, which is that the letter is deceptive advertising because it is not designed to look like an ad, it is designed to appear as though action is required on an existing vehicle service contract. Less savvy consumers could be fooled by this letter and unwittingly purchase a vehicle service contract because they believe they are "activating" a contract they already agreed to. Whether its purposeful or accidental, as the letter is written, this advertisement has the potential to exploit the elderly and people with intellectual disabilities.

  To cure my complaint, Eleras Automotive Group should update the letters they send to potential customers to be printed on Eleras Automotive Group letterhead, and be clear that the letter is an advertisement, not a letter from the dealership or a letter about a pre-existing vehicle service contract which is not yet activated. If Eleras Automotive Group is promoting or selling a product which delivers value to prospective clients, they should be transparent by standing behind the product by putting their name on the letter, and Eleras should be clear about the fact that the letter is an advertisement for new business, not communication about existing business with the recipient of the letter.

  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 01/03/2024

  To Whom This may Concern:

  Our advertising letters are not to mislead or mimic any company. I want to assure you we do not target any age group. We obtain consumer information from a variety of sources as mentioned in the initial response. This is a letter sent out to get extended coverage on your vehicle. A reminder that if your factory warranty has expired, you would be responsible for any repairs on your vehicle.

   

  As of todays date 1/3/2024 your name has been removed from our mailing campaign.

  We apologize for any inconvenience.

  Thank you.

   

  Customer Answer

  Date: 01/04/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Eleras Automotive Group has not committed to transparency in their advertising. If Eleras was committed to transparency, they would make it obvious to the recipient of their mailings who they are by including their name as the sender on the envelope and printing their letters on Eleras Automotive Group letterhead.

  I will release my complaint when Eleras Automotive Group agrees to the following:

  1. Eleras Automotive Group will identify themselves on their own advertisements, including on the envelope as the sender of the letter, and printing the letter on Eleras Automotive Group letterhead, or otherwise identifying themselves in the content of the advertisement.

  2. Eleras Automotive Group uses clear language in their mailings so that prospective customers understand they are receiving an advertisement, not communication about an existing contract, which means:

  2a. No references to the receiver of the letter about "your vehicle service contract" because no vehicle service contract exists between the recipient of the advertisement and Eleras Automotive Group, or any other entity whom Eleras may be marketing products for on their behalf

  2b. No reference to a "Customer ID" for someone who is not currently a customer of Eleras Automotive Group or any other entity whom which Eleras may be marketing products for on their behalf

  2c. No language about "Official Business" or "Penalty for Private Use, $300" without a further explanation in the content of the letter to describe in detail what these terms mean. No person commonly considers receiving an advertisement to qualify as "Official Business", and Eleras Automotive Group has no standing to suggest a recipient of their advertisement should pay a penalty of $300 based on any usage of the information contained within the letter.

  Sincerely,
  

  ***** ****