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:12/27/2023

  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 my 4th mailing (3 in 2023) from Eleras yesterday. All 4 contain zero info on who is mailing these bulk direct mailings. All 4 mailings claim "FINAL NOTICE". However, I have called and requested twice to be removed from their mailing list.

  Business Response

  Date: 12/27/2023

  To Whom This May Concern:

  I want to assure you as of todays date your name has been removed from our mailing campaign.

  We apologize for any inconvenience this has caused.

  Thank you.

  Customer Answer

  Date: 12/27/2023

  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.  In the future I would encourage more transparent communication to your potential customers.  These changes could include not stating "Final Notice" on all communication and actually revealing the name of your company (Eleras) on your communication.
  
  
  
  Sincerely,
  
  
  
  ***** & ***** *****

• Initial Complaint

  Date:12/21/2023

  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 called the phone number that show in the letter that I uploaded. They answered me like the work for *****, saying that my auto insurance will be soon finish. That I just need to pay 235 to get the extension. They was fraudulent with me, talked with my like they was part of *****. I want my money back. Almost like 1 hours later that I realized that isn’t true, I called back to cancel the transaction with them, almost like 10 times using 3 different phone numbers that the company have, and sound like was a wrong number.

  Business Response

  Date: 12/22/2023

  To Whom This May Concern:

  All calls are recorded for quality assurance. We asked our QA department to review this call. At no time did our sales agent say we were with *****. He did say we were The Eleras Group, gave you the customer service department number in case you had any questions in the future.

  He went over the coverage with you got your voice authorization for the down payment and your voice authorization for the monthly payments. Please call our customer department number * ************ M-F 8AM- 5PM CST so we may help get this issue resolved for you.

   

  Thank you.

• Initial Complaint

  Date:12/17/2023

  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 received a deceitful letter in the mail warning me that I have not contacted the company to have my vehicle service contract activated. I have never and will never do business with this marketing company.

  Business Response

  Date: 12/18/2023

  To Whom This May ***************** obtain  consumer information froma avariety of sources, including but not limited to, public and freely available records and data bases, online form submissions, web advertisements, and referral partners. If you would like your name removed from our mailing campaign please call the customer service department @ ************ M-F 8AM-5PM CST and they will gladly assist you with removing your name fromour mailing list.

  We apologize for any inconvenience.

  Thank you.

  Customer Answer

  Date: 12/18/2023

  Better Business Bureau:
  
  I called and requested to be removed. We'll see if it sticks

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

• Initial Complaint

  Date:12/17/2023

  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.

  They sent me a letter that said I owed 30$ to get me to call them then they charged me almost 400$ when I didn’t approve it because they were asking me questions really quick

  Business Response

  Date: 12/18/2023

  To Whom This May Concern:

  I show this account was cancled and refunded on 12//15/2023. The refund went back to the credit card that was initially used. It may take 3-5 business days to show on your credit card, that depends on you banking institution.

  We are sorry for any inconvenience.

  Thank you.

• Initial Complaint

  Date:12/08/2023

  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.

  Continue to send false and misleading mail information claiming to be from ***** auto company. Very misleading and dangerous.

  Business Response

  Date: 12/13/2023

  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.

  If you call our customer service department @ ************ M-F 8AM- 5PM CST they will gladly assist you with removing your name from our advertisement campaign.

  We apologize if this has caused you any inconvenience.

  Thank you.

• Initial Complaint

  Date:11/27/2023

  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.

  Sent an advertisement with the appearance of a bill or late notice which, multiple times, stated "IMMEDIATE RESPONSE REQUESTED." This mail had information about my vehicle and address that I never provided. I called and the company attempted to sell me a vehicle service contract. When I declined and asked them to take me off of their contact list, sales representative was extremely hostile and demanded to know why I wouldn't purchase a contract with them. Falsely stated that my vehicle was going to have mechanical failures soon as a scare tactic, insulted me, interrupted and yelled over me until I finally hung up the phone. I demanded that this company not contact me in any way and the sales representative refused to confirm that this would be done.

  Business Response

  Date: 11/28/2023

  To Whom This May ******************** you for taking the time to provide us with your feedback. We are sorry to hear about your negative experience with our representative. This is not the level of service that we strive to provide. We apologize for any condesending or demeaning attitude you encountered while speaking with our representative. This behavior is completely unacceptable and does not reflect the standars we hold ourselves to.

  We would like to assure you that your concerns have been taken seriously, and we will be addressing this matter internally to prevent any similar occurrences in the future.

   Your name has been removed from our mailing campaign and you will no longer receive any mailers from our company.

   

  We apologize for any inconvenience.

  Thank you.

   

  Customer Answer

  Date: 11/28/2023

  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:11/24/2023

  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 They sent mail falsely claiming that my dealer's warranty was expired. They dishonestly withheld their name from the mailers. I and thought I was activating a warranty plan for my vehicle. Eleras proceeded to have Walco charge my credit card $151 a month June through November 2023. I called in October to cancel after learning that this is a scam and that I still had my warranty that I had at the dealership. Despite that, ***** STILL proceeded to charge in October and November. I spoke to Eleras twice on 11/24/23. Both calls were highly unprofessional. The first guy I reached at ************ nervously sent me to customer service and left me on hold for an hour. I hung up and called their other number *************). The man who answered tried to stonewall and then sent me to an endless customer service hold line. I hung up after 20 minutes.

  Business Response

  Date: 11/28/2023

  To Whom This May ***************** have searched our system by your name, address, and the phone number you provided. We cannot find you in our system.

  We want to help you get this issue resolved quickly. It could be another company has your information and also uses the same billing company. If you would call our customer service department @ ************ we will gladly help you get to the bottom of this.

  We apologize for any inconvenience.

  Customer Answer

  Date: 11/28/2023

  I would like to withdraw this complaint. I realized that my contract was with a separate business known as Endurance. I contacted the relevant parties to cancel this contract. I mixed up the two because I had received mail from Eleras as well on the same issue. Because this is a matter of mistaken identity, please withdraw the complaint.

  Business Response

  Date: 12/18/2023

  Please see where the customer has with drawn the complaint for **********************. He had our company mixed up with another. See additional comments.

  Additional Comments from Consumer:
  I would like to withdraw this complaint. I realized that my contract was with a separate business known as ________. I contacted the relevant parties to cancel this contract. I mixed up the two because I had received mail from Eleras as well on the same issue. Because this is a matter of mistaken identity, please withdraw the complaint.

  Customer Answer

  Date: 12/18/2023

  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:11/17/2023

  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 am writing to express my concerns about Eleras Automotive Group's services. My sister, battling debilitating cancer (peritoneal carcinomatosis), facing challenges due to the company's handling of a dual-warranty situation. Health Implications: Her health issues, coupled with intense chemotherapy, make checking her mailbox physically demanding. Living in an apartment, the process is arduous due to treatment effects. Online billing and infrequent mail are the norm, minimizing her mailbox visits. Chronology of Events:April 17: Initiation of a Vehicle Protection Plan under the impression her original warranty which she paid cash for expired. Deposited $175, paid $180.21 mo. thru Eleras.July 10: I discovered my sister's dual warranties while paying her bills; she canceled Eleras plan used notary, and certified mail.September 28: **** assured a $548.63 reimbursement; advised **** business days for a check.October 12: ***** advised waiting for potential mail delay; check processed but not immediately mailed. October 23: ***** suggested checking back for possible check cancellation and reissue. November 9: ***** promised check cancellation and reissue; expected delivery by November *****. November 10: **** confirmed cancelation of check #****, reissued for November 17, 2023; expected delivery by November *****. November 17: ******* confirmed check #**** processed for mailing; spoke to *****, who clarified a refund note for November 17, 2023, and the reissued check shared the same number, expected by November 28. Continuous Delays and Inconsistencies: Eleras provided new dates, causing stress. The promised resolution hasn't materialized, worsening her situation. BBB and ****** Rating: Eleras holds a D rating with 204 ****** reviews at 1.4, mirroring my sister's subpar experience. Request for Intervention: I urge your intervention to promptly address this matter. A formal complaint will shed light on issues, assisting my sister and alerting consumers.

  Business Response

  Date: 11/20/2023

  To Whom This May ***************** have pulled your account to see what was going on and why you were not receiving your refund checks. Please be aware the first check was mailed on 9/28/2023. You called at a later date and did not receive your refund. We had to make sure no one interveined and took the check from you. That is a process and we understand the frustration of waiting on a refund due to you.  We mailed a check out on 11/9/2023 and that was lost or never received. Our representative verified the address we have on file and we put a stop payment on that check and another check was issued on 11/17/2023.

  I want to assure you, we are not holding onto your money. We have written a total of three refund checks. We have no control over the United Postal System. Please give it a week or two for the last check to arrive.

  We certainly appreciate your patience.

  Thank you.

  Customer Answer

  Date: 11/24/2023

  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. My sister received her check on Wednesday the day before Thanksgiving so we are grateful.  Thank you.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/16/2023

  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.

  A manager, *********************, admitted to me over the phone that their company policy is that they have to ask customers for an email address. They did not ask for mine so I never received emails from them. They also never confirmed I received the cards or the packet. I was being secretly charged for six months without my knowledge. They never sent me invoices nor emails. They never contacted me. Their representatives were very rude and made rude comments on my financial wellbeing.

  Business Response

  Date: 11/21/2023

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

  We asked our **************************** to review this call.

  When you called in on 5/3/2023 a representative went over the coverage with you and you mentioned you were military, they dropped the price for you. You asked questions regarding the coverage and seemed to be pleased with the protection you were receiving for your vehicle.   The representative then went over the cost to activate the coverage and the cost of the monthly payments. You asked what the total cost would be. After discussing the coverage the representative asked for your  authorization to run the down payment and also your voice authorization for the 24 monthly payments that would be automatically drafted from the credit card you put on file.

  We did try reaching out to you multiple times in June. We left voice messages asking you to return our call.

  We have no way of knowing if a consumer has received their booklet or not. These are mailed through the USPS. 

  I want to assure you this account has been canceled effective 11/16/2023.

  We apologize for any inconvenience.

  Thank you.

  Customer Answer

  Date: 11/22/2023

  Complaint: 20881515
  
  I am rejecting this response because:
  I have spoken to Retention Manager ********************* and he has agreed to issue a refund to me. I have sent in a notarized letter for said refund. I want to be notified when this letter is received and when my refund is being processed. My latest interactions with representative ******* and ********************* was very disappointing. They were very rude and tried to persuade to me to keep making payments instead of hearing and responding to my requests.
  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/13/2023

  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 back on at the beginning of this year I have been getting letters in the mail for vehicle warranties; First of all I do not own a vehicle; and secondly I have never dealt with this company before. Back in June I called the number and spoke to ***** to take me off the company's mailing list; I was insured I would; As you can see back the follow up duplicate letters I was not; I consider this harassment. Please contact this company and make I no long receive any further correspondence.Thanks

  Business Response

  Date: 11/14/2023

  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.

  I want to assure you, your name has been removed from our advertising campaign. You will no longer receive any mailers from The Eleras Group.

  We are sorry for any inconvenience this has caused you.

  Thank you.