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:11/03/2023

  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.

  First, this business would repeatedly send mail and advertisements claiming to be apart of my car loan company. As I go to fill everything out, through the phone (under the impression it was part of my car loan), they give me 30 days for a refund or cancel. I call within that time frame and try to cancel the plan. The man on the line was rude and would not let me finish my sentence. I apparently had to “take his word” for the cancellation and will not be getting any verification on the cancellation. That in itself is suspicious, I then see a payment be processed to the company. I did not consent for my card information to be held for auto pay. I want the payment of $174.54 back, as I canceled within the 30 days and I should also be receiving my down payment of $99.

  Business Response

  Date: 11/08/2023

  To Whom This May Concern:

  All our calls are recorded for quality assurance.

  We had our Quality Assurance team review the call from 9/30/2023 and 10/31/2023.

  On 9/30/2023 you gave voice authorization for the down payment of $99.00. You seemed quite impressed with our sales agent as he was able to get you a great protection plan for your vehicle.

  You called back in 10/31/2023, 32 days after the effective date and requested to cancel. We respectfully canceled you account per your request. 

  The monthly payment has been chargedback by your banking institution, so you have already received the funds of $174.54. The down payment will be a pro rated refund because you called in 2 days after your full monetary guarantee.

   

  We are sorry for any inconvenience.

   

  Thank you.

• Initial Complaint

  Date:11/01/2023

  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.

  Paid for vehicle warranty $184.90/mo vehicle over heating.  Towed to shop.  Said it needs head gaskets.  File a claim said it's covered, refuse to pay cause mechanic could not prove it.  So now my vehicle is sitting at the shop.  Evercare should pay the shop not me. 

  Business Response

  Date: 11/08/2023

  To Whom This May Concern:

  We spoke with our claims department and here is what was their findings are:

  The Tech from the repair facility stated that they cleared the codes before the inspector had arrived as part of the diagnosis. The engine had a newer water pump and thermostat. The repair facility  pressure tested the cooling system and no external leaks were found. They used a bore scope to look into cylinders 1,3,and 5 and no coolant or raw coolant was seen, they let the vehicle sit for 10 minutes and there was no change. No intermix in engine and no failures confirmed. The claims department did advise you and the repair facility if they can send pictures or videos of a failure then our claims department would re open the claim but nothing has ever been received. No failure shown so this claim was denied.

  We are sorry for your inconvenience.

   

  Thank you.

• Initial Complaint

  Date:10/13/2023

  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.

  This company is sending me unsolicited advertisements at my home address in full violation of FTC guidelines. It took me days just to find out who was behind this mail as they didn't even have the decency to put their actual company name on the mail. It literally had no return address! They keep sending someone who doesn't even live here notices about a car warranty on a car that I never heard of! I demand that this company remove my address from their (or their third party whoever manages their shady marketing) immediately from this list! I will file a complaint with my attorney general's office if these harassing letters keep showing ** in my mailbox! The customer ID on the letters is: **********

  Business Response

  Date: 10/17/2023

  To Whom It May **************** want to assure you that your name has been removed from our mailing list.

  Please be aware there are other companies that *** send you advertisements for extended coverage for your vehicle but it will not come from The Eleras Group.

  We are sorry if this has caused you any inconvenience.

  Thank you.

  Customer Answer

  Date: 10/18/2023

  Thank you BBB, I have read the response of the business in reference to complaint ID ********. They stated that my information has now been removed from their marketing list. If this is correct, then I have no further issue and accept the resolution of this case. Thanks. 
  

• Initial Complaint

  Date:09/21/2023

  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.

  I bought a 2023 ****** that has a full 10 year warranty from ******. Yesterday I received a SCAM letter, attached, which states that "you have not contacted us to have your vehicle service contract activated." Letter continues with threat of having to pay for repairs. Sounded like a scam so I called their # ************ and got "******" who did not identify company, and when I asked if he is part of ****** he replied they are part of ****** which I know is a lie. After several requests he said it's Alaris Automotive. I said that I already have full warranty through ****** and this letter is misleading and is not part of ******. He called me a "smart ***" and when I said you just escalated this by your behavior and I want a supervisor he said "I am the supervisor". He said you don't know how this works and you're being stupid. Again asked for his supervisor and he refused and continued to swear at me. I hung up. I want this company to be stopped from sending misleading information to me and other new car consumers. And to be shut down.

  Business Response

  Date: 10/16/2023

  To Whom This May Concern:

  Thank 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 certainly not the level of service we strive to provide.

  We apologize for any condescending or demeaning attitude  you encountered while speaking with our representative. This behavior is completely unacceptable and does not reflect the standards we hold ourselves to.

  All calls are recorder for quality ***urance and we would like to ***ure 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 feedback is valuable to us as it helps us to improve our services. We apologize for any inconvenience caused.

  If you have any further concerns or would like to discuss your experience in more detail, please feel free to reach out to us at ************.

  Thank you for bringing this to our attention.

• Initial Complaint

  Date:09/13/2023

  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.

  Receiving frequent notices which appear to be from our car manufacturer and infer we are losing our warranty coverage. Called the number and reached the voicemail of this scammy business. Cease and desist further mailers and contact attempts immediately.

  Business Response

  Date: 09/14/2023

  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.

  We apologize if this has caused you any inconvenience and want to assure you that your name has been removed from our marketing campaign.

  Thank you.

• Initial Complaint

  Date:09/13/2023

  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.

  Receiving frequent notices which appear to be from our car manufacturer and infer we are losing our warranty coverage. Called the number and reached the voicemail of this scammy business. Cease and desist further mailers and contact attempts immediately.

  Business Response

  Date: 09/14/2023

  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 @ ************ they will gladly assist you with removing your name from our advertising campaign.

  We are sorry for any inconvenience.

  Thank you.

• Initial Complaint

  Date:09/07/2023

  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.

  I was swindled into this scam when somebody in my household thought it was a letter from my official car manufacturer. It looked like an official letter with all of my information, and looked exactly like the warranty program I had ALREADY PURCHASED with the car. This business told me that this was in fact that same warranty, but I had not yet activated it, and they needed to charge a one time fee to activate it. Everything seemed very official, but once I got off the phone, I realized that none of it made sense. They also now have access to my bank information and I will be contacting my bank tomorrow. I want my money back immediately and to be removed from anything to do with this company. This should be illegal!

  Business Response

  Date: 09/11/2023

  To Whom This May Concern:

  At The Eleras Group, we take pride in offering transparent and legitimate services to our customers. We do not require any down payments or monthly payments for nothing. We understand your frustration, but we assure you that your perception does not align with our business practices.

  All our calls are recorded for quality assurance and we are having  the call reviewed for quality assurance. We want to assure you if there is anything misleading on this call it will be forwarded to the proper department. Please call our customer service department @ ************ and they will gladly assist you with your contract.

  We apologize for any inconvenience.

  Thank you.

   

  Customer Answer

  Date: 09/12/2023

  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. I have been refunded. 
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:09/06/2023

  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.

  This organization recently gave me something in the mail that I know for a fact is dishonest. Despite the fact that they have not sent me any mail prior to this notification, it indicates that this is their final effort to contact me. It also states that this is their final attempt to notify me. Although there is a section of the mailer that specifies that the document in question is a registration fee voucher rather than a check, both the front and the back of the document are designed to give the impression that they are checks. The letter also generates a feeling of urgency by include several notifications to call the organization quickly, which is something that is commonly seen in scams and other types of fraudulent activities. On the paper is says they are open from 7am-7pm, tried to cancel and they would not allow me to cancel because the stated I needed to call customer service.

  Business Response

  Date: 09/07/2023

  To Whom This May Concern;

  I want to assure you, The Eleras Group takes pride in offering transparent and legitimate services to our customers. We genuinely value your feedback and would appreciate the opportunity to address your concerns.

  Please reach out to us at  ************, so that we can discuss your experience further and work towards a resolution.
  Customer service is open M-F 8-5 cst.

  Best Regards,

  Eleras Group

• Initial Complaint

  Date:09/06/2023

  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 keep getting notices that if I don’t activate a service contract that my warranty will be terminated. I have a warranty with my dealer. The letter starts out with Immediately response requested!! I would like them to stop sending me these letters. Ty

  Business Response

  Date: 09/07/2023

  To Whom This May Concern:

  If you will call our customer service department * ************, they will gladly assist you with removing your name from our marketing campaign.

  We are apologize for any inconvenience.

  Thank you.

  Customer Answer

  Date: 09/07/2023

  It is ripped. Because my husband called them and wanted to know why they keep sending these letters…..  and than he hung up. We are just so tired of it.. ty

• Initial Complaint

  Date:09/05/2023

  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 connected with them either April or May of this year. I changed my mind because I did not feel good about the company. I spoke with them in June and they asked if I sent a letter. I asked for a fax number. I wrote the letter and sent it via *****. I waited to early mid July. I called the business requesting that I did not receive my refund. I gave them the confirmation number from FedEx. They stated that they did not have a fax number. I waited another four to six weeks and they informed me that my refund would be refunded by the end of July. I spoke to someone by the name of **** and he also stated that it would be four to six weeks before the refund would be issued. **** then stated that he allowed me not to have to submit a letter and I should be issued my refund by the end of September. I have not received the money. I would like to be refunded in the amount of of $320.00.

  Business Response

  Date: 09/05/2023

  To Whom This May Concern:

  We apologize for the delay with your refund. It looks like we had originally sent the refund to the address on file, but we did not have the apt number. I want to assure you, your refund will go out this Friday, September 8th.

  If you would like you can callour office and they will have a check number for you on Friday. The customer service number is ************. 

  We are sorry for any inconvenience.

   

  Thank you.