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:08/31/2023

  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.

  This group just sent me a piece of mail that is objectively deceitful. It states that this is their final attempt to notify me, despite the fact that they have not sent me mail prior to this notice. There is a portion of the mail piece that states that it is a registration fee voucher and not a check, yet the front and back are clearly made to look like a check. The letter also creates a sense of urgency with its multiple notices to contact the company immediately, which is common in scams and fraudulent activity.

  Business Response

  Date: 08/31/2023

  To Whom This May ****************** letter you received is an offer to get your vehicle covered with our warranty program.

    At The Eleras Group we take pride in offering transparent and legitimate services to our customers. We are sorry to hear that you had a negative experience. However, we would like to clarify that we do not operate in the manner you described.

  Per your request, you name has been removed from our mailing campaign.

  We are sorry for any inconvenience.

   

  Thank you.

  Customer Answer

  Date: 09/01/2023

  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.
  

  However, the companys statement in their response about not operating in a deceptive manner is not true to reality. If this company does not feel that their advertisements are misleading and deceptive, they would do well to consult with outside parties to gather accurate feedback.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/30/2023

  Type:Delivery 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 a deceptive letter suggesting my car warranty was expiring and needed to activate my vehicle service coverage. Called the number thinking it was the car company only to be deceived into signing up for their third party vehicle service contract. I already have coverage by my car company, and this auto group deceived me into setting up a payment plan for something I did not need and do not want. I want the plan canceled and all of my information removed.

  Business Response

  Date: 09/01/2023

  To Whom This May Concern:

  Thank you fro sharing your concerns about our company, The Eleras Group. We are sorry to hear that you had a negative experience. However, we would like to clarify that we do not operate in the manner you described.

  At The Eleras Group, we take pride in offering transparent and legitimate services to our customers.

  You account has been cancelled effective 8/31/2023 per your request when you spoke to our customer service agent.

  We are sorry for any inconvenience.

  Thank you.

  Customer Answer

  Date: 09/04/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The business is claiming my description of how they operate is false, but my account is accurate. Included is the deceptive letter I received making it seem like my vehicle warrantee was expiring with my car make and model on it. 

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

• Initial Complaint

  Date:08/28/2023

  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 company has fraudulently send me letters in regards to factory warranty for a car that I do not own and never have owned in my entire life they request that I call and verify my private information they have my name and address but they want to verify other information that requires me to give them financial access with the sum of money anywhere from $300 to 2,500. They are fake warranties and they want you to call by a certain date to activate warranty so they can charge you and take your money for vehicles that you don't even own they claim that I own a 2020 Chrysler 300 and I've never owned that in my entire life I'm actually handicapped and unable to drive then when I call they act completely shady hung up on me twice and then didn't want to give me the actual company name I had to pull it out of them and it's a phone number that apparently responds to home equities in Scottsdale Arizona along with the automotive group. which they say is out of St Charles Missouri . When you try to look them up on the Internet they don't even have a website under the name that they give you it's a complete scam and I'm not quite sure how they got my information including my home address but people need to watch out because obviously they've been doing this for a while and they could have got me for over $2,500 if I hadn't paid attention. There should be criminal action taken against him for doing this this is absolutely absurd and the fact that they're getting away with this with home equities loans and automotive warranties who's to tell how much money they've been taking from innocent people.

  Business Response

  Date: 08/29/2023

  To Whom This May Concern:

  We are sorry to hear about your negative experience and we appreciate you taking the time to bring this to our attention. We value your feedback and want to assure you that we take it seriously.

  However, we would like to clarify that The Eleras Group is a legitimate company that provides warranty services.

  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 are sorry if this has caused you any inconvenience.

  Your name has been removed from our mailing campaign.

  Thank you.

• Initial Complaint

  Date:08/23/2023

  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.

  Company has repeatedly contacted me via mail, email, and telephone to attempt to sell me warranty vehicle coverage. I continue to receive emails despite unsubscribing, and when I ask callers to place me on their do not call list they hang up. When I call them with the same request they hang up. When I ask to speak to a supervisor they hang up. I’m tired of them hassling me.

  Business Response

  Date: 08/25/2023

  To Whom This May Concern:

  The Eleras Group does not condone rude behaviour.

  If you would call our customer service department @ ************ the customer service manager will gladly assist you with removing your name from our marketing campaign.

  We will have these calls reviewed by our quality assurance team and will take the corrective action to assure this does not happen to other consumers.

  We are sorry for any inconvenience.

  Thank you

• Initial Complaint

  Date:08/23/2023

  Type:Delivery 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 a fraudulent letter about activating a vehicle service contract for a car that I do not own. In fact I have never owned a Hyundai Accent 2020. When I called the customer service phone the person was extremely rude and brushed it off as an administrative error. I'm concerned about how many these go out to vulnerable people who would fall for their scam.

  Business Response

  Date: 08/24/2023

  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.

  Your name has been removed from our mailing list.

  We are sorry for any inconvenience.

  Thank you.

  Customer Answer

  Date: 08/24/2023

  Complaint: ********
   
  
  I am rejecting this response because: it does not address the two issues I raised (1) deceptive marketing materials. The document I received did not have a company name and wad designed to look like an official letter in a threatening manner to imply dire consequences if I didn't respond. 

  (2) The unprofessional customer service when I called. The person did not care that I had received an erroneous letter and wad extremely rude. He also didn't care when I said I would file a complaint. 

  The issues with this company go beyond just me. It's a systemic issue that needs to be addressed. Simply removing me from their mailing list is not sufficient.

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

  Business Response

  Date: 08/25/2023

  To Whom This May Concern:

  Our marketing campaign is  a way for consumers to extend coverage on their vehicles to prevent them from paying for costly repairs in the event of a breakdown. We do not mean to cause any consumer an inconvenience.

  As far as the rude service representative you spoke with. We are having our Quality Assurance team review the call from 8/23/2023. 

  The Eleras Group does not condone rude behaviour from any of our team members. Rest assured this incident will be investigated and sent to the proper department. That department will take the appropriate action to prevent any such incidents in the future.

   

  Once again we are sorry for any inconvenience.

  Thank you.

  Customer Answer

  Date: 08/25/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  The response doesn't address how they will structurally change their deceptive marketing strategy. I have also filed a complaint with the MN Attorney General's office for them to determine if the company violated any state laws. 
  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:08/21/2023

  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.

  This company send phishing letters stating the vehicle factory warranty has expired and I'll be responsible for paying for the repairs and urging that we contact them immediately for an extension.
  I want them to remove my information from their system immediately.

  Business Response

  Date: 08/22/2023

  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 marketing campaign.

  Thank you.

  Customer Answer

  Date: 08/22/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I am not calling anyone to remove MY personal information which I never asked or allowed you to use. Remove my information from your system immediately!
  
  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 08/23/2023

  To Whom This May Concern:

  Your name has been removed from our mailing campaign.

  We apologize for any inconvenience.

  Thank you.

• Initial Complaint

  Date:08/20/2023

  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 keep getting annoying mail about a car I don't own

  Business Response

  Date: 08/21/2023

  To Whom This May Concern:

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

  We apologize for any inconvenience.

   

  Thank you.

• Initial Complaint

  Date:08/19/2023

  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 keeps emailing me soliciting using a previous last name I had and for a car I have never owned.

  Business Response

  Date: 08/21/2023

  To Whom This May Concern:

  We obtain consumer information froma 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 marketing capaign.

  We are sorry for any inconvenience.

  Thank you.

• Initial Complaint

  Date:08/17/2023

  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.

  Received a deceptive letter on 8/17/23 claiming that I had not contacted them to have my vehicle service contract activated. The letter is deceptive in the sense that it eludes to being from my car's manufacturer. Please refrain from sending me any future mailers and remove my contact information from call lists.

  Business Response

  Date: 08/21/2023

  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.

  Please call our customer service department @ ************ and they will gladly assist you with removing your name from our marketing campaign.

  We are sorry for any inconvenience.

   

  Thank you.

   

• Initial Complaint

  Date:08/16/2023

  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.

  This firm is well aware **** ***** the policy holder is elderly, does not own a car and is confused about the continuous calls looking to collect on an auto policy. Their predatory collection methods and hard sell of policies to naïve and vulnerable older citizens is unconscionable.

  Business Response

  Date: 08/17/2023

  To Whom This May Concern:

  I want to assure you The Eleras Group does not make any out bound calls. This is something the consumer would have called The Eleras Group for. We do not prey on naive or vulnerable older citizens. 

  I do see where this account has been cancelled as of 8/16/2023.

  We are sorry for any inconvenience this caused.

  Thank you.

  Customer Answer

  Date: 08/17/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:  they have made dozens of outbound calls to ****.   I want them to purge her phone number AND her address from their database.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 08/17/2023

  To Whom This May Concern:

  This account has been cancelled per your request.

  **** will not receive any calls from The Eleras Group.

  We are sorry for any inconvenience.

  Thank you.