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:05/30/2023

  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.

  non stop harrasing and scam like behavior mis leading mailers no address no name I have repeatedly asked them to stop via phone calls and BBB complaints and atty general

  Business Response

  Date: 06/05/2023

  Hello *********.

  I want to assure you that we have removed your name from our advertising campaign.

  You no longer are receiving any mail from The Eleras Group.

  Please keep in mind that other companires may mail out advertisiements to you that resemble ours, they are not from The Eleras Group.

  We are sorry for any inconvenience.

  Thank you.

  Customer Answer

  Date: 06/05/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Because of constant harassment and mailings from this immoral SCAM GARBAGE company , they are liars and have still to continue to HARRASSING me and my husband when I have repeatedly asked them to stop
  
  
  
  
  
  Sincerely,
  
  
  
  ********* ****

  Business Response

  Date: 06/08/2023

  To Whom This May Concern:

  I want  to assure you, you are no longer receiving any advertisements from The Eleras Group. Your name has been removed from our mailing list, Please make sure the advertisements youare receiving are not from another company.

  Eleras Group is not calling, we DO NOT  make any outbound calls and you will not be receiving and advertisements from our company.

  Thank you.

• Initial Complaint

  Date:05/17/2023

  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.

  I called to cancel the account since I can not pay for the fee. I was told I would get my documents in the mail and I still have not received the paperwork. I paid the bill but then received the next bill in May and it hasn’t been that long since I made the first payment I no longer wanted to receive calls or text and it’s been constant harassment. I would like to be removed from the system.

  Business Response

  Date: 05/19/2023

  To Whom This May Concern: 

  If you call our customer service department @ ###-###-#### we will assist you with what needs to be done.

  I see where you called in on 5/19/2023 and the representative at that time moved your due date for you, per your request.  We are a little confused as to why you would file a complaint when we assisted you with your request.

  If there is anything else we can do for you, please do not hesitate to call us.

  Thank you.

   

   

• Initial Complaint

  Date:05/16/2023

  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.

  Only had extended warranty for 3 weeks I want to cancel and recieve my money back they said I had 30 days to cancel I wanna cancel. I wish not to proceed with company. Please return my money back timely fashion I am canceling my extended warranty

  Business Response

  Date: 05/16/2023

  To Whom It May Concern:

  If you call our customer service department @ ###-###-#### they will gladly assist you with this.

   

  Thank you.

• Initial Complaint

  Date:05/15/2023

  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.

  Eleras started billing $137 per month in February for coverage we never agreed to. They misrepresented who they were on the phone to get the credit card number, then never send any information to us regarding the plan. I have cancelled the account with Eleras, but I would like to get my money refunded for all the money they charged my credit card. They refused to do so.

  Business Response

  Date: 05/15/2023

  To Whom It May Concern:

  All our calls are recoreded for qualitu assurance.

  We had our QA department review this call.

  On 1/20/2023 you called in and spoke to one of our sales representatives. The representative went over the coverage for your vehicle. He transferred you to the floor manager to see if he could get your monthly payments lowered. The floor manager was able to get your monthly payment at a  rate where you felt comfortable. The floor manager took his time  and explained everything to you.  At no  time did we misrepresent who we were.

  This account was cancelled per your request on 5/15/2023.

  I have attached a copyof the tracking information for you reference.

  If you have any questions please callour customer service department @ ###-###-####.

  Thank you.

   

   

• Initial Complaint

  Date:05/05/2023

  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 is a scam company. Their mailers are predatory and, frankly, I'm surprised they don't violate the law. I called the hotline to find out what the company was and put myself on their "do not mail" list. They were hostile about my asking questions, they clearly didn't want to answer the questions, and I was HUNG UP ON by 3 out of 4 customer service reps I spoke with, including a manager. The manager specifically said I was "not being kind" because I was asking for the name of the company. This company is predatory and openly hostile to anyone savvy enough to ask questions.

  Business Response

  Date: 05/09/2023

  To Whom This May Concern:

  All our calls are recorded for quality assurance.

  We asked our QA department to pull all calls from the number you called in on, on Friday May 5th 2023. The QA department pulled every call.

  It is their findings that when you called in on May 5th, 2023 your name was removed from our mailing list, per your request.

  You called in a second time and asked very specific questions regarding yourself, information that our representatives can not find with out the customer ID number. When you declined to give the representative that information she advised that she felt uncomfortable without knowing the ID number, and responded I do not want to give out information to the wrong person. The customer ID number is how we look up potential customers. She asked you to please call back when you want to give her the customer ID number she said thank you and disconnected the call.

  When you called back the 3rd time you spoke with another representative, asked him not to hang up on you. Then advised you wanted to be put on the do not mail list. He advised this had been done and then you asked to speak to a manager. He asked if he could put you on a brief hold and the floor manager took the call.  He introduced himself, asked how he could help you today. You said you were pretty upset, he asked for your customer ID number. You asked where we were located and the name of the company. He gave you all the information you asked for and advised your name has been removed from our mailing list, asked if there was anything else he could help you with. You then talked very belligerent to the floor manager. Our floor manager advised you were not being very nice and he is trying to assist you. He then said" have a nice day " and disconnected the call. 

  If you would like to discuss this matter further, please call our customer service department @ ###-###-####.

  Thank you.

   

   

  Customer Answer

  Date: 05/10/2023

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

  The summary of what occurred is conveniently mischaracterized, and some statements are blatantly false. For example, I was asking all representatives for information about the company, not about myself. There were absolutely no security concerns with my questions.

  You've also conveniently left out how your representatives were rude and hostile FIRST. Specifically the first, second, and the manager. To be clear: I was *hung up on* twice unceremoniously. How can anyone debate that fact?

  From the way I was originally treated, this is no surprise. I can't expect an unprofessional company to accurately represent themselves.

  I will keep a negative review with the BBB. The company rating speaks for itself, and it only serves to validate my POV on this matter.

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

• Initial Complaint

  Date:05/04/2023

  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.

  Non stop HARRASSING and non stop harassment from this SCAM GARBAGE company , I had reported them and contacted 3 weeks ago and they have continually HARRASSING me despite me asking them to stop

  Business Response

  Date: 05/05/2023

  To Whom It May Concern-

  we have removed your name from our marketing campaigns. You will no longer receive any mailers from Eleras Group. 

  We apologize for any inconvenience.

  Thank you.

   

• Initial Complaint

  Date:05/01/2023

  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.

  The Eleras Automotive Group has sent several letters requesting immediate action for a vehicle in which we do not own. We have told the company several times about this and to stop sending fake letters out and checks . Today 5/1/23 I spoke to ****** and told them once again to stop. This information is inaccurate and at this point harassment. They need to stop all soliciting to my address. Our next step will be legal actions against the company.

  Business Response

  Date: 05/02/2023

  To Whom This May Concern-

  I want to assure you, your name has been taken off our mailing list and no future mailings fromThe Eleras Group will be mailed to you.

  We are sorry for any inconvenience.

  Thank you.

• Initial Complaint

  Date:04/28/2023

  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 received a notice in the mail that stated my vehicle service contract had not been activated. So I called on March 31 and set it up assuming it was from my dealership, it was not. When I had time to do more research, I learned that it was a third party company and no longer wanted their services. The first time I tried to cancel, on April 14th, the woman that I spoke with tried to lecture me about my decision and asked questions for almost 15 minutes and continued to ignore my request. So I told her I would look over somethings and get back to them. Today, April 28th, I called again to cancel. The man that answered began with the same questions and I did begin to get frustrated with him because all I needed them to do is cancel my policy. He said me being frustrated with them was 'childish behavior' because there have been issue with my type of vehicle and I am not thinking clearly about it. That is my decision to make and I don't need a stranger telling me this. I will admit that I hung up because I will not be spoken to that way. I just want this company to cancel the policy they have for me. When I signed up they made it seem like it was an easy process to cancel, but it has not been easy at all.

  Business Response

  Date: 05/01/2023

  To Whom It May Concern-

  All our calls are recorded for Quality Assurance.

  We did have the QA department review this call.

  It is the representatives job to get to the question why a customer wants to cancel coverage, especially when the coverage is so new. However we do not condone rude or bullying behavior. I want to assure you this matter will be handled very proficiently. Please call the customer service department @ ###-###-#### and ask to speak with the customer service manager, Craig Smith he will help assist you with this account.

   

  Thank you.

• Initial Complaint

  Date:04/19/2023

  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.

  I received a letter from this business, I called after hours as that’s when I first opened my mail. I’m not sure where you get your information but I DO NOT own the car listed on the letter, made me think someone was able to open a loan out in my name. This is a shameful tactic to use! I never owned a car in that year OR that model.. Mind you they don’t even MAKE ALTIMA COUPES IN 2018…. This is trash. Never consider to send me mail again. Thank you.

  Business Response

  Date: 04/20/2023

  Hello-

  we apologize for any inconvenience this mailer has caused you. This is an opportunity to help consumers protect their vehicle's from costly repairs.

  Please call our customer service department @ ************ and we will gladly assist you with removing your name from our mailing list.

  Again we are sorry for any inconvenience.

  Thank you.

   

• Initial Complaint

  Date:04/17/2023

  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.

  After I had the warranty set up I talked to an associate and I told him what the problem was with the vehicle that I have he said that I could take it to any mechanic pay my deductible and the warranty will take care of it.. now it is about a week later I talked to another representative from this company and he told me that the other guy said that in there and that it was not true that the warranty is valid only if the problem that I have while the warranty was in place and it has next week would be 30 days. I was told to go back to the dealer where I purchased the vehicle and have them fix it cuz it's only been 2 months since I've had this vehicle and also how did the dealership passive inspection when I have no heat or AC in my vehicle even though it is a used vehicle but it is new to me.. since I have not paid into this warranty yet I am calling them and closing up the account I believe I was lied to

  Business Response

  Date: 04/18/2023

  To Whom It May Concern:

  We apologize for any misunderstanding. All our calls are recorded for quality assurance.  Upon review of this call the floor manager did go over the 30 day 1000 mile grace period to be eligible to file any claims and the standard $100.00 deductible.

  I do see where this account has been canceled and the refund went back to the original form of payment.

  Once again we are sorry for any misunderstanding. If you have any questions please do not hesitate to give us a call.

  Thank you.

  Customer Answer

  Date: 04/20/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  This was on the second phone call that they are referring to the first phone call did not describe what this message that they had sent from the business.. the first phone call did not disclose the thousand Miles of 30 days only when I did the follow-up did they give you all the information and this was after I had gotten all the information in the mail.. had I known that it had to be thousand miles or 30 days because most of these warranty places do not cover pre-existing problems. And beside what dealership sells a vehicle with no heat and no AC. I had it checked out when the part was broken it was at 73,000 miles when I purchased a vehicle it was 76,000  miles and some going a step further they said the mod was 76,000 when I purchase the vehicle the paperwork that I have says it was 72,000 miles on it .
  
  
  
  Sincerely,
  
  
  
  John Barrett

  Customer Answer

  Date: 04/20/2023

  The first thing they did when I first talked to them they said it was $112.20 a month and that's the lowest they could go on a hardship account.. when I did a follow-up with them when I found out about the 30 days thousand miles warranty the band talked to a supervisor and got down to $90 a month so see they miss informed me because the gal originally told me $112.20 was the lowest I could go now when the follow up with the other associate his supervisor went as low as $90 so who's telling the truth and who is giving false information