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:04/12/2023

  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 harassment with their garbage scam company non stop harassment and a campaign of terrorizing scam behavior against me and my husband, I have repeatedly asked them to stop harassing me non stop

  Business Response

  Date: 04/13/2023

  Hi **********

  we have removed your name from our mailing list. Please be advised that other companies may send you advertisements that  like look  ours.

  We are sorry for any inconvenience.

  Thank you.

  Customer Answer

  Date: 04/13/2023

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

• Initial Complaint

  Date:04/10/2023

  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 have ask this company 5 times to stop mailing me junk mail. Our vehicle has 3,500 miles on it.

  Business Response

  Date: 04/17/2023

  To Whom It May Concern-

  we have removed your name from our mailing list. Please keep in mind there may be other companies that will mail out advertisements or marketing mail that look like ours but please be assured they will not come from The Eleras Group.

  If you have any questions, please feel free to reach our customer department @ ###-###-####.

  We are sorry for any inconvenience.

  Thank you!!

• Initial Complaint

  Date:03/17/2023

  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.

  Eleras Automotive Group does not practice ethical advertising which preys on the elderly. My father, ******, has dementia and keeps signing up for auto insurances that I have to cancel. I am having his mail forwarded to me to curb this process. Every week I receive a flyer that has no company markings. It says, "Motor Vehicle Notification" in bold red. It will then have the make and model of the car with a customer ID number. To the side it says, "PLEASE CALL NOW" in bold red. On the back in bold red it states, "EXTREMELY URGENT AND TIME SENSITIVE". Then it has the name of my father and says "Our records indicate you have NOT contacted us to update the vehicle protection on your car...". When I first received this in the mail it looked like it was from the *** but upon closer scrutiny, it is obviously a way to scare older drivers in thinking that they are delinquent. I have called twice (the first time it was forwarded to me and the second time they already had my dad's new address). The customer service representatives are friendly and tell me that they have taken my dad off the list but the flyers keep coming. I had to ask them who the company was because there is no listing of it on the flyer.

  Business Response

  Date: 03/20/2023

  Hello ********-

  I want to assure you that your father's name has been removed from our mailing list. We do not make any out bound calls so no need to worry about our company trying to reach out to to your father. Please be aware there are other companies that *** try to  contact your father either by mail or phone.

  You father's name has been removed from our mailing list.

  We apologize for any inconvenience.

  Thank you.

  Customer Answer

  Date: 03/22/2023

  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:03/16/2023

  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 an unsolicited and official looking letter (dated 1/25/2023) with phrases like "IMMEDIATE RESPONSE REQUESTED", "Official Business", "Penalty for Private Use, $300", and other pressuring verbiage to make it sound like I needed to call the number provided to enroll in, and pay for, this coverage. Nowhere on the document did it provide the company name or address. I called the number, *************** (on 3/16/2023) and the representatives were reluctant to give out the company name or address, however, they were happy to try to take my downpayment of $149 and monthly payments of $142 for 24 months. When I requested they remove my name from their list, they hung up on me. Eleras should be ashamed of their coercive and deceptive marketing tactics. This "coverage" is a scam and preys on elderly and vulnerable people.

  Business Response

  Date: 03/17/2023

  To Whom It May Concern-

  all calls are recorded for quality assurance. We reviewed the call you mentioned on 3/16/2023 where you called into our office. Our representative gave our name, Eleras Group and the address when you requested it. To say our representative hung up on you is very misleading. Once you requested to be removed from our mailing list you disconnected the call. Our representative did not hang up on you. 

  I want to assure you, your name has been removed from our mailing list.

  Thank you.

   

  Customer Answer

  Date: 03/17/2023

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

  It's good to hear my name will be removed from your mailing list, however, I also requested you cease your predatory and deceptive marketing tactics.  Have you done that?

  In regards to "Once you requested to be removed from our mailing list you disconnected the call.", this is not true.  The representative disconnected the call as soon as I requested to be removed from the list.  Also, yes, they finally gave me the requested information (that's how I knew where to direct this complaint), however they were reluctant.  None of this really matters, however.  What I really want is for your business to stop taking advantage of people.

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

• Initial Complaint

  Date:03/13/2023

  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.

  Eleras Auto Group (homebase is in Missouri and I am in Florida) contacted me back in August after I bought my car as if they were with the dealership. I found out recently they arr not affiliated after speaking with my financial person at my dealership. I have after 7 payments decided to cancel due to the belief they are scamming me. Their contact with me was a letter in mail initially. I spoke with a representative who told me I would have to send a letter to them for canceling and I may or may not receive a refund "pro-rated" as stated in contract. I am concerned about my information being given to others as they want my personal information in a letter sent to them for cancelation, and saying it could take 60-90 days concerns me. I feel that they have taken my money and are unethical and have no palms to return anything or cancel contract. In the past I have asked them to send me documents for coverage of which I never receive even though my address is correct on file. This is another reason I believe it is a scam company. I want to ensure my money is returned and contract stays canceled. I also want to ensure they do not do nefarious things with my name or car. I have attached the original contract with my policy number on it. I have contacted their pay servicer and they have noted the suspension of billing but have said this is separate from Eleras themselves. Please handle. I do not want to send a letter in mail and I fear this could be problematic.
  
  Thank you

  Business Response

  Date: 03/14/2023

  To Whom It May Concern-

  The Eleras Group is not a scam.  Eleras Group provides coverage through some of the  best administrators in the protection plan industry.  We work with dealerships and shops across the country for customers break down coverage. At Eleras Group we strive to provide exceptional customer service and customer satisfaction.

  The customer representative you spoke with requested the letter of cancellation because this is required for a pro rated refund, per the terms and agreement of your contract. The representative is not aware if claims were paid out or how much the refund would be.  The refunds are handled by an entirely different department. I want to assure you the representative was not trying to be evasive with you at all. They simply do not know.

  Your account has been cancelled effective 3/13/2023 when you called in and requested the cancellation. Please send in the necessary documentation and we will send you, your pro rated refund. It does typically take anywhere from 45-60 days after we receive your letter.

  We apologize for any inconvenience.

  Thank you

  Customer Answer

  Date: 05/09/2023

  I have canceled my contract with this business on March 13th. I have called several times to find out information on refund, and have sent the letter required for refund (received in March). The last person I spoke with gave me a time frame and amount for refund and now I am being told that time frame is extended and they do not know the amount now. I feel this is deflective and that they have no intention of refunding my canceled policy. I am owed money and began a contact with this company on terms that were sold as not fully true in the beginning. I expect to have a refund my May 27 as I was told, which would meet the ***** day requirement. I am being told different things now. It seems nonsensical to me. Given the current ratings for this business, customer service is not handled properly. I feel this company if I were to call back in three weeks would sale me a different story. They cannot even tell me an owed amount now, when I was told two weeks ago the amount. I was told by the woman on phone just this morning that that worker I spoke with before who told me this is no longer with them. So I was told a lie? I'm sure that is not appropriate to tell me these things. It adds to the concern that no refund is intended. That breaks contract fully. I do nit want to have to resort to contacting a lawyer, as contract states terms of refund. This is wholly frustrating.

  Business Response

  Date: 05/09/2023

  To Whom It May *************** It typically takes ***** days for a pro rated refund, once we receive your information. The information was received on 3/27/23 .This refund is being processsed and will be mailed out by the end of this business week.

  We are sorry for any inconvenience.

  Thank you.

  Customer Answer

  Date: 05/09/2023

  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, if the refund does not come in a timely manner, as it is supposed to be mailed out end of this week, I will be contacting again. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/28/2023

  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 started a policy with eleras or another 3rd party company. The charge says Eleras Auto Group. I called the day after paying 2/14/23 to request a refund and stop the contract from moving forward. I called again 2/21/23. They told me the policy was not canceled by the first representative and told me they cancelled it and I should receive my refund in 5-7 business days. Why did I get an email this morning about my contract and paying? I want my refund and for yall to stop my contract. I have had enough.

  Business Response

  Date: 02/28/2023

  To Whom This May Concern;

  we certainly want to apologize that you did not receive a great customer experience with The Eleras Group.

  We do not condone this type of action from our representatives.

  The departments you spoke with, their managers are aware of the experience you had and they are taking corrective measures to assure this does not happen again.

  This account has been cancelled and refunded to the original form of payment.

  We are sorry for any inconvenience.

  Thank you.

  Customer Answer

  Date: 03/01/2023

  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.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:02/27/2023

  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.

  Repeated mailings to our home regarding a vehicle we do not own for the warranty. This is from the Eleras Group, ** License # *******. We've received phone calls as well and do not entertain them. When I did research on why we keep receiving these mailings that look threatening, victims of their scams have posted unfortunate consequences.
  
  The gist of this scam is to get people to give their account info to pay for an extended warranty. When you realize that it is not what you thought it was and try to cancel, you cannot reverse nor fight the charge. There is no warranty.
  
  The letters appear threatening that you need to contact them immediately or face some sort of fine. Then the regular print appears normal stating that it is in regard to activating your vehicle service contract due to your factory warranty having expired.
  
  It is a trifold letter, so the first part which is viewable through a window envelope appears ominous despite the recipient not owning this vehicle. Then the middle section appears normal. The bottom part with the contact info only provides a phone number ************** and TBD info regarding how long your new warranty will last for etc.... In very tiny print at the bottom of the form is "Eleras Group ** License # *******.
  
  I have no idea how to make them stop contacting us, let alone regarding a ** ***** ***** ***** which we've never owned.

  Business Response

  Date: 02/28/2023

  To Whom It May Concern:

  The Eleras Group does not make any outbound calls. We do send advertisements through the mail and if you want your name removed from our mailing list all you need to do is call the customer service department @ ************. They will gladly assist you with removing your name from our mailing list.

  I want to assure you, The Eleras Group is not a scam. We work with some of the best administrators in the protection plan industry. The administrators that we offer are all A+ rated with the Better Business Bureau and have almost 30 years of experience.

  We apologize for any inconvenience.

  Thank you.

   

• Initial Complaint

  Date:02/18/2023

  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 have a Mercedes Benz and the repair service expired and I went to "My Mercedes" and click on the information I desired for continue of service from MB, and this company and individual representing Eleras Group informed that they are with MB. I explained to them what I wanted and was told I would be expected to pay $195.00 for five months. However, when I took my car to the dealer this company was not honored nor did it cover the regular oil, rotation of tires and filter which is necessary every six months.
  Therefore, I called and they attempted to sell me another package to include what I wanted and a higher rate. I then asked then to terminate my services in November 2022, and I have sent several e-mails, and have never gotten a response. Therefore, I am asking BBG to communicate with this fraudulent company for a full refund. My account: *************** Thank You.

  Business Response

  Date: 02/22/2023

  To Whom This May Concern-

  All our calls are recorded for quality assurance. We did pull the original sales call and at no time did the sales representative advise we were with Mercedes Benz. He did advise you to take it  to a Mercedes Benz Dealership or any licensed repair facility. We have not received any emails from you regarding the cancellation of this account. If you call our customer service number at ************ they will gladly assist you.

  We are sorry for any inconvenience this has caused you.

  Thank you.

   

   

• Initial Complaint

  Date:02/04/2023

  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 is a total predatory business! Through their telemarketing arm they contacted my elderly mother and acted as if they were the Honda dealership and tricked her out of her **** number. She would have been charged $3621.85 had I not seen the letter in mail! These people should be ashamed preying on the elderly. TOTAL SCAM!

  Business Response

  Date: 02/06/2023

  To Whom This May Concern-

  The Eleras Group is not a scam and we do not prey on the elderly. This is something your mother would of called in for.  We do not make outbound calls.

  We work with dealerships across the country to help consumers pay for repairs to their vehicles.

  I want to assure you this account has been cancelled and refunded  on the day you requested, February 6th 2023. 

  If you have any questions regarding this account please call ************.

   

   

  Thank you.

   

   

   

• Initial Complaint

  Date:02/01/2023

  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.

  Received junk mail and tried to get them to let me know where they got their information (maybe dmv - maybe Subaru) - the information was very misleading and mgr very rude. I feel people don’t report this kind of abuse enough - so it continues.

  Business Response

  Date: 02/02/2023

  Hello-

  we obtain consumer information through 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 @ ************ we will gladly assist you with removing your name from our mailing list.

   

  Thank you.