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:01/31/2023

  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.

  On January 10th, 2023, I received something about "activating car warranty" for my car. I thought it was legit. I called the number and they framed themselves as working for Tesla and acted like they knew everything about it. They requested $195 for their coverage until 2027. I realized afterwards that they are not affiliated with my car's make at all so I would like to be refunded the money. The coverage ID was **********.

  Business Response

  Date: 02/01/2023

  To Whom This May Concern:

  Eleras Group provides coverage through some of the best administrators in the protection plan industry. The administrators that we offer are all A+ rated with the Better Business Bureau. We are giving you the protection that you deserve. The Eleras Group will provide you with the right investment to save you thousands on your vehicle. 

  If you have any questions, please reach out to customer service @ ************ so we may help you with this matter.

   

  Thank you.

• Initial Complaint

  Date:01/25/2023

  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 sent a mailer to my home without indication that it was from Eleras, and branded it in such a way to make it seem that it was sent from my car dealership ********* They framed the extended warranty as something I needed to *activate* rather than *buy* which made sense because I had agreed to buy one from ****** earlier.When I called them to set it up, they repeatedly suggested that they were with ****** (they are a third party) and never introduced themselves as Eleras.When I found out I had been tricked with deceptive marketing and that the coverage I bought from them was redundant to the coverage I had already bought from ******, I called and asked to cancel with a refund. The first *************** up on me. The second said they would cancel and refund but they never did.They are liars and thieves. All online reviews for them say as much.I would like my "warranty" cancelled and my down payment refunded. And if possible, their license to operate revoked.

  Business Response

  Date: 01/26/2023

  To Whom It May ******************* account has been cancelled and was refunded to the original form of payment on the date you called in and requested cancellation on January 23rd, 2023.

  We are sorry if this caused you any inconvenience.

  Thank you.

  Customer Answer

  Date: 01/26/2023

  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.

  Although, by the looks of it, you guys are misleading lots of people.

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

• Initial Complaint

  Date:01/21/2023

  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 named, Eleras Auto Group keeps sending me spam mail every month. With a fake looking check attached, stating “Our records indicate that you HAVE NOT CONTACTED us yet to get your coverage up to date”. HAVE NOT CONTACTED in all caps and bold font, as if they are yelling and threatening me or they own the loan to my vehicle and I have a responsibility to them. Who the **** is this scam company, which stole my mailing information, think they are. I have never contacted them to do business with them, and it is NOT a law in my state that says that I have too!
  On January 21, 2023 I called the number listed on the scam document that has no company name, address or logo on it (scam alert), and got a rude nasty female Eleras customer service representative who began screaming on the phone, which Eleras allows their CSR’s to do according to the BBB reviews, alerting me that this is a scam.
  I began screaming back at the witch. For me CSRs screaming and rudeness means Scammer WAR.
  I called back 4 times and spoke with several different CSR’s, the 2nd CSR stated the wrong car to me, asking if I had a Honda Pilot, which I don’t own (scam alert), another stated he had the vin number to my car, as if he was saying, I have the power to steal your vehicle because I have your address (scam alert), and I gave him a verbal beat down, for being targeted by this scam company trying to put fear in me.
  If ”All our calls are recorded for quality assurance” as stated on Eleras mailers, why are Eleras CSR allowed to fly off the handle, if you ask them “How did you get my name, address and phone number”. Eleras Auto Group remove me from your mailing list. Do not ever contact me gain. You know who I am and I know who you are too!
  Let this be a warning to Eleras Auto Group. I am not the one! Don’t steal my information and send me threats, for I WILL THREATEN AND HARASS YOU BACK!!!
  And, Thank you for letting me know that you have my vin number, if my car is ever stolen Eleras Auto Group will be the first one I notified the police and FBI to blame.
  cc: State Attorney General

  Business Response

  Date: 01/23/2023

  To Whom It May Concern-

  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. Your name was removed from our mailing list after the 1st time you called in and requested your name be removed.

  Thank you!!

• Initial Complaint

  Date:01/10/2023

  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.

  Eleras group takes $108 to started and $169 !!!! They misleading you and don’t tell you their policy until they deny your claim! Give , the up most lies of they policy! Then , want give a pro - rated your refund! They need took be took court!

  Business Response

  Date: 01/11/2023

  To Whom It May Concern:

  We are sorry you feel that you were being mislead regarding your coverage. After further review of the sales call the rep did mention the 30 day and 1000 mile grace period along with the 30 day full money back guarantee.

  It also states this in your paper work, by the terms and conditions. 

  This account has been cancelled effective 1-10-2023, no further money will be deducted from your account.

  We are sorry if this has caused you any inconvenience.

   

  Thank you!

   

• Initial Complaint

  Date:01/09/2023

  Type:Billing 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.

  As an elderly individual for whom English is not a first language, I was sold home and car maintenance programs under the guise that I was actually purchasing insuranceupon being informed of the fraud by my daughter, I called and tried to cancel the home and car maintenance plans, but they constantly continue to badger and harass as to why i am canceling and then hang up or put me on hold and never actually cancel the plansan especially aggressive individual named **** was actually frightening to speak toplease help me.

  Business Response

  Date: 01/10/2023

  To Whom This May ******************* account has been cancelled and no further payments will be drafted from the account.

  If you have further questions, please call customer service @ ************.

   

  Thank you!!

  Customer Answer

  Date: 01/11/2023

  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:12/30/2022

  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.

  We have received MULTIPLE letters from this company, stating that the "vehicle service contract on your vehicle" is close to expiring. What raised my eyebrows is the fact that the last vehicle that I owned in MY NAME was back in 1995; I presently lease a vehicle! Also, back in 1995, somebody purchased a new ****** ***** in my name, so naturally I'm a bit dubious when a company sends me a letter with NO letterhead and their company name in small, bold print on the lower-left-hand side of the letter. Not... terribly professional and doesn't instill much confidence, especially these days when identity theft is as rampant as COVID. I've received numerous letters from these people, and just want them... to stop.

  Business Response

  Date: 01/03/2023

  Hi ****-

  if you call our customer service center ************* and provide us with the customer ID # we will gladly remove your name from our mailing list.

  We are sorry if this has caused you any inconvenience.

   

  Thank you

• Initial Complaint

  Date:11/22/2022

  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.

  Eleras is a scam company, now also operating under the name of ******** ********** ***. After a routine oil change and annual inspection at my local Toyota dealership, I came home to a piece of mail claiming that the warranty on my Toyota [model name] was expiring, and that I should call as soon as possible to renew it. Because I had just been to Toyota, and because I did indeed initially purchase a warranty when I first purchased my vehicle three years ago, I believed I was receiving legitimate information. I was not; I was about to be roped into a scam. Unfortunately, I called the number on the piece of mail and was enthusiastically told by a misleadingly kind representative that I was eligible to extend my warranty, and I set up a payment plan.
  
  This month, I realized that the financial institutions I bank with were continually rejecting transactions with Eleras/********. This led me to do some more research and I realized I was being scammed. I called Eleras with the number listed on "reminder to pay" emails, and a hostile agent insisted that Eleras was merely a payment agency being used by the legitimate, accredited business known as ******** ********** ***, with which I was supposedly doing business. She talked in circles, trying to prevent me from speaking, insisting I should not cancel my plan. I told her I wanted to cancel my plan and receive a full refund, and she told me this could not be done over the phone, and that I would have to write an official letter to ******** (and that I would only receive a partial refund).
  
  I flagged all future transactions with this company as fraudulent with my banks and will be getting new credit and debit cards shortly. I also disputed the transactions. If I am not able to successfully cancel my account and get a full refund with ********/Eleras, I will pursue legal action.

  Business Response

  Date: 12/01/2022

  Hello Mr. ******-

  I want to assure you we can get this matter resolved with your refund, once you send in the required documents  the representative mentioned. Per the terms and conditions of your contract these documents are needed to process the refund.

  Once you send these documents in we will start processing your refund.

  Please reach out to customer service @ ************ if you have any questions.

  Thank you.

   

   

  Customer Answer

  Date: 12/01/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: There is no contract. I was never sent a contract nor did I ever sign one. I won't be liable for a contract I never signed. Your whole operation is a scam and I have reported you to my banks. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 12/05/2022

  To Whom This May Concern-

  All our calls  are recorded for quality assurance. This was sold to the consumer on 08/09/2022.

  During the initial sales call our sales representative got voice authorization to run the down payment of $295.00 on the consumer's form of payment he provided to the representative, the consumer also  authorized the monthly payments of $238.73 for 15 months.

   On 10/13/2022 the consumer called in to make a monthly payment of $238.78 and update his credit card information.

  Per the  terms and conditions of his contract a letter of cancellation is required along with a notarized odometer statement for the refund. This was advised to the customer on 11/22/2022 when he called in to cancel.

  As of todays date this account has been cancelled effective 11/22/2022.

   

  Thank you!!

• Initial Complaint

  Date:11/14/2022

  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.

  On October 29th 2022, our 2013 Chrysler town and country van would not start due to bad alternator. I paid $673.64 to my mechanic located at **** * **** ** ** ******* **** ******** ***** **** ****** *** ************* whom did an outstanding job fixing the problem and having it ready for me the same day. As for Eleras group (EVERCARE PROTECTION) whom I have been paying them threw a paylink direct deposit every first of the month for a coverage for my vehicle in which they refuse to pay for a reimbursement claim (alternator) which is covered as printed in the service contract they provided for me at the time we purchased this fraudulent coverage. These people are disrespectful and very rude to self and my wife on numerous occasions in regarding to get reimbursed for the emergency fix on the alternator. I do have an agreement of the service contract and receipts of the work done and how much I was charged out of pocket. Iam ashamed I let this go on for this long sincerely ***** ****

  Business Response

  Date: 11/28/2022

  To whom it may concern-

  this claim was never denied and is still open. The consumer called in on 11/04 advising the representative he paid for parts to have vehicle fixed and wanted reimbursement of the monies paid out. He was transferred to the claims department.  Consumer called in again on 11/07/2022 the consumer was advised they need a copy of the repair order, parts invoice and proof of payment made to the repair facility. The consumer never provided any of the information we requested to get the reimbursement for his claim.  As of todays date this claim is still open, we just need the information requested from the claims department.

   

  Thank you.

• Initial Complaint

  Date:11/12/2022

  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.

  This company named, "Eleras Group ** License # *******", keeps sending me very misleading spam mail every month. Their flyer reads like this:Vehicle ****************** RE: Your 2022 ***** VIN: xxxxxxxxxx MOTOR VEHICLE SERVICE NOTIFICATION Coverage ID: xxxxxxx Contact Phone: ************** Notification Date: Thursday, November 3, 2022 Expiration Date: Thursday, November 24, 2022 [On the back]Dear [My Name],Our records indicate that you have not contacted us to have your vehicle service contract for your 2022 [My Car Model] activated. You're receiving this notice to ensure no lapse in warranty coverage. Call us today at **************. By neglecting to activate your coverage, you will be at risk of being financially liable for any and all repairs after your factory coverage expires. However, you still have time to activate your service contract on your vehicle before it's too late. No vehicle inspection will be required at this time."""This is a very clever scam which a lot of other people might fall for. I would like BBB to take action against this kind of sleazy business.Thank you.****

  Business Response

  Date: 11/28/2022

  To whom it may concern-

  Eleras Group is not a scam. We are a 3rd party selling agent for A rated administrators. We obtain consumer information from a 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 have taken your name off our mailing list and apologize for any inconvenience.

  Thank you.

   

  Customer Answer

  Date: 11/28/2022

  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 (only).

  
  However, for the sake of other people who might get misled by their marketing approach, please do take action against them (audit their source of info as well as see if you can charge them based on the content of their flyers). There are lots of reviews on ****** about this company and almost everyone there complains about their misleading (if not scammy) way of advertising.
  
  Thank you for your help!
  
  Sincerely,
  Phyo Thiha

• Initial Complaint

  Date:10/15/2022

  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 called this company to stop my “warranty” because I already have a electrical warranty via the people who renewed my car contract. I spoke to an ******, when I first asked her how to move forward in stopping and getting the refund I was owed just like I was told to do she says “well I don’t know who told you that, the only thing I see is expired” so I asked her where my money was going and she started getting loud telling me I was putting words in her mouth when all I said was she basically told me I’m wasting my 250.00 a month because there is nothing on file for me. I called back and spoke with another lady, at first she put me on hold to tell her friend she had got me on the phone, so I clearly knew her answers were all premature and already thought of, I started explaining to her I had oil change, wind shield, electrical and battery changes in the package I got, she gets slick and says “so you have an oil package”. She disregarded everything I said to her just to have a slick remark. They won’t let me cancel this and get my money back. & thanks to ****** shouting at me “you only paid 9 months” I now know I have paid 250.00 x 9 is $2250 and I want my money back and those agents to be trained on how to speak with people, you can’t talk to people any type of way and expect them to be nice to you ESPECIALLY when i asked ****** for a manager and she was YELLING AT ME TELLING ME SHE WAS AN ACCOUNT MANAGER. Poor customer service!

  Business Response

  Date: 10/21/2022

  Hello-

  we are sorry you feel you were not being heard when you called in to cancel. It is our representatives job to ask why you are not satisfied with the coverage so we know how to  better  assist you.

  We do not have many customer's that  want to cancel when their account is almost paid in full.  Our representative was just trying to get to the reason of why with just 6 payments remaining.

  We did review the call and feel our representative handled this call in a professional manner. The account is still active as of today's date. Per the terms and conditions of you coverage we do need to speak to you. Nothing will be automatically withdrawn from your account as the representative put your account on statements, in the best interest for you.

  We did try reaching out to you  on 10//21/2022 with no luck. Please reach out to us so we may get this matter rectified.

   

  Thank you for your time in this matter.