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:04/02/2025

  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.

  COMPANY CHARGED ME FOR AUTO PAY THAT I CLEARLY TOLD THE *** I WOULD CONTACT THEM TO SET UP IF I DECIDE TO DO AUTOPAY. CONTACTED THE COMPANY 4.1 IN REGARDS TO THE PENDING CHARGE ONLY TO BE DIS***ECTED BY A *** THAT TOLD ME WHAT I NEED TO DO. I JUST WANT MY MONEY RETURN TO NEVER DO BUSINESS WITH THIS COMPANY

  Business Response

  Date: 04/09/2025

  To Whom It May Concern:

  Thank you for reaching out to us, and we sincerely apologize for the misunderstanding and any frustration this situation may have caused. Please rest assured that we are in the process of issuing a full refund for the unauthorized charge.We value your feedback and, while we understand your decision, we hope that you will give us the opportunity to better serve you in the future. If you have any further questions please reach out to customer service at ************. Thank you.

  Customer Answer

  Date: 04/09/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. However the card that was charged by this company was closed by my bank. I would like a refund issue in a check instead.

  I do not trust giving my new bank information.
   
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 04/09/2025

  They can issue the refund to the old account. I'm sure my bank will know what to do by adding the refund to my new account. 

• Initial Complaint

  Date:03/28/2025

  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.

  They mail a letter representing they are associated with your ****** dealership. Nothing,identifies that they are selling an extended warranty and they never mention it. This on 27 Mar 2025. They billed me for ****** and said it was for 24 months

  Business Response

  Date: 04/01/2025

  To Whom It May Concern:

  We apologize for any confusion. Our records indicate you called on 3/27 and set up the policy. If you would like to cancel and get refund please call customer service at ************ and they will be able to assist you. Thank you.

• Initial Complaint

  Date:03/22/2025

  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.

  ****** ******* a representative for Eleras Auto group sold in direct negligent and false pretense an insurance coverage that he explained on a recorded line clearly stating that my 2018 ****** tacoma would be fully covered for 24 months for the total price of $ ****** dollars, In question and doubt by myself and in front of witness **** ***** *****, I asked Mr ****** are you sure this is a one time payment and not a monthly re occurring payment for coverage!!??? And Mr ****** clearly stated several times that this Auto policy is a one time payment for 24 months and only one payment of total costs of ****** .. To be guaranteed for 30 days, and go figure come the 31 st day they send an email stating that my account will be suspended if a new payment is not posted. This company clearly is using deceptive and improper Comercial practices and should either refund all money paid or honor their statement which originally was that the vehicle is covered for 24 months for the one time payment stated...

  Business Response

  Date: 03/25/2025

  To Whom It May Concern:

  Thank you for bringing this to our attention. We sincerely apologize for the misunderstanding on the phone call. We have refunded the $169 that you paid on 2/17. Please allow 5-7 business for it to show up on your end. If you have any further questions please give us a call back. Thank you.

• Initial Complaint

  Date:03/13/2025

  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 am writing to formally file a complaint regarding deceptive business practices conducted by Eleras Group, LLC. A few months after purchasing my vehicle from the dealership, I received a call from Eleras Group, LLC claiming to be affiliated with my dealership and insisting that I needed an extended warranty through their service. Upon verifying with my dealership, I was informed that Eleras Group, LLC is not affiliated with them in any capacity.After learning this information, I contacted Eleras Group, LLC to cancel any agreement. However, despite my repeated requests to cancel, the representative attempted to persuade me into keeping the contract. Since August 2024, the company has charged me over $1,300 for their service.I am formally requesting a full refund of all payments made to the company. This company is a complete scam, dishonest and disreputable.

  Business Response

  Date: 03/18/2025

  To Whom It May Concern:

  Firstly, we want to assure you that Eleras Group, LLC is a legitimate and reputable company, and we take all customer feedback seriously. We apologize for any misunderstanding. Our records do indicate that your policy was canceled on 3/13/2025. Prior to that, we do not see any communication since October when you made a payment over the phone. You are eligible for a pro rated refund. **************** can help make sure that gets handled properly if can please call them at  ************. Thank you.

• Initial Complaint

  Date:02/27/2025

  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 started coverage back in May of 2024. Payments were high but was but with it being only for a few months were done. This business did not send any confirming email and after 3 months stopped taking payments. Then 4 months later started taking payments out again from a different name. I called to cancel my coverage but was continually refused to cancel saying we will do this (reduce monthly payments by 50). This business doesn't send you any information, charges on their convenience from every other month with no reasoning and then is refusing to allow you to cancel.

  Business Response

  Date: 03/03/2025

  To Whom It May Concern:

  Thank you for reaching out to us. I understand your frustration, and I want to take a moment to address your concerns.
  First, I apologize for any confusion regarding the billing and communication process. When you initially contacted us to cancel your coverage, we made an effort to assist by offering to reduce your monthly payments , in hopes of continuing to provide the coverage that you originally agreed to.
  I want to clarify that you did agree to keep the coverage when you spoke with us, and thats why we didnt proceed with the cancellation at that time. However, you are absolutely within your rights to call us back and cancel the policy if you choose to do so. We are more than happy to help you with the cancellation process and ensure that everything is handled promptly. Please feel free to contact us directly if youd like to proceed with the cancellation or if you have any additional questions.

   

  Customer Answer

  Date: 03/04/2025

  Complaint: 22998824
  
  I have reviewed the business' response and am rejecting it because:
  Last time I called to cancel I was repeatedly told this is what we'll do to which I responded I CANNOT pay this. There was a constant walk around of trying to keep me on board and I repeatedly said I cannot make this payment. I informed you my home life has changed and since this company did not take out the payments when they should of, I cannot have this coverage covered. I do not want to have this walk around all over again, please cancel this coverage or if I do call back to cancel DO NOT give me the walk around all over again. This needs to be cancelled, I cannot pay for it, and the refusal to accept that is unprofessional for a business.
  
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 03/06/2025

  To Whom It May Concern:

  Thank you for your feedback, and we sincerely apologize for the frustration you've experienced. Please note that we have a standard cancellation procedure in place that requires you to call our customer support team directly in order to process the cancellation of your coverage. This procedure ensures we can properly verify and complete the cancellation request. **************** will be able to let you know what we need in order to properly cancel. We understand that you do not want to go through a back-and-forth process, and we want to assure you that once you call, if you do not want to keep it they will take care of it for you. Thank you.

  Customer Answer

  Date: 03/14/2025

  I have tried calling again to cancel, they continued to give me reasons to not cancel and inevitably refused. I told them they can either cancel this or I am getting off the phone to continue this dispute through the BBB.

  Business Response

  Date: 03/18/2025

  To Whom It May Concern:

  Thank you for reaching back out. We can confirm that your policy was canceled on 3/14 when you called back in to cancel. We apologize for any inconvenience.

  Customer Answer

  Date: 03/18/2025

  Complaint: 22998824
  
  I have reviewed the business' response and am rejecting it because:
  I want documentation about this as I have received nothing indicating this which is funny considering the amount of emails asking me to make a payment. I do not want to see mail a few months later for debt collection or showing that there is an amount owed later from this negligence.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:02/27/2025

  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 been getting mailers that I have only now discovered is this company. The mailers do not have any return addresses nor does it list the company by name and has my customer ID requesting immediate response. It claims that I have not reached out regarding activation of a policy. I called the number on the mailers to fully figure out whats going on, and when I got in contact with them, it turns out they are not the company I have a contract with already, it is this Elars group. They are trying to get me a different contract and it felt incredibly scammy right from the start. Today, an actual letter with more urgency has come in with more misleading information. It looks official, but they are misrepresenting who they are.

  Business Response

  Date: 02/27/2025

  To Whom It May Concern:
  The letter you received is an offer to get your vehicle covered with a vehicle service contract. 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.  I have confirmed that you have been removed from our list per your request. We apologize if this caused you any inconvenience. Thank you.
  
  

• Initial Complaint

  Date:02/27/2025

  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 keep receiving unsolicited mailers addressed to an incorrect name so I know this is a scam. Most soliciting companies have listed on their website how to be removed from a mailing list. The only way to get in contact with Eleras Group is to call. I don't want to call and give them the opportunity to harass me. I want to be able to send an email or submit a contact form requesting to be removed from their mailing list.

  Business Response

  Date: 02/27/2025

  To Whom It May Concern:
  The letter you received is an offer to get your vehicle covered with a vehicle service contract. 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.  I have confirmed that you have been removed from our list per your request. We apologize if this caused you any inconvenience. Thank you.
  
  

  Customer Answer

  Date: 04/22/2025

  I received another mailer today from Eleras Group. 

  Business Response

  Date: 04/23/2025

  To Whom IT May Concern:

  Thank you for bringing this to our attention again, and please accept our sincerest apologies for the continued inconvenience. Is this mailer coming to an address that is different from ***********, Mo? There is nothing in our system that matches the name and address given. 

  Customer Answer

  Date: 04/23/2025

  Please find attached a picture of the latest mailer.

  Business Response

  Date: 04/24/2025

  To Whom It May Concern:

  Thank you for sending that. I was able to find it and have removed that name and adrress from our mailing list. Thank you.

• Initial Complaint

  Date:02/20/2025

  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 was lied to by the employee on the phone selling the car warranty through ***** i recieved a letter in the mail initially and called them they said a one time payment of ****** was all it is and then 100 anytime its taken to a dealership for any repairs never mentioned a monthly payment to me and i even asked about one and was told no theres no monthly fee by the woman i was speaking too/ so i checked my email 2 days later to look at the warranty coverage and it stated a ****** monthly fee as well on it that i did not agree too at all and was most definitley not told about. i def want it canceled immediatley and my ****** returned asap. this was a scam i was lied too and taken advantage of.

  Business Response

  Date: 02/21/2025

  To Whom It May Concern:

  Thank you for bringing this matter to our attention, and we sincerely apologize for the frustration and confusion youve experienced. Please allow us to express our sincerest apologies for any miscommunication regarding the terms of the vehicle service contract. In order to cancel the policy and initiate a refund of the $159.00, we kindly ask that you call our customer service team directly at ************ by 3/16. Our team will ensure that the cancellation is processed promptly, and your payment is refunded as quickly as possible. Again, we apologize for any inconvenience this has caused.

• Initial Complaint

  Date:02/19/2025

  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.

  Eleras Automotive Group. I received a letter in the mail that I thought was from ***** about my car warranty, and when I called the number, the gentleman on thephone took me through the process about upping my warranty. I was told it would be a one time payment of $195 and then once I paid it with my credit card, he said that he wouldemail me the confirmation stuff and also a packet in the mail a couple hours later. I received an email about how it was $195 today then $200 for every month up until the year 2030. When I was reviewing the email he sent I noticed that there was no number with a direct extension. The email to reply to with no reply email and itjust felt shady.

  Business Response

  Date: 02/20/2025

  To Whom It May Concern:

  Thank you for bringing this to our attention, and we sincerely apologize for the confusion and misunderstanding that occurred during your interaction with our representative. Please rest assured that your policy has been fully canceled, and a refund for the payment of $195 has been processed.

  Customer Answer

  Date: 02/20/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:02/15/2025

  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.

  Send a letter stating, that a vehicle had been purchased and that we needed to contact them as the vehicle service contract had not been activated. No vehicle has been purchased and we did call them. The representative didn't care after we shared with them that nothing had been purchased, and that this was a bogus or false claim.

  Business Response

  Date: 02/19/2025

  To Whom It 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 caused you any inconvenience.