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:02/13/2025

  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.

  Harassment and Privacy Violations Contacted the company via the privacy policy (spoke with Dallas, ******* and ****)PRIVACY POLICY Violation.Request to be REMOVED from any all Marketing Solicitation and ***************** REMOVED ELERAS GROUP, LLC OR any of its Affiliates Charter No. LC1361588 Domesticity Domestic Home State MO Registered Agent ********, *********** ***************************************************** Status Active Contact Information Eleras Group welcomes your questions or comments regarding this Statement of Privacy. If you believe that Eleras Group has not adhered to this Statement, please contact Eleras Group at:Telephone number:Sales: ************ ************** ************ Effective as of February 17, 2020 Please accept this formal Complaint to REMOVE all personal data and information related to property and contacts listed below- INFORMATION TO BE REMOVED Property Address *********************************** *********************** Property Contacts **** **** and ******* ****

  Business Response

  Date: 02/19/2025

  To Whom It May Concern:
  As per your request, we have processed your removal, and we will not send any further communications related to marketing or solicitations to the contact information we have on file. We sincerely apologize for any inconvenience caused.

• Initial Complaint

  Date:02/11/2025

  Type:Customer Service 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 mis***resented themselves by making it seem as if they were affiliated with ******** and immediately after I spoke with the my ******** dealer, I was advised that they have no affiliation with this business and this company is using ******** car owners to defraud consumers. When I called Eleras Group, LLC they tried to persuade me into keeping the contract with them after several times of telling them that I do not want their service, the *** places me on hold to avoid my request, nothing was ever resolved, they were very rude and unprofessional. I have since called my bank to cancel my card and to have them assist with refunding the money totaling over $900 back to me. I do not want anything more to do with this business and the way they operate. I would like my contract cancelled with them immediately.

  Business Response

  Date: 02/13/2025

  To Whom It May Concern:

  Thank you for your feedback, and we sincerely apologize for any confusion or frustration caused.  We want to clarify that we do business with all dealerships nationwide, including ************* dealerships. Upon reviewing your account, we can confirm that your policy was canceled on 2/11 after you called us. Additionally, we have removed your information from our mailing list as requested. We are truly sorry if our customer service did not meet your expectations, and we apologize for any inconvenience this may have caused.

  Customer Answer

  Date: 02/19/2025

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

• Initial Complaint

  Date:01/24/2025

  Type:Order 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.

  08/29/24 I purchased an extended warranty from Eleras Automotive Group. on 01/23/25 I took my car to the shop and needed repair for the coolant. The shop called in the claim only to find out that the person at Eleras that typed in my information entered the wrong telephone number for me AND HIGHER mileage than was actually on my car. They entered ****** at the date of enrollment when my actual mileage on 01/23/25 is ******. On 06/21/24 I have proof that the mileage was ******. They are now declining my claim due to THEIR ERROR!

  Business Response

  Date: 01/27/2025

  To Whom It May Concern:
  Thank you for bringing your concerns to our attention regarding your experience with our business.
  I went into your file and this seems to have been taken care per the notes. If you have any further questions, please reach out to customer service. Thank you.

  Customer Answer

  Date: 01/27/2025

  Withdrawal my complaint.  We have come to a resolution.

• Initial Complaint

  Date:01/20/2025

  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 don't own a 2023 *** M5. They send me multiple notifications. I want to know how this company got this false information. I do not want to be contacted by this company.

  Business Response

  Date: 01/21/2025

  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.  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:01/13/2025

  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.

  ****** extended warranty through company. I was told there is a 30 day wait period between first claim and after the 30 days if I have issues with car to take to the shop. Got the claim in November and in January I had an issue with car and they denied claim. Saying I completed the 30day wait period but not a 1000 mile limit. The 1000 mile limit was never explained at sign up. I asked the to review the calls because I spoke to two different people and verified my policy. Now the have cancelled my claim and dont want to reimburse me fully for the months I didnt even use them. The guy was rude on the phone and didnt even give me a chance to speak. He made the assumption that my car issue was a prior issue due to me not driving 1000mile from the day of sign up. I asked to be cancelled and reimburse due to not following our agreement. And the *** **** up.

  Business Response

  Date: 01/17/2025

  To Whom It May Concern:
  Thank you for reaching out to us through the Better Business Bureau. We take all customer feedback seriously, and we apologize for any confusion or frustration, but this is why we send the contract to you. So you have 30 days to look it over. That way if you see something about it you do not like you could call back within 30 days for a full refund. 
  

   

• Initial Complaint

  Date:01/10/2025

  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.

  I am filing a complaint on Eleras Auto Group. They are sending mailers to me and will not take my address out of there mailing list. I wish to not be bothered by this business any longer. There number is *************. The address which the company gave me was *************************************************************************************** Thank you ****** ******* Wanting us to take out insurance on my 2015 **** Fusion. This is the third letter I have received in the last two years.

  Business Response

  Date: 01/13/2025

  To Whom It May Concern:

  We appreciate Mr. ******* bringing this issue to our attention. We sincerely apologize for any inconvenience caused by the unsolicited mailers and fully understand his desire to be removed from our mailing list.
  At Eleras Auto Group, we strive to respect the privacy of all individuals. We will immediately remove Mr. ******** address from our marketing list to ensure he no longer receives these mailers. We understand that receiving repeated communication of this nature can be frustrating, and we take this matter seriously.
  Mr. ******** request has been noted, and we have already implemented the necessary steps to prevent further mailings. If there are any other concerns or issues he would like to address, we welcome the opportunity to assist him.
  Again, we apologize for any inconvenience, and we are committed to resolving this matter promptly.

• Initial Complaint

  Date:01/10/2025

  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 received notice in the mail asking for an immediate response saying saying my vehicle service contract was not activated. (Letter dated 11/18/2024) The header on the letter made it look like it was sent from the dealership, which I did purchase additional warranty from. I call and get this additional coverage from what I thought, and was presented as an affiliate with *******. They asked for a down payment of $160 dollars that day and said my first payment would be 01/15/2015 and that if I should change my mind, I could cancel at anytime before my first payment for a full refund. I call January 3 to cancel, spoke with ***** *******, who lowered the monthly payment to $116 and told me to think on it for a couple days, and if I still wanted to cancel, call back to cancel. I called back 01/10/2025 and spoke to ** and ******* (claims to be a manager) who canceled my policy but refused to give me my full refund.

  Business Response

  Date: 01/17/2025

  To Whom It May Concern:

  Thank you for bringing this matter to our attention. We sincerely apologize for the confusion and inconvenience you have experienced regarding the activation of your vehicle service contract and the cancellation process. This is why we send the contract so you can look it over and cancel for a full refund within the first 30 days. Since you canceled after the 30 days you are entitled to a pro rated refunded. 

  Customer Answer

  Date: 01/18/2025

  Complaint: 22794438
  
  I have reviewed the business' response and am angry that the company is intentionally misleading and predatory.  
  
  
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 01/28/2025

  To Whom It May Concern:

  Thank you for your feedback regarding your recent experience. We sincerely regret that we did not meet your expectations and apologize for any frustration caused. We take customer concerns seriously and strive to provide the best service possible.

  However, we would like to state as we previously did that we do send the paperwork to give you 30 days to cancel if there is anything that you do not like about the policy. Again, we apologize. We value all feedback and will take it into consideration as we continue to improve our practices.

• Initial Complaint

  Date:01/09/2025

  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.

  Eleras sends out threatening letter stating FINAL NOTICE as if its some kind of legal matter. I do not appreciate them at all. When I called the number to ask them who they are and why they are contacting me they said it was for an extended warranty. I said I did not want their business and ****** said he couldnt take me off the mailing list. I asked to speak to a supervisor and he said he IS THE SUPERVISOR. Which I do not believe, but if he is, this is a terrible company. I DO NOT WANT MAIL FROM THESE PEOPLE ANYMORE! It doesnt even say the business name on the piece of mail they send. Im absolutely tired of these solicitations for my money.

  Business Response

  Date: 01/10/2025

  To Whom It May Concern:

  Thank you for bringing this matter to our attention. We sincerely apologize for any confusion or frustration caused by our communications. We understand how receiving unsolicited mail can be concerning, and we take your feedback seriously.
  Eleras aims to provide transparency and clarity in all our communications, and we regret that this was not your experience. Please allow us to explain that the letter you received was part of an ongoing effort to offer a vehicle service contract to consumers. However, we understand that this type of communication may not be welcome, and we are sorry for any distress it may have caused.
  Regarding the interaction with our representative, we are sorry that you felt dissatisfied with the response you received. Our goal is to assist all customers in a professional and respectful manner. Please note that we do have a procedure for removing individuals from our mailing list. I have confirmed that you have been removed from our list per your request.
  We sincerely value your feedback and would be happy to resolve this matter to your satisfaction. If you would like to discuss this further or provide additional information, please do not hesitate to contact us directly at ************. We appreciate your patience and the opportunity to address your concerns.

• Initial Complaint

  Date:01/09/2025

  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 stupid enough for urgent response s*** this company puts out and was under the guise that they were a representative of my cars manufacturer because of how quickly I received the letter after buying the car. After I got charged from an unrelated business I decided to look into the business and realized just how much of a scam this company was, I believe the conformation email I received was the only time I was presented the company name. After missed phone calls for months I finally decided to go through with getting my money back. Here we are 6 months later after they kept delaying my money, I get a check in the mail for $19.18. I was never told of any "admirative fees", I had the 3 months that I was contacted by the company charged despite me not using them at all and having an actually reputable insurance company covering me the entire time. I want the remaining $179.82, because of the reasons I stated above, prove you guys aren't a scam like everyone agrees with other than you guys and give me a full refund.

  Business Response

  Date: 01/27/2025

  To Whom It May Concern:

  Thank you for reaching out to us and bringing your concerns to our attention. We genuinely apologize for the confusion and frustration you have experienced throughout your interactions with our company.
  We understand your concerns regarding the charges and the lack of clarity around the fees you were charged, as well as the timing and amount of the refund you received. This is why send the email with all information in it. We give you 30 days to read through it and you have a 30 day full money back guarantee. Please understand that is our policy and that is why the refund was pro rated. 

  Customer Answer

  Date: 02/04/2025

  I'm going to be honest, i have no idea what they are trying to say. "This is why send the email with all information in it." I'd like a response back written clearer so I can understand where this complaint went in the first place, I have no idea if they are giving me the refund I deserve or not.

  Business Response

  Date: 02/07/2025

  To Whom It May Concern:

  Regarding your refund request, our company offers a pro-rated refund if a cancellation is requested after the 30-day window for a full refund has passed. This means that while we are unable to provide a full refund after the 30-day period, we can still refund a portion of the amount paid based on the time the service was used. The policy details, including the cancellation procedures and any information regarding refunds, were sent to your email when the policy was initially issued. This email contains all the necessary steps you would need to take to cancel the policy, along with the refund process.

  Customer Answer

  Date: 02/18/2025

  Eleras Auto Group are not responding properly to my complaint. The first response was worded horribly and the second one I just received not only does not help to resolve my payment issues, it fails to provide the information they think I am looking for. If there is any way to get a proper communication stream through you guys or elevate this issue with you guys that would be amazing. 

  Business Response

  Date: 02/19/2025

  To Whom It May Concern:

  We apologize our responses have not met your expecatations and caused any confusion. We encourage this customer to call customer service directly at ************ and they will be able to provide any more information he needs. Thank you.

• Initial Complaint

  Date:01/09/2025

  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.

  It has been over 2 months now that I've submitted complaints about my refund and to DATE i have NOT received a response nor my refund. I am a disabled veteran that served my country proudly and to be treated like this by this scam organization is CRIMINAL. I will be reaching out to my congressman, the attorney general, and several other organizations because this is not right. REFUND MY **** MONEY.

  Business Response

  Date: 01/10/2025

  Thank you for bringing your concerns to our attention. We deeply apologize for the frustration and inconvenience youve experienced. We take matters like this seriously and sincerely regret that your refund has not been processed in a timely manner.
  As a company, we are committed to providing our customers with high-quality service and support. We understand the importance of resolving this issue promptly, and we are actively reviewing your case to ensure it is addressed without further delay.
  We have someone working on this. Please reach out to our customer service team at ************ if you do not hear from us, and we will ensure your refund is expedited immediately. We appreciate your service to our country and are sorry for the inconvenience this has caused you. We will work with you to resolve this matter swiftly.
  Thank you for your patience, and we are committed to making this right.