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Business Profile

Auto Service Contract Companies

Eleras Group, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Service Contract Companies.

This business has 1 alert

Complaints

Customer Complaints Summary

  • 208 total complaints in the last 3 years.
  • 75 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/08/2024

    Type:Product Issues
    Status:
    Answered
    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 tricked by this organization and they pretended to be my dealership. I just found out from my dealership that they have no affiliation with these scammers. I want an immediate refund of all of my money ASAP or else I will be contacting the consumer protection division of the ************************* and also the department of justice and ***. This is ridiculous.

    Business Response

    Date: 11/08/2024

    To Whom It May Concern:
    Thank you for bringing your concerns to our attention regarding your experience with our business. We strive for transparency and honesty in all our interactions. We assure you that we do not engage in any fraudulent or deceptive practices. Your policy is paid in full and there are no records indicating that you have called to cancel. Can you please give customer service a call and they can answer any questions you may have and can help you cancel if you choose to do so. Thank you.

  • Initial Complaint

    Date:11/05/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 on hold for hours and no one I speak to will cancel my contract and issue me a refund. *** asked multiple representatives.

    Business Response

    Date: 11/08/2024

    Thank you for sharing your feedback with us. We're sorry to hear that you were dissatisfied with your experience.
    Customer satisfaction is our top priority, and I am truly sorry that wasn't demonstrated to you.
    Our records do indicate that your policy was canceled on 11/6 and a refund of $150 was issued. Please let us know if you have any additional questions, concerns, or comments, or if we may be of assistance at any point in the future. Thank you.

  • Initial Complaint

    Date:11/02/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 paying for a service that they refuse to help me with. It was implied that they worked for ****** and it wasn't until I needed the service they promised me that I found out that they were a separate entity. They never sent me paperwork or even invoices for the payments they took. My car needed work and I tried to submit the charges to Eleras but they refused to cover despite me having been paying for it for so long now. I would like a refund as their coverage isn't worth the cost I've paid. Thank you.The paperwork I have attached I only recieved after having to ask for it directly. I had to work backwards from the charges to my bank to find out their name and what they said they were charging me for.

    Business Response

    Date: 11/05/2024

    To Whom It May Concern:

    We apologize for any confusion  or misunderstanding. Our records do not  indicate that your admin has received any calls for a claim. Did your shop call them? If you could please give us a call at ************ our representatives can see where the disconnect was. Again, we apologize for any misunderstandings. Thank you.

     

  • Initial Complaint

    Date:11/01/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Getting Repeated solicitation emails from this Company.

    Business Response

    Date: 11/05/2024

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

  • Initial Complaint

    Date:10/29/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I received a fake check from ************************ for $199, the letter stated "Final Notice" and "Final attempt to notify you". On 6/27/2024 I called and spoke to Preeyah and she asked if I would be interested in Auto Protection. She said she would send me both the Your Home Protection Plan and the Auto Protection Plan for my review. Both the booklets were dated with 06/27/2024. On 7/19/2024 I spoke with a man in customer service who said he would send me the booklets but I did not receive either one. 8/26/2024 I called and was transferred to the Account Handler to have my accounts cancelled. My bank disputed the charges totaling $1,061 and closed my card. I found the people I worked with to be dishonest, deceptive, and misleading. I feel I deserve a refund.

    Business Response

    Date: 10/31/2024

    To Whom It May Concern:
    Thank you for bringing your concerns to our attention regarding your experience with our business. We strive for transparency and honesty in all our interactions. Our records indicate that you spoke to one of our representatives on 9/10/24 and she canceled both the original policies and rewrote the policies for you. We apologize for any confusion. Please call customer service at ************ and they can help you get those canceled out. Thank you.

    Customer Answer

    Date: 11/27/2024

    The company has still not cancelled my policies and I have called the customer service line provided. 

    Business Response

    Date: 12/02/2024

    To Whom It May Concern: 

    We apologize for any confusion. I can confirm that both of your policies were canceled out on 11/11 when you called in. If you have any further questions please call customer service. Thank you.

  • Initial Complaint

    Date:10/25/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 sent me a letter to activate my car warranty after I just purchased a car. They told me they are affiliated with my dealership. They started charging me monthly for a warranty plan I never needed or wanted..my dealership told me theyre a scam and have no affiliation with them. when you call to talk to a supervisor you get placed on hold. Call back same thing. They wont cancel. They wont give me a supervisor. They hang up on you and are rude. There is no way other than a phone number to get through to this company. No email just an option to get a quote on their website. How is this company legally getting away with this? I want out of whatever they have me enrolled in. I have no idea how this company even got my information. Also, 16 pages of complaints..what is going to happen to fix this huge issue??? How many more people will have to get scammed?

    Business Response

    Date: 10/31/2024

    To Whom It May Concern:
    Thank you for bringing your concerns to our attention regarding your experience with our business. We strive for transparency and honesty in all our interactions. We assure you that we do not engage in any fraudulent or deceptive practices. Our records do indicate that your policy was canceled on 10/25 when you called in to cancel. Please call customer if you questions about a refund. Thank you.

    Customer Answer

    Date: 11/01/2024

    If it werent a scam then I wouldnt have to go to the BBB to get proof of you getting me out of your system. 
    Also you wouldnt have to mail threatening letters to people to get business. 
    Oh and there wouldnt be 16 pages of complaints on the BBB site. 
    Payment plan home/auto as a charge out of a bank account that being the only information also kind of screams scam. 

  • Initial Complaint

    Date:10/11/2024

    Type:Product Issues
    Status:
    Answered
    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 cancelled this service next day from issue date which was 9/12/24 and I have been trying to get refund since that day. I have made at least 6 phone calls without success. Spoke with Rhianna today 10/11/24, she stated she would have to send an email to her boss and did not know when he would be responding. It should not take a month to get my refund of 169.

    Business Response

    Date: 10/14/2024

    To Whom It May Concern:
    Thank you for bringing your concerns to our attention regarding your experience with our business. We apologize for any inconvenience this has caused. Our records do indicate that your refund is being processed. If you have any further questions please contact customer service and they will be able to assist further. Thank you.

  • Initial Complaint

    Date:10/09/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    These scammers are sending junk through the mail. An old lady revealed the name of scam business as Eleras in Mo and even spelled it out. Clearly she didn't like being questioned cause the rude nothing hung up in my face. She lied and said that's they're authorized to extend warranties, huh? I cannot stand scavengers preying on innocent people. I want these scammers to stop sending me fraudulent notices about vehicle warranties. The *** warns us about these scams and rest assured i'll be reporting. Leave me alone, i'm registered to not receive scam and junk mail. They're not legitimate there's no return address or anything, their phone number details come up as unavailable. If a company is legit then they have nothing to hide. Remove my information from your system. The fact that they think i have a *** and then lists a vin is creepy. How are they getting people's information?

    Business Response

    Date: 10/14/2024

    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.

    Customer Answer

    Date: 10/14/2024

    Make sure ALL information is removed. I've never seen vin numbers be obtained from public sources, referrals or any of the sort. The fact that y'all hide your information screams scammer. Goodbye

  • Initial Complaint

    Date:10/08/2024

    Type:Order Issues
    Status:
    Resolved
    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 bought this extended warranty from Eleras Automotive Group on April 24 2024 with the down payment of $399.99 and paying by month $219.94 during 4 years so they should covering everything on my car such like engine and tranmission, i confirmed with the agent three or four times and he said yes, in August 25 2024 my mechanic contacted them to fix my transmission and they said that warranty didn't convered that, because it was just for keys and oil change something like, so now i want them to refund the amount of what they took from my acount , the total is $1.058.82 cause the down payment and more three months , the advertisement was them sending several letters saying about my warrant was done so i should make this extedend warranty with them and the letter lead me to understand they were working with **** company

    Business Response

    Date: 10/15/2024

    To Whom It May Concern:

    Thank you for bringing your concerns to our attention regarding your experience with our business. And I apologize for the late reply but I was looking into this with the quality assurance team. In our findings we did learn that the representative misspoke. We apologize for the misunderstanding and the confusion on our representatives part for what the bundle covered. We are issuing a full refund to you. Please allow 45-60 days to receive this. If you have any further questions please call 888-418-8513. Thank you and have a great day.

    Customer Answer

    Date: 10/17/2024

    Better Business Bureau:



    I have reviewed the business' response regarding complaint ID 22398715 and am satisfied with this resolution. 

     

    Sincerely,



    Wanderson Campos

  • Initial Complaint

    Date:10/08/2024

    Type:Order Issues
    Status:
    Answered
    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 first signed up under Eleras Automotive on September 3, 2024. I received a letter in the mail saying I needed to call them immediately to register my car warranty plan under them. Not doing any research on my part, I called them and purchased the Platinum coverage plan and put a down payment of $189 on the spot. After doing some research of my own a few weeks after, I realized what I signed up for was a business I would not like to remain keeping a coverage plan under. On October 2, 2024 I placed a call to try and cancel this plan. After my call being redirected so many times I finally got ahold of the account specialist. I kept insisting that I wanted to cancel my payments through them. He stated it looks like your monthly payment is due tomorrow so that could be a factor for this phone call. He ended up putting my account on a temporary hold and I thought that would give me time to figure out how to cancel my plan through this company without being charged. That same day I also emailed the company stating that I did not want my account on a temporary hold, I just wanted the account to be canceled all together. I just received a voicemail today (October 8, 2024) stating that if I did not send them a payment then my account would default. After I have called and emailed them stating I wanted my plan canceled, they still call threatening to default my payments if I refused to make anymore payments.

    Business Response

    Date: 10/14/2024

    To Whom It May Concern:
    Thank you for bringing your concerns to our attention regarding your experience with our business. We do apologize for any confusion or misunderstanding. Our records do indicate that you called on the 3rd and they placed you on a temp hold so no more payments will come out. We do need for you to call back though to officially cancel your policy. There is a cancel process that they must follow. Sorry for the inconvenience. Thank you.

Eleras Group, LLC is NOT a BBB Accredited Business.

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