Auto Service Contract Companies
Eleras Group, LLCThis business is NOT BBB Accredited.
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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 ComplaintThe 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:10/02/2024
Type:Sales and Advertising IssuesStatus: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.
Letters sent are misleading and predatory.These give people the impression that they must purchase the protection plan or face some sort of consequenceBusiness Response
Date: 10/08/2024
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 per your request. We apologize if this caused you any inconvenience. Thank you.Customer Answer
Date: 10/10/2024
Complaint: 22371480
I have reviewed the business' response and am rejecting it because: It doesn't address the Format of the letter sent.It is intentionally misleading to trick people to purchasing the vehicle service plan.
I want the letter format changed that is my resolution
Sincerely,
******* *******Initial Complaint
Date:10/02/2024
Type:Order IssuesStatus: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 bought the extended warranty for our 2019 *** ***** and brought our car in the shop with engine trouble. Eleras took 2 weeks giving us the run around for the documentation showing we have serviced the car as needed. Even after we provided all the documentation to them, they took another week asking for documentation they already had. Then they have taken another week and a half to look at the problem with an adjuster and after their adjuster came and looked at the car TWICE they are asking for more photos. We have proven that we have kept up the car, their adjuster has seen the engine failure evidence TWICE and STILL the company will not give the approval to fix the car. Now the shop is out money for having their rack taken up with our car while Eleras is still dragging their feet on giving the go ahead. I want the approval to do the work from Eleras to *******.Business Response
Date: 10/14/2024
To Whom It May Concern:
We apologize for the experience you are having. I do see in our records that you called on 10/1 and 10/2 inquiring about this. If you continue to have issues getting in touch with your administrator who is handling the claim, please call us back and see if our customer service can help you get in touch with them. We apologize for the inconvenience this is causing you.
Initial Complaint
Date:09/29/2024
Type:Product IssuesStatus: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.
Filing this complaint on behalf of my elderly mother. She mistakenly signed up for the 4Ever Home Warranty two months ago. We immediately called, cancelled, and she was refunded the money they drafted from her account. She had originally signed up for the home warranty because she received something in the mail mentioning the bank that handles her mortgage and it appeared to her to be something official and required by her bank. Fraudulent and deceptive advertising. The ***** representative confirmed that her account was cancelled and closed and she would not be charged any more. Last week, she had a mysterious debit from her account for the same monthly amount for Eleras that she never signed up for, never discussed with anyone, and never authorized! They illegally kept her bank information and are automatically drafting unauthorized charges. FRAUD and THEFT.Business Response
Date: 10/01/2024
To Whom It May Concern:
We apologize for any confusion. In order for us to look further into this can you please provide your mother's name or file number so we can find her in the system. Thank you.
Customer Answer
Date: 10/22/2024
My mother's name is ****** SpradlingBusiness Response
Date: 10/24/2024
To Whom It May Concern:
We apologize for the delay but we have been looking into this. Our records indicate that this policy has been canceled since 8/19/24 and your mom was refunded. She was also set up on a monthly invoice so nothing was taken from her account on our end except the initial payment that was refunded. We apologize this happened, but it was not on our end. Please let us know if there is anything further we can do. Thank you.
Customer Answer
Date: 10/24/2024
Complaint: 22356758
I have reviewed the business' response and am rejecting it because:
My mother's bank statement for September had a debit from this business that my mother never signed up for. This is AFTER she cancelled the "home warranty" and received a refund in July or August. This current business is part of the home warranty company. She never signed up for this car warranty and never agreed to it in any capacity but her account was debited over $162 for it in September. Her bank showed an electronic check/signature that she never authorized. She contacted the fraud department at her bank and I initiated a BBB complaint. After that her money was mysteriously refunded to her account. There won't be records of her signing up for this car warranty because SHE NEVER SIGNED UP but was charged for it anyway! FRAUD! SCAMMERS!
Sincerely,
***** *********Business Response
Date: 10/31/2024
To Whom It May Concern:
We apologize again, but our records only indicate the one payment that was refunded back to you. I would check with the bank and make sure it was not from a different company. Some of them use the same payment processor. 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.
Initial Complaint
Date:09/26/2024
Type:Sales and Advertising IssuesStatus: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.
These dipsticks keep mailing me scam auto warranty letters and will not take me off their list no matter how many times I call and ask. Someone there named *** told me go F myself when I asked him to remove me from their list, then he laughed and hung up on me.Business Response
Date: 09/30/2024
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 per your request. We apologize if this caused you any inconvenience.
We would also like to apologize for your experience with our business. Thank you for bringing this to our attention. We have a quality assurance team that will be looking into the phone call. Thank you.Initial Complaint
Date:09/16/2024
Type:Order IssuesStatus: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 paying for this warranty for 17 months and never needed to use my warranty until now. Me and my mechanic has been calling all day trying to get my car fixed. I have spoke to multiple people on different phone numbers which is weird and then I asked to speak to a manager multiple times and they will not comply. When you call the claims number you just sit on hold for hours and you can hear different background noises and then when I asked for a manager the girl said she is being a b**** I want my money back that has been taken for 17 months at $156 every month also would like to file criminal chargesBusiness Response
Date: 09/19/2024
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 misunderstanding. Our records indicate that we spoke to the shop on 9/16 and gave the phone number to the administrator to help with claims. If you or your shop are having issues reaching them please give us a call back, or if you would like to cancel your policy please call so our representatives can help you with that. Again, we apologize for any misunderstanding and confusion.
Initial Complaint
Date:09/16/2024
Type:Product IssuesStatus: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 have not received any booklet in the mail which they said would be here in 7 days its been over 7 days! *** also read a lot of reviews on this place afterwards and found out they are a total scam and frankly i dont need this kind of service. *** tried contacting them by phone on numerous occasions and i cant get ahold of anyone on the phone. I want to cancel my policy and get a full registered of my $185.00. This is a scam and i want no part of it! I just want my policy cancelled and a full refund!Business Response
Date: 09/18/2024
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. I can confirm that when you called on 9/16 that your policy was canceled and refunded.Customer Answer
Date: 09/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me. I got my refund! Still havent got the booklet in the mail btw so that shows me this is a scam! I need to make sure that they actually canceled my policy though cuz they never sent me anything saying they cancelled it. If they take more money out of my account Im going to be mad!!!
Sincerely,
*******************Initial Complaint
Date:09/13/2024
Type:Product IssuesStatus: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 them 9/12 to set up a policy but then called today 9:13 to cancel it but they just gave me the number to a medical insurance line?!Business Response
Date: 09/16/2024
To Whom It May Concern:
We apologize for any confusion. Please call ************ if you would like to cancel your policy. Thank you.
Initial Complaint
Date:09/12/2024
Type:Sales and Advertising IssuesStatus: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.
Keeps on sending me fake time sensitive mail with warranty offers. I want to be removed from this scam offers ASAP. Remove me from your list. Do not contact me or any body in my family with any fake official time sensitive bs offers.Business Response
Date: 09/16/2024
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 per your request. We apologize if this caused you any inconvenience. Thank you.Initial Complaint
Date:09/06/2024
Type:Order IssuesStatus: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.
On 9/5 I called this company after receiving a letter in the mail about an extended warranty for my car. I spoke with a man about a policy and was told I had a 30 day ***** period to discontinue or change the policy. After calling my dealership and finding out that my factory warranty is not expired I called customer service as instructed to cancel the policy and was transferred twice, told the computers "are not working" and hung up on. The policy needs to be canceled and I need a refund.Business Response
Date: 09/09/2024
To Whom It May Concern:
We apologize for any issues you had when calling in. I can confirm that your policy was canceled and a refund issued. Thank you.
Customer Answer
Date: 09/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:08/30/2024
Type:Product IssuesStatus: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 called evercare protection owes me approx $1572 for the cancelation of contract. They received a letter of cancelation answering all their questions on july 31 and have not sent my refund to me. They claim I receive in 60 business days, October 25. This is unacceptable.Business Response
Date: 09/05/2024
To Whom It May Concern:
We do see that your policy was canceled when we received your letter of cancelation. I can assure you that your refund is being processed and you will be receiving it within that 60 days. Please call if you have any further questions. Thank you.
Eleras Group, LLC is NOT a BBB Accredited Business.
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