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:08/28/2024

  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.

  Hope you are well. I am contacting you regarding an issue that my mom encountered with this company. My mom recently noticed, on 8/23/2024 that your company was deducting $168.00 from her account since September 2023. When she purchased the home protection she was told that the cost was $168.00. She did not authorize for $168.00 to be deducted from her account each month. I sent an email to the company but did not receive an email reply.In addition, my mom ************************** was not told that the protection coverage was $4204.00 on September 14, 2023. *********************** did not say anything about the coverage being $4204.00. She was only told that the price was $168.00.I am requesting a full refund for the amount of money that my mom paid, who was unaware that $168.00 was coming out of her account monthly since September 14, 2023. That is over $2000. My mom, ************************** did not authorize a monthly payment of $168.00 to be taken from her account for each month. She only authorized a one time payment of $168.00 for which she was told was the cost of the home protection coverage.I called the company today (8/28/2024) and spoke with ***************************** (the account manager). I was told by ***** that my mom was not telling the truth and that my mom was well aware of the cost. I was very offended by this. My mom is not a lier. She recently noticed, last Friday 8/23/2024 that $168.00 was being taken from her account since September 2023. I also asked ************** who I could speak to who was above her. She told me no one and that she was the account manager. Also, I see that this company has received several complaints for false advertisement through the BBB. I am hoping that you can help me with this matter.Companies like these must stop taking advantage of senior citizens and others. My mom is on a fixed income. I would not want this to happen to anyone else's mother. What if it was your mother.Thank you,******************************* ************

  Business Response

  Date: 09/06/2024

  To Whom It May Concern:

  We apologize for any confusion or misunderstanding that occurred with your mother. Our records do indicate that she called on 8/23 and spoke to one of our customer service representatives and agreed to keep the policy after going over the  payments. Our records then indicate that she called to file a claim that same day. I can confirm that the policy has been canceled and she is due a pro rated refund. Please call customer service at ************ if you have any further questions. They will be happy to help. Thank you.

  Customer Answer

  Date: 09/06/2024

  Complaint: 22209781
  
  I have reviewed the business' response and am rejecting it because I am requesting a full refund, not a pro-rated refund. I am requesting a full refund in the amount of $ ******* and any claims to be honored for **************************. She was completely deceived. You would want the same if it was your mother. What if it was your mother or loved one? I already spoke with *****, the account manager before filing the complaint with BBB. I have also attached the letter that has been sent to ***************************, CEO (CEO of the company) and I have not received a response. Also, I called your company and cancelled the account with ***** already, the account manager who immediately offered to cancel the account. The person that I spoke with before being connected to ***** apologized for whoever my mom had spoken with and said that she would transfer me to who can cancel the account. I could immediately tell that this company receives complaints and the reports on BBB proves that. Again, I am requesting a full refund in the amount of $******* and that any claims are honored for **************************. My mom is a senior citizen. This company is deceiving senior citizens and that is not good at all.
  
  
  Sincerely and thank you
  
  *********************

  Business Response

  Date: 09/16/2024

  To Whom It May Concern:

  We apologize for any misunderstanding. When your mother called on 8/23 to cancel her policy she ended up agreeing to keep it after the representative explained things to her and gave her a discount. All calls are recorded for quality assurance. She did agree to keep the policy that day and called back to file a claim. Then we received a letter of cancellation so the policy was cancelled and per the terms of her contract she will receive a pro rated refund. Again, we apologize for any misunderstanding. Thank you.

• Initial Complaint

  Date:08/27/2024

  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.

  Received letter dated 8-14-24 stating immediate response requested, but no real specific information except to say that we need to activate our vehicle service contract. When contacted by phone **** said its regarding our warranty for the vehicle we purchased. The only warranty we have is the factory warranty through the dealership where we purchased the vehicle. This is ******** and they should be held to account.

  Business Response

  Date: 08/28/2024

  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:08/27/2024

  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.

  Eleras Automotive Group spoke with me yesterday and convinced me to sign up with them and telling me I could cancel within 30 days. I have read their reviews and today 1 day later realized its a scam. I have tried calling them to cancel without success. I want to cancel and have my money returned to **** finally got through to a **** who then after a long hold transferred me to Lexi. I asked her to cancel the policy, which she refused to do and kept me on the phone for at least another ****************************************************************************** on hold..

  Business Response

  Date: 08/27/2024

  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 engage in any fraudulent or deceptive practices. We do see that **** spoke with you today and she did cancel your policy and issued a refund. Thank you.
  
  

  Customer Answer

  Date: 08/28/2024

  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. As long as my money is returned and no additional monies removed by your organization. Time will tell. By the way it was not easy to do this your rep **** was condescending, and I had to repeat myself multiple times before she stopped being harassing .
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/23/2024

  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.

  These criminals keep sending me unsolicited mail. I have asked for them to stop killing trees yet *************************** and his outlaw society keep persisting. They should be sued and fined. I just want the junk mail to stop. If they wanna write me a check for 100k that would be swell too. Inflation ***** these days. We gotta get sleepy *** out to pasture and send ****** to space.

  Business Response

  Date: 08/27/2024

  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: 08/28/2024

  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:08/22/2024

  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 has been harassing me through the mail system. I have called them for 7 years asking them to stop contacting me and I informed them that I haven't owned this vehicle for 7 years. I also informed them that I have extended service. You will remove my address and stop all contact or you will force me to call St. Charles county police and file harassment charges against your company. It is your choice. You have been told that you are harassing me and yet you continue with your aggressive sales tactics. You guys even leave all company info off your mailer forcing people to call to find out what company this is. Your company is defrauding people into believing it's of the most importance to call asap. You will stop immediately or explain to the police why it's OK for your company to aggressively target and harass people. I'm not your customer and I have refused your services for 7 years. Quit now! STOP!STOP!STOP!

  Business Response

  Date: 08/27/2024

  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: 08/28/2024

  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:08/22/2024

  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'VE CALLED THIS COMPANY TOLD THEM TO NOT SEND ME ANYTHING IN THE MAIL. THEY REFUSED TO REMOVE ME FROM THEIR CONTACT LIST. I'M ABOUT TO FILE A COURT ORDER FOR HASSEMENT IF THIS DOES NOT STOP/ I DO NOT KNOW THIS COMPANY DONT WANT TO DO BUSINESS WITH THEM AT ALL

  Business Response

  Date: 08/27/2024

  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:08/16/2024

  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.

  Eleras sent me numerous mailings about my expiring warranty. On 6/10/24 I called Eleras and obtained a policy. I paid $675.00(June, July,August) to extend my auto factory warranty. After seeing my credit card bill, I would be paying $225/month. I realized that this was not clearly stated to me during my initial phone call. I also researched this business on line and found many articles about this extended factory warranty being a scam. I also looked into the payment plan provider called Walco Funding and also saw scam warnings. I contacted my *** dealer and found out my warranty did not expire and I am covered through the end of my lease. I cancelled my credit card so no more charges will occur. Finally, I called Eleras and cancelled my policy. I was put on hold several times and was badgered about why I was cancelling. Lastly, I asked for a confirmation email or text stating that my policy was cancelled and Eleras told me there would be none. I responded with "so I'm just supposed to trust that you cancelled my policy?" The customer service *** said yes and no confirmation was needed bc I would not be charged anymore.

  Business Response

  Date: 08/19/2024

  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 engage in any fraudulent or deceptive practices
  I can confirm that your policy was canceled as of 8/13 when you called and they have issued your pro rated refund. If you have further questions please contact customer service. Thank you and have a great day.

• Initial Complaint

  Date:08/14/2024

  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 is unsolicited mail, I do not need extra warrentee coverage. O have recieved about 10 advertisement from them and sent mail back to them asking name to be removed from mail list and I still continue to get there mail. Plus I'm on the do not call list.

  Business Response

  Date: 08/19/2024

  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:08/13/2024

  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 got a letter in the mail regarding my vehicle warranty. The letter was made to look like it came from Chevrolet. It had my name,address, vehicle le information. There was no other company name on letter. I called the number and was told they work directly with Chevrolet and got my information thru them. The call taker was very rude. He refused to tell me how he got my info, his name, or give me **** supervisor. I called back and got another person who was very cocky and didn't care about my concerns about fraud and how their letter was deceiving and very misleading. He did finally tell the company's name. The issue is their deceptive letter that appears to be from Chevrolet. When I confronted them regarding their deception he told me thst is my opinion and does not mean anything. They k ow what they are doing and don't care. Their business license needs to be revoked.

  Business Response

  Date: 08/15/2024

  To Whom It May Concern:

  We apologize about the customer service you received. We do have quality assurance that will look into this. 3rd party agencies that sell our policies obtain information from a variety of sources, including but not limited to, public and freely available records and databases, 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 and have a great day.

• Initial Complaint

  Date:08/13/2024

  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 have been with them since 2021 and just recently last week my car broke down, I took it to the shop and the inspector came back and denied my claim. ****** said the inspector didn&#**;t even look at the car and just speculated and denied the claim. They are a rip off. I would like for them to repair my car, fix my transmission or refund all of my money I have given them for coverage.

  Business Response

  Date: 08/15/2024

  To Whom It May Concern:

  We apologize for the inconvenience and the denied claim. From the notes in your file one of our representatives has tried calling you back the last couple days and left a voicemail. If you could please give her a call back, she is trying to help with the situation. Thank you have a great day.