ComplaintsforEleras Automotive Group

• Initial Complaint

  11/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On October 29th 2022, our 2013 Chrysler town and country van would not start due to bad alternator. I paid $673.64 to my mechanic located at **** * **** ** ** ******* **** ******** ***** **** ****** *** ************* whom did an outstanding job fixing the problem and having it ready for me the same day. As for Eleras group (EVERCARE PROTECTION) whom I have been paying them threw a paylink direct deposit every first of the month for a coverage for my vehicle in which they refuse to pay for a reimbursement claim (alternator) which is covered as printed in the service contract they provided for me at the time we purchased this fraudulent coverage. These people are disrespectful and very rude to self and my wife on numerous occasions in regarding to get reimbursed for the emergency fix on the alternator. I do have an agreement of the service contract and receipts of the work done and how much I was charged out of pocket. Iam ashamed I let this go on for this long sincerely ***** ****

  Business response

  11/28/2022

  To whom it may concern-

  this claim was never denied and is still open. The consumer called in on 11/04 advising the representative he paid for parts to have vehicle fixed and wanted reimbursement of the monies paid out. He was transferred to the claims department.  Consumer called in again on 11/07/2022 the consumer was advised they need a copy of the repair order, parts invoice and proof of payment made to the repair facility. The consumer never provided any of the information we requested to get the reimbursement for his claim.  As of todays date this claim is still open, we just need the information requested from the claims department.

   

  Thank you.

• Initial Complaint

  11/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This company named, "Eleras Group ** License # *******", keeps sending me very misleading spam mail every month. Their flyer reads like this:Vehicle ****************** RE: Your 2022 ***** VIN: xxxxxxxxxx MOTOR VEHICLE SERVICE NOTIFICATION Coverage ID: xxxxxxx Contact Phone: ************** Notification Date: Thursday, November 3, 2022 Expiration Date: Thursday, November 24, 2022 [On the back]Dear [My Name],Our records indicate that you have not contacted us to have your vehicle service contract for your 2022 [My Car Model] activated. You're receiving this notice to ensure no lapse in warranty coverage. Call us today at **************. By neglecting to activate your coverage, you will be at risk of being financially liable for any and all repairs after your factory coverage expires. However, you still have time to activate your service contract on your vehicle before it's too late. No vehicle inspection will be required at this time."""This is a very clever scam which a lot of other people might fall for. I would like BBB to take action against this kind of sleazy business.Thank you.****

  Business response

  11/28/2022

  To whom it may concern-

  Eleras Group is not a scam. We are a 3rd party selling agent for A rated administrators. We obtain consumer information from a 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 have taken your name off our mailing list and apologize for any inconvenience.

  Thank you.

   

  Customer response

  11/28/2022

  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 (only).

  
  However, for the sake of other people who might get misled by their marketing approach, please do take action against them (audit their source of info as well as see if you can charge them based on the content of their flyers). There are lots of reviews on ****** about this company and almost everyone there complains about their misleading (if not scammy) way of advertising.
  
  Thank you for your help!
  
  Sincerely,
  Phyo Thiha

• Initial Complaint

  10/15/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I called this company to stop my “warranty” because I already have a electrical warranty via the people who renewed my car contract. I spoke to an ******, when I first asked her how to move forward in stopping and getting the refund I was owed just like I was told to do she says “well I don’t know who told you that, the only thing I see is expired” so I asked her where my money was going and she started getting loud telling me I was putting words in her mouth when all I said was she basically told me I’m wasting my 250.00 a month because there is nothing on file for me. I called back and spoke with another lady, at first she put me on hold to tell her friend she had got me on the phone, so I clearly knew her answers were all premature and already thought of, I started explaining to her I had oil change, wind shield, electrical and battery changes in the package I got, she gets slick and says “so you have an oil package”. She disregarded everything I said to her just to have a slick remark. They won’t let me cancel this and get my money back. & thanks to ****** shouting at me “you only paid 9 months” I now know I have paid 250.00 x 9 is $2250 and I want my money back and those agents to be trained on how to speak with people, you can’t talk to people any type of way and expect them to be nice to you ESPECIALLY when i asked ****** for a manager and she was YELLING AT ME TELLING ME SHE WAS AN ACCOUNT MANAGER. Poor customer service!

  Business response

  10/21/2022

  Hello-

  we are sorry you feel you were not being heard when you called in to cancel. It is our representatives job to ask why you are not satisfied with the coverage so we know how to  better  assist you.

  We do not have many customer's that  want to cancel when their account is almost paid in full.  Our representative was just trying to get to the reason of why with just 6 payments remaining.

  We did review the call and feel our representative handled this call in a professional manner. The account is still active as of today's date. Per the terms and conditions of you coverage we do need to speak to you. Nothing will be automatically withdrawn from your account as the representative put your account on statements, in the best interest for you.

  We did try reaching out to you  on 10//21/2022 with no luck. Please reach out to us so we may get this matter rectified.

   

  Thank you for your time in this matter.

   

   

• Initial Complaint

  10/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am the owner of a ************************************** ****** in June, 2017 with a 5 year warranty policy issued by another company. On or about September 29, ****************************************************************************** coverage. Mistakenly thinking it was ***** Group was the entity who issued the policy, I called your listed number of **************. I was offered a 5 year extension until until 10/22/2027 and/or up to ******* miles at a $100 initially and then $170 per month for 24 months.Notwithstanding derogatory comments from your sales manager, who also implied that I was lying about me income as a Retired Superior Court Judge, I asked to be forwarded statements about cost and coverage. On or about October4., I received your "piece of mind" brochure, and was shocked to read there was a $250 deductible instead of the prior stated amount of $100. More troubling was the inclusion of a 30 day Or 1000 miles "waiting period" before the coverage was to began!! None of these 2 important provisions had been mentioned.
  Thus I was falsely induced by fraudulent representations in considering purchasing the policy.These 2 provision regarding increased deductibles and mandatory waiting periods constitute unfair and deceptive trade practices. which I am now forwarding to my attorney in ****** and the Better Business Bureau in *******, adding to the apparent long list of complaints against your group.
  
  I further instructed my bank ***** Fargo to cancel and put stop orders and rescind the payment already debited, and in the future
  Any further communication from you should be directed to my Attorney ********************* at ***********************************

  Business response

  10/13/2022

   Good afternoon,

  after reviewing the call on 10/13/2022. Here are our findings.

   The sales representative did advise the customer of the 30 day and 1000 ********************* period, it is also in our booklet per the terms and conditions since we cannot physically inspect a vehicle.

  The deductible amount of $250.00 was our mistake and we have adjusted it to $100.00 at no additional cost. Once ****************** received his booklet he could of called our customer service department and we would have adjusted the deductible to $100.00 at that time for him.

  We take pride on our excellent  customer service and are always here to help our customer's.

   

  We respectfully request this complaint noted as answered and closed.

   

  Thank you.

   

• Initial Complaint

  10/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On September 17th, 2022 I contacted Eleras Automotive Group to make sure my warranty did not expire (I had to activate it by the 19th). Letter indicated it was about my current (factory) warranty, however it was about a new warranty. I had just bought a new car and was worried about the warranty. However, after signing up and being given a $350 charge, I realized the new warranty was NOT my factory warranty, and that it provided nothing my current factory warranty already covered. I contacted Eleras on the 19th, and they informed me the payment was voided and that it may take 5-10 business days for it reflect on my account. 15 business days later, the $350 charge is still on my card. Worse, I noticed that there are two separate $350 charges from Eleras group on Sept 17th. Neither has been voided. On Oct 4th. I contacted Eleras, and they informed me it was a "manual" void and told me have my bank contact them. My bank cannot contact them as the money was transferred to their bank. My bank instructed me to contact their bank. On Oct 7th, I I contacted Eleras back, and they refused to give me their banking information, contact their bank, or ask their bank to contact mine. They refused to allow me to email me my bank statement, saying anyone "can make something up" (I believe this was **** or *****). I spoke with a supervisor (*****) who instructed me to fax them my bank statement, which I have done and am now waiting for a response. After 15 business days, the charge has NOT been voided, there is seemingly a DUPLICATE charge, and I receive little help from their customer service, instead being told it's a "problem with my bank". I am currently owed $700 across two charges from Eleras Automotive Group for the same product which I cancelled the first day their customer service number was open after the purchase.

  Business response

  10/13/2022

    Good afternoon,

  on **** *********g this account was cancelled on September 17, 2022 and the transaction ID * ********** for $350.00 was VOIDED on September 19, 2022 for the amount of $350.00. I have attached a copy of the VOID for your records.

   

  We respectfully request this complaint be noted as settled.

   

  Thank you.

   

   

  Customer response

  10/14/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  As per the statement I provided (both in previous message and to the supervisor ***** via fax), there is no refund shown on Sept 19th.  There is no refund shown on Sept 17th.  There DOES appear to be an additional charge made on Sept 17th, so perhaps there is an issue with your system or input.  
  
  I am working with my bank to have these charges disputed on their end since all efforts from your side have not eliminated the charge.  
  
  Additionally, I am unsure as to how I could send a fax on Friday and not receive any response, forcing me to call back the following Thursday.  I was promised that "they were going to call me in an hour", but one can see why I am skeptical.  
  
  Furthermore, I have yet to receive a mail verification of the void order, which I was told I had received.
  
  
  All in all, this has been an incredibly frustrating experience.
  
  
  Sincerely,
  
  **** **********

  Business response

  10/21/2022

  Hello

  I have attached a copy of the manual void for the above complaint.

   

  We respectfully ask this account be closed as resolved.

   

  Thank you.

   

• Initial Complaint

  10/03/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I paid so far around $3,325.00. The coverage was supposed to be for engine and transmission or any major mechanical problems as long as the auto has been properly maintained. We proved it has been and now they are saying I need to pay for the engine to be torn down at my expense to see if it is not carbonated up. I paid for the preferred contract. It makes me sick how this company lied to me. This is not what they told me on the phone. My service area that I have always taken it to is the same place I bought the auto. ***** in ********* ******** *** *** ***** **** is who was handling everything. My claim number ********  Thank You, ******* *****

  Business response

  10/13/2022

  Good afternoon,

  this contract was purchased on  1/11/2021 by **** ****** **** ***** called our customer service department on 1/25/2021 calling to file a claim and it does not cover leaks and maintenance. We explained to **** ***** it did not. Our rep spoke to **** ***** and explained the coverage, **** ***** understood and was happy.

  On 2/2/2021 **** ***** called in again, said she was having some difficulties and we offered to help her out by adjusting the cost to make it more affordable for her. Our rep did explain that if she needs anything to let us know. We are here to help her.

  As of 02/02/2021 we have not heard from **** *****. 

   

  We respectfully request this complaint be closed.

   

   

  Thank you

• Initial Complaint

  09/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was scammed into this also my money was taken and now They are making it impossible to cancel as as refund me my money back

  Business response

  10/14/2022

  Hello-

  we show this account was sold on 8-16-2022  cancelled on 9-8-22 and refunded on 9-8-2022 to the original form of payment.

  I have attached a copy of the refund.

  Please let us know if you have any questions or concerns.

  We respectfully request this noted as resolved.

   

  Thank you.

• Initial Complaint

  08/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have asked this company to stop mailing me their propaganda on several occasions. I have asked repeatedly for them to stop all mailings. I want them to purge my information from their records and to never reach out to me. I never initiated contact with them, never desired to be contacted regarding their scam. They have ignored all requests. I do not know how they got my information as I have never been a customer of theirs. When calling their employees are rude and condescending and belligerent.

  Business response

  10/13/2022

  Hello *******

  if you will provide us with the identification number we will remove your name from all future mailings.

   

  Thank you.

  Business response

  10/21/2022

  Good afternoon,

  we have removed your name from all future mailings and sincerely apologize if this has caused you any inconvenience.

   

  Thank you!

• Initial Complaint

  07/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My payments for Eleras Automotive started in October 2021. In October I was charged an initial amount of $295, and in the following months was charged $222.17. I was under the impression that my car needed an immediate warranty due to the scam mail that I received. I was told by customer service when signing up for this warranty/protection plan for my car that it would be a 6-month payment plan. they continued to charge me for two additional months and attempted to charge once more 7/25. My ***** card was frozen so they no longer have access to my financials, ever since I have been receiving harassing texts and calls several times a day to collect the monthly payment. I called and spoke with customer service on two occasions, 7/25 and 7/27. They would not cancel my plan and refused to work with me on a refund. The woman I was speaking with was rude and hung up on me. I have contacted my car company (*** motors) to find out that Eleras automotive is not at all affiliated with my car warranty or insurance and I have been scammed since October 2021. I want compensation for the money I have paid into for this, which is the initial payment of $295 and EIGHT payments of $222.17. I've been trying to locate my account number to provide you with the correct information but the website won't even fully load to allow me to login. I feel extremely frustrated that I fell for this scam, this is my first car and I was trying to take every precaution I needed to take and I was conned.

  Business response

  08/30/2022

  To Whom This May Concern: 

   

  All our calls are recorded for quality assurance and training purposes. On 10/26/2021, **** ****** called into our company to purchased a legitimate vehicle service contract. On that day she was approved for a additional 6 years of coverage. Her payment plan was for 18 months. **** ******, was called several times when her payment became past due and she didn't answer calls or texts. On 07/27/22, she called and said this was for 6 months and then hung up on our representative. She never answered a phone call after that. 

  If **** ****** has any additional questions or concerns she can reach out to the customer service department at ************. Her coverage has been terminated due to nonpayment. 

   

• Initial Complaint

  07/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  contract #EVRVSCA10116615A for $2860.initial payment of $715 onFeb 1/22 and on 3/1/22 357,50 total of !******. Letter sent 4/18/22 to cancel contract and apply for refund minus $50, administration fee as laid out in contract book I have called 5/10 and 7/12/22 and have not had any resolution . I continue to get phone calls and mail concerning final notice vehicle out of warranty but no refund

  Customer response

  08/02/2022

  This company sent me a refund and resolved this complaint.

*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. ↩