ComplaintsforEleras Automotive Group

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  05/06/22 I was scammed into buying an extended warranty for my new car the cost of the down payment was $149 and 75/month after that 5/31/22 when I called to cancel it the lady was extremely rude and condescending claiming that I didn't know what I was doing and asking if I even knew what I was talking about instead if helping me she just put me on hold and left me there for a half hour until i hung up her name was ******* she claimed to be the manager Now I don't get a refund and they are planning on charging my card once a month unless i cancel my card which is linked linked so much that it will take me half a day of work to re link everything to it.

  Business response

  07/05/2022

  Hi *****. Sorry about your experience with purchasing coverage for your vehicle. We do not scam people to purchase coverage. We pride ourselves on qualifying and setting all of our customers up with the best level of protection for their vehicle at the best cost possible. I have confirmed that your policy was cancelled on 5/31/2022. If you need anything else please give us a call.

   

• Initial Complaint

  05/03/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was told I was getting a vehicle service contract for 7 yrs for $500.00. I made a payment of $249.00 with the sales person that day and he stated the rest would be charged to my credit card the next month. I asked numerous times while he was giving his fast talking spiel, this contract is $500.00 for 7yrs and he confirmed it with a yes every time. Now I realize it was fraudulent and I was deceived having a third charge on my credit card. First one on 3-3-2022 $249.00 next on 4-3-2022 $241.72 and third one 5-2-2022 $241.72. I talked to the Eleras Group company today 5-2-2022 to have the contract canceled. I was told it was canceled but that I need to write a letter for it to be. I asked for a confirmation no. or an email stating it's canceled, was told they don't do anything like that. Asked for a refund also. It was all a lie and I was scammed.

  Business response

  05/23/2022

  To Whom This May Concern: 

   

  All our calls are recorded for quality assurance and training. After listening to the sales call, Mrs. ****** was told that the payments were $241.72 for 18 months. She verbally agreed to these payments on the initial sales call. She did call on 05/03/2022 to cancel her policy. On that day the policy was cancelled per her request. She was told that she needed to send in a written cancellation letter to receive her pro rated refund. That letter was received on 05/10 and her pro rated refund is scheduled to go out this week. 

• Initial Complaint

  04/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put my car in the shop on April 10th. One of the houses was damaged. I took it to *** **** and they did a diagnostic. They thought it was a radiator but it wasn't. They sent out an inspector to see the problem. I have only been able to talk to a representative of *** ****. They found out there was a problem with the motor. They are now disputing my claim. They told *** **** they do not replace bolts or screws. The contract says it does. I have been trying to speak with them, but they are not available. Everything should be fixed.

  Business response

  05/13/2022

  To Whom This May Concern: 

   

  The administrator sent out an inspector to do a tear down of the vehicle. There was no mechanical failure demonstrated to the engine.  If no failure other than stripped bolt is demonstrated the customer will be responsible for tear down and repair cost. The bolts are only covered in the replacement or repair of a covered component as stated on page 10 under section 14. 

   

  If Mr. ****** has any other questions or concerns he can reach us at ************

  Customer response

  05/19/2022

  Complaint: ********
  
  
  I am rejecting this response because *** **** found the motor was bad which caused the bolts to become defective. Please see attached document.
  
  
  
  
  Sincerely,
  
  
  ******* ******

• Initial Complaint

  03/26/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I wanted to buy extended warranty for my 2020ford edge, after talking to a few customer service agents, I realize every one I talk to try to sell something different, the 1st time I called, I authorize them to take 94.00 dollars out of my account, the next day I tried to cancel, because I wouldn’t be able to afford the payment, tried to cancel again, they brought the price down more, I feel like it’s a scam, I called on Saturday 03/26/2022, told them again I want to cancel, they hung up on me, I just want to cancel, they say I have 30 days to cancel, I could get my money back, but every time I call they have a different plan, I just want to be done, and for them to put the money in my account, they are supposed to take another94.00 dollars on April 5th, please help me

  Business response

  04/14/2022

  To Whom This May Concern: 

   

  All of our calls are recorded for quality assurance and training purposes and can be provided upon request. Mrs. *****-******** called into our company on 03/22/22 to set up a vehicle service contract on her 2020 Ford Edge. She agreed to have $94 withdrawn for the initial investment on 03/23/2022. She called in on 03/26/2022 and claimed that someone hung up on her, however, there is no recorded call of her calling on that day before that and getting hung up on. She then spoke to a representative who discussed helping her with payment options and she agreed to keep the coverage. Then she called again on 03/28/2022 and said she wanted to cancel. She was actually yelling at the customer service rep on 03/28/2022 screaming to cancel the coverage and ended up hanging up on our representative. On 03/28/2022, Mrs. *****-********'s account was credited back for the full amount of $94 which she had originally paid. We cancelled her account per her request on that day. Attached is the screen shot of the credit that would have went back into her account. Again, we can provide proof of the calls that Mrs. *****-******** actually was not hung up on and hung up on our representative. 

   

• Initial Complaint

  03/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This business sent an unidentified "notice" claiming my vehicle service plan with Ford Motor Company was subject to lapse. I have not shared my information or vehicle information with anyone. Their marketing is fraudulent, threatening and constitutes an invasion of privacy. I would like everyone to know their marketing and the numbers associated with the company are related to a fraudulent scam including ************

  Business response

  03/23/2022

  To Whom This May Concern: 

   

  We apologize for the inconvenience of receiving a piece of mail. We can remove you from all our mailing lists if you provide us with the customer ID code on the notice. We are not a fraudulent company, we have several consumers that have legitimate policies and are happy with getting their claims paid. This is just an offer to purchase additional protection on your vehicle. 

  Again, if you wish to be removed from the list please provide us with the code. Any additional questions or concerns, you can contact us at *************

• Initial Complaint

  02/11/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been trying to cancel: contract number- *************** with the ELERAS GROUP, **** ** *** ******* ***** ******** *** *****.Purchase date: Dec. 02, 2022. I called on Monday, Jan. 03, 2022 to cancel the contract. I was told to pul it in writing and there would not be a problem in returning my money. I mailed a certified letter to the ELERAS GROUP on Monday, 1/14/2022. They recieved it on, Friday, 1/18/2022. I call them 3 to 4 times a week checking to see if they have my letter of cancelation and the answer is always no. I called yesterday, I called them yesterday morning trying to cancel it again. The man that I talked to told me to call ********* back and cancel them!. I answered, OK and hung up the phone. I am so tired of this company taking advantage of me like this I feel helpless. Every time I call this is the conversation they have with me. I have spoken with about 5 different people trying to cancel this contract, they all say that they have worked for ******** and they don't pay claims. and I am so upset when I get off the phone talking to them because all I want is to cancel them, and I tell them that. Everyone that I have talked to says they have not received my certified letter. I don't trust them because I called the Post Office yesterday, Thursday, 2/10/2022 and they gave the information on when the certified letter was delivered.

  Business response

  03/22/2022

  To Whom This May Concern: 

   

  We had attempted to reach Mrs. ***** several times with no luck until today 03/22/2022. I have spoken to Mrs. ***** and made sure to get her situation rectified. Her policy has been cancelled and she has been sent out a full refund for the monies she has paid into the policy. Mrs. ***** was satisfied with me and the resolution and agrees this was just a big misunderstanding. 

   

  Thank you. 

• Initial Complaint

  02/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Tried to call any associated phone numbers and all are constantly busy. Trying to cancel contract because of passing away of owner. I am the court appointed estate representative. I'm not sure if this business is still open.

  Business response

  02/22/2022

  To Whom This May Concern: 

   

  We are a business that is still open. We are not sure what phone number you have been trying to call but the customer service number is ************. A representative of ours has tried to reach out to you and left a voicemail and we have yet to hear back from you. 

• Initial Complaint

  02/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received an advertisement in the mail from this company. I called them and they signed me up for a warranty. The salesperson told me the contract would only cost $500.  I told him I didn't have that much.   I paid them $279 and they told me in 30 days I could pay the balance. I called them to cancel and they told me they didn't have me in the system. The rep was very rude to me. I called ********** and they shut off my card. I received a contract from Eleras. Contract# **************** I just want this cancelled. I read the contract and it's bogus. The contract says you can cancel at anytime.  The contract also says the total costs of the contract was over $4000. 

  Business response

  02/22/2022

  To Whom This May Concern: 

  Miss ***** ******** set up coverage on her 01/20/22. She never called to cancel. We reached out to her on 02/21/21 and cancelled and refunded her money for her. 

   

  If she has any other questions or concerns she can contact us at ************

• Initial Complaint

  01/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dec 27,2021 Got into this dispute about closing this account and keep getting the run around. They say how good there auto warranty is Eleras Group called 3 times and told them to cancel and I want my money back. They have Pay Link who is taking the money out of my account for the Eleras Group I did not authorize Pay Link to take money out of my account I just want my $238.00 dollars back. Don't have any receipts contract from Eleras Group it was all done on the phone.

  Business response

  01/19/2022

  To Whom This May Concern: 

   

  Mrs. ****** ****** called into our company on 01/18/2022 to cancel her contract. She said that the policy she set up was "Too Expensive". She called in yelling right off the bat at our representative, we have the recorded call. Her ********** was refunded back for the $235 yesterday. It could take 3-5 business days to show back up on her account. We have attached proof of her refund and proof of her policy being mailed to her. If she has any other questions or concerns, she can contact us at ************. 

• Initial Complaint

  12/15/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Eleras contacted me that the warranty on my SUV expired this month. If I chose to renew the warranty now I could keep the Platinum coverage at the same price. If I didn't accept the renewal today, the cost of coverage would increase greatly. I agreed to accept renewal today with a down payment of $155.0 down and $95.00 monthly x 24mos. When my husband came home and I told him, he was upset with me because my warranty was not expired. We purchased the vehicle last year and he paid for an extended warranty of 5 years. When I tried to contact Eleras at the phone number given,I couldn't get an answer. This all transpired today, December 12-24-21. I'm trying the same number again tomorrow and I I don't get an answer, I'm getting anew debit card and closing the one I gave them for payment. I should have known better. I had to give them the VIN number o f my SUVand if I had coverage through them, they should have already had my VIN number.

  Business response

  12/21/2021

  To Whom This May Concern: 

  Ms ***** contacted our company and set up a post dated payment for protection on her 2015 Buick Encore. She called to cancel the coverage plan that she set up after the customer service department was already closed and had gotten the closed greeting. She then left the review because she couldn't get a hold of us. The next morning our company received this review and contacted Ms. *****. Our customer service department reached out to her and she said that she was in fact just spooked because she couldn't get a hold of anyone and she apologized. She said that she would remove the complaint from the BBB (which she has yet to do). Ms. ***** never purchased a coverage plan with our company. No money was ever ran on her card and no refund is due. 

*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. ↩