Eleras Automotive Group

I am beyond furious with this company. My car has been in the shop since the 2nd week of June and it is now the second week of August. I have lost my job do to lack of transportation. They only cover up to $250 for a rental which is about a week. My dealership just gave me a car 3 days ago. They keep ordering faulty parts to put in my car that are not working. Then when my dealership contacts them to get a new part they take a week every time to come out and inspect. I have never been treated so badly in my life! Do not purchase a warranty here it will save you a headache when your most vulnerable. I am a single mother my child just started school I can’t currently support him. Im very disappointed.

Stay away from this company. They take advantage of older people. They scammed my dad. I had to work to undo everything they did, including canceling his credit card in order to stop the monthly payments.

The first and second time, I was on the phone for 30 minutes trying to cancel the coverage. They kept trying to make me keep even though I kept telling them that I still want to keep it. They told they could bring the price down and telling me that I need it. I just hung up on them.

This company and its employees can be considered scammers due to the deceptive nature of their practices. It sends notices in the mail and by phone that appear to be official and are designed to deceive victims into believing they are being contacted by Honda for the purpose of extending their warranty or protecting their vehicle. I did not sign up for this company, nor did I consent to receive solicitations from them.

Complaint: [redacted] I am rejecting this response because: The person who I spoke with on the phone, [redacted] , kept talking, talking and talking and would not listen to me when I told her I wanted to cancel my warrantyInstead on complying to my wishes, she kept trying to convince me that the warranty was the best one I would receiveShe should have listened to what I wanted and stopped talking all the time and refusing to cancel my warrantyAfter I felt it was a one way conversation and she was refusing to comply to my wishes, I had no choice, but to end the conversation Regretfully, [redacted]

To Whom This May Concern: We reached out to Ms [redacted] and better explained the protection that she purchasedShe purchased protection through an A+ rated administratorEleras Group sells vehicle service contracts through A rated administrators who pay out on claimsIn this case, we have resolved all Ms [redacted] 's concerns and in the future she is aware she can call us at [redacted] with any other questions or concerns in the future We greatly apologize for any confusion that Ms [redacted] may have experienced but we are happy to have gotten this resolved and elated to continue our professional relationship with Ms [redacted] so that she has protection on her vehicle for future repairs

Dear Valued Customer, We definitely appreciate your feedback and apologize for the inconvenience that this has caused youEleras Group, our company, is the vendorWe are the ones that sold you your policyYour policy has an administrator that pays out on your claimsThe administrator that you are set up with has an A+ rating with the Revdex.com and is supplying you with the best coverage for your vehicleWhen a problem or breakdown occurs it is the administrator's job to determine the cause of the problemIn this situation your vehicle did just come out of the validation period of days and 1,milesThe administrator will send out an inspector when there is any large repairThey need a professional to come and take a look after the vehicle has been broken down by the mechanicsIn your situation the inspector came out and took pictures of the breakdown of the vehicle that the mechanic supplied himThe examination proved that the vehicle failure was due to the teeth on the sun gear being worn down and burntAfter the inspector takes pictures of the breakdown, an adjuster then looks at the pictures and makes the determinationTeeth being worn and burnt on the sun gear is caused over a lengthy period of timeThe claim was called in to the claims department on August 10th, which was exactly days into the contract, days after the grace period expiresThe amount of wear and tear on the sun gear would not have been done in days of the time the policy was activeTherefore, this is considered a pre-existing conditionWe do apologize that this has been such an inconvenience for you but due the facts of the situation, this claim has been denied by the administratorThe customer service department at Eleras Group strives to provide exceptional care to our customersWe would be more than happy to assist you with your needsPlease call our office at XXX-XXX-XXXX so that we can further assist you with the resolution that you are requestingOnce again, we apologize for the inconvenience that this caused youWe are more than happy to further assist you, please call the customer service department

To Whom This May Concern:Ms [redacted] purchased a vehicle service contract with our company on 04/25/for her Jeep Wrangler upon receiving a notification informing her that her factory warranty was expiredMs [redacted] made her initial investment as well as a monthly installment and was open and eligible to filing claims on her WranglerOn 06/16/2016, Ms [redacted] called in saying that she had two policies and she no longer wanted to pay for twoIn this rare circumstance, our representatives would ask questions about both policies to make sure that we provide the customer with the best possible information about bothWe want to make sure that our customers are satisfied with their coverage as well as the cost, so we would want to compare both polices to make sure that Ms [redacted] gets the most for her money, especially considering the amount of money that she had invested into the policy purchased with our companyWe apologize that Ms [redacted] felt that the questions in trying to help her were unnecessaryWe strive to provide exceptional customer serviceAt this time, Ms [redacted] 's policy has been cancelled, therefore she is no longer open and eligible to filing claimsAlso, on 06/16/Ms [redacted] was given the proper information so that she can receive her pro-rated refund check in the mailIf Ms [redacted] has any questions about the pro-rated refund she can contact customer service at [redacted] Once again, we do apologize for any inconvenience that this has caused Ms [redacted] , our representative was only trying to help the customer

To Whom This May Concern: We sincerely apologize that Ms [redacted] felt that our representative wasn't able to satisfy her needsWe do record all calls for quality assurance and training purposesIn this case, Ms [redacted] was never told that she can not cancel her policyShe was just asked a few questions as to why her policy was no longer satisfying herMs [redacted] ended up hanging up on our representative after a short period of timeOur representative attempted to call her back and notify her that the policy was cancelled and that her initial investment was refundedUnfortunately, Ms [redacted] didn't answer her call to get that important informationMs [redacted] no longer has coverage with our company and has been refunded in full per her contractIf she has any other questions, she can reach us at [redacted] Thank you

To Whom This May Concern: Ms [redacted] purchased coverage on her vehicle in September of She set up coverage on a vehicle that had over 80,miles on the vehicleShe was qualified with the powertrain Gold protectionWhen she purchased this coverage she was explained what was coveredShe was also sent a policy booklet that outlined the coverage of what is coveredMs [redacted] has a part specific policyIf it's not listed for coverage, then it wouldn't be a covered componentEleras Group reached out to the administrator that covers her vehicleThe last time any repair facility has attempted to call in a claim was in April of 2017, months agoThe component that was called inquired about was not a covered componentMr [redacted] never reached out to our company in regards to this repairWe apologize for the concern, however as the policy states the administrator will only pay for the covered repairsThe administrator will, however, pay for COVERED repairs that are outlined in the contractWe again sincerely apologize for any confusion or frustration that was experienced months ago We have reached out to Ms [redacted] , and made sure to clarify any and all confusion personally since we haven't heard from her If Ms [redacted] has any other questions or concerns about the coverage that she purchased, she can contact [redacted] Thank you

To Whom This May Concern: Ms [redacted] called our company on 11/04/to purchase coverage on her vehicleShe was provided coverage through an A+ rated administratorMs [redacted] called back in only minutes after putting only a fraction of her in initial investment down on the policyMs [redacted] stated on a recorded line that she wanted to cancel the coverage that she just purchasedOn that call, she spoke with one of our representatives whom had told her times in minutes that we would stop the coverage that she just purchasedShe was also told that she would be receiving a full refundOur computer system requires a disposition, therefore our representative had asked Ms [redacted] what had changed her mindMs [redacted] didn't want to cooperate and ended up hanging up on our representative after only minutesShe then called back in immediatelyPer department procedures, she was transferred to a supervisorOn the supervisor phone call (which also only last approximately minutes and seconds) Ms [redacted] told the representative that she wants this cancelled and her money back or she will call her bank and say that it was a fraudulent transactionShe also told the supervisor that she needs to cancel it without question and do her jobThe supervisor kindly relayed to Ms [redacted] that she is getting this policy cancelled and she is getting a full refund of the partial investment she had madeMs [redacted] was also told that calling her bank to report fraudulent charges would just pro long the refund because the bank would put a hold on that moneyMs [redacted] was still making threats on fraud charges and complaints and then disconnected the phone callAt approximately 9:am CST, Ms [redacted] 's MasterCard was credited back in fullHer policy was also backed out at that same timeUnfortunately, Ms [redacted] disconnected the call on the supervisor at less than minutes so she was unable to have that information relayed to her properlyThe supervisor did call her back and leave her a voicemail, but Ms [redacted] has yet to return that callWe appreciate any and all feedbackIf Ms [redacted] has any questions or concerns we would be more than happy to provide her with any and all information she is requesting at [redacted]

To Whom This May Concern: Mr [redacted] called into our company on 02/06/to purchase coverage on his Chevy CruzeHe received a notification in the mail letting him know that his factory warranty was either expired or about to expireOn the letter he received it clearly states that we have no affiliation the manufacturer and that we are not the manufacturerAgain, this is clearly written on the notification sent to Mr [redacted] In no way does Eleras Group represent themselves as anyone that they are notEleras Group is a selling agent that sells vehicle service contracts through A+ rated administratorsEleras Group is not a scamOur administrators have paid over billion dollars in claimsWe apologize for any confusion that Mr [redacted] experiencedHe did reach out to our company on 02/07/to cancel the policy he set upOn that day, the policy was cancelled and the $that he paid in an initial investment was immediately credited back to the card he paid inHe has already received his money back well before this complaint was madeIf he has questions or concerns in regards to the refund, he can call us at [redacted] Lastly, in no way does Eleras Group ever represent themselves as someone they are notWe do want to mention that any dealership is a 3rd party as wellThe dealership is not your manufacturer, they are a franchiseEleras Group is not a dealership or a manufacturer and we make that aware on our notifications

Complaint: [redacted] I am rejecting this response because: I have spoken to my bank and there is no trace or proof of a refund(I do not accept the response of whomever wrote the emailI asked MANY times to cancel and all I recvd was a ton of excusesOnly after threatening fraud was I transferred to a supervisor who still gave multiple excusesShe stated she would cancel, but told me I did not do my research or "I don't call your work and tell you how to do your job!" or "I'm talking!"The lady never told me when it would be refunded and still continued to talk about being "#1" in the businessI SIMPLY WANT A REFUND! I would like the money back in my account BY THE END OF TODAYI was advised if I filed a complaint with my bank, the refund process would only take longerI have withheld the complaint, for the momentAgain, I WANT MY MONEY BACK IN MY ACCOUNT BY THE END OF TODAY OR A COMPLAINT WITH MY BANK WILL BE FILEDAlso, regardless of paying for a fraction or the entire amount, I still request a refund Sincerely, [redacted]

To Whom This May Concern: Ms [redacted] reached out to our company on 09/10/2016, to purchase a vehicle service contract on her Dodge Ram During that time, she put an initial investment down of $She also agreed to monthly installments of $which would be automatically withdrawnShe was also given all the terms and conditions of the policy.On 10/10/2016, Ms [redacted] called in to our company to stop the coverage on her vehicleAt this time, her monthly installment had already been withdrawnShe reached out to the representative saying that she has to stop coverage because she was in a car accident and her insurance isn't paying the repair and she needs her moneyOur representative had began to go through the standard cancellation proceduresDuring this time, Ms [redacted] told the representative that her mouth was hurting and she doesn't feel like talking right nowShe then disconnected the phone call on our representativeOur representative attempted to call Ms [redacted] back, with no successAt that time, the proper cancellation procedures were unable to be given because Ms [redacted] had disconnected the phone call.On 10/12/2016, Ms [redacted] had called our company and reached the transfer departmentThe transfer department had told her that there was notes in there from the last conversation and that it looked like the cancellation was in process, but the procedures were not given because she had disconnected the phone callAgain, we attempted to reach out to Ms***, wih no successFinally, on 10/28/2016, Ms [redacted] had reached back out to our company in regards to our attemptsShe said that she hasn't received her refund yetThe representative kindly informed her that her cancellation process wasn't finished and that the last time we actually began the process she hung up on our companyMs [redacted] was yelling at our representative demanding her refund in it's entirety and attempting to dictate the cancellation processOur representative had told Ms [redacted] times in minutes, that her policy has been stopped but there are procedures that she needs to follow that are clearly outlined in her policy booklet that she received on 09/19/Those procedures would be that Ms [redacted] needs to write a cancellation letter to the department with the ending odometer reading on her vehicleNever once was Ms [redacted] told she can not receive a refund, in fact, she was told verbatim, "Per her policy, in the Florida addendum, you are entitled to a full refund within the first days upon following the cancel procedures." We are more than happy to give Ms [redacted] her refund that she is rightfully entitled to, we just need the proper documentation in order to process thatShe was told this on a recorded lineUnfortunately, since she was yelling at the representative she may not have been able to write it all downWe apologize for any inconvenience that this has caused, if Ms [redacted] has any other questions or concerns, she can call us at [redacted]

Initial Business Response /* (1000, 5, 2016/01/11) */
To Whom This May Concern:
Ms***'s reached out to our company on 12/28/upon receiving a notification in the mail offering her an opportunity to put additional protection on her vehicleWhen asked by our representative if her vehicle
was in good running condition she informed him that there was a transmission leak along with a few other issues on the vehicleAt that time, the representative told Ms***'s that we were unable to qualify her vehicle for any protection due to pre-existing conditionsMs*** was then upset with our representative and demanded to know how the notice was mailed to her householdThe representative had told her that he was unaware because he was in sales and would not know any information regarding the mail
Eleras Group uses a third party vendor to send out notifications to potential customersEleras Group does not know where the third party vendor would obtain the information
The notification the the potential customer would receive allows them the opportunity to call and see if their vehicle is eligible for additional protectionMs*** was not eligible for protection due to the condition her vehicle was in upon the phone call, but we have removed her from our database to ensure she receives no further notifications in the future from our company
The Eleras Group strives to provide exceptional customer service and we encourage our potential, existing, and former customers to please contact us directly for questions or concerns that you may have

To Whom This May Concern:We sincerely apologize that you felt that your customer service representative treated you with a rude demeanor, we do strive to provide excellent customer serviceWe do monitor all calls for training and quality assurance and will make sure that we utilize the phone call
for exactly those reasonsYour policy was cancelled as you very much asked and the representative was just trying to help compare policiesWhen purchasing vehicle service contracts, cheaper isn't always better. Again, we sincerely apologize that you felt treated that way, in no way was that Eleras Group's intentionAll the original concerns were handled over the original phone call if there are any more questions or concerns we would advise you to go ahead and contact us at *** to discuss all matters over the phone. Thank you

To Whom This May Concern:All calls are recorded for quality assurance and training purposes. Mr*** has never and will never be denied a refundHe is eligible for a pro-rated refund, as stated in his contractMr*** does have to follow the proper procedures that are listed in his policy bookletAgain, we would be more than happy to provide those to Mr*** over a recorded phone line, againThe customer service number is ***. If Mr*** does not want to call our company, he can review the proper procedures listed in his contract. Mr*** has never been denied any refund and is now making accusationsAll our calls our recorded and monitored. Mr*** became completely irate on the phone call when our customer service representatives were attempting to help him. Mr*** does not have to provide us any information in regards to his third party policy purchased through the dealership, he just needs to follow the proper procedures for documentation that are written and outlined in his contract. Page 10, bullet #outlines the proper documentation that is needed in order for our company to process Mr***'s pro-rated refund. Thank you again

Initial Business Response /* (1000, 5, 2015/10/22) */
Dear Valued Customer,
Your feedback is appreciated yet concerningI am sorry that you were somehow misinformed about our companyEleras Group Incis a 3rd party selling agentWe sell you coverage based off of the factory warranty
informationToyota, the manufacturer, puts a factory warranty on your vehicle for years or 36K miles, whichever comes firstYour vehicle is out of that coverageThey will also provide you a power train coverage which expires at years or 100K miles, whichever comes firstUnfortunately, your vehicle is outside of bothWe would have send you a notification informing you that you are out of coverage that the manufacturer offersWhen you called our company on 08/17/2015, we were able to offer additional protection for the vehicle, which you authorized on a recorded lineThe coverage that you were set up with is through an A+ rated administrator with the Revdex.comThey also have an A rating with the AM BESTThe manufacturer does not offer coverage after the factory warranty expiresA dealership, which is an independently owned company may offer to sell you coverage but they are not the manufacturerThe administrators that we sell coverage through may also be sold out of dealershipsWe apologize that you were misinformed by your dealershipWe strive to provide exceptional customer serviceMr*** policy was cancelled on 10/19/per his requestStated in the policy on page S1, that was delivered to Mr*** via first class mail on 08/25/2015, the customer is eligible for a pro-rated refund based off the time and mileageIn order to receive a pro-rated refund, Mr*** would need to follow the cancellation procedures that are also stated clearly in his policy bookletIf Mr*** has questions or concerns about those procedures he can contact the customer service department at XXX-XXX-XXXXWe would be more than happy to help assist in satisfying his resolutionOnce again, we apologize for any confusion and apologize for all accusations that were given to Mr*** about our companyEleras Group Incis not a scam
Thank you
Initial Consumer Rebuttal /* (2000, 7, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their response because they acknowledged the situation and gave me the exact solution that I wanted

To Whom This May Concern: This policy was cancelled out when we spoke with the consumer upon her request of cancellingShe was also refunded her full down payment amount of $495. The policy comes standard with a $deductible on covered repairs, it is per use...not repairMs***
*** was provided all the terms and conditions of the policy on the original phone call and also via First Class MailMs*** agreed to all terms and conditions of the policy. Eleras Group never refused to cancel her policy, all calls are recorded for quality assurance and training purposes. As stated before, per the consumers request, the policy was cancelled and refunded accordingly. If you have any other questions you may contact customer service at ***
Thank you

To Whom This May Concern: Ms*** called into our company on 04/21/to purchase a vehicle service contract on her Honda Civic after receiving one notification from our company letting her know that her factory warranty has expiredThere are other companies that sell vehicle
service contracts and Ms*** may have received notifications from them as well, but she only received one from our company. Ms*** is past due on her monthly installment, so she has been receiving collection calls in order to receive payment for the past due amount. When Ms*** was called yesterday for her past due installment, she said she wanted to cancel the policyShe told the representative that she found cheaper coverage through the dealershipOur representative was just explaining to Ms*** that cheaper isn't always better and normally it's cheaper because it's lesser coverageThe representative was trying to help Ms*** resolve any issues. All our calls are recorded for quality assurance and training purposes, Ms*** was never told that she can not cancel her policyIn fact, she was told that we would absolutely do soThe duration of the phone call was no where near minutes before Ms*** disconnected the callOur representative tried to reach back out to Ms*** since the call was abruptly disconnected with no noticeMs*** did not answer. Ms*** was given coverage through an A+ rated administrator with the Revdex.comNever once would we represent ourselves as the administratorEleras Group is the vendor that sells the protection through the A+ rated administratorsOur administrators have paid more than billion dollars in claims and hold an A+ ratingMs*** was given some of the best protection through one of the best administrators. We do apologize for any inconvenience that Ms*** feels like she has experiencedWe do strive to provide exceptional customer careWe appreciate any feedback given by customers and want Ms*** to know that any concerns she was having could be addressed through customer service rather than through third party, Revdex.comWe are more than happy to help Ms*** with any other questions or concerns she may have in the future and again we apologize for any inconvenience that she had. Please contact us at *** with any questions or concerns. Thank you