Eleras Automotive Group

To Whom This May Concern:This policy has been cancelled. And the customer has been refunded in full. We have spoken with the customer before this complaint was made and were under the impression that this had been resolved considering this was explained in full detail. If there are
any other questions or concerns, please contact us at ***

To Whom This May Concern:Mr*** received a notification in the mail making him aware of his vehicle's factory warranty being expiredDodge, the manufacturer, only offers a factory warranty of years or 36k miles, whichever comes firstMr*** may have just purchased his vehicle, but
considering he purchased it used with over 36k miles, it is out of factory warranty. The manufacturer, Dodge, is different from the dealership that Mr*** usesThe Dodge dealership that Mr*** takes his vehicle to, is a franchise an independent company, not the manufacturerMr***, may have purchased additional coverage with the third party dealershipIf so, this policy would most likely be built into his car loan. Our company made multiple attempts to reach Mr*** in regards to a declined payment towards his policyOur company called Mr*** in reference to this matter on 9/through 9/On 10/03/2016, Mr*** finally returned the phone calls stating that he wanted to stop the coverage that he purchased on 08/29/Eleras Group strives to provide exceptional customer serviceThe representatives in the department are trained to help the customer when help may be neededOur representative was asking Mr*** a few questions in regards to stopping the protection on his vehicleUnfortunately, Mr*** was not accepting any help that was attempting to be provided and was consistently shouting at the representativeMr*** was made aware that his policy was terminated on that phone call. As far as the refund of $goes, Mr*** has not invested $into the policy, he has only paid a fraction of that amountMr*** has received a policy booklet that outlines any and all refund terms and conditionsIf Mr***, has any additional questions pertaining to his refund, he is more than welcome to reach out to the customer service department at ***. Thank you for your feedback

To Whom This May Concern: This is not a customer of Eleras Group. This customer may have been sent a notification letting them know that their factory warranty is either expired or about to expireThere is no where on the notification where we claim to be Toyota or the dealershipThere
is actually a spot on the notification that we explain that we are not affiliated with either of the above. In no way, shape, or form does Eleras Group claim we are authorized to sell vehicle service contract under the Toyota name. Eleras Group sells vehicle service contracts through A+ rated administrators. We apologize that the notification was so upsetting or what you presumed to be misleadingIf there are any other questions or concerns or to be removed from the mailing list you can contact us at ***. Again, this is not a customer of Eleras GroupWe have no record of this person speaking with any of our representatives

Initial Business Response /* (1000, 5, 2016/02/17) */
To Whom This May Concern:
Eleras group sincerely apologizes for the unfortunate inconvenience of receiving one notification from our company has caused Mr***
Mr*** would have received a significant notification notifying him that
the factory warranty on his vehicle is either expired or about to expireThe notification is time sensitive due to the fact that once the factory warranty is expired, the manufacturer will not offer coverage after thatIf Mr*** wishes to be removed from our mailing database, we would need him to provide us with the APP # on the top left corner of the notificationHowever, there are multiple other companies that would mail similar notificationsThe notification that Mr*** received may or may not have been from Eleras GroupProviding us with the app # would remove Mr*** from our mailing database only
If Mr*** is continually receiving mail that he does not desire, Eleras Group would advise Mr*** to take that up with agencies that he claims to be registered with
Once again, Eleras Group apologizes for the inconvenience that Mr*** has experienced by receiving one notification from Eleras Group, although it could have been from another company as wellEleras Group would be more than happy to remove Mr*** from the mailing databasePlease provide us with the App # listed on the notification
Thank you and we appreciate your feedback
Initial Consumer Rebuttal /* (3000, 7, 2016/02/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company has full knowledge of who they're sending their mailings toMy warranty is in effect for the next monthsThis is the same canned response I would expect from an unscrupulous company such as this and I will not put up with the run around
Please see ***/ as you are a direct marketerThis is a well known national program for direct marketersMost, and I state again, most credible companies don'w want to bother people with such mailings if they do not want them
I have received these from your company and others that I have researched thoroughlyI am recommending that you cease with your shady practices and stop sending these mailings, period

To Whom This May Concern: This is not a customer of Eleras Group's. Eleras Group also does not make any outbound phone calls for salesWe also do not do any robo-dialingMr*** may have received a notification stating that his factory warranty is either expired or about to
expire based on the age and miles of the vehicle. Again, this is not a customer of Eleras Group's

Complaint: ***
I am rejecting this response because: At the rate the conversation was going, I could have spent the entire day answering their questions and listening to them talkFrom now on, they should comply to the clients wishes instead of dong a hard sell as to why to keep the coveragePeople are very busy and they don'g have time to listening to them constantly talking on the phone for something they don't want
Sincerely,
*** ***

To Whom This May Concern: We would be more than happy to remove you from our mailing list, please call us at *** and provide us with the customer ID # in the top left hand corner of the notificationThere are other companies that send out notifications, so the notification you
received may not be from Eleras Group Removing you from our database, will remove you from our mailing list onlyBut Eleras Group can not speak for any other company that may send you a notificationPlease provide us with the Customer ID number, and we will remove you as soon as possible. Lastly, we send out notifications based off of your factory warranty being expired, or about to expireEleras Group provides coverage to our customer's through A+ rated administrators through the Revdex.com that have many years of experience in protecting vehicles from mechanical and electrical breakdownsOur administrators have paid over $billion dollars in claimsThis is legitimate and precise coverage that Eleras Group offers our customers. We do apologize for the inconvenience that receiving a notification in the mail has caused you

To Whom This May Concern:Eleras Group sends a notification to potential consumers, based off of the original factory warranty informationAny and all notifications sent to potential consumers are informative notifications, allowing prospective buyers the chance to purchase additional protection on
their vehicleFactory warranties are provided by the manufacturer and once those are expired, you are unable to renew itThe alternative solution would be to purchase additional coverage for the vehicle. Considering that Eleras Group does not market internationally, there is no violation of 'International Direct Marketing Association'. Eleras Group does not discriminate when it comes to providing vehicle service contracts to potential customersWe provide vehicle service contracts to customers that are wanting to keep their vehicle protected, knowing they can not afford the cost of a repair bill\Eleras Group provides coverage on any and all qualified vehicles through A + rated administrators that have provided over years of experienceThe administrators that we have direct relationships with, have paid over billion dollars in claimsThe services that Eleras Group provides, are legal, legitimate, and permissible. Eleras Group sincerely appreciates any and all feedbackWe do strive to provide exceptional customer satisfaction. Eleras Group would be more than cooperative in assisting Mr*** to remove his name from our mailing list, in order to do so adequately we would need Mr*** to provide us with the Customer App Number on the top left hand corner of his noticeWe also would like to mention, that we can not remove him from any other companies databaseSo any notifications that he would be receiving in the future, would be from a different vendor, not Eleras Group

These people are Crooks do not allow them . I forked out so much money and my first claim was denied. I was locked out of my car and they said I had to pay out of pocket, when this says it was supposed to be in the contract. And I had the electrical liftgate go out and that was not covered when it says in my contract it was covered. Please be cautious when using this company.

To Whom This May Concern:Ms. [redacted] purchased a vehicle service contract with our company on 04/25/2016 for her 2008 Jeep Wrangler upon receiving a notification informing her that her factory warranty was expired. Ms. [redacted] made her initial investment as well as a monthly installment and was...

open and eligible to filing claims on her Wrangler. On 06/16/2016, Ms. [redacted] called in saying that she had two policies and she no longer wanted to pay for two. In 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 both. We 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 company. We apologize that Ms. [redacted] felt that the questions in trying to help her were unnecessary. We strive to provide exceptional customer service. At this time, Ms. [redacted]'s policy has been cancelled, therefore she is no longer open and eligible to filing claims. Also, on 06/16/2016 Ms. [redacted] was given the proper information so that she can receive her pro-rated refund check in the mail. If 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.

Complaint: [redacted]
I am rejecting this response because: When I asked them for my refund I was denied because I wouldn't tell them what kind of policy I had with my dealership.
Sincerely,
[redacted]

To Whom This May Concern: We reached out to Ms. [redacted] and better explained the protection that she purchased. She purchased protection through an A+ rated administrator. Eleras Group sells vehicle service contracts through A rated administrators who pay out on claims. In 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.

Complaint: [redacted]
I am rejecting this response because:
the [redacted] DID received my certified letter to cancel the account as per the tracking record that I have from the United States Post Office that states the time of delivery and that it was "given to a person at the company".  There is NO confusion on my part: I sent 2 certified letters -one to [redacted] and one to [redacted].   I am will accept the cancellation of the service but not the statement that they did not receive my letter. 
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 2010 Dodge Ram 1500. During that time, she put an initial investment down of $195.00. She also agreed to 15 monthly installments of $185.80 which would be...

automatically withdrawn. She 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 vehicle. At this time, her monthly installment had already been withdrawn. She 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 money. Our representative had began to go through the standard cancellation procedures. During this time, Ms. [redacted] told the representative that her mouth was hurting and she doesn't feel like talking right now. She then disconnected the phone call on our representative. Our representative attempted to call Ms. [redacted] back, with no success. At 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 department. The 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 call. Again, we attempted to reach out to Ms. [redacted], wih no success. Finally, on 10/28/2016, Ms. [redacted] had reached back out to our company in regards to our attempts. She said that she hasn't received her refund yet. The 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 company. Ms. [redacted] was yelling at our representative demanding her refund in it's entirety and attempting to dictate the cancellation process. Our representative had told Ms. [redacted] 7 times in 5 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 09/19/2016. Those procedures would be that Ms. [redacted] needs to write a cancellation letter to the department with the ending odometer reading on her vehicle. Never 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 60 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 that. She was told this on a recorded line. Unfortunately, since she was yelling at the representative she may not have been able to write it all down. We apologize for any inconvenience that this has caused, if Ms. [redacted] has any other questions or concerns, she can call us at [redacted].

To Whom This May Concern: [redacted] set up a vehicle service contract with our company on 07/17/2017 for her 2013 Subaru Forester. That was the first time we had contact with [redacted]. On 10/11/2017, [redacted] called into our customer service department. She notified us that she had...

set up 2 policies with 2 different companies...one of them being ours. She said that she sent a notarized letter to the other company but she had not heard back from them yet. On 10/11/2017, she notified us that she wanted to keep the coverage plan through us and cancel with the other coverage plan provider. At that time, the customer was satisfied. On 03/19/2018, she called into our company and said that she had sent us a letter. We reminded her that she sent this letter to the other company per our last recorded conversation on 10/11/2017. On 03/19/2018, she mentioned that she couldn't afford this coverage and agreed to remembering she sent the letter to the other company and not ours. Our representative helped her with her payments and she said she wanted to keep our policy. Again, on a recorded line on 03/19/2018 [redacted] said she wanted to keep our plan. On 03/28/2018, we received notification from the bank that [redacted] charged back payments. The policy ended up cancelling for non payment. We reached out to [redacted] on several occassions on 03/28, 03/29, and 04/02 with no success in reaching her. On 04/03/2018, [redacted] finally contacted our company in regards to our follow ups. She mentioned that she just can't afford to keep this and to leave it cancelled for non payment. If [redacted] has any questions or concerns she can contact our customer service department at [redacted]. There is obviously some major confusion with whom she sent the letter to, but she did not send a letter to our company.

To Whom This May Concern: Ms. [redacted] purchased coverage on her vehicle in September of 2016. She set up coverage on a 2013 vehicle that had over 80,000 miles on the vehicle. She was qualified with the powertrain Gold protection. When she purchased this coverage she was explained what was...

covered. She was also sent a policy booklet that outlined the coverage of what is covered. Ms. [redacted] has a part specific policy. If it's not listed for coverage, then it wouldn't be a covered component. Eleras Group reached out to the administrator that covers her vehicle. The last time any repair facility has attempted to call in a claim was in April of 2017, 9 months ago. The component that was called inquired about was not a covered component. Mr. [redacted] never reached out to our company in regards to this repair. We apologize for the concern, however as the policy states the administrator will only pay for the covered repairs. The administrator will, however, pay for COVERED repairs that are outlined in the contract. We again sincerely apologize for any confusion or frustration that was experienced 9 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] contacted our company on 06/23/2015 to purchase a vehicle service contract on her 2008 Nissan Altima. She purchased a 4 year/additional 60K mile PREMIUM policy that will cover her vehicle's mechanical and electrical breakdowns. Ms. [redacted] invested 8...

monthly installments into the policy that she purchased and had only 16 remaining to be completely paid in full til 07/22/2019. She had reached out to our company because she had been having a hard time financially. Our representatives in the customer care department specialize in helping customers that are on fixed incomes, laid off from jobs, or just going through a financial difficulty. Every representative will put their best foot forward in helping to assist our customers and make this policy work a little better on their budget. Ms. [redacted], agreed to the help that was given. Our representative was able to push her monthly payments out from 12 monthly installments to 24 monthly installments to ensure that the customer could pay a more affordable monthly installment. On 05/10/2016, Ms. [redacted] reached out to our company to stop the coverage on the vehicle. The representative spent some time talking with Ms. [redacted] stating (on a recorded line) that we would stop the coverage for her but wanted to see if there is anything else we can do to help or any other program that we could put her into to help with the monthly installment for that month. During that call the representative made it clear to Ms. [redacted] 6 times that we will stop her coverage and that we are just trying to help her because at this time she is open and eligible to filing claims. By stopping her coverage all claims filed will no longer be paid due to the fact that her coverage will no longer be active coverage. The supervisor did get on the phone call on 05/10/2016 to better assist Ms. [redacted] due to the fact that she was crying and upset. The representative was unsure what caused Ms. [redacted]' emotional reaction considering this doesn't happen often therefore she sent the call to a supervisor presuming that's what the customer desired. Ms. [redacted] told the supervisor that she would call back and then disconnected the call. The supervisor did make one attempt to reach back out to Ms. [redacted] with no success. Since we have not heard from the customer the policy has since then been cancelled on 05/12/2016. At this time, Ms. [redacted] is no longer able to file any claims on her vehicle. The A + rated administrator has been made aware of the cancellation of the contract as well. We apologize for any inconvenience that Ms. [redacted] has experienced. We strive to provide exceptional customer service and want all our customers to remain satisfied. Since Ms. [redacted] is comfortable with and wanting us to stop the breakdown coverage on her vehicle. We have already respected her wishes. As far as any refund, she would need to follow the cancellation procedures listed in her policy booklet. If she has any questions in the future she is more than welcome to contact the customer service department directly at [redacted]. Thank you.

Complaint: [redacted]
I am rejecting this response because:
Your customer representative did mean to be impolite, it was very evident, and she got upset since I did not give the information about the other company. I already told the representative that I compared products apples for apples. The representative still continued to pressure me in giving information I wish to no disclose. Thank you for kindly trying to make it seem like there was no issue, but I am convinced that the customer reps are trained to be so aggressive to make a sale even if it belittles potential clients. I am not the only one complaining about your customer service department. It is apparent they need training. Also just to let you know for security measures, there was no information verification to ensure they were speaking with the right person. I called said what I wanted and after the rude discussion from you rep, I was refunded my money back without ever giving any personal information such as name, address, credit on file, date of birth, or last 4 of social.

To Whom This May Concern: Eleras Group sends out a time sensitive notification to inform you that your factory warranty is either expired or going to expire. The manufacturer only offers a limited factory warranty and once that has expired you are out of coverage. Eleras Group simply offers you...

the opportunity to purchase additional protection to help assist you with your repairs when that time occurs. That is all that the notification would be, simply just an offer. In no way, does Eleras Group "unfairly push" consumers into purchasing our product. Our consumers all genuinely want to provide themselves with protection against future repairs. There are other companies that would offer protection and send out notifications, perhaps Mr. [redacted] received an offer from another company. If Mr. [redacted] wishes to be removed from the mailing list he can simply call the phone number listed on the notification and kindly ask to be removed. We just need to be provided with the ID number that is listed on the notification. In order to do so, Mr. [redacted] can contact customer service at [redacted].  Thank you.

The initial complaint from Ms. [redacted] stated that she wanted her policy cancelled and refunded. This was done exactly as she wished on 11/08/2017. Ms. [redacted] had her policy cancelled and refunded. She ended the phone call before our representative could explain this to her and also didn't answer any of the follow up phone calls from our representative. Any customer service department is going to want to know why they are losing business, so of course it would have been asked what changed Ms. [redacted]'s mind about Eleras Group providing her with coverage on her vehicle. When it comes to coverage you pay for what you get. The Eleras Group provides coverage through A + rated administrators that have many years of experience in protecting vehicles. Lastly, the recorded phone conversation between our representative and Ms. [redacted] was a very short lived call but her request was processed as she asked. Unfortunately, she ended that phone call all too quickly to get the information she requested. She also wouldn't answer any phone calls returned to her to allow us to provide her with the information that she wished to have. If Ms. [redacted] has any other questions or concerns, it would be best for her to contact us at [redacted]. Thank you.