Eleras Automotive Group

To Whom This May Concern: Mr. [redacted] called into our company on 10/29/2016, to purchase additional coverage on his vehicle. On that recorded phone call, Mr. [redacted] had authorized two times that it was okay to be set up on an automatic draft for his monthly installments. Mr. [redacted] was also...

told that he has a 30 day and 1,000 mile validation period before being eligible to file any claims. On 11/07/2016, Mr. [redacted] called in, only 9 days after purchasing the coverage, to file a claim on his vehicle. He was told on that call that he is still in his 30 day and 1,000 mile validation period. Mr. [redacted]'s monthly installment was processed on 11/29/2016, and declined due to insufficient funds. The customer service department had reached out to Mr. [redacted] to collect the monthly installment that declined. On 11/30/2016, Mr. [redacted] had called back in, returning the phone calls we had left him. He then proceeded to tell us that he wanted to discontinue the coverage. This whole phone call lasted a total of only 26 minutes, even with being transferred to a supervisor at Mr. [redacted]'s request. Mr. [redacted] had told the initial representative that he wasn't sure why he had to make a decision on the phone call when he purchased the policy. The customer service representative had explained to Mr. [redacted] that we do have customer's that will get information about the policy, decline it, call back and try to set up coverage when their vehicle is already broken down, and therefore attempt to commit insurance fraud. No one accused Mr. [redacted] of committing any type of insurance fraud. In fact, since his payment had declined for insufficient funds, the customer service department was attempting to provide assistance in helping Mr. [redacted]. Mr. [redacted] was persistent on cancelling his coverage, and after being transferred to the supervisor began to get very abrasive with the supervisor. He did end up disconnecting the phone call. The supervisor did attempt to call him back and leave a voicemail, which Mr. [redacted] did not answer nor reply to it. The coverage was cancelled on that last 26 minute phone call that our company had with Mr. [redacted]. This was cancelled per his request.  Thank you.

Revdex.com:
I apologize for the really late response as i've been out of town but I wanted to confirm that Eleras group refunded all my money to my account on Wednesday 2/14/18 as well as I had to get a new debit card for my security because of Eleras. Thank you for your help Revdex.com very much appreciated I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Dear Valued Customer,
We definitely appreciate your feedback and apologize for the inconvenience that this has caused you. Eleras Group, our company, is the vendor. We are the ones that sold you your policy. Your policy has an administrator that pays out on your claims. The 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 vehicle. When a problem or breakdown occurs it is the administrator's job to determine the cause of the problem. In this situation your vehicle did just come out of the validation period of 30 days and 1,000 miles. The administrator will send out an inspector when there is any large repair. They need a professional to come and take a look after the vehicle has been broken down by the mechanics. In your situation the inspector came out and took pictures of the breakdown of the vehicle that the mechanic supplied him. The examination proved that the vehicle failure was due to the teeth on the sun gear being worn down and burnt. After the inspector takes pictures of the breakdown, an adjuster then looks at the pictures and makes the determination. Teeth being worn and burnt on the sun gear is caused over a lengthy period of time. The claim was called in to the claims department on August 10th, which was exactly 40 days into the contract, 10 days after the grace period expires. The amount of wear and tear on the sun gear would not have been done in 10 days of the time the policy was active. Therefore, this is considered a pre-existing condition. We 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 administrator. The customer service department at Eleras Group strives to provide exceptional care to our customers. We would be more than happy to assist you with your needs. Please call our office at XXX-XXX-XXXX so that we can further assist you with the resolution that you are requesting. Once again, we apologize for the inconvenience that this caused you. We are more than happy to further assist you, please call the customer service department.

To Whom This May Concern: Ms. [redacted] called our company on 11/04/2016 to purchase coverage on her vehicle. She was provided coverage through an A+ rated administrator. Ms. [redacted] called back in only 10 minutes after putting only a fraction of her in initial investment down on the...

policy. Ms. [redacted] stated on a recorded line that she wanted to cancel the coverage that she just purchased. On that call, she spoke with one of our representatives whom had told her 5 times in 3 minutes that we would stop the coverage that she just purchased. She was also told that she would be receiving a full refund. Our computer system requires a disposition, therefore our representative had asked Ms. [redacted] what had changed her mind. Ms. [redacted] didn't want to cooperate and ended up hanging up on our representative after only 6 minutes. She then called back in immediately. Per department procedures, she was transferred to a supervisor. On the supervisor phone call (which also only last approximately 3 minutes and 59 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 transaction. She also told the supervisor that she needs to cancel it without question and do her job. The 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 made. Ms. [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 money. Ms. [redacted] was still making threats on fraud charges and complaints and then disconnected the phone call. At approximately 9:32 am CST, Ms. [redacted]'s MasterCard was credited back in full. Her policy was also backed out at that same time. Unfortunately, Ms. [redacted] disconnected the call on the supervisor at less than 4 minutes so she was unable to have that information relayed to her properly. The supervisor did call her back and leave her a voicemail, but Ms. [redacted] has yet to return that call. We appreciate any and all feedback. If 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: We sincerely apologize that Ms. [redacted] felt that our representative wasn't able to satisfy her needs. We do record all calls for quality assurance and training purposes. In this case, Ms. [redacted] was never told that she can not cancel her policy. She was just asked...

a few questions as to why her policy was no longer satisfying her. Ms. [redacted] ended up hanging up on our representative after a short period of time. Our representative attempted to call her back and notify her that the policy was cancelled and that her initial investment was refunded. Unfortunately, Ms. [redacted] didn't answer her call to get that important information. Ms. [redacted] no longer has coverage with our company and has been refunded in full per her contract. If she has any other questions, she can reach us at [redacted]. Thank you.

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 email. I asked MANY times to cancel and all I recvd was a ton of excuses. Only after threatening fraud was I transferred to a supervisor who still gave multiple excuses. She 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 business. I SIMPLY WANT A REFUND! I would like the money back in my account BY THE END OF TODAY. I was advised if I filed a complaint with my bank, the refund process would only take longer. I have withheld the complaint, for the moment. Again, I WANT MY MONEY BACK IN MY ACCOUNT BY THE END OF TODAY OR A COMPLAINT WITH MY BANK WILL BE FILED. Also, regardless of paying for a fraction or the entire amount, I still request a refund.
Sincerely,
[redacted]

To Whom This May Concern:Ms. [redacted] purchased coverage through our company on her 2013 Dodge Avenger on 02/04/2016. On 08/04/2016, Ms. [redacted]'s credit card declined for her monthly installments due to insufficient funds. Therefore, our company reached out to Ms. [redacted] for the past due installment on...

08/04, 08/05, 08/08, 08/09, 08/10, and  08/11 with no success in reaching the customer. On 08/12/2016, Ms. [redacted] reached out to the customer service department after receiving messages from our company in regards to her past due installment. Ms. [redacted] spoke with a representative and said that she wanted to stop the coverage on her vehicle. Our customer service department strives to provide exceptional customer service. The representative asked her what changed her mind after investing so much money into the policy and Ms. [redacted] said she was having some trouble with finances. The representative at that time, had told Ms. [redacted] that we can stop the coverage but he has some things that he may be able to help her with now so that he can save her the hassle of losing the breakdown coverage that she invested so much money into. Unfortunately, Ms. [redacted] didn't want to listen to any help that could be provided and said that she had "more important things to do with her time." When Ms. [redacted] requested to speak with a supervisor, the representative politely put her on a brief hold to get her to a supervisor. Ms. [redacted] disconnected the call after 2 minutes, only to back. She got to the same representative who told her he would get her to a manager and put her on another brief hold. Once again, Ms. [redacted] disconnected the call only to call back a 3rd time. By the third call, Ms. [redacted] was yelling at the representative to just cancel it. The representative advised Ms. [redacted] that the policy has been cancelled. Ms. [redacted] then proceeded to reprimand the representative on not just doing what she had asked from the beginning when she originally said to cancel it. Eleras Group apologizes for any inconvenience that this may have caused Ms. [redacted]. The customer service team is trained and specializes in helping our customers, especially when they may be experiencing financial difficulty. The customer service team has tools that they may utilize in certain circumstances to provide relief of a monthly installment. Ms. [redacted] was open and eligible to filing claims and had already passed the validation period. The representative was only trying to do his job and offer Ms. [redacted] help financially in regards to the policy that she had invested so much time and money into. At this time, Ms. [redacted]'s coverage on her vehicle has been cancelled per her request. This was done on the phone call on 08/12/2016. Ms. [redacted] is no longer open and eligible to filing claims on the vehicle for breakdowns. Once again, we apologize for the inconvenience that was caused and we wish Ms. [redacted] the best of luck with her vehicle. If Ms. [redacted] has any additional questions or concerns, she may call the customer service team at [redacted]. Thank you.

Initial Business Response /* (1000, 5, 2015/07/02) */
We are an inbound call center and do not make any outbound calls or do any cold calling. There are many other companies in this industry that have access to the same information that we do. We may have sent Mrs. [redacted] a written notification in...

the mail letting her know that their factory warranty has either expired or is soon to expire. We apologize for any inconvenience that this may have caused Mrs. [redacted] and her husband. We can make sure to remove Mrs. [redacted] from our mailing list. In order to do so, Mrs. [redacted] needs to provide us with the customer ID# that is located on the notification that we would have sent. If the notification is not from our company then she will need to contact the proper company in order to do so. We can only speak for our company in this matter. Once again, we apologize for the inconvenience that this has caused and we do strive to provide exceptional customer service. If Mrs. [redacted] has any questions or concerns we would advise her to go ahead and call the number on the notification and letting a representative help you. Lastly, please provide us with the customer ID # so that we can remove you from our list to prevent this problem from happening with our company again.

To Whom This May Concern: Mr. [redacted] called into our company on 02/06/2018 to purchase coverage on his 2013 Chevy Cruze. He received a notification in the mail letting him know that his factory warranty was either expired or about to expire. On the letter he received it clearly states that we...

have no affiliation the manufacturer and that we are not the manufacturer. Again, this is clearly written on the notification sent to Mr. [redacted]. In no way does Eleras Group represent themselves as anyone that they are not. Eleras Group is a selling agent that sells vehicle service contracts through A+ rated administrators. Eleras Group is not a scam. Our administrators have paid over 1 billion dollars in claims. We apologize for any confusion that Mr. [redacted] experienced. He did reach out to our company on 02/07/2018 to cancel the policy he set up. On that day, the policy was cancelled and the $225.00 that he paid in an initial investment was immediately credited back to the card he paid in. He has already received his money back well before this complaint was made. If 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 not. We do want to mention that any dealership is a 3rd party as well. The dealership is not your manufacturer, they are a franchise. Eleras Group is not a dealership or a manufacturer and we make that aware on our notifications.

To Whom This May Concern:  Mr. [redacted] contacted our company 2 years ago to inquire about purchasing a vehicle service contract on his vehicle. At that time, he declined coverage and didn't make any investment in the protection. Mr. [redacted] does not have coverage with our company...

and has not paid us any payments. If Mr. [redacted] believes that he has paid for a vehicle service contract, he should contact his bank to find out to whom he has been paying every month for the last 2 years and attempt to file a claim with that company. Mr. [redacted] has not purchased a vehicle service contract with Eleras Group nor has he paid us any payments. If he has any other questions or concerns he can contact us at [redacted] and we can try our best to assist him in finding out who he purchased protection with....but Mr. [redacted] is not a customer of ours and does not have protection with us.

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 warranty. Instead on complying to my wishes, she kept trying to convince me that the warranty was the best one I would receive. She should have listened to what I wanted and stopped talking all the time and refusing to cancel my warranty. After 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]