I found the person I spoke to was extremely helpful after I explained the situation regarding the fact that I had not owned the car for over two years. He then assured me that I would be contacted in... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I had a problem with a Direct Debit . It was solved by the Advisor completely and I was given a verbal apology for the error I received the amended Direct Debit within 10 minutes of my conversation... See more
Company replied
Apart from having to navigate the ‘push button’ gate guardians at the start of the process my request was swiftly and professionally handled. Many thanks.
Company replied
Update to previous review! After leaving my review here I was quickly contacted by Georgina from EMac who explained everything very thoroughly to me regarding the communication problem . The situ... See more
Company replied
Company details
Written by the company
We work in close partnership with vehicle manufacturers and dealerships to strengthen their aftersales relationships with their customers, creating positive experiences that lead to increased loyalty and greater revenues. We call this ‘Ownercare’. The core of the business is service plans: with a live book of 1.8 million customers we are the acknowledged UK leader.
Contact info
EMaC House, Southmere Court, CW1 6GU, Crewe, United Kingdom
- 0330
- support@emac.co.uk
- emac.co.uk
4.3
Excellent
7K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Very helpful staff when I was unsure…
Very helpful staff when I was unsure about my policy
August 12, 2026
Unprompted review
Reply from EMaC Ltd
Good Afternoon,
Many thanks for your fantastic review! We are delighted you are happy with the service we have provided you with.
If we can help you with anything else in the future please do not hesitate to contact us.
Kind Regards,
Scott at EMaC
AI phone options problematic staff great
After a bit of trouble negotiating their AI phone options I got through to Kay who was able to answer all my queries about my service plan that they administer on behalf of Toyota.
August 12, 2026
Unprompted review
Reply from EMaC Ltd
Good Afternoon,
Many thanks for your fantastic review! We are delighted you are happy with the service we have provided you with.
If we can help you with anything else in the future please do not hesitate to contact us.
Kind Regards,
Scott at EMaC
Really pleasant and helpful on the phone
Really pleasant and helpful on the phone
August 11, 2026
Unprompted review
Reply from EMaC Ltd
Good Morning Roy,
Many thanks for your fantastic review! We are delighted you are happy with the service we have provided you with.
If we can help you with anything else in the future please do not hesitate to contact us.
Kind Regards,
Scott at EMaC
This was the worst customer service…
One update; I still wait to here from EMaC about my previous appeal. They don’t even say anything about my complaint. I don’t know how I need to get my refund back and cancel my current account. I hope someone from Trustpilot can reach them.
This was the worst customer service experience I have ever encountered. I initially contacted them and followed their suggestion to submit three different cases altogether, aiming to resolve all damages and scratches simultaneously. I provided clear photographs showing leather near the damaged area, demonstrating that the damages were not larger than 30 cm and suitable for cosmetic repairs. Despite this, they rejected all three cases without any explanation, simply stating they did not approve the repairs. I requested to cancel my cosmetic maintenance package, but was told I needed to call later to do so. I find it impossible to understand how anyone could give a positive review of this system. The maintenance program is essentially a scam. They offered no solutions, and their service is the worst. Customer service showed no concern for my needs. Despite multiple calls and emails, nothing has improved.
June 5, 2026
Unprompted review
Reply from EMaC Ltd
Good Morning,
We are sorry to learn that your experience as an EMaC Plan holder has fallen short of expectation.
We pride ourselves on our industry leading customer service levels and are keen to resolve your enquiry. We would like the opportunity to understand your complaint fully and review it further but to do so we would require details of your plan to locate the plan information.
We've asked for additional information to help us find your plan. If possible, please provide your plan number or vehicle registration.
Once we receive this information, we will be happy to review this with urgent attention.
Kind regards,
James at EMaC
Help to cancel a policy
I spoke to the lady at eMac and explained the problem I had experienced and she helped me trough to cancel my policy she was very polite and helpful I was very grateful for the help and would say eMac is a brilliant service and recommend them to anyone for further assistance
August 11, 2026
Unprompted review
Reply from EMaC Ltd
Good Morning Nicholas,
Many thanks for your fantastic review! We are delighted you are happy with the service we have provided you with.
If we can help you with anything else in the future please do not hesitate to contact us.
Kind Regards,
Scott at EMaC
Resolved what I wanted done
August 11, 2026
Unprompted review
Reply from EMaC Ltd
Good morning,
Many thanks for your fantastic review! We are delighted you are happy with the service we have provided you with.
If we can help you with anything else in the future please do not hesitate to contact us.
Kind Regards,
Scott at EMaC
Efficient service by the EMac team
Efficient service by the EMac team, very helpful & friendly whilst dealing with my car service cancellation & refund.
August 10, 2026
Unprompted review
Reply from EMaC Ltd
Good Morning Tina,
Many thanks for your fantastic review! We are delighted you are happy with the service we have provided you with.
If we can help you with anything else in the future please do not hesitate to contact us.
Kind Regards,
Scott at EMaC
Excelent service from EMaC.
I had a problem with a service agreement with a Nissan dealership, which the dealership themselves were not very helpful with [they told me it did not exist].
EMaC on the other hand were really excellent, they sorted the problem out quickly, and the person I dealt with was polite and friendly. I would certainly recommend them.
August 10, 2026
Unprompted review
Reply from EMaC Ltd
Good Morning Paul,
Many thanks for your fantastic review! We are delighted you are happy with the service we have provided you with.
If we can help you with anything else in the future please do not hesitate to contact us.
Kind Regards,
Scott at EMaC
Too many buttons to press
Slow procedure to get to a person but her support was very good.
August 10, 2026
Unprompted review
Reply from EMaC Ltd
Good Morning Wayne,
Many thanks for your fantastic review! We are delighted you are happy with the service we have provided you with.
If we can help you with anything else in the future please do not hesitate to contact us.
Kind Regards,
Scott at EMaC
On Saturday 8 August I contacted EMaC…
On Saturday 8 August I contacted EMaC Ltd and arranged for an electrician to visit my home between 0800 and 1700 on Monday 10 August. By 1530 I had heard nothing and therefore contacted the company who said the electrician would be with me by 1700. At 1650 I received a call to say they could not come today and suggested Friday. Quite honestly this is appalling customer service and I think a score of 0 would be appropriate. They said they would phone tomorrow to update me
August 10, 2026
Unprompted review
Reply from EMaC Ltd
Good Morning,
We are sorry to learn that your experience as an EMaC Plan holder has fallen short of expectation.
We pride ourselves on our industry leading customer service levels and are keen to resolve your enquiry. We would like the opportunity to understand your complaint fully and review it further but to do so we would require details of your plan to locate the plan information.
We've asked for additional information to help us find your plan. If possible, please provide your plan number or vehicle registration.
Once we receive this information, we will be happy to review this with urgent attention.
Kind regards,
James at EMaC
The only reason for 4 stars is the…
The only reason for 4 stars is the automated system, i will give 5 star rating to the lady, i am so sorry I can't remember her name, very helpful, explaining everything so I could understand it, totally a keeper
August 10, 2026
Unprompted review
Reply from EMaC Ltd
Good morning,
Many thanks for your fantastic review! We are delighted you are happy with the service we have provided you with.
If we can help you with anything else in the future please do not hesitate to contact us.
Kind Regards,
Scott at EMaC
Good experience..
Contact with Emac was efficient & professional, situation was sorted out quickly & everything was explained to me... Whole experience was pleasurable....
August 10, 2026
Unprompted review
Reply from EMaC Ltd
Good morning,
Many thanks for your fantastic review! We are delighted you are happy with the service we have provided you with.
If we can help you with anything else in the future please do not hesitate to contact us.
Kind Regards,
Scott at EMaC
She was very helpful and quick to sort…
She was very helpful and quick to sort out my query. Good customer service and experience.
August 6, 2026
Unprompted review
Reply from EMaC Ltd
Good Morning Azhar,
Many thanks for your fantastic review! We are delighted you are happy with the service we have provided you with.
If we can help you with anything else in the future please do not hesitate to contact us.
Kind Regards,
Scott at EMaC
Been a fan of service plans for a long…
Been a fan of service plans for a long time and never had any issues with EMaC. Latest contact to change direct debit accounts was very pleasant and straightforward.
August 5, 2026
Unprompted review
Reply from EMaC Ltd
Good Morning Steven,
Many thanks for your fantastic review! We are delighted you are happy with the service we have provided you with.
If we can help you with anything else in the future please do not hesitate to contact us.
Kind Regards,
Scott at EMaC
The lady I spoke to was very good she…
The lady I spoke to was very good she dealt with my account quickly. I had deleted my Direct Debit by mistake all back to normal now
August 6, 2026
Unprompted review
Reply from EMaC Ltd
Good Afternoon,
Many thanks for your fantastic review! We are delighted you are happy with the service we have provided you with.
If we can help you with anything else in the future please do not hesitate to contact us.
Kind Regards,
James at EMaC
Very professional service
I went to them with a windscreen claim on a classic vehicle after being informed by the Insurance broker they would deal with the issue direct. They allowed use of genuine vehicle parts instead of a generic windscreen in light of the classic nature of the vehicle. More expensive but no additional penalty. I sorted the repair via specialists myself and the very day I submitted invoices they paid me the full sum minus the standard excess direct into my bank. I dealt with 2 members of their company, one an advisor/decision maker and one in accounts. Both respond within minutes to emails and had a very professional and balanced approach. Makes a refreshing change!
August 5, 2026
Unprompted review
Reply from EMaC Ltd
Good Morning,
Many thanks for your fantastic review! We are delighted you are happy with the service we have provided you with.
If we can help you with anything else in the future please do not hesitate to contact us.
Kind Regards,
James at EMaC
Very helpful on the phone
Very helpful on the phone, call answered very quickly and my query resolved quicker than I imagined it would be which is refreshing when so many companies are unhelpful on the phone or difficult to get hold of.
August 4, 2026
Unprompted review
Reply from EMaC Ltd
Good Morning,
Many thanks for your fantastic review! We are delighted you are happy with the service we have provided you with.
If we can help you with anything else in the future please do not hesitate to contact us.
Kind Regards,
James at EMaC
Terrible, non-existent service
Terrible, non-existent. Have tried to obtain a vehicle maintenance and service from one of their two approved suppliers. Either replies stating that cannot service as too busy, or just ignored. Have paid for two years and have not received any service and poor responses from customer services. Avoid this company like the plague!
August 6, 2026
Unprompted review
Reply from EMaC Ltd
Good Morning,
We are sorry to learn that your experience as an EMaC Plan holder has fallen short of expectation.
We pride ourselves on our industry leading customer service levels and are keen to resolve your enquiry. We would like the opportunity to understand your complaint fully and review it further but to do so we would require details of your plan to locate the plan information.
We've asked for additional information to help us find your plan. If possible, please provide your plan number or vehicle registration.
Once we receive this information, we will be happy to review this with urgent attention.
Kind regards,
James at EMaC
Customer Service
I spoke to Kay yesterday at Emac to sort out my service plan query. She was very kind, patient and helpful. Nothing was too much trouble for her and she resolved my query straight away. I received excellent customer service. The service plan is a good way of planning for your car service and MOT costs.
August 5, 2026
Unprompted review
Reply from EMaC Ltd
Good Morning,
Many thanks for your fantastic review! We are delighted you are happy with the service we have provided you with.
If we can help you with anything else in the future please do not hesitate to contact us.
Kind Regards,
James at EMaC
Lady I spoke to assisted me with my…
Lady I spoke to assisted me with my query & carried out changes requested. All done in a few minutes.
August 6, 2026
Unprompted review
Reply from EMaC Ltd
Good Morning,
Many thanks for your fantastic review! We are delighted you are happy with the service we have provided you with.
If we can help you with anything else in the future please do not hesitate to contact us.
Kind Regards,
James at EMaC
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