EMaC Ltd Reviews 

I have had an EMaC Account for two years, the whole process from booking the car in for its first Service was smooth, absolutely no issues.

Absolute disgrace. Insulting and flippant behaviour especially from Molly (or Holly). I asked them to call Halfords - “I won’t be doing that”. I need my car for work and it wasn’t road legal. Took over a week to sort.

Kept telling Halfords they couldn’t assess the problem as they hadn’t reported it on VSIN system - this is their own system that Halfords don’t even have access to!

Flatly refused to fix one on the problems they kept saying it was the jet washer and that wasn’t covered. Halfords confirmed many times that wasn’t the issue.

I had to chase for diagnostic refund. Made a formal complaint which took a month for them to reply. The complaint was about the staff. They referred to the non-existent jet washer problem and again flatly refused to investigate further.

Absolute farce and rip-off merchants with disgraceful ’customer service’.

The EMac represetative was efficient and quick in sorting out my concern.
He was polite and helpful in explaining much of the detail in the T&C's which is always a bind to read.
I've been with EMac many years and have had no difficulties.

Great Service, completed my request immediately

Customer Service representative Frend and issue reserved quicker

Very polite staff member answered the phone and took my cancellation with professionlism and courtesy. I was expecting none of this. I was very happy

Very helpful customer service adviser who confirmed that the garage had given my wrong e-mail address. Hence, I had no paperwork for my service contract. The only reason that the score is not 5, is that it's a very painful and long winded telephone contact process that requires a huge amount of patience and guesswork as to which buttons to keep pressing in order to actually get through to a customer service adviser!

I purchased a service and MOT plan for my new Lexus which I discovered is managed by EMac. I never received any confirmation so I rang EMaC to get the confirmation and at the same time update my new registration plate details. EMaC told me I couldn't update these details as they had the wrong address on my file and they wouldn't update it as this was a security breach? OK, fair enough. So I contacted Lexus who updated my address immediately. No security breach there apparently. Back to EMaC who could now update my registration details as they now has the correct name and address on my file. Hooray. I was told I would receive email confirmation within 24hrs and a hard copy in the post within 7-10 working days. 2 weeks passed but no confirmation. Back again to EMaC. The service advisor said there was no request for confirmation on my file. Strange, but OK let's try again said the service advisor. Whilst on the phone I asked if a copy of the agreement could be emailed in pdf form whilst I waited and yes it could, so the service advisor sent it straight away. Great. I thanked him and when I came of the phone I opened the pdf document only to find my Name was correct, but the address and registration details were not. So not so great. 2 weeks have now passed and still no email or postal confirmation, so I wave the white flag and give up. I will ask Lexus to sort it out if there are any problems when I take my car in for it's first service.

I strongly recommend checking EMaC’s terms and conditions before signing up to any service plan. If you ever need to cancel, they can charge a surprisingly large amount — and neither EMaC nor the dealer make this clear at the point of sale.

In my case, the dealer presented the plan as flexible and easy to cancel, but failed to mention that EMaC deducts service costs and a management fee, and a cancellation charge of up to £37.50 + VAT. None of this was explained verbally, and it certainly wasn’t highlighted before agreeing to the Direct Debit.

Only after receiving the paperwork did I discover these charges buried in the small print. Customers deserve transparency, and this feels deliberately misleading. If you’re considering a plan, make sure you read every line of the terms because they won’t point out the parts the cost you more !

My query was dealt very politely and professionally by Jason. Totally satisfied.

The fact is the photos are uploaded on 11 August 2026. There is no response until my follow up email on 23 August. Reply is made on 24 August from EMaC that their agent will reply within 5 working days. But nothing happens till now (2 September). Specific question was asked twice to EMaC whether EMaC has a system to keep track requests raised, job created, passed, monitored for long outstanding…. No answer is given. It seems that customer is doing the administrative work to follow up with EMaC, its subcontractors/agents and EMaC does receive the money but does not know what is going on……. For customers, please look at the agreement carefully before committing 3-year service payment at day 1. Quite disappointed and wasting a lot of time.

Really clear communication, easy from start to finish.

quick call to reinstate my standing order which was cancelled by mistake. The company were prompt, efficient and easy to deal with. I would highly recommend them to all

I called to confirm details of my KIA service plan and the phone was immediately answered. The assistant that I spoke to was knowledgeable and very helpful.

Very helpful and friendly service from Matt

Very helpful in setting up an appointment to fit a new Smart water meter

All good easy to contact

I'm writing this review in the form of a blog. It will be updated as my claim progresses.
So the reason I have given this a one star so far is this.

Following the warranty claim process in my EMaC Platinum Warranty Booklet I took the vehicle to the main dealer where the car was purchased, Startin Peugeot of Redditch. I explained the nature of the fault so as per the process they could obtain an authorisation from EMaC to fix the fault. The fault is quite a basic and an obvious one. The flap on the Charge Port Flap on a Peugeot e2008 should spring open when you press the flap door edge. It doesn't and yes the car is unlocked.

The proposal made to me by Startin Peugeot was that I had to pay a sum of £168 for a diagnostics test to be performed in order for them to submit a report to EMaC. Upon review of the report, EMaC would either accept the findings which could be to reject the claim or issue an authorisation to repair. Startin Peugeot were not in a position to advise what the probability of success would be with my claim.

I don't believe there are any other warranty products out there where you have to pay up front to confirm the product you have purchased is faulty when it clearly is.

My was to call EMaC, the Administrator of my Agreement. The call is answered promptly by an automated prompt system where via various menus you make approximately 500 decisions. Where eventually you run out of options and get directed back to your main dealer, Startin Peugeot of Redditch.

My next step after starting this blog is to write to the Managing Director at the Administrator of my Agreement seeking information as to:

1. Why the Agreement doesn't clearly state that there is an upfront charge into entering into this process with the main dealer and the approximate value of this charge.

2. Based on previous warranty claims, whether they determine a faulty flap on the Charge Port to be a warranty repairable fault or where and tear and a non-warranty fault.

Update 1.
Submitted my Customer Complaint to the Director of Operation as to my concerns over being charged to commence their warranty process whilst not being part of their agreement to do so. An automated confirmation received a few minutes after sending email. Let see what happens next.

Update 2.

As per the reply by James, my wife confirmed with James she was authorising me to deal with the warranty claim. So far no confirmation from James it is being dealt with so will pop them a chaser email and try the phone system again.

Hello James, you don't seem to love me anymore. No flowers, calls or emails. Not even a response here. Anyway, I've just emailed Liam Finney to ask him to have someone respond to me. Having to spend £170 on a diagnostic machine to confirm the Charge Flap is not working problem seems to be a bit over the top don't you think? Especially as it is a known issue on the Peugeot e2008

Update 3
Well it was not a love letter I received from James but a nicely worded Dear John letter from Nile.

In short my complaint against EMaC was not upheld which didn't surprise me. EMaC quite rightly pointed out in:
Clause 10. "The cost of investigation work can only be authorised by You, and You will remain responsible for meeting that cost in the event that the repair is not covered by this Agreement."

I should have done a better job of AI reading the small print before agreeing to take out this extended cover. AI would have advised me to reach agreement with the dealership as to a maximum figure for any investigation work before signing up for the car and extended warranty. I'm now at their mercy and for a small job (and well known issue on Peugeots) it is £170 I don't feel a commonly known fault warrants this size fee.

Since EMaC or Startin won't advise me if they had previously settled such a claim then the risk of the investigation cost is all mine.

Conclusion.
You have to make your mind up yourself however I don't believe that the cover you get from EMaC or the support you get from Startin to make the claim make this product good value for money. This review will remain a one star as the product based purely on my experience!

Quick and professional

Friendly staff .. excellent service and good packages