• eSurranty

eSurranty

Overview

eSurranty has a rating of 3.45 stars from 325 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with eSurranty most frequently mention customer service, great coverage, and apple care. eSurranty ranks 1st among Insurance Other sites.

  • Service
    34
  • Value
    31
8
See all photos

What reviewers want you to know

Positive highlights

  • Customer service is top notch and aims to resolve any issues you encounter.

Critical highlights

  • Their agenda is not honor your purchase esurranty insurance contract at any authorized repair center.
  • I just called my credit card company to dispute the charges.
How would you rate eSurranty?
Top Positive Review

“Esurranty is good value”

Leo S.
6/1/18

Esurranty's customer service has always been really easy to work with, fast efficient, everything you'd want. I've never actually had to make a claim with them, but I'm confident that it will go well. Their online interface could do with a bit of work, it's not as easy as I'd like to see the details of what you're coverage is. But that's a minor detail. Anybody who would buy coverage from their internet provider they could get it from Esurranty is wasting a lot of money. Edit

Top Critical Review

“Avoid! Esurranty is a total nightmare.”

Ian C.
4/3/20

DO NOT PURCHASE. Just stick with your cellular provider's plan. I purchased a policy in March 2018. In these two years my account has been cancelled. First time they accused me of not paying, but I showed them proof I have been paying and they quickly reinstated my account. Now I guess because I switched from Sprint, I lost coverage. Screenshots included. Save yourself the headache and pick a different "service" company.

Reviews (325)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (51) repair center (8) credit card (18)
Thumbnail of user ianc244
1 review
0 helpful votes
April 3rd, 2020

DO NOT PURCHASE. Just stick with your cellular provider's plan.

I purchased a policy in March 2018.

In these two years my account has been cancelled. First time they accused me of not paying, but I showed them proof I have been paying and they quickly reinstated my account.

Now I guess because I switched from Sprint, I lost coverage.

Screenshots included. Save yourself the headache and pick a different "service" company.

Tip for consumers:
AVOID

Products used:
None. Never filed a claim. Purchased policy Esurranty has tried to cancel for second time.

Service
Value
Shipping
Returns
Quality
Thumbnail of user cameronh414
1 review
11 helpful votes
July 25th, 2020

Took over 2 months to get phone back and you guessed it. NOT FIXED! Had a cracked back that they made a big deal about but i needed the software repaired due to phone being stuck in a loop. This was a phone i used for business but i had to get a second party involved just to get the phone back. They do not care for their customers. Extremely rude and uncooperative. Phone got about two weeks and has same problem except somehow now my phone went from a 64 to a 32 g of memory since it was "repaired".

Thumbnail of user clifs6
1 review
15 helpful votes
March 12th, 2020

Really don't see how this company can continue... Paid for insurance for two phones. First year no claims, no issues... renewed policy. Filed a claim (accidental damage)... after jumping through a series of hoops and providing payment information heard nothing... no one to contact, live chat that isn't and no response to several inquiries. Waited three weeks with no result. Thankfully paid through PayPal. Cancellation of a worthless policy and a refund (Thanks PayPal)... reviews of this product indicate that this is not at all uncommon... but those who pay via credit card may have some issues.

Thumbnail of user simonm273
1 review
0 helpful votes
May 24th, 2021

16 years in business wow its amazing that the owners have not been locked up.
Impossible to get them to honour their Contract.
None of the US judicial agencies or BBB were either interested or empowered to prosecute the owners of this company due to gaps in the US legal system. Run by a previously convicted criminal.
Don't waste your money

Tip for consumers:
DON'T

Products used:
Iphone loss/repair warranty

Thumbnail of user robx6
1 review
2 helpful votes
February 27th, 2020

Paid $125 for one year coverage, one time fee.

I got charged 3 times for it, submitted disputes and they never responded, Marked it as fraud through my credit card company so they can't hit me anymore.

Absolutely unacceptable garbage.

Thumbnail of user anthonyb663
1 review
11 helpful votes
April 14th, 2020

Recently purchased a new iphone, sold my old iphone, wanted to swap coverage from old phone to new phone. Attempted many times to get acknowledgement from Esurranty that i am paying for only one phone. NO ANSWERS! Very poor customer service. Rip Off!

Thumbnail of user frankb352
1 review
12 helpful votes
May 7th, 2019

Be careful purchasing insurance from these guys. Notice that all the five star reviews are about how easy it is to purchase insurance and all the one star reviews are from people who have tried to file a claim. They claim they will reach out to you via email in 1-3 hours during normal business hours but days and weeks go by. There is always a response on the reviews that something was wrong with the claim paperwork so it was put on hold. Imagine if you auto insurance company treated you that way.

Thumbnail of user christophern93
1 review
7 helpful votes
June 20th, 2019

Don't trust this corrupt acting and misleading company! They have a premium they charge in which I paid in full, but in fine print the customer service personnel told me that they will charge your card within the months of your year contract 8.00 to hold your information. WHAT? I'm a paid customer and your going to not hold my information but out of the blue skies bam I have a small little 8 dollar payment. WATCH THEM CLOSELY! I bet the service to a claim is the same. I call BS

Thumbnail of user angelom34
Rachel M. – eSurranty Rep

We are sorry that you are upset about the $8.00 fee that is listed in 14 point font in the plan terms and conditions under a section that is in 20 point Bold font. Your account notes show that we refunded that fee to you before your negative reviews were posted here and on other sites. We hope you have a wonderful day.

Thumbnail of user henryo48
3 reviews
13 helpful votes
July 14th, 2020

I placed a claim online and did everything needed and never heard a word by phone or email from Esurranty, I called everyday throughout the day and could not get an answer, left messages and never got a call back. They are there to only take your money, I don't believe this is a legit company. I tried for months to get in touch with Esurranty and never got a response of any kind. I called my credit card that I used to pay for the Esurranty service to dispute the charge and explained to them that Esurranty does not provide a service and they refunded 100% of what I paid Esurranty. Do not waste your time with this company.

Tip for consumers:
I absolutely would not use Esurranty because I could never get a human on their phone after I had paid for the service and I never got a response from anyone when I sent them an email. I do not believe this is a real company, they took my money but gave me no service.

Products used:
There was no product for me to use but I tried to use the warranty service, I could not.

Service
Value
Shipping
Returns
Quality
Thumbnail of user susanb1855
1 review
9 helpful votes
February 25th, 2020

Never authorized beyond a year and don't even have the same phone. Can't get anyone to answer phone or give me a credit of $73.49... second year in a row I have to do this. My account should be closed and no charges should be made. WANT MY REFUND

Thumbnail of user benjaminh149
1 review
1 helpful vote
February 5th, 2020

Had a problem with Surface Pro 3, decided to purchase Surface Pro 6 - Supposed to send me $300 back - Never have Called last six months 30 times and can't get anyone to return my call - changing companies today and reporting them to better business bureau

Thumbnail of user heatherg163
1 review
3 helpful votes
September 26th, 2018

The rates are low because they will not reimburse you for anything, and even if you do get in touch with someone related to a claim they will ignore you immediately after. I reached out to them on at least 7 different occasions regarding reimbursement for a simple screen fix, and every single message except for the first one went ignored. I have still not been reimbursed and had to pay out of pocket. You'll have better luck just risking it, as I have serious doubts about their ability to follow through on any of the claims sent their way.

Thumbnail of user gustavor24
1 review
4 helpful votes
December 5th, 2018

I never dealt with a business like this in my life, this is the worse company and is nothing but scam!...
Its been over a month and I never heard from them after they took my money, about $200!
They don't respond to my emails anymore and there is not even a damn phone number to call.
This will be reported to the BBB and proceed to legal claim with attorney fees include.
This business need to be stop and avoid more scam.

Thumbnail of user timj142
1 review
2 helpful votes
July 5th, 2018

Purchased two policies, had claims on both devices. Promptly paid deductible, then nothing from eSurranty but empty promises. For the iPhone cracked screen, they authorized me to have it repaired at the local Apple Store and said would reimburse the cost of the repair... which they have not done in over a year of repeated attempts to get them to honor the policy. Do yourself a favor and stay away.

Thumbnail of user annab488
1 review
2 helpful votes
January 23rd, 2019

Filed claim in October paid deductible 139 they kept my phone for 2 mths than sent it back after I contacted BBB these a holes could not repair my phone I have not received and money back after I requested a cancellation months ago they are a fraud company I ve called multiple times sent messages at least over 15 not one response pls do not spend your money they are a scam a fraud...

Tip for consumers:
Don't do it....save your time and money

Products used:
Got nothing but paid

Service
Value
Shipping
Returns
Quality
Thumbnail of user nathank40
1 review
1 helpful vote
January 12th, 2018

WORST COMPANY EVER DO NOT BELIEVE THESE POSITIVE REVIEWS. I filed a claim 04/03/2018 of this year for my ipad. They contacted me for the deductible, which I paid. After that, no contact. I messaged, emailed, called, for months. No response. I even mailed all my documents with a letter from a law firm to them due to no response. Letter came back deliverable. DO NOT BUY. TOTAL SCAM! It all seems legit until you have a claim. They even deleted my account from their online system so I could no longer login to send messages requesting a response to my claim. BE AWARE!

Thumbnail of user ds1097
1 review
0 helpful votes
June 9th, 2020

Bought insurance for my phone and my daughters phone. They keep charging my credit card over and over again.

No response to my emails and trying to get my money back through my bank for their overcharges. About to report them to the better business bureau. Save your hard earned money for a legitimate company.

Thumbnail of user luisc143
1 review
2 helpful votes
June 4th, 2018

Singed up 2/2/18. Cancelled 3/9/18. Was told to wait for refund 7-10 business days later. Not the case. Had to file dispute with Paypal. Barely got a refund message sent 6/4/18. Stay away if you like money well spent. Customer service number does not connect you to live rep, forced to leave endless voicemails. Emailing also does not guarantee a quicker response. Bad customer service.

Thumbnail of user aanshup
1 review
2 helpful votes
October 14th, 2018

I canceled a claim Aug 20and still have not received the refund for the deductible they charged my account its mid October. I have been trying to contact them since past 4 weeks thru phone email and the online chat system they have on their website. I've left numerous voice mails and emails for the manager Rick Lewis and I'm yet to be contacted back.
At this point I have lost all Hope's of receiving my money.

Thumbnail of user ros14
1 review
3 helpful votes
August 14th, 2018

DO NOT USE THIS COMPANY. Unfortunately, I fell victim to the scam. I paid for a 2-year warranty. My phone broke, so I submitted a claim, paid full price for the repairs with the promise of a refund minus my deductible. Communication with my "representative" was great and professional in the beginning, but never heard from him again after fixing my phone. I've given up after 4 weeks of constantly trying to get a response from him. If anyone can find a lawyer to file a class-action suit, COUNT ME IN!

Thumbnail of user scottk504
1 review
0 helpful votes
September 2nd, 2019

I have had the same issues as most of the people here. I submitted my claim paid for the repair did what the company said in terms of sending the proper paperwork to get reimbursed for the repair I paid for and have never received a check. I have emailed the company a dozen times over the last 30 days and no one responds. I have filed a complaint with the BBB and waiting for a response from Esurranty.net which I will be surprised if they do.
Someone needs to contact the Attorney General to investigate this company.

Thumbnail of user kens236
1 review
2 helpful votes
February 21st, 2018
• Updated review

They still have the phone, won't respond to calls or emails. Unfortunately, if you read reviews from real users, the story is always the same. No follow up, empty promises, then they just stop communicating. I'll be following up with the state attorney general next.

Stay away
February 14th, 2018
• Previous review

They've had my phone for 5 weeks. Only responded to a couple of emails asking for status. Eventually I was told it was scheduled for next day shipping and that I'd receive an email with tracking information. That was a week ago, and they won't respond to emails. Phone number just goes to voice mail.

The response from esurranty ignores the fact that the claims handler continues to disregard emails, and that the phone was to be shipped overnight last Friday (it still hasn't shipped). Also, if the phone is still locked it is supposed to be delayed 7-10 days according to their own instructions. Not only did I follow their instructions, but even if their claim is accurate, it should have added no more than 10 days. They've now had the phone for 36 days with no return date in site. Have emailed every day since the claim that it was shipping. No responses.

The claim that there is a high number of phones in the repair line is completely contrary to the email from Sean Henson that this phone was scheduled for overnight delivery.

Finally, I was immediately charged the deductible for a replacement, not a repair, so there is no reason for the wait at all.

Thumbnail of user kordd
1 review
2 helpful votes
August 20th, 2019
Verified purchase

Sent in my device, paid the deductable... now nobody is returning my emails and it's been 2 months. No phone, out $139 deductable. Not even the courtesy of an explanation... this put a VERY BAD taste in my mouth. Is there anyone out there who can help me?

Thumbnail of user angelom34
Rachel M. – eSurranty Rep

The claims department does not accept phone calls as all communication for claims must be in writing for security purposes. When contacting your assigned claims representative you must put your name and plan number in the subject line of the email or it will automatically go to spam. The subject line is the top line of the email above the body section. If it is put in the body section, it will also go to spam. I am explaining this because many people send an email with "status" or "claim update" in the subject line and then get angry when that email is not replied to. Once you have followed these instruction, I am sure your assigned claims representative will contact you with a resolution to your claim.

Thumbnail of user garyj114
1 review
1 helpful vote
May 31st, 2018

Last contact with anyone from this company was a month ago. I have written multiple emails to my claims rep who claims to reply within a day. I have submitted tickets in their site and nothing. And yes, Ive checked my spam folder. Worst part is they still have my watc and I cant get a hold of anyone. Horrible service. Zero communication.

Thumbnail of user paulh554
1 review
1 helpful vote
June 3rd, 2018

The worst customer service I've ever had! Won't answer phone calls, left messages and they weren't returned. I had to email many times to finally get a response and of course my claim was denied. Had the nerve and lecture me in a email. This went on for a month. Cancelled policies (bought 2) and since I filed a claim on one (and denied), i'm not eligible for a pro rated refund on that policy. The other policy refund will be pro rated. We'll see. I didn't do my homework well enough before I bought these policies.
Beware.

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From the business

We are a mobile device service plan provider.

Business History

Esurranty has been in the service plan extended warranty industry for over 16 years. The inception of our business evolved from the sale and wholesale distribution of computer parts and peripherals. We evolved into an extended warranty provider to the corporate market for existing customers that purchased our products. Over the last 7 years, Esurranty has offered our service plans for mobile device products to the consumer market through esurranty.com.

Company Representative

Thumbnail of user angelom34
Rachel M.
OP CS Manager
Ms. Meadows is a 8 year employee that handles all aspect of client relations and customer service. She is the head of our customer service department as well as the liaison between customers and our accounting department. Should you have any questions or concerns, please feel free to contact her.

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