eSurranty
reviews and complaints

Business Info: Esurranty, Inc.
5550 Painted Mirage Rd STE 320
Las Vegas, NV 89149-4584
888 672-5619

Location Involved: (Same as above)

Consumer's Original Complaint :
No loaner and no replacement sent
Like many other customers, my claim was not handled and I never received a replacement or loaner for my lost/stolen phone within the indicated time frame. This company appears to be a fake insurance. Policy CL516946 Claim [protected] lost/stolen I phone X serial# [protected] date of incident 05/01/2019 at Publix SW 9th ST, Miami, FL 33130, claim advisor
Sean Henson

esurrantyTM
email: [protected]@esurranty.com

Consumer's Desired Resolution:
After the time that has elapsed since my clean was filed on May 3, 2019, I cannot accept to have a so-called "warehouse" phone sent since this company is not trustworthy. There is no trust that my deductible is handled appropriately and a phone is mailed out. Many people lost more money that way. I purchased the same phone and I want a total refund for the expenses of the new phone since they did not handle my claim on time and based on reviews scammed hundreds of people.

Their claims manager is something else. He likes belittling their customers. Very nasty person. Do not trust this company at all. F with bbb, should have checked it out myself upfront but guess I thought they were affiliated with a larger company that could be trusted. When you purchase your policy they do not ask you for the serial number, etc. Instead you are suppose to read everything and then go back into your account and register your phones in 15 days. I did not see that so both my phone policies are not being honored. Even though rick (the manager) told me I was covered and gave me a claim number, they did not honor after 2 months of back and forth. Let me put it another way, if you buy a policy and don't register in the 15 days, don't you think they should at least email you to remind you? Also, after 15 days they should just cancel and refund your money since they are just going to deny any future claims. Just skip them, you will be glad you did. Worst absolute service for third party insurance I have ever dealt with. Deserve zero stars but not a choice.

I purchased a policy last July on my HTC unlocked device because it was cheaper and seemed to have better coverage than the Verizon insurance plans. BIG MISTAKE! I filed a claim for a damaged beyond repair device, paid the deductible (over $200 with tax) and sent my device in with their shipping label. I never got a tracking number or shipping confirmation, my "claim manager" never once responded to any emails, and after several weeks of them ghosting me and me going to great lengths to try to contact someone, my account magically disappeared from their database and my emails are coming back as undeliverable. This is the biggest scam I've ever seen! DO NOT USE ESURRANTY.

PLEASE READ FULL REVIEW BEFORE BUYING PLEASE

Always looking for alternatives and bothered with how expensive Sprint's warranty was, I found Esurranty as an option to cover my new phone. I checked out their website and quickly scanned their reviews online and found that people have been having primarily negative reviews with them, but I decided to go with them because I figured I was going to be paying in full and that I'd never need the insurance because in my many years of having a cell phone I'd never broke anything. Further, I liked the idea of supporting a small company. So on 5/7/18 I got this policy. Of course, as luck would have it, I dropped my phone and cracked my screen about a month later. It took an unbelievable amount of time, energy, and stress to get anyone to give me a straight answer about whether or not I was covered (no one will answer the phone, live chats are only seldom responded to, and you will never get an explicit or direct answer. In giving vague and delayed responses, they are trying to set you up to evade being held accountable). Finally after two weeks it was determined that I was covered, so I submitted a claim on 6/20… Rick Lewis the ‘claims manager' said it was processed and the refund check was in the mail (they give you the choice to send in your device or have your costs repaired). On 7/13, I still hadn't gotten anything in the mail, and they were nonresponsive to all of my phone calls, ‘live chats' and emails, so I opened a case with the BBB. The BBB was helpful in eliciting responses, yet although they finally explained why ‘tax wasn't being reimbursed', the BBB route was unsuccessful in facilitating the check being sent. On 7/20/18, I sent Mr. Rick Lewis a final email cautioning him I would be pursing litigious routes if nothing would be sent to me. I got an incredibly unprofessional email back- equating a toddler's temper tantrum and stating that a certified mail requiring my signature would be sent. On August 6th, still, nothing was in the mail… I resubmitted a request to the BBB requesting a tracking number, to which Esurranty responded back irrelevantly. Because of this, I am currently pursuing other avenues and have not had any check sent in the mail to me as of yet…

A simple google search of the owner's name will pull up some quite alarming websites (including correctional institutions in Miami) that people have put together over the years… please do yourself a favor and look them up. I have been in contact with esurance, because I was thoughtful enough to sign up for their esurranty.NET site, as opposed to .com, which led to some other interesting insights. First, just because they are ‘partnered', esurance is still resolved of any responsibility in regards to paying out, as esurranty pays them to use their name in advertising to lure customers in. Secondly, when esurance three-way called with me on the line, the phone number esurranty provides esurance is a company called "bright star" or "on star" or something like that, and they had never heard of esurranty. My complaint was forwarded up the chain of supervisors, so hopefully some investigation will be done. I'm not sure under what circumstances start-up companies are able to get deals with legitimate companies, but esurance assured me that my complaint would be reviewed. Looking at any correspondence I have had with the company, and comparing it to other's experiences (and posts of their actual correspondences), it appears that it is the same individual writing and speaking, as their language and word choices uses in their dictation appears to be similar. Just a thought…

As everything is pending in my case, I URGE you to PLEASE NOT SIGN UP! And I'm one of the lucky ones!

I paid in full for a 1 year insurance policy in advance for my Galaxy s8+. When I dropped the phone and the screen cracked, I filled a claim online. They then instruct you to have another form filled and notarized . I resent it via email and fax just to be sure but still no reply from anybody in the company. The damage happened February 4th, 2018.
To date, June 30th, 2018 I have not received a reply, a reaction or an acknowledgement of the claim but, I did receive direct marketing offering me a discount if I renew the policy now ... meaning while they are ignoring me. some nerve.
I would recommend you don't use this company, It is a waste of money and your time.
By taking my money and making me believe they are for real, I was thinking I am covered and so now i am out the money and I have to pay in full for the screen repairs.
DO NOT USE THIS COMPANY. Its a Scam

I tried to file a claim and they wanted my credit card number to charge me more money to repair my tablet I already paid premium for coverage to be repaired. Customer service is terrible and the sales idiot I had the displeasure of emailing with was a real piece of work, swearing at me and telling me how to learn to speak English properly. Then they turned around and marked my policy as expired before the year was even up! They are crooks! Don't deal with them! Stay away!

This is my first time having issues with this company.
They really do have horrible customer service it's so awful.
They are refusing to return a device I sent out which they won't even fix.
My mom tried to reach out but no one response to them.
It really is frustrating. Don't think I'll ever purchase a policy with them ever again.

My phone is now being held by them and they won't ship the phone back to me which is so ridiculous. It's really the worst

This service is certainly for you if you like everything beneath:
* ... This company has no customer service. At all. How did I find it out? Well, they never pick up the phone and rarely answer emails. Reliable companies would never let this happen.
* ... I mentioned they rarely answer. Yes, and it takes them forever to do. Why? Maybe because their office is so small and there're only two people who can do this job without bothering each other.
* ... Spending money on their insurance means wasting money on nothing.

You decide

I have been trying to reach the claims department for weeks; no response. Despite emailing their claims representatives and calling various numbers and leaving messages over the course of several months, this negative review finally prompted my very first response from them. Basically I got a new phone from them and it didn't work. I emailed the claims representative that had been handling that claim (Sean Henson) but no response. I've later seen many complaints of this representative. Apparently their policy is that I have to start a brand new claim even for a phone that was defective and sent from their own company and because I contacted an existing claims representative (and called their company several times) they ignored me and said they can't do anything for me. So yes its true I did not start a brand new claim but the fact that their own claims representatives do not answer by email or phone is unacceptable. I emailed Sean directly and called their sales AND claims department multiple times and left messages. Additionally on Sept 10 they posted a Facebook update that all claims were being paused/held due to the storm. I stopped contacting for a few days after that but they never updated their Facebook again so I imagine claims are still not being processed.

Do not buy from this company.

This company is not worth your attention. It doesn;t deserve to exist, honestly speaking. They are absolutely untrustworthy and unreliable.
Unfortunately, you pay for the air because their warranty is a crap.
I dropped my phone into the water, it was all over wet. I brought it to their service and they refuse to repair it saying it's not repairable.
I decided to check whether it's true or not and brought the phone to another place. They said 200 dollars and it will work.
So how can you explain this?

This is a company you cannot trust. Initial contact was made early August and was good with their employee Sean Hansen, and then it went downhill. I got the warranty and as my luck had it, I broke the screen on the phone. Sent it to them for repairs. Didn't hear anything back. Sent them an email and was told that it would take 10 business days for Samsung to repair the phone. 10 Business Days later, after not getting any update, I contacted them and was told my phone was locked to Samsung and Google and they couldn't replace the screen. Wait, since when does a phone need to be unlocked to replace a screen?

Especially since it's factory reset per their instructions. I sent a heated email and he didn't respond. Finally responded with a rude email telling me that if i was rude in my email again then he would not respond. Great customer service? NO! He then stated that my order to repair the device would be canceled and phone sent back. Now it's been over 2 months and the company still has not sent the phone back, has not responded to any emails and has basically stolen a $1, 200 phone. Now, I'm seeking legal representation to sue this company for damages because they simply are a rip-off company.

On April 12th, 2017 I purchased 2 policies for my wife and I. These policies were for the Google Pixel XL smartphone and an additional Motorola Droid 2 Android smartphone. The total was $140.93 via debit card. Flash forward to July 4th, my wife accidentally went into the lake with her phone in her pocket.The following Monday I filled out the insurance claim and before I got the label to ship the phone to them to be repaired they made me pay an additional $189 to replace the phone if it was not repairable. I was told if it was repairable they would refund the difference from $189 to $59. (Approx $130) I made the $189 payment via debit card and then they sent me a label by email to mail the phone, which I did around July 7-10th 2017. After the company had my wife's phone for more than 3 weeks I got frustrated and unsatisfied with their service, I asked for the phone to be returned and for a full refund. I eventually got the phone back unreported however there was not a refund. I asked to cancel my policy and it too was denied (they won't let me cancel my policy).This is all well documented through email with the representative (Sean Henson). After multiple attempts I could not get anyone to answer their phone. Thinking I had been ripped off, I decided to dispute the charge with my bank. However after Sean Henson let me know to read my contract I saw that they would send me to collections if I disputed the charge, so I called the bank and told them I no longer wished to dispute it. Still to this day they have me labeled as disputing the charge even though I ultimately decided not to dispute the charge with my bank. I do have proof that I declined to dispute the charge with my bank.The last contact I have had with them was August 15th 2017.

I have been left without my $338 to this day.

Sent my phone in for repair on july 11th as the screen went black and was unsure what happened. After waiting a week (Sent claim docs etc.) to get a response from my claim rep sean henson they finally sent the shipping label. They received my phone on the july 12th and I have not gotten a status update on my phone since then, today is august 22nd. I have no idea what the status with my phone is currently! This company is a joke as my review outlines... What a joke!

Ok, I have 2 phones covered by esurranty and finally had to make a claim on a lg v20 with a screen gone black. Needless to say the claims process is quite cumbersome. After filling out the claims application online you are taken to another page to download claim forms that have to be filled out again along with a copy of your id and a form for payment and email them with your claim number. After emailing all of this redundant stuff I waited over 72 hours for my representative to email me back. He told me that they could ship me a loaner phone for a $ 99 deposit while my phone was repaired. I emailed back stating I didn't need a loaner. Still no word yet on how to get my phone repaired after 13 days (9 business). I finally got a return email with little no info on the status of my phone! Esurranty advertise that they are fast. Pure bs! The best my @$! Needless to say i'm extremely dissatisfied with their service!

What has any of that to do with how long it has taken to get feedback on the status of my phone? It got declined because I lost the card, so I reported it stolen and I purchased a back up because it took 2 days to get any info @ all! I emailed sean henson to let him know that twice! The fact that I asked about water damage doesn't mean a whole lot when reviewing your crappy service! The phone's screen went black and i'm not sure why so I asked because I haven't been thru this before and wanted to know all variables!

The fact that you attack me in your reply speaks volumes about you and your company! Oh well, lost another one!

THIS COMPANY IS A SCAM PEOPLE - DONT SIGN UP.

Signed up, phone glass cracked. Sent them my phone. they charged me $150. Then said my account was on hold due to problems with credit card, however they used my credit card to charge me $ for the repair fee. There is NO LIVE PERSON, EVER, ANYTIME DAY OR NIGHT ANSWERING PHONES. EVER. You WILL NOT get an answer to your emails unless you threaten legal action, which I am now doing for stolen property, fraudulent charges on my card, and scrupulous business practices. DO NOT SEND THEM MONEY - THEY ARE NOT A LEGIT COMPANY. They still have possession of my Samsung Galaxy Edge. All the positive reviews on this website are written on the same date, take a look - FAKE REVIEWS.
Stated a manager would contact me, hasn't happened. I will be spreading the word, and continuing legal action.

People at the claims department are like sloths never respond nor lift the calls. even they take a huge amount of time in processing the claims. I had filed a claim and its been 13days and there is no response from them regarding the claim. I have mailed them several times and there is no response.
The representative has mentioned in one of his mail saying he will respond to every mail on the same day he receive, but he never replied me back. its the worst company to have a insurance with.

Esurranty.com:

i have already filed for refund from my credit card company for your fraudulent activities. How in the world can you charge two credit cards for a same claim and its deductible. Now, the phone is already lost and i am paying premium for the phone that does not exist? so, morally you should refund that amount. Also, i believe that the customers have every right to get refunded if they are being cheated and you can not give a reasonable answers to my question. Don't to have to let me know before you terminate my online account? I believe it is legally required for you guys to let me know before barring me from having access to my esurranty account. This is another level of irresponsible act. let me know about the status of my Essuranty policy: [protected] Claim: CL5164364! hoefully i will be getting some positive answers.

my email address is [protected]@yahoo.com

Buyer beware: please read! This is the absolute most unprofessional, dishonest company I have ever had the displeasure of dealing with. My husband signed up for this cell phone insurance in january 2017. My 13 year old son's phone had something wrong with it's wifi channel - as confirmed by the apple genius bar w/official papers to provide to esurranty. We sent notice to the company beginning on 4/5. After many emails & phone calls & live chats to them, most of which were either not answered or just pushed forward with no resolution, we provided paperwork several times & at some point got assigned to someone, who was no help. Finally, on 4/20, they told us to send them the broken phone, & we had the opportunity to give them a deposit of $99 to use their loaner phone while ours was being fixed. Sounded like a great idea! We moved on that, paid the $99. No phone. Rec'd emails that they'd be sending. But no shipping details, no tracking. We were supposed to receive w/1 day shipping. Seven days later, still no phone. We felt we were being conned, so we put the $99 into dispute w/the credit card company on 4/27 at 8:37am. Lo and behold, as soon as we did that, they then shipped the phone, & finally supplied tracking info. That very next morning, before the phone ever arrived, we were super pleased as we figured it must have been an oversight that they took so long to ship it. So at 8:27am, we notified bank of america to put the $99 back through. We rec'd the goods in question at 4:14pm, as per the usps tracking. As our credit card statement shows, which we have supplied proof to this company, the money was indeed sent back to them. On 5/5/17 we confirmed with our credit card company that 100% esurranty received the $99 back to their account. But you know what? They say they don't have it. Despite conversations w/the bank conferenced in where they were told under no uncertain circumstances that the money is in their account. Like on 5/23, conversations with our bank three separate occasions getting their advice on how to deal with this issue. They have the money.in my opinion, they are not being truthful & saying they don't have it for various reasons. Not only that - they still have my son's phone & they won't reply to us at all to send it back to us. So even if the $99 is or isn't 'missing' or 'unclaimed' by esurranty, they've not returned my son's phone which I insured w/them. Call that what you will. They won't return calls. They won't ever pick up the phone.in my opinion, it is a company who has a business plan that involves unsavory activities. If you speak to the bbb and look up this company, you see dozens of reviews just like mine. I will continue to report my issues until they supply what I paid for. I bought insurance from them and they owe me what I paid for. Buyer beware.
6/6/17 update: this company tried to force us to sign a 'confidentiality agreement' to keep this case quiet, as a bribe to get our phone back. Obviously, you cannot buy my silence. Today is day 66 of still no phone. Phone was promised to me by close of business on 6/5 if I 'kept quiet' on the review/social media front. We did that - deleted all mentions of certain words they deemed 'unacceptable', and guess what? Still no phone. We now consider our phone stolen. And as an aside, the loaner just died. We had to go out and buy my son a phone anyway - they're insurance is not real. And if you read other 1000s of reviews, they do this to everyone. Again, buyer beware. Contact me privately if you'd like to join a group i've set up to try to deal with this.

You wrote a review for esurranty
One hour ago
1.0 star rating
1/14/2017

Waiting months for payment due me for replacing lost phone. Owed over $650.00. Promised to reimburse but no luck in months. No replies to email/phone.
I purchased a cell phone policy for $116.98. The policy clearly states covers lost and stolen phones and is promoted on their website.
I had my phone stolen. Called police, they investigated and even took fingerprints. Gave me a police report.
I sent in all claim forms and were accepted. My account was charged $212.23 which was for the deductible ($189.00 plus sales tax of $23.23)
I was told a new phone would be sent to me in 3 to 5 days.
I was told they had problems getting my phone from their supplier.
I received a loaner phone and my account charged $149.00 as a deposit on phone.
I was told over and over the phone had been ordered and they should be able to send out soon. They also added that they were having problems getting a new phone.
After many, many emails over a 7 week period, mr. Xxxxxxx (The only person ever was able to contact) told me they would send me a check to pay for a new phone or I could buy one and they would refund me for the purchase. The last email I received from them is below:
—
"i have submitted your receipt to our accounting department so that they can cut you a check. This process takes about a week with them as they cut checks once a week.
When your check is sent out, it will be in the amount of what you paid since we have already authorized your deductible payment. "

I never received any check. I have emailed/called and left messages over the past months. It has been many, many months thus far - not 3-5 days like they claim in their contract.

I have also noted they have moved from florida to nevada and now their bbb rating is veing 'updated" and I suspect will be dramatically lowered. I did note that when pushed they make up excuses and even make completely false and unsubstantiated claims.

I have not idea how this company can still be in business. The internet is plastered with negative reviews and I suspect it is simply a fraud and these people belong in jail.

I sent them my phone in early September with a water damage. eSURRANTY was supposed to fix it or replace. I followed all the provided instructions and sent my phone. Was supposed to receive something back already but still nothing. When I contacted eSURRANTY customer service they said they need more time and asked me to be more patient. They say one and the same thing every time I call. They are so slow and unprofessional! I want my phone back!

I applied for phone insurance on the website www.esurranty.com. I sent them this form, but no one replied or called me back. I simply wasted my time, ‘coz after that I tried to reach them, but no one replied. Also their online chat agents didn’t reply, but it was shown that they were online.
I wonder if there are other people, who had the same experience. Let’s share views about this website.