EMaC Ltd Avis 

If you are offered this facility at the dealership take it. It will be the best thing you will do. Excellent company does what is says it does

After an issue causing me to miss a DD payment, I contacted EMaC and got through to speak with Kay.
She was very clear in her discussion, polite and helpful also kept things fun and 'enjoyable'.
The process was clear and easy to navigate and 100% to Kay.

Very helpful
No quibbles
And amazingly polite

Customer service quality has gone downhill.

Used to be very good but Cosmetics repair service team have become a nightmare to deal with.
I have called them almost every day to book a service. It’s been 11 days and still no booking. Every time I am told “sorry sir, your case is under review and it will take us 5-days to respond.”

Pretty poor service considering the premium sums EMaC charge.

Excellent and clear response to my query. I found the lady on the phone very helpful.

My phone call was very helpful efficient and knowledgeable

I had to cancel my contract, through no fault of EMaC. I called and got straight through to a lady in Customer Services who was very helpful and processed the cancellation immediately. I received the refund within a couple of days.

Car service and mot, wonderful service from Chelsey, couldn’t fault the staff no hanging about, wouldn’t go anywhere else

Good service friendly and helpful
Went above and beyond
Will recommend to friends and colleagues

The person I spoke to is very very helpful. I had cancelled my direct debit because the plan was not used for two years due to changing my car and he was very good. Explained it all and yes brilliant.

I spoke to Sam who was very friendly and helpful regarding an admin query about changing vehicles. She explained everything clearly and concisely.

I changed my car early and a refund will be sorted soon so absolutely delighted.
Great communication and no issues with Emac at all.

Clear and quick results following an enquiry.

Once I finally negotiated the different levels of automated lists and finally spoke to someone, the experience was really good. It just took such a long time to be connected to a human.

Had a very good experience, and good customer communication

Even though I was calling to cancel my contract I found that person who was dealing with my call,polite,friendly and very helpful.I must emphasize that my cancellation was nothing to do with EMaC it that was changing my car.I have been pleased for past 3 years and 11months.

No fuss, helpful staff, refunded as promised within the time frame they stated on the call. Certainly a company that sticks to it's word, a diamond in the rough!

This company is so unhelpful it beggars belief.
After great difficulty trying to get in touch, the outcome is that some small scratches where I backed into a hedge in our 2 year old Fabia ARE NOT COVERED BY THIS COMPANY!!
We paid £330 for this cover when we bought the car from Skoda main dealer Exeter, thinking that it covered just this sort of incident. The contract is clearly WORTHLESS and our money was wasted. My advice - DON’T EVER PAY FOR THEIR PRODUCTS.

I purchased a cosmetic package from Mercedes in October 2024, which is provided on your behalf to maintain the vehicle.
The plan is a maintenance plan contract provided by EMAC . It provides 4 optional quarterly maintenance events per annum for 36 months. Each maintenance event will include a cleanse and inspection of the exterior bodywork, alloy wheels and the application of any required treatment to correct the inevitable consequences of regular car usage including minor stone chips , indentation , scuffs , scrapers and scratches.
Ultimately, I am simply seeking to receive the service that I have paid for.
I have only used the service once before, in June last year. While that experience was not without its issues—primarily due to staffing shortages resulting in significant delays—the technician who attended carried out the work to a good standard and even identified an additional minor issue for future repair.
Regrettably, my experience this year has been significantly worse. I recently underwent open heart surgery and have understandably been prioritising my recovery, which is why I delayed raising another request until the weather improved.
I began the process on 16th March, attempting to upload photographs via the online form. However, I encountered repeated errors preventing multiple images from being submitted. I sent what I could and followed up via email to explain the issue, providing the remaining photos separately. At that point, everything appeared to be progressing appropriately.
By 2nd April, having received no update, I contacted your team to follow up. On 8th April, I was advised that Revive would be in touch. By 17th April, I had still not been contacted and chased again.
On 22nd April—over a month since my original submission—I had still not received any communication. I therefore contacted EMAC directly. My query was escalated to Jack (Team Leader), who assured me he would investigate and revert. Within 10 minutes of that call, I received an email stating that my repairs had been rejected. The reasons provided were that certain scratches were inaccessible and that one scratch exceeded 30 cm.
To be absolutely clear, there are no scratches on my vehicle exceeding 30 cm; the largest is approximately 3.5 cm. The work required falls entirely within the scope of correcting normal wear and tear as outlined in the agreement.
Given the timing, I am concerned that the rejection was influenced by the delay rather than an accurate assessment of the vehicle. I contacted Jack immediately to raise my dissatisfaction. At that point, I requested that a formal complaint be logged; however, I was informed this could not be done without arranging an inspection. I was told I would be contacted within 3–5 days, which did not happen.
After six working days with no contact, I followed up and spoke with Adam. He confirmed that no inspection had been arranged and no complaint had been raised, contrary to what I had been told. Adam then arranged for an inspection and confirmed that a complaint would be logged.
On 5th May, an inspector attended and took photographs. I must note that he was extremely professional and helpful. He expressed surprise that the repairs might not be covered, stating he had seen far more significant damage approved previously.
I also received an email that same day advising that head office would be in contact regarding next steps. I am still awaiting that contact.
On 15th May, I received further communication stating that my details had been passed to Revive and that they would contact me. Again, I am still waiting.
Since March, I have repeatedly been told that someone would contact me, which has not materialised. As a result, I have been answering every call on my mobile in anticipation, which has become both exhausting and frustrating.
At this stage, I am simply requesting that the terms of the agreement are honoured. If this is not possible, I would ask that my payment is refunded on a pro-rata basis, taking into account that I have only used one of the twelve available services.
I have emailed EMAC CEO to ask for help but they have not replied either . Is this the standard for EMAC dont respond they'll go away eventually.

Customer services, always very friendly and helpful. Work is done to a high quality and in reasonable time. They will pick up your car and bring it back when work is completed.