Reviews (44)
This review has been revised and is provided for reference only:
We were initially looking for a plugin that would offer our customers the option to purchase extended warranties. I came across the SureBright app and wanted to try it, but didn't fully realize at the time that the extended warranty service itself would be provided by them.
Our standard warranty is one year. We've been using the app for less than six months, which means no warranty service has yet been provided through them — only the app functionality has been available.
Our decision to discontinue the SureBright app came from uncertainty about their ability to handle warranty claims. This isn't to say they lack capability, but rather that we didn't understand how they would actually fulfill claims. Because our products are large and require after-sales support that involves detailed photos or videos to assess issues before shipping replacement parts — all of which is handled internally by our team — several concerns arose:
1. How would SureBright fulfill warranty service for our customers? Would they purchase entire replacement units from our store at $1,000–$4,000 each? Or would they source replacement parts without knowing our costs?
2. When customers experience issues, they contact us directly, not SureBright. The actual after-sales process can only be handled by our team, and communicating with SureBright about these cases would add unnecessary complexity.
When we decided to stop using the service — which was within our rights, since no warranty services had yet been provided through SureBright (our standard warranty period simply hasn't expired yet) — we encountered unexpected difficulty.
We've found it extremely difficult to remove our payment information from their system. Despite multiple polite requests, our credit card details remain on file with no confirmation of removal.
More concerning is how SureBright has treated customers after our partnership ended. They've contacted our customers directly, creating confusion about warranty coverage. This has caused unnecessary stress and eroded trust.
Now, despite offering to pay a reasonable pro-rated fee for the time we used the app, we're facing legal threats over an unpaid invoice we never agreed to.
We do not owe payment for services not rendered. We simply want this resolved fairly — without lawyer-style warnings or threats.
We take feedback seriously and want to clarify the circumstances referenced in this review.
SureBright provides extended protection programs through established underwriting and claims administration infrastructure. The fact that no claim had yet arisen during the merchant’s standard warranty period does not support the suggestion that SureBright lacked the ability to administer coverage, nor does it mean that SureBright had provided only “app functionality.”
In this case, the merchant sold SureBright-administered service contracts to customers and collected payment for those contracts. Under the parties’ agreement and applicable requirements, those funds were required to be remitted to SureBright, and outstanding amounts were required to be settled before discontinuing the program. They were not. The issues that followed did not arise from any inability by SureBright to fulfill claims.
We also want to clarify that payment information is handled using industry-standard practices and is removed upon app uninstall. Communications with customers were made only as necessary regarding the status of SureBright-administered contracts.
We remain confident in the integrity of our platform, our compliance processes, and our handling of this matter.
