RACReviews 14

I have never, ever, EVER been treated with such contempt as i have with RAC. I was left oj the hard shoulder of the M4 for nearly 6 hours with 2 children, 1 of whom is disabled and was scared witless. The highways agency had to eventually tow us to the services, and RAC were meant to pay when we arrived. They failed to pay THREE TIMES! Hiw can a payment fail from the RAC? Then I was given a hire car to get me to my 5 day holiday, and Enterprise now want to charge me for the last day because RAC only pay for 2 apparently (even though they've let me have it for 3) but I was not told this by RAC at all. A call handler called Heather today was so incredibly rude to me my partner was genuinely shocked. In addition to all this, I was PROMISED 5 call backs from senior managers who "Are obliged to drop everything and call you back" and I have received none of the 5 calls. There's more though: while waiting on the motorway, RAC tried to send someone from 2 hours away in Wolverhapmton, even though I was between Bristol and Swindon. I was assured I was the highest priority by RAC yet I was treated like absolute scum by them. When I got my hire vehicle, I had to make multiple calls to RAC and the towing companies to arrange for my van to be collected, RAC kept telling me it was being collected and none of the companies knew anything about it. I will NEVER use RAC again. Absolutely SHOCKING customer service from them they should be ashamed. Ive started a complaint with them and when they don't bother to respond ill be going to the motor ombudsman about this. My complaint reference is CC*******

As I was given short shrift by customer service, I made a little video for them to assist with training their operatives. I made it 'Private' but as they haven't responded, today I've made it 'Public': https://www.youtube.com/watch?v=r-0wwIygkY0

I have RAC breakdown Recovery, never claimed for recovery in 44 years, I had a burst tyre and called for recovery they asked if the metal rim of the tyre was damaged I said yes, They said if the wheel rim is damaged it's classed as a Road Traffic Accident and that RAC don't recover if your have damage to the wheel rim. It's classed as a Road Traffic Accident. SO NO RECOVERY.

Your service is a joke, firstly you send a guy who charges me money to add brake fluid which made no difference to the issue, but as he never tried to move the car he didnt know if he had fixed it or not
I then called for someone to come again, and it was getting later and later so I called again and said come in the morning - which someone eventually did past 10am - he was also trying to say it was ok until I insisted he meoved the car to see the issue - he then agreed it was undrivable and took it to the garage to get mended
I called the next morning to get onward travel as I pay for and was told that I was too late is has to be done within 24 hours of the original call - which would have been impossible because it took longer than that to get someone to agree the car had an issue - I argued this and was told after some time I could have a car
On hearing from Enterprise they have no cars avaliable today - which is not true as I could book a car with them direct from the same location online with no issue - when I called and spoke to onward travel - after another long wait - am told tough luck if there is no car avliable I just have to wait until there is one
Why am I paying you - probably if i hadnt driven the car after you first engineer said it was ok then the problem would have been less bad, plus I have to argue to get any service and then Im left high and dry with no car
JUST A JOKE

Yesterday I broke down 16 miles from home. I had to wait 6 hours for the RAC to come out. The guy did a diagnostic on my car and then checked my oil level. There was to much oil in the car so he told me he had to stop and could not do anything else for me. He just left me there. This is the customer service level you will get from the RAC. What happened to human kindness.

My car broke down. It took 4 days to get a mechanic to come out and tow it. He could not fix it. I complained and i was told my complaint was rejected and that the RAC would enter into no more communication on the issue.

Theyre terrible, they use 3rd party companies to run their claims, they say they have cotacted us but zero emails, or telephone calls, avoid at all costs, do not use they are shockingly bad. Just can't put into words how we feel and we will never use ths company again. Dont say you have not been warned.

28 hours left with a broken down vehicle zero communication from rac except my repeated calls to chase up the attendance! They do not care about customers.

My experience with this company was incredibly frustrating and disheartening. I found myself stranded in the cold for an extended period, enduring from 6:15 AM until 10:30 AM. Despite assurances from the agent to receive a callback, none was forthcoming. Each time I reached out, the agents appeared uninformed about my situation. To my disbelief, one agent even threatened to cancel the job if I contacted them again. The lack of information regarding the estimated recovery time only heightened my frustration.

To compound the situation, the RAC breakdown mechanic who eventually arrived first suggested the need for pick-up recovery before assessing my car's issue. He mentioned arranging it while en route. Regrettably, upon inspecting my car from a short distance, he admitted he couldn't fix it. Surprisingly, he didn't bring or use an OBD diagnostic. Instead, he attempted a jump start and informed me that he would need to organize a pick-up, a task he had initially claimed to handle on his way to me.

Following the diagnosis, I was swiftly charged £263, and the on-site patrol advised that the team would contact me with the next steps, which never happened. No details were shared about the tow company. An agent on the phone informed me that as they cannot tow back to my house in one trip, they would need to arrange multiple pickups. I was given a mere estimate that my car would be returned to my home address in 3 days. After further waiting, I was then told that the car might be returned in 5 days. Given the Christmas season, I find myself without a car and no viable options.

Throughout this ordeal, the agents provided a series of implausible excuses, including claims about being unable to confirm the time and restrictions on towing due to limited drive time. Based on my experience, I strongly discourage others from using this company. Opting for a random tow company would likely be both more cost-effective and hassle-free.

Paid for mobile battery 315£ on line, to be fitted next day between 14:00-17:00. Called them, at 1:00 PM next day, I was told that situation is busy but they will be there but may be a delay. ''Live'' link showed it to be 22:00 PM, which gradually came to 6:00 PM. However no body came. At 7:30 PM called them. A customer service representative who was to say the least useless, told me that they will be out in 2 minutes and I that I should ''rush'' to my car. Went there, no body was there. Called again, another customer service representative who was more sensible told she will alert the ''emergency services'' as it is more than 5 hours delay.
Then I got a call from a young lady, who told me that they can't provide me with a ''battery'' that night at all!. She told that next day it will be between 8:00 AM to 12:00 PM. I called at 9:30 AM as no update was given through text. I was told that they have no body to come and fit the battery. So I cancelled the order. What I am saying is word by word true. Shameless bunch of people. Pls avoid at all costs.

Single woman on her own by the side of the road. Initially told that the wait was 6 hours. Eventually they attended after 'only' 3 1/2 after we opened an official complaint (which they then closed). Appalling service

Ms F---e J---s -Operations Officer has confirmed that even though you book a RAC mobile car service via the RAC website that they have subcontracted the service to Who Can Fix My Car!

Is this legal?

My service via the 'RAC' was very poor:

• A tyre tread was calculated at 5mm across the tyre, but an MOT 37 miles after the 'RAC' service calculated it at 5.2.3mm with a recommendation that the tyre is changed.
• My spare tyre was calculated 6.6.6mm but I do not have a spare tyre!
• The mechanic Reset my Service interval but I do not have this facility on my car.
• My car was taken to a Road Test which did not happen.

I complained to the RAC that I thought the complete service had not been carried out and it was not value for money, and they are not interested.

Very poor service from an organisation which I thought was a professional company.

Supposed to recover your horse and trailer if you break down. Instead they just hang up the phone on you if you need assistance. Their commercial dept told me they just put a note in the system but they will never call you back, they prefer to leave you stranded at the roadside even if you are in a dangerous location with a horse on board. Customer services will just try to blame you if you make a compliant and only refunded my membership after threatening court action on their facebook page. They were unmotivated to even reply to my complaint after several weeks and reporting them to trading standards, BBC watchdog, advertising standards and the FSO. After they had tried to give me the old cheques in the post lie it did look like legal action would be the only thing to get them to do anything. Even so, what is the point of paying for this service if they are never ever going to recover you from the roadside. If you don't call for assistance they keep your money for doing nothing and if you do call they will refuse to help you and just return your membership fees.