In wet weather, December 2012, we broke down in County Durham about 50 miles from home and had to borrow a phone to call them. I mentioned I thought it was because of damp getting in, mentioning water on the, road and we were told we weren't covered, despite having been members for a few years and never having called them out. I was accused of having driven through a flood which was not true - the A66 carriageway simply had puddles on it that day and was not closed.
Can you picture a dark winter evening, darkness falling soon, children in the car and no help from the organisation that you've paid to give you peace of mind. We had the help of family and strangers to get us home 24 hours later. I still suffer from panic attacks when I think of this. Would never consider the RAC again and I suggest people are warned about their dishonest advertising. Their reply to my complaint accused me of having been reckless.
If I ever see any RAC person selling cover on the spot I will warn their prospective customers what happened to us.
This is the most terrible car insurance company I have ever used. Their customer service advisers should have been trained in basic customer service skills. Their Customer relations department is very good in finding excuses to get away with the things they have done wrongly. They took 7 months of my car insurance from my account without informing me. I have escalated my complaint to their CEO Mr Chris Woodhouse. He must be hiding somewhere because it has been more than 1 month but no respond. I am going to send my complaint to Financial Ombudsman Service. STAY AWAY FROM RAC INSURANCE IF YOU DON'T WANT TROUBLE!!!
What a system - you break down then find that you have to pay for the pleasure. The 0800 number is still on the new cards - I have just received one. If you phone from a mobile, you have to pay. You complain and are told a pack of lies. Apparently there is no redress-email the Financial Ombudsman if you want to make a complaint. Clearly he doesn´t deal with such matters. So... you´re in the middle of nowhere broken down. The RAC won´t provide you with a proper number to call except on the web site and not everyone has i phones, or even a signal in some areas of Scotland.
Have been with rac for a year. When first signed up and paid annual policy on a continuos direct debit I was told I would get the £100 free fuel. They wriggled out of it and claimed I did not have the right cover. Today I needed a call out my car would not start. Told not the right level of cover but if I paid £93 they would come in the hour. My cover runs out next week. Told them to stuff their cover and have gone with green flag at half the price and cover including Europe assist. Fortunately I managed to get my car started. DO Not use this company go to green flag!!!!!!!!!!!!!!!!!!!! N
Breakdown cover implies , we will rescue at the side of the road. So are customers getting this? Yes but the minimal. After working at the RAC I had to keep my lip tight about this. I disagreed about how they ran their company attempting to rob every customer of their hard earned cash. Just be phoning the RAC up to get a quote you will by default get junk mail sent to you every month or so. This will inform you on promotions and offers which, btw are more expensive then green flag anyway. Secondly call centre workers are trained to upsell to you. In other words making you buy what you don’t need. How they do this is sneaky. They will ask you what you want first. Then claim you need to pay for higher packages including additional extras. In other words if you wanted breakdown cover a sales advisor will start questioning your battery use, and what would happen if you battery blew out when your speeding down the motorway. So therefore you must have battery cover as well . It is a scare tactic, which seems unethical when selling to elderly pensioners. The arrangement of the packages are deliberately set up to make you pay extra. So if this is so unethical why do workers go along with this. The answer is very straightforward, Commission. The commission rate for workers is quite generous. £10 for each additional extra. This is what drives workers to sell more. For this reason no-one who works in the RAC call centre would have any difficulties recommending a RAC courtesy car, for anyone who already has a courtesy car with their insurance. They have been trained to manipulate you into needing it. On the RAC website you will see that the RAC is reviewed highly. I will not claim that all of these are fake. But when I worked at the call centre, word on the street was that the RAC deletes the negative reviews and write fake highly positive reviews. This would make sense as a large portion of incoming calls to the RAC call centre were from troubled customers. So in the end why did I leave? I didn’t I was drawn in by the money. However in the first 6 months the RAC tends to get rid of 2/3rd of their staff. Turn over rate is very high. Often the RAC removes people for not reaching sales targets. Put simply workers are under constant pressure to sell as much to you to you as possible. Other times workers are laid off for being disabled, although it is not written in print. A friend of mine who managed to stay employed at the RAC for 5 months was removed the day after he said he had dyspraxia . I don’t know the details of this but it does seem awfully coincidental. In the end. The RAC may just be okey for you if you want a reasonable breakdown cover. But for this reviewer I cannot recommend the RAC at all. If you must call them be very careful you don’t pay for what you don’t need.
i have been with R A C for past 5 years never been let down they might be late some times but they cover with the good service on 20/01/14 my starter motor stooped working i called they arrived on time as usual was to late to go to garage the patrol came with me to car part he did help my buy the right part he change the starter motor and did few extra works that all for free while if i go to garage wd cost me minimum of £60 and that wasn't a first time and what a friendly patrol great personality thank you RAC. I would recommend this company to anyone.
On the day my wife had her accident the first call she received was from Quindell, the company which RAC have used to outsource their customer care. My wife was in shock but was bombarded with options and costs. We had never been through an accident and didn't know how best to handle it but the advice from RAC was incorrect. That later got us into trouble with the insurance company. Then there was a problem with where the car had to be taken after the accident. A member of RAC's own recovery team called refusing to speak to me and insisting that he spoke to my wife, in spite of the fact that she was in shock and in pain, AND that I was also named on the policy and could have taken the calI. I lodged complaints about these issues on separate occasions. On each occasion the call was handled sympathetically. BUT NOTHING WAS DONE. RAC commit to responding within 10 working days. I received no response. I called today to find out what was happening. The person I spoke to basically fobbed me off. She told me that an email had been sent to Quindell to chase them up as they had to respond to the first complaint. FUNNY, I THOUGHT MY CONTRACT WAS WITH RAC !! Where is the customer care if RAC don't bother to follow up properly ? On the second issue she suggested I had not provided sufficient information which had led to confusion. But if they play back the recording of the call on 13 Dec 2013 they will know that the complaints handler understood perfectly well. She eventually said that my comments would be passed to the manager involved. Big deal. I know where that will lead. My concern is that the sort of mishandling that took place on the day of the accident would be investigated to prevent further occurrences. But the complaints handling process gives me no confidence that the matter has been taken seriously and I don't expect anything will change as a result. If RAC's complaints process is simply to provide an apology to a customer to try and mollify them - then stop the pretence of 'investigation and reporting back within 10 days' nonsense. RAC - complaint ref 82078 if they would care to look into it. Shabby performance loses our custom for good..
Was told i would receive help within 30 Mins Because i had two kids in my car. A six year old and a nine year old, and stuck at junction 47 on A1m north bound Two hours later someone come out and didn't even look at the car or attempt to diagnose the car. They put the car on the truck and where going to charge me 140 pounds extra to take us a 23 miles home I was stuck 73 miles from home. Its First time i ever used the RAC and paid for the full years cover at the cost of 140 pounds i felt robbed of my money. When we got to the garage the breakdown man then pulled the bonnet and couldn't give me an answer of what was wrong he didn't even plug a computer into the car he closed the bonnet and left us there. The mechanic that owned the garage fixed it at the cost of 80 pounds and i had to find an other way home with two cold and very tired kids i did not get home till 10.30 at night. And had a plane to catch for Northern Ireland due to a family emergency at 3.00 am. So thank you very much Rac i will not be returning to you until you can employ someone that is mechanically minded and can just tell the truth if they don't know. Very bad service from breakdown recovery man and hes a terrible driver he must of have kangaroo diesel in his truck it was so uncomfortable.
I used RAC service 3 times. The first and second service were outstanding and I was really happy with the company and upgraded my membership. The communication was good and they tried to sort out the problem as quickly as possible, and the staff who came to look at my vehicle were very polite and helpful. But the third time was a nightmare. I was made to wait on the road in the hot weather ALL DAY, and the staff who arrived couldn't be bothered to do his work. He drove passed me and parked near-by to have a nap until I reported the customer service and walked up to the truck to wake him up. He was smoking while doing his job and couldn't wait to go back to sleep again, instead of taking me back to the place where I could catch a public transport. I made a complaint and they sent me a letter with an offer to extend my membership, so they're not totally bad. The membership extension is a lot cheaper than my loosing 1 day annal leave from work, but at least I didn't need to argue to have my rights.
Cancelled my insurance as I had sold my car and not got another. The office charged me £50 for cancellation and then a further £35 admin costs so the final refund was just over £25. I suggest that you look elsewhere for insurance
Been with the RAC for over 6 years and not used them for a long time , used them twice overall. Myself, father and sister are all on full cover. My sister was driving her car and hit the kerb which gave her a flat tyre at night and she could not get the wheel off to replace, As it was on a busy road at night and a lone female who was in a panic and crying. She contacted myself and her father to tell us that the RAC have refused to come out as it is classed as an accident and not a breakdown. They put her in touch with their partners (Quindell motors) who now work with the RAC regarding crashes, These also refused to help. I contacted the RAC and they said we did not have full cover, only my father did, even though we all have cards showing full cover since 2006. I got angry with customer services and they put me on hold and once they returned we all were covered and they could not explain why they left my sister in the middle of nowhere and refusing to help! then they put me on hold again, and said it is because she had a accident to which I replied "rubbish, you are a joke! " They said it is classed as a crash so their policy states not allowed help as its not a breakdown! hmm if the car gets a flat tyre and cannot move it,, id class it as a breakdown! I have told them that I will be closing my account for good and complaining to Watchdog about their so called policy and asked to close my account right this instant!! The reply was they cannot log a complaint or close my account as the customer services is now closed , as this is the breakdown service. The RAC say its not their fault the way my sister was treated over the phone because it was their partners (Quindell motors) manager she spoke to and not the breakdown manager she had spoken to that night. RAC pass you onto these muppets if there is a crash and a blame!!(Quindell motors 5 year contract with RAC) There was no Crash!!!!!!!!!! Anyway, I will now leave them and go elsewhere as it was dangerous to leave a lone female at night on a busy road and just Bull*** her about policy to avoid any form of help!! Addison Lee and Carlyle, which owns breakdown firm RAC and health food chain Holland and Barratt , so I will not be shopping there either anymore! The second item for a penny is bull as well , be warned! check out the prices!
Terrible breakdown service and terrible customer service. Broke down with my baby on the M4 at night, was put on hold for 5 mins and put through to membership because they argued my policy had run out when it hadn't. Meanwhile the car battery died and I was left in darkness. Someone finally turned up, towed me off the M4, I paid £109 to be towed an extra 10 miles home and THEN they announced it was the end of their shift, so couldn't take me. An hour and a half later, I received a phone call from a contractor to confirm where I was, so they could pick me up, and the RAC had given them the wrong location. I made a complaint the next day. The RAC promised to call back within 10 working days. I phoned them a MONTH later to chase it up, and received no apology and no resolution. Please don't waste your money joining the RA
They jump started my wife's car and the radio stopped working ,Ford stated that you never jump start a car with the radio on,RAC called me a liar and refused to do anything.they disregarded Fords information.Take your business else where just like my family and friends.
I was with RAC car insurance for a year and was impressed with their customer service. Unfortunately they were beaten at renewal but got my no claims bonus in the post to me quickly without any hassle.
Recently signed up to their breakdown service having had problems with AA. Well priced breakdown cover. My girlfriend has been with them for years and had to call them out twice and both times were out quickly and fixed the problem. Excellent customer service!!
My car insurance and car tax both expire on same day. Can't renew tax unless you have insurance certificate. RAC won't send out insurance until they've taken payment (fraud prevention). They won't take payment early, so can't renew tax! Been through to 2 people - both say same. Options are: 1) Drive without tax 2) Don't drive 3) Use a different insurance company
I went for 3. I'll be cancelling my breakdown cover at next renewal too.