RAC reviews

RAC reviews

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Fantastic - came quickly, polite and very helpful

I had to call RAC at 10:10pm and the woman who took my call was very helpful as I was unsure as to when to ask for the call out - I was worried that if they couldnt fix it at the roadside and garages were closed I would be stuck. They explained that they could come now as a 'home start' call and if they were unable to fix it they could book a 'recovery' call in the morning to take my car to a garage.

They arrived about 40 minutes later, after calling to let me know they were 10 minutes away. The mechanic that came was very helpful, explained what he thought the problem was and explained what he would do. I am a 22 year old female who knows absolutely nothing about cars and he still took the time to properly explain everything without being patronising. He explained the pros and cons of the temporary fix before he did it (My heating wouldnt work, but my car would run) He even got me to drive the car round the block before rechecking the car to make sure his 'temporary fix' was running.
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Useless Waste Of Money, Thieving Company Refuses To Recover You

I was a member up until this morning when I decided to block my direct debit.
The reason I blocked my direct debit from them is because I was having issues with my car this morning in the middle of a journey, it was overheating and showing me the battery light on the dash. What had happened was the auxiliary belt for the alternator had slipped off and the wheel that holds it was completely broken.
I managed to drive it the short distance to a friend who does a few jobs fixing cars from an old barn, he diagnosed the issue and said it would be £250.00 for a repair, something I can not afford today.
After paying for, and making sure when I purchased the recovery to be able to get home whatever the circumstances I was pretty shocked when the service I was paying for turned out to be useless, as when I phoned the RAC they refused to come out to recover me and my car, their reason was that I was at a mechanics place.
So, I asked if they could at least recover me, they said no!
I do not pay for a service only to be told by their sales men that I will be recovered when I needed to be only to have them refuse to help at all.
An utter and complete disgrace, a breach of contract and even when I tried to complain I was not able to talk to someone about it, as they said their complaints department will phone me in 24 hours.. well, its too late, also they had the cheek to ask for a months worth of payment in order to cancel, I told them where they can stick that too.. I would advise everyone to stay well away from the RAC at all costs, the thieving break down recovery service is a complete joke!!
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Dis-interested and awful company - disgusted

Rubbish, poor and liars - they confirmed recovery 3 times, all way out and also subsequently confirmed that i cannot speak to anyone in compliants above the person on the phone to complain, as thats against policy and that I will receive a letter in 7 days. Brilliant - Thanks. Doesnt take away the fact that 2 children, aged 7 and 9 were sat on the M5 for over 3 hours waiting when we had it confirmed that it would 45 minutes, then 15, then 30, then 45 minutes oh and then another 15 minutes. I would be embarrassed and ashamed - As you have a young family you are deemed a priority! Really if thats a priority i wouldnt want to be normal or non priority. What a 'Joke'.

Surely they have conditions they have to meet, I.e 1 hour to respond, 2 hours to recover and clear the motorway and to prove capability and capacity to service the needs of the public, if simply in the interests of safety to those in need or using the motorway with a hazard on the hard shoulder. It was dangerous. Other organisations do, why not the RAC - After this shocking service I shall be investigating and taking further to seek resolution, not via the compliants department who are following Policy but via the HA and local authorities. I am disgusted.
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Waste of money and time

Been a member for a long time - never had cause to use the service until recently.
I damaged a tyre in France on Sunday recently. Despite having European cover, I was told help was unavailable because it was Sunday. Unhelpful, disinterested and unintelligible "Incident Manager".
I was left on the roadside. Rubbish service.
Newish car, it came with "Roadside Assist" from manufacturer. Couldn't have been better - car taken to dealer for new tyre to be fitted next day, immediate taxi to hire car depot, hire car ready on arrival. I paid for new tyre only. Excellent service.
Don't bother with RAC, if you do; make sure you study the contract very carefully!
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fab service and very helpful mechanic

My car limped home last night and a nasty light came on, I rang RAC this morning and they were there within 1 hour, even though I told them it wasn't an emergency (would rather they left me at home if someone was stuck on a road somewhere). The mechanic fixed it so I could get it to a garage, recommended a good and efficient garage, rang them tom make sure they could do the work, took me there and brought me back afterwards. Much better than AA who left me stranded with a 2 month old baby for 3 hours, would def recommend. Garage also fixed the car same day at a good price. very happy customer. I suppose people usually only leave feedback if they're not happy hence bad comments on here ...
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Disabled man placed in a dangerous situation.

When applying for membership, I was guaranteed by the mobile RAC representative who had set up his booth in my local supermarket I now had purchased the ultimate comprehensive RAC package suitable to cover me for any eventuality as a disabled motorist.

RAC Recovery. RAC roadside assistance. RAC Onward Travel RAC Roadside assistance.

As it materialised, when the unexpected did happen and my wheel was damaged by a raised manhole cover I was left totally stranded, alone and without the promised assistance or membership recovery.

What the RAC doesn't disclose to the motorist is that their particular contract clauses are over seventeen pages long, and none of these clauses or disclaimers are available or provided to view in any format by the RAC representative prior to the motorist signing up for membership.

I feel that this is very deceitful and even more so when the most vulnerable and disadvantaged people in society are now being targeted.
If this were a bank or mortgage lender providing a policy such as this, questions would be raised as to the validity of this type of cold sales particularly as it is the individual disabled person who is supposedly covered and NOT the vehicle.

In the event of requiring assistance, it was neither.

I won’t be renewing my membership. The RAC placed me in a very defenseless and extremely dangerous situation which I have no desire to repeat.
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failure to issue promotional fuel card

Did'nt send my £50 fuel card via recorded delivery, so when it was lost in the post... would NOT send a replacement.

Customer service poor, more bothered about keeping their profits up than assisting customers. I will not use them again
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RAC - Took us 24 hours to get home when they abandoned us!!!!

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.
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Terrible Customer Service. DO NOT USE THEIR INSURANCE!

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!!!
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Had to pay to make the breakdown call

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.
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Refused to come out and wanted another £93!!!!!!!

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
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Dont believe how they rate themselves, a RAC INSIDERS perspective.

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.
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Crap

They are useless and rip off company and don't give a dam about customer care or who they wrong fully take to the cleaners
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great service

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.
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Sales driven care instead of customer care. Diabolical complaints process

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..
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Nightmare

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.
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Good and bad

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.
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Cheap Insurance but overcharge when changing anything

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
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Poor Service and refuse to come out even though all family on the policy!

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!
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Unacceptable customer service - a waste of money.

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

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RAC Details

About this company

RAC Breakdown Cover from £28 & great deals on Car Insurance. Visit rac.co.uk for more information.

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