First call handler refused to send someone out as my policy didn't cover the issue apparently. This was despite having the top package with them . I explained we had 2 young children with us and he didn't care in the slightest. Rang back again and spoke to someone else about our issue who agreed to send someone out. Absolutely awful, left waiting with two children for nearly four hours , late at night and still no one had turned up. When I called to see where they were I was told we would be looking at another 45 minutes so that's nearly a 5 hours wait. Ended up Cancelling them, ended up getting cabs to get us all home and having to abandon the vehicle. AVOID THE RAC !!