RAC Reviews

Name: RAC
Rating: 1.43

1.4 Rating 3,128 Reviews

10 %

of reviewers recommend RAC

Company Reviews

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Metrics

1.4

Based on 3,128 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Telephone, Email
Queries Resolved In	Under An Hour

Phone:

801 82 82 82

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105

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Zero stars wasn't an option. Appalling customer service. Lone woman left stranded for 24 hours with no recovery, no communication and a recovery slot time that was in the past, in freezing temperatures in winter. Called RAC countless times and nobody able to provide any information other than 'the estimated recovery time says', despite the estimated recovery time being in the past. Left with no option but to organise my own recovery - RAC refusing to reimburse the costs and they believe their communication was acurate throughout, despite Tracey at the customer care team being unable to answer the question "what should I have done when my estimated recovery time had not changed in 6 hours and was literally in the past. (Estimate 10am-2pm - actual time 3.30pm). Incredibly poor customer service from Tracey who refused to provide any more guidance on what the correct course of action should have been, despite myself asking multiple times. Provided a £30 "gesture of goodwill for the delay" - which was an insult in comparison to the £190 I had to pay for third party recovery, as a lone woman who had been left stranded for over 24 hours. DO NOT USE RAC - THEY DO NOT CARE”

Helpful Report

Posted 4 months ago

“Car wouldn’t start after leaving some shops. Reported this at 2pm this afternoon, it’s now 7.45pm and still no sign of them. Absolutely shocking service. Will be cancelling my membership once I have got my car home and will be going with another company. They should be ashamed of themselves. Awful company!”

Helpful Report

Posted 4 months ago

“Currently been waiting 2 and a half days for a breakdown van to arrive. Not hours, that's 2 and a half DAYS!!!!!! Never waited for 2 hours with the AA, RAC a literal joke. Finally rang back, after 2 and a half days of waiting, and they are not sending a breakdown, a recovery is coming Monday now. The breakdown started Thursday morning the week before. Well done RAC well done. I will be contacting the ombudsman after this to cancel my contract. What if my wife and children had broken down Some where sketchy. RAC can not be relied upon, Signing back up to the AA who have never let me down in the 10 years we was with them.”

Helpful Report

Posted 4 months ago

“I received three years RAC breakdown cover with a new vehicle that I purchased. I usually use Green flag who I have been very happy with and still use alongside RAC. After two weeks of collecting my Dacia Duster it developed a problem with the electronic parking brake. The dealer said I needed to contact RAC assistance so that my car could be towed back to the dealer. What a nightmare! No one to talk to and to add to the extra stress of the situation I had to complete and online form before help was sent out. I was lucky that my vehicle was at home on the drive with reasonable lighting. I couldn't imagine completing the form at the side of a busy motorway in bad weather. I was given a three hour period as to when the engineer would arrive. On arrival I was told that there wasn't much that could be done as his diagnostics tool could not access my cars systems. He did eventually sort the issue but it reoccured the day after. Again I went through the same procedure and was allocated a slot only to find that my slot was then cancelled as there wasn't anyone available in my area so another slot was allocated for the day after. Absolutely appalling! I always thought RAC was the best rescue service..They absolutely failed today so much so I will stick with Green flag in the future.”

Helpful Report

Posted 4 months ago

“I been their member from over 14 years and when my policy was expired this year no one called me to renew nor send me any email/post. I made a complaint but no one replying to me complaint too. Very bad customer service now. Don’t buy RAC no more.”

Helpful Report

Posted 4 months ago

“Single woman left in isolated lane for 8 hours in freezing conditions. Then finally told at 10.20pm at night that she wasn’t covered as had hit surface water….. unbelievable (they had all details at 2pm) and really shocking…. So much for vulnerable female policy and promotion. And no way to contact a person. All phone lines diverted to answerphones. Dreadful ….”

Helpful Report

Posted 4 months ago

“I had a accident a couple of weeks ago. I was on the phone for over an hour, put on hold and passed between 4 different people with 2 of them telling me that I wasn't a member. Eventually I hung up and phoned a breakdown company. I have made a complaint but they seem to have ignored me again. Paying for a service that doesn't actually exist. Absolutely disgusted.”

Helpful Report

Posted 4 months ago

“7 hours and still waiting says it all, cold, wet dark and hungry thanks for nothing RAC”

Helpful Report

Posted 4 months ago

“Very smooth experience, the team was professional and supportive throughout.”

Helpful Report

Posted 4 months ago

“Extremley poor service left for 13 hours at side of road, recovery truck constantly changed arrival time, and saying delayed onway when they was on another job so not actually on way, complaint got 50 pound cheque not satisfied with thay as was stuck nowwhere to get hot food or drink or toilet needs if could of left zero stars i would”

Helpful Report

Posted 4 months ago

“I have been with rac for several years the initial engineer was fine but the imposed charges and cost of repair (i fixed my car in less than an hour ) was unreal blue flag here i come”

Helpful Report

Posted 4 months ago

“I am deeply disappointed with the way RAC handled my brother‑in‑law’s account following his passing. At an already difficult time for our family, we were shocked to discover that RAC still charged a £50 early termination fee after being informed of his death. He still had 6 months remaining on his term. Most companies show basic compassion and waive such fees when a customer has deceased, but RAC chose not to. This lack of empathy and flexibility added unnecessary stress during a period of grief. It’s disheartening to see a company prioritise policy over simple human decency and seems to me they love to profit from the dead.”

Helpful Report

Posted 4 months ago

“Despicable service from the RAC . Appalling from start to finish. Constant lies from customer services. Dangerous breakdown that required police presence. They constantly told us the recovery was a mile away, 10 minutes, 15 minutes.... For over 5 HOURS . They lied repeatedly over 16 different phone calls to them. The police asked to speak with them to reinforce the need for urgent recovery from a major dual carriageway where the breakdown was dangerous and causing problems. Two deaths in the same spot the week before due to failed recovery and people being hit by fast cars on dual carriageway and slip road. The advisor HUNG UP ON THE POLICE . After 5 hours an independent company came to recover us that had been called by the RAC 15 minutes before they arrived at our viehcle. They had done nothing for nearly 5 hours only pretended help was on the way and LIED. The police are deciding whether to follow up on wasting police time because they had to stay with us for 4 hours, so dangerous was the situation. The RAC were constantly told the dangers in the 16 calls. They just fobbed us off until police base called in the urgency. When the independent recovery arrived they'd been told by the RAC we'd run out of petrol. Another lie. We'd had a full engine management systems shut down and gone from 70mph to 0 in 10 seconds in the fast lane. We'd then had to try to get to safety and rescue our two dogs from the back of the car. The hazard lights had stopped working after 2 hours .... It was 4pm and getting dark. The chances of a major pile up were inevitable hence the police rushed there to put cones and lights out. The RAC didn't care about this. The independent recovery company told us the RAC wouldn't come out because the road was too fast and it was dangerous for their own recovery vans. They had no intentions of helping. They constantly lied. For 5 HOURS. It was 2° and dark on a 70mph dual carriageway and the RAC had no interest in helping us. Officially complaining has made no difference. They have reviewed the complaint and admitted they were in the wrong and the advisors shouldn't have relayed false information to us and ignored the police. . They have sent £30 and £10 as compensation. We had to pay £400 to be recovered and for the car to be taken on to the dealership then following day from our home. It couldn't be taken straight away as they were closed and the compound all locked up. If we had been told they truth by the RAC from the first minute of our breakdown, we could have called an independent company ourselves and got to the dealership that day. If they had been honest with us we could have called an independent company from the first moment it happened and we wouldn't have incurred additional charges. This, they didn't care about either saying " it's not our responsibility to pay for any extra costs" They don't care. They have said In a formal email response " having reviewed your case, we can see we were at fault and will offer you £40 as a good will gesture" They sent£30 initially. When I challenged this they said they're had been an oversight and sent another £10. In our complaint we'd asked for £200, half of the extra costs we'd incurred. They had said their 40 pounds was final. You can't complain to that financial ombudsman about the RAC because they get out of it by saying it's RAC MOTORING SERVICES not THE RAC. They're separate things and their motoring services don't fall into ombudsman services so there is no complaints department except their own so they can do what they want. That was evident from their nonchalant responses and curt emails, badly spelt, with poor grammar and sarcastic phrasing. Absolutely dispicable. DO NOT USE THE RAC. IF YOU ON A DANGEROUS ROAD THEY WILL NOT COME OUT TO YOU. The police told us they exclusive this a lot with RAC services. We have moved to GREEN FLAG AND CANCELLED MEMBERSHIP. I encourage anyone who has RAC cover to seriously consider moving away from them.”

Helpful Report

Posted 4 months ago

“We had to wait in poor weather conditions beside the hard shoulder for five hours we had no communication and was told when we called them we had to chase the eta with the company they had subbed the recovery too. They couldn’t even give us the company’s phone number. Asked us to google it. Absolutely shocking will never use them again”

Helpful Report

Posted 5 months ago

“Booked with rac a at home service . The time is not confirmed til the morning of the day ,so i had to take the day off work , then they rang to say they cannot make the appt ....no offer to do it the next day that you would except from any customer focussed company ..i was offered another "guaranteed" slot on 21st 1 week on..and I now know these slots are NOT reliable .a real dissapointment .”

Helpful Report

Posted 5 months ago

“called twenty five past elevan got through twelve ten told patrol would be there between five and eight. The time was moved to elevan till two in the morning. I said I was in a retail park and they shut the barriers at eight.I agreed to wait till the next day and they said what time would be best for me we agreed on ten o'clock. They arrived at one and were not very good. I needed recovery and he could not do that so he arranged for a company to recover me that was between eleven pm and two am . I cancelled the recovery and got my own who arrived within two and a half hours. Very very poor service I have since left the RAC after twenty years and this is the only time i have used them what a poor show S Pulcella”

Helpful Report

Posted 5 months ago

“Wankest breakdown company every 12 hours stuck in a lay-by waiting for recovery in -2 weather with no food or drink or heating , keep getting texts with eta getting later and later”

Helpful Report

Posted 5 months ago

“Been waiting 15 hours for pick up in freezing conditions on my own. Still haven’t picked up the car. Blocking an ambulance red route but they don’t care. No toilet, no food, nowhere open. Reported at 19:30 yesterday explained circumstances and still waiting at 10:45 the next day. APPALLING COMPANY. No updates nothing. App is useless.”

Helpful Report

Posted 5 months ago

“Waiting for 3 hours already and another 4 to go in minus 2 degrees weather as a lone female. Not impressed. Have only used the AA previously….. now I know why”

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Posted 5 months ago

“Broke down on a zebra crossing( drive shaft snapped) . Did what I thought was the right thing and got a friend to tow me to a car park so I didn't cause a hazard. Informed RAC and long story short 23 hours later the tow truck turned up. Next time I will leave vehicle in a dangerous position and they might have to react quicker. All throughout the process communication was non existent. Terrible company who will not get my business when due for renewal.”

Helpful Report

Posted 5 months ago

RAC is rated 1.4 based on 3,128 reviews