Name: RAC
Rating: 1.43

“Headline: Even their OWN STAFF admit the RAC routinely lies to customers. (Review anonymous to protect the identity of the patrol.) My car broke down on the Thursday morning. I got to work and phoned the RAC, and arranged for a patrol to be with me between 16.45 and 17.45 that evening. This was my first ever breakdown, and I was pretty impressed with how easy the service was. Having waited beside my car for an hour and 45 minutes, I called the RAC at 18.30 to see where my patrol was, and got told that I was his next customer, and he should be there shortly. He arrived at 19.30. Despite the long wait, I was nevertheless relieved to meet the friendly patrol driver. That was, however, until he said ‘Look, I won’t be able to fix your car by the roadside due to the nature of the repair.’ That’s understandable, I replied, I just need to be taken home (”

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Posted 5 years ago

“TOTALLY AVOID THIS COMPANY. My car broke down on a Thursday in August 2019. It took over 3 hours for the RAC to arrive. The car could not be fixed at the roadside and was towed to the nearest RAC approved garage. The morning of the next day, the garage stated you were not equipped to fix my car, so I contacted the RAC to recover my car to Audi. They tried to charge me £119, but eventually stated they would not charge me. After numerous calls my car was finally recovered the following Wednesday by a third party which the RAC had palmed the job out to, Nearly a WEEK from my breakdown to actually recover my car 17 miles to Audi.”

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Posted 5 years ago

“This company is a joke. Bought a car that came with a RAC 12 months platinum warranty. After 6 months the car broke down, and it turned out that the turbo had gone and the exhaust pipe also needed replacement. Two garage (one affiliated RAC and one independent) confirmed the diagnostic (for which I had to advance the money) and said there was no way the damage could've been caused by us but it was a structural failure of the car's turbo. Yet, the RAC didn't trust their own affiliated garage and demanded the report from an alleged turbo specialist, which took nearly two weeks to complete before being eventually sent to the RAC. Now, their engineers are looking at the report (taking another week) after they had communicated a wrong email initially so it had been sitting in someone else's inbox for a few days. Meanwhile, we are without a car and they would only reimburse a car hire if and when the claim is approved, but then, fixing the car would be a matter of 1 working day. The people at the phone are mostly poor useless folks reading Ts&Cs at you as they have been instructed to do. As with most insurance this is absolutely useless when you are in need. I can't wait to see these old business models replaced in favour of something who truly is on the customers' side!”

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Posted 5 years ago

“Four to 5 hours waiting time for rescue is a joke but, not funny”

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Posted 5 years ago

“My ex partner used my bank account a year ago to pay for 12 months upfront. Last week they managed to take 160 pound from my bank (even though I'd changed card details) I rang them and told them they'd taken money from my bank for a renewal of a policy that's not in my name and I'm no longer with the person and I cannot get hold of her. They had the cheek to tell me I cannot ask or confirm the card details they have for a refund as I'm not the policy holder (but they are happy to take money from my bank) I finally get them to refund me but I have to wait 14 Working days to get it meaning they'd have my money in their bank for almost 3 weeks. I told them this was my 2 babies only money for food and I'm really struggling as a single father but that doesn't matter. Most places manage to refund in 3 to 5 days but they need 14 working days. Its a joke. Its been 8 days, I've had to go food Bank and apply for a electric voucher due to this. They don't respond to complaints and they are no help on the phone. We did call them out last year after a flat tyre and had to wait 7 hours with a 2 week old baby at the side of the road in November. I'm so annoyed, the bank won't help me and these are keeping my money causing me so much hardship I cannot even buy milk for my 1 year old.”

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Posted 5 years ago

“broke down and called at 1530.. couple of calls assuring me that they are on their way... last stated 2130, I thought that meant time, not the year. locals are bringing food parcels. it's time this disgrace of a breakdown service was closed. I urge you not to take out cover, renew, or take as part of insurance. insist you won't use them. only way to change is to go elsewhere.”

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Posted 5 years ago

“I live in Leeds and drove down to London for the weekend. Unfortunately, I had a flat tyre in Central London. I called up at 11 am ish to report the fault. I was being told, within 3 -4 hours it will be sorted. I chased up at least 3 times saying, I have a 3.5 years old little boy and stuck in Central London and wanted to get out of London and reach home (Leeds). In one of the chase up calls (I called), I was being told someone should be there by 1.50 pm. No one turned up, no one bothered give a call. So, I cased up again. I was being told, I would get a call shortly. Yes, I got a call, but, guess when, I got a call at 6.45 pm!! Worst ever experience. I would not recommend it to anyone. At 4 pm, I just found a mobile tyre fitter nearby who has changed the tyre for a premium price.”

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Posted 5 years ago

“On the hard shoulder of M 40 yesterday for 7.5 hours. 2 hours to come and confirm it was a tow job, then the fun really began. First tow truck couldn’t do cos stuck in park. His mate turns up and gets in neutral in a couple of minutes. Lies along the way. Even the Highway Patrol couldn’t shift their sorry backsides. Used to be good four or five star. Now total rubbish with morons on phone spewing empathetic platitudes. There I feel better! Avoid.”

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Posted 5 years ago

“Don’t ever use this Service I repeat Don’t use it! My car had a breakdown and I had to call for an assistance waited for 3 hours to get help. So then again my car needed to be towed, I had to wait for another 2 hours for a RAC patrol to tow my car. This was getting ridiculous and I could not wait any longer. I kept calling them for an update, and again I’ve been lied to. I’m never going to use this rubbish service again. Deserves less than 1 star.”

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Posted 5 years ago

“Don’t ever use RAC the service is terrible. my car broke down and I needed some assistance. I had to wait for 5 hours for them get back to me and fix the problem. The vehicle itself needed to be towed, so again I had to wait for another 2 hours for a RAC patrol to tow my vehicle. I kept calling for an update because this was getting ridiculous and I couldn’t wait no longer. I was being lied to again and again and therefore I will never ever use this service again!”

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Posted 5 years ago

“Don’t nit ever use rac breakdown they lie about how long they will be , I’ve been waiting over 5 hours and have just had someone turn up I was told at 7pm someone would be with me in 45 mins , I told them that my step daughter was taken to hospital with a serious condition and I had to be here urgently. I was waiting on the m1 from 6,30 to 10 when a non rac contractor came and picked to up but could only take me Watford where I had to wait until 12.30 am to have my car put in a low loader lorry RAC tried to sell me a tyre at £360 when the tyre only costs £185. They should be ashamed of themselves and this was the worst experience ever and would never use them again. I will be asking for a full refund of my policy Beware”

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Posted 5 years ago

“Do not use RAC breakdown assistance Do not use RAC breakdown assistance Do not use RAC breakdown assistance I am writing to complain about the recent encounter I have had with one of RAC road side assistants. I called for help as my battery was dead, the assistant turned up and did the necessary checks. After diagnosing the vehicle he concluded it needed a new battery and gave me a price. I told him I would shop around and asked if there was any price matching services available. At this point the assistant became rude. He did not like that I was asking questions and simply answered with 'look on the ap'. At this point he said he had another job to go to and began rushing the service and dismissing any questions I had. When I questioned the change in customer service he was giving me he said accusingly answered 'well you could have stole this vehicle because it has no plates' and 'I'm doing you a favour by looking at it'. This concerns me for two reasons 1) if my car was stolen would the RAC help the thieves if they paid for a battery. As until up to this point he was compliant to fit a new battery should I have paid for one. 2) this made me feel obliged to buy a battery and that the service I am entitled to wasnt actually entitled even though break down cover is included in my car insurance agreement. And I have contacted the customer service to find out about the battery price match and the lady on the phone said no sorry we dont that and than i said to her say it on your website and she said oh didnt know that let me transfer you call to another team they may know something I dont and i said ok after I was waiting for like 10min been placed on hold someone else answered the call and I had to repeat my self about the price match and he did know nothing about it I haven't got no idea why they put out a false advert it's so shocking u real. Overall I am disappointed in the service I recieved. I believe I should be entitled to receive a better experience. I expect a response in the form of email or telephone call to resolve this issue at the earliest convenience. Kind regards Ari”

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Posted 5 years ago

“Terrible service. Do not recommend to anyone”

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Posted 5 years ago

“They are just awful. Lied throughout the entire process then called back to say nobody was free so they wouldn't be coming to recover the vehicle! I could go on forever, but believe me when I say they are a disgrace.”

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Posted 5 years ago

“I was broken down yesterday in Luton. Called RAC for the first time. I have thier business cover paying about 130 pounds a year if not more. They took nearly 2 hours to recover me to their recommended garage from RAC name Fensomes on crescent road, Luton in the night. I left my car in their car park over night as it was Sunday and late night left my keys to one of their member. Well, when I came to the garage in the morning and talk to the lady over the reception, she asked mechanic and mechanic says we don’t deal with this kinds of repairs. But hang on a second why RAC can do this to me. It was recommended by RAC. Anyway, when I called RAC again and asked them to recover me to other garage, guy over the phone said it going to chargeable as I have to pay. He redirected me to customer services and it was only a voice message telling me to email address to correspond to them via email. In this state of mind when I called again I talk to lady she said oh because it was recommended by us, we can recover you. How come on earth same RAC is willing to recover me. I have been told I will get recovered within 90 mins. Now Its been nearly three hours I am waiting for RAC recovery. I called them after 90 mins but they saying I got to wait for recovery man call. I am really ashamed that I have been relying on this unreliable service for last few years. It was my first call ever to them. I am one of the most unhappy customer of RAC. I don’t recommend it to anyone. Thanks”

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Posted 5 years ago

“I was broken down yesterday in Luton. Called RAC for the first time. I have thier business cover paying about 130 pounds a year if not more. They took nearly 2 hours to recover me to their recommended garage from RAC name Fensomes on crescent road, Luton in the night. I left my car in their car park over night as it was Sunday and late night left my keys to one of their member. Well, when I came to the garage in the morning and talk to the lady over the reception, she asked mechanic and mechanic says we don’t deal with this kinds of repairs. But hang on a second why RAC can do this to me. It was recommended by RAC. Anyway, when I called RAC again and asked them to recover me to other garage, guy over the phone said it going to chargeable as I have to pay. He redirected me to customer services and it was only a voice message telling me to email address to correspond to them via email. In this state of mind when I called again I talk to lady she said oh because it was recommended by us, we can recover you. How come on earth same RAC is willing to recover me. I have been told I will get recovered within 90 mins. Now Its been nearly three hours I am waiting for RAC recovery. I called them after 90 mins but they saying I got to wait for recovery man call. I am really ashamed that I have been relying on this unreliable service for last few years. It was my first call ever to them. I am one of the most unhappy customer of RAC. I don’t recommend it to anyone. Thanks”

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Posted 5 years ago

“Broke down on the way home about 4 miles from my house. Believing I had breakdown cover with RAC I rang them only to be told they couldn't find the policy number and that I don't have cover with them. Was told I would have to pay £175 for them to come out and take me to a garage. As it was late and no garages were open the guy agreed to tow my car back to my house. When I rang customer services (Esure) the next morning to explain my circumstances and that I still needed taking to a garage I was told that actually I am covered by RAC for all breakdowns whether it be on the road or at home. Tried then to explain this to the breakdown line who said they would send someone out within the next two hours however a recovery vehicle never turned up. On top of that I am getting no response regarding reinbursement of the £175 they took from me. Very poor service **HIGHLY NOT RECOMMEND**”

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Posted 5 years ago

“DO NOT WASTE YOUR MONEY DO NOT RELY ON THEM IN AN EMERGENCY. My husband suffered a very severe allergic reaction having been stung in between his eyes whilst we were riding our motorbike back from a weekend. This required a 999 emergency ambulance as his face swelled and he couldn’t see as both eyes were so swollen. After treatment I told the ambulance no worries as I have full RAC recovery which includes driver assist . When I phoned the very rude agent ( such a shame I can’t post his name ) first told me I didn’t have recovery and could only be towed 10 miles. When I said this wasn’t correct he told me “you need to read the small print!” How rude. I then to,d him to check again as I knew this wasn’t right then he said oh yes I made a mistake. He then demanded the ambulance print out documentation. He even argued with the ambulance paramedic who told him it wasn’t possible . We went round in circles with him demanding this otherwise we would have to pay a huge call out fee and a price per mileage to get home. He wouldn’t even tell me the cost of this. He refused to let me speak to a manager even though I asked this several times. I explained this was a medical emergency and we needed to get to a hospital as advised by the ambulance. He hung up on me. I tried a second customer agent who just kept saying unless this document could,d be emailed they would not do anything as this was their process. The ambulance technician had given them all the details of call sign time and job number they could easily have verified . The ambulance managed to print off some data personal and private from their machine which I told him I had in my hand but they still refused. I told him I didn’t know how to emailand he said I bet you are calling from a smart phone of course you know how to email it. Seriously no concept of customer care or a realisation older people don’t necessarily have these things on their phone or if they do they don’t know how to use them) By this time I was in such a state of distress. My husband getting worse , ambulance gone getting dark and 50 miles from home with a huge motorbike I can’t ride. Again I asked to speak to a manager he ( again wish I could publish his name) told me there were none working on Sunday despite telling me a few minutes earlier he had spoken to his manager. So a lie . I asked him to stay on the line whilst I walked to the pub nearby to see if anyone could help me email and he said no. He hung up on me. 3 rd call I got a lady who said she would see if the email had arrived and I got cut off. Convenient. Fourth time so by now 2 hours later on the point of having to recall the ambulance or leave the bike and get taxi home and I spoke to a man who got things organised and was kind and sympathetic but it was still going to be 3 hours. They would try and hasten it as it was a medical emergency. They subcontracted the job and the guy was excellent it was still 5 hours from starting the call to getting home. My husbands allergic response was by this time worse as we had not been able to take the advised meds as they were at home and he ended up in hospital for 24 hours on a drip of steroids andantihistamine and a week off work. I rang to complain and they haven’t even asked for the details. I had a generic email saying it could up to 8 weeks. Policy cancelled . Wish I hadn’t paid 15 years worth of money nearly £400 a year in the thought I could rely on them in a real time of crisis. SHAME ON YOU RAC AND SHAME ON THE 2 OPERATORS. I HOPE IT HAPPENS TO YOU AND YOUR FAMILY. I would upload a photo of what my husbands face looked like but it is too shocking and who knows what they would do with it. Have a good laugh probably . Disgusted . I read the small print it says they require documentation NOT that you have to email it from the ambulance or side of road. They could have got this so BEWARE . There’s a reason the 1* rating is 86.6% . Just wish I’d known and not just autorenewed .”

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Posted 5 years ago

“Avoid at all costs. My husband has been left for 5 hours waiting to be recovered 16 miles with his moped. Absolute joke”

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Posted 5 years ago

“Terrible service, took money for a renewal without my consent or communication, then after waiting 20 minutes to speak to an advisor via their customer service line I was told I would need to be refunded by cheque. Cheque arrived in the wrong name, emailed and sent a letter requesting new one with no response. Finally picked up the phone to customer service team again today, to be advised that despite all the delays and the name on the cheque being incorrect I have to wait another 14 days because "it is process" as they have to cancel the old one before issuing a new one. Representative stated they hadn’t received my subsequent email or letter and that they were not aware that call wait times had exceeded 20 minutes. Whilst he didn’t outright say I was lying it was heavily implied, and his tone was highly condescending which did nothing to defuse my frustration and in fact fuelled my irritation as ultimately the RAC took money from me without my consent! I advised that I wanted to raise an official complaint as it does not take 14 day to cancel and issue a new cheque to which I was informed I do not know their internal processes and as they would need to complete a formal investigation I would receive a respond in 2 months (I'm believe that's what they said but could be 3) these responses are not normally by phone but as I stated I wished to speak to someone they would log it on the ticket. I am totally disgusted by the way this whole situation has been handled this is a terrible company, it has been a terrible experience and their customer service is disgusting. Avoid at all costs!”

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Posted 5 years ago

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 21%
Accurate And Undamaged Orders	Greater than 75%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.4 out of 5
Returns & Refunds
Refunds Process	Difficult

RAC Reviews