Name: RAC
Rating: 1.43

“I broke down during rush hour and was pushed, by the police, into a nearby industrial site on the outskirts of the city, which is very dark and quiet not an ideal place to be at night on your own. Was told by the RAC as I was a female on my own they would be with me in approximately 45 minutes. I called the RAC and spoke to a woman who told me it would be another 3 hours before anyone could get to me. During this conversation a car tried to drive into the back of me, the driver then started to be intimidating, and I was genuinely concerned for my safety. I explained to the female advisor what was going on and that I might have to hang up to call the police, her response was there was nothing they could do and it would be up to 3 hours before anyone got to me. My husband then called the RAC to say he was really concerned for my safety and could the RAC please do something to help to which the response was 'it's sexist to give a woman preferential treatment' After waiting for another hour and having been promised someone would be with me at 7.45pm I called back at 8.05pm to be told that no one would be with me until 9.30pm at the very earliest (almost 4 hours after my initial call) I broke down at 5.30 and was eventually able to head home at 9.50pm, the mechanic was excellent and got my car going again. Absolutely, shocking service - they never call you back and simply don't care in their warm comfortable call centres. It was a genuinely frightening experience and one that I hope no one else has to endure. I've complained to the RAC but don't expect a response - they couldn't be bothered to call me when I really needed help”

Helpful Report

Posted 6 years ago

“Phoned at 12.38 afternoon for a breakdown it’s now 18.43 still waiting for a patrol to come out to me it’s freezing cold and was told supervisor will phone still waiting absolutely a joke customer service is aweful”

Helpful Report

Posted 6 years ago

“lone female, mis-fuelled, forced to pay upfront £225, found out RAC took cut of £100 to refer case to elsewhere. took 6 hours for call out, car could not be towed and I had to push car. Disgusted. Will not be renewing after 18 years loyalty. Shocking service by RAC who don't have a direct line to the Complaints Team.”

Helpful Report

Posted 6 years ago

“Disgusting customer service They only robbing people And please for everyone don’t ever use RAC For inspection car I try to sell my car Brand-new car And RAC guy coming they find out what is the problem is which is not right that! Absolutely disgusting robbing people!!! AA is the best one”

Helpful Report

Posted 6 years ago

“Very bad service !!!!!! They will let you down when you really need them. Don’t make mistake to go for RAC for breakdown cover. I reported breakdown at 11.00 am today, in London. I was told I will be attended within 90 mins, received phone call from RAC in 90 mins to say it will be another 3 hours wait, will be attended at 3.30pm........ waiting at the roadside in cold. This is their service in London at day time, clear sky. Cannot imagine what must be the response time for remote areas of UK or adverse weather conditions. Complete waste of time and money....”

Helpful Report

Posted 6 years ago

“I have been a member for more than a decade - cant remmeber how long but will not be renewing. Broke down in Regents Park London at 8.30pm on 16 November 2019 which was cold. Repeatedly had to chase up call backs i was promised with one of the operators being completely uninterested. I was given an initial eta of 3 hours but the contractor arrived earlier than that which was great. I had to chase up a recovery truck to tow my car and eventually was given an eta of 6 hours which would expire around 4am. I was shocked considering I was in the capital. I called local tow companies and got someone to come out within the hour and cancelled the RAC. Calling the RAC simply wasted 3 hours of my time.”

Helpful Report

Posted 6 years ago

“Have RAC cover included with my car lease, wish I had purchased cover elsewhere. Currently been waiting 5 hours and 10 mins and still no idea when they will get to me. Fobbed off every time I call and assured someone will call me back. They are blaming floods 200 miles from where I am for the delays. An absolute joke.”

Helpful Report

Posted 6 years ago

“I joined the Rac in 2005, in fourteen years I have called them out once. My renewal was £51 more than a new member. I cancelled my membership but they still took my money, it has taken the 12 weeks to reply to my complaint. They have said they have cancelled your membership and I will get a refund within 14 working days. So much for loyalty they couldn’t care less, why 14 days to refund, they expect immediate payment and even when you cancel they still take your money. An absolute disgrace.”

Helpful Report

Posted 6 years ago

“shocking....Why! do not buy rac membership from a selling agent at a show or town centre, never ever....i did trusting the brand and the agent, DONT. it came to light on renewal i was not covered, because i drive a van, i thought i was covered in any vehicle i was driving or occupant in. Not the case if in a van....I was mis sold, and conned.... RAC stated i should have read all the small print, REALLY...... when at a show would you? NEVER AGAIN....steer clear ....”

Helpful Report

Posted 6 years ago

“shocking....Why! do not buy rac membership from a selling agent at a show or town centre, never ever....i did trusting the brand and the agent, DONT. it came to light on renewal i was not covered, because i drive a van, i thought i was covered in any vehicle i was driving or occupant in. Not the case if in a van....I was mis sold, and conned.... RAC stated i should have read all the small print, REALLY...... when at a show would you? NEVER AGAIN....steer clear ....”

Helpful Report

Posted 6 years ago

“RAC I am not sure what to say I was in Asda and a rac member approached me he then sold me a membership after around 4 months my car had an oil light come on called them out after 5 hours they arrived and the guy was absolutely rude and not helpful he was saying just put oil in the car and drive it it’s few years old it’s typical for a leak it’s not massive even when the car was suggesting there is a fault and the engine management light was on. I have then try to cancel my cover because AA it absolutely amazing and great with service. They made me stay on hold for 35 minutes when I explained I want to cancel my cover. They then answered and offered me a cheaper price and would not just cancel my cover AVOID AVOID USE AA SAME PRICE”

Helpful Report

Posted 6 years ago

“Absolutely disgusted with RAC they don't have any humanity at all! I was driving back from Newark to Mansfield on the busy A617. I saw a lady in distress walking in the middle of the road. This is a road where cars and large HGV's travel at 70 miles or even faster. Also there's no street lighting as there's nothing but a farming community and large fields. Due to the current rain fall most parts are flooded. Anyway this lady was clearly distressed, I managed to get her into my car. She was soaked wet through and freezing cold. She explained that she had a blow out, no mobile and was a distance away from home. I advised her that I would take her home. I managed to get her home, and she told her husband what had happened. She was in no fit state to drive so I suggested taking her husband back to the car, calling the RAC and then he could stay with the car and I would leave. We contacted their local garage who agreed that the RAC could take the car there if it couldn't be fixed at the road side. We got back to the car and pulled into the layby, we managed to give our exact location to the operator but when he asked for the car Reg, we had to pull up behind the car to give it to him. The gentleman with me couldn't remember the registration and I wasn't going to let an 87 year old, walk in the freezing cold rain on a dangerous busy flooded road. After a long conversation and being told someone would get to him in 4 hours, as a matter of priority, I attempted to leave the gentleman and drive off. Unfortunately my car refused to start. I left it for a few minutes and nothing. Again contacted the RAC and wondered if I could get a jump when the guy came to fix the blow out. After explaining that I wasn't a member or a family member I was told by the operator "We are really sorry but on this occasion you're going to have to sort yourself out. You can't become a member as we have no spaces available" After I explained the situation again the second reply I got was that you were going to put it through but charge it to the gentleman. So here we are 1 call out already coming to see him and deal with the blow out, but since I need a jump start it's going to be classed as 2 call outs, plus you're going to charge an existing member of 20 years extra, even though he already had every type of membership you have on offer. I offered to pay for the call out, only to be informed that I couldn't because I wasn't a member and the RAC weren't offering any new memberships. So here we are, me and this gentleman stuck, with the water around us rising fast as the fields were turning into lakes and it's getting dark. It was now 1 hour after our initial phone call. I asked for the managers full name as he was the one making this decision and not the operator and I explained that I was going to make a complaint. His name wasn't given to me and after asking for it the 4th time, he came to the phone and introduced himself as Lee Richardson from the Stratford branch. By this time I was frustrated and concerned about how I was going to get to my 2 young children who were over an hour and a half away from me, and I had no idea what state the roads were in. Lee Richardson advised again that I could not join or be helped by the RAC but if the gentleman agreed to having his premium increased next year, then I could get help after his tyre was fixed. Again Lee classed this as 2 call outs and refused to allow me to join or pay for it. But was more than happy to explain to the gentleman that his premium was going to increase next year as that is what's stated in your policy. After getting another phone call to be informed that there was a 70 min wait in addition to the previous few hours, we contacted the local garage again, who kindly sent out one of their boys Ben with a jump pack. By this time it was dark and I had to call the Police to inform them of the breakdown so they could make the area a little visible. By the way don't bother charging or increasing the gentleman's premium as I left before your technician got there. He did call me and I did advise him so there was only one call out to deal with. So here it is the RAC has no community spirit or kindness! You're a bunch of money grabbing pathetic greedy people. So I wouldn't recommend the RAC to anyone! Like I told Lee Richardson I am making an official complaint, and I have written you a review worthy of your despicable service! Have a wonderful day!”

Helpful Report

Posted 6 years ago

“Absolutely disgusted with RAC they don't have any humanity at all! I was driving back from Newark to Mansfield on the busy A617. I saw a lady in distress walking in the middle of the road. This is a road where cars and large HGV's travel at 70 miles or even faster. Also there's no street lighting as there's nothing but a farming community and large fields. Due to the current rain fall most parts are flooded. Anyway this lady was clearly distressed, I managed to get her into my car. She was soaked wet through and freezing cold. She explained that she had a blow out, no mobile and was a distance away from home. I advised her that I would take her home. I managed to get her home, and she told her husband what had happened. She was in no fit state to drive so I suggested taking her husband back to the car, calling the RAC and then he could stay with the car and I would leave. We contacted their local garage who agreed that the RAC could take the car there if it couldn't be fixed at the road side. We got back to the car and pulled into the layby, we managed to give our exact location to the operator but when he asked for the car Reg, we had to pull up behind the car to give it to him. The gentleman with me couldn't remember the registration and I wasn't going to let an 87 year old, walk in the freezing cold rain on a dangerous busy flooded road. After a long conversation and being told someone would get to him in 4 hours, as a matter of priority, I attempted to leave the gentleman and drive off. Unfortunately my car refused to start. I left it for a few minutes and nothing. Again contacted the RAC and wondered if I could get a jump when the guy came to fix the blow out. After explaining that I wasn't a member or a family member I was told by the operator "We are really sorry but on this occasion you're going to have to sort yourself out. You can't become a member as we have no spaces available" After I explained the situation again the second reply I got was that you were going to put it through but charge it to the gentleman. So here we are 1 call out already coming to see him and deal with the blow out, but since I need a jump start it's going to be classed as 2 call outs, plus you're going to charge an existing member of 20 years extra, even though he already had every type of membership you have on offer. I offered to pay for the call out, only to be informed that I couldn't because I wasn't a member and the RAC weren't offering any new memberships. So here we are, me and this gentleman stuck, with the water around us rising fast as the fields were turning into lakes and it's getting dark. It was now 1 hour after our initial phone call. I asked for the managers full name as he was the one making this decision and not the operator and I explained that I was going to make a complaint. His name wasn't given to me and after asking for it the 4th time, he came to the phone and introduced himself as Lee Richardson from the Stratford branch. By this time I was frustrated and concerned about how I was going to get to my 2 young children who were over an hour and a half away from me, and I had no idea what state the roads were in. Lee Richardson advised again that I could not join or be helped by the RAC but if the gentleman agreed to having his premium increased next year, then I could get help after his tyre was fixed. Again Lee classed this as 2 call outs and refused to allow me to join or pay for it. But was more than happy to explain to the gentleman that his premium was going to increase next year as that is what's stated in your policy. After getting another phone call to be informed that there was a 70 min wait in addition to the previous few hours, we contacted the local garage again, who kindly sent out one of their boys Ben with a jump pack. By this time it was dark and I had to call the Police to inform them of the breakdown so they could make the area a little visible. By the way don't bother charging or increasing the gentleman's premium as I left before your technician got there. He did call me and I did advise him so there was only one call out to deal with. So here it is the RAC has no community spirit or kindness! You're a bunch of money grabbing pathetic greedy people. So I wouldn't recommend the RAC to anyone! Like I told Lee Richardson I am making an official complaint, and I have written you a review worthy of your despicable service! Have a wonderful day!”

Helpful Report

Posted 6 years ago

“Never take out an extended Warrenty, I did 3 years ago , it was a platinum policy,recently my car broke down, I went to claim and was told I wasn’t covered under a gold policy, after many calls, I was finally apologised to and told my platinum policy would be reinstated and that my £600.00 bill would be covered , this was all Said on a Recorded call, I sent my bill in and now they are trying to tell me again I’m not covered, this is my Xmas money.rac how are you putting your name to this? Today I have called the ombudsman who seemed equally as bemused ,”

Helpful Report

Posted 6 years ago

“A friend of mine broke down earlier this year, RAC attended, told her suspected water pump failure, he topped the system up and told her to drive the 14 miles back home, whilst doing as she was told with the RAC following, she blew the crank, Cam and Head gasket.. WHY WOULD an RAC patrol diagnose water pump failure, then tell you to drive 14 miles back home? Well, it's her assumption that because it cold and raining hard, The RAC patrol man DIDNT WANT to have to mess about rigging up his towing dolly for such a short journey.. the car has now been SCRAPPED due to an UN-ECONOMICAL REPAIR leaving the young lady careless for 4 weeks and costing her several thousands of pounds out of pocket on her old car and in DEBT with her new one!! YOU COULDNT MAKE THIS UP!!”

Helpful Report

Posted 6 years ago

“september 15/09/19 at approx. 09.30 ,broke down on southbound M6 at Preston(LANCS) arrived home at Weymouth(DORSET),approx. 300miles on 16/09/19 at approx. mid-day. spending 4hrs. at Stafford service station, 5hrs. at Gloucester service station,then over 6hrs. at Bridgewater service station, were myself,my wife,and our 2 dogs were abandoned, I then had to pay £95 at travel-lodge,or sleep in the car. case ref. UF56644353 complaint still unresolved”

Helpful Report

Posted 6 years ago

“Got a puncture and been told it will take 3 hours. Waste of time and money. I can not imagine if I had to wait by the motorway 3 hours for someone to arrive.”

Helpful Report

Posted 6 years ago

“If you're male and likely to be on your own in the car for the majority of the time, then do not bother with the RAC... On average they will take 3 hours to even get to you... The last 3 occasions I have been quoted 3, 3 and 4 hours. On the last two occasions I contacted another breakdown service and were with me under an hour... The recent one was 30 mins”

Helpful Report

Posted 6 years ago

“What s shame that an organisation once held in such high esteem by so many has somehow transformed itself into a premium grabbing cowboy outfit, determined to do all that it can to evade both doing any work, and paying the claims of its victims (aka policyholders). What a cheek! What a disgrace!”

Helpful Report

Posted 6 years ago

“This ‘service’ is an absolute joke. Broke down at 2pm. Waited until about 6pm for a mechanic to arrive. The mechanic was great but couldn’t fix the vehicle on site which was fair enough. Was told the dispatch crew would call me and would likely be picked up for a tow home within the hour. I received no call within an hour so called back up, was told they’re just sorting a tow out and that they would call me within the hour. This process was repeated an hour later and then every half an hour until 1030pm, when I was told that I could either wait until the morning or that an outside contractor would pick me up at 11.50pm (nearly 10 hrs after breaking down!) and drive me just 18 miles down the road (about 80 miles short of being home) to leave us at a service station and then they might possibly be able to arrange some other outside contractor to come collect me at some point but they couldn’t say for sure as nothing had been arranged! Each time I rang up, about 7 or 8 times, I was told that it was in hand and that they’d just find out what was happening and then call me back. No one ever called back. The RAC is a disgrace, I have no idea what I pay my membership for, How can you call yourself a breakdown service if you can’t even arrange a tow vehicle with 12 hours! By the time we get picked up it will have been 18 hours, and that’s if they pick us up when they say they will as I have no idea what to believe as was told all sorts of lies all day. I deeply regret the switch from the AA to RAC, I will never use the RAC again and strongly recommended no one else does either.”

Helpful Report

Posted 6 years ago

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 14%
Accurate And Undamaged Orders	Greater than 75%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.3 out of 5
Returns & Refunds
Refunds Process	Difficult

RAC Reviews

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