Name: RAC
Rating: 1.43

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

Helpful Report

Posted 6 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 6 years ago

“took 8 hours to sort flat tyre i had to pay xtra to take wheel off”

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Posted 6 years ago

“A terrible service, and I was lied to throughout. Broke down on a busy motorway with lorries thundering around it. Nowhere to go except stand on the edge of the road. Broke down at 7.45 pm and got 'rescued' at 3.15 am. They never once phoned me to update me and every time I called they gave me a new time window that they didn't stick to. Switching to a competitor and will NEVER use them again.”

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Posted 6 years ago

“It's pretty simple: they couldn't provide the service I'd paid for. I too have a long and very stressful tale of woe, but it all boils down to this: AVOID LIKE THE PLAGUE.”

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Posted 6 years ago

“Had an accident at 2.30pm in Doncaster heading for Edinburgh. Waited 3hrs to be picked up and taken to Wetherby half an hour up the road. Dumped that for 1 1/2 hrs then taken to Washington services. Left there for another hour. Then taken to Carlisle waited 1 hrs then picked up and taken to Abingdon. Waited 2hrs then taken to Edinburgh. Journey time Doncsster to Edinburgh usually 4hrs max. Journey time via RAC 15.5 hrs . Lied to me all the time throughout.”

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Posted 6 years ago

“THIS FIRM ARE A SET OF JOKES. Broke down twice and first time sat for 5 hours and second time sat on a u lot motorway for 4 hours and no sign of them. I wouldn’t have my enemy join the RAC. Guys please avoid as these guys need closing down”

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Posted 6 years ago

“Made me wait over 12 hours for recovery. The whole team: managers and even the sub contractors were telling Fins. No communications or updates from HQ. Every 2 hours I was promised they will be there within 2 hours!!!!”

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Posted 6 years ago

“I am absolutely disgusted with the RAC - travelling from eyemouth back to hawick in the scottish borders, my peugeot completely conked out on a notoriously dangerous stretch of road with blind bends and no grass verges for us to stand on away from the vehicle safely. I had my 5 year old daughter, husband and 2 dogs in the car, phoned the RAC at just before half 6pm to be told there would be a 90 min wait. We had to phone at least 5 times for ANY update as no one phoned us at all for hours, we even had to hang up once as the call handler took so long to give us even a response knowing full well my husbands battery was dead and mine was very low! Around 9pm after calling again we were told to WALK to find the nearest hotel!? In the pitch dark with a child, 2 dogs and with the nearest town being 11 miles away with the very real risk we could have been hit by a car! The reason for this being as apparently no recovery service would take the job within a 50 mile radius! By this point we were all freezing esp my daughter and if it wasnt for kind passers by who helped push my car to a more safe location, gave my daughter food and even offered to go and get blankets God knows what could have happened! At half past 9pm we finally got a call saying the RAC were going to call us a taxi from Kelso who arrived roughly just after 10pm with us getting home at 10.45pm having to abandon my car in the middle of no where for the night. The disasters continued the next day including phoning to lodge a complaint only to be told someone would call me back, am in now was surprised that that call never came! The recovery drivers the next day that eventually got my car back were more apologetic than the RAC have been, informing me that I am definitely not alone in being horrified by the lack of service provided. I'll be swapping providers asap as clearly doesnt matter to them who is in the car or if you are in very real danger either.”

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Posted 6 years ago

“First time I have used the RAC and will never use again. I called at 11:30 to say my VW T5 was unable to drive and required towing. 12.5 hours later we arrived home after 15 irate calls to useless automatons in their call centre, with two transfers on motorway services. The independent recovery firms who actually did their jobs, recounted numerous stories of how bad the RAC are, and actually proved they had not been contacted until 30 mins prior to there arrival, which meant that the RAC knowingly left us sitting in various locations for 3-5 hours. They deserve to go out of business.”

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Posted 6 years ago

“Online Registration process directs to nonexistent server for email confirmation”

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Posted 6 years ago

“JUST DO NOT GO WITH THEM!!!!! The service is disgusting!!!!!”

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Posted 6 years ago

“I am appalled by the lack of service from the RAC, a company to whom I've paid well over £200 a year for breakdown cover and haven't had to call out for 5 years. When my car wouldn't start they left me alone in a deserted car park in London 100 miles from home for nearly 7 hours last week, despite my telling them I was a woman alone. I reported the breakdown at 7.09pm- a contractor (not an RAC employee) arrived abut 1.45am! Got the car started so I was driving through the night, arriving home at 4am. Since complaining on Friday morning to their Call Centre and asking someone from 'Customer Care' (what a joke!) to call me I was told they would 'investigate my complaint'. I received a standard letter (2nd class post) yesterday (Wednesday) not even referring to my circumstances, just meaningless phrases eg 'unexpected high demand', 'we couldn't arrive as quickly as we'd anticipated' and offered a derisory 3 months free membership as 'a gesture of goodwill'. There was inevitably no phone number to call 'Bradley Such, Customer Care Executive'. Phoning the Call Centre again straight away I was asked what time I would be available for them to phone me. It's now Thursday afternoon and there's been no call. I feel the RAC has been taking my money under false pretences for many years. They seem incapable of offering a service. If you're with RAC my advice would be to change breakdown service supplier as soon as possible.”

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Posted 6 years ago

“GO WITH THE AA - THE RAC ARE VERY UNPROFESSIONAL AND ONLY INTERESTED IN TAKING MY MONEY.... After driving through a ford - the patrol man came out and continued to turn my car over until it went bang - he then lied saying he "only did it one time" now I'm left with a broken car £3500 worth of damage and they don't want anything to do with me - absolutely shocking - DON'T USE THE RAC, GO with THE AA - PLEASE DON'T MAKE MY MISTAKE :( VERY SAD TIMES - LEARN FROM MY MISTAKE”

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Posted 6 years ago

“GO WITH THE AA - THE RAC ARE VERY UNPROFESSIONAL AND ONLY INTERESTED IN TAKING MY MONEY.... After driving through a ford - the patrol man came out and continued to turn my car over until it went bang - he then lied saying he "only did it one time" now I'm left with a broken car £3500 worth of damage and they don't want anything to do with me - absolutely shocking - DON'T USE THE RAC, GO with THE AA - PLEASE DON'T MAKE MY MISTAKE :( VERY SAD TIMES - LEARN FROM MY MISTAKE”

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Posted 6 years ago

“This à the worst experience I never had in my life. 6 am today my car breakdown.m on the M1. My wife and I cane back from a weekend in to going to work. This is the first time that happened. I called RAC recovery service and explained that I need a truck to bring me back to my car to the garagiste because it is breakdown. They sent me a mini van by 7:30 M to check if they can repair. Unfortunately not and I disappointed because I clearly explained that I need a truck. The technician called the truck and they said it will be there in 30 minutes. We have wait from 7:45 am until 12:15. Between this time the enforcement traffic officer asked a lot of question as we were do long in the motorway. I explained to him the situation and he understood that it is not my fault. 10 minutes later the truck has finally arrived. The contractor said he is going to bring us to the next service point in about an hour driving. There another recovery vehicle is waiting to continue our journey. We have arrived in Northampton service. Unfortunately no other vehicle was there. We rang more than 10 times RAC and no one was able to help. All the agents keep saying the same sentence. Like it is a cd playing. We have wait to that place from 1.30 pm to 5.08pm when the 2nd truck arrived. Same story, he will drive us until the next service point. Another vehicle will continue the journey. The recovery vehicle drop is in Toddington. Again we called RAC , again and again and again... the same sentence, the same cd playing. Agents said than the vehicle will be there in 30 minutes, then 45 minutes, etc It is 21.21pm and no recovery vehicle. We are in the car , it is cold ( batterie is dead so unable to warm the car) and no one to help. This is an extremely unprofessional way to deal with your customers. You to not care at all and you had the worst service I have ever had in my life. We will cancel our contract and asked for a refund as we paid you yearly. We will NEVER NEVER EVER RECOMMEND YOUR SERVICE. Regards, Theodore. Edit Delete Share”

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Posted 6 years ago

“Broke down twice in last 3 months, both times 5hrs waiting and no updates. Only because I called to follow up they dispatched.”

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Posted 6 years ago

“Both my wife and I recently took out 2 car insurance policies with vehicle recovery. After 1 week I broke down in a very dangerous location - phoned the recovery line - after 2 hours the police organised recovery because the RAC were looking on the Isle of Man - I actually broke down on the A1 near Newark Nottinghamshire - it cost me £125 for my vehicle to be recovered and yet the RAC offered me £40 compensation - very disappointing - keep away from these clowns!!”

Helpful Report

Posted 6 years ago

“8 hour wait + 4 hour wait, terrible! I have unfortunately had to use the RAC twice within a month (bad car, but I am here to review the service of the RAC). The first time i called at 7pm, they originally said they would be with me in 2 hours. After 3, i ring them and they shifted arrival time to 3am. Making my wait time 8 hours! I actually went home on the train and came back at 3am when the mechanic came and did fix the problem efficiently. However, that is not the point if you are stranded, 8 hours is too long. The 2nd time I had just got off an 11 hour flight at Heathrow airport. The car didn’t start so I rung at 4.30pm, they arrived at 8.30pm (4 hour wait) could not fix the problem and had to tow me 80 miles home. Instead of towing me home in one journey they arranged a swap half way, I was dropped at a service station, this was at 11pm, my car was dislodged and I had to wait 15 minutes for another tow vehicle to come. I got home around 12.30am. After waiting so long I was extremely disappointed that they did not tow me home in one go. I understand that there are not many mechanics in each area and they are working as fast as they can BUT the RAC need to hire more! One is paying for a service that is just a fraction of what they advertise!”

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Posted 6 years ago

“Terribly service! I called the RAC as my window would not go back up. I also called my son, who managed to raise it. He said I'll leave it to the RAC man to put the panel back on properly. He arrived two and a half hours later, with a bad attitude. He clearly didn't want to do anything. He asked what I wanted him to do. I said, can you have a look, to make sure it's not going to drop and can you put the panel back on properly. He was just touching the panel and reluctant to do anything. it's only when I said I wont be renewing my policy, he went to the van and came back with duck tape. he proceeded to put it around the window. It looked a mess. when i asked about putting the panel on properly, he said its ok. I had no idea the RAC employed cowboys. This man clearly did not want to work. very disappointed! I do feel the need to mention the previous RAC man, was very professional. he replaced the battery and I was pleased with the service.”

Helpful Report

Posted 6 years ago

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 11%
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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