RAC Reviews

Name: RAC
Rating: 1.43

1.4 Rating 2,964 Reviews

10 %

of reviewers recommend RAC

Company Reviews

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Metrics

1.4

Based on 2,964 reviews

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

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

“Truly truly appalling service, Van broke down at 10am in London it was finally recovered 12 hours later with the driver getting home at 11:30pm. Minimum of updates, told several times it will only be 2-3 hours (only). C&S who were finally appointed contacted driver by text to say it would be another 5 hrs and then we’re not contactable again until an hour to getting to the van call after call text after text ignored. RAC useless when contacted online does not work. Appalling never will sign up with them again all vans will be moved to another provider.”

Helpful Report

Posted 3 years ago

“Failed at every turn. I broke down at around 3pm on Friday the 30th of July. I waited 3 hours for the RAC van which could not tow my car as it was too low. The patrolman said that when my car is collected, it would be taken to a workshop which he recommended immediately who were staying late to receive my car. I then waited a further 3 hours for my car to be put onto a flatbed only to be told the car was now being taken back to their depot, and unloaded, reloaded onto another truck and taken to the workshop in the morning! This additional delay in getting the car to the workshop added a further day lost for our holiday! I was told by phone (when the patrolman was on site) that a courtesy car had been booked for the following day and would be with me by 12. I was even told the exact make and model of the car that was meant to be arriving. We were finally able to relax thinking that the RAC finally got their act together and sorted things. I was wrong. The following day by 11 nothing had arrived and I was getting nervous and called the RAC to be told the courtesy car was "on the way". By 1pm the car had still not arrived, so I called again only to be told the car had not been booked out and nothing was happening until Monday. All I was offered was £35 for a hire car that I then had to source myself. At this point it was 2pm on a Saturday. Every hire company was closed. I was in the middle of Wales at an Airbnb with no neighbours for at least 10 miles. My Airbnb ran out that evening and someone else had rented it for the next few days so I could not continue to stay there. The RAC had left me in the middle of Wales with no accommodation or transport despite my continued membership being "premier rescue" that should include both transport AND accommodation. This is an absolute disgrace. I really can't believe how bad the situation had become. I think this was the first time I have had to use my RAC membership and the one time I do they cannot uphold a single promise or a single service that I have paid for during my entire membership. I and my wife frantically began calling every company in the area in the hopes that, although they stated "closed", may still be open late. We managed to get in contact with the owner of a small private company who, upon hearing our story, returned to work to rent a car out to us. There was one problem. The rental company was an hour away. We had to HITCHHIKE to the town the company was in, in order to collect the car. THE RAC HAD US HITCHHIKE TO OBTAIN TRANSPORT WE ORGANISED OURSELVES. FINALLY! We had an old 2004 Skoda that just about ran... but we had no choice. Thanks RAC... This is not the end of the story! Monday arrives. To rub salt in the wound the rental company that the RAC use calls to tell me they have a rental car for us. WHAT USE IS THIS NOW?! Tuesday arrives. I visit the garage to find my car wheel has been damage at some point during loading/unloading of my car by the company the RAC used to collect/deliver my car. it's been almost 6 weeks since my complaint with no response at all.”

Helpful Report

Posted 3 years ago

“Still waiting for recover 5 hours after first contact. Absolutely shocking.”

Helpful Report

Posted 3 years ago

“Disgaraceful attitudes rude incompetent customer service is zero.DO NOT JOIN. not a breakdown service”

Helpful Report

Posted 3 years ago

“Still not had the “ high level customer complaints manager - Craig “ call me back to explain why their call out technician never arrived within the 3 hours I was told to expect him despite me phoning the RAC 5 times to seek updates . Technician never turned up instead I was told eventually after pushing them that they’ll provide a taxi to get me home and they’d sort out a recovery in the morning ! Question I’m asking is - When within the 3 hour wait was RAC going to explain to me that the Technician would not be arriving ??? And to make matters worse , I spoke to RAC onward travel assistance staff member named Paul ( told me he’s from the Manchester office ) his contact number is 0330 3328406 time of call 09.50am today Saturday 4th Sept 2021 this idiot clearly has zero customer service skills he’s rude abrupt ill mannered and talks to you like he’s a police officer ! Absolute pathetic individual that does not know how to treat his customers with respect good manners and etiquette !! DO NOT JOIN RAC - THEY REALLY DO NOT CARE ABOUT YOU !!!!”

Helpful Report

Posted 3 years ago

“I found that my insurance had massively gone up. I paid for the whole year upfront. I Rang to cancel to find that You end up paying more than a cancelation fee..... For just 2 months of cover, I ended not being refunded for the same as paying for 3 and a half months of cover. Be careful of taking out insurance with this company don't pay the whole amount upfront best to do it via a direct debit then you don't have to pay the whole of the breakdown for a year or the extra financial security for the whole year...... With just 2 months of the cover!! Then to add salt into the wound I was transferred to the bit of the company that deals with conflict to be put on hold for over 45 mins and then the call was dropped by the RAC!”

Helpful Report

Posted 3 years ago

“For motorhome and touring caravan owners, if you have RAC Arrival membership check restrictions on my renewal it states a limit of 3.5 tons but on a flyer i received it states any size and weight i e mailed RAC but have not received any response i also e mailed the Caravan and Camping club who would not comment on any RAC practices perhaps because they offer free membership .”

Helpful Report

Posted 3 years ago

“My vehicle was picked up from wales and supposed to be towed to london and it has been 5 days and till now I have not received the vehicle. Every time I call the customer service they say the vehicle is in queue for delivery and one of the recovery vehicle will pick it up soon for delivery- Every day I call rac they promise to deliver on the same day but it just doesn’t happen. Tbh till now I have called them more than 50 times and service is really poor. I hope to receive my vehicle by the end of this year atleast.”

Helpful Report

Posted 3 years ago

“Terrible customer service, slap admin charges on you for cancelling automatic renewal I didn't even ask for. Shame on you. Greedy company that only want your money!! There are alot of better more genuine recuse company's out there. I most definitely will never use RAC ever again.”

Helpful Report

Posted 3 years ago

“Having read the reviews below I can see I am not alone in my experience. My daughter drove a 180 mile round trip to collect me after my motorcycle punctured a rear tyre. The alternative would have been to wait over six hours for the RAC to respond - their contractor finally arrived at 1am and phoned me to tell me. Thank you Auto Vehicle Specialists from Kidderminster - you are an example that RAC would do best to emulate. I wrote complaining to RAC CEO David Hobday and received an email response from a Customer Care (sic) Officer that said "I want to assure you that we take matters such as these very seriously", so seriously in fact that it will take up to 20 working days to respond. Presumably they have so many complaints to deal with and/or don't care about their customers. Suitable adjectives for the RAC are "woeful", "shameful", "incompetent", "ineffective", "atrocious" - I could go on but nothing will change. They will continue to put profit - and Mr Hobday's salary & bonus - ahead of customer care.”

Helpful Report

Posted 3 years ago

“Do not get rac cover the key replacement care is a con they use locksmith and loclsmith also they came out after two weeks then still have not replaced my key will be taking rac to court for not provided the cover paid for aa or greenflag better”

Helpful Report

Posted 3 years ago

“I cancelled a policy because I sold that car. When I took out a new policy for a new car, the money I spent went on a cancellation fee unbeknownst to me and I'm due a month later for my NEW yearly membership. Ned Kelly's not dead!!”

Helpful Report

Posted 3 years ago

“After car started smoking under bonnet on M6toll, the RAC mechanic called Paul arrived after only 35 mins. Made a temporary fix and followed us right to our front door. Brilliant service!”

Helpful Report

Posted 3 years ago

“Waited over 7 hours in 28 degrees with no public conveniences. Still no arrival had to call private company to get rescued. Received useless automated texts messages for the first 4 hours. Was lied to over the phone on several occasions. When i made a formal complaint - they thanked me for my feedback!! What a joke of a company which needs serious changes operationally.”

Helpful Report

Posted 3 years ago

“Just a terrible service. The initial person turned up quite quickly and let us know we would need to be towed. After that is when it all went wrong. Zero communication until I spotted the truck that couldn't find us. Then found out the truck wouldn't take our dog in the cabin (which I now understand is common). We had made it clear at the start that we had a dog. Then also turned out that we were only being taken an hour down the road and not home (I have full coverage). Seemed that only when we were dropped off did they order the next leg. 4 hours later there was no update. Took 1 hour and 45 minutes to get through. Only to be told that the contract had been rejected. Perhaps make sure you can provide your service for the price we all pay. I have Onward Travel so they suggested a taxi. When I asked what happens with the car they suggested I leave the keys with a shop or on a wheel. They didn't seem keen when I asked if they accept responsibility if the car is stolen. I asked for it to be escalated and for someone to contact me. Obviously did not happen. In the end I paid a ridiculous sum to get a private contractor to take me home. I arranged something in 5 minutes that RAC couldn't manage in over 12 hours.”

Helpful Report

Posted 3 years ago

“Minus is more like it my son broke down at work rang at 9 only to be sent the same message critically busy roads busy all the same bull over 3 hours still nothing”

Helpful Report

Posted 3 years ago

“DO NOT USE THE RAC AT ALL COSTS. …Unless you want to wait in a dangerous position on a country road for 14 hours without food or water and then, during this period, get told various lies and unfulfilled promises. We even had to read out their policies to them to remind them what we were entitled to.. ‘roads are bad’ (there is no traffic shown at all on the roads) ‘it’s a busy day’ ‘covid’ … every mundane lie they can train their phone staff to come up with. Save yourself experiencing one of the most frustrating days of your life and avoid RAC at all costs.”

Helpful Report

Posted 3 years ago

“I am a disabled person and have been waiting for over 6 hrs missing two hospital appointments, I was told that someone would be out at 12-130 then at 1,45 I was told it would be 3, at 3.45 I contacted R A C again and was then told it would be any time after 7.30 asked why and told I was not a priority here's me thinking heart condition and being referred by GP so asked what, how's that and said sorry that was that phoned GP told me to ring 999 THANK RAC now ended up in hospital for a test they could have done without me having to say and taking up abed thank you so much there are a few words I would like to put down but no but no visitors and wife's worried sorry but had to put this down as im a bit p/off”

Helpful Report

Posted 3 years ago

“The question 'what went wrong' The answer to that is everything. Went wrong. Lone female and I called to report breakdown at 5.30 pm. Was told that ETA would be about 3 hours because of exceptionally high levels of traffic now the country is out of lockdown. The first of many lies and rubbish comments they made. Received a few generic texts saying they were going EVERYTHING to respond but due to COVID etc blah blah blah there are delays. I was then informed that 'one of their trusted partner's would attend. I should have requested a copy of the said trusted partner's DBS certificate so that I could feel comfortable that they were trustworthy. But no - I just wanted to get home. After 3 hours and twenty minutes some disinterested person turned up and said he couldn't fix the car and arranged a pick up truck. Was told it would arrive in about one and a half hours. It's now 9.10 pm. I called RAC yet again to complain but would you know it got cut off (they hung up) Trusted partner recovery truck arrived at 11.45 but had to unload another car he had recovered for RAC to load my car and then tow the other recovered vehicle. Was told by this driver that RAC always call them out when RAC can't provide the service that RAC members pay for - basically RAC are not fit for purpose. I waited for 6 hours and fifteen minutes for a recovery vehicle and arrived home at 12.15 am. I will cancel my membership tomorrow - as will my daughter and I shall tell as many people as possible about the appalling lack of customer care that the RAC so obviously have. Do NOT blame your incompetence and obvious financial greed on COVID, we have all been there and are not stupid ! Buy more patrol vehicles, employ more patrol drivers, deliver a service that justifies your fees. The RAC are not fit for purpose and should not be allowed to continue in business - they are effectively obtaining money by deceit. I will join th AA or any other breakdown provider tomorrow, even one in France - or Hungary, they would provably get to me quicker. Don't ever choose this shambles of a company if you want to feel safe and supported, they just don't care.”

Helpful Report

Posted 3 years ago

“We just moved to Pageland and happen to see RAC right past the PO when we went there. We stopped in at RAC and Stephanie greeted us, she was absolutely awesome. She was so helpful and did not pressure us at all. Gave us great pricing and looking forward to doing more business with her.”

Helpful Report

Posted 3 years ago

RAC is rated 1.4 based on 2,964 reviews