RAC Reviews

Name: RAC
Rating: 1.43

1.4 Rating 3,038 Reviews

10 %

of reviewers recommend RAC

Company Reviews

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Metrics

1.4

Based on 3,038 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 17%
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

Phone:

801 82 82 82

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105

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“3 hour response time to a lone woman. When the patrol arrived said he would recover the car, but only to an RAC approved garage not the one of her choice. I had even paid extra for national recovery. When told that she didn't want recovering to that particular RAC approved garage all he did was clear error codes making no attempt to fix the underlying braking system fault and refused to take the car to her garage of choice. Maybe the RAC should review their policy of giving patrols a bonus when they recover cars to their approved garages and then customers might get the service they pay for. He was happy enough to recover her car if he was going to get a bonus, but not if it was a different garage. £15 is all they are prepared to refund me after failing to provide the services I paid for. Don't trust your loved ones safety to this company, I certainly won't and will go back to their competitors who have never ever failed to provide the services I paid for.”

Helpful Report

Posted 5 years ago

“Having been a member of the RAC for over 30 years, I am leaving them today. I had one of the very worst customer service experiences of my life . . . and I was paying more for my membership because I had a business membership. They are now an inefficient, ineffective, incompetent organisation and, what's more, they clearly just DON'T CARE! In my judgement and opinion (obviously, I'm stating this as just my opinion for legal reasons) they lied to me numerous times about when they would get to me and where the recovery vehicle was. I've reviewed them as 1 Star but, in reality, it should be minus 10. If you're with them, leave now and join an organisation recommended by one of the consumer websites/magazines. Don't wait until they leave you in the lurch, and in danger, at the side of the road. I am so disappointed, surprised and angry about this.”

Helpful Report

Posted 5 years ago

“SIX AND HALF HOURS WAIT (IN 3C) BEFORE RAC HELP ARRIVED ON THE 17TH JANUARY, I HAD A TYRE BLOW OUT ON THE A1M AND WAITED SIX AND HALF HOURS IN 3C AFTER MY INITIAL PHONE CALL BEFORE THE REQUESTED RAC TRANSPORTER ARRIVED. I CONTACTED FIVE RAC STAFF OVER FIVE HOURS. IF IT WERE NOT FOR THE KINDNESS OF A PASSING TRANSPORTER DRIVER WHO HAD SEEN ME WAITING IN THE COLD BEHIND THE CRASH BARRIER ON THE MOTORWAY, I WOULD HAVE BEEN STRANDED FOR MUCH LONGER. HE GENEROUSLY TOOK ME AND MY CAR TO STEVENAGE BP SERVICE STATION, JUST TWO MILES AWAY, WHERE, TO MY SURPRISE, WE FOUND A RAC DRIVER WHO HAD BEEN WAITING IN HIS VAN FOR OVER FOUR HOURS FOR HIS FIRST RAC ASSIGNMENT. I EXPLAINED I WAS 74 AND HAD BEEN STANDING IN 3C FOR FOUR AND A HALF HOURS WAITING FOR RAC HELP. I EXPLAINED I HAD CONTACTED FOUR RAC STAFF AND HAD BEEN ASSURED HELP WOULD ARRIVE IN 90 MINUTES. NO RAC HELP MATERIALISED. THE FIRST RAC MAN I SPOKE TO HAD DIFFICULTY UNDERSTANDING ENGLISH, AND FAILED TO LOG THE JOB. THE SECOND RAC LADY I SPOKE TO FAILED TO LOG MY LOCATION ON THE MOTORWAY, 50 OVER 1. THE THIRD RAC PERSON I SPOKE TO SENT THE TRANSPORTER TO GRANTHAM, 50 MILES NORTH OF MY LOCATION. THE FOURTH INITIALLY ASSURED ME A TRANSPORTER WAS ON ITS WAY, THEN PHONED TO SAY THERE HAD BEEN A MISTAKE. THE VAN DRIVER WE DISCOVERED AT THE STEVENAGE BP SERVICE STATION, CLAIMED HE WAS UNABLE TO HELP ME UNTIL HE HAD BEEN INSTRUCTED TO DO SO BY HEAD OFFICE. THE RAC AND ITS ABILITY AS A SERVICE ORGANISATION, IN THIS INSTANCE, SEEMED NOT TO BE ABLE TO EXERCISE 'BEST PRACTICE' AND ALL OF THE STAFF I ENCOUNTERED FAILED TO COMMUNICATE MY PREDICAMENT CORRECTLY AND ALL SEEMED TO LACK RIGOROUS MOTIVATION TO SOLVE MY PROBLEM. UNDOUBTEDLY, MANY HAVE HAD GOOD EXPERIENCES OF THE RAC, BUT I NOTICE THERE IS AN INCREASING NUMBER WHO HAVE FOUND THE ORGANISATION COMPLACENT. IN RESPONSE TO A POST DESCRIBING MY STATEMENT OF FACT, GARY, OF THE RAC, IRONICALLY, RESPONDED IN A COUPLE OF MINUTES AND SUGGESTED I MIGHT LODGE AN OFFICIAL COMPLAINT. NOT SURPRISINGLY, I ALREADY DID SHARE MY EXPERIENCE WITH MR DAVID HOBDAY, THE CHIEF EXECUTIVE ON 20TH JANUARY, AND WAS ASSURED I WOULD HEAR BACK WITHIN TWENTY DAYS. AS YET, IT IS NOW 10TH FEBRUARY, IN SPITE OF A LAPSE OF TWENTY DAYS, I HAVE HEARD NOTHING FROM THE RAC.”

Helpful Report

Posted 5 years ago

“100% avoid for young driver black box insurance. Ruthless and sending threatening letters to young customers, shocking practice! Go with Direct Line Insurance. Had no problems or issues with them and would 100% recommend”

Helpful Report

Posted 5 years ago

“Absolutely shocking service . my membership is due next month which I will not be renewing ,”

Helpful Report

Posted 5 years ago

“After an accident in a small Village at about 4pm Which left our car undrivable due to a flat tyre we phoned RAC they asked us to give size of tyre by this time it was going dark and raining .by this time I was wet through, we were told about 90 mins until a recovery vehicle would arrived. 90 mins passed and a phone call to say they were busy and could not say what time they would get there . at 7.15 managed to get a signal to phone RAC to cancel the call out .we did try to get a taxi to our accommodation without success , my son who was 45 miles away eventually came to our rescue and took us to our accommodation .the following morning 9.00am we got a lift back to the car and I called the RAC back they eventually arrived at 1.15pm the mechanic fitted a spare wheel so we could get to the garage . my membership is due next month bye bye RAC absolutely disgraceful how we were left and many more .”

Helpful Report

Posted 5 years ago

“Wish I could give less than 1 star Heavily pregnant and they are happy to leave me over 3 and a half hours for a call out, supposed to be here at 9pm but I’m sure that will change Got hung up on when asked to speak to a manager Disgusting company do NOT use them Worst customer service I’ve ever had Awful awful awful awful”

Helpful Report

Posted 5 years ago

“Poor communication and long waiting times I expected a big company to get me home within an hour or two but this was not the case at all. At around 23:30, I called for recovery in Watford to bring me home to Tring. I got told to wait 90 minutes which i did, 90 mins have passed and no one arrived, finally the call centre people called me and advised that RAC wont be able to attend bu they have a contractor which are a local recovery unit, the local recovery contractor arrived around 2:30am and advised he can't tow me out of the car park due to height restrictions (which i've told everyone i spoke to, that a smaller van or a patrol car will have to tow me out before putting my car on a flat bed) he bought a hammer with him and tapped my petrol tank a couple of times then told me that there's nothing else he can do and will have to call control and pass me back to RAC. An hour have passed and I didn't get any contact from anyone and decided to call RAC where they advised they will send a patrol car to tow me out of the car park and a flat bed will wait outside and load my car. Another hour have passed and no one arrived. Once again I decided to call RAC only to be advised that their recovery contractor cannot get a patrol to tow me and I will have to wait till the morning. Finally, they decided to get me taxi which i had to chase for 3 times before a local taxi firm arrived. I got home at 5:00 in the morning and decided to sleep it off. The next morning I missed a few calls from RAC around 8:40, 8:45 and 9:30, I called them back at 10:30 where they advised that a patrol and tow truck will be waiting outside the car park within the next 45 minutes. I got told to get to my car asap to hand the keys (I live 20 miles away from Watford) I rushed to get to Watford only to chase RAC 3-4 times as no one has arrived or called me. Finally at 13:15 when I called RAC for the 5th time I was advised that the flat bed is outside and I will only have to wait for the patrol car which will arrive in the next 8-10 minutes. The patrol arrived 20 minutes later and finally towed my car out and onto the flatbed waiting outside. The car arrived at my address at 14:30. In summary I've waited to be recovered for at least 9 hours! Overall a poor service and communication.”

Helpful Report

Posted 5 years ago

“Called at 7.15pm and advised it would be a 90 minute wait time. At 9pm I had no update and no arrival so I called the RAC and was advised it would be arriving at 10.45pm. 15 minutes later I had a further call saying the time is 11.45! 4.5 hour wait time. Within 5 minutes of coming off the phone I had a call from the RAC chap on the road saying he would be there in 15 minutes. This is still a 3 hour wait time but there tracking advice would have been nearly 2 hours out totally shambolic and no logistics or common sense or customer service. One of the worst companies I have dealt with. AVOID!”

Helpful Report

Posted 5 years ago

“i only had a flat tyre but they took 5 hours to come to me. the guys were very nice but the waiting time totally and utterly unacceptable. to add insult to injury i got a parking ticket because of the long waiting time and i requested my breakdown report to contest the ticket but never got a reponse. when i call they say send an email and when i send an email i never get a reponse. extremely frustrating.”

Helpful Report

Posted 5 years ago

“poor poor service. took money out of my bank for me and somebody else when I told them not to keep my credit card details. would not refund. taking legal action. DO NOT GO WITH RAC.”

Helpful Report

Posted 5 years ago

“Called RAC at 5.30pm was told they will be arriving within 90 Minutes. 6.45pm I get a call to say he can't find me, explained I am on the other side of the city, despite explaining where I was to the operator. Recovery guy said be finishes at 7 and will call me back in 5 minutes. No one called and after ringing RAC back after 7pm they said the driver closed the job as he couldn't find you. Still waiting to hear from RAC as to what time they can allocate again.”

Helpful Report

Posted 5 years ago

“Think twice before subscribing with RAC For breakdown. The quality of the service is very poor. I got a breakdown, and it took almost six hours to get their assistance. In addition the staff didn't care when I clarified to them that it wasn't a good approach to work with their customers. Furthermore remember to check that your vehicle insurance does not work in partnership with RAC.”

Helpful Report

Posted 5 years ago

“I had hit a bollard on my rear right wheel arch, this caused my side air bags to deploy on that side. The car failed to start as a result and blocked part of a road. I called RAC for assistance as I had breakdown cover with them, they decided this is not a breakdown and instead an accident and refused to help unless I pay them £169.00. Long story short my insurer, Co op, were equally incompentent, instead I had to get my employer to rescue me, 12 hours later, whilst my car posed a hazard on the road. RAC are good for taking your money and no good for offering any service. If you have RAC membership and need help, then you have my sympathies, which is better than the RAC will ever do for anyone that needs their help.”

Helpful Report

Posted 5 years ago

“On first call I been told 60-90 min. Now 3h later I had a call from actual recovery driver who advise me that he is over 60miles away and shoube with me in over an hour. If I would know that eta at first place I would get my mate with trailer to pick me up. Would be home by now.”

Helpful Report

Posted 5 years ago

“I’ve got RAC breakdown recovery, I was left with my 96 year old mother stranded at Fforestfach slip road. by the traffic lights, I rang the RAC they told me to contact the police which I did because I was causing an obstruction, then i rang the RAC to tell them the police were on the way. this was at 3-20 I was told by the police to get out of the car and wait on the payment, as it was unsafe, Well I rang the RAC and was told there would be a 4-6 hour wait I gave my phone to the the police officer to speak to the RAC direct and they told him the same, he said to the RAC that this was unacceptable as the car needed to be removed as soon as, possible because it was causing a serious obstruction, he then called the recovery firm who collected the car now they will not release my car as RAC will not pay the bill, any suggestions will be very much appreciated 😡”

Helpful Report

Posted 5 years ago

“DONT USE RAC!!! What an absolute JOKE of a service. I reported my car broken down in a dangerous position at 7.39pm they said they would arrive by 3am!!!!!!!”

Helpful Report

Posted 5 years ago

“Called at 20.43 with regard to my mums car. She is 78. First they couldn’t find us on the system. We had used Tesco vouchers to renew and then told we will have some one with get in 3 hours. Then got a call to say that some one will be with us at 22.31. It is now 23.35 and still no engineer. Appalling service”

Helpful Report

Posted 5 years ago

“I was told the rac breakdown would be with me in 2hrs or up to 3 explaind the problem I had with the car also had a disabled person with me made no difference after 3hours decided to get a private garage to tow me to garage my disabled friend needed his medication absolutely shocking.will not be renewing”

Helpful Report

Posted 5 years ago

“Having been a member of the RAC for a number of years, I find my wife and I today 20th January 2020 waiting for the RAC and have been told to expect them between 14:30 & 15:30, we phone them at 10:58! Its 4°c outside and we are OAPs with no heating in the car and its freezing, we are not happy with the RAC service and we do not even know if they can fix the fault roadside, if not even more of a wait! I will not be renewing my membership and I could not recommend them to anyone!!!!”

Helpful Report

Posted 5 years ago

RAC is rated 1.4 based on 3,038 reviews