RAC Reviews

Name: RAC
Rating: 1.43

1.4 Rating 3,038 Reviews

10 %

of reviewers recommend RAC

Company Reviews

Questions

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

“On Sunday 16th July my car unfortunately broke down just before 21:45. I called the RAC emergency breakdown number being an RAC member to ask for assistance. I was advised a patrol would be roughly 45 minutes which was all fine as I wasn’t in any kind of danger. The friendly patrol guy turned up, I explained the issue and he explained what he intended to do to try and get me back on the road. The issue looked to be related to the calliper on the back wheel of my car which had somehow removed the brake pad completely from its seating. The engineer explained that he wouldn’t be able to fix this at the roadside and would need to recover the car. During this discussion he explained to me that I have part and labour cover to the value of £750 with my RAC cover and the issue would be covered by that warranty. He said my car would be recovered to my home address due to the time of day (roughly 22:30) and then tomorrow the RAC would contact me in the morning and the RAC would recover the car again to the garage for the warranty work to be completed. He then called up the RAC warranty line and left them a voicemail where he asked them to call me back the next morning to arrange the recovery from my house to the garage and have the warranty repairs completed. He then found on his laptop a garage that was close to where I lived which was one of your approved garages. The patrol guy then packed up his things and said the recovery vehicle was on its way and he could do nothing else to help me and left. About an hour later a flatbed recover truck appeared and the car was loaded using a rear skate on the wheel since it was stuck due to the calliper issue. The recovery truck brought my car the address I had given him and he unloaded the car in a large carpark next to my house which is free of charge to use and off he went. On Monday 17th July 2017 it had reached 11am and Id still heard nothing. I decided to call the RAC warranty line to ask them for a progress update. The person who I spoke to said that they could not deal with the recovery of my vehicle to the garage and I would have to call RAC breakdown. This seemed odd since the patrol last night had left them a voicemail for them to contact me about the breakdown. I called up RAC breakdown and explained the situation. The lady I spoke to was extremely rude who said that ‘I can’t expect a 2nd recovery, each breakdown comes with 1 recovery. If I wanted the car recovering to the garage it would cost me £85’. I was truly gobsmacked by this! At no point was I told this previously and even trying to explain this to the very rude woman I got nowhere and ended up hanging up on her. I phoned back again and spoke to someone else which was much more reasonable. They explained that it all needed dealing with by the warranty line so I was passed back and forth between 5 or 6 different people until I got through to someone called Chris. I explained the full situation to Chris who placed me on hold and then said that a recovery truck had now been dispatched to recover the vehicle to the garage for the repairs. He said he wasn’t sure how long it would take but they would give me a call before they would arrive. Some 4 hours later around 2pm I received a phone call to say the recovery vehicle was 15 minutes away. When the truck turned up I knew something was wrong. They had sent a standard style towing truck not a flatbed. The guy took one look at the vehicle and decided he could not recover the car with the vehicle so he left. I had to then call the RAC yet again to explain this where I was put on hold and was told another truck would be dispatched that was capable of dealing with the vehicle. 2 hours later I got a phone call to say the recovery vehicle would be there shortly and sure enough the recovery vehicle turned up and loaded my car. He had instruction to take it to Autoclinic, Bridgnorth Rd, Madeley, Telford TF7 4JB which is one of the RAC approved garages for warranty work. We proceeded to the garage and upon arrival I expected the garage would be aware of us attending but they hadn’t heard anything about it. I explained the whole issue to them and they said they would call me when they had diagnosed the problem to get me full details for the warranty. The next day they called me and I gave them all the appropriate details. Within 10 minutes of that call ending he called back to inform me that RAC warranty would not cover any of the issues found on the vehicle! Again I was gobsmacked since your patrol has already assured me that my RAC cover would get my car repaired without it incurring any costs to me! He gave me a figure of £650 to fix the issues on the car. I asked him to leave it with me as I wanted to speak to RAC myself. After speaking to the warranty line they informed me that cars over the age of 15 years and not covered by your parts and labour cover!!! When I took out the breakdown policy the car was under 15 years old but when the car turned 15 why did you continue to take the same amount out of my account each month knowing all full well I couldn’t benefit from a service you was charging me for. It’s absolutely disgusting!!!!!! So all along I’ve been given false information and several different stories by all the different staff members I’ve spoken to at the RAC. It all seems like the RAC conjure up any kind of excuse to get out of helping a customer in need it’s a complete joke. Considering the car is 15 years+ now and a cost of £650 I had to consider if it was worth paying for the work myself since your failure of a service has epically let me down! I decided to get another quote for the work doing and I’ve received a cheaper quote elsewhere. Today 19th July 2017 I attended Autoclinic to let them know I was taking the car elsewhere where up-on they refused to let me have MY car back until Id paid £45 for the time they spend investigating the issue! THIS IS NOW TURNING TO A COMPLETE UTTER JOKE. YOUR APPROVED WARRENTY GARAGE DIAGNOSED THE EXACT SAME ISSUE AS YOUR PATROL DID AND IS EXPECTING ME TO PAY FOR THE INFORMATION I ALREADY HAD WHEN I WAS UNDER THE PRETENCE THAT YOUR COMPANY WAS TAKING MY CAR THERE FOR FIXING UNDER WARRANTY!!! I WANT YOU TO GET MY CAR RETURNED TO ME IMMEDIATELY!!!! AND I WANT ALL THE PREMIUMS I’VE PAID SINCE MY CAR TURNED 15 (JULY 2016) RETURNING TO ME THAT YOU’VE BEEN CHARGING ME FOR KNOWING FULL WELL I COULDN’T USE. At the minute I have no car and an extremely poor view of the level of service I’ve received. When you pay for a service you expect to get exactly what you’re paying for but it has fallen way short.”

Helpful Report

Posted 8 years ago

“10pm: 50 mins waiting time on the phone to request help and the RAC van came about 7 hours later and that was in city centre.”

Helpful Report

Posted 8 years ago

“just a bunch of lying thieves your warrenty isent worth the paper its written on”

Helpful Report

Posted 8 years ago

“10 months later, still waiting for key replacement!!!”

Helpful Report

Posted 8 years ago

“So, having taking out the full recovery policy from the RAC for £290 including key replace service, I had the unfortunate misfortune to lose my car key. No problem, I thought, having taken a policy worth at least double the price of replacing my key. "Not so" said RAC, "you were careless! Where did you lose it?". Now I don't know about you, but if I knew where I lost it, it would not be lost. The Oxford dictionary states lost as "unable to be found" and "that has been taken away or cannot be recovered" which indeed describes my car key. RAC cover states "Avoid the unexpected cost of replacement keys if yours are lost, stolen or broken (sudden, unforeseen and unexpected breakage only)" and "We'll provide The cost of replacing lost, stolen or broken house/car keys" It is a lie. Take my advice. Don't find yourself in the same situation as I did. They will do everything they can to weasel out of every claim. I also broke down last year and onward travel was declined at the site of the breakdown, and it was not until I got home and checked my policy and complained that they arranged a hire car. Had I not have pursued it they would not have helped. RAC should be ashamed. Please do yourself a favour, and go elsewhere at a fraction of the cost.”

Helpful Report

Posted 8 years ago

“Absolutely rubbish take forever answering phone then forever getting to you.”

Helpful Report

Posted 8 years ago

“I pay £270 a year for cover and it has been called upon once this year so far. My daughter broke down and was a lone female but was told had to wait 5 hours for help , this IS not good enough at all so I paid for a company to go out to her and now I told by customer care speaclist NOT ! Sabrin Kaur that £20 is enough for the inconvenience Without us customers you wouldn't even be sending me a email telling me that's ALL your getting I been with the RAC many years and its about time this company got its act together you take our money but you actually breaking a contract when you cannot provide the service , obviously not going to get anywhere so Rip OFF Britain I THINK”

Helpful Report

Posted 8 years ago

“Appalling service. Simply left my car at site of breakdown. Consistently ignored complaints through official channels. Avoid at all codts”

Helpful Report

Posted 8 years ago

“they are lying thieves take your money for a premium warrenty which is not worth the paper its written on wont touch them with a barge pole again liars liars liars”

Helpful Report

Posted 8 years ago

“they are lying thieves take your money for a premium warrenty which is not worth the paper its written on wont touch them with a barge pole again liars liars liars”

Helpful Report

Posted 8 years ago

“Left me stranded because they looked at wrong system apparently, didn't know till next day when I rang to find out what went wrong! Complained 3 times and heard absolutely nothing- except from those that manage the Facebook site who removed my comments regards responding to my complaint- don't use theses as when you need them, they let you down.”

Helpful Report

Posted 8 years ago

“The patrol man rude did not want to help drive of in speed I will never never never us RAC again no customer care at all reported him no feedback I would pay £1000 per year for a genuine breakdown cover but not one penny for RAC”

Helpful Report

Posted 8 years ago

“We broke down on the M4 in a dangerous place where we were unable to get out of our car. On phoning the helpline I was informed there was a ' issue ' with my membership which may take some time to sort out, and the assistant suggested we phone the Police. The police got us off the motorway after about half an hour to a service station lorry area. The RAC rang me back after another couple of calls to them, and said that they were very busy but someone should be with us in 45 mins. One hour passed and we rang again to discover that they had assigned a recovery vehicle from another company they use ( on the M3 ) to transport us the 40 miles to a destination of our choice and he should be with us within the hour. That hour came and went, and eventually a very nice chap arrived, loaded us onto a transporter and took us home ( this was the only option by now at this time of evening with luggage and dogs onboard ) the following morning I phoned the RAC again to ask them to send an engineer to confirm the vehicle could not be fixed on site, as per my contract with them, as they had not sent us an mechanic the previous day and I wanted to make sure I did everything by the book. The mechanic confirmed that it was a fault he could not fix and ithe car would have to go to a garage. I asked said RAC mechanic if the garage I usually used was ok to take it to as it says in the terms and conditions that we had to get it fixed by an ' approved garage ', he said it was, and even knew some of the guys there who he had worked/trained with. I then confirmed with the garage that we would be taking the car to them and arranged for them to send a lowloader to collect it, which we now had to pay for because we had had our allocated ' 1 tow '. The car has been fixed and RAC has agreed to give us £40 towards the cost of the second transport as a goodwill gesture ! ......They are however, unwilling to pay anything for the garage costs, which we have paid cover for, because we did not take it to the local 'RAC' approved garage. I thought I had covered this with my conversation with the mechanic ! Apparently not ! After some more lengthy conversations with people at the RAC, I discover that the closest 'RAC' approved garage to me, does not have VAG approval and would therefore have damaged our Audi's record and value if it were worked on by them. They are also renowned in this area for being cowboys. As it has become apparent that the £83.99 paid for garage parts and labour are totally is totally useless to us. They are not willing to give any refund for this part of our policy despite the fact that we are not even 1/4 of the way through it. I wish I had never left the AA, which I had been with for over 25 years. Never again will I listen to the male members of my family who told me AA were charging too much. When we were waiting in that service station last week, we met a lady who was also waiting to be rescued. Her loader arrived ( from the same company contracted to do it as the one for us ) before ours, and she had only waited an hour in all...she was with the AA....need I say more !”

Helpful Report

Posted 8 years ago

“Not one to write reviews but feel compelled to let others know the problems experienced. If you actually want the vehicle recovered go to the AA! We signed up for a fleet account of 9 vehicles. When a van broke down on the M25, the engineer refused to attend saying it needed to be recovered as the symtoms described were of a clutch failure, yet their office would NOT send a recovery truck unless the engineer would attend, so i was stuck between a rock and a hard place! Eventually once we then got an engineer to attend (may i add roughly 3.5 hours later) they then told me that i was not applicable for a like for like vehicle i.e van for a van, and offered me a ford fiesta. So we then had to wait a further hour or so for them to debate it out with the feet services department who then agreed it stated this on the contract for a van. Well by this point with a crew on the side of the road and one very angry customer we had to arrange another van to go out to the vehicle and sort it ourselves... The best bit is when I cancelled for the awful service, they said that's fine you can cancel, but you are still liable for the whole policy!!”

Helpful Report

Posted 8 years ago

“LYING THIEVES Took money out of my account AFTER I had cancelled my policy. NEVER USE THEM!”

Helpful Report

Posted 8 years ago

“Worst experience ever Never again in my lifetime”

Helpful Report

Posted 8 years ago

“Been a customer of theirs for over 4 years, got renewal pack and has gone up a further £5 per month, when i questioned why, was told because I had used their service 8 times in 4 years, what??? isnt that what we pay for! When i asked how much it had cost the RAC to come out, it completely outweighed what I had paid in the 4 years of payments. She went away and within 3 seconds came back and told me she had spoke to her manager and no discount would be given to me. Is this the way you treat loyal customers after 4 years. Off to the AA!”

Helpful Report

Posted 8 years ago

“Left waiting for over 3 hours, after initially being told someone would attend in an hour. Lone female by a desolate dual carriageway late at night. Won't be renewing.”

Helpful Report

Posted 8 years ago

“Waited 4 hours for the Rac home start service. A sub-contractor turned up at 9.45pm in a flat-bed vehicle. I explained the problem. He started the car (didn't actually get in the car so no revving of the engine) asked when I'd last had it serviced. I said 8 months ago. He then lectured me about the fact that a car should be serviced every 6 months and I should take it to my garage for a service. Didn't look under the bonnet. No test-drive. What a complete waste of time. All this for £36 per month! Off to AA.”

Helpful Report

Posted 8 years ago

“An RAC sub contractor misdiagnosed the reason for my car not starting and at the time a battery boost would have had the car running--RAC customer services at first accepted that there had been a mistake and offered to pay for the distributor I had been wrongly told I needed. After their 'investigation', they denied any responsibility for the situation, stressing that I had received advice only, rather than a full diagnosis. My car was off the road for several weeks as a result.”

Helpful Report

Posted 8 years ago

RAC is rated 1.4 based on 3,038 reviews