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

“13th March 2018 14:40 vehicle broken down (Vauxhall) on star assistance pressed). Informed fault major stop driving. 14:50 on star called RAC wife informed she had (no cover). Wife stranded. 15:30 on star tried a second time to get recovery (no cover). 15:45 I cancelled rest of my days business returned home to sort out RAC 16:00 was informed by RAC would be just over 1 hour 17:30 spent 62 minutes trying to get through to RAC 18:35 Call from RAC on land line to ask if they could attend tomorrow morning HIT THE ROOF 18:50 RAC Called to say they have sent out a sub-contractor (BURKE BROS) 19:20 BURKE BROS came with a job sheet to jump start me. BURKE BROS left 22:00 Called RAC 1Hour and 24miuntes on the phone got through had an argument they said they would send a technician out between 06-08am 08:45 RAC came and recovered vehicle to Greenhouse Vauxhall. REPLY FROM COMPLAINT I SENT Dear Mr Hawkins I refer to your email and attachment which was sent to Mr Hobday. Firstly, I am sorry you were unhappy with the service provided on this occasion and that it did not meet expectations. I work for Mr Hobday in matters relating to service at the roadside and so will look into the concerns you have raised on his behalf. It is always disappointing to learn when our service has not met expectations and your attachment suggests your experience has not been a positive one. Once I have been able to fully review all of the information I will contact you further. I expect to respond by no later than close of business 30 March 2018. If there is anything else then please do not hesitate to contact me. A copy of our complaints procedure is attached. Kind regards Mark Mark Robottom BSc (Hons) Customer Care Officer 30th March came and went no response. SENT Hi Mark Ref: Lip service I see not only did you fail to meet my needs with reference to the recovery and service I pay your company for but to add insult to injury you failed to respond to my complaint in the time you allocated to do so. (I will contact you further. I expect to respond by no later than close of business 30 March 2018.) I feel your failures' hold no bounds. Please send me information on receiving a FULL refund on my payment and I will end ever to find a competitor who can meet my needs. Further more it amuses me to see a company like yours spending thousands of pounds per year to attempt to gain custom you already had.”

Helpful Report

Posted 7 years ago

“Emergency breakdown number, kept on hold for HOURS. Waiting on motorway in icy weather just to get through for several hours is barbaric. My phone eventually ran out of battery so I had to abandon my vehicle, find a phone and get a private company to help me. At my own expense, even though I pay for breakdown cover! Have now moved to the AA. This was a scary and costly experience, the RAC do not provide assistance and should be prosecuted.”

Helpful Report

Posted 7 years ago

“my battery failed 2 weeks ago so I phoned the RAC, after waiting 20 minutes for a human to answer the phone I gave up and paid for a local garage to get me going. Today my car broke down again and this time I got through, they told me I would have to wait 90 minutes but that was over 2 hours ago and no sign of them. green flag for me next month when my policy runs out”

Helpful Report

Posted 7 years ago

“I cannot see why you call yourselves an automobile club. You are just a business with a philosophy of making the max amount of money for the minimum effort. Your admin is worse that useless. Pack it all in Rac and let the professionals do the job.”

Helpful Report

Posted 7 years ago

“Tried calling the call centre at 9 pm until 10.30 pm with no one answering had to abandon car and get a taxi to my destination,carried on with the call until 11.30 still no answer. Started phoning the next morning at 7.00am and did not get through until 8.30am.got cut off when eventually through,they did not phone me back second time got cut off but luckily was called back. The patrolman arrived in 20 minutes,So why did they not answer my call the evening before,we would have more than likely been back on the road that evening.I have used green flag in the past and had no problems whatsoever this firm are a shambles .”

Helpful Report

Posted 7 years ago

“I have a mobility car and have trying to get through on the emergency phone number I was on nearly 2 hours in all and still not got through. I still have not got my problem resolved so I can’t use my car”

Helpful Report

Posted 7 years ago

“Been on phone, having called breakdown number - have been waiting for almost an hour. Booked and have paid for a battery delivery and fitting to home online - very little response from them and no delivery of the battery yet.”

Helpful Report

Posted 7 years ago

“Awful company. You feel they have no staff in Walsall H.O., two vans covering the whole country for breakdowns, a 1955 Commodore computer (I've been waiting 20 minutes with the message "loading MyRAC"), 10 minute wait for a phone response then an inept person to take my 400 quid insurance fee. AA may cost a bit more but well worth the extra, as is Green Flag if you can cope with their automatic 50% hike in the price every renewal which they will drop if you threaten to leave. RAC jointly owned by two money companies and it shows. Nobody taking responsibility as the RAC heads for the rocks. Deserves to flounder on those rocks. Terrible.”

Helpful Report

Posted 7 years ago

“1hour 30 minutes on phone waiting for them to answer then they would not come to me because they said I caused accident and only had breakdown cover not accident cover. I said I was broken down they said £138 to recover I told them stick it”

Helpful Report

Posted 7 years ago

“I have been with the rac a number if years and luckily never had to use them before, I called them today, it was bad enough I had to wait on the call over 25 mins which I had timed, before someone picked up the call, to go through. All the details then to be told it would but over four hours till they can come out to me, I wasn't happy to wait that long and wanted to raise. A complaint to a manager, then waiting a even longer, they cut me off so I couldn't even complain. To a manager, anyway I call a local garage, which where happy to come out to me took my car to there garage, where I am now, my advice, dont get rac cover, a local garage will recover you for 20.pound and if they fix the car they count charge you.”

Helpful Report

Posted 7 years ago

“emergency breakdown number goes on hold for hours, and its not even bad weather”

Helpful Report

Posted 7 years ago

“paying over £300 ayear for cover phoned for assistance at home on Friday was told to phone back next week as not doing homestart due to weather”

Helpful Report

Posted 7 years ago

“Thieves and scammers. AVOID. Scammers on the phone sales and crooked. I needed a tow of my normal car sitting in the front driveway, and they clearly quoted 80 on the phone, and 12 months membership for another 90. OK, I pay. The tow person then calls, and says he needs this special equipment and that special procedure, and would cost 300. Ridiculous. I complained to RAC, they said, oh didn't they mention there might be special equipment required. Yes, but it's the most basic set up, so why need special equipment? I demanded refund. They refund, but I later find out the refund is 40 short! So they are thieves as well. AVOID. Customer 200110003387643”

Helpful Report

Posted 7 years ago

“My car only needed the battery recharging. RAC took over 2 hours to attend (not 30 mins) and didn't attempt to repair at the roadside, just towed to a garage. Now I've had to pay £143 for a battery recharge which should have been included in the RAC cover for free.”

Helpful Report

Posted 7 years ago

“Rang RAC @ 6 mins to mid day to be told they are busy it could be 1 1/2 hours to 2 hours but we would be kept informed. @ 13:44 no news so rang them back said they would get someone to ring us back still nothing so 30 mins later rang them back and got cut off @ 14:30 a guy called Kane from Bescot rang back and said it would be another 1 1/2 at that point I wanted to make a formal complaint so he kept me on hold for about 10 mins to get a form. When he got back to the phone he said somebody would ring me back.... still waiting for call out and callback. 4hr wait is ridiculous maybe if we had been kept informed as they said but no.”

Helpful Report

Posted 7 years ago

“DISGRACEFUL RENEWAL FEE AND CUSTOMER DISLOYALTY I have been an RAC member for 20 years and during that time only called them out twice over 10 years ago. I have just received my renewal notice for this year's basic cover for two vehicles (not home start etc etc) at £174.99!! On inspecting the schedule I found an administration fee of £49 was included in this renewal with no explanation other than "improving services". I can only assume that they have a totally disgusting disregard for any loyal customers and assume that they can charge what they like and you won't notice. I telephoned RAC to cancel my membership and was immediately given "offers" of well below this price but too late RAC, you've lost an easy customer with no calls outs for good. BEWARE renewal prices with RAC and price shop every year!!”

Helpful Report

Posted 7 years ago

“Now been waiting on recovery vehicle/home start for 28hours 40mins. Was told at 12.30pm yesterday it would be here in 4-5 hours. No show. Phoned several times, got a call at 8.20pm last night to say it would pick up vehicle at 11.00am today. Needless to say I am still waiting. Been told various things such as recovery vehicle despatched at 9.15 today! Then at 1.00pm was told it was dropping off in area and would be with me within the hour! 2 days lost work and vehicle still needs to be transported to garage, which I will need to arrange and pay for. I have been with RAC for a number of years and this is the first time I have had to use them. Service non existent and will NOT renew again! I have one star only becauseit wont allow me not to rate at all.”

Helpful Report

Posted 7 years ago

“Absolute disgrace of a company / service. Broke down just after 9am this morning, called RAC as was estimated 2hours, 2 hours passed no phone call or show. Called back to be told RAC patrol would call me in 20 mins with ETA. No call, called back to be told 1hour plus + at this point my call was escalated to a manager..whom would call me right back with an update, did he? Nope! Still here 5hrs 45mins later sitting in my vehicle, freezing cold (no power) in car, obstructing other vehicles. I have heard nothing. Shocking way to treat paying customers for a service meant to help!!”

Helpful Report

Posted 7 years ago

“The best social media to complain about your RAC experience is Twitter and Facebook. See if James Knight (Operations Director} will explain why RAC service has taken a drastic downturn since he took over. He will tell you that you want to wait for as long as it takes so that you see an Orange patrol.”

Helpful Report

Posted 7 years ago

“I'd put no stars if there were any. Worst ever experience. Broke down at just after 6pm yesterday and someone finally turned up at nearly midnight. They'd originally said that recovery was coming out at 8-8:35pm. Had to pay taxi fares (£20 each way) to return home with my son who was still in his uniform to dress up warmly. It was freezing! Returned to the vehicle only to get a phone call to say that the Recovery wasnt going to come out till 10-10:35pm. They didn't turn up till 11:40pm. On a cold school night in an empty carpark, a single Mother and her son were left to feel restless, cold, tired and frightened. They have no thoughts or sympathy whatsoever for the likes of us. So easy to take our money but yet can't dish out the service when needed. Cheers for nothing. STAY WELL CLEAR PEOPLE!!”

Helpful Report

Posted 7 years ago

RAC is rated 1.4 based on 3,038 reviews