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

“Horrible experience. Had a screw contacted them 9pm once arrived at home and realised I had needed this sorted . They said someone would be available with in 90 min . 2 hrs later they say they don’t have anyone available to play v the tyre . So I said I’d call in the morning. Woke up at 5 am called them - same thing someone should be with me 90 min . I call after 90 minutes and they said the driver was dispatched somewhere else and the only resolution is someone can be to me 830 . So in other word if I don’t call I would have been waiting 3-4 hours . In the meantime took it to the Lucas tyre shop 20 min done . Never had this issue with AA . Poor customer service at its finest .”

Helpful Report

Posted 7 years ago

“They rang me a while back asking me to join. said i was happy with AA, he wanted to know when my membership ended. me no idea him but we are cheaper and went on and on untill i hung the phone up. That type of sales should be illegal to protect the vulnerable”

Helpful Report

Posted 7 years ago

“sent a renewal email with 0800 contact number that is not in service!!!!!!!! had to search for alternative number, that is never answered”

Helpful Report

Posted 7 years ago

“Breakdown 18/4/18 22:17 call duration 42 mins. My car would not start. Took 40 mins to get through to operator who informed me recovery was approx 4hrs. After nearly 5hrs I call back. 19/4/18 03:41 Call duration 19mins I was told no one would be out till 7am .. nearly 9hrs in a cold car on a cold night, from my 1st call. I had not been informed of this, if I had I would of elected to accept the lift home offered by a family member. I would not of spent £51 for me and my partner to eat and drink while waiting. So I said I will go home and schedule the patrol to meet me at 2pm. Rac offered to get me a taxi.. we waited for taxi only to discover it had not been ordered. That cost another £10. 19/4/18 11:49 Call duration 14 mins Confirmed 2pm meeting and requested to submit complaint.. responce "we're not taking complaints today". "But I will take the details and someone will call you back and you will receive an email" never received email or call back. 19/4/18 patrolman arrives for 2pm booking at 3pm. Very nice helpful man who I give credit to. He mis diagnosed the problem so I asked vehicle to be recovered to my local garage. In hindsight it needed to be taken to the dealer to have key recoded, it had immobilized the car. After several emails rac position was..(apology and thanks for your feedback..we may pay your costs back) I just wanted them to recover my vehicle to the dealer as an act of good faith but they refused my request. This was there final responce. Thank you for your email. I am sorry to hear you remain unhappy with the service you received. Our Patrols can only give a suspected diagnosis by the roadside and will advise that the vehicle is taken to a garage for further checks. The vehicle was taken to a garage of your choice, but they could not accept the vehicle. Therefore it was recovered to your home address. If you require a second recovery this will incur a charge. I apologise for any inconvenience caused; however I am unable to refund your policy as you are beyond the cooling off period and it has been used. Thank you again for contacting RAC. Yours sincerely Hannah Boulton Customer Care Executive”

Helpful Report

Posted 7 years ago

“Everything went wrong. Terrible experience while talking to the adviser. Andy was not professional at all and he was not helpful. Terrible company that charges you for some silly admin charges. Not recommended at all!!!”

Helpful Report

Posted 7 years ago

“The RAC refused to attend to and give me assistance when my engine management light came on and my vehicle had reduced power. In my owners manual it clearly states if you keep driving whilst this is illuminating damage may accur to the vehicles emission controls and engine and may not be covered under Honda’s warranty.”

Helpful Report

Posted 7 years ago

“Absolutely appalling”

Helpful Report

Posted 7 years ago

“This will never improve. The people with experience have already given ideas to upper management on how to improve the service. We get ignored and instead useless clueless managers are placed into positions. No disrespect but its very true. Bright talent are at the bottom with no way of climbing the ladder. You will find excellent employees who were once motivated now doing the bare minimum. As an employee I have no faith in working here anymore. Management is an absolute joke. The wages are shocking, not even close to industry standard, so expect to get the service according to our salaries. Patrols with families cannot support them on this wage and some even work 2 jobs. Unhappy employees = unhappy customers. Simple.”

Helpful Report

Posted 7 years ago

“Never again will i use RAC used to be a good company so far I have been waiting 40 minutes for them to answer the phone how long it will be I don't know it is ridiculous. Using another company next time.”

Helpful Report

Posted 7 years ago

“Hi . everyone . please stay away from this doggy company. I called for accident helpline as I had breakdown and I couldn't turn my steering wheel . The woman from helpline service is so rude and even shouted me . it took 4 hours to get recovery truck . Moreover they charge me £169.25 to tow for just 0.7 miles. They ripped me off as another recovery service charge £80 quid for that distance .I will stay away from them forever. What a doggy people....”

Helpful Report

Posted 7 years ago

“My wife had a breakdown late at night, it took the RAC 1hr 20 mins to even answer the phone! Then a further 1hr 30 mins to dispatch a white van man (Subcontractor) who couldn't find the fault. Not impressed with your woman alone policy and will transfer our breakdown cover to another provider. Let down by you entire organisation! even when ringing to complain we gave up after 30 mins of holding on the phone!”

Helpful Report

Posted 7 years ago

“Dreadful company. Had poor response to a breakdown complained after being asked to contact them. Sent details of complaint still no response weeks later won’t be renewing.”

Helpful Report

Posted 7 years ago

“I called RAC yesterday (Saturday evening ) and waited approximately 25 minutes to be connected! I informed the rep the vehicle would require computer equipment as it was a Mercedes. Eta was 30 minutes. 75 minutes later no show! I called back ( 20 mins in queue)and was told technician would ring within a few minutes. No call back! Called for a 3rd time (queue again) and asked for a manager. Manager not available. I was informed manager would call back. Technician would be another 1 hour and 10 minutes. Manager never called back! Got a call from Technician who was on way. 3 hours from initial call out and the engineer didn't have the computer equipment! Complete waste of time. I dread to think of people stuck at the side of the motorway or in bad weather with young children. RAC should be ashamed of themselves 😤 Absolutely disgusting service with no excuse. I've now cancelled my membership with immediate effect and will go back to the AA.”

Helpful Report

Posted 7 years ago

“Called them out months after joining for the whole year for a misfuel. Told me it was going to be 240 pounds and an hour wait, fine. Then waited for 3.5 hours for them to get to me. Its hard to see what the membership fee was for, if I had know it was going to take so long I could have just called a local company at the same cost.”

Helpful Report

Posted 7 years ago

“I called the RAC for the first time after being a member for 14 months and they did not show up. It took me over 50 minutes for my call to be answered in the first place, after which I was told i has a 4 hour wait. After I waited patiently for 4 hours I received a call from them to say it will be another two hours. After the two hours had expired (at this point my phone battery was very low and it was 9pm. I called a friend who has a trailer and he came to me rescue. At about 10pm i got a call from the RAC to say someone will be with me in 50mins. I am so angry because it could have been my Wife of one of the Children stranded in the middle of nowhere. I am cancelling my policy and demanding a refund of my premiums and then going back to the AA where I had 10 years of excellent service before being taken in by a very good RAC salesman.”

Helpful Report

Posted 7 years ago

“My daughter has broken down on her own and been waiting 40 mins for phone to be answered just getting music and voice messsge Terrible service will be switch to AA and requesting refund”

Helpful Report

Posted 7 years ago

“I'm a 58 year old woman. I broke down at 16.15hrs in early February. I managed to get my car off a busy A road onto a nearby lane. It took nearly an hour for my phone call to be answered to report the breakdown. It was cold but there were no adverse weather conditions. After sitting alone on a dark lane in a cold car for nearly 4 hours their patrol turned up and arranged for a third party to recover my car home. I was put on one recovery vehicle and taken about 15 miles. I was offloaded and put on another recovery vehicle and taken an hours drive in the opposite direction to where I live. Offloaded again and left alone in the dark and cold at 23.00hrs at a roadside services until another recovery truck who was just loading up another vehicle could come back from that other recovery to collect me. Almost 9 hours later I got home. The next day noticed that my wheel arch and sill had been damaged. I complained and had no reply for 8 working weeks until I said I was taking legal advice. Their response was to send £50 check as a gesture of goodwill and ignore all of my further attempts to communicate with them. They are a disgrace, their customer service is the worst I have ever had the misfortune to deal with. They do not deserve even the 1 rating. Please dont let this happen to one of your loved ones. This company does not deserve your money or yoir custom.”

Helpful Report

Posted 7 years ago

“Waited for ages to get someone on the phone - and I really wish we didn't! They use completely useless third party recovery companies with no experience who cause major damage to cars. Then they don't feel obligated to compensate people for damages. Recovery notes magically disappear so that it appears there were no grounds for complaints - we are talking about nearly 1000 pounds. Communication is extremely poor. Customer Complaint Representatives are not helpful whatsoever and appear very useless - also might suffer from a little god-complex and their love for the truth seems to be limited, while their love for customers is non-existent. All over - extremely poor experience.”

Helpful Report

Posted 7 years ago

“My boyfriend called them and was told ETA 90 minutes. He had been sat there for 3 hours and they hadn't shown up. Limped the car back home and tried to call again. Over 30 minutes on hold so far. Do not recommend. Would like to give no stars.”

Helpful Report

Posted 7 years ago

“Got let down badly when broke down on motorway ,never bothered to call me back when my credit ran out phones on motorway not working ,had to resort to calling police ,and I hag paid big money for the top service ,,appalling do not touch with a bargepole avoid ,I am with AA now”

Helpful Report

Posted 7 years ago

RAC is rated 1.4 based on 3,038 reviews