RAC Reviews

Name: RAC
Rating: 1.43

1.4 Rating 2,970 Reviews

10 %

of reviewers recommend RAC

Company Reviews

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Metrics

1.4

Based on 2,970 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

“Called rac today as flat tyre, was told someone would with me in 15 to 20 mins. After 40 mins I rung and man said he would get an update and ring me back. After half an hour and no call back I rung again to be told he would be another half an hour. After 40 mins I rung back to be told he would be another hour and a half! Terrible service, going with someone else nxt time.”

Helpful Report

Posted 7 years ago

“We were told our car was OK to drive when it wasnt causing major damage, unfortunately the patrol denied saying that when we complained, I would not even give them 1 star if I had that option”

Helpful Report

Posted 7 years ago

“We broke down at 10.40 am.we were told there may be a one and a half hour wait. The office phoned at 10.55 to say the engineer would be with us in 25 minutes, however he came at 2.30 pm. I must say he was very good and did his best, however the fault could not be fixed and had to be recovered and taken to a garage. The recovery truck arrived at roughly 3.45. Again very nice driver and the car was at the garage around 4.30. All in all we were kept hanging around for six hours and my wife is registered disabled. There was no more contact with the office until I chased it by phoning the officemyself. Very poor organisation.”

Helpful Report

Posted 7 years ago

“Called RAC at 5.37pm. Recovery lorry arrived at 10.18pm. That's 4 hours and 41 minutes wait. Utter, utter, utter rubbish. This was in Merthyr Tydfil not the highlands of Scotland! I was on a 70mph dual carriageway too. I pay £250 per year with all the extras. Makes no difference they still leave you stranded. I will NEVER use RAC for breakdown cover again, ever.”

Helpful Report

Posted 7 years ago

“Broke down on the road twice in one day. Was initially told that the arrival time was about 90 minutes. The guy came in about 45 minutes and fixed the problem on the spot. Broke down again in one hour since the first patrol did not bother to investigate the problem properly. Was again told that the wait is about 90 min. But on this occasion the guy came in 4 hours! Whilst on the phone RAC operator kept telling me that the patrol is just finishing up with a previous customer and that I am basically next in line. I phoned them about 4-5 times. I think that they did not allocate my 90 minute slot properly so basically put me down for the next 90 minute slot right afterwards. Next morning I had to take the car to a proper garage where the problem was fixed for good in under 30 minutes. Note: It was a minor job that did not require any tools, just had to be done properly by a person who cares. RAC did not seem apologetic at all, hence the review.”

Helpful Report

Posted 7 years ago

“Changed my car in the middle of the policy to smart car instead of a hyundai coupe which is a sport car. They tried to tell me without saying that at 69 years old there is a chance nobody will want to insure me unless I pay more than 3000 per year! and they tried to then extort 300 from me! When I said no then though I still have a policy and breakdow cover for another 4 months they stop me log into my details, infringing the privacy law.”

Helpful Report

Posted 7 years ago

“RAC cover is included in my insurance which after a breakdown had to be used. The operator was unable to listen to and record basic information including location. She was clearly a simpleton. After 5 and a half hours the truck arrived which did not have adequate seating for the 4 of us, so after much discourse between the recovery driver and control, the RAC ordered a taxi. This took another hour to arrive. It was a very inefficient, painfully slow, service. If it wasn't included with my insurance there is no way these imbiciles would receive my money.”

Helpful Report

Posted 7 years ago

“Absolutely awful experience - recovered nearly 6 hours after breakdown. Raised a complaint and was told that sometimes these things happen. Complained again but was ignored. Wrote to the CEO, Dave Hobday whose PA promised to look into the matter. After 3 months of waiting, wrote to the CEO again and a month later, he has not replied. I'll never use them again and convinced partner to spread word via social media. I do presentations to mainly big transport companies on road safety and break the ice by mentioning my experiences with the RAC and how bad their customer service is right from the CEO and usually get a response with other people talking about their negative RAC experiences. I'm gathering poor customer experience with RAC and hope to get it in both print and electronic media.”

Helpful Report

Posted 7 years ago

“8 hours waiting no one arrives Taxi home Next day taxi back patrol visit needs relay. But Will be six hour wait for relay Never had such horrible horrific experience Do not join”

Helpful Report

Posted 7 years ago

“When i went to renew the cost had more than doubled went elsewere since then every other day letter wanting us to rejoin really good price, you lost a customer leave me alone”

Helpful Report

Posted 7 years ago

“Loud mouthed, argumentative attitude when not offering (ignorant of the membership cover/repair guidelines for members) Found fault with lambda sensor for 2nd time in 2days, unlike the 1st Rac service call, reset my engine light, restarted, problems solved. 2nd time fault was found, light not reset to check if intermittent issue. Offered to follow me to a garage yet did not offer to replace part, in-house service guides should inform their operatives to offer a price for the fitting at the designated address of a new ‘OEM’ part, more so when that part is highly accessible, within reach & can be provided within 15 minutes. I would highly recommend Greenflag as they would replace the part if you can get a new OEM part or patent part from a supplier, even taking you to the parts place. I commend that kind of service and it has justified my cancellation of 17 years with the Rac using them 5 times in total during that time span. Operatives make rules up or don’t offer you what you are paying for in its entirety making up rules.”

Helpful Report

Posted 7 years ago

“If you can't offer a service, don't offer a service, it's hard to describe just how much worse the RAC are than the AA (I'm a business user of the former, a personal user of the latter). I've had to call RAC 3 times in the last couple of years. Each time has been an unmitagated fail (conversely I've called AA 20+ times over 20 years and had an issue only once). I believe RAC has a 90 minute turnaround commitment - every time I've called I've had to a) wait an extended period of time to actually speak to someone and b) been told that my local area is experiencing delays (typical wait time has been 3-5 hours). Two options RAC, Resource your operation properly, or shut up shop!”

Helpful Report

Posted 7 years ago

“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.”

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Posted 7 years ago

“Absolutely appalling”

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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

RAC is rated 1.4 based on 2,970 reviews