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

“RAC will be the first to tell you they're super busy with calls, because of all the staycations... They're also super busy devising ways to make it super difficult to cancel. Auto renewed, rang 2 days late, £25 fee... I had looked twice to cancel online! The renewal quote was £28 MORE - almost a 100% increase on last year's breakdown cover. Absolte con of it all. Customer service awful too. AVOID”

Helpful Report

Posted 4 years ago

“Took them 5.5 hours to contact a local recovery service. Left me on the 'emergency' line on hold for an hour. Horrendous, rude service when I finally got through. I'll be cancelling ASAP.”

Helpful Report

Posted 4 years ago

“Took 6 hours to be recovered only to be told I was only been taken so far I asked who would be waiting to continue my journey the recovery man didn’t know bear in mind I was only 40 minutes from home This is the 2 nd bad experience we have had the other was before Covid so that was no excuse”

Helpful Report

Posted 4 years ago

“34 hours into my breakdown. Arranged my own rescue. Wasted over 4 hours trying to speak to them, still waiting for the car to be taken to a garage. Just avoid this inept "organisation"; the only thing they do quicly is cash your renewal premium.”

Helpful Report

Posted 4 years ago

“I drove passed a lady this evening at 5.55pm. Her car had broken down at a set of lights (clutch had gone) She was on her phone ringing for the RAC to recover. I travelled back from my parents 2.5hrs later. I phoned 101 to try ask for help re the dangerous position of the car, they seemed more bothered about whether any hate crimes had been committed towards one armed, black lesbian dwarves. This lady was still standing by her car, on her own and it was now dark. I stayed with her until some passers-by helped her to get her car into a safe place. Shame on you!”

Helpful Report

Posted 4 years ago

“Wish i could give it 0 star review. The patrol man was lazy and misdiagnosed the fault and put my life at risk. He couldn't care less. He put my life at risk by asking me to drive to his recommended (friends) garage quite a few miles away. The car was almost undrivable and was making a grinding and clattering noise. I just about scraped it to my local garage 5 min down the road. My local garage said it was the wrong diagnoses. When i complained to RAC they were totally in denial and did not help at all. I have stopped my membership with this irresponsible and dangerous company.”

Helpful Report

Posted 4 years ago

“Truly truly appalling service, Van broke down at 10am in London it was finally recovered 12 hours later with the driver getting home at 11:30pm. Minimum of updates, told several times it will only be 2-3 hours (only). C&S who were finally appointed contacted driver by text to say it would be another 5 hrs and then we’re not contactable again until an hour to getting to the van call after call text after text ignored. RAC useless when contacted online does not work. Appalling never will sign up with them again all vans will be moved to another provider.”

Helpful Report

Posted 4 years ago

“Failed at every turn. I broke down at around 3pm on Friday the 30th of July. I waited 3 hours for the RAC van which could not tow my car as it was too low. The patrolman said that when my car is collected, it would be taken to a workshop which he recommended immediately who were staying late to receive my car. I then waited a further 3 hours for my car to be put onto a flatbed only to be told the car was now being taken back to their depot, and unloaded, reloaded onto another truck and taken to the workshop in the morning! This additional delay in getting the car to the workshop added a further day lost for our holiday! I was told by phone (when the patrolman was on site) that a courtesy car had been booked for the following day and would be with me by 12. I was even told the exact make and model of the car that was meant to be arriving. We were finally able to relax thinking that the RAC finally got their act together and sorted things. I was wrong. The following day by 11 nothing had arrived and I was getting nervous and called the RAC to be told the courtesy car was "on the way". By 1pm the car had still not arrived, so I called again only to be told the car had not been booked out and nothing was happening until Monday. All I was offered was £35 for a hire car that I then had to source myself. At this point it was 2pm on a Saturday. Every hire company was closed. I was in the middle of Wales at an Airbnb with no neighbours for at least 10 miles. My Airbnb ran out that evening and someone else had rented it for the next few days so I could not continue to stay there. The RAC had left me in the middle of Wales with no accommodation or transport despite my continued membership being "premier rescue" that should include both transport AND accommodation. This is an absolute disgrace. I really can't believe how bad the situation had become. I think this was the first time I have had to use my RAC membership and the one time I do they cannot uphold a single promise or a single service that I have paid for during my entire membership. I and my wife frantically began calling every company in the area in the hopes that, although they stated "closed", may still be open late. We managed to get in contact with the owner of a small private company who, upon hearing our story, returned to work to rent a car out to us. There was one problem. The rental company was an hour away. We had to HITCHHIKE to the town the company was in, in order to collect the car. THE RAC HAD US HITCHHIKE TO OBTAIN TRANSPORT WE ORGANISED OURSELVES. FINALLY! We had an old 2004 Skoda that just about ran... but we had no choice. Thanks RAC... This is not the end of the story! Monday arrives. To rub salt in the wound the rental company that the RAC use calls to tell me they have a rental car for us. WHAT USE IS THIS NOW?! Tuesday arrives. I visit the garage to find my car wheel has been damage at some point during loading/unloading of my car by the company the RAC used to collect/deliver my car. it's been almost 6 weeks since my complaint with no response at all.”

Helpful Report

Posted 4 years ago

“Still waiting for recover 5 hours after first contact. Absolutely shocking.”

Helpful Report

Posted 4 years ago

“Disgaraceful attitudes rude incompetent customer service is zero.DO NOT JOIN. not a breakdown service”

Helpful Report

Posted 4 years ago

“Still not had the “ high level customer complaints manager - Craig “ call me back to explain why their call out technician never arrived within the 3 hours I was told to expect him despite me phoning the RAC 5 times to seek updates . Technician never turned up instead I was told eventually after pushing them that they’ll provide a taxi to get me home and they’d sort out a recovery in the morning ! Question I’m asking is - When within the 3 hour wait was RAC going to explain to me that the Technician would not be arriving ??? And to make matters worse , I spoke to RAC onward travel assistance staff member named Paul ( told me he’s from the Manchester office ) his contact number is 0330 3328406 time of call 09.50am today Saturday 4th Sept 2021 this idiot clearly has zero customer service skills he’s rude abrupt ill mannered and talks to you like he’s a police officer ! Absolute pathetic individual that does not know how to treat his customers with respect good manners and etiquette !! DO NOT JOIN RAC - THEY REALLY DO NOT CARE ABOUT YOU !!!!”

Helpful Report

Posted 4 years ago

“I found that my insurance had massively gone up. I paid for the whole year upfront. I Rang to cancel to find that You end up paying more than a cancelation fee..... For just 2 months of cover, I ended not being refunded for the same as paying for 3 and a half months of cover. Be careful of taking out insurance with this company don't pay the whole amount upfront best to do it via a direct debit then you don't have to pay the whole of the breakdown for a year or the extra financial security for the whole year...... With just 2 months of the cover!! Then to add salt into the wound I was transferred to the bit of the company that deals with conflict to be put on hold for over 45 mins and then the call was dropped by the RAC!”

Helpful Report

Posted 4 years ago

“My vehicle was picked up from wales and supposed to be towed to london and it has been 5 days and till now I have not received the vehicle. Every time I call the customer service they say the vehicle is in queue for delivery and one of the recovery vehicle will pick it up soon for delivery- Every day I call rac they promise to deliver on the same day but it just doesn’t happen. Tbh till now I have called them more than 50 times and service is really poor. I hope to receive my vehicle by the end of this year atleast.”

Helpful Report

Posted 4 years ago

“Terrible customer service, slap admin charges on you for cancelling automatic renewal I didn't even ask for. Shame on you. Greedy company that only want your money!! There are alot of better more genuine recuse company's out there. I most definitely will never use RAC ever again.”

Helpful Report

Posted 4 years ago

“Having read the reviews below I can see I am not alone in my experience. My daughter drove a 180 mile round trip to collect me after my motorcycle punctured a rear tyre. The alternative would have been to wait over six hours for the RAC to respond - their contractor finally arrived at 1am and phoned me to tell me. Thank you Auto Vehicle Specialists from Kidderminster - you are an example that RAC would do best to emulate. I wrote complaining to RAC CEO David Hobday and received an email response from a Customer Care (sic) Officer that said "I want to assure you that we take matters such as these very seriously", so seriously in fact that it will take up to 20 working days to respond. Presumably they have so many complaints to deal with and/or don't care about their customers. Suitable adjectives for the RAC are "woeful", "shameful", "incompetent", "ineffective", "atrocious" - I could go on but nothing will change. They will continue to put profit - and Mr Hobday's salary & bonus - ahead of customer care.”

Helpful Report

Posted 4 years ago

“Do not get rac cover the key replacement care is a con they use locksmith and loclsmith also they came out after two weeks then still have not replaced my key will be taking rac to court for not provided the cover paid for aa or greenflag better”

Helpful Report

Posted 4 years ago

“I cancelled a policy because I sold that car. When I took out a new policy for a new car, the money I spent went on a cancellation fee unbeknownst to me and I'm due a month later for my NEW yearly membership. Ned Kelly's not dead!!”

Helpful Report

Posted 4 years ago

“Waited over 7 hours in 28 degrees with no public conveniences. Still no arrival had to call private company to get rescued. Received useless automated texts messages for the first 4 hours. Was lied to over the phone on several occasions. When i made a formal complaint - they thanked me for my feedback!! What a joke of a company which needs serious changes operationally.”

Helpful Report

Posted 4 years ago

“Just a terrible service. The initial person turned up quite quickly and let us know we would need to be towed. After that is when it all went wrong. Zero communication until I spotted the truck that couldn't find us. Then found out the truck wouldn't take our dog in the cabin (which I now understand is common). We had made it clear at the start that we had a dog. Then also turned out that we were only being taken an hour down the road and not home (I have full coverage). Seemed that only when we were dropped off did they order the next leg. 4 hours later there was no update. Took 1 hour and 45 minutes to get through. Only to be told that the contract had been rejected. Perhaps make sure you can provide your service for the price we all pay. I have Onward Travel so they suggested a taxi. When I asked what happens with the car they suggested I leave the keys with a shop or on a wheel. They didn't seem keen when I asked if they accept responsibility if the car is stolen. I asked for it to be escalated and for someone to contact me. Obviously did not happen. In the end I paid a ridiculous sum to get a private contractor to take me home. I arranged something in 5 minutes that RAC couldn't manage in over 12 hours.”

Helpful Report

Posted 4 years ago

“Minus is more like it my son broke down at work rang at 9 only to be sent the same message critically busy roads busy all the same bull over 3 hours still nothing”

Helpful Report

Posted 4 years ago

RAC is rated 1.4 based on 3,038 reviews