RAC Reviews

Name: RAC
Rating: 1.43

1.4 Rating 2,952 Reviews

10 %

of reviewers recommend RAC

Company Reviews

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Metrics

1.4

Based on 2,952 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 20%
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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Horrible experience, my car broke down on Holland Park roundabout in Shepherd’s Bush very busy road and they came after 6 and a half hours….and the lady who answered the phone was very rude with a “Karen” reaction like I was bothered her with my problem.”

Helpful Report

Posted 1 year ago

“Would be minus stars if possible. This is a long story! 7/08/23 I reported my breakdown at 4:30pm. At 8pm, myself and my bike were picked up and taken to another location, then myself and bike were picked up from there and taken to another location. Arrived at this location at 10pm. I called at 11pm and again at 1am and they had no updated ETA for me. I am a 26yo female in a very dark carpark, freezing cold and exhausted. At 3:30am, after 5 hours in this scary carpark, I receive a call saying that they cant organise a pickup until 8-9am at the earliest. They got me a taxi to a hotel which I arrived at at 4am. They said they will reimburse me for this within 7 days. At 8:30am, I get a taxi back to where my bike is, to wait for recovery again. After several phonecalls with no information they decided to get me a taxi to my home address (I did appreciate this but the stress and cold they had already caused me was already too much) and I left the bike where it was to be recovered. 20 hours after I reported my breakdown, I was finally at home. I call at 12:30pm for an update on the bike recovery, they told me my case had been closed the day before!! How was my case closed the day before when myself and my bike were still outside waiting to be recovered the next day and I had only just got home at 12:30pm the next day?? They then tell me that actually yes your bike is still to be recovered and confirmed the location with me, and they said I will receive a phonecall at 1:30pm. At 4pm I called them again as I hadn't received the call I was promised, they told me again that my case had been closed yesterday! They then started a NEW case for my bike recovery. At 9pm when I called for an update again, they told me the new ETA is midday tomorrow (9/08/23). At 8am on 9/08/23 I called the service station carpark where my bike was left to tell them my bike will need to stay there longer, they told me the bike had been picked up last night! So I now had no idea where my bike was or how long it had been left alone with the key, ready to be stolen for all I know! I am incredibly stressed and worried at this point. I call RAC again asking for information. They tell me it had been recovered to another location and that the new ETA for recovery is tomorrow (10/08/23)! I was awaiting a callback from a manager which never happened. My bike did finally make it home on 10/08 at 2pm, 3 days after breaking down. I also had an email response to me sending my hotel invoice, saying that they will respond within 8 weeks, even though on the phone I was told I would be reimbursed within 7 days. Do not choose RAC for your breakdown cover!!! They do not care about you. I spoke to over 10 different people on my many phonecalls, maybe even 20, and only one lady actually apologised and sounded empathetic. Everyone else had a very cold and uncaring manor despite me being calm with them the entire time. Their service is appalling.”

Helpful Report

Posted 1 year ago

“RAC membership has become nonsense, you don’t receive card to carry around with you in pocket. You must have smart phone, battery can’t run out.”

Helpful Report

Posted 1 year ago

“I would give the rac minus 10 stars if I could was at a family funeral and got a puncture first thing they wanted was a fee because I had changed my vehicle and we're not helpful at all don't waste your money on them shocking service”

Helpful Report

Posted 1 year ago

“What’s the point of being in the RAC IF THEY never come out to you. I’ve phoned them twice in the past year where Ive had problems with my car not starting, I know the car is at home and I’m less vulnerable, but I need to get to see my elderly mum , I pay for breakdown, it doesn’t matter if I’m at home or not,I should get help…. I’m given rediculous times till 2 am in the morning, first time I had to sort myself …. With friends.,,, this time I need to get out to see my elderly mum but can’t go any where incase I miss the RAC …. The time has gone from a 4.30pm visit … now to 10 pm, I phoned them at 1 pm Will cancel and look elsewhere Don’t even deserve one star but that’s the least I can give. Don’t waste your money, look for a better company”

Helpful Report

Posted 1 year ago

“AVOID AT ALL COST DON'T WASTE YOUR MONEY WITH THE RAC UNLESS YOU WANT TO BE LIED TOO!! You'll be left stranded for 17 hours and counting. I have been left waiting on the side of a country road for 10 hours in the pitch black before someone showed up only to take me to nearest service station where I have been dumped and now been patiently waiting for my relay journey home. RAC have a very unique way of showing their gratitude to their customers as I have now just been told I will need to wait another 7-10 hours before someone will tow me home which was initially a 50 miles journey, an hour at best to begin with. RAC are very quick to take your money and will provide you the worst customer experience and make out the customers are the problem and threaten you with a policy cancellation if you dare raise your voice in frustration. Best thing you can do is join the AA!”

Helpful Report

Posted 1 year ago

“I am currently sat in the car park at a service station and it’s almost 3am. I am a lady on my own and I first contacted the RAC over 13 hours ago at 12.45pm. I waited at my first location for 7 hours, then got recovered and taken 20 mins down the motorway to the nearest services. After an hour I was recovered again presumably to take me home but no. This leg of the journey took me to a services within 10 mins of my house but wouldn’t go any further. So I’ve been left waiting 3 and a half hours so far, and still no sign or sound of another recovery, literally 11 miles down the motorway from my house. I’m absolutely astounded that a supposedly National breakdown service couldn’t recover me all the way home when I was only 77 miles away to begin with. The fact that they are happy to leave me alone and cold in an isolated car park is outrageous.”

Helpful Report

Posted 1 year ago

“I cannot express my disappointment enough with the RAC's abysmal performance. As a loyal member for over two decades, my family and I were subjected to an absolute nightmare when our brand new Nissan X-Trail hybrid SUV broke down in central London. The RAC's response was a shocking display of incompetence and indifference. Despite their promises and our lengthy membership, we were left stranded for hours with no help in sight. The estimated recovery time given by their app was a joke, and attempts to reach a human at the RAC was an exercise in futility – endless hold times, automated responses, and a complete disregard for our situation. We were forced to seek assistance from the local police and even incurred taxi charges to get home at night despite the breakdown having occurred in the afternoon. Multiple attempts to contact the RAC were met with silence. They abandoned us during a time of need, despite having our details for years. Finally, around midnight (7 hours after breakdown) a responder mechanic acknowledged the urgency of our situation, but the RAC's lack of communication and accountability persisted. Even he struggled to connect with the RAC's operators. It was a stark reminder of their sheer incompetence and lack of commitment. Our distress and frustration mounted as the RAC continued its deafening silence. We found ourselves in a nightmarish cycle of unfulfilled promises and shattered expectations. The RAC's hollow assurances of escalation and response were as empty as their customer service lines. The NEXT DAY, after over 21 hours of waiting and immense stress, a contractor at last recovered our car. Throughout this ordeal, the RAC failed to provide any apology, explanation, or compensation for our distress and inconvenience. This experience has left me beyond disappointed. It's an outright betrayal of their customers' trust and loyalty. I feel compelled to warn everyone considering their services – don't waste your time, money, and sanity dealing with the RAC's abysmal treatment. This is not the service you deserve after decades of membership.”

Helpful Report

Posted 1 year ago

“My car was maliciously damaged and the call centre shus a 7pm. The call centre staff on nigts hopeless. Left over nine hours lone female after being the victin of a gender related crime NEVER recommend ths company”

Helpful Report

Posted 1 year ago

“Took 9 hours to pick us up after saying 30 minutes on the phone”

Helpful Report

Posted 1 year ago

“Awful service. 6 hours waited with no clear time of arrival. My phone died. Left in dark street on my own. Unreal experience. What am I paying for exactly? Never again with this company. Hope you go bankrupt you bunch of plebs. FU!”

Helpful Report

Posted 1 year ago

“I have been waiting since 10.50am on the A1(M), recovery arrived at 5pm, was supposed to take us home but took us to services 1 hour away, left us in the middle of a lorry park for further recovery which was supposed to be there waiting. 11pm still waiting with an Eta of 1.45am!! Over 12 hours stranded with 3 children & disabled husband. If you have cover with RAC, cancel, cancel, cancel.”

Helpful Report

Posted 1 year ago

“Definitely would NOT recommend. As a member I have been waiting over six hours for someone to come to look at the car. I spoke to their customer service who actually said that as my life was not in danger 'it could be days' before anyone comes. I would give no stars if possible. I will be seeking compensation and a refund.”

Helpful Report

Posted 1 year ago

“Worst customer service..don't ever take this service ..AA best”

Helpful Report

Posted 1 year ago

“My car would not start and the RAC breakdown took 4 hours to get to me and then refused to help me as they said my cover was insufficient, which it wasn't. They left me alone, a 37 year old female, at 9pm with no means of getting home (40 miles) and the car unrecovered on a company car park. Absolutely abysmal service which left me in a very vulnerable position and I now don't know where my car is or when I will get it back.”

Helpful Report

Posted 1 year ago

“Coming here to ensure other potential customers go elsewhere. Had the unfortunate situation of needing their services twice in the last year. Both times we were left waiting for an exceedingly long time. First one was a breakdown at night that took over 6 hours to be recovered, despite having blue badge passengers on board. Second time was when a 5 month old baby got accidentially locked in the car. Despite being the highest priority the patrol was over 90 minutes and in the end we got a spare key driven 25 miles to us in a faster time. Having been a long time member I think I will be looking elsewhere when it comes to renewal. Absolutely appauled with the lack of service and customer care! Their tendancy to only respond to 5 star reviews on trustpilot speaks volumes!”

Helpful Report

Posted 1 year ago

“I was having trouble with my clutch in Bristol. I rang the RAC at 6.30PM, 6 HOURS later, in the early hours of the morning I was finally seen too. I am female and i was by myself in a city. The mechanic was friendly and great. I was advised that my clutch may be going (as i was struggling on and off to get it into 1st/2nd & reverse). I was then advised I may as well carry on driving as the alternative was to get transport back to home (Cornwall) and my van would follow me between 5-8 days later??? I have since complained to the RAC as i would LIKE A REFUND AND TO CANCEL MY POLICY. However they are refusing as i have had the callout? How is that fair. Rae Hill from customer care is clearly useless at customer care. I will be reviewing again.”

Helpful Report

Posted 1 year ago

“We left the AA to join RAC on the promise of a comprehensive business cover for out fleet of vans. On the very first day of the new policy, we called upon them for a fuel tank issue. The first call out was fine and within a reasonable time, however, it descended into a total failure of service and dereliction of any of the promises this service promoted. In summary, my two technicians were left on the roadside from 3pm until midnight. We had to abandon the use of the RAC and hire our own recovery vehicle. Total failure of service resulting in a complaint, followed by a swift cancellation and return to the AA. I highly recommend any small business looking at this company as the saviour of your teams on the road, to think again. The cheaper cost and promise of a service that did not materialise is not worth it.”

Helpful Report

Posted 1 year ago

“An absolute disgrace!!!! RAC you are completely exploiting your customers. Absolute con artists! After over 7 years of paying over 30 pound a month plus. My husband has called these out twice! Today would have been the third time. The first two times were very bad experiences but put that down to maybe a busy night but today was next level. 9 calls back and fourth- first to be told he doesn’t have a policy and after me finding all proof and having to email etc you finally and miraculously find his policy. He is stranded on an motorway, panicking and has to deal with a rude person the other end of the phone stressing him out even further. After a few more calls back and fourth he is finally told (after an hour of calls) that you won’t even be able to send anyone! I’d love to know what the F he is paying for them??????????? Well no more! But I will make sure everyone I know and can spread the word to hears about it including watchdog. After reading all the other reviews here too, it just clarifys to me that RAC are a scam! A real Scam! It’s a disgrace. Don’t even deserve 1 star. Sat here absolutely petrified as to how my husband will get home. His phone has died now too as a result of them wasting time! Disgusting.”

Helpful Report

Posted 1 year ago

“My battery was flat when i comeback from holiday and they told me i must wait 7 hours and this not guaranteed time frame!!! This is a joke everybody should cancel their breakdown cover so they can manage properly m!!! Shame!!! For letting your customer down”

Helpful Report

Posted 1 year ago

RAC is rated 1.4 based on 2,952 reviews