RAC Reviews

Name: RAC
Rating: 1.43

1.4 Rating 2,968 Reviews

10 %

of reviewers recommend RAC

Company Reviews

Questions

Metrics

1.4

Based on 2,968 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

Write Your review

Tell us how RAC made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“Yesterday I arrived by train late having started the day at 5am. I had been sick in the morning and arrived back feeling dizzy and Ill. I had a 30 minute drive home. My car had a flat and I rang the RAC. I have a top of the range policy with then. I was told there was a 5 hour wait! I told them my circumstances and was told I would be contacted shortly. I waited an hour and rang again. I was upset, cold, Ill, tired, and by that time the drunks were passing in droves, and I felt pretty vulnerable on my own. After begging and cajoling eventually they sent a non RAC van. Apparently he is used by the RAC as the RAC only have 3 vans for the whole of Carmarthenshire! The man was located 10 minutes from me and had had no call outs all night! To save a couple of bob the RAC were going to let me wait 5 hours! 4th emergency service? Yes like the two year NHS wait for a routine operation. AA here I come.”

Helpful Report

Posted 6 years ago

“They left me stranded for 3.5 hours in The Ardennes forest outside Luxembourg and never sent a tow truck despite saying they had arranged one. Their attitude and that of their local break down people is the absolute worst. Never take out European Assistance with the RAC, always use the AA. I made my own arrangements with Mercedes once I managed to limp the car to the local dealer.”

Helpful Report

Posted 6 years ago

“Trying to get compensation for the RAC's terrible service is a nightmare. I wrote to the CEO three weeks ago who hasn't the courtesy to even acknowledge receipt of my letter. Trying to get a phone number for head office is near on impossible. Spoke to a Customer Service representative who offered me a pittance in compensation, which I've had to accept through pure frustration of dealing with this joke of a company. Customer Service rep had the audacity to suggest when I called them that I could have changed the wheel myself instead of calling them out - the cheek! 10pm in middle of winter, totally dark country lane, and me without a torch and with bad knees! I was not prepared to wait 2-4 hours for them to come out to me. Keep well away from these cowboys.”

Helpful Report

Posted 6 years ago

“Just been reading the reviews below and am fully sympathetic... am going to call the RAC tomorrow to cancel renewal (assuming I can get through)... having been a member for over 30 years with decent service years ago, but not now and I'm fed up My son had been to a job interview in Harlow... broke down not long afterwards on the way home and was told an hour... we have recovery so I expected that if it wasn't fixable then he would be brought home... well, eventually he was but Engineer finally arrived after 4 hours of him sitting by the side of the motorway, and couldn't fix it so was towed to a services a mile up the motorway arriving abt 8pm... and then had to wait for an onward recovery which arrived at midnight... he finally got home at 3am. Seriously not impressed and looking for recommendations for a better supplier... the good news is he got the job!”

Helpful Report

Posted 6 years ago

“Been with the rac for years .all my cars have been covered with them, but touch wood never really used them.so broke down tonight as my car had overheated and came to a sudden stop.called at 6.40pm was told Some one should be here by 8pm! Called back at 8.30pm to see what was happening. They were gonna get a patrol to call me with an eta.well Some one did from a call centre at 9.20pm.to say at least another hour. I'm on my own in not a very nice place cant leave my car even tho the lady suggested i did and sorted it out tomorrow.(cheek )its now 9.50pm so well wait and see.at least it's giving me time to look around for when my membership here runs out ...”

Helpful Report

Posted 6 years ago

“##### Part 4 ##### 15/09/2018 Spoke to another rep. This time was given an absolute certainty that I would receive a call within 30 minutes and a specific reference that only that manager can raise. Was assured without doubt that would be contacted by a manager to resolve this issue. It is now bordering 7 weeks since I raised the issue and tried to obtain three years of payments despite having cancelled in March 2015. An appalling company to deal with. I now have a week until this can be investigated externally. ##### Part 3 ##### Update 14/09/2018 #Now over six weeks without any help or positive response. Multiple emails sent, many telephone calls made. RAC still have three years of payments despite the policy being cancelled in 2015. Will now have to take through Northampton county court to seek full reimbursement along with costs and three years interest# ##### Part 2 ##### This is what you get after they respond on here and tell you to email. Now another 20 days to add on to the original 20 days. “Our investigation is taking longer than first anticipated and we're sorry we haven't been able to respond within the timescale we initially provided. We're working hard to bring this matter to a satisfactory conclusion for you and will aim to provide a response to you as soon as we can. We will be in contact with you again within the next 20 working days.” ##### Part 1 ##### In my opinion, this company is terrible to deal with if there is an issue. I phoned to cancel my subscription to RAC on 13th March 2015 as I had purchased a new car with road side assistance. They have this call logged which is the only call I have made to them in three years. Since then, without my knowing, three further payments have been taken from my card for 2015, 2016 and 2017 totaling over £300. I have contacted them by phone five times, each time receiving a different story. I have been told that it would be looked into and they will repond in 24 hrs, then 3 days, then 3-5 days, then 20 days. The customer service is dreadful and despite my many attempts via telephone and email I have been unable to resolve this issue. Cancellation can only be made by phone as per their website...however, I was asked if I had any written cancellation correspondence!! Very poor, I am out of pocket currently by a fair sum of money and have owned a different car since March 2015 to that highlighted on the renewal notice...which incidentally looks like marketing material. My first call consisted of a cancellation request for 2018. On subsequent calls I found out even that hadn't been acted on! On a separate note, their fees have doubled in three years. The telephone agent told me he earns less than a refuse collector!...and suggested I email as they aren't trained to handle disputes. I am still waiting for a resolve and it has been nearly three weeks. # Email no 5 sent again! as per the below reply. Terrible service. RAC have taken money for three years after cancellation. Calls are futile, emails are not answered. The ONLY human reply is that in response to this review# #after following ‘Mick’s’ instructions. I received yet another automated email telling me to wait another 20 days!# I’ve already waited 20 days. I can ask an obudsman to step in# Dreadful.”

Helpful Report

Posted 6 years ago

“I have been a member for over 30 years and was appalled at my experience in the last 24 hours. Took 1 van and three trucks to get me home. 21 hours for a 2.5 hour journey. On hold at least 20 minutes on 4 occasions. Call handlers were prepared to say anything to get you off their backs. No continuity and only one brave soul out of 5 I spoke to kept their promise to call me back. They have lost a very long term customer as their service is not fit for purpose.”

Helpful Report

Posted 6 years ago

“Rac breakdown what load off rubbish they want people join them but then get poor recovery time and poor customer service nearly 3 hours to recover car and still waiting won't be useing your any more taking my business else way DONT Recommend rac to any one now log 2 complaints and sent email to cheif executive lets see what they got to say”

Helpful Report

Posted 6 years ago

“Tried to cancel my subscription. Found it impossible to get through on the telephone. Then received a letter telling me my subscription was £69. They actually took £123 out of my account. I would never deal with them again and advise everyone I know of my experience with these people.”

Helpful Report

Posted 6 years ago

“Quick response, very helpful. Kept me informed.”

Helpful Report

Posted 6 years ago

“Won't let me cancel the renewal.I Rang yesterday waited 15 minutes, they told me they haven't got access to a computer they'll call me back. Today they called and hung up immediately. I rang them waited 15 minutes to get through, explained what happened put through to multiple departments then the call hander put me back through to the original queue. I give up. That's what they want.”

Helpful Report

Posted 6 years ago

“Terrible service....called out....told be there within the hour....I called after a hour to be told another hour....a hour later they called and told me upto 4 hours! I was sat at the side of the road waiting! Nobody knew what was going on...£160 a year service for that....in the end I got the car towed and played myself.”

Helpful Report

Posted 6 years ago

“A fuel filter was the problem, they could diagnose that when I told the symptoms to a mechanic he knew what the problem straight away. Then they took an unauthorized payment for a renewal I did not want and then it takes them 14 days to get the money back. They can't tell me how this payment was authorized.”

Helpful Report

Posted 6 years ago

“Appalling service, as usual. Waiting 3 hours to be told I am not a priority and that it will be another 45 minutes at least. No doubt it will be the usual poor service when they eventually turn up. Do yourself a favour - go with the AA.”

Helpful Report

Posted 6 years ago

“30 minutes on hold then cut off by bad mannered staff (this happened twice), very poor service. Renewed with AA, they where perfect in comparison!”

Helpful Report

Posted 6 years ago

“Poor service and rude staff left for 6 hr with out help in the end i called a local recovery that where more then helpful. Poor RAC poor.”

Helpful Report

Posted 6 years ago

“They found us a reasonable price for our breakdown cover”

Helpful Report

Posted 6 years ago

“Driving in Europe, we took out the comprehensive additional insurance from the RAC for peace of mind. Needed some help in France, and got passed from one person at RAC to the next over the phone for TWO hours while sitting in a car park in baking sun, speaking to over 7 different representatives from different departments, got cut off multiple times, and were connected to the wrong underwriter. No one seemed to be able to help or know how to answer our questions, until one member of RAC customer service finally gave us instruction that we followed to the letter. Now we are home and find out that the advice we were given was incorrect and we may be out of pocket up to £500. Completely shocking how let down we felt when we thought we were in safe hands.”

Helpful Report

Posted 6 years ago

“A 14 hour overnight wait for the RAC to send someone to attend a roadside breakdown is just not good enough.”

Helpful Report

Posted 6 years ago

“Very bad service. I waited for over six hour. No one come to help me. In the end I had to leave my car in an unsafe place and make my way home. I will not recommend them.”

Helpful Report

Posted 6 years ago

RAC is rated 1.4 based on 2,968 reviews