RAC Reviews

Name: RAC
Rating: 1.43

1.4 Rating 3,103 Reviews

10 %

of reviewers recommend RAC

Company Reviews

Questions

Metrics

1.4

Based on 3,103 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Under An Hour

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

“Appalling Service My Complaint Initial call at around 14:00 went fine got an estimated time of around two 2hrs, I notified the call operator than this is a mobility vehicle and we have a disabled person on board and would need a wheelchair taxi to transport her home, I was told this gets arranged when the recovery arrives. I received a call around 15 minutes later asking were is the vehicle going to, to which I answered I don't know its a mobility vehicle and needs repairs as it is undrivable. Anticipating problems I called some taxi firms no wheelchair taxi's available. I then proceeded to arrange alternative transport as the weather conditions were freezing and light was failing.. At 16:00 I called RAC again asked for progress and was put on hold for around 2 minutes. The operator then said they were waiting for me to call them back with an address to where the vehicle will be taken, once again I said I don't know as it needs repairs,. At this point I was discussed as I was not told this in the initial call and follow up call (Please listen to you recording) the operation was rude and said I should know this. I was then told that the vehicle would not be recovered until I had a address to where the vehicle would be taken. (This is absolutely appalling as there was a disabled person in a wheelchair still in the vehicle in freezing conditions (this person is wheelchair bound has a swallowing disorder and needs specialized food and drink.. Your call operator would not listen and the alternatim stood if I don't give a address to where the vehicle will be taken no recovery. I said that they can take the vehicle to the owners home address and gave the operator the address. I then informed the operator that the vehicle was going to be left at this stage to which I got a rude reply that then he would close the job. At this point and before this point I was fed up with the operator's lack of knowledge or understanding and may have become somewhat agitated that this person would not listen and kept telling me to listen to him. I left the vehicle there and took the disabled person and her support staff (the driver) back to her home as all attempts to reason with your call handler had failed. I then complained RSA Motability and they then took the recovery further. I received a call from RAC at around 6pm letting me know that there was no RAC recovery vehicle and that this job had been outsourced. I was asked to return to the vehicle, I explained that this was not going to happen and once again explained the circumstance as to why we left the vehicle, this call operator seemed more understanding and said they would put a note on file. I then received a call around 9pm from the recovery company (who were professional and I cannot fault anything they spoke to me about) to get directions to the vehicle. RAC Response Thank you for taking the time to contact us. I'm xxxx and it's my job to look into your experience and let you know what happened. I understand you were unhappy with the attitude of our Breakdown Specialist on this occasion when you called during a breakdown on 13 December 2022. Whilst I'm sorry you've felt the need to raise concern, I can confirm my colleague was correct in their advice. RAC does not know where a vehicle needs to be taken and it is down to the customers to check with their insurance and let us know the tow destination. I apologise for any misunderstanding and I'm sorry you feel aggrieved by the situation. Our customer's satisfaction is of paramount importance to us and I'm very sorry you weren't happy with the way your call was handled. I'd like to thank you for contacting RAC and I assure you that in no way was any discourtesy intended towards you. Just so you know, I've passed on your feedback to the relevant team to make them aware. The RAC has been around for 125 years, and feedback from our members has always helped us improve our service. Thank you for taking the time to bring this to our attention. Yours sincerely”

Helpful Report

Posted 3 years ago

“Broke down on Sunday morning at 11am , rang the RAC told it would be a 2 hour wait , RAC turned up at 7pm . Got told the car would need to be recovered , it’s now Wednesday at 5pm I’ve been chasing the recovery since Sunday night , …RAC call centre is totally useless , spoken to probably everyone in the call centre . Total lack of communication not one single phone call or text message so far .spoke to one helpful person in the repairs department… he is the only person that has contacted the recovery company to find out what’s going on . Just been informed that the recovery vehicle going out to my car has now broken down and it’s now going to be Friday before it’s collected . ..this has got to be some kind of record …my advice don’t bother with getting RAC cover they are useless …after some 30 years of paying into this lots pockets I’ve had to use them just this once ..RAC your a totally waste of time and money”

Helpful Report

Posted 3 years ago

“Was with RAC nearly 7 years & only once in that time did we ever get someone who attempted to fix the issue. The last couple of times I’ve had to call them out they haven’t even sent anyone until the next day.. was paying around £27 a month for what! I’ve recently changed over to AA, same package for £11 a month.. hopefully their service will be better if we ever need to use them.”

Helpful Report

Posted 3 years ago

“Rang at 07:30 to ask for recovery to garage got a call at 11:15 asking if I would wait until next day as they where busy when I explained again that I was stuck by the side of road they agreed to get recovery truck waited 5 hrs so rang again at 16:15 only to be told they wouldn’t be able to recover me to garage. I then had to wait another 2hrs 15mins for a call to say a taxi was going to pick me up and take me home with another taxi to take me back to car in the morning to wait even more. I think RAC have forgotten what good customer service is.”

Helpful Report

Posted 3 years ago

“Disgusting service was text saying would be with me under 5 hours now it’s 6 ,plus glad I’m not a lady with a child waiting”

Helpful Report

Posted 3 years ago

“Waiting in -3 for your so call service, I gave up in the end after 3hours once I received your last text at 1800 . Warning to parents don't get this service... I only chose them because my insurance offer a deal as I was with the AA For years. Use AA twice and never had to wait more than a hour....so mad and cold”

Helpful Report

Posted 3 years ago

“I have been waiting 11 hours today to get roadside assistance. I waited 4 hours in -3C, and then they sent a car that did not have the right equipment. Then I had to wait another 2 hours, and I walked back to my car just to be told they had cancelled that help, and I had to wait another 3 hours. Now I was freezing to death, so I had to find shelter and asked if they could call me 30min before arrival, and they said yes. They never did and then suddenly said they were there, and I said I had to get to the car, so they cancelled the job and left. I had now waited 8.5 hours for help. I am still waiting, and they can't tell me when they will arrive and said I have to wait by the car in -3C for another 3. hours minimum. This is a company that will not come and help you in need. They don't do what they say and tell you to have to stay and freeze to death, or they will not come—total madness and the worst service I have ever received. And twice I called them up and they hang up on me.”

Helpful Report

Posted 3 years ago

“My car wouldn’t start , I was in a Morrisons car park. I’d been there for a couple of hours I’d rang the RAC and was told there was a high volume of calls due to the weather. An RAC van had just pulled in at the other side of the car park , I went over and the driver said, I wasn’t his call but he’d come over anyway. 20 or so minutes later he got my car going. He was very professional and explained what the problem had been. Couldn’t thank him or the RAC enough . So glad I have membership. Thanks James. I’m so glad you were there. Margo”

Helpful Report

Posted 3 years ago

“Poor response times was once told I had to wait 7 hours for a recovery whilst I had my 4 month oils daughter with me at night”

Helpful Report

Posted 3 years ago

“Still waiting after 3.5 hours. Rang at 8.30 in the evening in a city centre. Can’t even get through to call centre now”

Helpful Report

Posted 3 years ago

“Awful no notice when coming or anything waiting 9 hours nothing”

Helpful Report

Posted 3 years ago

“Very bad service don't recommend Take 270 Minutes and after call need to waiting more in total 10 hours waiting for recovery......”

Helpful Report

Posted 3 years ago

“Called for help for a flat battery while parked in a megastore car park. Not easy to contact .Text Confirmed expected arrival in 270 minutes . My only other call few years last ago they came in few days. Now I am back with my old service provider ,their major competitor I had been with for more than 3 decades with brilliant service standards.”

Helpful Report

Posted 3 years ago

“Absolutely disgusting service, rude workers and took 4 hours to come to me, then refused to tow me after promising they would. Refused refund for shocking service and disgusting customer service response”

Helpful Report

Posted 3 years ago

“I had a fault in my car whilst driving to work on Friday night. I called the RAC ,about an hour later, l had David Cosby turned up. He went above and beyond to resolve my issue and he did. Thought l was going to need a brand new car as l could not afford that at the moment. Thank you so much David Cosby. You worked so hard in that cold to get my car fixed for me. Appreciate you greatly.”

Helpful Report

Posted 3 years ago

“Waited 7 hours tonight in a freezing car, call yourselves a recovery service ! I am cancelling my membership Disgusting service”

Helpful Report

Posted 3 years ago

“I had to wait over twenty four hours for a RCA person to come to see my car, as it not work, when I called on Friday at 13:00 I had regular up date, then received a call at 16:30 hours Saying they were unable to come out would I mind if they could come tomorrow between 9:30 and 12 :00. I had to keep phoning and they comming around 16:30 hours.”

Helpful Report

Posted 3 years ago

“Been told have to wait at least three hours woman on my own and in a car park where you can’t park longer than two hours ! Never waited that long for breakdown”

Helpful Report

Posted 3 years ago

“I have never been so disgusted in my life. Waited 6HOURS and they still didn't turn up. This company is beyond appalling. I am a senior citizen with asthma and also had a 4 month old puppy in the car. This is December in the freezing cold and I rang them at 4pm when the power steering went on our mini. All they did was send text messages saying how busy they were, then our local recovery service would come out. I was still waiting at 10pm! I had to organise the local guys myself and pay for them. I'm taking this further, I'm a pensioner and sadly beleived my insurance company and their recovery team were reliable. Furious just isn't a strong enough word”

Helpful Report

Posted 3 years ago

“This is truly the worst breakdown service I’ve ever encountered. Because of a sticker on my fathers car, they deemed it a commercial vehicle, even tho its clearly a social and commuting vehicle!! (Vauxhall car) Then, left an elderly man after waiting HOURS in the freezing cold on a premium service, refusing to help him. Absolutely disgusted. NEVER USE THIS SERVICE!!”

Helpful Report

Posted 3 years ago

RAC is rated 1.4 based on 3,103 reviews