RAC Reviews

Name: RAC
Rating: 1.43

1.4 Rating 2,956 Reviews

10 %

of reviewers recommend RAC

Company Reviews

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Metrics

1.4

Based on 2,956 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

“Well what can i say …..why isn’t there a selection for 0 stars ? 6 days of absolute headache and stress. My van took 6 days to get from the breakdown location to being delivered to my requested garage. Ive had no updates or callbacks just constantly told lies for 6 days from RAC and the 3rd party recovery company. My driver was waiting for 10 hours on the first day and then another 10 hours the second day and then had to leave the van with a note on it with a key. RAC are supposed to recovery your vehicle and help you not cause you more stress . Customer services have offered £60 compensation for my work van being off the road for 6 days and now its missed the booking at the garage so god knows when i will get the van fixed now . All because of RAC and there poor selection of 3rd party contractors. Good luck if you choose this company. I pay this company £2000 a year for buisness cover and this is the service i get . Absolute disgraceful even the call agents were agreeing.”

Helpful Report

Posted 2 years ago

“I rang Rac last night at 7pm (half hour wait)after my car not starting in a carpark, to then have a text message after the phone call that someone will arrive within 270mins!!! Rang several times to be told someone was coming with no eta. Then text after text then on the last text Sorry we have passed we’re sending a trusted partner out!! 3am I rescue came. Lovely old man from I rescue not RAC towed me back to my house explaining how the job got subbed out. The service from RAC is shambles and disgusting. Next time I’ll ring I rescue direct!!”

Helpful Report

Posted 2 years ago

“It's currently 1:29am and I've been waiting for recovery for 10.5hrs. Every time I've rang I get fobbed off by being told someone from dispatch will ring me yet here I am still stranded. I've had to pay out for a taxi to get my wife and my 6yr old son home and I'm now also going to lose a days wages as I'm going to miss work. Unhappy is an understatement.”

Helpful Report

Posted 2 years ago

“Hello I am copying and pasting the original complaint that I made to the following address on the 18.11.22,, breakdowncustomercare@rac.co.uk, when this incident happened,. I was given that address when I phoned up the RAC asking for an address to complain to. I have received no response from that address. You treated me in an absolutely disgusting manner, that is not hyperbole, you LITERALY treated me in an absolutely disgusting manner and then completely ignored my original complaint!!!!!!!!!!!!!!!!!!!!!!! BELOW IS MY ORIGINAL COMPLAINT SENT ON THE 18.11.22, (WHICH YOU HAVE IGNORED SO FAR) I want to make a formal complaint about the appalling lack of customer care that I have received from the RAC today. I reported a break down at about 10.00 this morning. My cars brakes had failed. Your failure to resolve this situation equitably, has left myself, my partner and our baby stranded! When your breakdown person eventually turned up, about 4 hours later. He refused to tow my car to the local garage, and he was extremely rude and abusive. He said the problem with the brakes was a pre-existing fault. Firstly, he said it was a known manufactures fault with this model of car and then when I complained about this he changed his story to say that it was a pre-existing fault because of my MOT paperwork. That is also nonsense. My car had passed its MOT on the 1st of November and the only notes were things which were advisory to be looked at during its next service, so it is not reasonable to say that there was a pre-existing fault. If there was an actual FAULT with the brakes, it never would have passed its MOT on 1st November. That cannot be a reasonable interpretation of the MOT paperwork. It was plain from the outset that this young man was looking for any opportunity to levy additional charges against me. He wanted to charge me £18 for putting some brake fluid into the car to test the brakes and then he wanted to charge me £150 to tow me about two miles to my local garage. I told him that I wanted to make a formal complaint because I did not agree that there were any pre-existing faults with the car, and I considered his interpretation of the paperwork to be unreasonable and his attitude to be predatory and perfidious. He told me that he would phone his boss to get the ok before going ahead and charging me. He spoke to someone on the phone for a few seconds, when I asked to speak to his boss myself, he was very rude and abrupt and completely unhelpful. I told him that I wanted to make a formal complaint about his intention to levy unreasonable charges and at this point he became very abrupt and unhelpful and that soon escalated into him being outright abusive. I asked him to just wait a moment while I called my garage to see if they would tow it more cheaply as £150 to tow me for a couple of miles seemed very expensive. At this point he stormed off, saying "I don't need to wait for you," although he had only spent a maximum of ten minutes with me, and it was not like I was keeping him waiting, he just did not want to be helpful. He upset my partner who had come outside with our baby to try to help communicate with him because she is Polish and thought it might be better to communicate with him in his native language as she thought that he maybe did not understand me, but in fact he was just being deliberately difficult and unreasonable. When he stormed off he left the bonnet of my car up and filler caps unscrewed and strewn around. I tried to flag him down to address this, as he had driven the wrong way up our road and then realised that he could not get out that way, he did not slow down and might have easily nocked me down, he shouted something abusive at me as he drove past! I have never experienced anything like this in all of my years, and I am really shocked, upset and disgusted by the terribly poor service that I have received. When I phoned again on the 0333 2000 999 and 0330 1591111 numbers, they refused to escalate my formal complaint and refused to send out anyone else to help me. I had paid a premium to be towed to a garage in the case of a breakdown that cannot be fixed at the side of the road, you failed to discharge your obligation to me and have left me with an undrivable vehicle and out of pocket in terms of organising it to be towed to a garage. You have dealt with myself and my family, during a time of need and stress, in a predatory and perfidious manner, we had a baby with us and no concern was given to either my partner or our babies welfare in this situation. Your operative simply drove off and left us stranded and abandoned. Furthermore, your operative was rude, aggressive and belligerent and completely unreasonable in his attitude toward myself and my family! I want to make a FORMAL COMPLANT about this. I want this situation escalated, and I want to know what you are willing to do as regards restitution for the stress we have been placed under and the extra expense that we have born as a result of your failure to discharge your obligations to us. My membership number is: 200110002834307”

Helpful Report

Posted 2 years ago

“When it went wrong, it went badly wrong. First (and last) time I called them out it was 11.30pm in November in a city centre multi storey car park. They didn't phone to check my details or location for 4.5 hours, then there was nobody available to come out. At 7am I was told someone MIGHT be out to me in the next 90 minutes. Lone female stuck in a freezing car park overnight and I wasn't a priority. After eight hours I gave up on these clowns and will be writing to find out why they can't meet a basic service. Avoid at all costs.”

Helpful Report

Posted 2 years ago

“Avoid at all cost, save your money - you’ll likely need to pay for a tow anyway. Broke down at 11:30am. Didn’t get towed until 5:45pm, only to be dropped off at a services to have to wait 3 more hours for another tow after paying £355.”

Helpful Report

Posted 2 years ago

“They refuse to tow me to a garage after my brakes failed, despite the fact that I had paid for this level of brake down cover. They claimed it was a pre-existing fault so they wanted to charge me £150 to tow me! First, they said it was a known manufactures fault with the car, then when I challenged that they tried to justify it on the basis of my MOT paperwork. My car had passed its MOT two weeks before, but an advisory on the MOT mentioned that the brakes might need looking at during the cars next service. I showed them the paperwork, being naively trusting, thinking it would help them diagnose the problem! Instead they jumped on that in order to justify trying to charge me £!50 to tow me 2 miles. They were actively LOOKING for any opportunity to charge me extra for the recovery service I had already paid for. When I asked the young man to wait for a moment while I phoned my own garage to check if they would tow it more cheaply, he became quite abusive and stormed off leaving my bonnet up and filler caps strewn over the ground! They were VERY unprofessional and unreasonable. Their attitude to me when I was in distress was predatory and perfidious. I have been a member for years but got a very nasty shock when I actually needed their help! membership number: 200110002834307”

Helpful Report

Posted 2 years ago

“Rang rac to be told we won’t come out to your burst tyre, we had a large tear in tyre we were really lucky not to have crashed or lost control. We were both rather shocked by the loud bang Rac said we call that an accident ring your insurance company! Who knows their insurance number We were on a busy narrow road fast traffic, my husband couldn’t get the very tight nuts off the wheel he’s over 70 is very independent and tried hard. We had our dogs in the car now tied to a fence post. Fortunately a chap stopped and helped us after 30 mins. What have we spent the last 45 years paying the RAC for? The assistant was not helpful saying this is recorded we are not going to help you, it’s not our problem find another way yourself, when I got home there was a RAC van and they were working on their broken down car! If they don’t help when you need assistance we will need to try another company AA Green flag there’s lots of them. Very disappointed with the results of my call”

Helpful Report

Posted 2 years ago

“Hello I would just like to What ever you do do not purchase break down cover from the RAC. They offer a substandard service. When you need them the most they will let you down. Please choose the AA. This service is so much better the customer service is perfect.”

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Posted 2 years ago

“MYTH You and whoever recommends you to join RAC, will both receive a £25 M&S voucher. FACT You won't receive a voucher and when you chase with customer service, they will ignore every means of contact until you give up.”

Helpful Report

Posted 2 years ago

“Car broke down at 2pm, finally collected at gone 12 midnight, left waiting over 10 hours. Constantly given the wrong information, Akila and Manny in particular couldn't have cared less about the amount of time spent waiting.”

Helpful Report

Posted 2 years ago

“Terrible company phoned up to cancel membership all OK then get a snotty letter saying I owe a £8 cancellation fee and has to be paid inside 7 days why not mention that when I cancelled and could have bn sorted on the spot”

Helpful Report

Posted 2 years ago

“If got rac garage and parts cover and if just phoned up and asked about a part that as been picked up when my car was in the garage and they just told me that this part is not covered. Wot a joke you pay good money for the cover to be told that is not covered. So thay selling you something that you will never use. So please please don't get this on you cover you never get the use out off this.I had to put one star to put this.”

Helpful Report

Posted 2 years ago

“Flat battery in Inverness. Was told to expect them in 240 minutes. Is 4 hours what they consider acceptable? When the guy arrived he was flustered and sweating. The RAC seem to be trying to do things on the cheap. Nowhere near enough mechanics on the road.”

Helpful Report

Posted 2 years ago

“Rubbish company, waited so long I ended up paying a local company to recover my car instead. Waste of time and money having a membership.”

Helpful Report

Posted 2 years ago

“Absolutely terrible service. They kept my wife and children waiting 4 hours on a busy road. We have now cancelled the membership and joined the AA.”

Helpful Report

Posted 2 years ago

“These people are awful, they con you. Do NOT buy breakdown cover with them! Be aware.”

Helpful Report

Posted 2 years ago

“Hi It was about last night 7 November around 10:15 pm at night we called them as we were more than 1 mile from home and we had a break down I have a family of 2 kids age 4 month and 2 year old along with my wife , they gave us 270 minute time and which is more than 4 hours we even explained on call we are on a easy reach location where they should have teams available our tire broke down and we even had a replacement extra tire still they didn’t send anyone till 3 hours or more and told us the wait can even prolong to 4 hours more so it means if you need their breakdown coverage and something happens you have to be there for 8 hours ??? Are you for real very disappointing and very sad highly angry and dissatisfied customer”

Helpful Report

Posted 2 years ago

“I asked to wait from 11:39 until now 19:22 nobody showed almost 8 hours of waiting. I'm paying the maximum the top level of breakdown, I will change to the AA”

Helpful Report

Posted 2 years ago

“Awful customer service. Non-responsive and customer service team frankly couldn't care less. I would avoid RAC and choose a different provider if you can. When things go wrong they are awful at setting things right. My story - Upon breaking down due to a clutch issue. RAC took my car to a local repair shop and informed me that I would be contacted soon about repair - they agreed to reimburse me for my travel costs back home and subsidise the cost of the repair. The car was then forgotten about and it took hours of my own time on calls to understand what had happened. Its extremely difficult to get through to the right people on calls and on emails they auto respond and say they will contact within 20 working days. I finally got the car back 7 weeks later after a clutch change. Upon returning the car they had also now broken the wing mirror and refused to pick up the bill to fix it As the RAC used a 3rd party agency to drop it back home - so now I am forced to try and contact this agency to repair the wing mirror and pay for that too. Further I'm still awaiting for them to reimburse me the costs of my travel expenses and subsidy to cost of repair of the original clutch issue. Its been 3 months since the original issue. Needless to say an absolute nightmare situation and has cost me many hours of my time, weeks without a vehicle and further costs to repair the wing mirror. Upon complaining further to the complaints team - their internal review found no reason to compensate me any further. Madness! Shambolic service. Avoid them if you can!”

Helpful Report

Posted 2 years ago

RAC is rated 1.4 based on 2,956 reviews