RAC Reviews

Name: RAC
Rating: 1.43

1.4 Rating 3,009 Reviews

10 %

of reviewers recommend RAC

Company Reviews

Questions

Metrics

1.4

Based on 3,009 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 18%
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

“I have a policy with you through Esure car insurance and have broken down at 9:15 am today 6/1/23. At 10:30ish am I got a message saying 'we are sorry if you are still waiting!' I have called 3 times since then to be told someone's on their way, the first time was 1 o'clock, the second was 4:30 when I was told by one of your representatives that Celtic recovery, the company you have chosen to sub my recovery too havnt got the resources to do it so he was going to reallocate and escalate my recovery request. He also told me that a manager would be in touch with me with an update within 45 minutes. I've heard nothing back! It's now 7pm and I've just called again to speak to someone else and they've done the same thing, rang Celtic recovery and again they've said there busy but still have the job to recover my vehicle logged but can't give an ETA! I'm ten hours in now to what seems like an endless wait for a recovery! No food, no drinks, no heating, no hazard lights now as my battery has run flat seen as they've been on so long! So parked in a black car on a main road hoping that nothing hits me! Way to go to making your customers feel safe and valued! Any contact I've had with you after your 10:30 am text to say sorry your waiting has been made by me, that's discusting customer service to just leave people waiting not knowing for best part of the day! thankfully my only rejoicing moment is that this didn't happen yesterday with my son and partner in the car! My policy is up for renewal at the end of January. I doubt very much you'll see me again, nor any friends, colleagues or family of mine!”

Helpful Report

Posted 2 years ago

“Broke down on the m5 yesterday at 230pm The rac left us there at the side of the motorway for over 9 hours we had a child and a disabled adult Out in the rain and wind The service we received was disgusting rude unhelpful staff In the end we had to get a family member to pick us up 150 mile each way We abandoned our vehicle The rac are not fit for purpose Please don't waste your money with them.”

Helpful Report

Posted 2 years ago

“DO NOT USE THE RAC THEY SHOULD HAVE RECOVERED MY VAN 5 DAYS AGO BUT STILL NO SIGN, LOST COUNT OF HAW MANY TIMES I HAVE RUNG THEM AND ALL YOU GET ARE LIES FROM BAD ATTITUDED STAFF . MUST BE THE WORST SERVICE IN THE WORLD , DO NOT JOIN AS THEY CANNOT PRAVIDE THE SERVICE THAT THEY WANT YOU TO PAY FOR.”

Helpful Report

Posted 2 years ago

“Phoned up with a flat Battery at 7-30 pm,call handler said four to five hours as no patrol in area,phoned at midnight for a update,was told would be phoned- nothing!!Now 5-30 am just been told to arrange for today ,I've now got to get a bus to work ,let's see if you come out this evening at 7pm?”

Helpful Report

Posted 2 years ago

“I have never in my lifetime dealt with a group of people so unhelpful and nonchalant! My car breaking down was bad enough, but boy, did your team make sure to make it the most horrific experience of my life! My car got stuck in mud at about 5pm today, I eventually managed to speak to a member of your team after 6pm, after waiting on the phone all the while. I explained how dire the situation was, that I needed to retrieve the car tonight in order to go to work tomorrow. I have no other means of getting to work (there is no bus to take), and I would not only not get paid if I do not go to work as I am a locum on a zero hour contract, but there were even more serious consequences. He advised that it could take up to 9.30pm for the patrol to arrive and since I could not stay there till that time, I asked to be called or texted before the patrol team came so I could get back to the location of the car. He assured me he had taken note of this information and that I would receive a call or text message 20 minutes prior to the patrol team coming. After not getting any update until 8.30pm, I phoned back only to be rather happily informed by another lady that the contractors had been and left! I called the contractor, and they told me that they had sent a message for your team requesting for approval to use a 4x4 to tow out the car and that they were still waiting for your reply. I asked the contractors why they did not call me when they were going to the car location, and they told me that they were not informed by yourselves that I needed to be informed. I again phoned back your team and was told someone was speaking with them and that another contractor would be contacted if the commissioned contractor could not sort it. I was asked to wait for a call back within 20 minutes. After waiting about an hour without getting any update, I phoned back just before 10pm and spoke to yet another member of your team who then told me it was too late to retrieve the car tonight. He told me - THE FIRST TIME ANYONE HAD MENTIONED IN ALL THIS TIME - that I needed to pay £65 as roadside side and recovery cover did not cover the use of such equipment. Even if I paid that, it was too late to retrieve the car tonight, he said. I asked if another contractor could be commissioned to retrieve it tonight but he told me he did not have the access to do that. I requested an escalation but he explained he could not escalate it as it was past 10pm at that point. I phoned back the contractor to sort the payment and they told me it was £170 that I had to pay, not the £65 that your team had told me! So here I am, almost at midnight battling frustration and sleeplessness, knowing that not only will I lose my income by not working tomorrow as the car has not been retrieved but also having to part with £170 out of pocket - all thanks to the nonchalant manner in which your team handled this from the very first call! This is the first time I have ever called RAC for breakdown and it has been nothing short of a nightmare! One would think that the whole point of having a breakdown policy is to get help in that stressful period when you have a breakdown. Unfortunately, the only time I needed RAC to come through for me since paying for the policy, RAC not only failed me but turned a difficult situation into a most distressing one! You failed me at every step!”

Helpful Report

Posted 2 years ago

“DON'T USE RAC We broke down this morning and reported it to RAC at 7.45am. We were 3hr 30mins from home. It's now 19.20. We have been in two different pick up trucks, the last one dropping us off an hour from home. I have two kids in the car (we started our journey at 3am). There are no trucks available to take us the last hour of the journey. Apparently it has to be divided into 3 legs as its too long for one driver. RAC said they would call us in 45 minutes with an update. Its freezing cold and as the engine won't start, there is no heating in the car. I can't believe the last truck wasn't allowed to take us home. I understand it is very busy today but it's taken over 11.5 hours to travel 2.5 hours. My kids are in tears. Don't use RAC. They don't fulfill their promises.”

Helpful Report

Posted 2 years ago

“No stars for the RAC they take your money and cannot provide a service. Broke down waited 5 hrs and in the end got a local garage myself. The guy turned up in the end 6 hrs later and didn't even apologise. Lost my keys on boxing day I have replacement key cover was passed to a third party insurance company called CPP who refused my claim . I've no idea who CPP are I thought it was RAC . It cost me nearly £500 for new keys and I was 250 miles away from home NEVER USE THE RAC scammers who do not provide a service.”

Helpful Report

Posted 2 years ago

“If I could leave 0 stars I would. My car broke down on the 20th December 2022, I was left waiting for over 4.5hrs, no-one turned up, I was left stranded 10 miles from home. Had to abandon the car and make my own way home in the dark. Registered a complaint for the return of my premiums paid, this was refused. Now taking my case to the FOS under the Consumer Rights Act 2015 for poor Customer Service and my money back. And the Usual Copy and Paste Reply from The RAC No Show Breakdown Cover is: Good morning, I'm sorry you have been left unhappy with your experience with us and can fully appreciate your frustration. To help us look into this further for you please feel free to send the full details on the complaints form via the link below: Thanks, Kam My Reply to the RAC – Hey Kam, read my feedback it has already been to your RAC complaints.”

Helpful Report

Posted 2 years ago

“I broken down 2 weeks ago and have the top level cover . And I due to stress levels and truing to get home safe from the dark .I forgot what my cover intailed. As I was 48 hours late I am now not able to get help or another form of transport. I have decided after 14 years to terminate my policy .and now have found AA have been extremely helpful and customer service has been excellent.”

Helpful Report

Posted 2 years ago

“I would never recommend RAC Breakdown Cover, not even to my worst enemy. Basically they take your money and when you need help they mess you around for days, hoping you'll give up and go away quietly. I had the top level of cover and had been a customer for 5 years. To say their service is shockingly bad, is an understatement. In June, I broke down 200 miles from home. It took 3 days for the RAC to get me and my vehicle home and involved being messed around terribly. There were dozens of phone calls, giving my contact details to a local garage without my consent and receiving stupid text updates every half an hour or so that were lies anyway. I was left stranded in a dark lonely location for many hours, twice, because they insisted I went back to the vehicle (a single female with health problems) and was only given a hotel room at almost midnight after I broke down in tears on the phone to their staff members who obviously had customer services training provided by the gestapo. To top all that, I was told to drive my vehicle after their mechanic 'fixed' it, despite the oil warning light being on and me saying that I wasn't happy to drive it in this condition. This resulted in an almost immediate breakdown and caused further damage that they would not accept responsibility for. As if that wasn't bad enough, I had the misfortune to need help again on 20 December. I broke down in a remote location and requested recovery to my home only 8 miles away. Long story short, I have been messed around for 8 days, including being phoned at 4.30am to arrange recovery for that morning, which did not turn up. I was expected to remain with the vehicle or leave my keys with it. When I refused, eventually it was agreed that the recovery driver would phone me half an hour before arrival so I could get there with the keys. After numerous phone calls from me to them, recovery finally happened today. The driver had not been told to phone me beforehand so had to wait unnecessarily and he told me that he had only been booked two hours before. I really don't know how the RAC have the cheek to sell breakdown cover as they either can't or don't want to provide it. I made one phone call to a local company and they could have got the vehicle the next day. I didn't use them as I had already paid the RAC for this service so I wasn't going to pay again. However, it does prove that the RAC obviously don't try very hard to find companies to assist when they let their customers down. They also had to cheek to email me about my upcoming renewal while all this was going on. You can guess how the phone call about that went!”

Helpful Report

Posted 2 years ago

“Terrible service and not one to be trusted. I am so upset by the distress caused I think the company needs to be banned.”

Helpful Report

Posted 2 years ago

“Absolutely rubbish! My 5 year old father was stranded for for more than 8 hours in the middle of the road with a snapped ball joint and twisted wheel in a busy residential area and still no-one turned up! My father had to call out a local mechanic to repair on the scene to finally go home! This service is absolutely ridiculous. They are fooling people into buying cheap breakdown cover for no service. People need to wake up! I've heard same stories about the AA where someone was told the waiting time was 72 hours!”

Helpful Report

Posted 2 years ago

“Went on the app . Was texted my wait would be 270 minutes at 1500 hours. Gave up in the end and recovered the vehicle myself. Not much use as a breakdown service. Renewal coming up soon. Will be looking elsewhere”

Helpful Report

Posted 2 years ago

“Make what you will of the following sequence of events: 17/12 initial breakdown, RAC contractor attended, said the car needed to go to a garage. I am 220 miles away from home. 18/12 car collected by contractor. Job marked as complete and delivered to my garage. 19/12 car and key missing. Garage have not received it. On ringing the RAC, they have no idea where my car is and cannot get hold of the contractor who took it. 20/12 RAC finally find my car dumped at a services approx 150 miles from home with the key inside a shop in the services. Report it won't be collected until 28/12. I have organised my own recovery at a cost of £300. RAC call handler completely unapologetic and has no idea if I'll be reimbursed. Absolutely speechless.”

Helpful Report

Posted 2 years ago

“My son's car broke down few miles from home. It took the RAC over 30 mins for them just to answer the initial call. When we got through we were told it would be a 4 hour wait, after 4 hours wait we were told it would be a further 6 hours, then we were told it would be 14 hours or next day.. All this while my son was stranded a a busy junction.. Eventually we organised our own rescue. The RAC is a waste of time and money”

Helpful Report

Posted 2 years ago

“Waste of time, I have home start but wouldn't come. They stated too busy and prioritising road side breakdowns. I can't get to work and work 55 Miles away from home. No contact from them and can't get to speak to anyone, what a company!”

Helpful Report

Posted 2 years ago

“Reported incident early this morning, roadsie assistance arrive 6 hours later tell me my car is okay to drive the 7 minutes to the garage, employee would not follow, car broke down. 13 hours later still waiting. Called twice 1 hour wait on each occassion to speak to someone, no further forward. Will be cancelling my contract and going to AA. This os not the first time, good weathwr bad weather doesnt matter”

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Posted 2 years ago

“Great service from the RAC. Phil from Halesowen came to me in Redditch this morning. Despite him being poorly he drove to Bromsgrove to get the part for my car and fixed it. Above and beyond what he should have done. A credit to the RAC. Fantastic service.”

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Posted 2 years ago

“RAC is Rubbish team, I reported the car broke down last night, and I went to work at 11 o'clock today, but no one responded. Would never use this lousy company. It is also a fraudulent company. I bought a free replacement battery and 4 tires. A few months ago, the car could not be started. The technician came and told me to start and run for 2 hours to keep charging. After a week, I paid for the battery installation. The tire puncture was the same result this time, and I paid for the tires myself. Please be careful with this rubbish service company.”

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Posted 2 years ago

“Absolutely shocking, 3rd-rate service. My daughter has only been driving for a few months - her car broke down on a cold, wet night at 1130pm. At 5am a local breakdown service eventually arrived, there being no RAC patrol available. The local operator hadn't even been requested until 3.30am, despite the RAC knowing my daughter was alone. Needless to say, we'll never pay for RAC cover again, and will spread the word as to the shocking level of service provided.”

Helpful Report

Posted 2 years ago

RAC is rated 1.4 based on 3,009 reviews