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Helen Sweet

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Review of the RAC, Breakdown cover:

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An appalling lack of care and service from the RAC...

An appalling lack of care and service from the RAC My 18‑year‑old daughter and her three friends (aged 17–18) broke down at Thorpe Park. They called the RAC at 6pm. No one arrived until midnight. During that time, we discovered that a patrol had been mistakenly sent to Thorpe Park Gardens—over 2.5 hours away. At no point had anyone from the RAC checked or clarified their actual location. Little care was shown for the fact that four young women were stranded in a vast, deserted car park late at night. I phoned the RAC to explain that they were anxious and felt vulnerable, only to be dismissed with, “What are they worried about?” When a patrol finally arrived, he immediately confirmed that the car was not drivable—something we had repeatedly told the RAC since 6pm. He also reported that the girls were vulnerable and should be prioritised for transport home. He then left. It was another hour before a taxi arrived. Two taxis refused to take the job because they didn’t want to drive to Wales. During this time, the RAC phone line did not answer our calls, leaving us extremely concerned about how the girls would get home. The girls were told that someone was on their way to collect the car and were instructed to leave the keys with it. We understood this would be for a short time. However, when they arrived home at 3.45am, the car had still not been collected. I was repeatedly assured that the car would be recovered before Thorpe Park reopened at 10am. It was not. I alerted the RAC that the car was parked just beyond the exit barrier and would cause an obstruction when the park opened. I also raised concerns about my vehicle being left unattended far longer than I had been told. Throughout this ordeal, I had to call the RAC multiple times because I was not kept informed. I received contradictory information—at one point I was even told the car had already been collected, which was untrue. I was promised several times that someone from the “special intervention team” would call me. I received only a couple of inadequate text messages, and they did not respond to my replies. I was repeatedly told there was “nothing they could do.” The car was finally collected at 12pm—42 hours later. I was not informed when it was picked up or when it was delivered to the garage. The service has been unacceptable on so many levels. The lack of care for my daughter and her friends’ wellbeing and safety was shocking. The disregard for my concerns about my car being left unattended and obstructing an entrance for such a long period was appalling. This has been the most frustrating and disappointing experience. I have been with the RAC for 30 years, but after this, I will not be renewing my breakdown cover.. I have been with the RAC for 30 years. I will not be renewing my break down cover again after this. Reviewed on: 11th April 2026

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