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Review of the RAC, Breakdown cover:

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Avoid RAC at all costs!

Avoid RAC at all costs! Over promise and mis-selling for breakdown cover and tow service. Raised a complaint with reference no. CC56520139 regarding the company’s over promise about the tow service. After our car broke down on 18 Jul morning, we called RAC for assistance. The staff provided us tow service information and asked if we need break down cover. At that moment, minimal information was provided by the staff. We didn’t have much information about the service and details of the policy. The staff also didn’t mention there is a cancellation charge for the policy. However given that we would like to settle the case soon, we agreed to pay upfront to start the services. After around 2.5 hours, a truck came. The driver asked us the destination. Since we were in the middle of the trip and didn’t know what was available around the stop point. We tried to check with the driver for advice and the garage service nearby. However, he said no information or advice could be provided. This is totally different from what RAC mentioned on its materials on Website that professional advice will be provided by trusted partners. He said what he could do was towing the car to the designation we provided. As a result, we have no choice but to ask him to tow the car to our home area Manchester. Driver said he checked with RAC and it was ok to arrange another truck for that. We then waited for another half an hour. No one came and we called the RAC again to check the status. To our surprise, the staff said Manchester was not covered due to the distance limitation. A surcharge of £600 was required. This is totally nonsense and not what we agreed. After transferring our call to many teams, we finally got no solution on our case with a long for more than 4 hours. The staff told me this was because I bought the policy on that day, some of the cover won’t be available until the next day. This very important information was not provided by the staff who sold the policy to us. With a long conversation which our call was transferred to different teams, the only suggestion for us is to pay £600 to tow our car. I then requested for a full refund of both the tow service and the policy as they were totally not fitting our needs and not matching with the service level promised by RAC. The staff told me that I could only get back the full amount if I cancelled the policy. Again this was not mentioned during the sale of it. The staff also queried about why we cancelled the tow service and asked the driver to leave. Actually, we didn’t asked him to leave. That was the driver said another truck would come and take us to Manchester. Again, only 10 miles cover without any advice on which garage available is totally useless. It was also misleading to ask us to further wait at the point. I can’t see the service quality of “professional and trusted partners” offered by RAC. Now, RAC just agrees to refund the policy premium and rejected to refund the tow fee even they provided towing service. A totally ridiculous and non-professional company. Reviewed on: 18th August 2026

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