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Tom D

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Review of the RAC, Breakdown cover:

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My car broke down on the hard shoulder of a busy mot...

My car broke down on the hard shoulder of a busy motorway at 2pm. I immediately used the app and got told it would be between 530pm and 830pm before I would get dealt with. I then called them and got told this is incorrect and being in a dangerous position I was a priority and would be sorted within next 30mins. An hour later I called and enquired where my recovery was. They said no one had been assigned to me by mistake and a manager would ring me back. Another 15 mins went by. The call came a lady who was solely focussed on explaining garages were shut and if we drop you at home you would have to pay to sort car as we don’t pick up from the place we dropped you off. I said okay. They then an hour later sent a recovery truck and mechanic. But he was only to diagnose the issue and move me to a services. So I waited another 2 hours until a recovery truck picked me up. Took 8 and a half hours from breakdown to getting home which was an hour away. I complained and explained the level of service was grossly incompetent and asked to speak to a manager to escalate this and basically got told no and here’s the £40 excess you paid back. Truly awful experience. Would highly recommend never using them. Very poor customer service and no want or desire to help someone who was sat on a hard shoulder for almost 3 hours. Reviewed on: 7th September 2026

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