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Daras Rich

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Review of the RAC, Breakdown Cover:

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Astonishing bad attitude to customer service

Absolutely terrible customer service and appalling attitude when you make a complaint: Apparently, according to their response, our expectations were too high. Should we have expected better than the following?: Taking over 25 hours from them establishing that recovery was necessary, to getting us the 118 miles home. Getting almost zero updates/information during all of that time, about what was/wasn't happening. (What little we did get was almost entirely incorrect). Being given false promises and lies just to get us off the phone. Discovering twice that the 'trusted partner' recovery companies were not prepared for the fact that we also had a trailer because the RAC hadn't bothered to tell them*. Discovering when the second truck arrived, that he could only take us 46 miles. Being dumped in a lorry park from 9.15pm for 16 hours. Discovering after the arranged time for a third truck to be there, that the RAC hadn't bothered to arrange anything at all. Being told at 9.40pm (7 hours after the first recovery was arranged) that a truck would eventually be with us in 3 hours only to find out later that the reason it didn't arrive at all that night was that they didn't actually request it*. Being told at 2am that we could claim back some of the expenses that we had incurred due to being left stranded but then being given incorrect information about how to claim it back. Being told at 2am that we would get a phone call around 7.30am to tell us when a truck would arrive and having to chasing it up 2 hours later because still nobody had phoned. Being told at 9.45 that it was on its way, to then later finding out that (again) they hadn't actually requested it and still didn't request it until over an hour later, and again, they forgot to tell them we had a trailer!* (*I have received evidence from the 'trusted partner' recovery companies regarding the information supplied by the RAC and the times and content of communications between the parties). Obviously we lodged an official complaint at the time and asked them to call us within a few days of our return. They ignored it: we heard nothing so I contacted them again 18 days later. When they finally decided to reply, they said things like "sorry to hear how disappointed you were"..."on this occasion we failed to meet your expectations", rather than any regret about the level of service they had provided. They told us a different way to claim back our expenses, which we have done, and they have ignored that too. They have not bothered to provide any information about their complaints procedure, (if they have one). They have basically taken absolutely no responsibility at all for anything and they obviously just don't care about the ordeal they put us through. Perhaps they will care about the publicity that will follow. Reviewed on: 29th September 2022

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