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Review of the RAC, Breakdown Cover:

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Shockingly bad service - left stranded 2am, sub zero temperature, two small kids and 5 hours wait for a jump start! And they think that is fine!

Shockingly bad service. RAC seriously gone down hill and should be avoided if you expect quality customer service. I was stranded in centre of Birmingham (few miles from RAC HQ) with a flat battery. 2am, freezing conditions with two small children and needed a jump start. I used the app and it told me someone would be with me in 5 hours. Obviously I assumed this was an error and called to speak to a human who also informed me they marked my case as “urgent” but was told 5 hours to get to me. I pleaded with the CS as kids were really cold and upset and was told they had “lack of contractors available” and “nothing can be done”. In the end my parents travelled from Leicester to rescue me with some jump leads. (Only took them 40 mins to get to me :-)). The next day I used the RAC complaint procedure and had automated message back saying RAC would review the complaint and get back to me within 20 working days. 30 working days later nothing! So I chased, nothing. 35 working days I chased again, nothing, and again, nothing. Then over 2 months after submitting the complaint I got a response basically saying the service they provided is normal and they saw nothing wrong claiming they were busy at the time (2am with hardly a car in the road). They don’t guarantee the response time and five hours for an “urgent” case is absolutely fine. In the end they shut me down saying nothing more can be done and closed the case. It’s just terrible, disappointing experience start to finish. Don’t rely on this service, you pay a premium and expect RAC to be there to help when you need it most. But you don’t get what you pay for! (And complaining about the poor service takes months and gets you nowhere). Spend your money elsewhere is my advice. Reviewed on: 20th June 2023

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