Appalling Service My Complaint Initial call at around 14:00 went fine got an estimated time of around two 2hrs, I notified the call operator than this is a mobility vehicle and we have a disabled person on board and would need a wheelchair taxi to transport her home, I was told this gets arranged when the recovery arrives. I received a call around 15 minutes later asking were is the vehicle going to, to which I answered I don't know its a mobility vehicle and needs repairs as it is undrivable. Anticipating problems I called some taxi firms no wheelchair taxi's available. I then proceeded to arrange alternative transport as the weather conditions were freezing and light was failing.. At 16:00 I called RAC again asked for progress and was put on hold for around 2 minutes. The operator then said they were waiting for me to call them back with an address to where the vehicle will be taken, once again I said I don't know as it needs repairs,. At this point I was discussed as I was not told this in the initial call and follow up call (Please listen to you recording) the operation was rude and said I should know this. I was then told that the vehicle would not be recovered until I had a address to where the vehicle would be taken. (This is absolutely appalling as there was a disabled person in a wheelchair still in the vehicle in freezing conditions (this person is wheelchair bound has a swallowing disorder and needs specialized food and drink.. Your call operator would not listen and the alternatim stood if I don't give a address to where the vehicle will be taken no recovery. I said that they can take the vehicle to the owners home address and gave the operator the address. I then informed the operator that the vehicle was going to be left at this stage to which I got a rude reply that then he would close the job. At this point and before this point I was fed up with the operator's lack of knowledge or understanding and may have become somewhat agitated that this person would not listen and kept telling me to listen to him. I left the vehicle there and took the disabled person and her support staff (the driver) back to her home as all attempts to reason with your call handler had failed. I then complained RSA Motability and they then took the recovery further. I received a call from RAC at around 6pm letting me know that there was no RAC recovery vehicle and that this job had been outsourced. I was asked to return to the vehicle, I explained that this was not going to happen and once again explained the circumstance as to why we left the vehicle, this call operator seemed more understanding and said they would put a note on file. I then received a call around 9pm from the recovery company (who were professional and I cannot fault anything they spoke to me about) to get directions to the vehicle. RAC Response Thank you for taking the time to contact us. I'm xxxx and it's my job to look into your experience and let you know what happened. I understand you were unhappy with the attitude of our Breakdown Specialist on this occasion when you called during a breakdown on 13 December 2022. Whilst I'm sorry you've felt the need to raise concern, I can confirm my colleague was correct in their advice. RAC does not know where a vehicle needs to be taken and it is down to the customers to check with their insurance and let us know the tow destination. I apologise for any misunderstanding and I'm sorry you feel aggrieved by the situation. Our customer's satisfaction is of paramount importance to us and I'm very sorry you weren't happy with the way your call was handled. I'd like to thank you for contacting RAC and I assure you that in no way was any discourtesy intended towards you. Just so you know, I've passed on your feedback to the relevant team to make them aware. The RAC has been around for 125 years, and feedback from our members has always helped us improve our service. Thank you for taking the time to bring this to our attention. Yours sincerely