We will never renew our membership with the RAC again!! We have been loyal members for years, and service has always been excellent. I do not know what has happened since we last had to call them out, but the level of service now is almost non-existent. I wish I could leave negative stars. My husband's car engine shut out after driving through shallow standing water. He notified the RAC at approx 9.45am, using the very user-unfriendly app. He was told a recovery vehicle would be with him between about 2pm-5pm, and the app would be regularly updated. When nobody had arrived by about 4.30pm, and the app had not been updated, we phoned a few times and were told such different things by different people. The things we were told were not only inconsistent, but incompatible and downright untrue. We were told, amongst other things, that nobody was coming as driving through standing water is not covered, that somebody did come, but my husband was not with the car so they left a note on the vehicle (absolutely not true), that they couldn't get to the vehicle due to flood (not true, as I got to it to bring my husband some food), that they had assessed it's position and couldn't tow it (not true, we had it privately towed the next day), that a manager would phone us (this never happened). At one point they even advised us to call 999 and tell them our car would not start. We didn't do this, it would be a complete abuse of the 999 emergency system, but the RAC seemed to think this acceptable advice! At 6.30pm, I collected my husband myself, and we left the car where it was overnight. It turns out that the RAC will not recover a vehicle damaged due to flood water. This should be made clear in the policy. However, that being the case, that should be made clear when a breakdown is reported. Customers should not be told that somebody is coming for seven hours, and then be told that it is not covered. We had to privately recover the vehicle the next day, a Sunday, having wasted the whole of Saturday waiting for the RAC in the cold, wet, and dark. We complained, the RAC acknowledge the service fell short and apologised. They even acknowledged that we had been told various things that were simply not true, so they had lied to us. They said they were sorry, and this was the end of the matter. There was no goodwill gesture offered, no explanation as to how this had happened, and no information as to what steps would be taken to ensure the system is improved. The RAC have gone from an organisation that I trusted and relied on, to an organisation of dishonesty and disappointment, with an attitude that they don't even try to hide which clearly states "we don't care about you, or your vehicle, or that we lied to you, or that we let you down." I shall never, ever renew my membership with them again.