On Sunday 16th July my car unfortunately broke down just before 21:45. I called the RAC emergency breakdown number being an RAC member to ask for assistance. I was advised a patrol would be roughly 45 minutes which was all fine as I wasn’t in any kind of danger. The friendly patrol guy turned up, I explained the issue and he explained what he intended to do to try and get me back on the road. The issue looked to be related to the calliper on the back wheel of my car which had somehow removed the brake pad completely from its seating. The engineer explained that he wouldn’t be able to fix this at the roadside and would need to recover the car. During this discussion he explained to me that I have part and labour cover to the value of £750 with my RAC cover and the issue would be covered by that warranty. He said my car would be recovered to my home address due to the time of day (roughly 22:30) and then tomorrow the RAC would contact me in the morning and the RAC would recover the car again to the garage for the warranty work to be completed. He then called up the RAC warranty line and left them a voicemail where he asked them to call me back the next morning to arrange the recovery from my house to the garage and have the warranty repairs completed. He then found on his laptop a garage that was close to where I lived which was one of your approved garages. The patrol guy then packed up his things and said the recovery vehicle was on its way and he could do nothing else to help me and left. About an hour later a flatbed recover truck appeared and the car was loaded using a rear skate on the wheel since it was stuck due to the calliper issue. The recovery truck brought my car the address I had given him and he unloaded the car in a large carpark next to my house which is free of charge to use and off he went. On Monday 17th July 2017 it had reached 11am and Id still heard nothing. I decided to call the RAC warranty line to ask them for a progress update. The person who I spoke to said that they could not deal with the recovery of my vehicle to the garage and I would have to call RAC breakdown. This seemed odd since the patrol last night had left them a voicemail for them to contact me about the breakdown. I called up RAC breakdown and explained the situation. The lady I spoke to was extremely rude who said that ‘I can’t expect a 2nd recovery, each breakdown comes with 1 recovery. If I wanted the car recovering to the garage it would cost me £85’. I was truly gobsmacked by this! At no point was I told this previously and even trying to explain this to the very rude woman I got nowhere and ended up hanging up on her. I phoned back again and spoke to someone else which was much more reasonable. They explained that it all needed dealing with by the warranty line so I was passed back and forth between 5 or 6 different people until I got through to someone called Chris. I explained the full situation to Chris who placed me on hold and then said that a recovery truck had now been dispatched to recover the vehicle to the garage for the repairs. He said he wasn’t sure how long it would take but they would give me a call before they would arrive. Some 4 hours later around 2pm I received a phone call to say the recovery vehicle was 15 minutes away. When the truck turned up I knew something was wrong. They had sent a standard style towing truck not a flatbed. The guy took one look at the vehicle and decided he could not recover the car with the vehicle so he left. I had to then call the RAC yet again to explain this where I was put on hold and was told another truck would be dispatched that was capable of dealing with the vehicle. 2 hours later I got a phone call to say the recovery vehicle would be there shortly and sure enough the recovery vehicle turned up and loaded my car. He had instruction to take it to Autoclinic, Bridgnorth Rd, Madeley, Telford TF7 4JB which is one of the RAC approved garages for warranty work. We proceeded to the garage and upon arrival I expected the garage would be aware of us attending but they hadn’t heard anything about it. I explained the whole issue to them and they said they would call me when they had diagnosed the problem to get me full details for the warranty. The next day they called me and I gave them all the appropriate details. Within 10 minutes of that call ending he called back to inform me that RAC warranty would not cover any of the issues found on the vehicle! Again I was gobsmacked since your patrol has already assured me that my RAC cover would get my car repaired without it incurring any costs to me! He gave me a figure of £650 to fix the issues on the car. I asked him to leave it with me as I wanted to speak to RAC myself. After speaking to the warranty line they informed me that cars over the age of 15 years and not covered by your parts and labour cover!!! When I took out the breakdown policy the car was under 15 years old but when the car turned 15 why did you continue to take the same amount out of my account each month knowing all full well I couldn’t benefit from a service you was charging me for. It’s absolutely disgusting!!!!!! So all along I’ve been given false information and several different stories by all the different staff members I’ve spoken to at the RAC. It all seems like the RAC conjure up any kind of excuse to get out of helping a customer in need it’s a complete joke. Considering the car is 15 years+ now and a cost of £650 I had to consider if it was worth paying for the work myself since your failure of a service has epically let me down! I decided to get another quote for the work doing and I’ve received a cheaper quote elsewhere. Today 19th July 2017 I attended Autoclinic to let them know I was taking the car elsewhere where up-on they refused to let me have MY car back until Id paid £45 for the time they spend investigating the issue! THIS IS NOW TURNING TO A COMPLETE UTTER JOKE. YOUR APPROVED WARRENTY GARAGE DIAGNOSED THE EXACT SAME ISSUE AS YOUR PATROL DID AND IS EXPECTING ME TO PAY FOR THE INFORMATION I ALREADY HAD WHEN I WAS UNDER THE PRETENCE THAT YOUR COMPANY WAS TAKING MY CAR THERE FOR FIXING UNDER WARRANTY!!! I WANT YOU TO GET MY CAR RETURNED TO ME IMMEDIATELY!!!! AND I WANT ALL THE PREMIUMS I’VE PAID SINCE MY CAR TURNED 15 (JULY 2016) RETURNING TO ME THAT YOU’VE BEEN CHARGING ME FOR KNOWING FULL WELL I COULDN’T USE. At the minute I have no car and an extremely poor view of the level of service I’ve received. When you pay for a service you expect to get exactly what you’re paying for but it has fallen way short.