13th March 2018 14:40 vehicle broken down (Vauxhall) on star assistance pressed). Informed fault major stop driving. 14:50 on star called RAC wife informed she had (no cover). Wife stranded. 15:30 on star tried a second time to get recovery (no cover). 15:45 I cancelled rest of my days business returned home to sort out RAC 16:00 was informed by RAC would be just over 1 hour 17:30 spent 62 minutes trying to get through to RAC 18:35 Call from RAC on land line to ask if they could attend tomorrow morning HIT THE ROOF 18:50 RAC Called to say they have sent out a sub-contractor (BURKE BROS) 19:20 BURKE BROS came with a job sheet to jump start me. BURKE BROS left 22:00 Called RAC 1Hour and 24miuntes on the phone got through had an argument they said they would send a technician out between 06-08am 08:45 RAC came and recovered vehicle to Greenhouse Vauxhall. REPLY FROM COMPLAINT I SENT Dear Mr Hawkins I refer to your email and attachment which was sent to Mr Hobday. Firstly, I am sorry you were unhappy with the service provided on this occasion and that it did not meet expectations. I work for Mr Hobday in matters relating to service at the roadside and so will look into the concerns you have raised on his behalf. It is always disappointing to learn when our service has not met expectations and your attachment suggests your experience has not been a positive one. Once I have been able to fully review all of the information I will contact you further. I expect to respond by no later than close of business 30 March 2018. If there is anything else then please do not hesitate to contact me. A copy of our complaints procedure is attached. Kind regards Mark Mark Robottom BSc (Hons) Customer Care Officer 30th March came and went no response. SENT Hi Mark Ref: Lip service I see not only did you fail to meet my needs with reference to the recovery and service I pay your company for but to add insult to injury you failed to respond to my complaint in the time you allocated to do so. (I will contact you further. I expect to respond by no later than close of business 30 March 2018.) I feel your failures' hold no bounds. Please send me information on receiving a FULL refund on my payment and I will end ever to find a competitor who can meet my needs. Further more it amuses me to see a company like yours spending thousands of pounds per year to attempt to gain custom you already had.