My niece and her partner who are both profoundly deaf were travelling north on M5,with their baby daughter,, when they noticed the temperature gauge had risen above normal. they pulled in to a service station and text called the RAC. They were told it would be 3 hours before anyone could get to them and they were busy as it was the hottest day of the year. when the patrol man arrived he checked the car and told them it was a sensor fault nothing to worry about. He went on to tell two deaf people to listen for any unusual noise from the engine. That shows his level of understanding. They carried on up the M5 and the car broke down with smoke coming from under the bonnet. The outside temperature was 35 degrees and they had their child in the car on the hard shoulder. The RAC told them it would be 5 hours to get to them. As there was a service area about 400 meters up the road they decided to take the chance and walk to it. A kind lorry driver pulled over to help. The RAC eventually arrived at 1:30 am and told them the car would be recovered at lunch time the next day at a cost of nearly £300, which had to be paid up front. Their cover only included recovery within 10 miles. They had to book in to the motel at the service station and loose a days pay as they could not get to work the next day. The following day the recovery truck arrived and took the car and them to the M5 junction with M42 where they had to wait for another recovery vehicle. They eventually arrived home over 30 hours after their first text to the RAC. Neither my niece nor her partner could be described as vulnerable but communication is more difficult for them and given that they had their baby with them this level of service provision is not just disappointing it is downright disgustingly unacceptable. The RAC should be ashamed to call themselves a recovery service.