Either they are intent on extorting money from customers in emergency situations or they are just merely incompetent. I signed up for their membership when my car had broken down and because it could not be repaired, I was then told to upgrade in order to be towed home, which I happily did. However, I was surprised about 5 months after when I was told to upgrade again in order to be towed home which would have required paying an additional £50 after paying an earlier charge of £50 to upgrade. Their service was appalling on my third occasion and after an initial wait of 3 hours, I was to wait another 4 to 5 hours to be towed home. A very poor rating does not go far enough and such, I am cancelling immediately. I believe that their size and dominance in the market is what makes them treat customers in such ghastly way. It might help reducing their size, getting other competitors into their industry and imposing fines on them when their services do not meet a decent standard. I am blacklisting them, meaning that I would pay more to ensure that, I never take up their membership again.