RAC Reviews

Name: RAC
Rating: 1.43

1.4 Rating 2,775 Reviews

10 %

of reviewers recommend RAC

Company Reviews

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Metrics

1.4

Based on 2,775 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 19%
Accurate And Undamaged Orders	Greater than 76%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.3 out of 5
Returns & Refunds
Refunds Process	Difficult

Phone:

801 82 82 82

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Hi It was about last night 7 November around 10:15 pm at night we called them as we were more than 1 mile from home and we had a break down I have a family of 2 kids age 4 month and 2 year old along with my wife , they gave us 270 minute time and which is more than 4 hours we even explained on call we are on a easy reach location where they should have teams available our tire broke down and we even had a replacement extra tire still they didn’t send anyone till 3 hours or more and told us the wait can even prolong to 4 hours more so it means if you need their breakdown coverage and something happens you have to be there for 8 hours ??? Are you for real very disappointing and very sad highly angry and dissatisfied customer”

Helpful Report

Posted 2 years ago

“I asked to wait from 11:39 until now 19:22 nobody showed almost 8 hours of waiting. I'm paying the maximum the top level of breakdown, I will change to the AA”

Helpful Report

Posted 2 years ago

“Awful customer service. Non-responsive and customer service team frankly couldn't care less. I would avoid RAC and choose a different provider if you can. When things go wrong they are awful at setting things right. My story - Upon breaking down due to a clutch issue. RAC took my car to a local repair shop and informed me that I would be contacted soon about repair - they agreed to reimburse me for my travel costs back home and subsidise the cost of the repair. The car was then forgotten about and it took hours of my own time on calls to understand what had happened. Its extremely difficult to get through to the right people on calls and on emails they auto respond and say they will contact within 20 working days. I finally got the car back 7 weeks later after a clutch change. Upon returning the car they had also now broken the wing mirror and refused to pick up the bill to fix it As the RAC used a 3rd party agency to drop it back home - so now I am forced to try and contact this agency to repair the wing mirror and pay for that too. Further I'm still awaiting for them to reimburse me the costs of my travel expenses and subsidy to cost of repair of the original clutch issue. Its been 3 months since the original issue. Needless to say an absolute nightmare situation and has cost me many hours of my time, weeks without a vehicle and further costs to repair the wing mirror. Upon complaining further to the complaints team - their internal review found no reason to compensate me any further. Madness! Shambolic service. Avoid them if you can!”

Helpful Report

Posted 2 years ago

“If I could give Zero I would. I advised RAC my call out was a medical emergency, so I was assured I would be prioritised. 6 hours later roadside assistance recovered my vehicle then took it to a storage place miles away. Once again RAC promised my vehicle would be delivered first thing the next morning to the garage for repair however the garage never received my car & the RAC were unable to tell me where my car was. I had to be assigned a case handler to investigate the whole situation. My car was eventually found & I was lied to as they said they had attempted delivery to the garage & then I discover it never left the storage! I have RAC with my service plan, given the choice I would never choose RAC! What a disappointing service!”

Helpful Report

Posted 2 years ago

“How dare you collect a frail 79 year old lady from the road side where her clutch had gone on her Fiesta and dump her 10 miles away at Tesco's in Lincoln instead of taking her home to Burton on Trent.. She broke down at 09.30 on the 4th February 2022 and when I helped her into the RAC van with her dog it was 11.30, I stupidly thought she was going home. She was then forced to pay £300.00 by your driver and she assumed that she would go home. Instead she was dumped with her dog at Tesco's . Apparently RAC are unable or incapable of transporting people home so they sub out the work. The recovery vehicle arrived at 14.50 but could not take the dog because the next customer might be allergic to dogs. He eventually left her at 17.00 having been called to do another job. Meanwhile your call centre personal managed to lie and squirm out of any responsibility for this incident stating taxis had been ordered when they hadn't and cutting off calls. This fiasco with the call centre needs investigation as incompetence and rudeness are the norm. She eventually arrived home 12 hours after she broke down. The RAC pertains to be a trusted brand and I would suggest that anyone who has a policy with them moves. To treat a frail lady with such contempt is simply scandalous and having read the reviews posted it is clear that it simply does not matter. This matter will go further. !!”

Helpful Report

Posted 2 years ago

“9.5 hours waiting in a cold dark lane, missed work the next day didn't get home till 4am Moving to AA”

Helpful Report

Posted 2 years ago

“My daughter is a young nurse, so for peace of mind got er RAC cover. Big mistake called ar 18.00 from an unlit back road then had to wait for 6.5 hours hazards went out with flay battery after 4 hours putting her in a dangerous position. Took 3 hours to decide to contract the job out to a local tradesman but did not say it would e another 3 hours. Eventually arrived but not a trained mechanic so could only recover the vehicle. Not rather service U I signed up to. Suggest that anyone with RAC reads these reviews and cancel ASAP as I will be doing as not fit for purpose and totally unreliable inadequate service.”

Helpful Report

Posted 2 years ago

“Still waiting for help .. 6 hours now !!”

Helpful Report

Posted 2 years ago

“I've been with RAC for about 3 years and for the first 2 years I used them quite often. Yes, the wait was long but the customer service was top-notch and always amazing from the phone customer service to the engineers fixing the issue on the car. I hadn't called them for about a year and then I recently needed them as my car was showing a puncture but when checking the wheel the puncture was supposed to be on it was fine. I called the first time and I received a very standoffish, rushing me off the phone, not trying to deal with this type of attitude from the phone. I was basically told to deal with it myself despite having tyre cover on my policy. I called again the next day and I got a lovely gentleman who gave me genuine advice and told me how to get this issue resolved. I don't know what happened during this first call as I've never experienced this in the 3 years I've used RAC. The phone customer service rep told me to reset my car system when I told him I don't know how to do this. He said he will talk me through it but that didn't happen. he changed the subject telling me to go and pump the tyre and that was it. I told him I had done this already but it is still showing tyre pressure issues. I felt that all the money I'm paying for the service is going to waste as the help I'm requesting and paying for has not been met. The 2nd call definitely redeemed them as I was ready to cancel my policy and go to another breakdown service. Customer service cannot leave paying customers like that with no useful advice. RAC needs to review their recruitment policies ASAP before you start losing private customers.”

Helpful Report

Posted 2 years ago

“Contacted the RAC to report a large screw in the tyre and it doesn’t appear to be a slow puncture as the tyre pressure is very low. I was advised by a sarcastic guy called Aaron to drive to Kwikfit. What do they think I am paying home breakdown cover for? Then advised that if they send someone out it will take 4-5 hours as my punishment!”

Helpful Report

Posted 2 years ago

“Our van broke down in Central London. We reported it to the RAC at 08.54. It's now after 4pm and no recovery vehicle has turned up. Absolutely shocking. Customer service said they'd escalate it, but nothing. A whole day wasted, terrible service, we'll be cancelling our policy and going elsewhere.”

Helpful Report

Posted 2 years ago

“Do not even bother with these cowboys. It doesn’t matter what they used to be like years ago, they are completely useless now. I waited 7 hours, never turned up. No recovery, oppressor hire car as stated in my policy. Utter scam. No callbacks, wouldn’t take my complaint, said they wouldn’t even discuss until after 20 working days. Utterly useless.”

Helpful Report

Posted 2 years ago

“Absolutely shocking service Couldn't fault the recovery guys doing the actual physical side. Made to pay an absolute fortune and waited 22hrs to get home because I didn't want to leave my car. Myself and my wife and two young daughters sat in the cold as where we were left wasn't a great area. Wasn't kept in the loop with what was going on, we kept ringing them to find out. We were given false times and told lies, we weren't told about the links we had to make with other recovery companies to get home. Other companies were not told about our children. Rang and complained and the customer support guy spoke to my wife like a piece of dirt, rang and complained next day and was offered a pathetic refund”

Helpful Report

Posted 2 years ago

“Damaged front tyre and wheel of vehicle at 15:30. Told how busy they were but nothing happening to effect a recovery. Continual lies. My husband in the vehicle on a bend on a country road for 8 hours till a very helpful external recovery firm arrived to tow our vehicle. Our vehicle not towable. They had to get a flatbed recovery vehicle. The external company took only 45 minutes to get to our vehicle after the RAC called them. Unprofessional, unhelpful, flippant comments from a supposed senior person at the Walsall office. Atrocious lack of service.”

Helpful Report

Posted 2 years ago

“Rang RAC at 1.30am, waited 4 hours to be told we would possibly be picked up at 7.30am. Absolutely shocking lack of service. Will be cancelling our cover if we ever get home.”

Helpful Report

Posted 2 years ago

“Dreadful service Call centre staff terrible and unhelpful Wait time on call over 27 minutes Don’t provide service the website or adverts on tv say there do Useless would not recommend Just totally useless”

Helpful Report

Posted 2 years ago

“Waited over 6 hours for help after my clutch went, numerous phone calls to RAC no help at all and couldn’t give me an ETA. I was on my own in an unlit street and felt very unsafe. I eventually called myself a taxi and cancelled the call out! DO NOT RECOMMEND.”

Helpful Report

Posted 2 years ago

“7.5 hours at m 6 service waiting for hire car to phone or help car lifted probably be home before me really let down”

Helpful Report

Posted 2 years ago

“Thank you to the lovely Simon who rescued my college and myself at Woodland House cardiff today. Such a helpful guy .”

Helpful Report

Posted 2 years ago

“Experienced the worst customer service ever with RAC. They tell you lies over the phone to get you iff the line quickly. Waited 6-7 hours to be rescued, mine and ny daughters safety at risk.”

Helpful Report

Posted 2 years ago

RAC is rated 1.4 based on 2,775 reviews