RAC Reviews

Name: RAC
Rating: 1.43

1.4 Rating 2,842 Reviews

10 %

of reviewers recommend RAC

Company Reviews

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Metrics

1.4

Based on 2,842 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 21%
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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102

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

“Left for 4 hours in a dangerous position with no food , heating, water and limited phone battery. Lead times on recovery were incorrect repeatedly. To add insult to injury i was charged £250 for the priviledge. The stress contibuted to me being hospitalised. I would avoid at all costs. The service is not what it used to be some 10-20 years ago. I assume they have outsourced”

Helpful Report

Posted 5 years ago

“After initially calling for assistance , my 73 year old mother-in-law was given a 30 minuite eta , she was then contacted over an hour later advicing her that they were exceptionally busy and are experiencing delays ..... Thankfully good people do still exist in this world , a neighbore who could obviously see the distress caused by this did a very kind thing and took hold of the situation, phoned me , got mum in law a taxi home and kept hold of the keys ( the car wasnt going anywhere , gapping hole in tire , no spare wheel , just a foam inflation kit and a blow up air bag to lift the car , modern cars eh?) .... In the meantime I phoned the RAC and requested a phone call 60 minutes prior to there estimated arrival , so I could get out of work to be with the car for the patrols arrival . I was phoned by the RAC patrol who said he would be with us within 15 minutes . When I questioned him to see if he was informed that I needed notice , his response was , that I had better get a move on as he wouldnt be waiting if I was not with the vehicle when he got there .And that if he missed me I would be charged for his return. Anyway panic aside , As I said earlier the neighbore had the car keys ! Now when I arrived 42 minutes later after breaking all legal speed limits , surprise , surprise no RAC patrol in attendance. Phone call and 1 hour and 12 minutes later here arrives Mr RAC. Now down to the point , what exactly is the RAC COVER for ? Well considering we had explained what had occurred time and time again , this explanation had apparently fallen on deaf ears. In accordance to the RAC's Roadside assistance and recovery policy. They DO NOT cover a tire blow out , caused by hitting a pot hole in the road . That is apparenly classed as a road traffic incident. The option given was to pay £174. to get car towed to their recommended garage and then pay additionally for a new tire and stirring alinement . Or make a claim on car insurance to get towed. So In retrospect the good thing was that Mum in law wasn't there to part with money. And thanks to the internet within an hour I had a local garage attend, fit new tire and supply a space saver wheel. All for less than the RAC want to charge for a tow. My opinion of the RAC , Absolute robbing bastards .”

Helpful Report

Posted 5 years ago

“Absolutely disgusted with my treatment today. I have, at the time of writing this, been waiting for over 5 hours. Each time I call, I am fobbed off. First, they said they'd called me and I hadn't answered. After I'd said that was untrue, they then retracted the (clearly scripted) excuse and said it was a mistake - they hadn't called me. The second call I made, to check ETA, was met with an apathetic and down right rude response from a guy called James Alan who sounded like he was bored by my (what I deem to be appropriate) impatience. His response, when I'd asked what had happened was "we are busy." This, is dispite there being no severe weather conditions in the area and the fact that my location, nestled between 3 major cities, is far from remote. Plus, there are no major events happening in the area to explain such 'busy-ness' So, what they meant to say was "we do not have adequate staffing levels and therefore, the average 30-45 minute wait time we splatter all over your telebox is actually just an elaborate and far-stretched marketing ploy to bring in more revenue." If this was a one-off and I'd been treated fairly, I would understand. However, the same happened to my dad in August of last year, who, despite being elderly and left waiting at the side of the road, had to wait a total of 7 hours from first point of contact. Absolute disgrace! Don't call them. Just walk. It's quicker.”

Helpful Report

Posted 5 years ago

“Shocking service tonight! Had a flat battery so I fully understand it was not an emergency call out but I was at the side of the road and not at home. Called at 1930 and was told up to 90 mins, ok not the end of the world. After 90 mins called them back, they then said “we said up to 3hrs” which is a total lie!! They then said At 2130 they will have to pass the breakdown over to a local company and they will be there within 60mins! Not happy but again ok. Called back at 2230 - it will be 60mins! Called back at 2330- it will 30 mins! 0000 recovery arrives and the Mechanic very apologetic and showed me his tablet, he was sent the job at 2330!! Not 2130 as originally told. So the RAC sat on my breakdown for 4hrs before sourcing it out to another garage. I was lied to from the very start!!! Tomorrow they will be receiving my cancellation. Avoid this company at all cost!!”

Helpful Report

Posted 5 years ago

“Super slow service. On multiple occasions car broke down yesterday at the shops the rac said they couldn't come that day and they would have to wait till tomorrow, even with my grandma a 90 year old in a wheel chair also in the car they finally agreed to arange a taxi but when told there was also a dog they said that would be difficult and suggested that she(dog) was just left in the car overnight which is absolutely disgraceful, after waiting 45mins and still no word on a taxi my parents called me so i had to leave work i jumped the car so they could get home, the service really isnt worth the money And this isn't the first time they have made us wait untill the next day WE WILL NEVER USE RAC AGAIN”

Helpful Report

Posted 5 years ago

“3 hour response time to a lone woman. When the patrol arrived said he would recover the car, but only to an RAC approved garage not the one of her choice. I had even paid extra for national recovery. When told that she didn't want recovering to that particular RAC approved garage all he did was clear error codes making no attempt to fix the underlying braking system fault and refused to take the car to her garage of choice. Maybe the RAC should review their policy of giving patrols a bonus when they recover cars to their approved garages and then customers might get the service they pay for. He was happy enough to recover her car if he was going to get a bonus, but not if it was a different garage. £15 is all they are prepared to refund me after failing to provide the services I paid for. Don't trust your loved ones safety to this company, I certainly won't and will go back to their competitors who have never ever failed to provide the services I paid for.”

Helpful Report

Posted 5 years ago

“Having been a member of the RAC for over 30 years, I am leaving them today. I had one of the very worst customer service experiences of my life . . . and I was paying more for my membership because I had a business membership. They are now an inefficient, ineffective, incompetent organisation and, what's more, they clearly just DON'T CARE! In my judgement and opinion (obviously, I'm stating this as just my opinion for legal reasons) they lied to me numerous times about when they would get to me and where the recovery vehicle was. I've reviewed them as 1 Star but, in reality, it should be minus 10. If you're with them, leave now and join an organisation recommended by one of the consumer websites/magazines. Don't wait until they leave you in the lurch, and in danger, at the side of the road. I am so disappointed, surprised and angry about this.”

Helpful Report

Posted 5 years ago

“SIX AND HALF HOURS WAIT (IN 3C) BEFORE RAC HELP ARRIVED ON THE 17TH JANUARY, I HAD A TYRE BLOW OUT ON THE A1M AND WAITED SIX AND HALF HOURS IN 3C AFTER MY INITIAL PHONE CALL BEFORE THE REQUESTED RAC TRANSPORTER ARRIVED. I CONTACTED FIVE RAC STAFF OVER FIVE HOURS. IF IT WERE NOT FOR THE KINDNESS OF A PASSING TRANSPORTER DRIVER WHO HAD SEEN ME WAITING IN THE COLD BEHIND THE CRASH BARRIER ON THE MOTORWAY, I WOULD HAVE BEEN STRANDED FOR MUCH LONGER. HE GENEROUSLY TOOK ME AND MY CAR TO STEVENAGE BP SERVICE STATION, JUST TWO MILES AWAY, WHERE, TO MY SURPRISE, WE FOUND A RAC DRIVER WHO HAD BEEN WAITING IN HIS VAN FOR OVER FOUR HOURS FOR HIS FIRST RAC ASSIGNMENT. I EXPLAINED I WAS 74 AND HAD BEEN STANDING IN 3C FOR FOUR AND A HALF HOURS WAITING FOR RAC HELP. I EXPLAINED I HAD CONTACTED FOUR RAC STAFF AND HAD BEEN ASSURED HELP WOULD ARRIVE IN 90 MINUTES. NO RAC HELP MATERIALISED. THE FIRST RAC MAN I SPOKE TO HAD DIFFICULTY UNDERSTANDING ENGLISH, AND FAILED TO LOG THE JOB. THE SECOND RAC LADY I SPOKE TO FAILED TO LOG MY LOCATION ON THE MOTORWAY, 50 OVER 1. THE THIRD RAC PERSON I SPOKE TO SENT THE TRANSPORTER TO GRANTHAM, 50 MILES NORTH OF MY LOCATION. THE FOURTH INITIALLY ASSURED ME A TRANSPORTER WAS ON ITS WAY, THEN PHONED TO SAY THERE HAD BEEN A MISTAKE. THE VAN DRIVER WE DISCOVERED AT THE STEVENAGE BP SERVICE STATION, CLAIMED HE WAS UNABLE TO HELP ME UNTIL HE HAD BEEN INSTRUCTED TO DO SO BY HEAD OFFICE. THE RAC AND ITS ABILITY AS A SERVICE ORGANISATION, IN THIS INSTANCE, SEEMED NOT TO BE ABLE TO EXERCISE 'BEST PRACTICE' AND ALL OF THE STAFF I ENCOUNTERED FAILED TO COMMUNICATE MY PREDICAMENT CORRECTLY AND ALL SEEMED TO LACK RIGOROUS MOTIVATION TO SOLVE MY PROBLEM. UNDOUBTEDLY, MANY HAVE HAD GOOD EXPERIENCES OF THE RAC, BUT I NOTICE THERE IS AN INCREASING NUMBER WHO HAVE FOUND THE ORGANISATION COMPLACENT. IN RESPONSE TO A POST DESCRIBING MY STATEMENT OF FACT, GARY, OF THE RAC, IRONICALLY, RESPONDED IN A COUPLE OF MINUTES AND SUGGESTED I MIGHT LODGE AN OFFICIAL COMPLAINT. NOT SURPRISINGLY, I ALREADY DID SHARE MY EXPERIENCE WITH MR DAVID HOBDAY, THE CHIEF EXECUTIVE ON 20TH JANUARY, AND WAS ASSURED I WOULD HEAR BACK WITHIN TWENTY DAYS. AS YET, IT IS NOW 10TH FEBRUARY, IN SPITE OF A LAPSE OF TWENTY DAYS, I HAVE HEARD NOTHING FROM THE RAC.”

Helpful Report

Posted 5 years ago

“100% avoid for young driver black box insurance. Ruthless and sending threatening letters to young customers, shocking practice! Go with Direct Line Insurance. Had no problems or issues with them and would 100% recommend”

Helpful Report

Posted 5 years ago

“try to complain about the way r. a. c. answer your call and tell you youre not a member even though you have been paying a direct for min 25 years evetually they come out for a puncture youre an oap and disable after 2 hours youre on youre way”

Helpful Report

Posted 5 years ago

“Proffesional”

Helpful Report

Posted 5 years ago

“Absolutely shocking service . my membership is due next month which I will not be renewing ,”

Helpful Report

Posted 5 years ago

“After an accident in a small Village at about 4pm Which left our car undrivable due to a flat tyre we phoned RAC they asked us to give size of tyre by this time it was going dark and raining .by this time I was wet through, we were told about 90 mins until a recovery vehicle would arrived. 90 mins passed and a phone call to say they were busy and could not say what time they would get there . at 7.15 managed to get a signal to phone RAC to cancel the call out .we did try to get a taxi to our accommodation without success , my son who was 45 miles away eventually came to our rescue and took us to our accommodation .the following morning 9.00am we got a lift back to the car and I called the RAC back they eventually arrived at 1.15pm the mechanic fitted a spare wheel so we could get to the garage . my membership is due next month bye bye RAC absolutely disgraceful how we were left and many more .”

Helpful Report

Posted 5 years ago

“Wish I could give less than 1 star Heavily pregnant and they are happy to leave me over 3 and a half hours for a call out, supposed to be here at 9pm but I’m sure that will change Got hung up on when asked to speak to a manager Disgusting company do NOT use them Worst customer service I’ve ever had Awful awful awful awful”

Helpful Report

Posted 5 years ago

“Poor communication and long waiting times I expected a big company to get me home within an hour or two but this was not the case at all. At around 23:30, I called for recovery in Watford to bring me home to Tring. I got told to wait 90 minutes which i did, 90 mins have passed and no one arrived, finally the call centre people called me and advised that RAC wont be able to attend bu they have a contractor which are a local recovery unit, the local recovery contractor arrived around 2:30am and advised he can't tow me out of the car park due to height restrictions (which i've told everyone i spoke to, that a smaller van or a patrol car will have to tow me out before putting my car on a flat bed) he bought a hammer with him and tapped my petrol tank a couple of times then told me that there's nothing else he can do and will have to call control and pass me back to RAC. An hour have passed and I didn't get any contact from anyone and decided to call RAC where they advised they will send a patrol car to tow me out of the car park and a flat bed will wait outside and load my car. Another hour have passed and no one arrived. Once again I decided to call RAC only to be advised that their recovery contractor cannot get a patrol to tow me and I will have to wait till the morning. Finally, they decided to get me taxi which i had to chase for 3 times before a local taxi firm arrived. I got home at 5:00 in the morning and decided to sleep it off. The next morning I missed a few calls from RAC around 8:40, 8:45 and 9:30, I called them back at 10:30 where they advised that a patrol and tow truck will be waiting outside the car park within the next 45 minutes. I got told to get to my car asap to hand the keys (I live 20 miles away from Watford) I rushed to get to Watford only to chase RAC 3-4 times as no one has arrived or called me. Finally at 13:15 when I called RAC for the 5th time I was advised that the flat bed is outside and I will only have to wait for the patrol car which will arrive in the next 8-10 minutes. The patrol arrived 20 minutes later and finally towed my car out and onto the flatbed waiting outside. The car arrived at my address at 14:30. In summary I've waited to be recovered for at least 9 hours! Overall a poor service and communication.”

Helpful Report

Posted 5 years ago

“Called at 7.15pm and advised it would be a 90 minute wait time. At 9pm I had no update and no arrival so I called the RAC and was advised it would be arriving at 10.45pm. 15 minutes later I had a further call saying the time is 11.45! 4.5 hour wait time. Within 5 minutes of coming off the phone I had a call from the RAC chap on the road saying he would be there in 15 minutes. This is still a 3 hour wait time but there tracking advice would have been nearly 2 hours out totally shambolic and no logistics or common sense or customer service. One of the worst companies I have dealt with. AVOID!”

Helpful Report

Posted 5 years ago

“i only had a flat tyre but they took 5 hours to come to me. the guys were very nice but the waiting time totally and utterly unacceptable. to add insult to injury i got a parking ticket because of the long waiting time and i requested my breakdown report to contest the ticket but never got a reponse. when i call they say send an email and when i send an email i never get a reponse. extremely frustrating.”

Helpful Report

Posted 5 years ago

“poor poor service. took money out of my bank for me and somebody else when I told them not to keep my credit card details. would not refund. taking legal action. DO NOT GO WITH RAC.”

Helpful Report

Posted 5 years ago

“Called RAC at 5.30pm was told they will be arriving within 90 Minutes. 6.45pm I get a call to say he can't find me, explained I am on the other side of the city, despite explaining where I was to the operator. Recovery guy said be finishes at 7 and will call me back in 5 minutes. No one called and after ringing RAC back after 7pm they said the driver closed the job as he couldn't find you. Still waiting to hear from RAC as to what time they can allocate again.”

Helpful Report

Posted 5 years ago

“Think twice before subscribing with RAC For breakdown. The quality of the service is very poor. I got a breakdown, and it took almost six hours to get their assistance. In addition the staff didn't care when I clarified to them that it wasn't a good approach to work with their customers. Furthermore remember to check that your vehicle insurance does not work in partnership with RAC.”

Helpful Report

Posted 5 years ago

RAC is rated 1.4 based on 2,842 reviews