RAC Reviews

Name: RAC
Rating: 1.43

1.4 Rating 2,903 Reviews

10 %

of reviewers recommend RAC

Company Reviews

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Metrics

1.4

Based on 2,903 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 75%
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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Kelly

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, I had booked from MyRac app around 3pm. I clearly had to wait until 9:15pm until the support came (6hrs from booked time), where MyRac promotes its business as patrol usually arrives in 60min. The gentleman over the phone directly said, No you did not book at 3pm you booked at 6pm. I said, I did it through app, but no gentleman doesn’t wants to listen or check my activities on the app. Oh of course he can check on realtime mechanic and say it’ll come 7:30pm being very precise, which did not came as well. Never book it via app in this service.”

Helpful Report

Posted 2 months ago

“RAC breakdown took a staggering 8.5 hours to get to us when we broke down in N. Staffordshire on December 28th. Temperatures were near freezing and we were litterally abandoned with 3 people and 2 dogs near Shugborough. We called RAC operations centre many times only to be given excuses read from a script. We were starting to suffer from the effects of the cold but they simply didn't care. They left us freezing cold and in the dark at the roadside. We have been members for a number of years but hadn't needed the service. Little did we realise that RAC is right at the bottom of the league table for recovery times. (Search what car 2024 breakdown recovery) RAC is simply not living up to the expectations of the brand and failing to provide the expected service to its customers. We complained via email and again were given platitudes read from a script followed by a token contribution towards the expenses we incured then "we won't respond to further correspondence" An absolute disgrace. We have not renewed and have gone to Britania LV recovery who are top of the recovery tables for 2024. RAC Complaint ref: UF143526390”

Helpful Report

Posted 2 months ago

“I STRONGLY advise people not to insure a car with Rac I joined solely on the quote of £411 I Paid for the year Then was charged a extra £128 I wish I never joined I have cancelled auto renewal Never again will I use Rac insurance”

Helpful Report

Posted 2 months ago

“Broke down at 6.10am in our motability focus phoned 4 times and said they would send help but 4hrs later no sign so I got it to a ford dealership who sorted it I then phoned rac to cancel the callout,terrible non existent help,from the rac I feel so let down as I never even got a callback.”

Helpful Report

Posted 2 months ago

“6 hour wait - changing my policy to AA”

Helpful Report

Posted 2 months ago

“My wife had a total flat tyre on her run flat's when the valve snapped off. She phoned the RAC at around 3pm on 19th November when it was just starting to get dark. She was told they are extremely busy and someone would be with her between 5 and 8 hours. This is a lady on her own. She was also told that he may not be able to fix the issue or provide towing. What is the point of us paying for the full policy! My wife phoned around and got a 3rd party to come out who fixed the problem ib 10 minutes and charged £90. My wife was just relieved to be able to get home. I contacted the RAC and explained the situation and the gentleman was extremely understanding and sympathetic aswell as,apologetic. I then sent further details on 21st November hoping to be reimbursed for the £90. Heard nothing until I phoned yesterday 21st January to be told a letter had been sent but must have been lost in the post! Heard that one before! Our claim was unsuccessful. Emily from RAC care explained that as my wife cancelled the mechanic they could not make ab assessment and chose to go with a 3rd party. A lone female to be told she may have to wait 8 hours in the dark and cold and then the mechanic may not be able to help I totally unacceptable and infact downright dangerous. The letter ends with Emily saying that this is the end of the matter. Who's she to decide, this is a matter of principle and will be taking the matter further”

Helpful Report

Posted 2 months ago

“I have been with RAC for many years now. It used to be good service but for last two break down the wait is between 4 - 6 hours. And it seems that they are running a charity service. The patrol sent me a message to say as your breakdown doesn't seems urgent, I am going to attend more needy breakdown first. For gods sake increase your patrols. I am not a free member, I paid what you asked for the service. Neither recommend and will not use again.”

Helpful Report

Posted 2 months ago

“For such a big company the RAC have absolutely shocking customer service and standards of performance. To cut a long story short, reported a breakdown for a work vehicle and received misleading communication through text messages about when patrol would be coming. Days later and the car is still sitting there and breakdown was apparently cancelled? NOT BY US. We raised a complaint and received absolutely no empathy or understanding for the situation at all!! We received numerous emails back and forth with Christine (Customer Care) and all she done was deflect our questions and tell us we were wrong…EVEN WITH EVIDENCE. She even refused to escalate the complaint for us to someone higher than her as we were clearly dissatisfied with the situation, her parting email was “this will be our final email” and who are you to decide that???? At the end of the day, when a customer complains, all they want is some understanding of the situation with a simple apology and resolution. But instead we were told we had to deal with this again and re-report our breakdown. Shocking service and terrible customer relations.”

Helpful Report

Posted 2 months ago

“Absolutely terrible service Absolutely terrible service. For anyone considering using them, don’t. They took over 10 hours to attend, couldn’t fix my car, had a third party tow it to my home at midnight after breaking down at 2pm to be then told I have to pay another recovery fee. The supervisor manager was equally rude and kept talking over me with out listening.”

Helpful Report

Posted 2 months ago

“I had a flat tyre.After numerous texts with differing estimates of assistance times I still hadn’t been attended after 9 hours. .Consequently I employed somebody to help. I shall not be renewing my membership after nearly 40 years. Dreadful service and a con.”

Helpful Report

Posted 2 months ago

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Helpful Report

Posted 3 months ago

“Worst service I’ve ever experienced. Waited 9 hours for a home recovery to a garage. called at 9am they called back at 6pm to say they were on the way. I’d rang 5 times during day and was told in an hour or phone got disconnected.It was too late to tow to the garage which had been expecting my car delivered today. I was told I’d have to book again in the morning a new call out! Absolutely disgusting service I am cancelling my membership. I am not paying for a service which doesn’t exist. No customer service whatsoever Iv had to pay for a tow company to collect my car tomorrow”

Helpful Report

Posted 3 months ago

“Worst service ever had me waiting for over 4 hrs so I paid for my own recovery”

Helpful Report

Posted 3 months ago

“Absolutely hopeless if they spent less time sending me loads of texts and concentrated on there recoveries live would be a lot easier terrible service”

Helpful Report

Posted 3 months ago

“I broke down at 7.10 in the morning on a country lane continued to my appointment a few hundred yards up the road where I messaged rac to ask for help. I was horrified to find that 8 hours later the rac guy had only just got to the destination, in the time running up to almost 3 pm I arranged for a garage to collect my car at added expense. What is the point of offering a paid for service if you can't cope and let people down? I have of course cancelled the and will go back to green flag with a mediate affect.”

Helpful Report

Posted 3 months ago

“Doesn’t even warrant a one star dreadful waste of time service too long a saga to try and explain on here just one big let down”

Helpful Report

Posted 3 months ago

“Absolutely shocking service, alone female in the middle of nowhere. Logged breakdown at 4pm which had to be done via a link, could not speak to anyone, updates on times of arrival sent to my phone kept changing constantly. 7.20pm/ 9.20pm 8.20pm/11.20pm 12.20 am/ 3.20am Managed to speak to someone eventually who was very rude whos name was Phil i asked for his surname he said i don't need to know his surname, he was not helpful at all, didn't care that I was alone female, cold, hungry battery on phone getting low. Got a taxi in the end that cost a fortune and paid to get car recovered. Do not go with the R.A.C diabolical company I dont know how they can live with themselves.”

Helpful Report

Posted 3 months ago

“I've been waiting 13 days for my car to be towed to the garage. The handbrake is stuck. One the 1st January a reported my car broken down. The following evening a mechanic turned up who had no idea what to do so he told us to make an appointment with RAC for a tow truck to take us to the garage. I did that and was told one would be with us the following morning between the hours of 8am and 12pm. No one came. At 2:30pm I received a call from the tow truck company saying that they were running late and would be with us for around 3/4pm. No one came. We had no updates so I left it till the following day to see if anyone turned up. At 8pm that night another mechanic turned up saying he had been instructed to take a look at my car and to take photo's. He said we needed a specialist truck to pick the car up which would be in the next couple of days. I was a little annoyed but just went with it. A couple of days past by no pick up or any updates. I called RAC who then told me it would be another couple of days I was so annoyed. The lady on the phone was so unsympathetic and rude. I have a disabled son and husband. It's cost me a fortune in taxi's. I've had to rearrange important hospital appointments because taxi's have not turned up. I've sent an email to their complaints department only to receive one back saying they are looking into it but this could take upto 10 weeks! Honestly, it's an absolute nightmare. I can't believe the way I've been treated it's so unfair.”

Helpful Report

Posted 3 months ago

“The RAC system is rigged and with not enough Patrols . They won't go straight to the Vehicle auction with phoning you first. So if you miss the call which is entirely possible. They cancel the job. So we have been waiting now two days!”

Helpful Report

Posted 3 months ago

“I broke down on Saturday 4th January but managed to get the car to my parents house and called RAC Recovery out who advised that my Diesel Injector needed replacing. He booked it in with the RAC Mobile Mechanics team for Tuesday 7th January who advised, despite not road testing the vehicle that they had cleared all of the error messages and it was fixed but I needed a new battery. I took the car out that evening and it was actually in limp mode with all of the same error messages showing. RAC Recovery came out again and said the diagnostics was still showing a fault with the diesel injector and booked for the the mechanics to come back out the next day. After hearing nothing from the mechanics I chased the next day to be told they had no information about this but would get someone out that day. They turned up at 4pm in the dark and said they were going to send the original injector off to be tested and would let me know the outcome within 48 hours. By this point I had submitted a formal complaint via the "customer service" line who told me all they can do is take the details and pass to a case handler who would get back to me within 8 weeks!!! As I work two jobs, one of which I have only started this year and both of which I don't get paid for if I don't go in, I have been forced to hire a vehicle to get to work all at my own cost as well as having paid over £500 for the RAC Mobile Mechanics to fix my car which they haven't yet done. As I still hadn't heard anything from them about the test results I called them today (13/01/25) to be told I'd just have to wait for them to come through but if I hadn't heard anything by the end of the week to call them back! Yet more chasing of the RAC and still no answer to my complaint. I asked what they expected to do from the results of testing the injector as if it was faulty the replacement should have fixed the problem and if it wasn't faulty they've replaced it for no reason but either way I'm no closer to my car being fixed. The agent couldn't answer me and just kept telling me to wait until the results came back. I have sent multiple emails to their complaints team, none of which have been acknowledged (the subject access request email I sent today got a response though so I know someone is reading my emails!) and I am not only £500 out of pocket with a car that still won't work but I'm also now paying out for car hire to be able to get to work. Nobody at RAC seems to care, their CEO hasn't replied to my email and this is causing me and my elderly parents so much stress and unnecessary costs that I am getting into debt for. I have also emailed several of their directors who again haven't bothered to even acknowledge that their business is causing one of their loyal customers extreme distress and financial hardship. You should all be ashamed of yourselves but I'm sure when you're sat there counting your bonus payments it's easy to feel quite smug even when you're doing an abysmal job! Please use any other company than RAC for your breakdown cover, they couldn't care less if they leave you destitute and car-less!”

Helpful Report

Posted 3 months ago

RAC is rated 1.4 based on 2,903 reviews