Name: RAC
Rating: 1.43

“Online Registration process directs to nonexistent server for email confirmation”

Helpful Report

Posted 5 years ago

“JUST DO NOT GO WITH THEM!!!!! The service is disgusting!!!!!”

Helpful Report

Posted 5 years ago

“I am appalled by the lack of service from the RAC, a company to whom I've paid well over £200 a year for breakdown cover and haven't had to call out for 5 years. When my car wouldn't start they left me alone in a deserted car park in London 100 miles from home for nearly 7 hours last week, despite my telling them I was a woman alone. I reported the breakdown at 7.09pm- a contractor (not an RAC employee) arrived abut 1.45am! Got the car started so I was driving through the night, arriving home at 4am. Since complaining on Friday morning to their Call Centre and asking someone from 'Customer Care' (what a joke!) to call me I was told they would 'investigate my complaint'. I received a standard letter (2nd class post) yesterday (Wednesday) not even referring to my circumstances, just meaningless phrases eg 'unexpected high demand', 'we couldn't arrive as quickly as we'd anticipated' and offered a derisory 3 months free membership as 'a gesture of goodwill'. There was inevitably no phone number to call 'Bradley Such, Customer Care Executive'. Phoning the Call Centre again straight away I was asked what time I would be available for them to phone me. It's now Thursday afternoon and there's been no call. I feel the RAC has been taking my money under false pretences for many years. They seem incapable of offering a service. If you're with RAC my advice would be to change breakdown service supplier as soon as possible.”

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Posted 5 years ago

“GO WITH THE AA - THE RAC ARE VERY UNPROFESSIONAL AND ONLY INTERESTED IN TAKING MY MONEY.... After driving through a ford - the patrol man came out and continued to turn my car over until it went bang - he then lied saying he "only did it one time" now I'm left with a broken car £3500 worth of damage and they don't want anything to do with me - absolutely shocking - DON'T USE THE RAC, GO with THE AA - PLEASE DON'T MAKE MY MISTAKE :( VERY SAD TIMES - LEARN FROM MY MISTAKE”

Helpful Report

Posted 5 years ago

“GO WITH THE AA - THE RAC ARE VERY UNPROFESSIONAL AND ONLY INTERESTED IN TAKING MY MONEY.... After driving through a ford - the patrol man came out and continued to turn my car over until it went bang - he then lied saying he "only did it one time" now I'm left with a broken car £3500 worth of damage and they don't want anything to do with me - absolutely shocking - DON'T USE THE RAC, GO with THE AA - PLEASE DON'T MAKE MY MISTAKE :( VERY SAD TIMES - LEARN FROM MY MISTAKE”

Helpful Report

Posted 5 years ago

“This à the worst experience I never had in my life. 6 am today my car breakdown.m on the M1. My wife and I cane back from a weekend in to going to work. This is the first time that happened. I called RAC recovery service and explained that I need a truck to bring me back to my car to the garagiste because it is breakdown. They sent me a mini van by 7:30 M to check if they can repair. Unfortunately not and I disappointed because I clearly explained that I need a truck. The technician called the truck and they said it will be there in 30 minutes. We have wait from 7:45 am until 12:15. Between this time the enforcement traffic officer asked a lot of question as we were do long in the motorway. I explained to him the situation and he understood that it is not my fault. 10 minutes later the truck has finally arrived. The contractor said he is going to bring us to the next service point in about an hour driving. There another recovery vehicle is waiting to continue our journey. We have arrived in Northampton service. Unfortunately no other vehicle was there. We rang more than 10 times RAC and no one was able to help. All the agents keep saying the same sentence. Like it is a cd playing. We have wait to that place from 1.30 pm to 5.08pm when the 2nd truck arrived. Same story, he will drive us until the next service point. Another vehicle will continue the journey. The recovery vehicle drop is in Toddington. Again we called RAC , again and again and again... the same sentence, the same cd playing. Agents said than the vehicle will be there in 30 minutes, then 45 minutes, etc It is 21.21pm and no recovery vehicle. We are in the car , it is cold ( batterie is dead so unable to warm the car) and no one to help. This is an extremely unprofessional way to deal with your customers. You to not care at all and you had the worst service I have ever had in my life. We will cancel our contract and asked for a refund as we paid you yearly. We will NEVER NEVER EVER RECOMMEND YOUR SERVICE. Regards, Theodore. Edit Delete Share”

Helpful Report

Posted 5 years ago

“Broke down twice in last 3 months, both times 5hrs waiting and no updates. Only because I called to follow up they dispatched.”

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Posted 5 years ago

“Both my wife and I recently took out 2 car insurance policies with vehicle recovery. After 1 week I broke down in a very dangerous location - phoned the recovery line - after 2 hours the police organised recovery because the RAC were looking on the Isle of Man - I actually broke down on the A1 near Newark Nottinghamshire - it cost me £125 for my vehicle to be recovered and yet the RAC offered me £40 compensation - very disappointing - keep away from these clowns!!”

Helpful Report

Posted 5 years ago

“8 hour wait + 4 hour wait, terrible! I have unfortunately had to use the RAC twice within a month (bad car, but I am here to review the service of the RAC). The first time i called at 7pm, they originally said they would be with me in 2 hours. After 3, i ring them and they shifted arrival time to 3am. Making my wait time 8 hours! I actually went home on the train and came back at 3am when the mechanic came and did fix the problem efficiently. However, that is not the point if you are stranded, 8 hours is too long. The 2nd time I had just got off an 11 hour flight at Heathrow airport. The car didn’t start so I rung at 4.30pm, they arrived at 8.30pm (4 hour wait) could not fix the problem and had to tow me 80 miles home. Instead of towing me home in one journey they arranged a swap half way, I was dropped at a service station, this was at 11pm, my car was dislodged and I had to wait 15 minutes for another tow vehicle to come. I got home around 12.30am. After waiting so long I was extremely disappointed that they did not tow me home in one go. I understand that there are not many mechanics in each area and they are working as fast as they can BUT the RAC need to hire more! One is paying for a service that is just a fraction of what they advertise!”

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Posted 5 years ago

“Terribly service! I called the RAC as my window would not go back up. I also called my son, who managed to raise it. He said I'll leave it to the RAC man to put the panel back on properly. He arrived two and a half hours later, with a bad attitude. He clearly didn't want to do anything. He asked what I wanted him to do. I said, can you have a look, to make sure it's not going to drop and can you put the panel back on properly. He was just touching the panel and reluctant to do anything. it's only when I said I wont be renewing my policy, he went to the van and came back with duck tape. he proceeded to put it around the window. It looked a mess. when i asked about putting the panel on properly, he said its ok. I had no idea the RAC employed cowboys. This man clearly did not want to work. very disappointed! I do feel the need to mention the previous RAC man, was very professional. he replaced the battery and I was pleased with the service.”

Helpful Report

Posted 5 years ago

“I called the RAC as my window would not close. I also called my son who arrived and managed to close it again. I informed him that the RAC are on there way so he said, I'll leave it too him, to put the door panel back on properly, for you. when the RAC man arrived he was clearly not in the mood to do any work. He said what do you want me to do? I said, can you check the glass is not going to drop as soon as I drive it and put the door panel back on properly. He assertive 2 and a half hours later with a bad attitude and its only when I said I would not be renewing my policy, that he went to his van. came back with sticky tape (Duck tape) and proceeded to place it all around the window. it looked disgraceful. I said, is that it! I thought you would be getting you're tools out. won't you even put the panel back on properly. he pushed the panel with his hand and said its ok. I can't believe they employ cowboys. This man clearly did not want to do any work. I fell i must mention the RAC man I had previously was a professional. he replaced my battery road side and i was pleased with the service.”

Helpful Report

Posted 5 years ago

“Please avoid RAC almost 5 hours waiting in the car they never turn up I rang they said they have no information how long will take. They done same last year. I'm very regret I left AA trust me avoid RAC avoid they should shut down”

Helpful Report

Posted 5 years ago

“Broke down on the M26 yesterday around 1300, I was with my wife and my two children, I was on my way to a wedding in Christchurch Dorset, however, we were staying in a hotel in Southampton, which I had paid for, I made around 6 phone calls over the next 6 hours with promises as to giving me an ETA when I would get picked up along with my two young children and my wife, no one rung me, no one gave me an ETA, despite promises made that we were top priority in the end I spoke to "Rosie" just about we were about to be picked up around 1830, who told me that the RAC would provide me with either a taxi, to London so that I could make arrangements with a car hire company to carry on my journey with my wife and children to Southampton, or they would provide me with free car hire but I had to make my own way to London with two children and my wife and my luggage, and there was nothing else she would do, take it or leave it, considering the circumstances, that no matter what I did I would not get to Dorset in time even for the reception, I left it. When I spoke to the recovery chap, he informed me that he was a contractor, did not work for the RAC and they were informed about this breakdown around 1720 hours, which would suggest that till then nothing had been done to pick us about despite the fact we had been there for a few hours. There was no offer from "Rosie" that despite I had been on the hard shoulder with my family for around 5 hours, she would organize a taxi and a hire car so that I could attend the reception, no apology that they had not rung me back despite my phone calls, and would not pass on my phone call to the manager who could perhaps expedite matters. If the RAC would have rescued me on time, I would have got to a nearer car hire centre and carried on with my journey and attended the wedding and the reception and not paid out for two rooms in a hotel pointlessly.”

Helpful Report

Posted 5 years ago

“Both me my partner and daughter are in the RAC my partner broken 11.00 at night about 5 months ago on a Sunday evening on the A1470 a big main road just off the M4 . Being a female on her own late on a Sunday night probably the quietest time of the week you wouldn’t of thought it would of taken 4 hrs to get to her but it did. Yesterday my daughter of 22 broke down on the M25 6.15 in the morning with a puncture again it took 4 hrs to get to her. Find both cases Unacceptable. You have the Audacity to call yourself the 4th emergency service. Will definitely be cancelling the families policy for next year Regards Martin”

Helpful Report

Posted 5 years ago

“Terrible experience with RAC, extremely disappointing and poor recovery service! I called RAC recovery around 10:45pm on 29th August due to problem with flat battery, my car engine did not start after visiting a relative. I was told the support will arrive within 90 minutes. After 90 minutes at around 12:15am, when I called them again, they said it would be another 2 and half hours. I was given misleading information, as I was very unhappy with the support, I raised my dissatisfaction with the service to the rescue operator over the phone and requested him to ask a senior to call me because I would like to make a formal complain. However due to an urgent matter next morning I cancelled the rescue support job for tonight as I would not be able to wait for another 2 and half hours, I left my car on the spot on a safe location and came back home on a cab. I am so unhappy with their service, as so was given misleading information about the timing for rescue support by two rescue operators. I will raise the issue with RAC customer support team in the morning. I am utterly disappointed and disgusted with the service. As a valued customer for the last 14 years, I do not deserve to have this kind service from RAC!!”

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Posted 5 years ago

“I wouldn't advice anyone to subscribe to RAC for any reason. They are the worse I've ever seen. We broke down at 2 PM and were rescued at 7PM. We waited on the motorway for 5 hours and they did not even try to look at the problem. Please avoid this company if you can.”

Helpful Report

Posted 5 years ago

“Without question the worst breakdown companies in the UK their lack of ability to run this type of service I personally question. I'm a 65-year-old female who was traveling down to Spain and took out the RAC top breakdown cover. It was a nightmare they cannot offer a good service in Spain as they use a 3rd party company in Spain and everything takes hours/days I had some small issues with my car, I was 100% sure it was a small problem but the car was not really safe to drive. They collected on Sunday and sent a Taxi Sunday night to take me to Valencia airport to collect a hire car but forgot to tell me who or which company I was just dumped at the Airport and had to get a Taxi back to my Villa. On Monday another Taxi took me again to the airport and this time the driver took us to the collection point. [Too be honest they just needed to tell us which hire company] The car was taken to a compound and never made a garage until the Tuesday 2 days after it was collected. We had a call on the Weds saying we needed to go to the garage to sign a form before the garage would look at the car. I refused as the garage was right in the centre of Valencia and I was not will to drive through the nightmare roads around the centre when I was not familiar with them and the RAC team said they would deal with the problem and give authorisation that they would pay any bill and we would pay them. We had no more contact and thought everything was going fine but as the week progressed and we kept calling the RAC and no one was returning calls the horror was staring us in the fact that the car was not going to be ready by Sunday afternoon and despite telling the RAC time and time again that we had to leave on Sunday early afternoon to catch out 8.20am ferry at St Malo but by 1am NO ONE AT THE RAC NEW HOW WE WHERE GETTING HOME OR WHERE WE WERE GOING TO STAY. I cannot print how I feel they are useless, in the end; i took over and wished i had sooner. I sorted an extension to the villa so we were not on the street. Told the RAC to get a Taxi to collect us from the airport on Monday when we will take the loan car back and drive us to the garage and we would drive the car back as it was... well the RAC forgot to pay the loan car and we had to pay £300 before we could leave [what if we had not had the funds] when we got to the garage we were told they had not received any notified about the work costs so the car had been stuck in the storage area and would have stayed there for weeks/months/years... who knows the garage was helpful and fixed that car that day and took them approx. 1 hour... yes 1 hour and been collected 7 days earlier. I had to rebook my ferry crossing as we missed the Monday and can you believe this i had to pay the RAC another £40 to cover the journey back to St Malo and my cover had run out... Nightmare and it still going on a month later and the RAC have still not acknowledged they have received the claim form and impossible to speak to anyone. The holiday has been the worst I've ever had due to the RAC, I'm £1000 approx. out of pocket due to the RAC mismanagement and incompetence. I'm driving down to Spain again in a couple of weeks but this time we're using another company for our breakdown cover.”

Helpful Report

Posted 5 years ago

“Without question the worst breakdown company in the UK their lack of ability to run this type of service I personally question. I'm a 65-year-old female who was traveling down to Spain and took out the RAC top breakdown cover. It was a nightmare they cannot offer a good service in Spain as they use a 3rd party company in Spain and everything takes hours/days I had some small issues with my car, I was 100% sure it was a small problem but the car was not really safe to drive. They collected on Sunday and sent a Taxi Sunday night to take me to Valencia airport to collect a hire car but forgot to tell me who or which company I was just dumped at the Airport and had to get a Taxi back to my Villa. On Monday another Taxi took me again to the airport and this time the driver took us to the collection point. [too be honest they just needed to tell us which hire company] The car was taken to a compound and never made a garage until the Tuesday 2 days after it was collected. We had a call on the Weds saying we needed to go to the garage to sign a form before the garage would look at the car. I refused as the garage was right in the center of Valencia and I was not will to drive through the nightmare roads around the center when I was not familiar with them and the RAC team said they would deal with the problem and give authorisation that they would pay any bill and we would pay them. We had no more contact and thought everything was going fine but as the week progressed and we kept calling the RAC and no one was returning calls the horror was staring us in the fact that the car was not going to be ready by Sunday afternoon and dispite telling the RAC time and time again that we had to leave on Sunday early afternoon to catch out 8.20am ferry at St Malo but by 1am NO ONE AT THE RAC NEW HOW WE WHERE GETTING HOME OR WHERE WE WERE GOING TO STAY. I cannot print how I feel they are useless, in the end, i took over and wished i had sooner. I sorted an extension to the villa so we were not on the street. Told the RAC to get a Taxi to collect us from the airport on Monday when we will take the loan car back and drive us to the garage and we would drive the car back as it was... well the RAC forgot to pay the loan car and we had to pay £300 before we could leave [what if we had not had the funds] when we got to the garage we were told they had not received any notified about the work costs so the car had been stuck in the storage area and would have stayed there for weeks/months/years... who knows the garage was helpful and fixed that car that day and took them approx 1 hour... yes 1 hour and been collected 7 days earlier. I had to rebook my ferry crossing as we missed the Monday and can you believe this i had to pay the RAC another £40 to cover hte journey back to St Malo and my cover had run out... Nightmare and it still going on a month later and the RAC have still not acknowledged they have received the claim form and impossible to speak to anyone. The holiday has been the worst I've ever had due to the RAC, I'm £1000 approx out of pocket due to the RAC mismanagement and incompetence. I'm driving down to Spain again in a couple of weeks but this time we're using another company for our breakdown cover.”

Helpful Report

Posted 5 years ago

“Left a festival at 11am with a 130 mile drive home broke down pretty much straight away, rang and was told it would be 4 hours maximum, got another call then to say 5/6 hours, finally got another call then saying 8.30pm which would have been 9 and a half hours later. Told them where to go and rang the AA instead and they were with me in 20 minutes. Don’t waste your money.”

Helpful Report

Posted 5 years ago

“THE WORST COMPANY EVER!!!!!! I been with them for about 7 years. I had personal cover and business cover for three vans. I’ll give you only 3 (but I have more) examples of how bad experience I had with them not a while ago, so you can decide to choose another company, but not RAC!!! 1st situation was with my personal cover for my BMW x5. There was a situation when my x5 stopped and I called RAC patrol. He arrived 60min (that’s fine) and said that there is a problem with fuel pump and it needs to be replaced. I said that I want it to recover it to my garage. He said, I will check if I can fix it. He did something and started the engine and told you are good to go.. I asked him if it is safe to drive? He said yes, it’s good to go, you can drive, even he told me before that I need a new part. What you think? – After 5miles, car stopped again!! I called them again and they sent me another patrol! After long discussion with patrol and telling them that if he start this car it still can’t be driven. Okay, he called a truck to tow my car to the garage with eta of 1 hour. What you think? Truck arrived after 7 hours!!! I called them more than 10 times every 30 min and they keep telling me that it should be soon. After about 6 hours, I received a call from separate recovery company and they informed me that truck is on the way, I asked them why it took so long and they told me that they just received my order… What?? So where my order was for last 6 hours??? I called RAC and asked for manager to explain me this and he was very sorry etc, etc… and offered my as an excuse some amazon vouchers. Do you think I got them??? NO, I didn’t… 2nd situation was with my business van. It broke down at (alternator problem) about 180miles away from my depo. I called RAC to tow it. They sent a patrol to inspect the van and told that they will send a recovery to tow it. Then story starts: We been told that truck should come within 90min, after 2 hours I called again and they told me to wait and they will come back to me because they will transfer some info to somewhere else. After another hour they called us and you know what they said??? That they won’t come tonight, because OUR RECOVERY TRUCK TOOK ANOTHER CAR.. Can you BELIEVE THAT!?!?1?... So, my driver been sitting in the van until the next day, in the middle of nowhere without food and drink, just a small bottle of pepsi… NEXT day; they sent patrol AGAIN!! Patrol checked the van AGAIN and decided that we need a truck to recover it :D And they sent a truck. Truck arrived after another 2-3 hours and took the van, BUT he was unable to deliver to final destination, so made only 1/3 of the way and dropped us to another service station, because distance was too far.. Then guys been waiting for another truck for another hour and GUESS what??? Another truck arrived and he also told that he won’t deliver us to the final destination… So he delivered us another 2/3 of the road and we been swapped to another truck which delivered our guys to the final destination… From the time we called RAC for help to destination driver spend in the van 26 hours!!! You can think and imagine if it is normal or not… 3rd situation, which happened 2 days ago was my final and let me decide to leave this company. On one of my vans we had smashed tyre and damaged rim ON THE M42 MOTORWAY. I called RAC urgently to inform that we need an urgent recovery, because my van and driver is on a busy motorway and in dangerous position. Also, I explained that tyre blow down on 60miles per hour and it completely smashed and rim damaged, so we need recovery truck not a patrol, because it is not fixable on the road, especially on the motorway.. And what you think? :D They sent me a patrol to check the vehicle!!! HE came and decide that we need the recovery truck…. I called office again and asked if they do understand that we are in dangerous location and van need to be moved out from there immediately… They assured me that truck is on the way. Truck arrived after 3 hours 15 minutes and guess what??? Truck was suitable for small cars, not for vans :D When he saw our van, he just sit in his recovery and left with no words and no information about what is going to happen next… I called RAC again, been waiting for 30min in the queue, when they answered and I explained the situation, they transferred me to someone else and cut the line… So called again, been waiting for 20min and they assure me that other truck is coming… Another truck came after 2,5 hours and took the van.. So, you can think by yourself if 7 hours breakdown on motorway and messing customer around all the day is normal??? I don’t think so… According my opinion, I would not recommend this company to anybody… I tried to be patient and do not complain by thinking, maybe this time something was not by the plan in the office and next time would be better, but… It is not about the plan, it is about the company management I guess, because it is happening again and again…”

Helpful Report

Posted 5 years ago

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

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