RAC Reviews

Name: RAC
Rating: 1.43

1.4 Rating 2,843 Reviews

10 %

of reviewers recommend RAC

Company Reviews

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Metrics

1.4

Based on 2,843 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

“I'm a 58 year old woman. I broke down at 16.15hrs in early February. I managed to get my car off a busy A road onto a nearby lane. It took nearly an hour for my phone call to be answered to report the breakdown. It was cold but there were no adverse weather conditions. After sitting alone on a dark lane in a cold car for nearly 4 hours their patrol turned up and arranged for a third party to recover my car home. I was put on one recovery vehicle and taken about 15 miles. I was offloaded and put on another recovery vehicle and taken an hours drive in the opposite direction to where I live. Offloaded again and left alone in the dark and cold at 23.00hrs at a roadside services until another recovery truck who was just loading up another vehicle could come back from that other recovery to collect me. Almost 9 hours later I got home. The next day noticed that my wheel arch and sill had been damaged. I complained and had no reply for 8 working weeks until I said I was taking legal advice. Their response was to send £50 check as a gesture of goodwill and ignore all of my further attempts to communicate with them. They are a disgrace, their customer service is the worst I have ever had the misfortune to deal with. They do not deserve even the 1 rating. Please dont let this happen to one of your loved ones. This company does not deserve your money or yoir custom.”

Helpful Report

Posted 6 years ago

“Waited for ages to get someone on the phone - and I really wish we didn't! They use completely useless third party recovery companies with no experience who cause major damage to cars. Then they don't feel obligated to compensate people for damages. Recovery notes magically disappear so that it appears there were no grounds for complaints - we are talking about nearly 1000 pounds. Communication is extremely poor. Customer Complaint Representatives are not helpful whatsoever and appear very useless - also might suffer from a little god-complex and their love for the truth seems to be limited, while their love for customers is non-existent. All over - extremely poor experience.”

Helpful Report

Posted 6 years ago

“My boyfriend called them and was told ETA 90 minutes. He had been sat there for 3 hours and they hadn't shown up. Limped the car back home and tried to call again. Over 30 minutes on hold so far. Do not recommend. Would like to give no stars.”

Helpful Report

Posted 6 years ago

“Got let down badly when broke down on motorway ,never bothered to call me back when my credit ran out phones on motorway not working ,had to resort to calling police ,and I hag paid big money for the top service ,,appalling do not touch with a bargepole avoid ,I am with AA now”

Helpful Report

Posted 6 years ago

“13th March 2018 14:40 vehicle broken down (Vauxhall) on star assistance pressed). Informed fault major stop driving. 14:50 on star called RAC wife informed she had (no cover). Wife stranded. 15:30 on star tried a second time to get recovery (no cover). 15:45 I cancelled rest of my days business returned home to sort out RAC 16:00 was informed by RAC would be just over 1 hour 17:30 spent 62 minutes trying to get through to RAC 18:35 Call from RAC on land line to ask if they could attend tomorrow morning HIT THE ROOF 18:50 RAC Called to say they have sent out a sub-contractor (BURKE BROS) 19:20 BURKE BROS came with a job sheet to jump start me. BURKE BROS left 22:00 Called RAC 1Hour and 24miuntes on the phone got through had an argument they said they would send a technician out between 06-08am 08:45 RAC came and recovered vehicle to Greenhouse Vauxhall. REPLY FROM COMPLAINT I SENT Dear Mr Hawkins I refer to your email and attachment which was sent to Mr Hobday. Firstly, I am sorry you were unhappy with the service provided on this occasion and that it did not meet expectations. I work for Mr Hobday in matters relating to service at the roadside and so will look into the concerns you have raised on his behalf. It is always disappointing to learn when our service has not met expectations and your attachment suggests your experience has not been a positive one. Once I have been able to fully review all of the information I will contact you further. I expect to respond by no later than close of business 30 March 2018. If there is anything else then please do not hesitate to contact me. A copy of our complaints procedure is attached. Kind regards Mark Mark Robottom BSc (Hons) Customer Care Officer 30th March came and went no response. SENT Hi Mark Ref: Lip service I see not only did you fail to meet my needs with reference to the recovery and service I pay your company for but to add insult to injury you failed to respond to my complaint in the time you allocated to do so. (I will contact you further. I expect to respond by no later than close of business 30 March 2018.) I feel your failures' hold no bounds. Please send me information on receiving a FULL refund on my payment and I will end ever to find a competitor who can meet my needs. Further more it amuses me to see a company like yours spending thousands of pounds per year to attempt to gain custom you already had.”

Helpful Report

Posted 6 years ago

“Emergency breakdown number, kept on hold for HOURS. Waiting on motorway in icy weather just to get through for several hours is barbaric. My phone eventually ran out of battery so I had to abandon my vehicle, find a phone and get a private company to help me. At my own expense, even though I pay for breakdown cover! Have now moved to the AA. This was a scary and costly experience, the RAC do not provide assistance and should be prosecuted.”

Helpful Report

Posted 6 years ago

“my battery failed 2 weeks ago so I phoned the RAC, after waiting 20 minutes for a human to answer the phone I gave up and paid for a local garage to get me going. Today my car broke down again and this time I got through, they told me I would have to wait 90 minutes but that was over 2 hours ago and no sign of them. green flag for me next month when my policy runs out”

Helpful Report

Posted 6 years ago

“I have been with the RAC since I had my first breakdown in 1968. In those days calls were answered quickly and service was fast (and you even got a salute from patrols!). Since they have ceased to be a Club but now a Business, corners have been cut. Call Centres are not manned sufficiently to answer calls in under 15 minutes so every call is held in a stacking system with constant messages but no indication of where you are in the queue, even for Emergency Breakdowns. Although they proudly announce that most breakdowns can be fixed in under 30 minutes at the roadside, this excludes the response time, which was 90 mins in Norwich City, the last time I had cause to call on them for a flat battery. The breakdown operative appears sufficiently skilled and friendly though. I renewed this time using Tesco Club Card vouchers and the premium quoted on my renewal was inflated by an extra £14. Still worth doing though. I have been loyal to the RAC all these years, mainly because of the help they gave me over 50 years ago when I was constantly calling them out to my old 'banger'. But they do need to pull their socks up in todays competitive World!”

Helpful Report

Posted 6 years ago

“Was on the phone for 40 minutes before anyone answered my call, then waited 4 hours for the RAC guy to turn up. I knew what had happened to my car, and I knew how to fix it, but I just didn't have the tools with me. He spent the next 40 minutes faffing around, going inside his van, speaking to me about what he thinks is best etc. The only reason i'm giving 2 stars is because he managed to find a bit of tube to replace the broken one.”

Helpful Report

Posted 6 years ago

“I cannot see why you call yourselves an automobile club. You are just a business with a philosophy of making the max amount of money for the minimum effort. Your admin is worse that useless. Pack it all in Rac and let the professionals do the job.”

Helpful Report

Posted 6 years ago

“Tried calling the call centre at 9 pm until 10.30 pm with no one answering had to abandon car and get a taxi to my destination,carried on with the call until 11.30 still no answer. Started phoning the next morning at 7.00am and did not get through until 8.30am.got cut off when eventually through,they did not phone me back second time got cut off but luckily was called back. The patrolman arrived in 20 minutes,So why did they not answer my call the evening before,we would have more than likely been back on the road that evening.I have used green flag in the past and had no problems whatsoever this firm are a shambles .”

Helpful Report

Posted 6 years ago

“I have a mobility car and have trying to get through on the emergency phone number I was on nearly 2 hours in all and still not got through. I still have not got my problem resolved so I can’t use my car”

Helpful Report

Posted 6 years ago

“Been on phone, having called breakdown number - have been waiting for almost an hour. Booked and have paid for a battery delivery and fitting to home online - very little response from them and no delivery of the battery yet.”

Helpful Report

Posted 6 years ago

“Awful company. You feel they have no staff in Walsall H.O., two vans covering the whole country for breakdowns, a 1955 Commodore computer (I've been waiting 20 minutes with the message "loading MyRAC"), 10 minute wait for a phone response then an inept person to take my 400 quid insurance fee. AA may cost a bit more but well worth the extra, as is Green Flag if you can cope with their automatic 50% hike in the price every renewal which they will drop if you threaten to leave. RAC jointly owned by two money companies and it shows. Nobody taking responsibility as the RAC heads for the rocks. Deserves to flounder on those rocks. Terrible.”

Helpful Report

Posted 6 years ago

“1hour 30 minutes on phone waiting for them to answer then they would not come to me because they said I caused accident and only had breakdown cover not accident cover. I said I was broken down they said £138 to recover I told them stick it”

Helpful Report

Posted 6 years ago

“I have been with the rac a number if years and luckily never had to use them before, I called them today, it was bad enough I had to wait on the call over 25 mins which I had timed, before someone picked up the call, to go through. All the details then to be told it would but over four hours till they can come out to me, I wasn't happy to wait that long and wanted to raise. A complaint to a manager, then waiting a even longer, they cut me off so I couldn't even complain. To a manager, anyway I call a local garage, which where happy to come out to me took my car to there garage, where I am now, my advice, dont get rac cover, a local garage will recover you for 20.pound and if they fix the car they count charge you.”

Helpful Report

Posted 6 years ago

“emergency breakdown number goes on hold for hours, and its not even bad weather”

Helpful Report

Posted 6 years ago

“paying over £300 ayear for cover phoned for assistance at home on Friday was told to phone back next week as not doing homestart due to weather”

Helpful Report

Posted 6 years ago

“Thieves and scammers. AVOID. Scammers on the phone sales and crooked. I needed a tow of my normal car sitting in the front driveway, and they clearly quoted 80 on the phone, and 12 months membership for another 90. OK, I pay. The tow person then calls, and says he needs this special equipment and that special procedure, and would cost 300. Ridiculous. I complained to RAC, they said, oh didn't they mention there might be special equipment required. Yes, but it's the most basic set up, so why need special equipment? I demanded refund. They refund, but I later find out the refund is 40 short! So they are thieves as well. AVOID. Customer 200110003387643”

Helpful Report

Posted 6 years ago

“My car only needed the battery recharging. RAC took over 2 hours to attend (not 30 mins) and didn't attempt to repair at the roadside, just towed to a garage. Now I've had to pay £143 for a battery recharge which should have been included in the RAC cover for free.”

Helpful Report

Posted 7 years ago

RAC is rated 1.4 based on 2,843 reviews