RAC frustrations (1 Viewer)

[RobWid]

Hi

Am a member of RAC arrival and have a van that refuses to start.

Frustrating service - call 09:00 and waited 30mins to get an answer. Then told an hours wait, called them back after two hours and was given a time 13:04 - very accurate. But 20mins after That was called to see if I minded waiting until tomorrow! After a fraught conversation we are now looking at a claimed 16:30 some seven hours wait - and that’s if they actually make it!

No communication to keep me updated at all - except the one call to ask me whether I minded waiting until. Another day.

On one call was told that problems on the motor ways was the issues despite being buried in North West Norfolk and about as far from motorways as you can get in England.

So apologies for the rant but am annoyed and frustrated and such poor service that I’ve never had in the past with others.

Rob ?

 

[Jenka]

If you don't mind me asking why did you change providers if you experienced good service from them ?

 

[scotzsue]

If you don't mind me asking why did you change providers if you experienced good service from them ?

possiby because they don't cover his size of van tht's why we had to change.

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[Jenka]

possiby because they don't cover his size of van tht's why we had to change.

There's no limit on weight or size if you are with RAC through the CCC ?

 

[scotzsue]

There's no limit on weight or size if you are with RAC through the CCC ?

the OP had changed TO RAC as i am with them (arrival) i know their is no limit.
What I was suggesting was that the OP had changed to them from another company to get that cover, as we did.

 

[ChrisL]

Sometimes they sub out the jobs and that can lead to problems, I broke down on a motorcycle about 6 miles from home, they subcontracted the job to Mansfield who's yard was about 2 miles from where I was, 6 1/2 hours I was stuck on the side of the road watching countless empty Mansfield recovery trucks pass by on the way to their yard before they finally came and got me, I was there so long kindly neighbours came out and gave me a ham sandwich and a cup of coffee. They did give me a year free as compensation though to be fair.

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[Campervan_man]

I stopped being a member of the AA after 5 years.
I was stuck on a wet campsite and the AA said that I was off roading.
Their advert shows an ice cream van being towed off a beach !
They said that I was to pay £120 extra to be towed off by a specialist vehicle that I refused to pay.
Eventually My 17.5FT long 2.8T Classic Hymer was towed off the campsite field by the Owners VW 4X4 Tiguan.

 

[RobWid]

If you don't mind me asking why did you change providers if you experienced good service from them ?

Was advised RAC arrival was ideal for Motorhomes and potential recovery from campsites if needed. Just seemed ideal.

But yeam now wondering just that!

I’ve never had any longer than an hour before and certainly not been asked to wait until tomorrow - not even a time was being offered for tomorrow.

I’ve now resorted to calling a local mobile mechanic to take a look - he’ll be here in 20mins - perhaps the way forward.

 

[DavidG58]

Where have they left you that they think it would be OK to wait till tomorrow ?

or is at least a home start?

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[RobWid]

There's no limit on weight or size if you are with RAC through the CCC ?

Hi yes did go through the CCC for the RAC seemed ideal...?

 

[RobWid]

Where have they left you that they think it would be OK to wait till tomorrow ?

or is at least a home start?

Do have home start but am 200miles away fortunately on a friends drive so teas, coffees, lunch and of course company?

 

[RobWid]

Where have they left you that they think it would be OK to wait till tomorrow ?

or is at least a home start?

Must admit not impressed that I might well have been somewhere in the roadside...but perhaps my problem is in part that I’m not. Perhaps I should have pushed it into the road and then called them!

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[Jenka]

Hi yes did go through the CCC for the RAC seemed ideal...?

I can only give my experience recently in Poland had an electrical issue the RAC in UK was brilliant within 2 hours all sorted maybe because they subbed the job out.i was given choice attempt repair on site or recovery to dealer with hotel booked ,I opted to stay on site and fortunately all ok follow up calls during and after repair so I can't complain at this stage .perhaps if there's a next time might be different!

 

[Jaws]

From their web site:

You can call on us 24/7 and we’ll always try to fix you there and then. You’ll be back on the road in just 30 minutes on average. Or if you need to go to the garage, we’ll get you there.

 

[RobWid]

Just had the visit (albeit almost 8 hours later) and have nothing but praise for the mechanic. Got me going and gave a few pointers which was really helpful.

Just why have to wait a whole working day. Why an almost total lack of communication during that wait. Why at one point ask me to wait for another day?

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[Debs]

Just had the visit (albeit almost 8 hours later) and have nothing but praise for the mechanic. Got me going and gave a few pointers which was really helpful.

Just why have to wait a whole working day. Why an almost total lack of communication during that wait. Why at one point ask me to wait for another day?

Is it because you weren't treated as a priority if they were aware you were on a friends drive???
No idea if they do prioritise calls but I'd expect Fridays could be busy days.

 

[tofo]

RAC

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Mr David HobdayChief Executive Emailops@rac.co.uk Telephone01922 437000Switchboard01922 437000Websitehttps://www.rac.co.ukSocial Media Postal AddressRAC House, Brockhurst Crescent, Walsall, WS5 4AWCompany Number01424399Broken Link RemovedCompany StatusActive (Established 31/05/1979) Advice from CEOemail.comHow to write your email to a CEO Related listsBroken Link Removed

See alsoBroken Link Removed
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SIC Code96090 - Other service activities n.e.c. Broken Link Removed

 

[Larby]

What was the reason for non-starting please?

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[RobWid]

What was the reason for non-starting please?

Hi He found two non functioning glow plugs but wasn’t convinced that was all and suspects a very slight air leak on the fuel lines - suspect areas are the gaskets above the fuel filter near the heater and possibly the fuel pump but wasn’t 100% about either so I’m going for his advice on replacing the glow plugs and fuel filter and full set of gaskets. So hoping to get a slot at a garage Monday morning. Rob

 

[RobWid]

Is it because you weren't treated as a priority if they were aware you were on a friends drive???
No idea if they do prioritise calls but I'd expect Fridays could be busy days.

Hi Appreciate they’ll be busy on cold mornings - don’t know about car commuters but on trains Fridays are quiet days when many people choose to work from home.

Being a priority isn’t the issue.

A total lack of any communication in my direction is. All information depended on my calling them.

Being told a series of different times throughout the day meant I just had to sit in all day wondering if and when.

The offer of coming to me the next day was was being made with no offer of a specific time so they were hoping I’d be happy to sit around another day wondering.

If they were having issues then all they needed to do is be open and honest and communicate these and everyone would understand and could plan around these.

Sorry if I sound frustrated in my post but needed to vent somewhere and the lack of communication has meant that for example missing seeing my terminally ill father. Something that could have been sorted if I’d had any idea of what was going to happen and when. If I hadn’t naively expected them to turn up within a couple of hours I would have simply made other arrangements and focussed on my father.

Rob

 

[Debs]

Sorry if I sound frustrated in my post but needed to vent somewhere and the lack of communication has meant that for example missing seeing my terminally ill father. Something that could have been sorted if I’d had any idea of what was going to happen and when. If I hadn’t naively expected them to turn up within a couple of hours I would have simply made other arrangements and focussed on

The forum is a great way to let off steam & make others aware of potential issues & you have every right to be frustrated with the service you received. I've heard of a few people where breakdown companies haven't been great (including someone who was left in services for a couples of days I think)

Hope you take it further with them & sorry about your dad, these sorts of things just make for unnecessary stress.

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[RowleyBirkinQC]

From personal experience of 2 motorcycle issues this year, I can confirm that the RAC service is disappointing at best. I would not be with them by choice, the KTM warranty included recovery services which are subcontracted to the RAC in the UK.

First issue was electrical for which bike had to go back to dealer. After the obligatory and pointless van visitation after circa 3 hours, it then took over 6 hours to finally get recovered by an independent flat bed. The second time was a roadside puncture, called the RAC who were predicting a response time of ‘several hours’ (I was not a priority). Then called the AA (cover provided with bank account) and the latter got to me within 2 hours.