RAC? - World's worst company?

[Paul A]

Hi, if you've seen my other post viewtopic.php?f=32&t=32349
you'll know both my Fronteras are dead...
Mine (2.2 diesel) has no drive at all, looks like something in the clutch area has given up.
Anyway, to cut a long story short, it's all country lanes around here and where it broke down it couldn't have been in a worse spot (uphill on a blind bend on a narrow lane!).
Having no mobile phone coverage in this area I couldn't phone the RAC to get recovery.
After 20 minutes or so the "ever so helpful" local little police car turns up and Mr Plod tells me "You'd better get that moved - it's dangerous"............. (No............Really?).
The local farmer came along and offered me a tow back home with a tractor which I gratefully accepted as it's about a mile to home.
Car towed home, all well, until I phone the RAC to get them to recover the car to "Mr Clutch" in Luton.
I'm informed by the badly trained simian at their call centre that "Sorry you aren't covered for home assistance" (!!!!!!!)
I explain to him that the POLICE requested I move the car as it was in such a dangerous place, and it didn't break down at home but over a mile away!
Still he refuses to budge and tells me again I'm not covered for home!
I demand to talk to a supervisor or manager to be told "All our managers are too busy to talk to you I'll get one to call you back within 24 hours"
I'm then promptly "cut off"
I ring back..... another idiot ..... same thing "not covered at home" and again..... cut off
Ring back again and ask to be put through to their complaints department to be told "We don't have one - I can get a manager to call you back in 24 hours.

[Drift]

Even if they where correct and you where not covered they should not cut you off without explanation.
I find it shocking that most big companies do not have a customer service comments or complaints department, I work in ours and we pride ourselves on getting amicable outcomes to all enquiries, though admittedly we cant please everyone.
Our customer comments count towards the companies KPI's (Key Performance Figures) so they are important.

I have come across quite a few big companies without and complaints procedure, Virgin Media, Carphone Warehouse and a big insurance company to name but a few.

[Paul A]

Part 2!
At this point I decided to go onto the web and find out where the head offices of the RAC are and see if I can at least talk to someone with a brain.....
No Joy... I did however, find that the RAC are owned by "Aviva".
I rang Avivas head office and they told me the RAC did, indeed, have a complaints department and they would put me through!
I got through to their complaints dept, explained what had happened, to be told "I'll put you through to breakdowns".
I said I didn't want to talk to "breakdowns" I just wanted something sorted out.
The guy (Alan - I hope you have lost your job now as it was all recorded!) told me to "Bu***r off" and put the phone down on me!
I rang Aviva back and they put me through again, After much argument with another "complaints" person they finally agreed they would pick the car up ........... but only if it wasn't at home!!!!!!!!!!
I got my neighbour to tow the car back to where it had broken down!
Phoned back the RAC (By this time it was 1 p.m.) told them where the car was, and told them they would need recovery as the car was no way going to be able to be fixed at the side of the road!
I was told it would be about an hour.
By 3 p.m. ......... no one has arrived......
Phone RAC back .... I'm told "the job has been cancelled as the patrol couldn't find the address!!!!"
I went back to "complaints" and went slightly mental........
They agreed, but only with EXTREME pressure, and LOT of shouting from me to send someone out again and this time to get them to come to my house so I can show them exactly where the car is as the location doesn't come up on their "satnavs"
I remind them that the garage it needs to go to shuts at 5.30 and they will need a large recovery vehicle.
Finally, at 5.20 p.m. they show up........... in a van..................
Well,the driver is actually an o.k. guy and arranges for recovery which turns up at 6 p.m. (not an rac vehicle but a contractor).
Turns out the car will have to be stored overnight (18 miles away!) and taken to the garage this morning.
Moral - R.A.C.?.......DONT TOUCH WITH A BARGE POLE!

Here is their complaints department phone number (which none of their call centres will give you) if you ever need it!

R.A.C. Customer breakdown complaints:

0800 731 1104

[colley]

My mate had a similar problem a few years back What we did is pushed his car to the next side street away from his house approx 500 yards away and phoned the breakdown to recover it they had no choice but to recover it as it was no longer at the home address

[SPEEDBIRD 202]

I used to be with the RAC about 20 years ago, I only ever got to use them once- that was when I had an electrical fire on the M3 motorway ..... I remember not being very impressed with their Service then. Each year their charges got more expensive, then they decided to sell the company, that's when I got out and changed to the AA.

Ive stayed with them ever since, they seem OK so far, not had to put them to the test much - except with my other halfs mini [old type] when she was stranded

good luck with the repairs

[Paul A]

Thanks,
I never had this problem with "green flag".
I had a similar situation where I moved the car home after it had broken down and they were only too grateful that I'd made the recovery drivers job a lot less dangerous/easier!

[jammywagonwheel]

Hi, I joined Green Flag just after buying Martha, it covers me and SWMBO for the princely sum of £64 per annum... inc homestart for any vehicle were in..

My fuel pump went pop on my 55 plate Golf - and 1 phone call (explained its got a DSG gearbox and cant be towed, has to be suspended and its properly dead) at 6:30am and 20 mins later.. Nice chappie in a flatbed picked me up, took me to the garage and dropped me home (about 5 miles total for the round trip), had a cuppa and a natter, nice guy, great service etc..

One of the guys at work recommended them as he has used them for years, he has cars and Bikes, and has never waited more than 45 mins from call to arrival. He had 5 call outs in a 1 year and they were Fab..

Try them when your renewal comes up;)

John

[Paul A]

Hi,
Yes, I wanted to go with "green flag" but the wife said "no... go with rac as we've got a special at work and can save £15"
Never going to listen to women again..........
I've written a letter to the CEO of Aviva, and the RAC ......... lets see what happens!

[jrg1953]

Been with Green Flag for years recovery only £40some a year usually had a van Vito Tranny been recovered several times once from Devon 1 phone call they then ring you back 60 minutes promise for assistance or £10 cash back [never had it came within 30 minutes] cannot fault them 5minutes on phone to head office [ Proper English speaking customer services] to change a vehicle my advice Dont try the rest just go with the best John

[citspeed]

there insurance aint any better tried ripping me off for £560 for bess when i got it for £182 bit of difference

[Sir-Doris]

AA all the way. Only ever used them once, said I may have to wait up to 2 hours, said I needed a flatbed as wouldnt be able to fix at roadside and they duly turned up 45 minutes later.

I knew what the fault was, overtightened cam belt. Just didnt have the tools with me to sort it out.

Dont have homestart because I reckon if I cant get it going with what I have then neither can they.

[Road Hog]

AA with relay,roadside assistance & home start,no complaints

[Drift]

Im with the AA but havent used them for years......

[N1ova]

Go with Greenflag.Not had any problems with them.And never had to wait more than 30 minutes for them to come out.

[Ross]

Before I say anything, I am not defending the RAC I am just telling you about my experience,
It was early on a friday morning just before christmas last year (when we had lots of snow) and the company van broke down on me near J13 of the M1, I was horrified to find out the company uses RAC. I had no choice but to ring them and I have to say that they said I would have a man with me within the hour. 10 mins later the chap himself rang me and told me he was 15 minutes away and gave me the usual stay safe script. After only 10 mins he arrived and got the van off the motorway and into newport pagnall services where after a LOT of work from him he got the van running and gave me his mobile number in case I had any trouble on the way back and he would get someone with me straight away. This is my only experience with them (I use green flag) and I was impressed with the chap himself, control centre could do with more people answering the phone but at silly o'clock I can't blame them.

[FUDDY MUCKER]

Been with the RAC for many years, and on the 4 occasions I've needed them, I've found them to be very professional, helpful, and courtious at all times.

The quickest call out I had was 4 minutes when the alternator belt snapped on my passat, rang the control room, explain the situation, while i was still on the phone, I got another call on hold from the patrol man who said he was in the next street and would be with me soon. SPOOOOOKY or what !!!

I think every service or company has good and bad experiences, so i' think it comes down to personal preference and experiences.

[Paul A]

Hi,
I had no problem with the guy that came out.
As I said, he was a nice guy and was horrified to hear what I'd been put through.
It's the muppet show in the call centres that do my head in!

[Road Hog]

Taking out breakdown cover (AA,RAC,Green Flag,etc) is another form of insurance & like all forms of insurance (house,car,home contents,etc),while we never want to claim against them it is comforting to know they are there should the worst happen.But as with all forms of insurance policy your RAC cover has its parameters,from what you say they acted within them,given that the car was in a dangerous position & that you had no phone signal you could have asked the police person to use his car phone to call base & get them to call the RAC for you,bet the driver would have found you first time round then

[Paul A]

Sorry, but I don't think telling me to "Bu***r off" falls into anyones "parameters"
The cop who stopped wouldn't let me use his phone OR make a call for me OR radio in as
by that time someone had offered a tow and Plod suggested that I take it!
I really do think that moving the car wouldn't matter a damn.
After all, it didn't break down on my drive, it broke down a mile or 2 away.
The rac could easily have checked with the police that they had asked me to move....... they just couldn't be bothered.
Any other breakdown company would have only been too grateful that I'd got the car away from an area where their driver would have been in danger!

[Road Hog]