RAC Breakdown service - non- service actually - A tale to enjoy with a cuppa

[Cotswoldiver]

I belong in that group of TR owners that loves the social and driving side of things but who readily admits has limited technical knowledge and so relies on third parties for help. As part of that i have breakdown & recovery service from the bank - RAC. I have their app installed and also have the TR Register App.

I was returning home to Berkshire in my 4A after a super session with Mark of SRD in Launceston who was checking my carbs and carried out a rolling road service for me. Although I don't have the techie knowledge I do love watching these guys carrying out their dark arts of tuning a car to make it more useable or whatever an individuals goal for their car is.

Anyway, about half way through my journey home with a big grin on my face because the car was running beautifully I suddenly lost power on the A35, luckily I have hazard lights fitted and I managed to coast to a stop in a small lay-by on the opposite side of the road. This was about 5.15 in the afternoon. The cause was quickly spotted, the ball from the ball and socket joint on the accelerator rod nearest the radiator end of the car had popped out. Luckily, the end screw was in place, but without even the simplest of tools with me I wasn't able to reconnect it, but thought this was a simple fix for a RAC patrol. Entered the details on the app as is now required and the instant message return said a patrol would be with me at around 10.38! However, that was changed with an updated message that said it would arrive between 6.23 and 6.53 so I thought i was in luck. That time window came and went and wasn't updated and no one arrived. The automated messages kept apologising for keeping me waiting, but after 2 hours outside the expected arrival time I decided to call to try and speak to a person. I did get through and was told the expected arrival time of a patrol is only a guide and is auto generated. The person advised me they were still trying to get someone in the area. After another two hours I rang back to say I was now getting rather anxious and could I arrange for a recovery truck just to collect me and take me home, they agreed because of the circumstances but this would be a third party provider.

Thank you for reading so far, I am now going to miss out a few of the even more boring bits to try and make this long story shorter for my happy readers! The next auto message confirmed that a trusted partner will be in touch shortly with the details. Fast forward a few hours, I was told recovery truck would be with me between 8.30 and 8.45 - it didn't arrive, fast forward to 12.15, I was told expected arrival time would now be 2.15. It never arrived. The RAC said they would now book a taxi to collect me and take me home, please leave the keys on top of a tyre and the recovery company will collect the car in the next 2 hours and take to a safe area and deliver the car back to me probably the next day.

At around 2.20 a guy stopped in the lay-by and asked me if i was waiting for the RAC, I said yes and thought at last some progress, but he turned out to be a local recovery guy who had passed by the lay-by and seen me at 5.30 and wanted to know if he could help as he had helped a TVR owner who had also broken down a few miles back ( i had seen him and the police were laying out signs as he was in a tricky spot) So heres the dilemma, its 2.20 in the morning, very dark and I am in quite anxious mode. I took a chance purely on gut instinct with him mentioning the TVR, he popped home came back within half an hour with a few basic tools and ties and between us with the help of the torch on the Iphone ball and socket were reunited, screw was tightened, split pin checked and a tie added just in case. The car started first time, he stayed behind me for a few miles to see that all was well and then carefully I completed the last 100 miles of my journey and got home just after 5.00 - dawn breaking was lovely that day. I was rather pleased to see it

Many salutary points to take on board I guess, firstly is it worth always carrying a few basic tools wherever you are going because maybe even a bit of limited knowledge may help to get going again. Secondly, in this day and age how hard it is to make a decision on a deserted road, in the dark to trust a stranger. In this case I was lucky to find someone who believed in trying to help folk in need.

In hindsight, perhaps there would be things i would do differently there is certainly plenty to think about. But i thought it might be useful to tell the tale and I know there will be plenty of opinions, but hindsight is a great gift, I just hope others may check what they have in place and if they are with the RAC consider if they want to trust a once good name. Auto bots can't recovery you.

As a side note, I did earlier try the TR insurance company as I thought i had cover for recovery. They checked the records and said my insurance had ended in July 2022, but they could assist but i would be liable for all costs if it turned out i didn't have cover - something else to follow up on. I did use the TR App but couldn't see anyone close by that could offer a recovery service and it was 5.30 in the afternoon.

Now I here you asking what about the breakdown recovery company? Well in fairness to them, they did contact me at 18.31 yesterday evening to say they were there to pick up  a triumph but couldn't see me. I explained what had happened, he then told me that his company had first got the call to recover me at 9.00 earlier in the day. He then also told me that the RAC have no staff of their own now and everything is dealt with by third parties.

And the RAC, still nothing from them at all. So at least I have not been fed anymore lies. Me, the bank recovery service is being cancelled. Waiting 25 hours for someone to arrive to assist with a breakdown I think is perhaps a little long

For me, much to take on board. The RAC - well words fail me, my partner at home was worried enough to call the RAC herself to explain how appalling it was that they could leave a 69 year man all that time without any form of service, they rang me back and that was when the taxi home service was offered again, I said i didn't want to leave the keys and if the recovery van would be here at 2.15 I would rather wait with the car, they said OK

Having written this, I'm now going to make myself a cup of tea and reflect a little bit more

 

David

 

 

 

 

[RogerH]

Hi David,

I've heard that about the RAC. The AA can be a little better.  Or GreenFlag a better still.

Do have some small tools available and try to understand the basics.  How about replacing a wheel.

Is the spare pumped up !!!

A passing motorist with knowledge could then use the tools.

It does happen to all of us - but not too often.

 

Roger

[qkingston]

Lucky/unlucky? I don't know but when my core plug blew out on the M74 on Sunday afternoon, the RAC patrol van turned up in 30 mins, a very knowledgeable chap who agreed that I needed a recovery truck. I was told 'a trusted partner' (911 Recovery Services) would attend; he turned up in less than 2 hrs (and the app kept me updated) and I couldn't have asked for a more pleasant driver for the return trip home. I guess it depends where and when you break down. Do the RAC have enough resources to cover the customer demand? I doubt it, but they're not all bad

David

[john.r.davies]

Well, if we're swapping stories, I'm with the RAC, and I've used them twice in the past year, on the modern.

First, clutch failure.  Complete and sudden - In fact the slave cylinder had broken. Broken????? Yes, it's made of plastic!   RAC arrived in less than an hour, top of the rush hour, and towed me to a local garage who fixed it over night.

Then, the Electric HandBrake failed.  First it refused to engage, OK, I could secure the car by lodging the front tyre against the kerb.  Then, twenty minutes later, it refused to release, at road works traffic lights, luckily on a side road.

RAC promised "within two hours" but I pointed out that I was immobilised in the middle of the road!    They put me onto their "Technical Specialist", who advised a black magic procedure, to press on the brake pedal repeatedly and as hard as possible, then do it again with the hand brake switch lifted.(ie on)

It worked!    I was able to drive home, although the dashboard lit up like a fruit machine with warning lights.    Thinking that there had to be an electrical fault, that needed OBD diagnostic kit, and probably Citroen kit too, I booked it into the nearest dealer, 20 miles away.

But by the time they could get it in, all was well.  Shortening the tale, eventually a new alternator cured the problem, but dear readers, I sold the car!

But RAC were trumps, both times!

John

[monty]

A little worrying as my Hagerty insurance use RAC!

[TR NIALL]

Well here’s me on the M6 South of Birmingham heading to Silverstone 2 weeks ago.My mates 1935 Triumph developed bearing trouble and we were left waiting 3.5hrs on the RAC for Recovery during that time an RAC Van turned up to assess the situation and told us they would send out a Van with Spectacle Frame to recover the Car my mate declined and said it had to go onto a Flatbed Truck the Driver then rang back to his base and they said they could not take the Car at all as they had nowhere to store it overnight after more Phone Calls they sent out a 3rd Party Recovery who were told to take it to Manchester as that was the only storage available that they could find so we bunged the Driver a few Quid and he bought the Car to Welshpool in Wales for us instead and we went on our merry way to Silverstone in my TR6.

Edited June 29, 2023 by TR NIALL

[openroad]

This week, my Sister waited 19 hours for the RAC to even actually turn up !!  It was a Richford recovery vehicle that eventually collected her.

Conrad.

[monty]

I have today written to Hagerty regarding these terrible RAC experiences asking them to keep a watch on response times on behalf of their customers. 

[Cotswoldiver]

That's a good idea. I also wrote to the RAC this morning via their complaint procedure asking for an explanation for failing processes and 25 hrs wait for the first person to arrive on the scene. It will be interesting to see what the response time is, their complaints procedures states 8 weeks and do not expect any contact until that time period/investigation has passed

David

[john.r.davies]

My RAC experience not all rosy.    Daughter broke down (shredded tyre, wheel well fitted with "Tyre Inflator" at factory, on the M6 high in Cumbria, in December, 60 miles from us, alone save for infant grandson in car.  She told RAC this, and us, saying they would be with her soon, don't worry!  

I set off, with food and warm drinks, and arrived with her a good hour before a local tyre fitter arrived.   Recovery trucked to their depot, fitted new tyre and she was on her way again, but not after some hazardous delay.

And then, after telling me the car didn't feel right, I checked the new tyre.   Right diameter, much too narrow!  

Dealers "Trusted" by the RAC may not be by anyone else!

John

[MilesA]

Eldest daughter's headlamps on her RAV4 failed as she joined an unlit section of the M4 on her way back from Bristol last Friday. Phoned RAC who said it would be 6 hours. She gave them a lecture about risk to lone woman on the roadside to no avail. Remembered she also had AA cover via a bank account and they quoted 4 hours which they pretty much honoured except they did not have a single suitable replacement bulb. Eventually, sat it out until reasonably light then drove home to London and went to work - shattered. 

Basically, looks as if we are paying for no service for recovery, as with so many businesses these days.

Also, I failed as a father. All my cars carry a full bulb replacement set, a practice that I have clearly not imparted to my daughters. 

Miles

[RogerH]

Can the ordinary driver replace a headlight bulb on a RAV4!!.

 

Roger

[monty]

17 minutes ago, MilesA said:

Eldest daughter's headlamps on her RAV4 failed as she joined an unlit section of the M4 on her way back from Bristol last Friday. Phoned RAC who said it would be 6 hours. She gave them a lecture about risk to lone woman on the roadside to no avail. Remembered she also had AA cover via a bank account and they quoted 4 hours which they pretty much honoured except they did not have a single suitable replacement bulb. Eventually, sat it out until reasonably light then drove home to London and went to work - shattered. 

Basically, looks as if we are paying for no service for recovery, as with so many businesses these days.

Also, I failed as a father. All my cars carry a full bulb replacement set, a practice that I have clearly not imparted to my daughters. 

Miles

This is unacceptable service, a girl on her own & the RAC quoting 4 to 6 hours. If the facts are correct then those affected should be writing to the RAC & bringing it to the attention of the media etc. Just not good enough & I am awaiting a sensible comment from Hagerty Insurance who use the RAC.

[RobH]

One assumes both headlamps were not working, so probably not just a bulb ?  

[jerrytr5]

I can see this thread running on for ever.

Not in the TR but another one of my 'older' cars broke down northbound on the M6. I Called the A Plan insurance breakdown service (which turns out to be the AA).

Despite giving them my insurance policy number and trying all four reg numbers that are covered, they could not find me on the system. At this point one should just let them offer the service and thrash it out with A Plan at a later date, however when on the side of a noisy motorway where one can only hear every third word the nuances were slighty lost.  All I heard was "not......covered".

I did complain to the AA and A Plan that it wasn't really a service fit for use but the response from the AA was:

"I can confirm that when you called, the agent was unable to find your details on our records. This can sometimes happen when we rely on a third-party to provide us with information."

Which I took to mean "Yes, rubbish isn't it but get used to it".

A-plan were more understanding but it appears that they are not in a position to put pressure on DAS (the breakdown insurer) or the AA to operate a system that is actually fit for purpose.

So, my backup was the RAC for which I have family cover.

Four hours later I was recovered from the hard shoulder, not home, oh no, but to Stafford services southbound. "Somebody will be along later to pick you up" said the cheery driver.

Multiple calls to the RAC later they offered to find me a hotel for the night. So a taxi arrived at 00:45 to take me to the hotel on the Northbound services as Southbound was full.

The next morning a transporter arrived to pick up the car. "Where are the keys" said the chap on the phone from the southbound services. "In my pocket" said I from the Northbound side. (At Stafford the north & south services are separated by several miles). Honestly, you couldn't make it up.

So the RAC said they would provide a hire car so I could get home, and recover the car later.

10:30 the hire car arrives, so we drive north to the next junction turn round & head south to the car so I can retrieve my 'stuff' then onward to the hire car depot.

Finally arrived home over 24 hours after original breakdown. Goodness knows where the car went to as that didn't get recovered until SIX DAYS later. To be honest, after leaving it at the services I wasn't really expecting to see it again.

My complaint to the RAC took considerably longer than the 20 working days and the response was:

"While we normally get to most of our members within an hour, we can't guarantee attendance times as there are often circumstances outside of our control, such as the weather, traffic and emergencies, which cause delays."

So, chatting to the recovery drivers it seems that the RAC no longer have their own recovery service but they appear to put recovery jobs out to tender, which means that if no one fancies the job, then it doesn't get done.

Correction, they must have one RAC liveried recovery vehicle as my car finally arrived home on it.

Jerry

 

 

 

 

[MilesA]

Roger - my thoughts initially based on my experience of the absurd complexity of modern car design but actually it’s a 5 minute job. Grasp existing bulb (readily accessible), twist to release from bowl, press tab to release connector and reverse to install. So a big tick to Toyota. 

Rob - my first thoughts too. Replacing both bulbs worked but I have told my daughter to carry a spare in case she has some other intermittent fault.

Miles 

[John Morrison]

Well I have to say in the main I find these reports utterly appalling.

To be fair to A Plan there was a known issue with finding a client needing breakdown service bought via our scheme, it required quoting a special reference number and was highlighted in these pages sometime ago.

I’m away just now but will highlight when I get home next week.

As for leaving an OAP for over a day by the side of the road deserves national press coverage 

I wonder what the likes of Martin Lewis would say about an organisation taking our hardearned cash for a service they clearly are unable to perform 

John

[monty]

24 minutes ago, John Morrison said:

Well I have to say in the main I find these reports utterly appalling.

To be fair to A Plan there was a known issue with finding a client needing breakdown service bought via our scheme, it required quoting a special reference number and was highlighted in these pages sometime ago.

I’m away just now but will highlight when I get home next week.

As for leaving an OAP for over a day by the side of the road deserves national press coverage 

I wonder what the likes of Martin Lewis would say about an organisation taking our hardearned cash for a service they clearly are unable to perform 

John

Yes I totally agree John. Those affected by this terrible service should be contacting any relevant person or organisation to highlight & address this situation.

[john.r.davies]

My first use of the RAC ( above) got a proper RAC patrol man and van, who towed me away.     It's not all second hand assistants.

John

[RogerH]

An annoying side to this is that we used to publish a list in TRAction of members able to help - either mechanical or a bed.

It was extensive within the UK.

And now it is gone. Does the APP adequately replace it.

 

Roger

[stuart]

50 minutes ago, RogerH said:

An annoying side to this is that we used to publish a list in TRAction of members able to help - either mechanical or a bed.

It was extensive within the UK.

And now it is gone. Does the APP adequately replace it.

 

Roger

Unfortunately not, under the guise of GDPR you cant publish stuff like that anymore, Same as each group used to produce a booklet with all the members details, sadly also long gone.

Stuart.

[RogerH]

You can if they give permission 

All the committee members and registrars have their details published

 

Roger

[JohnG]

Roger is correct

As long as you have the permission of those who's details are to be published, away you go.

 

I wonder how difficult it would be to resurrect said lists.

They could be placed in the members section

[cvtrian]

3 hours ago, RogerH said:

You can if they give permission 

All the committee members and registrars have their details published

 

Roger

not forgetting group leaders also have their details published
Ian

[Cotswoldiver]

Following on from Roger's comments re: members of the TR Register, I must admit  I did think about dropping a message on the forum just in case someone close by could have helped in any small way possible, but with the original estimate of assistance arriving changed to a shorter period I thought i would be OK.

May be, just may be we could have a new sub heading within the forum for posting emergency help needed. I know if i saw something like that and it was in reasonable driving distance i would try and help, even if it was to arrive with a cuppa and some company - but I realise that is also fraught with issue in these current times.

Interestingly, I had a response from the RAC today after making the complaint, virtually the same standard response but accompanied with the promise of a cheque for £75 to follow in the post.