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

[monty]

2 hours ago, Cotswoldiver said:

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.

Sounds like the increasing practice of paying off poor customer service with a cheque! I recently got the same thing from my electricity company. A standard apology & a measly £20 for terrible customer service! Just not good enough in my view.

[jerrytr5]

10 hours ago, John Morrison said:

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.

John, I was aware of the post that you refer to and the reference number was one that I quoted to the call handler. Sadly not recognised.

Roger, if you need help in a safe layby calling a fellow member may be an option. Definitely not on the hard shoulder of a motorway (let's not get into the 'smart' motorway debate).

David, seems that £75 is the standard for a complaint. I too received that. Not really justification for service failure.

Jerry

[RogerH]

1 minute ago, monty said:

Sounds like the increasing practice of paying off poor customer service with a cheque! I recently got the same thing from my electricity company. A standard apology & a measly £20 for terrible customer service! Just not good enough in my view.

My mate Jim was the man that handed out the cheques for British Gas in Staines Middx.

It didn't actually increase his buying power at thepub.

 

Roger 

[acaie]

Heard a horror story yesterday about RAC recently leaving my window cleaner in rural north Wiltshire for 6 hrs until 1 oclock in the morning when the turbo on his van failed.

[Rod1883]

The RAC is a poor poor imitation of what it once was - sadly.

I posted back at the time (Malvern 2021) about our little Midget that packed up on the Sunday on the way home and had to be recovered - it took the RAC 26 and a half hours to get us and the car home. We broke down at 3pm just East of Tewksbury and the M5 junction there. Whilst waiting for the Patrolman I changed the points, and then the coil  in case it was one of those - it wasn't.

The patrolman arrived at 4pm which was pretty good, checked what I had done, swapped some of the components back, checked for a good spark etc etc.. He decided it was probably fuel related and arranged recovery.

We were left at 5pm at a non 24 hour BP and Starbucks just East of the M5. We didn't get picked up from there until 1am!

We were then taken to Oxford services where we waited from 2.40am to 10.15am! 

Then we were taken to Cobham services where we waited from 11.35 to 16.05. We got back to Sussex and home at 17.25 on Monday! We had to do all the chasing, the RAC were atrocious at keeping us informed. No guessing that we didn't renew! We had been members for ~35 years thinking we were paying a premium rate for a premium service!

Their model now is to get the people home and then relay the car back at their convenience - OK possibly for a modern that can be secured, but not a classic car. Diana's cousin didn't see his van with all sorts of expensive cycling gear and bikes in it for 6 days after he broke down ~300 miles from their home.

 

 

[monty]

I think the people here who have been affected by RAC’s terrible response should be making it known more widely to the media etc.

This kind of service is not acceptable & many of us who are tied to the RAC through our insurance companies have sometimes no choice & cannot change easily.

[Phil Read]

It would seem all recovery companies are the same. Our cars are insured through Heritage/Norton who use ALP recovery service. My wife and daughter (5 months pregnant) recently broke down on the M6 toll. Phoned recovery ate 4.30 and they turned up within 1.4 hours,good, but they only took her a couple of miles to the services and left her there. A couple of hours later another truck arrives and takes them to Sanbach on the M6 they arrives there at 1030. Despite numerous phone calls throughout the night they were not picked up till 5.30 next morning, arriving home at 7.30am. It will be Heritages loss as I will insure my 7 cars with someone else.

[Trev Good]

12 hours ago, monty said:

I think the people here who have been affected by RAC’s terrible response should be making it known more widely to the media etc.

This kind of service is not acceptable & many of us who are tied to the RAC through our insurance companies have sometimes no choice & cannot change easily.

Just a quick note to say that many insurance companies (although offering a tie in to a breakdown service as a perk) will be open to a percentage discount if you say you have breakdown cover elsewhere and you may have to show it.

You have to be firm with insurance companies and if they say they can't help, go up the chain!

It is when a vehicle has no breakdown cover that insurance companies have found that there is an increase in claims, therefore their risk goes up along with the cost!

[monty]

1 hour ago, Phil Read said:

It would seem all recovery companies are the same. Our cars are insured through Heritage/Norton who use ALP recovery service. My wife and daughter (5 months pregnant) recently broke down on the M6 toll. Phoned recovery ate 4.30 and they turned up within 1.4 hours,good, but they only took her a couple of miles to the services and left her there. A couple of hours later another truck arrives and takes them to Sanbach on the M6 they arrives there at 1030. Despite numerous phone calls throughout the night they were not picked up till 5.30 next morning, arriving home at 7.30am. It will be Heritages loss as I will insure my 7 cars with someone else.

I suspected that somebody would quote poor response from another breakdown company other than the RAC so no surprise there.

Phil, have you contacted Heritage to get their response & comments? I & probably others would like to hear what their thoughts might be. My response from Hagerty has been negligible with no reply all week so will try to get a comment next week from them.

[TwinCamJohn]

Of course it varies, but here in France I have had outstanding service from my insurance company.

Breakdown on motorway with trailer and classic . Collected quickly. Garage could not put the trailer inside a locked compound; Insurance company agreed for it to go to another. A night in a hotel, taxi hotel to garage . A friend came up to collect me  and  the trailer. He was reimbursed for his fuel. When the car was repaired I had a train ticket and taxi from station to garage.

Another breakdown with empty trailer on the motorway on the way to the south of France to buy a car. Collected and taken to garage; Taxi to town to collect a hire car where we continued to the south and saw the car. Return in hire car which was left locally. Train back to collect car and taxi to garage. They had not found the fault. I spoke to the insurance company before setting out and they said, don't worry if it breaks down again we will start a new dossier.

Happy Bunny here.

[monty]

2 hours ago, TwinCamJohn said:

Of course it varies, but here in France I have had outstanding service from my insurance company.

Breakdown on motorway with trailer and classic . Collected quickly. Garage could not put the trailer inside a locked compound; Insurance company agreed for it to go to another. A night in a hotel, taxi hotel to garage . A friend came up to collect me  and  the trailer. He was reimbursed for his fuel. When the car was repaired I had a train ticket and taxi from station to garage.

Another breakdown with empty trailer on the motorway on the way to the south of France to buy a car. Collected and taken to garage; Taxi to town to collect a hire car where we continued to the south and saw the car. Return in hire car which was left locally. Train back to collect car and taxi to garage. They had not found the fault. I spoke to the insurance company before setting out and they said, don't worry if it breaks down again we will start a new dossier.

Happy Bunny here.

Yes there are many better things in France!

[TwinCamJohn]

Yes, a warm fire to come home to.

[Phil Read]

22 hours ago, monty said:

I suspected that somebody would quote poor response from another breakdown company other than the RAC so no surprise there.

Phil, have you contacted Heritage to get their response & comments? I & probably others would like to hear what their thoughts might be. My response from Hagerty has been negligible with no reply all week so will try to get a comment next week from them.

Yes I contacted Heritage as they sold the policy and are therefore responsible, and spoke to a manager. He contacted ALP and after 10 days I recived a reply from them telling me they are looking into my complaint. Nothing since. I dont want compensation, just good service.

[Cotswoldiver]

Agree with Phil's comment 'just want good service'

I've now taken out a policy with Start Rescue.Co.Uk.  which was recommended to me. At least when i entered my reg number into their system it did identify the car correctly as a TR4A which was a major step forward from the RAC which looks like it took a best guess approach by at least knowing it was a Triumph but listed it as an Acclaim. This will be fine in the UK but I will need to find an alternative if/when we venture into europe as they don't cover cars over a certain age for recovery in europe.

In fairness, the RAC did get back in touch with me to apologise for the service, they had checked my story and agreed it was unacceptable and staff training would follow ( i hope so) in addition to the £75 compensation they are also covering the £80 I forwarded to the 'stranger' who helped me at 2.00 in the morning

[Misfit]

Son in law paid £750 to cover his commercial vehicles, having broken down, contacted RAC  His vehicle arrived at his unit 22 hours later, having been picked up at Bridgewater, some hours after he notified  RAC, was then taken to Exeter told this is as far as I go and dropped off.  Despite assurances if will bei about two hours, then further assurances 2 hours this continued until 3am it arrived at 7am finally. The employee spent all night  stuck in the van.  I’m Apple hi  seebjeewo (That should read) I’m   Auto Aid  seventy quid)

 

 

 

Edited July 11, 2023 by Misfit

[barkerwilliams]

Reading these made me wonder, where do I find the "A Plan special reference number " as quoted above?

Alan

 

[J R Martin]

Having had a bad experience with RAC recovery recently ( non TR, only 6 hours wait in rain by the side of A14, numerous lies and final recovery by local sub contractor) my policy is due for renewal at the end of July; but where do I go?

Currently insured with A Plan (Not Register Scheme) but a friend was offered to be recovered under the Register Scheme that involved leaving his car at a motorway services whilst the AA transferred from one recovery truck to another. He did not accept this offer as it would invalidate his insurance cover!?

My recovery sub contractor suggested Green Flag but any suggestions most welcome.

Thanks

 

John

[Motorsport Mickey]

On 7/11/2023 at 11:11 AM, J R Martin said:

Having had a bad experience with RAC recovery recently ( non TR, only 6 hours wait in rain by the side of A14, numerous lies and final recovery by local sub contractor) my policy is due for renewal at the end of July; but where do I go?

Currently insured with A Plan (Not Register Scheme) but a friend was offered to be recovered under the Register Scheme that involved leaving his car at a motorway services whilst the AA transferred from one recovery truck to another. He did not accept this offer as it would invalidate his insurance cover!?

My recovery sub contractor suggested Green Flag but any suggestions most welcome.

Thanks

 

John

Green Flag the recovery operator of choice for caravanners (I'm one).

When towing they offer full onward delivery of caravan and yourself to your chosen site (throughout UK) and recovery of same after your holiday to your home address. Used them twice for car recovery for everyday cars within 140 miles of home. No fuss, turned up within 20 mins in each case and home in about 4 hours (includes drivers rest time at stops to comply with regs).

Also used them once for caravan recovery from near enough Lands end to junction 28 M1 because of mechanical problem on caravan which took 12 hours. Needed a midway stop and changeover of sliding deck body complete with Caravan, so each firm could comply with driving hours. Very comfortable and calmly carried out, we had lunch on the way home and a couple of visits to attractions as we tracked the caravan on the phone. Arrived together at home for the caravan unloading. Also they WILL come and recover you from off road sites ie middle of muddy fields etc where the normal suspects just laugh and tell you to "get it to the road guvnor", not easy with a suspension failure on a car.

Last premium was £130 for Premium cover including Home start, and covering breakdowns within 1 mile of home, also covering wife and myself, and one named car which they will recover if anybody is driving. Also as long as wife or myself is in attendance they will recover any car we are travelling in, peace of mind and no "I thought it was covered by my Banks insurance offer" problems. 

Mick Richards

Edited July 13, 2023 by Motorsport Mickey
Spelling

[mike ellis]

Used Britannia (part of LV) for very many years and they have always been reliable.  Not had to call them out for about eight years so can't comment on their current performance.

Mike

[J R Martin]

Sounds good Mick, many thanks.

Currently awaiting written quotation from Green Flag before I press the button.

My problem is two TRs, a cream crackered Mondeo (tip car) and two modern Mercedes; they don't seem to like five vehicles and only two drivers (SWMBO and me ).

Thanks again

 

John

[Motorsport Mickey]

21 minutes ago, J R Martin said:

Sounds good Mick, many thanks.

Currently awaiting written quotation from Green Flag before I press the button.

My problem is two TRs, a cream crackered Mondeo (tip car) and two modern Mercedes; they don't seem to like five vehicles and only two drivers (SWMBO and me ).

Thanks again

 

John

For 2 drivers breakdown insurance whose covered in any car they are driving...OR even just being the passenger in, I would think that would give both of you cover in whatever car you inhabit.

Chose which car in your fleet you want as the specific vehicle in case it gets left at the side of the road without any driver, unlikely but could be possible.

Mick Richards

Edited July 12, 2023 by Motorsport Mickey

[openroad]

I was with Green Flag thorough my Bank. I was very happy with them.

The Bank have changed to the AA , I hope that they will be good too.

Thumbs up for Green Flag then.

Conrad.

[Lebro]

The only breakdown service I have actually had to use (once for my Stag, & once for my Jeep) was Green flag, & on both occasions they were great.

I am currently with the TRR one, which uses the AA I understand. maybe not a good move ?

Bob

[stillp]

I've had to use the AA a few times for my Ford. Very good service every time.

 

My worst experience with the RAC was many years ago, when my Escort was losing water on the M4. Only needed a heater hose cutting back a little and reconnecting, but I didn't have the right tools so I sued the roadside 'phone to call the RAC. I was told they'd be with me in 20 minutes. An hour later I called agine. Same response. Another hour later, I called again - the operator looked at the call log and said the patrol had driven that section of the motorway twice but I wasn't there. I confirmed the number of the post I was parked next to. 15 minutes later the 'phone rang, and the operator said the patrol had just driven that section of motorway but couldn't see me. After a couple more iterations of this, I saw a police car stopped on the bridge across the motorway, and the 'phone operator called and patched me through to the police, who wanted to know why I was parked on the hard shoulder! (Perhaps they couldn't see the raised bonnet and the puddle of coolant underneath). Anyway, the copper must have 'had words' with the RAC, because half an hour later a breakdown truck from a local garage appeared, trimmed and refitted the hose and refilled the cooling system. He explained that he was a contractor to the RAC and his 'patch' ended at the exit slip road that I'd just passed, and the next 'patch', for which there was a differnt contractor, . started at the entry slip half a mile further down the M4, so he'd driven to the exit slip several times but hadn't passed me as I was further along the motorway. He had to get the RAC's agreement to pay him for the extra 40 miles to go to the next junction and turn around so as to get back in his patch. Of course after fixing my car he just reversed back up the hard shoulder and left at the exit slip. Total elapsed time was about 5 1/2 hours, time taken for the repair about 5 minutes.

Later investigation found that the map used by the people running the emergency phones shows each junction as a point, and ignores the distance between the exit slip and the following entry slip, so I'd stopped on a section of shoulder that didn't exist as far as the control room was concerned

Pete

[J R Martin]

Studying the various options for car recovery and reading the Contracts very carefully, some I notice will not cover any vehicle over 16 years old!

Take care before signing up, not many TR are less than 16 years old!

John