Having been a member of the RAC for over 15 years, including adding family cars to cover, the first time we needed them they failed !!!!!
My daughter was driving down a very dark country lane a few weeks ago (alone) and due to the leaves as well as the road conditions, she hit a small concealed drain cover kerbstone puncturing both front and back driver side tyres.
The lane was unlit and she unfortunately was stranded on a sharp and particularly dangerous bend. she immediately called the RAC, thinking we have Recovery there would be no issue. THINK AGAIN.......the controller informed her that as both tyres had burst, they consider this a RTA (road traffic accident) and there would be a charge of Â£150 for them to attend. Being a young professional and not earning massive money, she freaked at the cost and told them she did not have that kind of spare money. she also told them that she had recovery cover and could not understand this charge. Their response that due to this being a RTA's this is not covered as stated in the T&C's.
she called me in a state and I arranged a recovery at my own cost.
I am appalled on 2 counts.
1. The RAC left my daughter on an extremely dangerous road alone.
2. I recently asked The RAC what would be the scenario if my wife's car Vauxhall Zaffia which now comes without any spare tyre and only provided with a foam repair kit ,which would be no good if you have a puncture at speed which had happened to me the week before and the tyre was shredded and was told that they would attend and recover or provide a roadside tyre repair company.
Following this issue, I rang the RAC and raised a complaint with one of their very helpful controllers, who informed me that this situation would be investigated and reported back to me within 48 hours. I received a call from an extremely abrupt and unsympathetic manager whom pointed me to the T&Cs and would not offer any apology or some kind of compensation to cover the cost I had forked out for my daughters cost of recovery, as well as my daughter being a solo driver and aged 22. I also stated that should another car had come around the bend on this road, the potential consequence could have been unthinkably, again I got pointed to the T&C's and not once offered anyempathy or apology.
Checking the T&C's, I see this buried on page 12! Like probably most people, who checks all the T&C's!
Fortunately my daughter got off this dangerous road and tyres were fixed by a local garage.
I WILL NOT BE RENEWING MY COVER AND MOVING TO A BREAKDOWN COMPANY WHOM CARE ABOUT THEIR CUSTOMER SERVICE AND ACTUALLY KEEP TO THEIR OBLIGATION IN RECOVERING.
I have reported this to a local BBC Radio station who are keen to communicate RAC's failure and to make aware others whom are unaware of this issue. The fact cars are now more reliable you would think the RAC's life has become a little easier ....Yet the simple things they cannot get right.