@
VanDriver
I'm having a similar experience. My vehicle was recovered by a 3rd party after the RAC patrol advised it was not repairable at the road side. During the unloading of my car, from the recovery vehicle, the front bumper was damaged and (having been asked by the recovery driver to retrieve something from beneath my car) had my hand driven over breaking 2 of my fingers. This all happened on the 25th of June 2023, with a complaint raised shortly after. It wasn't until the 18th of September that I had the first of 10 emails (in 8 months), so far, from the RAC. The email advised that the 3rd party had agreed and accepted responsibility for the events and that their insurer would be in contact shortly. I've now received a total of 3 emails from the RAC stating that the 3rd party insurer will be in contact shortly with the most recent being the 14th Feb 2024. The vehicle was, at the RACs request, taken to a repair shop for a quote which came to the sum of £3563.53. This quote was sent to the RAC along with pictures at a later date. The RAC the requested the location and contact details of the vehicle so that an inspection could be carried out. As yet, no attempt has been made to inspect the vehicle which continues to be stored by the repair shop whilsttheyawaitsome sort of correspondence from the RAC or the 3rd party. Storage fee for which are now at £3525 + VAT at £25 a day + VAT. To top it all off, the injury caused to my hand caused me to require 5 weeks off work and several physio appointments, all at a financial loss to myself.
The first line of page 13 in the rescue policy booklet states: We are committed to providing excellent service. At present I'm yet to receive any level of service
I'm at the end of my tether with the lack of support from either the RAC or the 3rd party and have bow marked the email chain FAO complaint department manager requesting a full resolution within 28 days or I will be seeking advice and legal action against the RAC In the meantime, I am going to be researching the best course of action to take if this is required
I doubt very much that we are the only "valued" customers to receIve such poor custome service from the RAC. I hope you're complaint is resolved soon, keep me updated.