After not knowing where to go. I came here to express how frustrated I am with the service I received from RAC mechanic.
My car was parked on the road safely overnight but when I went to my car I saw my tyre was flat. I called RAC straightaway. I had to wait almost 5 hours for this call which could be understandable due to how busy it is in Reading - city as due to how safely my car was parked not obstructing anyone so I guess I was on low priority on call. This is not the issue.
Main issue is with how rude and rushing was the mechanic that came for assistance. He came and saw my flat tyre. There was a cut on side of tyre which could not be fixed and tyre has to be replaced.
Then he said I cannot fix you, i will give u number for tyre repair which I didn't wanted as if it's this then I would liked to have that car towed and taken to my nearest garage where i normally go to (this place is less than a mile from the car broken down place) to which he flat out refused with a laugh (idk why - this confused me a lot).
Then the guy said since you refused the service I provided by not taking the phone number of mobile tyre I am not able to help you. This shocked me, after waiting for 5 hours and just asking for the car that could not be fixed to be taken to the nearest garage flat out refused with no valid explanation or if this is against policy? I did complained him about the long wait while he was packing his stuffs but in no way I was agressive or in high voice. Infact I was begging him for the car to be towed to my known garage. Only response I kept getting was, because I refused the service that was given to me - the phone number for mobile tyre. This all happened within 5 minutes. The way this short communication happened last night all I can remember is how rushed he was to get out of there.
As soon as he walked off, I called RAC to see if they could help. From there I found he put in comments that I was rude because of long wait and did not want the services that he provided. Regarding this the spokesperson was unable to do anything as I had to go through complaints team which was the only way for this to be resolved. So i contacted them online after speaking with RAC, to which I got a response of,
'After a thorough investigation, I accept there was a delay, but I'm unable to agree with all the issues you've raised in your complaint. I hope I've been able to clarify why we've reached this decision. Our complaints process has now come to an end and this is our final response'
Idk what to make of this? The complaints now say,
'However, it's important to note that your vehicle hit a curb, which is classed as a road traffic collision. This is not covered under the terms of our membership. I understand that this may not have been clear at the time, and I'm sorry for any confusion'
I did not hit the curb. The vehicle was parked on the street near home day before last night as I have off street parking. Tyre was fine when I left, saw the flat tyre when I came to this. Idk who did this and how it happened but definitely have not hit the curb in the last few months.
All I wanted was, I now know what is the issue with my car and would love for this car to be towed to my garage of choice. Is this a big ask when I am covered fully with all the specs that RAC provides for membership?
Yes I am upset with how rushed and unhelpful the mechanic was who came for assistance. But without listening to my side from my perspective through call, can the complaints team just say that their mechanic was right as per the worknotes. It looks like now I am unable to call RAC for this same issue for towing out, if I do I will be charged for this.
After the experience I have had, I feel like there is indirect advertising of their expensive mobile tyre service + charging of extra money for what you are covered already just because a mechanic who was in rush did not wanted to take his hime on towing my car.
I have been RAC customer since 2018 through various insurance providers. I have had couple of callouts untill present and experience was great before. Now also my insurance with brightside expires on 17th September, and from 18th September I already chose full cover on RAC via tesco insurance. With yesterday's experience, if I have to pay for towing what is the point of me paying for RAC every year? If you cannot use the services that is meant for emergency breakdown then what is the point of using this?
Sad to say one bad experience with mechanic and unhelpful complaint service may cost a long time member of RAC. I still do not understand why cannot RAC just send someone else for my car to be towed with same issue of flat tyre as no real solution been provided after coming in contact with RAC.
Thank you for listening to my frustrated experience with RAC.
This is my Case reference: UF138760429
My car was parked on the road safely overnight but when I went to my car I saw my tyre was flat. I called RAC straightaway. I had to wait almost 5 hours for this call which could be understandable due to how busy it is in Reading - city as due to how safely my car was parked not obstructing anyone so I guess I was on low priority on call. This is not the issue.
Main issue is with how rude and rushing was the mechanic that came for assistance. He came and saw my flat tyre. There was a cut on side of tyre which could not be fixed and tyre has to be replaced.
Then he said I cannot fix you, i will give u number for tyre repair which I didn't wanted as if it's this then I would liked to have that car towed and taken to my nearest garage where i normally go to (this place is less than a mile from the car broken down place) to which he flat out refused with a laugh (idk why - this confused me a lot).
Then the guy said since you refused the service I provided by not taking the phone number of mobile tyre I am not able to help you. This shocked me, after waiting for 5 hours and just asking for the car that could not be fixed to be taken to the nearest garage flat out refused with no valid explanation or if this is against policy? I did complained him about the long wait while he was packing his stuffs but in no way I was agressive or in high voice. Infact I was begging him for the car to be towed to my known garage. Only response I kept getting was, because I refused the service that was given to me - the phone number for mobile tyre. This all happened within 5 minutes. The way this short communication happened last night all I can remember is how rushed he was to get out of there.
As soon as he walked off, I called RAC to see if they could help. From there I found he put in comments that I was rude because of long wait and did not want the services that he provided. Regarding this the spokesperson was unable to do anything as I had to go through complaints team which was the only way for this to be resolved. So i contacted them online after speaking with RAC, to which I got a response of,
'After a thorough investigation, I accept there was a delay, but I'm unable to agree with all the issues you've raised in your complaint. I hope I've been able to clarify why we've reached this decision. Our complaints process has now come to an end and this is our final response'
Idk what to make of this? The complaints now say,
'However, it's important to note that your vehicle hit a curb, which is classed as a road traffic collision. This is not covered under the terms of our membership. I understand that this may not have been clear at the time, and I'm sorry for any confusion'
I did not hit the curb. The vehicle was parked on the street near home day before last night as I have off street parking. Tyre was fine when I left, saw the flat tyre when I came to this. Idk who did this and how it happened but definitely have not hit the curb in the last few months.
All I wanted was, I now know what is the issue with my car and would love for this car to be towed to my garage of choice. Is this a big ask when I am covered fully with all the specs that RAC provides for membership?
Yes I am upset with how rushed and unhelpful the mechanic was who came for assistance. But without listening to my side from my perspective through call, can the complaints team just say that their mechanic was right as per the worknotes. It looks like now I am unable to call RAC for this same issue for towing out, if I do I will be charged for this.
After the experience I have had, I feel like there is indirect advertising of their expensive mobile tyre service + charging of extra money for what you are covered already just because a mechanic who was in rush did not wanted to take his hime on towing my car.
I have been RAC customer since 2018 through various insurance providers. I have had couple of callouts untill present and experience was great before. Now also my insurance with brightside expires on 17th September, and from 18th September I already chose full cover on RAC via tesco insurance. With yesterday's experience, if I have to pay for towing what is the point of me paying for RAC every year? If you cannot use the services that is meant for emergency breakdown then what is the point of using this?
Sad to say one bad experience with mechanic and unhelpful complaint service may cost a long time member of RAC. I still do not understand why cannot RAC just send someone else for my car to be towed with same issue of flat tyre as no real solution been provided after coming in contact with RAC.
Thank you for listening to my frustrated experience with RAC.
This is my Case reference: UF138760429
