[Jay]

Ok so 3 weeks ago on returning from a fishing trip from austria we broke down in Germany, so we called the rac European number and within 1 hour a tow truck had collected us and dropped us off at a random garage in regensburg that was closed, this was Saturday lunchtime. At this point the rac were going to find us a nearby hotel to stay at but couldn't find one that would accept there payment so we had to pay. Monday morning arrives and we walk the mile to the garage where we are basically told they have no idea who we are, they don't work on our make off vehicle and to get it out of there car park or we will be clamped and charged a storage fee! By this time we are probably on our 10th call to the rac and not one return call. At 3pm after more phone calls another tow truck turns up and takes us to another garage about 3 miles away where we are just dumped in the middle of the busy road and just left unable to move our van and no where to park it securely. We do eventually manage to find someone in the garage that does speak English and they have been contacted by the rac but don't have time to help move it to a safe location or do diagnostics. So back to the hotel for a 3rd night and still no answers. Tuesday morning we take another taxi down to the garage early so we can at least try to move our large van to a safer place, I moved a few motorbikes from the side of the road a we pushed the vehicle into a space. Eventually the garage did a diagnosis and we were told we had a couple of sensors playing up and that they couldn't have a proper look for a week and a half. At this point the rac said they could arrange to get us home but none of there links to train ticket purchasing worked and to hire a car just to get us back to calais was nearly 900 pounds! By now we have to get home but to leave our vehicle, all our fishing equipment and most of our work tools in the middle of the road in a German town was a hard pill to swallow. We arrange for the garage to look at the vehicle when they could and hoped the rac would monitor the situation and keep us informed. So on the Thursday after a 17hr train ride we made it back to Norfolk. So in total we spent over 7hrs on the phone to the rac and have had about 3 return phones calls and at present we have very little clue what the hell is going on. Left for dead springs to mind, absolutely mind boggling if u were maybe elderly or had children or u didn't have the funds to cover all the expenses. Quite honestly the worst sevice I've ever experienced.

[Mark07]

Hi @Jay,

I hope you had a great time in Austria.

I'm sorry to hear that the journey home didn't go to plan. I imagine you're already aware of it, but I want to make sure you've seen this contact option too.

[Jay]

@Mark07 would it be to much trouble for someone to contact us with some information about our vehicle after all this is the service that u are supposed to provide and they service we have paid for. We have no work vehicle, we are being told nothing!

[Mark07]

I’m afraid, nobody in the community has access to customer accounts.

For an update on your vehicle, our contact centre is the best route for you.

All the best,

[Jay]

@Mark07what good is a complaints email when it clearly states that u won't be in contact for weeks whilst u are stuck by the side of the rd 800miles from home. Your French call centre has to email the german one as there is no direct contact so u are just left on your own. I'm going to make it my mission to contact as many newspapers, forums, social media outlets so hopefully this doesn't happen to more people. If u actually wanted to help us u would send me a private message and I would give u all the details and u could get some answers.

[Jay]

@Jayso after being on hold for over an hour we have now been told that the garage in Germany can do the work but not until mid January! This is beyond joke....