[Gem]

Looking for support.
We have a policy with RAC for UK and Europe breakdown cover through our bank.
Unfortunately our car, towing a caravan , broke down enroute from our family holiday in Brittany France on the evening of Thursday 21st August. RAC support advised calling 112, who in turn advised calling ringing 17. The car, caravan and ourselves were recovered from the roadside to a recovery garage. The garage was closed. RAC European support were unable to find us accommodation for the night. We slept in the caravan. Via a taxi ( paid by us), hire cars in France and the UK, a bus and a transferred ferry ticket from Caen to Portsmouth we arrived home on Saturday 23rd.

We had one call from a RAC team member on Friday 22nd asking about what had gone wrong with the car and that it would need to go to a diagnostic garage.

No updates from RAC since we got home. Rang today Monday 25th and the car is still at the recovery garage. No progress or plan of what is happening with the car. Will it be transferred to a garage in France or the UK? We speak to a different person each call who doesn't seem to know what has already happened. Seeking advice

[Lily]

Hi Gem, welcome to the RAC Community.

Thank you for updating us and sharing the details of what has happened since you returned home. I’m really sorry to hear that you’ve had no updates from us and that your car is still at the recovery garage without a clear plan in place. I understand how frustrating it must be.


To better assist you, I’ll send you a private message so you can confirm a few details with me, and I’ll make sure the right team looks into this to provide you with a clear update.

[Gem]

@Lily you have replied to a post by my husband stating this will be escalated. No further progress though for us from the European team or yourself ?

[Lily]

Hi @Gem, hope you are well. I have escalated your case and as soon as I have any news from them, I'll let you know.

I think my colleagues are experiencing a high number of cases and there might be some delays in the responses, but hopefully they will be able to assist you very soon.

[Gem]

@Lily this is farcical. Car not even going to a garage in France until the 12th! That will be 3 weeks rather than the 3 days you quote. We've been rung today now stating you won't include our caravan in any repatriation due to it's size. The caravan was being towed on our home bound journey. Why has no one stated this in the numerous conversations we've had!!! Now being told to wait till the car has a diagnosis before deciding about the caravan. No offer of a hire car for the prolonged time ours is stuck in France.
Would be keen to have a name of who you escalated our case too. To speak to a senior manager for advice

[Nick]

Hi @Gem, I'm really sorry to hear your problems around breaking down in France. @Lily passed your details to the team at RAC, who are the best place and people to continue liaising with about your situation.

If you need to escalate your case to a complaint please visit this page and complete the form linked from there: https://www.rac.co.uk/complaints

Our contact has reached out to their European partners this morning and asked for them to look into your situation. Sorry we can't be more help from within the forums here - if you are already in contact with the team then they continue to be the best and most direct points of contact to progress and resolve your case.

[Gem]

@Nick well I have communicated with the European team today to ensure the car is finally at the garage. I note nothing happened from any earlier escalation. Unbelievably the car is not at a garage as the caravan has an anti theft device on it. The caravan you declared not covered since the 30th but has now stopped the car going to a garage!! The recovery garage declined keys being left. Farcical is an understatement