[Giuseppe]

I am writing this to share a truly appalling experience with the RAC and to see if anyone else has faced similar issues with their "storage" process and lost property.
The Timeline of Failure:

• Initial Breakdown: I waited 7 hours for a patrol, followed by a further 3-hour wait for a recovery vehicle.
• The Recovery: The vehicle was unable to take my car home. Instead, it was taken into "secure" storage.
• The Delay: It took a further 18 days to get my car back from the RAC/contractor.
• The Loss: When the car finally arrived, the keys were missing.

The Current Situation:
Because the RAC has lost my keys, I am now unable to have my car repaired. I have raised a formal complaint, but the RAC is now claiming that no keys were ever handed over to them. This is a blatant lie and effectively robs me of a resolution for a mistake made while the vehicle was in their care.
What I am looking for:

1. Has anyone else had the RAC lose their keys during a "storage" period?
2. How did you prove the keys were handed over when the RAC denied it?
3. I stayed with the car specifically to hand the keys over and had to sign a form stating that there was nothing of value in the car apart from the key.
4. I have asked for a copy of the handover form but told that they don't have it.

I have been a loyal member of the RAC through my bank for as many years as I can remember, but to be left without a car for nearly three weeks only for it to be returned in a state where I can't even move it for repairs is beyond unacceptable. I am still can't get my car repaired (its nearly 3 months now) and they are refusing to do anything to help.
Can anyone help please.

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[NMNeil]

Contact the contractor that collected your car and ask them if the keys were in the car when they towed it.
I can't understand how they could get it onto a trailer if the steering was locked because that's the first thing the tow truck driver would ask, and then they would ask you to take all your non car related keys (house keys, padlock keys etc) off the keyring.
If it's an automatic it's even more important, as they could not take it out of park so would have to drag it onto the trailer.

[Lily]

Hi @Giuseppe, welcome to the RAC Forum.

I’m really sorry to hear about your experience, and that you’re unhappy with the response you received from our Customer Services team.

If you’d like to take this further, you can find details of the next steps on our complaints page here: https://www.rac.co.uk/complaints.

There’s a section called “If you’re still unhappy” which I think you’ll find particularly helpful.

Wishing you a positive outcome and a great week.