Be careful with Vehicle Rescue Direct European Breakdown Cover

nealzx6

Just a warning about using this Vehicle Rescue Direct for breakdown cover in Europe.

In France in July this year the clutch cable snapped on my motorbike. I explained I needed a replacement cable, a five minute repair job, I've done it myself many times over the years. Instead I got a car breakdown company who towed my bike to to a car garage 15 miles away and left me in the town. I was told that the garage didn't have a cable for my bike (no surprise there really) and it would take 7 days to get one from Kawasaki. Instead they used a generic cable and made it fit. I was told that my bike would be ready the next day at noon. Noon passes and no bike. I eventually get hold of VRD who tell me I have to get my bike, they won't deliver it back to me, shame they couldn't tell me that before! I asked how I was supposed to retrieve it without any transport but eventually I got someone on the campsite to give me a lift.

At the garage I was presented with a nice bill of 87 euros which I had to pay to get my bike back, this included the cost of recovery for the bike. I was told that I would only have to pay for the repair because it couldn't be fixed at the roadside, something which I disputed as well. I have tried to get this money back but the company are ignoring me. Their website refers you to postal addresses for cmplaints. I sent a first letter, no reply, sent the second letter recorded delivery, no reply.

My argument is that in the first instance I shouldn't have had to pay for the recovery, but I should at least be refunded it. The second is that the policy covers an hours labour at the roadside, if the probblem cannot be fixed then it gets recovered to a garage upon which the customer becomes liable for repairs. I accept that I should have to pay for replacement parts. No attempt was made to repair/replace the cable at the roadside even though I informed them what was needed. If they can use a generic cable at the garage, which they had in stock, why not just bring it to my bike and install it there?

So now I've paid £32 for the European breakdown cover and 87 euros for the recovery and replacement of a clutch cable. So what exactly was I purchasing when I paid for breakdown cover from this company? It seems like I've paid £32 for someone to phone a garage, and that's about it.

I understand that problems can arise, things can get confused but the mark of a decent company is how they deal with your complaint when things do go wrong. In this case Vehicle Rescue Direct have taken my money and not provided the service I paid for and refuse to acknowledge my letters.

As an aside, if anyone has an idea on how I should proceed next I would appreciate their advice.

Cheers
Neal

Money_saving_Martyn

Hey!

How is it going? I came on here to recommend this company. I didn't breakdown but they were the only company who would cover an 11 year old car for under £40 (in fact it was £25!!)

The booklet does state that they will pay for some labour at the roadside, pay for you and your vehicle to be taken to a "suitable" garage but then the repair is at your cost.

Did they ever reply to your letter? If you can get a solicitor to have a brief look over it (for free?) you might get them through small claims court. If they ignore that you win by default I believe.

The one obvious thing they can dispute is that your bike wasn't maintained properly so make sure you have proof of having had it serviced regularly, especially detailing when the cable was last checked/replaced and if it was in accordance to manufacturer's specifications/schedule etc.

Other than that, I don't see why you need to "complain" as such........ what you're trying to do is claim payment for the recovery..... what does their claim processing department say to you?

mediter

Over two years have passed from the story above, and things must have changed drastically because I could not get more help, assistance and care more then I did July 2011.

After I broke down in South of France Vehicle Rescue Direct (VRD) who use AXA insurance, were incredibly and unbelievably helpful. After my phone call to them I received continuous assistance and support. Once my bike was towed by the French SOS, VRD offered me overnight lodging until the bike was assessed. Unfortunately, the bike could not be repaired in time to finish my holiday and VRD were prompt to offer me a paid hire car the length of my holiday, return ferry passenger tickets, a car waiting for me at Dover and then the car was collected from my house. They also dealt with the French garage to arrange for repatriation of the bike.

The people at VRD kept continuous contact with me, this made me feel very valuable and secure during these distressing times. I found them very caring, and them being able to speak in French made my life lot easier in France.

Some days later, my bike turned up and this was followed by a cheque to reimburse expenses they could not pay over the phone.

Concluding, the service provided was exactly as the book stated, moreover, the way the girls and guy cared for me from their office in UK was indeed of the highest level. Highly recommended. :T :T :T :T

wealdroam

Wow Mediter, did you sign up to MSE especially to post that glowing report?

Thanks for going to all that trouble.

daxkamala

After an accident while towing a caravan in Northern France we were recovered from the motorway and made comfortable for the night before patching up the car and continuing the journey. The company were helpful throughout and I have just booked another trip covered by them. Yes, I have signed up to post this but use MSE for advice often. :j

worried_jim

Joe_L

daxkamala wrote: »

After an accident while towing a caravan in Northern France we were recovered from the motorway and made comfortable for the night before patching up the car and continuing the journey. The company were helpful throughout and I have just booked another trip covered by them. Yes, I have signed up to post this but use MSE for advice often. :j

Good job. I've used your company the last 3 times I've been to France, but not after this tacky spamming. Well it wasn't entirely you two, the OP's story gave me food for thought, but your post and the other spammer have made my mind up. I'm going to go with the German AA (ADAC). Cheers:T

LincolnshireYokel

mediter wrote: »

Over two years have passed from the story above, and things must have changed drastically because I could not get more help, assistance and care more then I did July 2011.

After I broke down in South of France Vehicle Rescue Direct (VRD) who use AXA insurance, were incredibly and unbelievably helpful. After my phone call to them I received continuous assistance and support. Once my bike was towed by the French SOS, VRD offered me overnight lodging until the bike was assessed. Unfortunately, the bike could not be repaired in time to finish my holiday and VRD were prompt to offer me a paid hire car the length of my holiday, return ferry passenger tickets, a car waiting for me at Dover and then the car was collected from my house. They also dealt with the French garage to arrange for repatriation of the bike.

The people at VRD kept continuous contact with me, this made me feel very valuable and secure during these distressing times. I found them very caring, and them being able to speak in French made my life lot easier in France.

Some days later, my bike turned up and this was followed by a cheque to reimburse expenses they could not pay over the phone.

Concluding, the service provided was exactly as the book stated, moreover, the way the girls and guy cared for me from their office in UK was indeed of the highest level. Highly recommended. :T :T :T :T

Peregrine1

It's time to renew my annual car insurance and breakdown cover and I always check MSE for the latest deals, reviews etc. before buying anything. I have decided to stay with Vehicle Rescue Direct. They are good value for money and provide about the same as other companies but cheaper. I do not drive far but want to have help at hand if needed. A few months back I was on a trip when fog descended so had my lights on. I parked for an hour while chatting to a friend at a beach car park (without getting out, so no warning beeps) and completely forgot lights were on. Needless to say, car would not start. I called the rescue number and the customer service people could not have been more helpful, saying they would have help out to me within the hour. While waiting, someone turned up with an older vehicle who gave me a jump start, so called back the Vehicle Rescue people to cancel the callout. :T