Not happy with RAC!

mwa · 6 September 2009 at 9:21AM

Hello,

I have been a member of RAC for around 3 years, however last week my membership ran out. It was one of those things I meant to get around to sorting but never quite made it to the top of the list...

Anyway, you can guess what happened, yesterday I was on a country lane and reversed into a field to let someone pass and lo and behold my car slipped into a puddle of mud around 2 feet deep, back wheels totally submerged.

I had my 2 year old in the car, am 8 months pregnant, didn't know exactly where I was (a maze of country lanes that all look the same) and only had my bank card with me. To top it off I only had 15% battery left on my phone and the signal kept cutting off!

I called the RAC and was put through to renewals. They could see that my membership had only just lapsed by 4 days and said that I'd need to rejoin and pay in full for them to come out. Fair enough - until I realised that I only had my bank card and there was only £40 in there (they wanted £120). I also offered them my bank details so they could set up a Direct Debit if they so wished. I offered to pay them £40 on my card straight away and to call them to pay the balance when I got home (as I had a credit card locked in my safe at home).

They point blank refused to assist me until I paid them in full, there and then. They kept me waiting on the phone for 15 mins whilst reaching this decision, all the time I was aware that I should be saving some battery in case I needed to make another call. All they could suggest was that I call someone to make a payment for me - but I don't know many people with a CC and I only had a small amount of battery left so I didn't want to ring around! They could hear that I was audibly upset, but were totally inflexible.

Now I totally understand that a) they were under no obligation to help as my membership had lapsed b) it's not their fault my phone was nearly dead and c) why they wanted immediate payment BUT I feel as a loyal member and given the circumstances they could have been a bit more flexible. I was stuck in the middle of nowhere with a hungry 2 year old, heavily pregnant, crying (hormones!) and didn't know what to do. It was starting to get darker as it happened at 5pm and there were no houses in sight.

In the end I called my local garage (who were closed) but lucky for me the owner answered the phone and very kindly came out in his personal 4x4 to tow me out - he spent an hour looking for me as I didn't know my exact location.

I have today renewed my breakdown cover - with the AA!!

Am not at all happy with the RAC and won't be using them again. I am not sure whether any other companies would have taken the same stance but I won't be taking that chance!

MWA

hollydays · 6 September 2009 at 10:02AM

Sounds very stressfull.Surely they could have used a little discretion. Could you make a written complaint,usually they give priority to lone females,I think you were treated badly.Also,they should have offered to call YOU back. I think you received terrible service.