Breakdown cover swindled me out of £100+

Pork89

Dear moneysavingexperts!

I was hoping you could help me with a dilemma I'm having at the moment: I had a blowout on the motorway at 70mph yesterday. I did have a spare wheel and the tools needed to fit it but I've only been driving for 3 months and I didn't have the mechanical confidence to fit it myself so I called "First Call", my breakdown assistance providers and asked for their help.

This is when the trouble started. I explained the situation to someone at their callcentre and said I would appreciate someone coming to fit my spare tyre. I also mentioned (I wish I hadn't) that I was worried about the tyre as I hadn't checked the pressure in about a month and that concerned that it might have dropped. I said that even if I could fit the tyre myself, I didn't have a pump or a gauge so I really wouldn't feel comfortable driving on the tyre unless it was at the rated 30psi!

The tyre looked and felt fine, like the remaining three on the car. But I'm a chronic worrier, lol

I was told that due to my worries about the pressure the tyre would not be classed as "serviceable" and my only option would be to pay a £115 fee for a recovery back to my home address in Bristol (10 miles away). The idea of sending a roadside assistance van to check the tyre wasn't even entertained. I ended up paying the full amount over the phone as my girlfriend was getting upset and my priority was getting her and my other passenger back home safely!

Now I'm at home I've had the opportunity to do some research. I've looked through all the T&C's, the policy document itself and every piece of small-print I could find. The only relevant section is:

"Cover for:" ... "wheel changes (as long as you have a serviceable spare tyre and wheel and are able to provide a manufacturers key to remove any locking wheel nuts)."

Now, I had the nuts and tools needed to fit the wheel, but what does "serviceable" mean? There is no definition anywhere from First Call that I can find, so I will assume they mean the literal meaning of the word: i.e. "Easy to service; Repairable instead of disposable; In condition for use". (en.wiktionary.org/wiki/serviceable) As far as I am concerned my spare tyre fits this description!

While waiting for the recovery vehicle a Highway Maintenance representative stopped to talk with me and expressed his shock at the situation, claiming that he had never heard such a preposterous excuse for refusing to send out a simple roadside assistance mechanic to assess what appeared to be a simple situation. The representative even examined the tyre and remarked that it appeared in good condition and was most certainly "serviceable" in the pure meaning of the word, but they did not have a pump or gauge and to be honest I don't think they were allowed to actually help with to repair or fit anything.

Upon the arrival of the First Line recovery truck the driver also expressed his shock at the situation. A number of comments made concerned my deeply: The driver seemed disdained that the breakdown could have been resolved far easier and informed me that he was told "not to ask questions" by a First Call employee when he questioned why such an expensive and complicated recovery was necessary for such as simple breakdown.

I feel like I've been the victim of extortion as the most logical method of recovery was denied to me and I was left with an option that favoured First Line rather than their customer.

CAB and Consumer Direct are both closed today as it's a bank holiday, but I was really hoping to get some advice on where I stand legally.

I'd really appreciate all and any comments.

Cheers MSE

Pork89

Oh, and some pictures.. Just for the curious!

Kilty_2

:eek:!

Bloody Rovers (.... kidding, just saying it before the resident Rover bashers start)

I doubt there's much you'll be able to do though since it's in the terms and conditions - when they ask if you have a spare wheel you should just say "yes" :rotfl:. Shocking though.

Driving to the nearest service station with a spare that might not be at the right pressure (just take it easy) vs being recovered and charged, I know which I'd pick.

somech

i've come across this before in me old roadside days. all decent roadside assist vans carry pumps and guages just for this scenario.
i have known companies charge for this personally i used to fit the spare check the pressure and write on the job sheet spare tyre SERVICEABLE and let the driver sort it out later.

write a letter to first call expressing your displeasure

in future check your spare once a month:)

Apples2

I think you shot yourself in the foot by effectively telling them you don't consider the spare to be serviceable.

Only driving 3 Months is absolutely no excuse for not knowing how to change a tyre.

Get out on the drive today and swap some tyres around, and check the pressures, and check the oil, and coolant

If you simply can't be bothered to learn, then be prepared to be ripped off "Top Dollar" to pay someone else to perform these basic functions.


.

pixwix

Not preaching, mate - honestly. But the first time I changed a tyre, I was 11 years old. I'm 66 now and changed one last weekend. My wife is 60 and she changed the tyre on a (male!) friend's car not long ago. My point being it really isn't all that difficult, and it can be crucial if you're stuck somewhere - even if AA/RAC/etc are efficient, it's a pain sitting by the roadside waiting rather than just getting on with it.

So don't just read up and wait for a situation before you do it for real - get someone knowledgeable to show you how to do it - along with a few other basic repairs than can mean the difference between being stuck for ages and at least driving to the nearest garage.

BUT... that all said, if you were on the hard shoulder of a motorway then you acted correctly, even if you had known how to change a tyre. The hard shoulder is one place you definitely don't want to be doing this job - for safety you shouldn't even stay in the car.

I trust you're now changing your roadside assistance provider...;o>

I'm just now thinking of changing mine, so thanks for the tip!

Inactive

You are very brave driving a Rover at 70 mph in the first place.;)

Kilty_2

Inactive wrote: »

You are very brave driving a Rover at 70 mph in the first place.;)

I'm shocked, 8 days to take me up on my offer to bash Rover, people on these boards are slipping :rotfl:;)

KosmicPink225

Hi there Pork89,

Just seen this thread. I work as a call handler for a very well known breakdown company and thought that I would give you my take on this situation (for what it is worth!)

Our first priority would have been to get you off that motorway - pronto - regardless !!! Safety being the top priority - always without exception.

As you were unsure of the tyres pressure we would have sent out a patrol to:-

1. Tow off mway (no repairs on hard shoulder -ever)
2. Have a look at tyre when in a place of safety.
3. When tyre assessed patrol would make a decision if serviceable or not ( after all he is on the spot, call handler is only working from info supplied by you)
4. If not serviceable patrol would have advised you accordingly and called back to contact centre for another resource and to collect payment for the subsequent service.

I would have already advised you on original call what the charges and scenario would be if tyre was unusable but would wait for patrol's advice before collecting payment.

I have been with my company for approx 10 years now and this is how I would have handled your call.

I would advise a call/letter to the breakdown company's customer care dept.

Hope this is helpful - I know what a wonderful thing hindsight is!

Just glad you got off that hard shoulder safely!