Just had awful experience with Greenflag anyone else experience such poor service?

mosey1971

My one experience I just had with Greenflag was disgusting - I called my Greenflag breakdown service at 930am they told me they would be with me within the hour. I actually got left at the roadside on country lane with no food, water or toilet facilities for close to 6 hours. They were informed at 1040am when they hadn't turned up I was getting back to my 15 year old niece who was minding my 3 year old grandson. This obviously wasn't seen as a concern to them. They kept telling me 40 minutes - at this point they were informed there were no facilities for me to go to and wait for them I was stuck surrounded by fields. After 3 hours of waiting they sent a van that told me there was no way he could tow me as I was a 4X4. They clearly knew I had a 4X4 and from my description of what was wrong with the vehicle it was clear it could not be fixed at the roadside as they had been told my brakes had gone soft and were not working properly and a loud noise from the back axel like something had broken. They said the recovery truck would be another 60-90 minutes. Again this was untrue, I informed them of my diabetes and lack of food as I hadn't eaten or had any fluid since 8am that morning and it was now around 2pm and I really needed to have something as I was starting to feel unwell. They still left me for a further hour and 20 minutes before the recovery vehicle that was suitable turned up. Obviously I still had to be driven home meaning I did not get home until after 5pm after being left and neglected since 930am for close to 6 hours before a suitable recovery arrived. Constantly lied to about timelines and only thing they could tell me is we are busy. They don't offer a close to adequate or acceptable service. I was getting very distressed with my sugar levels dipping and the indignity of having to wee in a field in the cold. They tried to offer me £30 compensation, they really did not understand what they put me through was very distressing and bordering on inhumane. They just said they were busy and they seemed to think this was an acceptable excuse. They did not say they would investigate what happened and ensure processes were reviewed - none of that. When I asked why they would send me a vehicle not suitable to tow me, especially when they made me wait 3 hours for it they said to read my terms and conditions and they are perfectly within they rights to send someone out to assess the vehicle. That would be fine if you didn't have to wait 3 hours for it. Hence I have cancelled my policy and will be moving to a reputable company. I believe they do false advertising and marketing and sell an image/ service that is not real. I have since found out that everything is subcontracted and they are not the equivalent at all of RAC or AA as they portray. They do not and cannot offer a close to similar service yet they market that they do. They were also sending vehicles from London to get me in Essex which means they really don't have recovery local to you, it is luck on the day. Have you experienced this from them???

forgotmyname

I can see your point to some of this. But surely if your health needs monitoring dont you keep things in hand for emergency situations?

My car is like a survival kit. I could probably live in it for a week.

Its standard for them to send out a breakdown vehicle first, There maybe a chance that they can get you going. Even if its something fatal. Its just something that most of them will do.

I seem to remember their adverts from many years back. Didnt they say they respond within 20 minutes or you got some money back?

Seems to be the issue all over these days, They get rid of the frontline staff so that the management can still get a bonus but customers suffer.

Phone a company and they say sorry for the delay buy they are short staffed or just plain busy. If your so busy or short staffed get more staff..

Sadly its just normal to cut costs to the bone these days.

notanewby

mosey1971 wrote: »

My one experience I just had with Greenflag was disgusting - I called my Greenflag breakdown service at 930am they told me they would be with me within the hour. I actually got left at the roadside on country lane with no food, water or toilet facilities for close to 6 hours. They were informed at 1040am when they hadn't turned up I was getting back to my 15 year old niece who was minding my 3 year old grandson. This obviously wasn't seen as a concern to them. They kept telling me 40 minutes - at this point they were informed there were no facilities for me to go to and wait for them I was stuck surrounded by fields. After 3 hours of waiting they sent a van that told me there was no way he could tow me as I was a 4X4. They clearly knew I had a 4X4 and from my description of what was wrong with the vehicle it was clear it could not be fixed at the roadside as they had been told my brakes had gone soft and were not working properly and a loud noise from the back axel like something had broken. They said the recovery truck would be another 60-90 minutes. Again this was untrue, I informed them of my diabetes and lack of food as I hadn't eaten or had any fluid since 8am that morning and it was now around 2pm and I really needed to have something as I was starting to feel unwell. They still left me for a further hour and 20 minutes before the recovery vehicle that was suitable turned up. Obviously I still had to be driven home meaning I did not get home until after 5pm after being left and neglected since 930am for close to 6 hours before a suitable recovery arrived. Constantly lied to about timelines and only thing they could tell me is we are busy. They don't offer a close to adequate or acceptable service. I was getting very distressed with my sugar levels dipping and the indignity of having to wee in a field in the cold. They tried to offer me £30 compensation, they really did not understand what they put me through was very distressing and bordering on inhumane. They just said they were busy and they seemed to think this was an acceptable excuse. They did not say they would investigate what happened and ensure processes were reviewed - none of that. When I asked why they would send me a vehicle not suitable to tow me, especially when they made me wait 3 hours for it they said to read my terms and conditions and they are perfectly within they rights to send someone out to assess the vehicle. That would be fine if you didn't have to wait 3 hours for it. Hence I have cancelled my policy and will be moving to a reputable company. I believe they do false advertising and marketing and sell an image/ service that is not real. I have since found out that everything is subcontracted and they are not the equivalent at all of RAC or AA as they portray. They do not and cannot offer a close to similar service yet they market that they do. They were also sending vehicles from London to get me in Essex which means they really don't have recovery local to you, it is luck on the day. Have you experienced this from them???

I can definitely understand that you feel you've been let down in terms of breakdown service that you've received, but I think blaming them for your lack of toilet facilities, and for your diabetes issue, is absolutely absurd and totally ridiculous.

You, and you alone, are responsible for your health. You know that you have certain health issues, so take provisions for those. Chocolate bars, a survival kit, a sleeping bag, whatever it is you need in case of emergencies, YOU need to ensure that you've got those. That's not the responsibility of Green Flag, or anyone else.

In respect of toilet facilities... really? What were Green Flag supposed to do, bring you a portaloo? I feel sad that you had to resort to weeing in a field, but unfortunately that's life.

topdaddy_2

Aa are worse, and !!!!ing in a field is your choice not their problem. What if you had broken down on a high road? I would have walked off after two hours.

Rambosmum

I can understand your frustration. I am also with greenflag and can only say I have had good service with them. The last time I broke down they did take over an hour to get to me (about 1 hour 20mins) but traffic was bad and the guy apologised. My car couldn't be fixed by the roadside so he towed me to my choice of garage. And they wrote to me and gave me 50% off my renewal.

I'm was a community worker and had to ask a client (who's house I broke down outside of) if I could use their loo, but I really had no alternative- it took some explaining to my boss that's for sure. But that's life, and going to the loo in a field is hardly the end of the world.

I would certainly complain about the 6 hour wait for support. That is unacceptable. As for you diabetes, I also have diabetes (Type 1) and I always make sure that I have appropriate supplies with me, in my car, in my handbag, in my desk at work. On top of that I also have a blanket and bottle of water in my car. Complain for the 6 hour wait but also use this as a learning experience, you need to make sure that you can cope in most imaginable experience. My learning experience was when I was stuck on the m42 after a biker got shot- I was stuck for 4 hours, no food, no water, no insulin. I walked 50mins to the services and risked the traffic moving off with my car unmanned. It was either that or pass out in a hypo

Bigphil1474

I've used greenflag twice in the last 18 months, both times they were there within half an hour, sorted the problem, and I was back on the road within 45 minutes. If anyone asked me, I'd say they are great, but obviously it depends where you live. Sounds like the compy is for them turning up outside their target time, which will probably be a lot more than a days cost. take it or leave it. Can't see how you can blame them for your personal issues, don't mean to sound harsh but, they are there to try and fix your car, not consider your health, your baby sitting arrangements, and whether you can find a loo. I'd put it down to a bad day and go to another company.

ariba10

We have used them twice in ten years and the longest they took to get to us was thirty five mins.

pinkteapot

Three Green Flag callouts. Twice they've been with us within 45 minutes.

The other time took 24 hours, but that was on the Orkney Islands and their van up there was on a different to island to us. They paid for a taxi from our broken down car to our holiday accommodation, and back to the car the next day to meet the guy, so I forgave them that one.

The service you had was bad. Complain to them. Don't mention diabetes, toilet facilities, etc etc. As others have said, this is nothing to do with Green Flag. State the facts and how long it took (you called at X time, first person arrived at Y, second person arrived at Z). Keep it calm and rational. You might get something back.

Incidentally, they do aim to get to you within an hour, but bear in mind that just means arrive. Most of the time they will then spend time trying to fix it at the roadside before towing as a last resort.

Casey_Ryback

Hello,

Sorry to hear about your nightmare with those guys but trust me the name of the company doesn't really matter.
Attending scene depends on many factors.
The more important is the time o the call and the time the call gets to the recovery agent.Than kicks in your location.
How far is the nearest suitable recovery truck with suitable equipment to get your car on the truck. Etc...
Even if I would be the nearest but loaded or other factors than you will have to wait until I get clear.
In your case that particular factor kicked in why I have left the whole business! LIES!!
Perhaps nobody was available,nobody near,untrustworthy recovery company turned down the call after more than an our into the on route process.Then they need to find another recovery agent.
LIES are all around this dirty business.
In the mean time if they tell you honestly that;listen dear there is really nobody nowhere near but we do our best yet still might be a few more hours probably next to your existing health condition a cerebral or heart attack would strike from the rage you very rightly feel...
I have attended scenes where families with kids were let down by main recovery companies for the longest 7 and a half hours...for their luck they were at a petrol station.
So as a conclusion,equip yourself in your vehicle for SAS style survival against breakdowns and ambulance calls as they will only come at their leisure when it suits them...say thank you to budget cuts by the big cheese at nr 10...but this is an another discussion :beer:

forgotmyname

I had an RAC guy spend hours trying to get me on the move many years ago.

The system in his van kept beeping and he just kept resetting it.