How to complain about the RAC?

motorguy

From what i can see, "Tyre Rescue" isnt a standalone package, its part of the Rescue Service, so i can see why you caused confusion demanding action from a call centre agent under the "Tyre Rescue Package" you had.

Also, they seem to have been trying to follow their process - presumably designed for people stuck at the side of the road with a puncture. From their policy doc...


What is covered
If a vehicle shown on your policy schedule as
being covered for Tyre Rescue has broken down
in the territory during the membership period
due to accidental damage, malicious damage
or a puncture to one or more of its tyres and
following an RAC patrol or an RAC contractor
attending the breakdown under Section A1, we
will arrange and pay for an RAC patrol or an RAC
contractor to repair the tyre or fit a replacement
tyre, together with replacement valve and wheel
balancing, at the roadside to allow you to continue
your journey.
If the RAC patrol or an RAC contractor is unable
to repair or replace the tyre on the vehicle at the
roadside, we will decide, based upon our technical
expertise in breakdown situations, either:
1. to transport the broken down vehicle (and any
caravan or trailer attached to it) and you and
up to seven passengers of the broken down
vehicle to our nearest approved tyre network
for repair or replacement of the tyre; or
2. to fit a temporary tyre to allow the vehicle to
be driven safely to our nearest approved tyre
network for repair or replacement of the tyre.

What you seem to have done is removed the tyre and then have an expectation for the RAC to pay?

You do know they're a breakdown recovery service, not a car maintenance service?

maxlan

motorguy wrote: »

So you've a puncture and you emailed them?

Why didnt you ring the call centre?

I didn't ring the call centre because last time they were bloody useless and I'd rather have any communications with them in writing.
I've already taken the tyre to Halfords. I want to know if there are other places I can go that are less inconvenient. At the time of the last puncture it was fine but now, it's a 15 mile trip to my nearest Halfords. I just want a simple answer to a simple question from them,

maxlan

motorguy wrote: »

From what i can see, "Tyre Rescue" isnt a standalone package, its part of the Rescue Service, so i can see why you caused confusion demanding action from a call centre agent under the "Tyre Rescue Package" you had.
....<snip>....

What you seem to have done is removed the tyre and then have an expectation for the RAC to pay?

You do know they're a breakdown recovery service, not a car maintenance service?

I wasn't demanding action, I was demanding information. At the time of the first call I was by the side of the road. And they told me to go to the wrong garage. So, that suggests I swap the tyre myself or they were suggesting driving with a puncture? I'll let you decide, you seem to have some interesting ideas about how to interpret their details. I didn't have the written policy with me at the time in the vehicle and just wanted to know how to get my tyre fixed not decipher slightly legal sounding verbiage.
I can't exactly recall, but I think I asked about how to get to the garage with a flat and they said that if I was happy to change it myself, then that didn't affect the policy in any way. At the time I believed what they said, now i know that they have no clue at all
The conversations with the call centre staff was mainly along the lines of :
"I have a flat tyre what do I do?"
"That doesn't sound like a breakdown"
"Have you heard of the "Tyre Rescue" scheme you offer?"
"No, hold on please" ... "Ah, you need to call this other number" or ... "Go to this garage"

Call other number :
"No, that's nothing to do with us, we're only supposed to deal with .....other thing.... Call this other number" <repeat until annoyed>
Or, go to garage :
"We've never heard of this scheme"

The point of my thread is not about the original complaint, which you can argue about here as much as you like and you're still wrong because the RAC upheld it and admit they were at fault and the customer service were not trained.


The point of my thread is the bits that were actual questions. With question marks.
i.e.
If I have a new complaint and am being completely ignored by the RAC, will the Financial Ombudsman have any interest??
The RAC's own page about complaints says nothing about the 8 week waiting period mentioned further up, which is good info, but still doesn't answer if the Finance ombudsman actually deals with breakdown cover. It seems like a tenuous link between breakdown and finance.

Or, is there some other higher authority I should direct my complaints about being ignored and their apparent failure to train staff despite my previous complaint to?

Thanks.

motorguy

maxlan wrote: »

I wasn't demanding action, I was demanding information. At the time of the first call I was by the side of the road. And they told me to go to the wrong garage. So, that suggests I swap the tyre myself or they were suggesting driving with a puncture? I'll let you decide, you seem to have some interesting ideas about how to interpret their details. I didn't have the written policy with me at the time in the vehicle and just wanted to know how to get my tyre fixed not decipher slightly legal sounding verbiage.
I can't exactly recall, but I think I asked about how to get to the garage with a flat and they said that if I was happy to change it myself, then that didn't affect the policy in any way. At the time I believed what they said, now i know that they have no clue at all
The conversations with the call centre staff was mainly along the lines of :
"I have a flat tyre what do I do?"
"That doesn't sound like a breakdown"
"Have you heard of the "Tyre Rescue" scheme you offer?"
"No, hold on please" ... "Ah, you need to call this other number" or ... "Go to this garage"

Call other number :
"No, that's nothing to do with us, we're only supposed to deal with .....other thing.... Call this other number" <repeat until annoyed>
Or, go to garage :
"We've never heard of this scheme"

The point of my thread is not about the original complaint, which you can argue about here as much as you like and you're still wrong because the RAC upheld it and admit they were at fault and the customer service were not trained.


The point of my thread is the bits that were actual questions. With question marks.
i.e.
If I have a new complaint and am being completely ignored by the RAC, will the Financial Ombudsman have any interest??
The RAC's own page about complaints says nothing about the 8 week waiting period mentioned further up, which is good info, but still doesn't answer if the Finance ombudsman actually deals with breakdown cover. It seems like a tenuous link between breakdown and finance.

Or, is there some other higher authority I should direct my complaints about being ignored and their apparent failure to train staff despite my previous complaint to?

Thanks.

So you're using the RAC breakdown service to get free puncture repairs?

They dont have a "tyre rescue package", so its no surprise the call centre staff hadnt heard of it.

If you'd a puncture, and that incapacitated you because you'd no spare / spare was flat / couldnt get the wheel off / no jack, then thats a breakdown, and they'll send out someone to help. Thats what the policy is, a breakdown policy.

What you're trying to do is get free puncture repairs, by short circuiting a system designed for people whos car has broken down and stranded - and then happily driving 13 x 2 miles to get your "free" repair. :eek:

Hasbeen

maxlan wrote: »

I wasn't demanding action, I was demanding information. At the time of the first call I was by the side of the road. And they told me to go to the wrong garage. So, that suggests I swap the tyre myself or they were suggesting driving with a puncture? I'll let you decide, you seem to have some interesting ideas about how to interpret their details. I didn't have the written policy with me at the time in the vehicle and just wanted to know how to get my tyre fixed not decipher slightly legal sounding verbiage.
I can't exactly recall, but I think I asked about how to get to the garage with a flat and they said that if I was happy to change it myself, then that didn't affect the policy in any way. At the time I believed what they said, now i know that they have no clue at all
The conversations with the call centre staff was mainly along the lines of :
"I have a flat tyre what do I do?"
"That doesn't sound like a breakdown"
"Have you heard of the "Tyre Rescue" scheme you offer?"
"No, hold on please" ... "Ah, you need to call this other number" or ... "Go to this garage"

Call other number :
"No, that's nothing to do with us, we're only supposed to deal with .....other thing.... Call this other number" <repeat until annoyed>
Or, go to garage :
"We've never heard of this scheme"

The point of my thread is not about the original complaint, which you can argue about here as much as you like and you're still wrong because the RAC upheld it and admit they were at fault and the customer service were not trained.


The point of my thread is the bits that were actual questions. With question marks.
i.e.
If I have a new complaint and am being completely ignored by the RAC, will the Financial Ombudsman have any interest??
The RAC's own page about complaints says nothing about the 8 week waiting period mentioned further up, which is good info, but still doesn't answer if the Finance ombudsman actually deals with breakdown cover. It seems like a tenuous link between breakdown and finance.

Or, is there some other higher authority I should direct my complaints about being ignored and their apparent failure to train staff despite my previous complaint to?

Thanks.

Some info here re the 8 weeks top and bottom of page and the ombudsman does cater for breakdown cover.

http://www.rac.co.uk/complaints

forgotmyname

I googled the tyre rescue and its not surprising the call centre had not heard of it if it doesnt exist.

Take your business elsewhere if your not happy.

Next time you get a flat call the breakdown number and let the, change it or take you to a tyre shop.

bigjl

maxlan wrote: »

So, my complaint was that their call centre staff knew nothing about the "tyre rescue package".

I called up and said "I've got a flat, how do I get it fixed"
"Don't know never heard of it, try this other number"
Other number had no idea, sent me back to the first, who still had no idea, but I went through a couple of advisors, till I found someone who thought they had an idea.
They said "go to garage" (a specific garage, they gave me the name and address)
I went to garage. Garage said "Never heard of that mate"
Went home, called back. They said "call this other number" Called it, went through all the different options on the automated system. None worked for tyre rescue. Some went back to the original number, and got referred back to where I'd just come from, that sort of thing. NOBODY knew what I was talking about.

Eventually called back again and said "this is sill, just want my tyre fixed"
They said "OK, we'll send a repair truck"
"for a puncture?"
"Yes"
Wait hours for repair truck. Repair bloke says "Never heard of that mate".
"Really??"
Bloke looks at paperwork. "Oh yes, we have got one tyre repair truck, but that isn't me and it serves the whole of south wales, we can fit you in about a month away. Or, I can try calling this other secret, employee only number"
Back on phone and they say "Oh, just take it to Halfords Autocentre"

Easy, literally 5 words they could have told me about 3 days (elapsed time) ago.

So, I complained that I'd wasted a day of phoning different people and been given lots of bad advice. Their customer service knew nothing about the product.

They "upheld the complaint".

I have no call to use the customer service to know if they have sorted their lives out. How can I know if I need to follow up their final judgement without calling customer service to see if they have actually been trained? I have to take them at their word or make up an excuse to call them up and see if they actually know about tyre rescue.


So, a week or so ago, I had a puncture, sent them an email saying "Is it still Halfords??" and have not had a response within the 5 business days they said it would take to reply. Sent a further follow up complaint 6 days later "You haven't replied within 5 days. Do you know or has my query been lost?"
So clearly they still have no idea how to deal with Tyre Rescue questions. Or they just don't care.

So you bought this tyre rescue package but didn't think to ask how to use it and who to contact until you had a puncture?

I suspect they just ignored your email. Or it was redirected to the asking the blatantly obvious pile.

I am sure they will survive without your custom.

You seem to have similar tendencies and character to another poster who has "issues" with E Sure......

bigjl

motorguy wrote: »

Whats your basis for compensation?

ESure didn't pay out full value for his Ka Luxury......

motorguy

bigjl wrote: »

So you bought this tyre rescue package but didn't think to ask how to use it and who to contact until you had a puncture?

I suspect they just ignored your email. Or it was redirected to the asking the blatantly obvious pile.

I am sure they will survive without your custom.

You seem to have similar tendencies and character to another poster who has "issues" with E Sure......

He didnt even buy a "Tyre Rescue" package - tyre rescue is part of their recovery service - if you are stranded and get a puncture and cant, for whatever reason, change it they'll either change it or take you somewhere that it can be fixed.

Using it to get "free" puncture repairs is abusing the system quite frankly.

motorguy

bigjl wrote: »

ESure didn't pay out full value for his Ka Luxury......

A puncture would write it off... :rotfl: