RAC Battery 5 year Warranty not honoured

Andyrs

One of our company vehicles had a battery replaced by the RAC in early 2020 with a 5 year warranty.
In Early 2021 RAC attended the same vehicle for a flat battery. they claim to have tested it and it was showing 8.54 volts. We were then given a bill for £172.49 for a new battery on a transit connect.
After contacting them and not getting replies, they finally sent this after I contacted ops@rac.co.uk.

  

Thank you for your email to Dave Hobday. As Customer Care Officer to the RAC Board, Dave has asked me to provide RAC’s final response on his behalf.

I’m sorry to hear a battery failed on one of your vehicles and that we were unable to honour the warranty on this occasion. I can see that, since the battery was fitted on 8 May 2020, we have attended this vehicle four times for battery related issues. This does suggest there is an underlying problem with the battery, which is causing it to drain.

Our National Technical Centre have worked closely with the manufacturer of our battery testers - Midtronics, who's products are widely used in the motor industry for their accuracy. Midtronics have confirmed with our National Technical Centre that if the measured voltage falls below 11.9 volts, this indicates a drain on the battery, likely from an external drain causing the battery to fail. As per your warranty paperwork provided when RAC first sold a battery to your fleet in May 2020, it confirms that the battery cannot be replaced under warranty if the battery has failed due to accidental damage or negligent or improper use, or if the failure has been caused by an electrical or mechanical fault with your vehicle, or if the voltage drops below 11.9.

The voltage reading of 8.54 volts clearly shows that the battery condition has depleted past the point of being restored from a recharge. However, the battery condition has depleted because of either incorrect use/lack of use or an external component. This we can say with certainty, given the information we use from Midtronics. As the issue hasn’t been caused by a manufacturing defect, we can’t honour the warranty and as such, the invoice stands.

I am sorry you’ll remain unhappy, but this is our final decision.

Has anyone else had the same issue????

At no time were we made aware of any other tests being carried out on the vehicle, which I would of expected. There is no evidence to suggest that there is a fault with the vehicle, just a statement made about the battery provider.

I feel that the response is just another way of getting money out of customers for a poor service that they provide. The vehicle is in constant use, no accessories fitted and runs like a dream. I've spoken to the driver who is an electrician. The installer of the second battery confirmed to him that there is no drain on the battery!

Any help would be appreciated.

I

AdrianC

They've been called to battery issues with that vehicle four times in fourteen months...? And you think there's no evidence of a problem with the vehicle...?

So what's the cause, an idiot driver leaving the lights on etc? That'll also damage the battery and be outside the warranty.

sevenhills

Andyrs said:

One of our company vehicles had a battery replaced by the RAC in early 2020 with a 5 year warranty. We were then given a bill for £172.49 for a new battery on a transit connect.

I am sorry you’ll remain unhappy, but this is our final decision.

The RAC may be factually correct, but you are still unhappy. In which case they have made a poor business decision because a replacement would likely cost them less than £50 and they will lose business for not replacing it.

If the RAC had diagnosed the issue, the battery may have been ok.

tacpot12

I think that four callouts does suggest that there is a problem with the vehicle. If you want to sue RAC you will needed evidence from an expert witness that says that there is problem, and you will incure the court fees, and you still might lose. I think you should consider whether suing RAC is actually going to be worth it. If you are so sure that there is no fault with the van, put the cost of suing into a new battery and get on with your life. 

While RAC's decision is regretable it does seem to have been made with some care and on the basis of some evidence, even if you disagree with the conclusion they have drawn from it. 

ontheroad1970

I think with 4 callouts they have the balance of probabilities level sewn up, so it will be fruitless without an expert witness.  

Some have suggested that RAC are cutting  their nose to spite their face, but if they replace the battery and it gets drained again quickly then you and they will be back at square one.  You need someone to check  the vehicle for any issues with the alternator or anything that may be running when it shouldn't be.  

Nobbie1967

Could easily be a failing regulator diode. Got one on my car at the moment by the looks of it. Went to car the other week and it was completely dead two days after a good run out. Charged it up and found a current drain of 8 amps. Haven’t had time to change the regulator yet, so just disconnecting battery between uses. Current drain seems to vary, was only 2amp yesterday. Battery still charges fine.