Car Breakdown Recovery - Emergency Assist

AndyB72199

Just wanted to hopefully enable others to avoid making the expensive mistake I made in using Emergency Assist as my vehicle breakdown/recovery service. I had the unfortunate incident of hitting a pot-hole last week, and when I called Emergency Assist to ask for recovery and to be taken to a local tyre replacement facility, they advised me that as a result of hitting a pot-hole and not actually having a breakdown or accident, the cover didn't apply and I was excluded from recovery.
Whilst being exceptionally annoyed at the time, and having to pay out for an emergency recovery from someone else, I chose to at least complain to see if the operator on the day had got it wrong, but the response from their customer complaints department supported the initial decision and confirmed I wasn't covered.

In this current climate with so many pot-holes in the UK, I can only suggest that no one uses this company for their breakdown needs, as you will be fobbed off by a poor and inadequate level of service. As you can imagine, I have voted with my feet as far as Emergency Assist is concerned. Please be aware.

Alderbank

'I had the unfortunate incident of hitting a pot-hole last week...'

Did it happen unexpectedly and unintentionally? I take it you did not deliberately drive over the pot-hole!

Among their many exclusions, their terms and conditions say you are not covered for any incident that happens unexpectedly and unintentionally.

gingerjulie

So glad Martin has removed this company from his recommendations page. When I joined them 3 years ago I couldn't fault them but after my experience yesterday I would whole heartedly tell anyone to avoid them. If you look up google reviews for the company too so many of the recent ones are not good as well....its like they will do anything to not have to come out to you.

Basically they left me stranded on a busy road due to a blown out tyre, with 3 young kids in the car. Apparently it could have been related to the flat battery I had in March 🤔 not a mechanic but don't think that's actually possible. I asked to speak to a manager but apparently there were none on shift yesterday...

Oh then they charged me £380 to send recovery out to me and paid that company roughly £70. (apparently I can get my £380 back if its proven to be unrelated 🤔 - I expect a battle though). The operative sounded very surprised I was willing to pay this but she had already read out a condition that said if the fault is unrelated I will get my money back...I wasn't going to be out of pocket by going to someone independently! 

Oh and then when I found out the tyre place I originally asked to be towed to was in fact shut they refused to tow me to the closer tyre place I had found!!! A 'manager' said no by their text system apparently (sorry thought there were no managers on shift 🤔) but couldn't possibly call me to discuss. Said they would call me today...still waiting for that call.

Absolutely disgusting customer service by Emergency Assist. They literally couldn't care less and will try and avoid coming out to you at any cost.

cwillsher

I had a similar experience yesterday and have written to Martin to flag them up.

Clearly Emergency Assist Ltd are a call centre scam operator in the Emergency Breakdown sector. 

I have been researching them since they left me stranded in the New Forest with a simple flat battery - this on their Premium Breakdown policy! I spoke to 4 operators and supervisors who all refused to send help, claiming 'human error'. This despite their listing stating '...our Premium with excess breakdown cover is specifically designed for the average motorist who wishes to be covered in every eventuality.' Clearly not! They won't even come out for a simple jump start or refuel. 

Mine is far from the worst review I have since read about them. They are clearly just a call centre scam with no intention of sending help. Read their 1-star reviews on TrustPilot (not the fake 5-star ones they pay for) or visit their, seemingly unmoderated, Facebook page where it is clear that countless, vulnerable customers have been left in danger at the roadside. 

I am alerting Trading Standards, the Financial Ombudsman, BBC Watchdog and anyone who might be interested. Drive safe!

LikeDeals

Similar experience here. In summary, they are full of excuses and will make you pay extra (extortionate) charges when you are in a breakdown situation as they know you are vulnerable in that situation and money is the last concern on your mind!

I had a DPF issue back in March for which I only contacted Emergency Assist via phone (no assistance/service was called out). In June, my car broke down due to timing chain issue with the engine. They said both those things could be related and I will need to pay £380 to be recovered less than half a mile to my home. It is bizarre when there was no callout in the first instance, how could they say it could be related and I need to prove these are different issues for reimbursement? I tried to explain to the lady that DPF is concerned with tail pipe emissions while timing chain is at the front with the engine but she won't budge. Now after proving them the diagnostics that issues are separate, they are suggesting prove it with receipts of full work completely done at a garage! It is bizarre as it seems they operate on their own terms and just test your patience and I can imagine many would give up on chasing them - that is their business model it would seem from all the experiences above and the 1* reviews on Trustpilot. 

I am interested in understanding if a collective complaint against them to the Ombudsmen or another service that might be quicker would help current stranded customers and save future innocent folks to be not held at ransom in breakdown situations. 

scrapmum

To say I am angry is the understatement of the century!!!! As far as I am concerned  you have broken your contract to me on so many occasions it is not real. Listen to the phone conversations you are at pains to tell me about!! If I cancel I will not be responsible for any cancellation fee, as you have broken your contract with me, so as far as I am concerned you will not only owe me compensation but waive any right to any cancellation fee.