Car Breakdown Recovery - Emergency Assist

bgjustice

TERRIBLE EXPERIENCE

I have been with Emergency Assist for a few years and have no problems in the past. I renewed my policy in August and wanted to confirm that the policy included full nationwide recovery which was confirmed. What they omitted to inform me was that the policy only covers a period of 40mins from breakdown to a garage. I rarely travel far from my home as being a pensioner I am a home bird. However, a couple of times per year I visit a caravan park not to far away for a few nights. On this occasion, I travelled 1hr.30mins to the caravan park. On my return today, I was 30mins into the journey and the battery warning light came on and then I could smell burning. So I found a layby and contacted Emergency Assist. I contacted them approx 10am and they conversation went on for a long time regarding the issue of not being able to take me home. They said it would incur extra charge of £125 + added price for mileage and could reach approx £200! They informed me that they could drop me in Urnsworth Manchester area (nowhere near Stockport). I said that I need to get to my garage in Stockport but the area was not available for drop off without incurring charges. So I then informed them that Unsworth was just 7 miles from the car dealer where I purchased my car but again, that would incur approx £200 charges! Unfortunately, the car dealer is away at present but will be arranging pickup soon. I was told that the pick up truck would be within 90 mins, however, I had to wait 2 hrs. So, from the initial phone call to actualy pickup I had been sat in my car for 3 hrs. I had informed them that I am an elderly lady on my own and need to get home to take my medication and that I was not feeling too good. I called Emergency 3 times to plea with them to just let the truck driver take me the extra 7 miles especially as the truck driver was late by 35mins. The truck driver then get a call to tell him that if I became difficult to just drop me off at a safe place. I was totally STUNNED and looking at his face, so was he! They were saying to dump an elderly lady who has waited 3 hrs and not feeling good to a so called safe place? I paid for a taxi home which was £35 (worth it) and took another 1hr 10mins. In total the whole journery from departing the caravan park at 9am took 7hrs to get home. The whole experience has left me deeply shaken and very tearful. I believe they record their phone calls and will be reporting this also to BBC Watchdog.