RAC rip off!

willowthewisp2009

I just wanted to see if anyone else has experienced this or if I'm being unreasonable?!  I pay for a Total Van breakdown cover with the RAC that includes 'recovering my vehicle to a garage of my choice in the UK'.  It's a specific Van policy to cover my size of van (standard Ford transit van, nothing unusual).

Van broke down, RAC guy couldn't fix it so sends for recovery vehicle - this arrives and the guy says I get one free tow so he takes it to my garage.  A few days later an invoice for £65 arrives in my email that covers Winch and Waiting time from the tow guy (who is a contractor apparently).  RAC have said that Waiting time is the time it took for him to winch the van onto the vehicle and they said that Specialist equipment was required that's not covered on my policy.  Not sure what they class as Specialist vs non-specialist.

I'm of the opinion that I pay for the RAC and shouldn't have to pay any more to recover my vehicle.  Not really sure how they are going to recover my vehicle without winching it and this takes time obviously.  

They are not budging with my complaint but I just find it incredulous that they are charging extra.  If anyone has a similar experience I'd be interested to hear, or any advice.  Thank you!!

DjangoUnchained

i agree it is a ripoff, not sure if you legally have to pay it. I know that over the last few years with Green Flag ive had a few rescues where the recovery vehicle had to be winched ( they are all independent contractors) nor one have we been charged extra fees.

HillStreetBlues

Did you get them to point the their T&Cs that exclude winch and waiting times.

willowthewisp2009

Thanks all, I think it's a bit of a grey area.  They've sent me the Ts and Cs, but it just states that 'specialist equipment' is not included.  This is very vague.  No mention of winches or waiting times, nor what qualifies as 'specialist'.  It's a standard ford transit and specifically on a van policy to cover vehicles of that size, and recovery is included according to the policy schedule.    Also no costs were even mentioned at the point of recovery, the guy just said 'one tow is free'.  I know it's only £65 but it's more the principal of it.  

Car_54

I imagine the recovery vehicle was some sort of tilt-bed vehicle. A winch an integral component, and is essential to get a disabled vehicle on board. It can't be described as "specialist" by any stretch of the imagination

HillStreetBlues

I agree with the others, I can't see how it's a specialist equipment, and if there is nothing about wait times they can't charge you.
There is no way I would be paying, and I would think zero chance they will do more than a bit of sabre rattling.

 

DullGreyGuy

Answering blind without having looked at the policy wording but... I'd be asking them to confirm what the specialist equipment was and why it was necessary in this case. There can be times where specialist equipment is used, eg if the vehicle has to be lifted onto a flatbed because it's rolled into a ditch or its axels are seized.

I'd question what the wait time is for... sounds like they're claiming they had to sit around waiting because you were fannying about rather than them being able to get straight on with the job and leave as soon as the vehicle was off the back.

willowthewisp2009

Thanks for all your comments.  I've asked them to be more specific about the winch and waiting time and what exactly I am being charged for.  Also asked what is specialist vs non specialist. The Ts and Cs are very vague.  It was a straight forward roadside breakdown, nothing unique about the situation at all.  I won't be paying, just don't want any issues further down the line if I don't.  I will await their response!

martin_54

Have a look on  Facebook   How bad is the  RAC

400ixl

martin_54 said:

Have a look on  Facebook   How bad is the  RAC

Like Facebook is a quality site for anything.

Agree with others that you need the additional detail and they need to justify what triggered the additional charges. They can't just pass on charges.