Ford assist Problem

Chrissie_7

Hi, Everyone. Really hoping for some help please. We have FordAssist breakdown cover and yesterday they let us down badly. We broke down on A303 and phoned FordAssist. No mechanic came out at any stage. After some hours they sent a tow truck which took us to Salisbury, opposite direction to our travel and we were left outside a closed garage with no hire car provided. We found the car hire office and they were just going home and simply said they couldn’t help. We were over 90 miles from home. After numerous phone calls we had to leave our car in the parking area and walk to the train station, bought tickets and a friend picked us up from station.
Today we phoned the garage where our car had been left, and have been told they can’t even do a diagnostic test until next week, meanwhile our belongings are in the car. After numerous calls, and cries for help, we have received nothing but passing the buck, denials and dead ends. Our local garage at home has now arranged another tow truck to bring our car home, but we have to pay for it!
So, please, we are trying to make a complaint and reclaim expenses. We simply can’t find anywhere to make a formal complaint about FordAssist.
Thanks for reading. Would love to hear if others have the same experiences and how you dealt with it.

Many thanks.

flaneurs_lobster

It ain't much but this is what FordAssist say

How do I make a complaint about Ford Assist?

We are sorry if you are experiencing difficulties with the service provided. If you would like to make a complaint regarding Ford Assist, please email Fordcustomersupport@allianz.com.

Chrissie_7

Thank you, that’s a step forward.

I should say here that FordAssist no longer have any connection to the AA.

Mildly_Miffed

Yep, that's why it's an Allianz email address, not AA.