RAC Failure to Respond or Attend Breakdown

SpringFly

https://forums.moneysavingexpert.com/discussion/comment/82116511#Comment_82116511

Hi there, thanks so much for your question. The police's transporter came at 12:48pm (I took a photo) and first contact was made to the RAC via the Hastings Direct App (which transferred us through to the RAC portal) within minutes of the breakdown occurring at around 11:35am. The police contractor was very quick to respond presumably because of the police intervention.

It's true that the RAC aren't able to magic someone to the scene in minutes and that's understandable. However, the RAC didn't even contact us to discuss our situation after making our report (several times!). At every stage it was us who attempted to contact them - both via the app and by phone. There were persistent barriers when trying to get in touch with them, which is when I ran through the online form with one of the attending officers who made the decision to call for alternative assistance.

Thanks again for your input, it's appreciated.

SpringFly

https://forums.moneysavingexpert.com/discussion/comment/82116558#Comment_82116558

Many thanks for your thoughts and for sharing your experience, Myci85, it's very deeply appreciated.

We will definitely consider going through Resolver should no resolution be reached via the complaints process that we're currently pursuing with the RAC. It's another avenue for us to investigate as we feel that the RAC undoubtedly fell short on the day. Sincere thanks again.

SpringFly

https://forums.moneysavingexpert.com/discussion/comment/82116525#Comment_82116525

Hi there, thanks for your reply, Boohoo.

There's no evidence that the RAC did respond at all while the car was in the compound and I've requested a copy of any existing report to demonstrate this, yet nothing has been forthcoming to-date. It's unlikely that the car was ever attended at all and we received no indication from compound staff that it had been inspected at any time by the RAC. In fact the compound staff were as incredulous as we were at the lack of service we received. It was simply then a matter of recovering the car back to a garage near our home address which then led to let-down after let-down with no communication on the part of the RAC. Until a complaint was placed days later.

Thanks again.

eskbanker

https://forums.moneysavingexpert.com/discussion/comment/82119832#Comment_82119832

I'm unconvinced that Resolver really is another avenue as such - they're essentially a message forwarding service in between the complainant and the company, so once a company's complaints process has been exhausted the escalation options, such as internal (CEO, etc), trade association, NWNF ambulance-chasers, ombudsman, ADR, or court, aren't actually supplemented by an additional Resolver option, although perhaps they offer some guidance about which of those options is worth trying first?

SpringFly

https://forums.moneysavingexpert.com/discussion/comment/82119889#Comment_82119889

Hi eskbanker and thanks for your thoughts.

An email directly to the CEO containing and detailing our experience and evidence, and the unsatisfactory lack of communication, information and response from the RAC is a crucial next step, I think. If nothing else, bringing attention to the problems we experienced may at very least prevent another customer from being let down in the way we were on the day. That you feel Resolver, as a message-forwarding service, may be best utilised for guidance if not to escalate our complaint is useful to know.

Again, I really appreciate your input, with thanks.

HopeAndDriftWood

https://forums.moneysavingexpert.com/discussion/comment/82119889#Comment_82119889

No, they don't offer advice. It's just a messaging service.

SpringFly

https://forums.moneysavingexpert.com/discussion/comment/82116462#Comment_82116462

Thanks born_again for your input.

The RAC's online portal and phone options directed us to ring 999 - which we did straight away - due to the live lane situation, which is understandable given the dangerous position we'd found ourselves in. However, even when that instruction had been followed, there was no callback, response or alternative way of reaching the RAC, even for advice! All avenues tried by us led to the same hamster-wheel of 'ring 999'! Even after the police were on the scene and had closed the lane making recovery safe, we remained on the 'ring 999' RAC hamster-wheel which is what I demonstrated to one of the attending police officers.

Thanks again.

SpringFly

https://forums.moneysavingexpert.com/discussion/comment/82124080#Comment_82124080

Thanks for clarifying that, HopeAndDriftWood. Much appreciated.

eskbanker

https://forums.moneysavingexpert.com/discussion/comment/82124080#Comment_82124080

Yes, I wasn't suggesting personalised or interactive advice, just that they publish various help guides, etc, in a similar vein to CAB:

https://www.resolver.co.uk/rights-guides

saajan_12

How much were the daily charges for storage vs what would it have cost to get it recovered to your house / mechanic after the first day?

Sounds like RAC definitely failed to live up to their duties, but even then you have to mitigate your losses if you want to successfully claim from them. In practice I know its hard to know when to stop 'giving them one more chance' vs taking things into your own hands but it might play into what costs they reimburse if there was a cheaper option.