Sent this to my insurance provider...
3rd August 2014
Re: RAC breakdown assistance attached to NFU fleet insurance. Policy No. ####
Dear Caroline,
As you are aware I have once again suffered RAC following a breakdown in my Toyota ####, please see below the detail of the recent recovery.
01/08/14
15.46 I phoned RAC and reported that my vehicle was suffering engine trouble and I was told that a patrol would be dispatched. I informed the lady I spoke to that I was towing a large plant trailer and ****vator weighing between 3000 and 3500kg and asked if this would present a problem in the event that I would be recovered, I was told at this time that she would need to check and get back to me.
16.32 Unconvinced that the offered call back would come and keen to make my own arrangements I phoned RAC to check the situation regarding the trailer. After again giving the dimensions and weight of the trailer and being put on hold briefly I was assured that this would be no problem. I had at this point been able to recover the trailer myself with another vehicle at some inconvenience but passed the opportunity with the assurance from RAC.
16.44 RAC phoned to advise a patrol would be with me in 1 hour
17.26 RAC patrol arrived and attempted to fix the vehicle. The patrol was pleasant, knowledgeable and keen to get me on the road however was unsuccessful and reported to control that I would need recovery. I put the trailer and ****vator (which I had previously moved out of the way) back on the vehicle at the roadside to await recovery, during this I was hit by a very heavy downpour and was completely soaked through.
19.04 RAC subcontractor FAM phoned and asked about the trailer as he had no details. I gave him the size and weight and was told they could not recover me. I was told I would be phoned back.
19.33 Again unconvinced that the offered call back would come I called RAC who told me they were having difficulty accommodating the trailer and were trying very hard.
19.55 RAC phoned back, this call lasted for around 30 minutes. The operator explained that it was looking unlikely that I could be recovered with the trailer that night and asked if I could leave the vehicle and/or the trailer which would have left both insecure. At this point I asked if they would allow me to organise recovery of the trailer which after consulting with the manager it was deemed agreeable providing the sum was reasonable. I asked what would be considered reasonable and after further consultation with the manager £150 was offered. I'm no recovery contractor but I suggested that didn't seem like enough and the operator agreed. At this point the recovery was passed to RAC commercial and the RAC general operator I had been speaking with promised to call me back within 20 minutes to see that the matter was being dealt with.
20.27 RAC commercial phoned and requested my destination and said they would call back soon with an ETA.
21.01 RAC commercial phoned and advised an ETA of 10.30 by subcontractor Mansfield.
21.10 RAC general operator phoned to ask how I was getting on. He described the situation as a disgrace but was kind enough to give me a number for a local restaurant offering a delivery service.
22.39 I phoned RAC general who told me recovery would be 15 minutes and also gave me the contact number for RAC commercial.
23.06 I phoned RAC commercial and was told I would be phoned back
23.07 Mansfield phoned and advised an updated ETA of 40 minutes.
23.56 Mansfield phoned and advised an updated ETA of 20 minutes.
02/08/14
00.52 RAC commercial phoned and advised an updated ETA of 1.20AM
The recovery driver actually arrived at 1am and was understanding, helpful and efficient. After struggling with night-time closures of the motorway network I was deposited at my destination at 3.45am.
After my soaking around 18.00 I told the operator who I spoke to at 19.33 and all others afterwards that I was getting increasingly cold, my coat was soaked through and I was left in a drenched t-shirt and jeans. I was feeling quite unwell and was struggling to use my phone at some stages throughout the night as I was shivering uncontrollably. I could not start the engine to warm the cab and resorted to scrunching up hand towel tissues and packing my jeans with them in an attempt to dry my clothing and provide some insulation against the dropping temperature. At midnight I passed out and was woken briefly by the call at 00.52 (which I didn't believe) before being woken fully by the recovery wagon soon after.
Having a recovery policy should offer some form of confidence that I wouldn't be stranded. As it happens this policy offers a false sense of security, without it I would have had myself, my vehicle and trailer home within 4 hours had I taken the opportunity that passed soon after the call at 16.32.
I cannot hold one person responsible for the farce that occurred, the individuals I dealt with were sympathetic however seemed unable to assist. The largest part of the frustration suffered was the lack of communication and knowledge. I would have been happier if I had been called back when offered and given one correct ETA. I would have been much better off if I'd been advised of the potential issues at 16.32. Indeed the previous issues I had on my previous recovery were due to lack of communication and resulted in a complaint.
The only financial costs I have to bear from this are the delivery of a meal and the valet of my vehicle. The seat is now wet and grubby, the windows streaked from the condensation that has also run over the dash and door cards and the car smells like a take away meal. Further issues I consider more serious are the bad cold I am now suffering, the lower back pain that seems due to being wet, cold and cramped for many hours, the missed celebration meal with my family and the failed weekend that should be spent with my wife and young sons which is now needed to recover from this ordeal. Unfortunately it seems that the NFU will suffer the loss of my business at least in terms of my fleet insurance as I am now to start looking for alternate quotes from providers offering different recovery operators. In my view, NFU's use of the RAC does not fit with the NFU's superb standards of service.
I trust that you will file this complaint with your superiors, you may wish to see that it finds its way to whoever agrees the partnership with RAC so that they can be aware of my dissatisfaction. Call recordings can be available if required.
Yours Sincerely,
Mike Hatton
3rd August 2014
Re: RAC breakdown assistance attached to NFU fleet insurance. Policy No. ####
Dear Caroline,
As you are aware I have once again suffered RAC following a breakdown in my Toyota ####, please see below the detail of the recent recovery.
01/08/14
15.46 I phoned RAC and reported that my vehicle was suffering engine trouble and I was told that a patrol would be dispatched. I informed the lady I spoke to that I was towing a large plant trailer and ****vator weighing between 3000 and 3500kg and asked if this would present a problem in the event that I would be recovered, I was told at this time that she would need to check and get back to me.
16.32 Unconvinced that the offered call back would come and keen to make my own arrangements I phoned RAC to check the situation regarding the trailer. After again giving the dimensions and weight of the trailer and being put on hold briefly I was assured that this would be no problem. I had at this point been able to recover the trailer myself with another vehicle at some inconvenience but passed the opportunity with the assurance from RAC.
16.44 RAC phoned to advise a patrol would be with me in 1 hour
17.26 RAC patrol arrived and attempted to fix the vehicle. The patrol was pleasant, knowledgeable and keen to get me on the road however was unsuccessful and reported to control that I would need recovery. I put the trailer and ****vator (which I had previously moved out of the way) back on the vehicle at the roadside to await recovery, during this I was hit by a very heavy downpour and was completely soaked through.
19.04 RAC subcontractor FAM phoned and asked about the trailer as he had no details. I gave him the size and weight and was told they could not recover me. I was told I would be phoned back.
19.33 Again unconvinced that the offered call back would come I called RAC who told me they were having difficulty accommodating the trailer and were trying very hard.
19.55 RAC phoned back, this call lasted for around 30 minutes. The operator explained that it was looking unlikely that I could be recovered with the trailer that night and asked if I could leave the vehicle and/or the trailer which would have left both insecure. At this point I asked if they would allow me to organise recovery of the trailer which after consulting with the manager it was deemed agreeable providing the sum was reasonable. I asked what would be considered reasonable and after further consultation with the manager £150 was offered. I'm no recovery contractor but I suggested that didn't seem like enough and the operator agreed. At this point the recovery was passed to RAC commercial and the RAC general operator I had been speaking with promised to call me back within 20 minutes to see that the matter was being dealt with.
20.27 RAC commercial phoned and requested my destination and said they would call back soon with an ETA.
21.01 RAC commercial phoned and advised an ETA of 10.30 by subcontractor Mansfield.
21.10 RAC general operator phoned to ask how I was getting on. He described the situation as a disgrace but was kind enough to give me a number for a local restaurant offering a delivery service.
22.39 I phoned RAC general who told me recovery would be 15 minutes and also gave me the contact number for RAC commercial.
23.06 I phoned RAC commercial and was told I would be phoned back
23.07 Mansfield phoned and advised an updated ETA of 40 minutes.
23.56 Mansfield phoned and advised an updated ETA of 20 minutes.
02/08/14
00.52 RAC commercial phoned and advised an updated ETA of 1.20AM
The recovery driver actually arrived at 1am and was understanding, helpful and efficient. After struggling with night-time closures of the motorway network I was deposited at my destination at 3.45am.
After my soaking around 18.00 I told the operator who I spoke to at 19.33 and all others afterwards that I was getting increasingly cold, my coat was soaked through and I was left in a drenched t-shirt and jeans. I was feeling quite unwell and was struggling to use my phone at some stages throughout the night as I was shivering uncontrollably. I could not start the engine to warm the cab and resorted to scrunching up hand towel tissues and packing my jeans with them in an attempt to dry my clothing and provide some insulation against the dropping temperature. At midnight I passed out and was woken briefly by the call at 00.52 (which I didn't believe) before being woken fully by the recovery wagon soon after.
Having a recovery policy should offer some form of confidence that I wouldn't be stranded. As it happens this policy offers a false sense of security, without it I would have had myself, my vehicle and trailer home within 4 hours had I taken the opportunity that passed soon after the call at 16.32.
I cannot hold one person responsible for the farce that occurred, the individuals I dealt with were sympathetic however seemed unable to assist. The largest part of the frustration suffered was the lack of communication and knowledge. I would have been happier if I had been called back when offered and given one correct ETA. I would have been much better off if I'd been advised of the potential issues at 16.32. Indeed the previous issues I had on my previous recovery were due to lack of communication and resulted in a complaint.
The only financial costs I have to bear from this are the delivery of a meal and the valet of my vehicle. The seat is now wet and grubby, the windows streaked from the condensation that has also run over the dash and door cards and the car smells like a take away meal. Further issues I consider more serious are the bad cold I am now suffering, the lower back pain that seems due to being wet, cold and cramped for many hours, the missed celebration meal with my family and the failed weekend that should be spent with my wife and young sons which is now needed to recover from this ordeal. Unfortunately it seems that the NFU will suffer the loss of my business at least in terms of my fleet insurance as I am now to start looking for alternate quotes from providers offering different recovery operators. In my view, NFU's use of the RAC does not fit with the NFU's superb standards of service.
I trust that you will file this complaint with your superiors, you may wish to see that it finds its way to whoever agrees the partnership with RAC so that they can be aware of my dissatisfaction. Call recordings can be available if required.
Yours Sincerely,
Mike Hatton