Have been a member for some years. Have always found the service ok. Staff are normally polite and friendly. Always trusted the organisation until now.
A while ago I got a call from a man who said he was from the RAC and wanted to discuss my membership cover. He talked about deals to include battery replacement and additional insurance...in the end I added 'replacement key cover'. It sounded a good deal - if you lose your car keys they will come out and sort out a replacement and if they can't, they'll provide a courtesy car. All sounded good to me and after adding this I never gave it another thought, until the day I actually lost my car key.
I phoned up the RAC and was told the policy had been sold by their 'outside agent'. It transpires what I have is an insurance policy...no one actually comes out to replace the key. After a lengthy delay I managed to get through to the insurance agent from 'key cover'.They asked if my key was 'tagged'. I had no idea what she was talking about. It turns out that I should have been posted a set of tags to put on my keys...and because my keys were not tagged my claim was void.
I have never received key tags. The insurance company tell me that's between me and the RAC. The RAC say they have no involvement and its between me and the insurance company.
I have raised a formal complaint with the RAC and have cancelled my membership.
Its not the loss of money that makes me angry. The RAC name carries with it (or it did for me) a sense of integrity. What the company did in effect was to sell my details onto an insurance company who then cold called me to 'discuss my membership' under the pretext of being part of the RAC. The 'replacement key' cover I bought was not the one sold to me over the phone. And in any event, the insurance cover was void because of a failure to post these damn 'tags'.
A while ago I got a call from a man who said he was from the RAC and wanted to discuss my membership cover. He talked about deals to include battery replacement and additional insurance...in the end I added 'replacement key cover'. It sounded a good deal - if you lose your car keys they will come out and sort out a replacement and if they can't, they'll provide a courtesy car. All sounded good to me and after adding this I never gave it another thought, until the day I actually lost my car key.
I phoned up the RAC and was told the policy had been sold by their 'outside agent'. It transpires what I have is an insurance policy...no one actually comes out to replace the key. After a lengthy delay I managed to get through to the insurance agent from 'key cover'.They asked if my key was 'tagged'. I had no idea what she was talking about. It turns out that I should have been posted a set of tags to put on my keys...and because my keys were not tagged my claim was void.
I have never received key tags. The insurance company tell me that's between me and the RAC. The RAC say they have no involvement and its between me and the insurance company.
I have raised a formal complaint with the RAC and have cancelled my membership.
Its not the loss of money that makes me angry. The RAC name carries with it (or it did for me) a sense of integrity. What the company did in effect was to sell my details onto an insurance company who then cold called me to 'discuss my membership' under the pretext of being part of the RAC. The 'replacement key' cover I bought was not the one sold to me over the phone. And in any event, the insurance cover was void because of a failure to post these damn 'tags'.