A couple of days ago I booked my car to be towed to a garage by RAC from my home address to a specialist garage due to gearbox problems, I booked it to be done today 06/02/2014, this morning a recovery driver attended my address to carry out the recovery and transportation of my car to the garage, whilst he was here he advised me of a £111.00 charge for towing my car, I of course challenged this as I had not been advised of any further charges when I first made the booking as I had presumed that this was part of my cover as I have roadside, recovery, at home and accident care.
I contacted Rac and spoke to a breakdown helpline representative, I explained that at no point during my booking telephone call I was advised of such charge, she advised that RAC would do the recovery as part of my cover to the garage due to the fact that I had previously not been advised of further charges, ie wrongly advised. We got cut off on the phone and I called back, the next person I spoke to refused to acknowledge the fact that the previous person I spoke with had agreed to carry out the recovery and started quoting terms and conditions to me down the phone again and again. I asked to be put through to customer complaints which she did only to be put back to the breakdown helpline, I found the whole experience to be patronising and unhelpful , the level of customer service is appalling, after all the phone calls, lines being cut off or not answered at all, being left on hold for a total of 1 hour I have been left stranded by RAC with no recovery to the garage as was booked and advised would be carried out. I am appalled at this level of service, a mistake made by their representative to advise me of charges at the first instant, the lack of concern or compassion on part of their customer care team , I have been a long term member of the RAC and have rarely used their services up to now.
If I was advised in the first instant of the charge I would of not used RAC , I believe have been treated unjust and without any customer care what so ever, appalling company to deal with.
I contacted Rac and spoke to a breakdown helpline representative, I explained that at no point during my booking telephone call I was advised of such charge, she advised that RAC would do the recovery as part of my cover to the garage due to the fact that I had previously not been advised of further charges, ie wrongly advised. We got cut off on the phone and I called back, the next person I spoke to refused to acknowledge the fact that the previous person I spoke with had agreed to carry out the recovery and started quoting terms and conditions to me down the phone again and again. I asked to be put through to customer complaints which she did only to be put back to the breakdown helpline, I found the whole experience to be patronising and unhelpful , the level of customer service is appalling, after all the phone calls, lines being cut off or not answered at all, being left on hold for a total of 1 hour I have been left stranded by RAC with no recovery to the garage as was booked and advised would be carried out. I am appalled at this level of service, a mistake made by their representative to advise me of charges at the first instant, the lack of concern or compassion on part of their customer care team , I have been a long term member of the RAC and have rarely used their services up to now.
If I was advised in the first instant of the charge I would of not used RAC , I believe have been treated unjust and without any customer care what so ever, appalling company to deal with.