I raised a complaint with RAC and following was it's reply:Dear Miss Sattar,Thank you for contacting us. I’m truly sorry to hear about your experience and that you had cause to raise a complaint. I’m personally handling your concerns and have investigated what happened.Summary of your complaintI understand you’re dissatisfied with the delay in vehicle recovery and the overall handling of your case. This situation was particularly distressing as you had your elderly mother in the car and had to arrange for a family member to take her home. Additionally, you experienced breathing difficulties and required medication, and there was confusion regarding the delivery of a promised hire car.My findings and outcomeI'm sorry for the distress and discomfort you experienced during your breakdown. We always aim to reach our members as quickly as possible, but on this occasion, the delay in recovery was longer than expected. I appreciate how frustrating it must have been, especially as you are a carer for your elderly mother and younger sister. I'm unable to uphold your complaint regarding the delay, but I assure you we make every effort to reach our members promptly.Regarding the behaviour of the 911 Recovery call taker, we do not tolerate unhelpful or dismissive attitudes. Your feedback will be passed to the contractor management team to address internally. I'm unable to uphold your complaint, however, I am able to offer a refund of £75 as a gesture of goodwill. Please allow up to 14 days for this to arrive.The confusion over the hire car delivery was unfortunate, and I apologise for the inconvenience this caused. Your feedback will be shared with the management team to improve our services.Your wellbeing, comfort, and overall satisfaction are of the highest importance to us, and we want to assure you that we take your concerns extremely seriously. It is deeply concerning to us that, in this instance, we were not able to provide you with the prompt, efficient, and effective assistance that you required and deserved during your time of need. We fully recognise the distress and inconvenience that this situation has caused you, and we sincerely regret that our service did not meet your expectations on this occasion. Please be assured that we are committed to thoroughly reviewing what happened and taking all necessary steps to ensure that similar situations are prevented in the future, so that our members receive the timely support and care they should always expect from us.After the Patrol's visit, the vehicle's inability to lock and the lack of lights or heating may have compromised your comfort and security. Our Patrol will try to diagnose the issue as best as possible at the roadside, and sometimes they may not be able to fix the issue at the time. I apologise for this and hope the cheque will go some way to expressing our regret.I’ve now closed your case. Once again, please accept my apologies for the inconvenience you have experienced.Kind regards,Naseer RAC Customer CareMy concern is here if the complaint handler or any of there family member had to endure this would they have taken taken this light heartedly. I have ne ver cashed the £75.would be returning it.Disgusted at the way people on mobility get treated. It's time Mobility Operations look fir another breakdown recovery for eg AA.I never had a virus or viral or a cold or flu. Cause of RAC mobility in competency I was left ill. Let's see 922 adviser and RAC complaint handler would cope sitting in the car for 20 hours in the cold with health conditions.It's not about the lousy £75 they decided to think will make matter go away. It's the pain and experience I went through. I am still traumatised with it.It was very poorly organised and it became like a circus. Why was I phoning up 911 and keep phoning RAC for help. It should had been one person allocated from RAC to deal with the breakdown all the way. Am sorry I do not accept there apology. Shame on them for treating people with health conditions and disabilities and female on there own.While I was siting in the breakdown car I started to get phone calls from Ipswich europcar they have a courtesy car for me. From Thursday to Monday had no car. So get phone call on Monday a car is going to be delivered. Here I am waiting and got phone call from europcar in Ipswich that they were given the wrong postcode and they can't deliver a car to Scotland. Then they re requested a car and got the car locally on Tuesday two days before Christmas.My experience with them from start to finish was a disgrace. Incompetent people in the wrong jobs. Europcar some were foreign advisers and struggled with each others accent. Took me 45 mins for europcar to answer my call and was told there in Bulgaria. The whole experience was shanbles, epecially 911 adviser
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