Trouble with RAC European Breakdown Service

Troubles with the RAC.

Please note: the dates and times are as accurate as I can remember. If needed I can go through my notes again, and ask the RAC for all the info (under the data protection act I believe I can…)

My vehicle broke down in Ibiza.

On contacting the RAC, I was told a mechanic would come out with a tow truck to take my van to a garage. I told the person on the phone the details of my van (size etc)

After waiting around 4/5 hours, the truck that came was too small! He had been told my van was a small van.

The RAC said they would arrange a hotel for the night… but there was not one within the price range, so I had to pay someone in the bar I was calling from in cash to allow me to sleep on their sofa.

The next day…

I spent all day waiting to see if the RAC would authorise repatriation for my van.

The RAC told me I would know later that day. I did not.

Because of this, the RAC arranged a hotel for me for the night… Hotel calla Blanca (it took several hours to get the booking, and around 7 or 8 phone calls) – I started trying to book the hotel at around 18:55…

On calling the hotel I was informed the room was NOT confirmed and the hotel was now full (this is at around 10.30pm in the evening!!!)

I called the RAC, and then the hotel and we managed to get this sorted.

Then I was told a Taxi would be with me soon. After 2hrs there was no taxi. I called the RAC, at 22:33PM who informed me I was not in actual fact in the Bar still waiting for a Taxi… I was in my hotel!!!! – When I informed them I was not they told me it would be a few hours until the taxi arrives!

In the end I hired a motorbike, and rode half way across the island tired, with my luggage and hungry.

I had the hotel for 1 night. The following day was another day of phone calls all day, and at around 9:00pm I was told they would not repatriate my vehicle. If I got my vehicle from Ibiza to the mainland they ‘may’ tow it. How they expected me to get my 3.5tonne van across the water I don’t know!

In the end they said they would not do this (I lost track oh the days, but this is about day 3 – they paid for another 2 nights at a hotel – same one as before)

I said I could arrange for my boss’s friend to get my van towed back to UK, it would be £1300 (this was not a commercial thing, just a favour and that’s how much Pete wanted for the tow)

I was told it would take a few hours to get approval…

THE NEXT DAY!!!

I was told they would NOT approve this. I asked to speak to the supervisor… I was transferred to the UK… then to Leon in France… I got through to the supervisor, he said he said yes to my request, NOT no… he apologised and said it was a breakdown in communication (all this time I have had to call Leon in France each time from Spain… they pass my requests on to Barcelona, who authorise and send info back to Leon, who then phone me back… and I am not allowed to speak to Barcelona direct!!!)

So… I requested that the RAC paid for hotel accommodation until the tow truck arrives, they said yes… and said they would extend the hotel for another day. (Meaning around 2 days left)

After 1 day, the hotel kicked me out because the room had not been extended!

So… at around 8pm I had to find another hotel. It took the RAC until around 10.25pm to get one. The hotel staff let me wait on the sofa in the reception. After 2 and bit hours, I was very tired, fed up and hungry… this was a far cry from the quality of service I expected from the RAC!!!

The Hotel I got was in San Antonio… 25-35kms from the hotel I was in. The RAC told me that there was a taxi strike on, so they were finding it hard to get me a taxi… back to a hire bike!!!

When I got to the hotel (around 12.30am!!! – little winding roads… even on a bike!) I was told that the RAC had NOT confirmed the room!!! – The guy in the hotel said that luckily there was still room!

After all this I am obviously not amused with the level of service from the RAC.

I have an email from the supervisor in Leon confirming that the RAC would refund me the £1300.

I contacted the RAC when back home and told them my new address. I received NO CLAIM FORM (I was told I would)

After several calls to the RAC, I was told who was dealing with my claim. This guy was much more helpful, and said if I sent some info in (receipt from the guy that towed me) he would arrange the refund ASAP.

I sent the info the next day… unfortunately he did not seem to receive it. So now I have his fax number… I will fax him tonight and update this blog with what happens. He seems organised so I think something may actually happen now!

• I broke down some time in August I think it was (I will find the exact date and enter it asap)
• The date I am writing this is 12^th December… I am desperate for the money at the moment
• Date money received (I faxed info on 13^th December ’07) lets see how long they take! Date received payment _____________

* On 14th (Friday)I had no response.

* On 17th Dec. (Monday) the guy that is dealing with my case is off work today! - NOBODY else can deal with it.
If this is how they deal with complaints I am shocked. This is a nightmare.



Another persons complaint:

I found the following complaint from someone else about the RAC:

http://www.complaints.com/directory/2005/november/5/20.htm