Cable Forum - View Single Post

etccarmageddon · 07-08-2005, 17:15

Our car brokedown at the weekend and I'm pleased to be able to append to this thread our experience of the RAC service.

We were 'stranded' in the countryside outside of stockport with the dog in an area where I had to walk up a hill to get a mobile signal. I'm still ANGRY and UPSET about the utterly dishonest attitude of the call centre and the amount of stress they added to the call out.

As you can imagine when you break down it's a stressful enough experience so you dont need someone telling you that your membership had expired at the end of march but "we'll come out to you anyway but you'll need to speak to our membership department"!

ok, I can forgive an admin error just but next I was told that they would come out but if the car required the use of 'specialist equipment' in order to recover it as the steering wasn't operative then the cost of the specialist equipment would be borne by myself and would be something that is between myself and the people/3rd party garage service that comes out.

I thought this was extremely disgusting as at the time of signing up there was no mention of a limited service provided by the RAC or mentioning 'specialist equipment' and just what is 'specialist equipment' - too much of a broad term which could be used to palm off all sorts of costs onto the member.

The lady then explained that this cost for 'specialist equipment' is just like the other exclusions they have which includes the costs involved in attending to you at a road traffic accident.

I discussed it with her indoors while we were waiting for the RAC man and we agreed that we'd go through the process of the insurance ombudsman if we were forced to make payments in order to achieve the service the RAC were already contracted to supply we also discussed the use of solcitors and speaking to trading standards. not the kind of discussion you should need to have when stranded miles away from home with no mobile signal.

Anyway, fortunately a very very nice man in an RAC van arrived who got the car sorted and I was very greatful for his help.

We got home and checked the documents - the RAC cover is clearly for breakdowns and no mention of specialist equipment costs and states also "accident care - in the event of a road traffic accident rac will assess the situation and also arrange recovery of the vehicle" which could be interpreted that the RAC arrange for recovery but dont absorb the cost except for this other section...

"recovery - if a roadside repair is not feasible - the rac will recover your vehicle... (the rac recovery service is also available in the event of illness or accident".
__________________

after a search of their web site I have found this exclusion "Specialist equipment costs (which is equipment in Our view not usually carried by Our patrols). We will however arrange for the specialist services if needed, but You will have to pay for any additional costs direct to the contractor."

I think this is a pretty big way of copping out of costs and therefore would advise caution in spending money on RAC membership as it may be better to put the money in a savings account and use it when needed.
__________________

I'm still completely puzzled as to why getting a car recovered would require 'specialist equipment'! I've had numerous breakdowns over the years including the recovery of the car by the AA after I mangled the front and not had the hassle of 'specialist equipment' mentioned.

the AA has this exclusion which you should also bear in mind "In the event that you require vehicle recovery following an accident, the AA can, if you require, provide this for you but will not be responsible for meeting the costs involved. If the AA does agree to provide recovery in these circumstances you will be responsible for, and required to pay, the AA's charges for this service (including, but not limited to, any charges relating to any specialist equipment used). In the event that, following a road traffic accident, you require one of the additional services available under Relay Plus or At Home travel services (and you have the relevant cover), the AA can arrange this for you but will not be responsible for any costs involved. You will, therefore, be required to pay on request any applicable charges. In regard to all matters referred to in this clause, you must give the AA, on request, any relevant information it reasonably requests."

07-08-2005, 17:15	#20
etccarmageddon Inactive Join Date: Jun 2003 Location: Manchester Posts: 5,638	Re: Road Assistance cover Our car brokedown at the weekend and I'm pleased to be able to append to this thread our experience of the RAC service. We were 'stranded' in the countryside outside of stockport with the dog in an area where I had to walk up a hill to get a mobile signal. I'm still ANGRY and UPSET about the utterly dishonest attitude of the call centre and the amount of stress they added to the call out. As you can imagine when you break down it's a stressful enough experience so you dont need someone telling you that your membership had expired at the end of march but "we'll come out to you anyway but you'll need to speak to our membership department"! ok, I can forgive an admin error just but next I was told that they would come out but if the car required the use of 'specialist equipment' in order to recover it as the steering wasn't operative then the cost of the specialist equipment would be borne by myself and would be something that is between myself and the people/3rd party garage service that comes out. I thought this was extremely disgusting as at the time of signing up there was no mention of a limited service provided by the RAC or mentioning 'specialist equipment' and just what is 'specialist equipment' - too much of a broad term which could be used to palm off all sorts of costs onto the member. The lady then explained that this cost for 'specialist equipment' is just like the other exclusions they have which includes the costs involved in attending to you at a road traffic accident. I discussed it with her indoors while we were waiting for the RAC man and we agreed that we'd go through the process of the insurance ombudsman if we were forced to make payments in order to achieve the service the RAC were already contracted to supply we also discussed the use of solcitors and speaking to trading standards. not the kind of discussion you should need to have when stranded miles away from home with no mobile signal. Anyway, fortunately a very very nice man in an RAC van arrived who got the car sorted and I was very greatful for his help. We got home and checked the documents - the RAC cover is clearly for breakdowns and no mention of specialist equipment costs and states also "accident care - in the event of a road traffic accident rac will assess the situation and also arrange recovery of the vehicle" which could be interpreted that the RAC arrange for recovery but dont absorb the cost except for this other section... "recovery - if a roadside repair is not feasible - the rac will recover your vehicle... (the rac recovery service is also available in the event of illness or accident". __________________ after a search of their web site I have found this exclusion "Specialist equipment costs (which is equipment in Our view not usually carried by Our patrols). We will however arrange for the specialist services if needed, but You will have to pay for any additional costs direct to the contractor." I think this is a pretty big way of copping out of costs and therefore would advise caution in spending money on RAC membership as it may be better to put the money in a savings account and use it when needed. __________________ I'm still completely puzzled as to why getting a car recovered would require 'specialist equipment'! I've had numerous breakdowns over the years including the recovery of the car by the AA after I mangled the front and not had the hassle of 'specialist equipment' mentioned. the AA has this exclusion which you should also bear in mind "In the event that you require vehicle recovery following an accident, the AA can, if you require, provide this for you but will not be responsible for meeting the costs involved. If the AA does agree to provide recovery in these circumstances you will be responsible for, and required to pay, the AA's charges for this service (including, but not limited to, any charges relating to any specialist equipment used). In the event that, following a road traffic accident, you require one of the additional services available under Relay Plus or At Home travel services (and you have the relevant cover), the AA can arrange this for you but will not be responsible for any costs involved. You will, therefore, be required to pay on request any applicable charges. In regard to all matters referred to in this clause, you must give the AA, on request, any relevant information it reasonably requests."