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"disgusting and disgraceful service last night 23 nov 2016 , i had the misfortune to breakdown and forced to call the rac whom we have been with since the year 1982 . i rang up the breakdown line at 7pm, it wasnt until 9.15pm that they eventually sent out a (local mechanic) to come and look at my vehicle, i was told on the telephone by the telephone operative i wasnt to worry they are mechanics . anyway the driver from burrows attended and he greeted me, and did nothing more than shine a torch under my van and say "have to tow you mate" so he proceeded to ask me to back my van upto his tow truck as he would have to tow me with my backend off the floor incase the brakes locked up . he then towed me where i wanted togo which was a friends house . He dropped off my vehicle and went on his way . I had a sleepless night, thinking over and over how the rac boast about fixing 4 out of 5 cars / vehicles by the roadside . so i rang customer services at 6am this morning the 24th nov 2016 . and i proceeded to tell my story about the local agent and that i felt he didnt investigate my issues fully all he written on his notes was "brakes" ?? and that could they please send a real racman out to me with a computer etc etc to properly access my vehicle . this they agreed too and this morning they attended , the rac driver proceeded to actually drive my vehicle with me as the passenger and witness goings on with the vehicle, he plugged in his computer and said there was no faults coming up, and best thing for us todo is get it to a garage for repair so he would take me to a rac approved garage 4 miles away called trs (near ilkeston) .. to my horror he said "follow me" and he had me drive my vehicle despite me being towed the previous night as not to dammage my vehicle ( i presume) anyway i drove my vehicle 4 miles follwing the rac man and all the way i could sense something was happening and wasnt right , but as he was the professional i didnt question once what i was being asked todo was anything wrong we arrive at trs, he seems to know the woman behind the desk very well, they have a small joke between themselves as she asked him if he had sent a report through yet or just hasnt bothered as usual . He told her what he thought was wrong with the vehicle which was a faulty abs sensor , and nothing more . i was then led outside to a fiat 500 car to take home and i would receive a phonecall from the garage to let me know there findings . Around 2pm trs ring me to say that my vehicle has a totally collapsed rear wheel bearing and it looks to have taken out the abs sensor and the cost to have this fixed would be £277 . too be honest the bill surprised me aswell as shocked me, and i got to thinking "how on earth did the rac man miss the issue, and why did he had me drive 4 + something miles to a garage when i have been recovered the previous night purposely with my rear wheels lifted off the floor .. so in effect i feel that due to being made to drive my vehicle to the garage it has damaged my vehicle further resulting in the bill i am going to receive for rectification works to my vehicle . So i decided to ring rac customer service to tell them of my story and issues of the last 24 hours i spoke to a Miss Kitching , who was very unhelpful and actually rude and aloof towards me, and just stuck up for the driver and his actions , but she would forward a complaint to the correct department , despite telling me she was the customer service executive ... i asked to speak to someone higher and whom it was and she said Miss Parker isnt here today she is ill, and i wont be forwarding you even if she wasnt . And that i am to now ask the garage for a report of my vehicle, and if the garage what to charge me to write a report then i must pay that cost . All this i found further disgraceful , especially as we have been lifelong members of the rac and its services . She left the phone call saying i would get a email and i would have to send the report to her and she may look into it . i thanked her for her time and we both left the conversation .. so now i wait to collect my vehicle and pay the near on £300 . which is appalling considering what ive been through at the hands of rac and its professional workforce . And having been with them since 1982 some 34 years :( appalled doesnt come into it .."
RAC Insurance is rated 3.22 based on 515 reviews

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Alice, Customer Support