GEM Motoring Assist Reviews

Name: GEM Motoring Assist
Address: Station Road, Forest Row
Rating: 4.69

4.7 Rating 2,641 Reviews

96 %

of reviewers recommend GEM Motoring Assist

Company Reviews

Metrics

Info

4.7

Based on 2,641 reviews


Shipping & Delivery
Delivery Methods	Postal Service
On-time Delivery	97%
Customer Service
Communication Channels	Live Chat, Telephone, Email
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5

About GEM Motoring Assist:

Originally established in 1932 as the Company of Veteran Motorists to combat the increasing number of road accidents, GEM Motoring Assist is the UK’s leading driving based Road Safety association. We bring our members dependable, rapid round-the-clock breakdown recovery assistance, and because our schemes cover people rather than vehicles, you’ll find us a whole lot more flexible than other breakdown providers.

Visit Website

Phone:

01342825676

Email:

enquiries@motoringassist.com

Location:

Station Road
Forest Row
RH18 5EN

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GEM Motoring Assist 5 star review on 6th June 2023

Richard

Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I'm not sure why I have to pay a larger yearly premium than new customers, considering the amount of time I have been a member. I begrudgingly paid the inflated price to save myself spending money on the phone to you to rectify this. I will not be renewing again next year if this stays the same.”

Helpful Report

Posted 7 years ago

“I am afraid that you did not score very well this year for membership renewal, as your staff appear to have adopted a disregard for the customer in the form of "lets not listen too carefully as to what they are saying!" . I e-mailed your company to explain that I could not get further than your Home Page when I logged on to renew. This occurred every day for 5 days. Though I did manage to procure the overseas cover through your site. In frustration I went next door to my neighbour to attempt access beyond the home page, alack and alas, no joy. I received and returned you staff's phone call in offering assistance, BUT! the good lady did not listen carefully as to what I was saying, she just kept on reciting a prepared speech, no good!. I was then passed on to IT who proceeded in the same vein. Now when I say very clearly that I cannot get beyond the home page, I do not want a lesson in how to log on when I cannot get there!!!. He then made a statement that the browser I choose to use may not be compatible with your systems. I came very, very, close in abandoning my membership with you. I am infuriated with the first two members of staff with their attitude, but because I believe in your company, I demanded to pay over the phone, something simple that someone could get their head around. Your second lady member of staff retrieved the day for you. But I hasten to add, if you will not be utilising certain web browsers, then please let it be known to unaware parties like myself. I remain disillusioned with GEM and will think twice next year. One hitch and I'm off. Regards Mr A Westron. membership no. 001500048880”

Helpful Report

Posted 7 years ago

“It annoying that you can find the same cover from GEM but they are offering £20 off for new customers.How does the build brand loyalty ? if there is a a promotion this should be available to existing customers without them finding it on a price comparison web site .”

Helpful Report

Posted 7 years ago

“we received our renewal which we paid one month in advance , as this had increased by over 23% we phoned to ask why? reason-higher tax-joining offer,now not given-but this price was 12months for the price of 11mths[it would seem that loyal customers are not given anything for loyalty ]12mths for the price of 11 some but still 23% up ! some offer,not a great thank you when you phone [ don't bother] _ __still other companies will benefit.”

Helpful Report

Posted 8 years ago

“I am asked to review the prompt service received from my recent breakdown. However, the one a few months before was very late in arriving despite having a 92 year old lady passenger on board. Strangely, I wasn't offered the opportunity to review! I'm doing so now.”

Helpful Report

Posted 8 years ago

Dear Member, We continually strive to provide a first class service to our members so thank you for taking the time to give us your feedback. We were sorry and disappointed to read that the service you received on a previous occasion was below our usual standard. Your comments have been passed on to our service provider who will investigate this as they can listen to the calls and monitor the service provided by the garages. They will respond to you directly. In the meantime we apologise for any inconvenience caused. GEM Customer Service Team

Posted 8 years ago

“Pleased to give you some comments. Your application process is not transparent, as an applicant you are guessing what is going to be requested at the next step. give us a clue up front. I signed up up but was shocked to be told my paperwork/card would take 14 days to be delivered. In modern day this is astonishing. Finally, your app. Looks great but tried to download it on an Android phone. Wish I had not tried. Thirty minutes to find my phone throwing out app just makes me think again. I sill cannot download app to phone and probably never will. You need to fix this. Do it right or not at all. Hope the comments help”

Helpful Report

Posted 8 years ago

Dear Sir, Thank you for your comments. As you joined online, your documents are available online as soon as payment is made so there is actually no 14 day wait for ‘paperwork’ as you mention because your documents are available immediately. When you purchased your policy the notification actually said ‘You should receive your membership card(s) within 14 days.’ The membership card(s) is produced and sent separately by post, generally this will be received well within this period but you should allow up to 14 days for receipt. Thank you for raising this issue with regards the Android app. We hope to get a fix released for this as soon as possible. Thank you for your patience. GEM Customer Service Team

Posted 8 years ago

“callout cancelled after recovery stuck in traffic jam”

Helpful Report

Posted 8 years ago

“Damaged wing, bolt broken off of wheel. Refused to take responsibility for damage [lof course I was the one who took the tyre off of the car .... Not]. Weeks of waiting for an answer!! Gave my telephone number toThe company who damaged my car after I said I didn't want to be contacted by them which resulted in a call from them saying they're not paying nothing! Very shabby I'd say”

Helpful Report

Posted 8 years ago

“Waited an hour for the breakdown guy to arrive. He jump started my car without looking for a reason as to why my car had a 'flat battery'. Told me my car would be charged enough by the time I had got home (10 mile journey). I had to visit the supermarket in my home town so I parked where I would not cause any problem to other shoppers if my car would not start again. I returned to my car after approx 15 mins and it was no surprise to find it would not start again. Waited another hour for the recovery vehicle to arrive (same guy as before), this time he actually looked at the car a little more closely and found one of the leads to the battery was broken and that was the reason the car would not start. If he had taken the trouble to find the cause of the problem when he first came to my assistance, I would not have broken down a second time and got home late and freezing cold! I was not impressed.”

Helpful Report

Posted 8 years ago

Dear Member, We continually strive to provide a first class service to our members so thank you for taking the time to give us your feedback. We were sorry and disappointed to read that the service you received on this occasion was below our usual standard. Your comments have been passed on to our service provider who will investigate this as they monitor the service provided by the garages. They will respond to you directly. In the meantime we apologise for any inconvenience caused. GEM Customer Service Team

Posted 8 years ago

“I have never required the break down service in the many years I have been with this company but the Daughters car broke down a few months back and after contacting GEM she was informed a recovery vehicle was on its way and would be twenty minutes. After 75 minutes she phoned them back and was told the recovery vehicle was stuck in traffic and would be a further half a HR. I decided to go take a look and found the brake calliper had snapped so I towed it home and repaired it after phoning GEM to cancel the recovery vehicle. The call centre apologised and said they would investigate the delay yet no contact has ever been made with myself the policy holder or my Daughter who is on the policy. No explanation has ever been provided and I hope this is not the normal service provided by this company.”

Helpful Report

Posted 8 years ago

Dear Member, Thank you for taking the time to comment. This is not the normal service provided by us so we were very sorry and disappointed to have read this review. We will be investigating this incident and contacting you independently. GEM Customer Service Team

Posted 8 years ago

“I recently moved from RAC after 11 years and i spoke to a very bice agent who told me that all documents would be sent to me via the post but after nearly a month i have received nothing only membership cards”

Helpful Report

Posted 8 years ago

Thank you for taking the time to comment. We understand that you contacted our office yesterday and can confirm that another membership pack has been sent. Kind regards, GEM Customer Service Team

Posted 8 years ago

“A recent assist call out when my wife broke down alone in her car with our 2 children (aged 7 and 9). It took well over an hour for someone to attend. And when they did attend I was concerned that the recovery driver suggested they just drive home. The clutch on the AC compressor had burned out so there was lots of smoke and a pungent smell, just by smell alone you would no advise to drive but the recovery driver said he had no sense-of-smell and could visually see nothing wrong so he advised my wife to continue her journey. So in short, could we aim top improve call out times and perhaps introduce so form of QA with the garages you use. Regards Paul”

Helpful Report

Posted 8 years ago

GEM Motoring Assist is rated 4.7 based on 2,641 reviews