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RAC Complaints & Reviews
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Your RAC Reviews
Sarah Young: 1/5 Stars
RAC refuse to pay for damage caused to my car
RAC called out as car broke down and would not start. Patrol over cranked the engine abour 12 times and for longer than 5-10 seconds each time. The starter motor which had only done 11000 miles then stopped working. The fuel pump was the problem why the car had stopped not the starter motor as it was only 17 months old and in excellent working order. I logged a complaint which was dealt with very badly. No response, would not call back. They reviewed the case and dismissed my claims saying that the Patrol stated he only started the car 2- 3 times. I am left with an extra bill of £300 for a new starter motor on top of a fuel pump bill of £300. The RAC are denying their Patrol caused the damage despite me having a garage report stating that over cranking caused the starter motor to seize and stop working. I asked for the case to be escalated and reviewed again and the Patrol now states he cranked it 4 times so changed his story slightly. This is still untrue as he was with my vehicle for 35 minutes and I stood there watching him cranking it 12 times till it stopped working. Disgusting that the RAC can dismiss my version of events and only believe the patrol.I have asked for compensation and they are not interested.
RAC has not yet responded.
Rob Cook: 2/5 Stars
left stranded on the a1 for 8 hours! COMPLETELY UNACCEPTABLE
RAC has not yet responded.
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Rabinder Lail: 1/5 Stars
Rac - Failed processes
My complaint is about Rac and there failed processes for a call out. I called put rac initially because I had got stuck in a ditch this led to me calling rac. I was then called by a contractor who stated that the recovery would cost me. Therefore I was given option to call them back if I wanted to go ahead with price they quoted. Therefore left to me to initiate contact should I require job. I was able to get the car out with support from a friend and due to the car being started constantly and revved my fuel had been used and I had only made it to fuel station that the car cut off and being a diesel the engine had switched itself off too. I filled up and realised that it needs waking up to start again. Therefore rang rac again to say that this was the case and that the original job was not needed and that contractor had been told I would call back to see if I need the job. The rep took my details of my location and also that the car needed waking up. I was told that they would get a contractor out who would be quicker and would be within 60 mins. I therefore rang the contractor to see if they had been passed the job. They explained no the job had not been passed and to ring rac. Therefore I rang rac again, only to be told that the rep was sending messages of the job to contractor and that the contractor had messaged back to ask my location which I gave again having already given it on my previous call to book the job and the rep had also googled my location and got the postcode. I then waited and called the contractor who said they don't have a job for me and that I need to ring rac. I rang on two times where a person put me on hold and the line went quiet. I had another call that cut off and when I got through to someone else it felt like I was speaking to a robot who began to state a time that had not been explained to me at all. They were blaming weather conditions I was in Leicestershire where the snow had disappeared by now and the roads were clear. I then got through to another rep who explained that the job had gone up and he would be passing my complaint further. He also heard the fuel station worker getting angry with me as my car was stuck at the filling pump. I then continue ringing and a manager rings me to say that it was due to the weather unless the person is coming from Scotland to my breakdown there was no issue with weather where I was. I explained the issues and the manager did not want to accept this and being my complaint. She stated that she would listen to callcalls and call me back. However this never happened I then called the day after to ask about this complaint and got told nothing has been sent and then a rep tells me about the issues rac have had with their processes and the technology to ensure the jobs are inputted correctly. I then get told a manager would call me back tomorrow and again no phone call. I called again to ask and get told to email customer care which could've been told to me on the day of breakdown. I email customer care who send me multiple emails over a week asking questions singly when they could have got all the information required in one email. This shows how a multi million pound company treats it customers as the investigation the customer care rep actually suggested I was at fault through her response with out actually saying it for the whole thing when I was the one broken down and completely reliant on them to help me. Yet I would have had access to their processes and also direct the inputting of jobs.
RAC has not yet responded.
Susan Neave: 1/5 Stars
I think I have paid twice once through my additions bank account
My Barclays additions account had recovery with the rac included so I think I may have paid twice I have been with the rac since 1994
RAC has not yet responded.
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Story by Robin Bowman
Fobbed off! RAC in U-turn over crazy ‘Keycare' payout refusal
Hundreds of motorists who took out Keycare when joining the RAC have carpenter Reg Giles-Wyatt to thank for highlighting an outrageous loophole in the insurance policy.
Reg and a bit of Kelvin Mackenzie, founder of A Spokesman Said, that is.
Keycare is an extra the RAC offers members when they take out breakdown cover.
For £19.99 Keycare is supposed to cover you if you lose your keys or they break – not only car keys but house ones too.
Reg, from Brentwood, Essex, thought the cover sounded great when he joined the RAC in January this year.
It sounded even better when he climbed into his work van a few weeks ago and his key snapped in the ignition.
“I thought, thank goodness I’ve got this Keycare cover because the van was useless and without it I can’t work, full stop,” he told us.
But Reg was in for a shock.
When he called the RAC he says he spoke to a lady who took all the details and was very chatty.
“I thought it was a bit odd, though,” said Reg.
“She started asking about the welcome pack I’d been sent when I joined – did I get it, the brochure and everything?
“And then she asked if I’d also got the two little yellow key fobs. I said, I think so, but to be honest I’ve probably thrown them away.
“Then she said she’d call me a locksmith – but I’d have to pay!
“All because deep in the Keycare T&Cs it says that the keys that are lost or damaged have to have one of these fobs attached. What! I couldn’t believe it.
“It’s crazy, it made absolutely no difference to what happened.”
Driver brands the fob rip off a disgrace
To make matters worse, Reg was then told if he had taken out the policy after April this year, the fob clause would not have applied because it had been scrapped!
In the end, he had to fork out £250 for a locksmith and he lost two days work, worth £400 to him, waiting for a part to fix the ignition cylinder of his van.
“I was furious! It’s a disgrace,” said Reg.
“There must be hundreds, if not thousands of RAC members driving around thinking they’re covered when they’re not – and all because they took out this cover before April with this stupid clause in it.
“Seems to me it was only in there anyway, so they didn’t have to pay out.”
A Spokesman Said's founder gets involved
Reg dropped a line to Kelvin MacKenzie who agreed with him that this was an absolute scandal.
A couple of phone calls later, and the RAC not only agreed to drop the fob requirement for ALL Keycare members, they’d also agreed to pay for Reg’s locksmith AND given him a year’s free RAC membership, along with free Keycare cover.
“That is what I call a result,” said Reg. “Totally brilliant!”
An RAC spokesman said: “We would like to apologise to Mr Giles-Wyatt for the way his case was handled as we made a mistake in not honouring his claim.
“We are more than happy to cover the cost of his replacement key and as a gesture of goodwill we would like to reinstate his RAC membership and Key Replace cover free of charge for the next 12 months.
“We decided to change the terms of our Key Replace policy at the end of April to make it a better product.”
If you've spotted any clever tricks from car companies, highlight them on A Spokesman Said.
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