RAC Rant. Just to get it off my chest.

[Stig]

Damn they have given me bad service with my bikes (dropped it off the side of a trailer and bike hit the ground upside down) and now I'm getting bad service with my car.

Last November a crack on windscreen developed and quickly spread from one side right the way across to the other. A call to the car insurance and we were put through to RAC who gave us a date of within a week to get it fixed. They turned up 3 days later with the wrong screen. It's a Renault so has the reflective film on the inside. My car has sat nav so a cut out is required in order for it to work. This screen did not have the cut out in. I was told by RAC that they would have to contact the local Renault dealership to order the screen in. This would take two weeks at the most.

Seeing as the MOT is not due until April I was in no rush so agreed. However, come January and still no contact, I called them to find out what was going on. They had no record of the claim due to a change over of systems and it would appear some records got lost in the process. I gave all my details again and was told that the screen would be ordered and they would contact us when it had arrived to arrange a time for it to be fitted.

Now into March and the MOT looming, another call to the RAC. It would appear that the job had been marked down as completed. WTF.

I told them that this was not the case and that I still needed the screen and that I needed it before April. They promised that they would call me back after they had spoken with the local Renault dealership. They did, but only to tell me that there was a back log at the manufacturers and that Renualt could not give a time scale as to when a screen would be available.

Not happy with that reply, I called Renault myself. I explained the exact requirements of the screen for the make and model of the car including the cut out bit for the sat nav. No problem said the parts man, if I ordered today it would be here tomorrow morning as the system says there is one in stock at the factory.

Another call now back to the RAC complaints department, explaining all that had gone on before. They called me back within 10 minutes indicating that the local RAC branch is still insisting that there is a back log and the screen is not available. Pretty much ready to explode now.

I phoned my insurance and said that I wanted to make a complaint. They tell me that I have to go through to the RAC complaints department. After a raised voice chat I told them that I pay the money to them so they are the ones that have to deal with it and I want either a new windscreen or another car whilst I am waiting. They are now dealing with the RAC direct and I wait to see what the result is.

Very much annoyed.

You could probably tell right?

[Nutkins]

Well, you did buy a Renault.






Run like you've never run before, Nutkins!

[on yer bike]

well whilst we're on the subject, the AA has removed some of the paint from my subframe, not a biggy, but ****ed me off! then I get a letter the day after asking if I want another year of service with them with 50% off, hmmm let me think!

In saying that and in all fairness they have been very helpful with the two pickups I've needed, took 2-3 hours to pick me up when I was north, but it was the middle of nowhere in the evning, and there was a nice pub next to where I was parked, and the other time the guy took 20 mins but tied my bike down to the trailer too tight taking the paint with the straps.

[skint]

Bummer.

Incidentally what was the outcome from the bike drop? Damage? Did they repair etc?

[Iansv]

Doh...

Must admit I stopped using the rac a few years ago after being messed about when the engine blew up on my 125, happenned on the a406 on a friday night in pouring rain, I managed to push into a busstop, told them when I called it wasn't going to go anywhere and so needed it recovered by a specialist vehicle / trailer, they told me they'd send one, so over an hour later an rac van turned up, no trailer no nothing and tried to bump start it :smt100

So after another 20mins of fannying about he agreed it wasn't going to start and he'd get someone else to come and recover it... 2 hours later someone did which by this time I was drenched, fed up and ****ed off at the wasted time....

with nci now, I know a few others messed about by the rac as well and would never recommend them..

hope you get it sorted mate

[Sid Squid]

Very much annoyed.
I'm not surprised.
You could probably tell right?
Err... yes.

[Stig]

Doh...

Must admit I stopped using the rac a few years ago after being messed about when the engine blew up on my 125, happenned on the a406 on a friday night in pouring rain, I managed to push into a busstop, told them when I called it wasn't going to go anywhere and so needed it recovered by a specialist vehicle / trailer, they told me they'd send one, so over an hour later an rac van turned up, no trailer no nothing and tried to bump start it :smt100

So after another 20mins of fannying about he agreed it wasn't going to start and he'd get someone else to come and recover it... 2 hours later someone did which by this time I was drenched, fed up and ****ed off at the wasted time....

with nci now, I know a few others messed about by the rac as well and would never recommend them..

hope you get it sorted mate

I went through much the same when I my CBR broke down. It was the fuel pump so knew that no road side repair was going to work. I also stated that it was a motorcycle so please make sure that who ever turns up is equiped to tow a bike.

RAC turned up, did not have a clue about bikes. Did not have a trailor. Waited another 2 and a half hours for a recovery vehicle to arrive and they took me as far the local garage where I had then to wait for a suitable vehicle to tow the trailer. 2 further hours later some old geezer arrives in a 4x4 and eventually we set off. Going round a corner I noticed that my bike was listing and told the driver that he had better check the straps. They were loose.

He is then trying to use an in car mobile phone and is swerving all over the road whilst trying to dial. I take over and do the dialing for him.

Eventually get home some 8 hours after I breakdown 60 miles away from my house. I used to live on an incline and he was facing down the hill whilst trying to get my bike off the trailor. Well he set up the ramps, took off the straps and then started to lower the bike down the ramp. Because of the angle of the road the height of the trailor was quite a bit higher than normal. So when he tried to get the bike down the ramp the belly pan hit the end of the trailor. He pushed the bike back on the trailor and stated he could not understand how they could have got the bike on the trailor in the first place.

I explained that he needed to unhitch the trailor and jack the front of the trailor up. As quick as you like he shot round to the front of the trailor and un hitched. This was before lowering the legs at the back, putting the trailor brake on or lowering the jocky wheel. End result was the trailor tipped backwards with rather rapid speed and my unsecured bike toppled over the side of the trailor and on to the deck.

In answer to the previous question in regards to retrieving damages. I took the guys details and stated that I would be reporting it first thing in the morning and that he should do the same. I actually did not report it until the Monday (this all happening on the Friday evening / Saturday morning). When reporting it, the RAC stated that no incident had been reported and that the whole job had been closed.

Eventually I did get compensation, but only for the damage caused. Nothing for the duration that I did not have use of the bike.

That really was a day to forget. And this is the only time since the trailor escapade that I have had dealings with the RAC. I see some things really do not change.

No suprise that they have still not responded.

[Balky001]

Bigape - why have your insurance company put you on to RAC rather than deal with the claim themselves? Can't you arrange directly with Renault and they bill your insurance company?

[Sid Squid]

Not to dismiss your very unfortunate dealings with the RAC, but on the few occasions I have needed them, they've been really helpful.

[Stig]

Bigape - why have your insurance company put you on to RAC rather than deal with the claim themselves? Can't you arrange directly with Renault and they bill your insurance company?

It would seem that my insurance company employ RAC to cover the windscreen replacement side of the business. I have spoken to the insurance company asking what they are going to do if the windscreen is not fitted by the time the MOT is due. They have informed me that I will not be without a car. (I don't believe them). They told me that I should be phoning RAC complaints to make the complaint but after I pointed out that it is they that I pay my money too, and as such it is them that I wish to lodge a complaint, and that it is for them to speak with RAC and not me, they reluctantly agreed. ( I had already lodged a complaint with RAC but that's besides the point. I shouldn't be told that it is for me to chase and complain to them).

They (the insurance company) also informed me that the alternative solution would be for me to have the screen fitted and then send the bill to the insurance company who will pay me back. They are not prepared to have a bill sent to them direct from either the suppliers or the fitters.

And in anycase, I can't afford the £180 plus vat for the screen and also the cost of having if fitted. That's the whole idea of having windscreen replacement in the insurance bundle, so I don't have to stump up that sort of cash.

[rob13]

I must jump in here and give a positive slant on the RAC. Everytime ive used them, ive found them to be excellent from when i broke down in Stoke and needed towing home to the North East to when my car was written off and they were prompt in arriving and taking the car away. They even offered me the accident service inc a co car afterwards.

Admiral Insurance on the other hand are an utter disgrace. Treat you like a criminal when you've had an accident which isnt your fault and have refused to quote on me this time round, even tho only a fortnight earlier they gave me a very competitive renewal price.
Then offered me money which wouldnt meet the cost to replace the car, make me pay the excess and then remove the hire car from my possession even though i couldnt afford to buy another! Had to go into debt to buy another so i can get to work. Now theyre dragging their heels into offering me anymore. *******s

[kwak zzr]

the AA are ****e too! they wouldn't recover my bike because it was involved in an accident and it hadn't technically broken down:mad: so from now on i hate them all:cheers: . i do hear good things about green flag? maybe someone on here could praise green flag?

[Kate]

The only gripe I've had with RAC was also with RAC glass replacement. They replaced the windscreen on my car but managed to leave very deep scratches on the frame which were impossible to repair, it would have required a new frame. Not impressed.

For recovery I use NCI and they have always come out with the correct vehicle to sort bikes and every time so far its always been a biker who is driving too.

[Flamin_Squirrel]

the AA are ****e too! they wouldn't recover my bike because it was involved in an accident and it hadn't technically broken down:mad:

You do realise that's a standard clause dont you?

[Balky001]

BigApe

The insurance company now comes under the FSA I think so you can always threaten going to the Financial Ombudsman due to the loss and inconvenience - this may get things moving as they get charged for the FOS investigating a complaint even if its not their fault. The RAC should not be waiting around when there's a screen in stock and your insurance company should have the relationship to push them in to action. Beat up your insurance company!

[Stig]

BigApe

The insurance company now comes under the FSA I think so you can always threaten going to the Financial Ombudsman due to the loss and inconvenience - this may get things moving as they get charged for the FOS investigating a complaint even if its not their fault. The RAC should not be waiting around when there's a screen in stock and your insurance company should have the relationship to push them in to action. Beat up your insurance company!

I have been having pops at both the insurance and the RAC. Still have not heard anything today from either. So the saga continues...:mad:

[Balky001]

It frustrating and time consuming. Hope it gets sorted out although if they have to pay hire car fees they may speed it up a bit!

[Tiger 55]

the AA are ****e too! they wouldn't recover my bike because it was involved in an accident and it hadn't technically broken down
I smashed my bike to smithereens in London in, shall we say a "single vehicle accident" ahem, and the RAC took the wreckage back to Glasgow no questions asked while I got very badly drunk. :) Few years ago mind.

Also told them I was leaving last year and 'poof' my renewal price went from £160 to £90. It's just insurance mate, a cut throat business where the customer comes first right up to the point they claim.

[Baph]

the AA are ****e too! they wouldn't recover my bike because it was involved in an accident and it hadn't technically broken down:mad: so from now on i hate them all:cheers: . i do hear good things about green flag? maybe someone on here could praise green flag?
I've never had a problem with the AA persay.

THe only time I've called them out to the bike was when I'd taken the battery off & fudged the bolts taking the seat off to put it back in. No battery, bike aint going anywhere!

I explained the situation, and they said in the call centre they'd get someone with a bike trailer & training to come out to me. Wasn't needed, but that's what they said.

20mins later, a guy phones "Hi, I see that you've got a bike, I don't have a bike trailer & I've been given the job, if you need a trailer, I'll save time now & get someone else to come, instead of me setting off." Fair play to the guy. Nope, no trailer needed, just get your butt here my man!

So he did. When he turned up, he opened with a "To be honest mate, I've only been in the job a month & I know naff all about bikes." My reply was simple, gimme yer tools & watch :D He did. I tapped the bolts, took the seat off, fitted the battery, put the seat on & went on my merry way.

Typical call centre muppets, but the guy that attended was decent, and you can't blame him for the faults elsewhere in the company.

[Cloggsy]

Admiral Insurance on the other hand are an utter disgrace.

Now he tells me, I've just renewed with them today :roll:

[timwilky]

Yes I have had problems with their glass. They installed a new screen too deep and the surround trim blew off as I travelled up the motorway.

The install was done by a mobile guy in Rugby and I had to take it to my local auto windscreen in Preston for a fix and they moaned like hell about having to do cross charging etc. As if I was interested. But they then asked for the trim to refit. Err somewhere between the outside lane and central reservation of the M6 near Stafford.

Then the argument as to whether I had to pay for a new trim.

[emcf]

sounds pretty rough treatment to me. the insurer will be regulated by the FSA and is therefore subject to an FSA requirement to treat customers fairly (TCF in compliance parlance). this is a really hot topic in the financial regulation arena at the moment with the FSA's focus right on it and to me it sounds that the insurer is failing to treat you fairly.

if, at the end of the day, you still feel aggrieved, or have suffered loss because of them then write to the insurer to make a formal complaint. they will have to take your complaint seriously. if the complaint ends up unresolved to your satisfaction then you will be able to make a complaint to the financial ombudsman service.

have a read of some of the articles on the FSA's consumer website -
http://www.moneymadeclear.fsa.gov.uk/

a well constructed, professional sounding complaint letter to the firm that highlights relevant points can work wonders.....

[northwind]

I bet you an entire pound the FS Ombudsman tell you to bugger off... Not everything that an insurance company sells is regulated, even when it comes as part of the same bill... It's outwith their juristiction.

[kwak zzr]

You do realise that's a standard clause dont you?

10 years ive been with the AA and never used them, i wouldn't mind but it was only 4 miles home. i wont be renewing

[kwak zzr]

Now he tells me, I've just renewed with them today :roll:

i had no problem with admiral but then again i never claimed, there all good until you claim.

[emcf]

I bet you an entire pound the FS Ombudsman tell you to bugger off... Not everything that an insurance company sells is regulated, even when it comes as part of the same bill... It's outwith their juristiction.

you're right that not all that a regulated firm sells is regulated by the fsa. the grey areas at the perimeter of regulation are a perpetual problem for firms. you're also right that the fos may well tell you to naff off, but not because it is outwith their jurisdiction.

this firm has sold a regulated insurance contract (i'm presuming the RAC help bit is part of a motor insurance policy) to a retail customer. you don't get much more regulated than that. therefore, the FOS will be potentially interested in the case, as will the fsa as they, if they knew, would surely question the firm on how management could square this example with the firm's treating customers fairly policy.

the fsa has made a wholsesale change in the way that firms are regulated. before it was rule based...if you did not check a box then the fsa will slap you. now they have moved to a high level principles based approach (e.g. end result is that the customer must be treated fairly). even though the provision of RAC services is not regulated by the fsa they will consider the overall package of what was sold to the client. if they feel that a firm is not operating with the right spirit or ethos about it the firm may well get a hefty slap courstesy of a TCF driven fine.

my belief is still to write a proper letter of complaint if the outcome is not to your satisfaction.....

[northwind]

this firm has sold a regulated insurance contract (i'm presuming the RAC help bit is part of a motor insurance policy) to a retail customer. you don't get much more regulated than that.

Yep, but this isn't part of the policy, will be the insurance company's response. They most likely act as resellers of the breakdown cover- I just had a quick look at the documents I had for CIA, who covered me with the RAC, and that's made very clear, and no wonder. I suspect that'll be an industy standard, but even if it's not then I'm pretty confident that attempting to bring an Ombudsman case as a result of a non-regulated ancillary product would fail.

Still, most insurers wouldn't be stupid enough as to give the customer 2 fingers in this situation- even if they're not legally obliged to assist, it's horrible customer service, and it's the sort of thing that gets around, as well as guaranteeing a loss of business.

While we're on the subject, don't use CIA Insurance, their breakdown cover's fine but their brokers have no idea what they're selling, so there's an excellent chance that the product you get isn't the one you've been sold. Also, their customer service/complaints people are a joke. If I'd known just a little less of their obligations, and how they'd broken the FSA regs, I might not have got my refund (or it'd have ended up in court, more likely), and even with my professional experience it was a hard fight, mostly revolving around explaining the regulations to them! Horror show.

[Stig]

Thanks for all the information. I have still not been told when the screen will be fitted or even when it will be available. Grrr

[John 675]

the AA are ****e too! they wouldn't recover my bike because it was involved in an accident and it hadn't technically broken down:mad: so from now on i hate them all:cheers: . i do hear good things about green flag? maybe someone on here could praise green flag?

Its really funny you say that because im with the AA, and when i binned my bike ( if you remember the pics ) they came out to pick it up, although saying that the guy that cam out said he thought it could be moved, and that the AA guy on the phone didnt tell him??? but when my battery died they were out within 25 mins to give it a jump start?? cant fault the service really and i definatly have peace of mind knowing if something does happen i have backup