Rac Breach Of Contract And An Appalling Lack Of Service
I'd be most grateful for some advice. I'm extremely cranky with the RAC; not only because of their failure to fulfil our agreement, but particularly their complacent attitude.
History: I've been an RAC member for the past eight years. I pay, what I feel is a premium rate for better service. I pay for Full Coverage, including a package they call 'Home Start,' whereby they 'promise' to come to your home should you not be able to start your car.
Not once, in all these years of paying for RAC protection have I ever had to call, until this past Tuesday. My car would not start. I believed my battery to be flat.
In my initial call to RAC, I was put through a triage, asking me about the car and its problem. Upon my description I was 'promised' two things:
a. An RAC representative would be at my home no later than ninety (90) minutes from the time of my call, specifically 14:15. It was 12:45 when I completed my call with the friendly phone agent. She added, "if at all possible, the RAC would be there much sooner."
b. I was assured that during this waiting time, I would receive electronic updates via my phone as to the status of the RAC Service Agent and when he/she would be at my home.
By 14:30, not only had I not received even one single electronic 'update' on my phone, I had not received the courtesy of a call either.
At 15:05 I phoned the RAC. The agent I spoke with apologised and 'assured' me that I would receive a call from the Service Agent 'immediately!'
At 15:20 we still had not received either the courtesy of a call, nor any electronic communication via the phone.
We were certainly fine with the initial 90 minute wait. As the agent pointed out, we were in no 'emergency' situation. That was fine. However, our reason for using the car was to go to hospice to make our last visit. The individual died that night.
Leaving the emotional aspects out of this event and merely dealing with the RAC's failure to perform the service for which we've paid for many years, I phoned again, saying that as they had failed to provide the service for which we agreed, I had no choice but to find alternative transport, which we did.
Additionally, I told the phone rep that I wanted to cancel my service with RAC and have it refunded. She informed me that she could not deal with this and I would have to 'write' their customer service department. Which I did.
My anger regarding the RAC's response is palpable. Their initial written response was that it 'might' take them up to five days to respond, but then, again, it might take another eight weeks.
The gods must have been with us as we've already received an electronic reply, stating that as we were 'relatively safe,' they worked on more urgent matters. And as for our request for a refund, because we had not made such a request within fourteen days (14) of purchasing their service, we were entitled to no refund.
I hold my hands up; I know nothing about law, contract or otherwise. But I feel I and RAC entered into an agreement for a service to be provided. They failed to perform said service. And they exacerbated matters by their multifarious failures.
I'd be most grateful for your advice. I'm terribly disappointed after believing the RAC's promises.
Ollie
It is the appalling and complacent first reply