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Original poster

RAC complaint

67 replies

popcornfrenzy · 08/09/2022 10:23

My car was making an awful rattle noise when I was driving and as I'm a qualified mechanic I knew that the timing chain had either stretched or had jumped a tooth and was causing my car to run rough.

So I'm a member of the RAC and called them. I'd already contacted the garage that I use and told them the timing chain needed to be looked at. All fine, the RAC patrol man rocked up after nearly 4 hours (!) and checked my engine oil - great! It's one of the first things you do however my car was parked on an incline which gave the wrong oil reading, he has misdiagnosed my car and said it was low oil. He started my car and has catastrophically damaged the engine, anyone who is a qualified mechanic knows you do not start a car that has a timing chain issue!

So now the RAC are absolutely refusing to take responsibility for trashing my engine, the RAC man has lied on his report. I've been left with no car and a quote of nearly £1.5k for his fuck up. I need my car for work and as a single parent am absolutely fucked with no car. I've had to cancel a trip to Lapland (luckily kids had no idea we were going) to pay for my bloody car. I've been paying monthly for this holiday for 18 months. I've lost £450 deposit but getting the rest refunded.

I have a report from the garage that it was not an issue with low oil but the timing chain had indeed slipped and him starting the car caused the damage.

Where do I stand with taking this further legally?

Thank you in advance for anyone that reads this through as I'm at the end of my tether.

OP posts:
Seemslikeaniceday · 08/09/2022 11:27

Submit a SAR request to the RAC for the phone records of when you made your original call, and any other documents e.g. info sent via their systems to RAC patrol man.

If you haven’t done so, get a full report from your garage and also ask them to confirm in writing the date and time you contacted them and why. Ideally if they have records of your initial phone call - hand written notes are fine.

Once you have all the info write to RAC with a copy of your evidence. Ask them to refund in 14 working days. On Day 15 issue a letter before action again giving 14 working days notice. On Day 15 lodge a claim with small claims court.

As you are a qualified mechanic include a copy of your qualifications.

As you correctly identified the issue and contacted the garage before calling RAC and can evidence this then they are going to have to prove the RAC and the patrolman did not know the diagnosis.

Seemslikeaniceday · 08/09/2022 11:28

If you have legal cover on your car or house insurance use this. Also have you thought of making a claim via your insurance company I.e. 3rd party damaged your car?

Original poster
popcornfrenzy · 08/09/2022 11:32

Seemslikeaniceday · 08/09/2022 11:27

Submit a SAR request to the RAC for the phone records of when you made your original call, and any other documents e.g. info sent via their systems to RAC patrol man.

If you haven’t done so, get a full report from your garage and also ask them to confirm in writing the date and time you contacted them and why. Ideally if they have records of your initial phone call - hand written notes are fine.

Once you have all the info write to RAC with a copy of your evidence. Ask them to refund in 14 working days. On Day 15 issue a letter before action again giving 14 working days notice. On Day 15 lodge a claim with small claims court.

As you are a qualified mechanic include a copy of your qualifications.

As you correctly identified the issue and contacted the garage before calling RAC and can evidence this then they are going to have to prove the RAC and the patrolman did not know the diagnosis.

On the phone all to the RAC I said I think it's the timing chain slipped as it's displaying these symptoms. Thank you for your help.

OP posts:
prh47bridge · 08/09/2022 13:57

Don't bother with an SAR. That just delays things unnecessarily. They are required to disclose the relevant evidence to you as part of any court case.

Write a letter before action setting out the facts, stating what you are claiming, explaining how you have calculated that, listing any documents you will rely on to prove your claim (the garage report, for example) and asking for copies of any documents you want from them. Set a deadline for a response (I would go for 28 days rather than 14) and state that you will start legal action without further notice if you don't hear from them. You may want to use the template that Which? have on their website at www.which.co.uk/consumer-rights/letter/letter-before-small-claims-court-claim-aSFAC8Q6Jqan

Seemslikeaniceday · 08/09/2022 14:48

That would work. Just make sure you are very clear about whether it is 28 working days or calendar days.

RedHelenB · 09/09/2022 22:49

So what did you expect the RAC to do at the scene?

prh47bridge · 10/09/2022 00:45

RedHelenB · 09/09/2022 22:49

So what did you expect the RAC to do at the scene?

Not make it any worse would have been a good start from the sounds of it.

HappyAsASandboy · 10/09/2022 00:58

RedHelenB · 09/09/2022 22:49

So what did you expect the RAC to do at the scene?

She probably expected them to tow it to the garage, which they won't have wanted to do because it is cheaper for them to fix it at the roadside.

RedHelenB · 10/09/2022 13:23

prh47bridge · 10/09/2022 00:45

Not make it any worse would have been a good start from the sounds of it.

Show quote history

As a qualified mechanic I'm surprised they didn't talk to the RAC person when they arrived. I do that and I'm not qualified. It sounds debatable that the RAC actually caused the damage, driving round with the broken chain will have done that.

prh47bridge · 10/09/2022 15:22

RedHelenB · 10/09/2022 13:23

As a qualified mechanic I'm surprised they didn't talk to the RAC person when they arrived. I do that and I'm not qualified. It sounds debatable that the RAC actually caused the damage, driving round with the broken chain will have done that.

Show quote history

OP doesn't say she drove any distance after the rattle started and she has a report from a garage saying the damage was caused by the RAC mechanic trying to start the car. We don't know that OP didn't talk to the RAC mechanic. We do know that she told the RAC it was a slipped timing chain when she called them out.

RedHelenB · 10/09/2022 16:03

It was also low on oil. I've just googled the problem, nowhere does it say whatever you do don't switch the engine back on. The damage was more than likely done before the RAC got to it.

Seemslikeaniceday · 10/09/2022 16:07

No the garage confirmed it wasn’t low on oil, the low oil reading by the RAC was because the car was on a slope.

The OP is also a qualified mechanic who correctly told the RAC what was wrong.

ProfessorSlocombe · 10/09/2022 17:32

Did he top the oil up before starting the engine ?

Wisteriaroundthedoor · 10/09/2022 17:37

I’m surprised if you knew the issue and are a mechanic you stood and watched him switch the engine on, in fact even giving him the keys, watching him get in the driver seat and did nothing.

Wisteriaroundthedoor · 10/09/2022 17:38

Seemslikeaniceday · 10/09/2022 16:07

No the garage confirmed it wasn’t low on oil, the low oil reading by the RAC was because the car was on a slope.

The OP is also a qualified mechanic who correctly told the RAC what was wrong.

And yet handed the dude the keys watched him get in the driver seat and turn the ignition.

SianNotAMan · 10/09/2022 17:40

If you are a good car mechanic then surely you can fit a reconditioned engine or replace the damaged items yourself for a lot less.

RedHelenB · 10/09/2022 17:54

Wisteriaroundthedoor · 10/09/2022 17:38

And yet handed the dude the keys watched him get in the driver seat and turn the ignition.

Show quote history

Exactly.And presumably the RAC bloke topped up said oil sp it wouldn't have been lie when it hot to the garage

ProfessorSlocombe · 10/09/2022 17:59

SianNotAMan · 10/09/2022 17:40

If you are a good car mechanic then surely you can fit a reconditioned engine or replace the damaged items yourself for a lot less.

Didn't realise many cars had chains these days. But for most engines slipping a tooth (belt or chain) will result in bent valves at the very least. If you need 16 of the buggers and they're £15 each ... that's before you pay for the gasket set and head grinding. And hoping the pistons aren't damaged or cylinders damaged.

I know this because a friends DH was warned about needing a belt changing. Ignored it, and had the thing fail at over 100mph on a German autobahn. It's the sort of story that you really tend to remember when you get your car fixed.

SianNotAMan · 10/09/2022 18:02

ProfessorSlocombe · 10/09/2022 17:59

Didn't realise many cars had chains these days. But for most engines slipping a tooth (belt or chain) will result in bent valves at the very least. If you need 16 of the buggers and they're £15 each ... that's before you pay for the gasket set and head grinding. And hoping the pistons aren't damaged or cylinders damaged.

I know this because a friends DH was warned about needing a belt changing. Ignored it, and had the thing fail at over 100mph on a German autobahn. It's the sort of story that you really tend to remember when you get your car fixed.

Show quote history

Yes, but a snapped belt is going to do far more damage than a timing chain that’s jumped a single tooth.

The whole story just seems made-up really. If the OP knew the issue, as he claimed, there’s no way he’d have stood by and let the RAC guy get into the driver’s seat, put the key in and turn it.

Original poster
popcornfrenzy · 10/09/2022 20:39

Ok to answer a few of your questions. I drove about 100m after I heard the rattle and felt the car run rough. I explained to the RAC man that I'm a qualified level 3 mechanic and that I wasn't happy with him starting the car - he totally dismissed everything I said.

He had the keys as he needed the mileage - what on earth was I meant to do? Fight him for the keys? I'd already said I wasn't happy with him starting her up.

He was absolutely adamant that it was low oil and oil starvation. He then tried to sell me oil which I didn't want or need as I knew the oil level was just fine.

I want to include in the court papers that I believe he dismissed me because I'm a woman but I absolutely can't prove this so I won't.

OP posts:
Original poster
popcornfrenzy · 10/09/2022 20:44

@SianNotAMan the job takes 8.5 hours and needs a dry place too. It needs an engine crane which I don't have or I would indeed do the job myself. To change the timing chain you need to whip the engine out too. I no longer have any special tools, I don't have the time or the inclination to sort out his fuck up to be honest. I just hope that he never does this sort of thing again. I've been able to find a replacement engine for £260 and the garage is charging a reduced rate labour as I know them.

OP posts:
SianNotAMan · 10/09/2022 20:47

popcornfrenzy · 10/09/2022 20:39

Ok to answer a few of your questions. I drove about 100m after I heard the rattle and felt the car run rough. I explained to the RAC man that I'm a qualified level 3 mechanic and that I wasn't happy with him starting the car - he totally dismissed everything I said.

He had the keys as he needed the mileage - what on earth was I meant to do? Fight him for the keys? I'd already said I wasn't happy with him starting her up.

He was absolutely adamant that it was low oil and oil starvation. He then tried to sell me oil which I didn't want or need as I knew the oil level was just fine.

I want to include in the court papers that I believe he dismissed me because I'm a woman but I absolutely can't prove this so I won't.

A successful claim for damage will need to show that it wasn’t caused during 100m that you drove.

As you know that it absolutely could have you’ll be throwing good money after bad going to court.

In future you need to keep on top of maintenance. Allowing your chain to stretch to the point that it can jump a tooth in normal driving is pretty bad.

Original poster
popcornfrenzy · 10/09/2022 20:48

RedHelenB · 09/09/2022 22:49

So what did you expect the RAC to do at the scene?

I expected them to listen to what I said and tow the car to the garage for further diagnostics. I had the full cover and this was the first time I'd ever called them and been a member for years! Not anymore though!

OP posts:
Original poster
popcornfrenzy · 10/09/2022 20:56

@SianNotAMan I'm sorry what? The timing chain needs to be replaced at 60k on my particular car. It was changed then and my car has done just short of 100k so really it could do another 20k before needing to changed again. I check oil, water, screen wash, tyres, lights every week.

I don't know many who do even these little tasks so you tell me how I'm meant to keep on top of my maintenance?? Do you check your timing chain/belt periodically? I very much doubt it. I've no idea what caused the timing chain to jump but what I do know is that as soon as I heard that rattle I got home, shut the engine off and called my garage/RAC.

OP posts:
Original poster
popcornfrenzy · 10/09/2022 21:01

Also the very fact that when he did start it - it ran and sounded ok but rattly then cut out and wouldn't start again suggests to me that he caused this damage.

OP posts: