Called the RAC from a deserted business park at 17:10 last Sunday; recovery truck reached us at 21:40 (so 21:55 by the time the truck set-off with us and the car). 3 kids - a 12yr old and 6 yr-old twins were in tears, each of them more than once during the wait. RAC knew their ages and that we had no access to food, drinks or toilets. We were in the middle of a long journey: the kids had been on the road since 15:45 and the truck didn't get to our house until 23:30. Youngest son had hysterics when I got them into the house. If you think the service was bad, their behaviour was worse: over and over again we were given good news, but by the time the truck came it was obvious that none of it had been true - it was all just to get us off the line and stop us asking for more help.
So what did they tell us?
17:10: Someone will be with you in within 60 mins
18:20: Didn't you get an update? The waiting time is now 2-3 hrs.
20:15 ish: Recovery Truck will be with you at 21:35
21:00 ish: We can't get you a truck until 21:40, but there's a note on your file saying we're going to get a taxi out to you. I'll call you back
21:25 (Voicemail):We'll be with you in 15 minutes
21:40 Truck arrives to take car + all of us. Husband and I are both furious: we feel we've been manipulated; they've used dishonest tactics just to shut us up. I phone the call centre again, to tell them how disgusted we are.
I'm not saying RAC always do this, and I'm not saying other recovery organisations wouldn't....but they clearly don't give a damn about this - it's been 4 days since our family had this horrendous experience, and even after my last - very forthright - phonecall, nobody from RAC has called us back. It's important we find some way to make them care or this will go on happening to other children. So I'm telling anyone who'll listen ....and cancelling our membership.