ADAC dissapointment
Discussion
After numerous recommendations I joined ADAC middle of June.
Took a couple of calls to reach and English speaker but got there eventually.
Called to buy membership but no english speaker,took a few details and said they would phone me back.
Didn't get a call so I called them. They took my details again, confirmed price took debit card number and told me I was now a member.
They called back because they had forgotten to take the 3 digit security number on back of card. I gave them the number and they confirmed I was now a member.
I then got a return call from the first guy. I explained I had spoken to someone else and made arrangements already, but while he was on could he check the membership number I had been advised. He checked it and confirmed all was in order.
Week or so later my wifes membership card turns up but mine doesn't. I email them and phone them and they think it must have got lost. They reissue the 2nd card which subsequently arrived.
Fast forward six weeks, I'm broken down in Germany and needing assistance. Numerous calls on the Saturday getting passed from person to person. Getting told to ring different numbers etc. In the end I booked a hotel nearby. Tried again on the Sunday, several attempts again, struggling to find an English speaker.
Eventually I get through and ask not to be transferred anywhere but to speak to a manager or supervisor to sort the situation out. I'm bluntly told the lady didn't have a manager or supervisor. So I explain the situation to her, She says my membership is not valid as I have not paid. This is argued back and forth for a while with her also saying that because I am British I should use AA and not ADAC. (I have this last call recorded).
Very stressful time and very disappointing. On making my own way home I checked the statements and they had not taken payment. I can't for the life of me understand why they would confirm and issue membership cards without taking payment, or indeed if there was an issue with payment, why they would not get in touch.
Car is still in Germany. a helpful brit helped me and my wife get home. Cost me quite a few quid and left a very bitter taste in my mouth. I will write to them though not expecting a good response.
Took a couple of calls to reach and English speaker but got there eventually.
Called to buy membership but no english speaker,took a few details and said they would phone me back.
Didn't get a call so I called them. They took my details again, confirmed price took debit card number and told me I was now a member.
They called back because they had forgotten to take the 3 digit security number on back of card. I gave them the number and they confirmed I was now a member.
I then got a return call from the first guy. I explained I had spoken to someone else and made arrangements already, but while he was on could he check the membership number I had been advised. He checked it and confirmed all was in order.
Week or so later my wifes membership card turns up but mine doesn't. I email them and phone them and they think it must have got lost. They reissue the 2nd card which subsequently arrived.
Fast forward six weeks, I'm broken down in Germany and needing assistance. Numerous calls on the Saturday getting passed from person to person. Getting told to ring different numbers etc. In the end I booked a hotel nearby. Tried again on the Sunday, several attempts again, struggling to find an English speaker.
Eventually I get through and ask not to be transferred anywhere but to speak to a manager or supervisor to sort the situation out. I'm bluntly told the lady didn't have a manager or supervisor. So I explain the situation to her, She says my membership is not valid as I have not paid. This is argued back and forth for a while with her also saying that because I am British I should use AA and not ADAC. (I have this last call recorded).
Very stressful time and very disappointing. On making my own way home I checked the statements and they had not taken payment. I can't for the life of me understand why they would confirm and issue membership cards without taking payment, or indeed if there was an issue with payment, why they would not get in touch.
Car is still in Germany. a helpful brit helped me and my wife get home. Cost me quite a few quid and left a very bitter taste in my mouth. I will write to them though not expecting a good response.
Edited by Rick101 on Friday 9th August 08:24
I got a response back to my letter. Doesn't really resolve the situation but i've taken some solace in their explanation and apology. Take note of the section I highlighted bold.
Thank you for your letter, which we received from our Mitgliederservice (Members’s Service). The attachment can't be opened.
We can understand very well with how much annoyance and strain the case of damage was connected for you. Please, accept our excuse. Our emergency call headquarters in Munich had to reject the insurance cover because of the missing payment. The arrangements with the Mitgliederservice, where you made the arrangement with the credit card, were not recognizable there and could have been cleared at the earliest on the 29th of July. Normally the payment for the membership goes by bank collection or the members pay the bill. Credit card payment is a singular case arrangement. The missing payment was a fault of our Mitgliederservice, please apologize the fault.
We are sorry that the telephone connection between the 26th of July and 28th of July was associated with difficulties. On account of the severe weather our accessibility did not correspond to the norm, because there were a lot of members which needed our help at the same time.
So now we have the following possibilities:
- Our Mitgliederservice gets in contact with you again because of the credit card payment.
Or
- We cancel your membership backdated.
Please, inform us which alternative you would like to have.
Please permit us the following note: According to the terms and conditions of the ADACPlusMitgliedschaft the whole communication has to be conducted in German. This is because we cannot guarantee our service in other languages. This experience you had already made. And it would not be justified to take translations costs. If you speak only English and you live in England, so the Plus-Benefits (accident and breakdown cover) may not be the right insurance for you.
Best regards
Anna Oettl
Qualitätsmanagement VQM
Thank you for your letter, which we received from our Mitgliederservice (Members’s Service). The attachment can't be opened.
We can understand very well with how much annoyance and strain the case of damage was connected for you. Please, accept our excuse. Our emergency call headquarters in Munich had to reject the insurance cover because of the missing payment. The arrangements with the Mitgliederservice, where you made the arrangement with the credit card, were not recognizable there and could have been cleared at the earliest on the 29th of July. Normally the payment for the membership goes by bank collection or the members pay the bill. Credit card payment is a singular case arrangement. The missing payment was a fault of our Mitgliederservice, please apologize the fault.
We are sorry that the telephone connection between the 26th of July and 28th of July was associated with difficulties. On account of the severe weather our accessibility did not correspond to the norm, because there were a lot of members which needed our help at the same time.
So now we have the following possibilities:
- Our Mitgliederservice gets in contact with you again because of the credit card payment.
Or
- We cancel your membership backdated.
Please, inform us which alternative you would like to have.
Please permit us the following note: According to the terms and conditions of the ADACPlusMitgliedschaft the whole communication has to be conducted in German. This is because we cannot guarantee our service in other languages. This experience you had already made. And it would not be justified to take translations costs. If you speak only English and you live in England, so the Plus-Benefits (accident and breakdown cover) may not be the right insurance for you.
Best regards
Anna Oettl
Qualitätsmanagement VQM
Edited by Rick101 on Wednesday 28th August 14:33
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