RAC don’t seem to know where my car is after recovering it
Discussion
11 days ago, I came out to my car to find a puddle of brake fluid under it. A brake line had failed from corrosion!
I speak to my usual garage, tell them to expect my car and call the RAC to arrange recovery.
They eventually arrive 6 days later - Monday and take the car.
So you can imagine my surprise when the garage gets in touch on Tuesday to ask where the car is.
Since then I’ve called the RAC once a day trying to get some information and each time I’ve been told I’d get a call from a manager that day and to wait.
Information is rare, but from information I’ve gleaned across 6-7 calls - I’ve established that a contractor of their contractor took the car to a storage yard, the rac doesn’t know where that is and attempts to contact this contractor have been unsuccessful.
Beyond that, I’m completely stonewalled.
I’m not quite sure what to do at this point. Staff on the phone say they can’t put me onto a manager, managers never call back and even their twitter guys say “we’ve raised this with the team, there’s nothing we can do”
Am I being unreasonable to be close to losing my s
t after the car has been MIA for almost a week and the rac are refusing to engage with me about it?
I speak to my usual garage, tell them to expect my car and call the RAC to arrange recovery.
They eventually arrive 6 days later - Monday and take the car.
So you can imagine my surprise when the garage gets in touch on Tuesday to ask where the car is.
Since then I’ve called the RAC once a day trying to get some information and each time I’ve been told I’d get a call from a manager that day and to wait.
Information is rare, but from information I’ve gleaned across 6-7 calls - I’ve established that a contractor of their contractor took the car to a storage yard, the rac doesn’t know where that is and attempts to contact this contractor have been unsuccessful.
Beyond that, I’m completely stonewalled.
I’m not quite sure what to do at this point. Staff on the phone say they can’t put me onto a manager, managers never call back and even their twitter guys say “we’ve raised this with the team, there’s nothing we can do”
Am I being unreasonable to be close to losing my s
t after the car has been MIA for almost a week and the rac are refusing to engage with me about it?You’ve stayed far calmer than I would. They lost your car…. Actually bloody lost it!
Anyway to escalate it? Surely they’ve got some form of complaints procedure to move it up the chain?
At what point would you consider it may have been stolen? No information forth coming, being vague, you don’t know where your car is? I’d be tempted to give them a deadline and threaten to report it unless they sort it.
Anyway to escalate it? Surely they’ve got some form of complaints procedure to move it up the chain?
At what point would you consider it may have been stolen? No information forth coming, being vague, you don’t know where your car is? I’d be tempted to give them a deadline and threaten to report it unless they sort it.
I've experienced this a few times, it happens when the destination is not able to accept the vehicle and it ends up in a compound until the job is reassigned for completion.
You're now in the hands of a call centre who's staff range from ok to hopeless. It will take a lot of perseverance to get someone to properly look into it rather than fob you off as it means they might have to think.
You'll need to coach the person to firstly find out where it went, then get them to set up a new job request to make the second leg of the movement. The compound won't be in any hurry to chase the RAC as they're happily running the storage fee meter which will be billed to them (not you).
I had one lost for 3 weeks once so I empathise with you.
You're now in the hands of a call centre who's staff range from ok to hopeless. It will take a lot of perseverance to get someone to properly look into it rather than fob you off as it means they might have to think.
You'll need to coach the person to firstly find out where it went, then get them to set up a new job request to make the second leg of the movement. The compound won't be in any hurry to chase the RAC as they're happily running the storage fee meter which will be billed to them (not you).
I had one lost for 3 weeks once so I empathise with you.
Venisonpie said:
I've experienced this a few times, it happens when the destination is not able to accept the vehicle and it ends up in a compound until the job is reassigned for completion.
You're now in the hands of a call centre who's staff range from ok to hopeless. It will take a lot of perseverance to get someone to properly look into it rather than fob you off as it means they might have to think.
You'll need to coach the person to firstly find out where it went, then get them to set up a new job request to make the second leg of the movement. The compound won't be in any hurry to chase the RAC as they're happily running the storage fee meter which will be billed to them (not you).
I had one lost for 3 weeks once so I empathise with you.
Well that’s just it.You're now in the hands of a call centre who's staff range from ok to hopeless. It will take a lot of perseverance to get someone to properly look into it rather than fob you off as it means they might have to think.
You'll need to coach the person to firstly find out where it went, then get them to set up a new job request to make the second leg of the movement. The compound won't be in any hurry to chase the RAC as they're happily running the storage fee meter which will be billed to them (not you).
I had one lost for 3 weeks once so I empathise with you.
They recovered the car from where it was safely parked at my home, at a time when the destination could accept it.
In fact, they’d called and asked the destination earlier that day.
Hit them hard on social media, all channels and maybe a local journalist will pick it up as well.
Losing it for a day is bad enough, I had this with another service, in my case though ‘lost’ was just an excuse for not having enough drivers/ vehicles to move it from the compound to the garage, as the driver told me when he rang to confirm it was with the dealer. In my case they had arranged a hire car anyway.
Losing it for a day is bad enough, I had this with another service, in my case though ‘lost’ was just an excuse for not having enough drivers/ vehicles to move it from the compound to the garage, as the driver told me when he rang to confirm it was with the dealer. In my case they had arranged a hire car anyway.
mpit said:
Venisonpie said:
I've experienced this a few times, it happens when the destination is not able to accept the vehicle and it ends up in a compound until the job is reassigned for completion.
You're now in the hands of a call centre who's staff range from ok to hopeless. It will take a lot of perseverance to get someone to properly look into it rather than fob you off as it means they might have to think.
You'll need to coach the person to firstly find out where it went, then get them to set up a new job request to make the second leg of the movement. The compound won't be in any hurry to chase the RAC as they're happily running the storage fee meter which will be billed to them (not you).
I had one lost for 3 weeks once so I empathise with you.
Well that’s just it.You're now in the hands of a call centre who's staff range from ok to hopeless. It will take a lot of perseverance to get someone to properly look into it rather than fob you off as it means they might have to think.
You'll need to coach the person to firstly find out where it went, then get them to set up a new job request to make the second leg of the movement. The compound won't be in any hurry to chase the RAC as they're happily running the storage fee meter which will be billed to them (not you).
I had one lost for 3 weeks once so I empathise with you.
They recovered the car from where it was safely parked at my home, at a time when the destination could accept it.
In fact, they’d called and asked the destination earlier that day.
Venisonpie said:
I've experienced this a few times, it happens when the destination is not able to accept the vehicle and it ends up in a compound until the job is reassigned for completion.
You're now in the hands of a call centre who's staff range from ok to hopeless. It will take a lot of perseverance to get someone to properly look into it rather than fob you off as it means they might have to think.
You'll need to coach the person to firstly find out where it went, then get them to set up a new job request to make the second leg of the movement. The compound won't be in any hurry to chase the RAC as they're happily running the storage fee meter which will be billed to them (not you).
I had one lost for 3 weeks once so I empathise with you.
So I don’t want to jump the gun, but this seems to have been great advice.You're now in the hands of a call centre who's staff range from ok to hopeless. It will take a lot of perseverance to get someone to properly look into it rather than fob you off as it means they might have to think.
You'll need to coach the person to firstly find out where it went, then get them to set up a new job request to make the second leg of the movement. The compound won't be in any hurry to chase the RAC as they're happily running the storage fee meter which will be billed to them (not you).
I had one lost for 3 weeks once so I empathise with you.
Called this morning, got a guy who actually bothered to look at it and I suggest he re-books from storage to the garage.
He calls contractor, finds out where it is, they tell him they’ve been waiting for a job from rac for onward delivery 😂
Apparently it’ll go within the next two hours.
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