Footman James and RAC Recovery
Discussion
I am currently going through the nightmare from hell.
I have a 36-year old BMW 325i Cabrio that I have owned from new, so it has more sentimental value than monetary. It has an agreed value with Footman James insurance, with a stipulation that it must be garaged.
On Monday the brakes failed while I was in France. I managed to limp it 250 miles to the ferry and off again to a friend s home in Poole on Tuesday evening.
I reported the breakdown at 7:31 on Wednesday morning. I eventually got the RAC patrol arrive at about 3pm. He diagnosed the fault immediately and said I needed recovery. At about 5:30 a contractor collected the car and took it to Bournemouth. We drove home on Thursday in a hire car.
I knew that the car would be relayed.
Today, about midday, I got a text saying it was at Keele services on M6 for a handover at 12:50 - pretty precise. I reasonably guessed that it would be delivered about 14:00.
I keep getting spurious texts from RAC suggesting I need to provide more information so they can collect the car. I keep asking them to call me with an update. Only more spurious texts arrive.
I eventually phone them to ask what was going on - THEY KNOW NOTHING! He says someone from the intervention team would phone me back in 15mins with some answers.
And . the answers were.
They do not know where the car is - maybe Hilton Park Services. No one is with the car. They do not know where the keys are. Maybe with the unattended car, or perhaps WH Smiths ( thought they had packed up) Finally, they have no idea when it will arrive.
Be very careful who you trust to insure and look after your cherished classic.
Monday it will be a long letter of complaint, but I know the answers. Footman James sub-contract to RAC, who sub-contract to any company that bids the lowest. A sure way to guarantee failure - think Space Shuttle.
Immediate update. The car is in the Midlands unattended with the ignition keys on the front wheel. It will be moved before midnight and maybe get to the destination early tomorrow.
They greet you pride and joy with all the reverence of a sack of spuds.
I have a 36-year old BMW 325i Cabrio that I have owned from new, so it has more sentimental value than monetary. It has an agreed value with Footman James insurance, with a stipulation that it must be garaged.
On Monday the brakes failed while I was in France. I managed to limp it 250 miles to the ferry and off again to a friend s home in Poole on Tuesday evening.
I reported the breakdown at 7:31 on Wednesday morning. I eventually got the RAC patrol arrive at about 3pm. He diagnosed the fault immediately and said I needed recovery. At about 5:30 a contractor collected the car and took it to Bournemouth. We drove home on Thursday in a hire car.
I knew that the car would be relayed.
Today, about midday, I got a text saying it was at Keele services on M6 for a handover at 12:50 - pretty precise. I reasonably guessed that it would be delivered about 14:00.
I keep getting spurious texts from RAC suggesting I need to provide more information so they can collect the car. I keep asking them to call me with an update. Only more spurious texts arrive.
I eventually phone them to ask what was going on - THEY KNOW NOTHING! He says someone from the intervention team would phone me back in 15mins with some answers.
And . the answers were.
They do not know where the car is - maybe Hilton Park Services. No one is with the car. They do not know where the keys are. Maybe with the unattended car, or perhaps WH Smiths ( thought they had packed up) Finally, they have no idea when it will arrive.
Be very careful who you trust to insure and look after your cherished classic.
Monday it will be a long letter of complaint, but I know the answers. Footman James sub-contract to RAC, who sub-contract to any company that bids the lowest. A sure way to guarantee failure - think Space Shuttle.
Immediate update. The car is in the Midlands unattended with the ignition keys on the front wheel. It will be moved before midnight and maybe get to the destination early tomorrow.
They greet you pride and joy with all the reverence of a sack of spuds.
Edited by rdjohn on Saturday 27th June 22:34
It baffles me that anyone would rely on bundled RAC cover whether with insurance or a bank account. There s nothing wrong with subcontracting to a local agent but they will certainly not prioritise RAC jobs over say Green Flag and Britannia.
My Discovery 4 failed spectacularly (snapped crank) en route to my father-in-law s funeral. I called Britannia, told them it was f
ked and needed recovery and that I would leave the keys on the wheel. A hire car was dropped off to me during the wake and the Discovery was back at the dealer 250 miles away the following morning.
You pays your money
My Discovery 4 failed spectacularly (snapped crank) en route to my father-in-law s funeral. I called Britannia, told them it was f
ked and needed recovery and that I would leave the keys on the wheel. A hire car was dropped off to me during the wake and the Discovery was back at the dealer 250 miles away the following morning. You pays your money
I thought I was paying for Classic car cover.
But you are correct, it could be a 15-year old Fiesta worth nothing and get the same degree of priority from RAC, they are the wrong sub-contractor, for the cars that need to be recovered.
I genuinely thought Footman James would have subcontracted to a company that organised a minimum standard of service. My mate has £millions of cars insured with them. He is now rethinking his cover.
Sometimes stuff does just happen, it is never planned, but RAC have genuinely created a catastrophe out of what seemed like a big inconvenience last Wednesday.
In fairness, the battery failed in 1998 just as I was about to return from Spain, 8am Easter Sunday morning. The Spanish patrol turned up with 40mins and jump started the car. So we were on our way. Several times during the journey someone from the RAC, phoned to see if we were making progress and OK. We were, but it felt good to think someone was concerned for our wellbeing.
Now they seemed to have replaced humans with the dumbest AI imaginable, that can only fire off irrelevant emails every couple of hours, and that only ever can infuriate the customer.
Footman James chose their sub-contractor badly. I do not care who does the work as long as it is done professionally and keeps the customer informed and reassured.
But you are correct, it could be a 15-year old Fiesta worth nothing and get the same degree of priority from RAC, they are the wrong sub-contractor, for the cars that need to be recovered.
I genuinely thought Footman James would have subcontracted to a company that organised a minimum standard of service. My mate has £millions of cars insured with them. He is now rethinking his cover.
Sometimes stuff does just happen, it is never planned, but RAC have genuinely created a catastrophe out of what seemed like a big inconvenience last Wednesday.
In fairness, the battery failed in 1998 just as I was about to return from Spain, 8am Easter Sunday morning. The Spanish patrol turned up with 40mins and jump started the car. So we were on our way. Several times during the journey someone from the RAC, phoned to see if we were making progress and OK. We were, but it felt good to think someone was concerned for our wellbeing.
Now they seemed to have replaced humans with the dumbest AI imaginable, that can only fire off irrelevant emails every couple of hours, and that only ever can infuriate the customer.
Footman James chose their sub-contractor badly. I do not care who does the work as long as it is done professionally and keeps the customer informed and reassured.
I have, in the past, had the insurance bundled in with the cover, if it's thrown in. I had to use the company Classicline use when the clutch pedal dropped to the floor in a Triumph Toledo in 2022 and all went ok, Silver Knight or similar name, it was very good. All their policies include it.
However, in the last few years, I've bought personal cover so that I have it on any of my bikes or cars. Be aware of the age limitations on most polices, the big boys like RAC and the AA (who I'm with at the moment) only stipulate that it must be a UK registered vehicle. A bit like the old days, renewal prices are poor, so I either switch or let it expire first and take it out as a new policy. The 'same price' doesn't seem to apply, although they are basically b/d insurance policies now.
However, in the last few years, I've bought personal cover so that I have it on any of my bikes or cars. Be aware of the age limitations on most polices, the big boys like RAC and the AA (who I'm with at the moment) only stipulate that it must be a UK registered vehicle. A bit like the old days, renewal prices are poor, so I either switch or let it expire first and take it out as a new policy. The 'same price' doesn't seem to apply, although they are basically b/d insurance policies now.
Took RAC 4 days to get my car back from Sittingbourne to Yorkshire - 6 hours to supply a 1000 cc hire car (broke down at 9pm , hire car 3am - home 730 am - couldn t be recovered due to driver hours and it was Sunday.
I had a moan, they said it was acceptable service .
Mine was a full policy directly with them
I had a moan, they said it was acceptable service .
Mine was a full policy directly with them
To be clear this is not bundled cover. It was an extra from Footman James for Classic Car cover. It was for European Breakdown and Recovery cover for which I have previously found to work very well.
A man from Pakistan phoned at 10pm last night to ask me where the keys were. I suggested he contact the RAC. I have been assured that it has been moved, but have zero confidence that is the truth.
I was last informed that it would be first job this morning for delivery after 8am. Sadly they did not say which day.
The saga goes on.
A man from Pakistan phoned at 10pm last night to ask me where the keys were. I suggested he contact the RAC. I have been assured that it has been moved, but have zero confidence that is the truth.
I was last informed that it would be first job this morning for delivery after 8am. Sadly they did not say which day.
The saga goes on.
Extremely unfortunate and why I don t use FJ s recovery service - always use Green Flag whom (touch wood) have been excellent.
Another point, if you have a classic invest in a tracker - I have a SafeTag* and it works a treat! When away or travelling I ring fence the car so alerted either 1min if it moves out of a geofence. Not too expensive and works in the UK & EU quite well. USB-C charge lasts about 40 days so very easy to hide away.
https://safetagtracking.com/?currency=GBP&lang...
Another point, if you have a classic invest in a tracker - I have a SafeTag* and it works a treat! When away or travelling I ring fence the car so alerted either 1min if it moves out of a geofence. Not too expensive and works in the UK & EU quite well. USB-C charge lasts about 40 days so very easy to hide away.
https://safetagtracking.com/?currency=GBP&lang...
- = I am not affiliated with them just a happy customer.
Edited by Steve-B on Sunday 28th June 17:48
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