Page 5 of 5 FirstFirst ... 345
Results 41 to 48 of 48

Thread: RAC Warranty is the joke of the year!

  1. #41
    Join Date
    May 2008
    Posts
    8,468

    Default

    No, no typo. My problem is that the first garage who looked at it and charged you (can't believe they did that) have not fully identified the problem part. So you might end up paying for a motor, a loom and a resistor. Even a half decent warranty company would not pay for all that and would demand a proper diagnosis. My experience of dealers is that they will always want to do their own check first. As yours is a failure on one of their cars they should put this right at no cost whatever, parts or diagnostics.
    Sounds as though the manager needs to learn some management skills. Have you tried the dealer's head office for example? Have they got a customer service department?

  2. #42
    Join Date
    Nov 2013
    Posts
    20

    Default

    Quote Originally Posted by Hometune View Post
    No, no typo. My problem is that the first garage who looked at it and charged you (can't believe they did that) have not fully identified the problem part. So you might end up paying for a motor, a loom and a resistor. Even a half decent warranty company would not pay for all that and would demand a proper diagnosis. My experience of dealers is that they will always want to do their own check first. As yours is a failure on one of their cars they should put this right at no cost whatever, parts or diagnostics.
    The garage who looked at it charged an hour's diagnostic as that's what they'd do, I guess. No business is going to work for free, so I couldn't expect them to not do that.

    As for the dealer putting it right, I was happy for them to do that, but they wouldn't fulfil my rights to not be inconvenienced, i.e. provide a loan car for however long they have it, and given that they'd have it at least overnight and, given what's happened so far I doubt very much they're going to hurry.

    On their penultimate email where I asked them again about the loan car and the hour's labour, they said:
    "sorry I cannot say anything until your vehicle has been inspected and exact fault diagnosed and cause of fault determined, as we discussed we do not have any loan cars and our motor policy does not cover us for loan cars, in extreme circumstances when a vehicle may be off the road for several weeks , we may then find a vehicle from our sales stockbut I must stress that the car must be insured by the owner."

    So that bit about the loan car shows them contradict themselves as they say they can't do it, and then say "well, maybe we can"

    They've also said: "I will produce evidence in the form of these emails saying you have denied us access to your vehicles" even though I never have, and the emails have an overall bullying tone.

    Sounds as though the manager needs to learn some management skills. Have you tried the dealer's head office for example? Have they got a customer service department?
    I can't find any other outlet for them, alas. I'd love to have met whoever Jeff Johnson is. Maybe it's just a name they came up with. After all, when there's no sign of any Jeff Johnson around, you'd think that they'd change the name under normal circumstances.

  3. #43
    Join Date
    May 2008
    Posts
    8,468

    Default

    Once you have read this, you may as well go down the Moneyclaim route.

    http://www.reviewcentre.com/Car-Deal...eviews_1399419

  4. #44
    Join Date
    Nov 2013
    Posts
    20

    Default

    Christ almighty. 3 reviews all full of "AVOID!", plus one that sings the company's praises and so was clearly written by them to begin with.

    Interesting how it keeps taking them several days each time to NOT fix a light. Jeez, I'd never see my car again!

    There's also a line in one of them about how the RAC warranty isn't worth the paper it's printed on, which I got additional confirmation of today when I got an email back from RAC Customer Care telling me that they basically don't care, fobbing me off back to "The Warranty Group", confirming what a joke the RAC are.

    And there's this priceless line in one review about Jeff Johnson cars: "Some sales staff give you the couldnt care less attitude, and spent half the time slagging their boss off."

    I'll print those reviews off and keep them ready for the small claims court. Thanks very much for the link.

  5. #45
    Join Date
    Nov 2013
    Posts
    20

    Default

    I'm rather delayed in providing an update but wanted to confirm how I got good news from the RAC eventually!

    Mid-January:

    My reply to customer care during an ongoing discussion:

    "Thanks for your email. I have since had a letter from (SR) in the Customer Relations Dept (ref no) which I'd like to respond to but I don't have a direct email address for that department so if you could forward this on to them that would be much appreciated.

    The letter says that they will look at my complaint, and to let them know if I have any more to add, but I do because the letter states how the repair left me with a bill of 300 to pay because the RAC Warranty left me short.

    However, in actual fact, due to all the to-ing and fro-ing from the RAC and never knowing where I stood, I've only actually just had the repair done in the past week and as the warranty expired in December, I've had to fork out for the lot! I have attached copies of the invoices and the SR is welcome to contact the garage to confirm this if need be.

    Given that the RAC Warranty has turned out to be a complete farce, I have contacted a number of national newspapers and two of them are very interested in my story indeed.

    So, I propose to the RAC, that if they want to avoid the bad publicity in the press that they reimburse me for both invoices (which cover the repair and the hour-long diagnostic which the RAC forced me to have!) and I will confirm that I will cancel all dealings with the press and also next time my breakdown cover is due, I will continue with the RAC, since at the moment, they haven't got a chance of me doing that and I will tell anyone who cares to listen.

    I also have the parts which have been replaced in case you need those, and they are available to yourselves on full reimbursement, which is a total of 515.75."


    Feb 22nd:

    After some more to-ing and fro-ing and getting nowhere, I had to email RAC again, where they kept previously telling me that The Warranty Group (TWG) were entirely separate from RAC:

    "I've just had a letter from (AM), Case Co-ordinator in the Customer Relations Dept - and again, it's got RAC all over the letter, so if this is actually from TWG then you are doing your level best to confuse your customers.

    Her letter is, quite frankly, a disgrace. She says she has investigated my complaint fully, yet it's practically a carbon copy of the one I had about 5 weeks ago because she also says to let them know if I have any more to add, and yet again, her letter states how the repair left me with a bill of 300 to pay because the RAC Warranty left me short.

    Erm... I already replied to explain why this is wrong at the time, yet it appears I may as well not have bothered because she's ignored every single last word of it!

    Again, I said that due to all the to-ing and fro-ing from the RAC and never knowing where I stood, I had the repair done in January and as the warranty expired in December, I've had to fork out for the lot! I attached copies of the invoices at the time, and I have done so again today. Both SR and AM are welcome to contact the garage to confirm this if need be.

    It appears that ignorance is bliss at the RAC/TWG/etc because none of you take the slightest bit of notice when a customer has anything negative to say about your company and/or service.

    This only strengthens my case when it will come to spreading it to the press, as I explained last time. In fact, given how AM has clearly done zero work on my case in the light of the above, I think the very least the RAC/TWG/etc can do is refund me in full for the 515.75 I have had to spend.

    I also have the parts which have been replaced in case you need those.

    I would also like you to furnish me with the email address (not postal address - you can never trust the post) of RAC's CEO Chris Woodhouse, please. On the off-chance it's cwoodhouse@rac.co.uk, I have cc'd that address in here. Hopefully he will care what is happening at his company, if no-one else under him gives the slightest care.

    "RAC Care"? No they don't!

    I request a reply within 14 days of the date on this email."


    March 10th - a reply from RAC:

    "Your concerns have been passed to our Operations Director to investigate and send you his response.

    He will be responding this week.

    Apologies for the delay."



    March 16th - email to RAC after their OD sent me a letter:

    "Thankyou for your letter dated 12th March 2014.

    To sum up matters, the RAC initially said that they would cover the heater motor (109.44) and half-an-hour's labour (22.50). Add VAT and it comes to 158.33.

    In your latest letter, you say you will additionally cover the wiring loom, resistor, and just another half-an-hour's labour charge, totalling one hour's labour, bringing everything to a total of 299.75, including VAT.

    In terms of the repair part of this, that leaves me short by the cost of 3 hours labour (135.00) plus VAT which comes to 162.00.

    How do you think that the entire repair can be carried out within a single hour? The fact that you've already agreed to the replacement of the wiring loom (75.98 + VAT) and resistor (19.37 + VAT) because, in your words, "they are both parts affected by consequential damage from a failed listed part", shows that you've agreed, and is therefore an admission of the RAC, that this is a necessary repair and so the full time quoted by (my garage) must be allowed.

    Hence, I must request that you add on those remaining 3 hours of labour charge of 135.00 plus VAT, which is 162.00.

    I would also like to think that with this additional obfuscation in your company's communications with me, it would be much appreciated if you could see your way to also refunding the diagnosis charge of 54.00 including VAT as a one-off gesture of goodwill.

    I shall await your reply which I shall expect within two weeks of the date of this email, although I am due to renew my car's breakdown cover next Saturday, March 22nd, so if you agree to also pay for those remaining 3 hours of labour, and the diagnosis charge, my trust in your brand will be regained and I will renew the cover with the RAC."


    Then, that Friday, just one day before renewal was due, I got confirmation by post from their OD that they would cough up the rest, so they paid for everything!

    As such, I renewed with RAC for my breakdown cover, but I won't be going with their warranty ever again after that ball-breaking hassle.

    It also saved me the hassle of having to deal with Jeff Johnson Cars who were a joke of a dealer.

  6. #46
    Join Date
    May 2008
    Posts
    8,468

    Default

    Well done for your perseverance. I'll bet you are knackered now!

  7. #47
    Join Date
    Nov 2013
    Posts
    20

    Default

    Just a little bit

    I'm like a dog with a bone, though, when I'm encountering customer service that is a complete joke.

  8. #48
    Join Date
    Oct 2009
    Posts
    706

    Default

    Quote Originally Posted by dvdfever View Post
    Just a little bit

    I'm like a dog with a bone, though, when I'm encountering customer service that is a complete joke.
    Well done you!! You were being too kind rejoining the RAC again. Don't forget that all breakdown cover with whorver you go with (I don't mean warranties) is an insurance policy. Long gone are the days of Royal Automobile Club being a club and the AA being a group of motorists paying to be a member. You are dealing with BIG companies now. I think that the RAC has just been bought again, or in the process of being sold off again.

Tags for this Thread

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •