The RAC have lost my car.

Rilot said:
Called today to be told that there is no proceedure for escalation, I cannot speak to logistics, I cannot speak to a manager, I cannot speak to customer services. The only thing they can do for me is to email a manager and logistics and see what happens. I asked them "What am I supposed to do?", only to be told that all I can do is wait and hope that the car is eventually found and delivered.
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These sort of responses from established companies absolutely boggle my mind. It's the epitome of the "computer says no" mentality. I cannot fathom how they just effectively shrug their shoulders, and not have any method of escalating the issue, or chasing up whoever is responsible within their own company.
Hope you get your car back soon, Rilot.
 
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They don't give a crap. They will if the press take interest though as it could ultimately devalue their shares, the thing they DO care about. Things can snowball for them if people get the impression they might missplace their car.

Hurt their share prices and the company has pressure from the fatcats as well.
 
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Nasher said:
They don't give a ****. They will if the press take interest though as it could ultimately devalue their shares, the thing they DO care about. Things can snowball for them if people get the impression they might missplace their car.

Hurt their share prices and the company has pressure from the fatcats as well.
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RAC is not a publicly listed company.
 
Rilot said:
I just called them again just now. Told them that unless this is sorted today I will be going to the press, BBC Watchdog, Rip off Britain, LBC, and anyone else I feel like talking to. Also pointed out that I'm a blue badge holder and that it doesn't look good depriving a disabled individual of their transport.
I was assured of a call back within 2 hours. I won't hold my breath.
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i hope your sending letters via reordered delivery too
 
I think I would be giving this some calmer consideration. You say the Honda "broke down" and you asked the RAC to recover it to your home address. Do you have any inkling what was wrong with it? An insurance payout might be your saviour and in that case I'd be praying they won't find it.... (Although they probably will, or some third party will remind them it's been dumped with them for weeks).
 
Chris Wilson said:
I think I would be giving this some calmer consideration. You say the Honda "broke down" and you asked the RAC to recover it to your home address. Do you have any inkling what was wrong with it? An insurance payout might be your saviour and in that case I'd be praying they won't find it.... (Although they probably will, or some third party will remind them it's been dumped with them for weeks).
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While I would say these things can take time and the recent holidays will have produce a backlog as well at the end of the day it is someone's car - at the very least they should have some kind of trail and ability to report progress and an escalation procedure. Generic statements and palming the customer off just doesn't cut it.
 
Rilot said:
I just called them again just now. Told them that unless this is sorted today I will be going to the press, BBC Watchdog, Rip off Britain, LBC, and anyone else I feel like talking to. Also pointed out that I'm a blue badge holder and that it doesn't look good depriving a disabled individual of their transport.
I was assured of a call back within 2 hours. I won't hold my breath.
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10 minutes to go... guessing you haven't heard anything yet?

There was an RAC guy trying to get people to sign up outside the local Morrisons yesterday, if he's still there later I might ask him (rather loudly) if it's common practice to lose customer cars :p
 
I've used resolver once and it seemed to help/work: https://www.resolver.co.uk/companies/rac-complaints?territory_id=1

you can also escalate to the national conciliation service apparently: https://www.nationalconciliationservice.co.uk/

but the best results i've had have been the exec escalation team, looks like their e-mail format is [first_initial][last]@ rac.co.uk ie: [email protected] so try hitting [email protected] and a few of the directors: https://www.raccorporate.co.uk/about-us/directors

Good luck!
 
The recovery of vehicles is often not direct A to B. The agencies may get it to an intermediate location, unload and await another transporter from a local region to pick it up. These drop offs can be garages or storage compounds not obviously associated with the recovery company.

I had a garage in south Manchester and the AA would sometimes drop a vehicle off, sometimes they were left for weeks, but we received a payment. Sometimes we were asked to repair them. The idea of one "lost in the system" is entirely reasonable to me, it's a big organisation and well, we know how tightly and efficiently run big organisations are, don't we <LOL> It is the Royal Automobile Club, maybe Charlie needs to be informed, although he may be a tad distracted at the moment? ;)
 
Haggisman said:
10 minutes to go... guessing you haven't heard anything yet?

There was an RAC guy trying to get people to sign up outside the local Morrisons yesterday, if he's still there later I might ask him (rather loudly) if it's common practice to lose customer cars :p
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we're past two hours now. Have they found it? The suspense is, ok it's not killing me but well it's more interesting than the report I'm writing so...
 
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