After a weekend in Cambridge, my car wouldn’t start (I live in Derby). On Sunday I called the RAC at about 3.30pm. It arrived at 7.30pm and I was told the car needed a mass air sensor. I was assured the car could be fixed at 10am the next day so I took the Monday off work. I phoned at 11.30am for an update and was told someone would get back within minutes. This did not happen. After further calls (and no response) I was finally told the job had been logged for 7pm–8pm so I could drive home that evening. But at 6pm I was told the part could not be found and I would have to be towed back at a cost of £267. I arrived close to midnight.
The next day I was then informed that there was no fault apart from a disconnected turbo hose – which could have been easily fixed. I am furious and want my money back for unnecessary towing, poor service and appalling communication. EY, Ockbrook, Derbyshire
You have a Roadside policy, entitling you to a 10-mile tow if your vehicle can’t be fixed at the roadside, which at least explains the bill for your 100 mile-plus tow home. The RAC, boasting more patrols per member than any other breakdown service, says: “Our patrol, with the aid of advanced diagnostics equipment, identified a problem with the air flow meter – not the turbo hose – and booked a repair the following morning. Unfortunately, we were unable to source the part by this time, and recognise our communication was not of our usual high standard. We have apologised, and are arranging a full refund for the recovery of her car.”
We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number. Submission and publication of all letters is subject to our terms and conditions
