Motoring assistance
Left lone female stranded at night, refused to provide roadside assistance, hanging up on my call. No support given.
This is the worst company I have ever dealt with, leaving me and my dog stranded during the night with no way of getting home, and the out of hours team saying they do not have managers on their team to offer any support or advice and subsequently hanging up on me.
This is the second complaint I have raised with them. I have business breakdown cover with road side assistance and recovery etc. When I was broken down they said they only offer one call out per fault, so I have to choose between roadside assistance OR recovery as they would be separate call outs, so in essence I have been missold roadside assistance; because I could never use it, without the possibility of the van not being fixed road side and needing to pay additional recovery fee. Surely roadside assistance should attempt to fix your van, if they cannot they recover you and that should all be within one call out?!
They said they would run diagnostics and the recovery guy was actually a mechanic, this was a lie as when the recovery guy came he said he just does recovery. We were driven to a garage, where I was expecting road side assistance as per another phone call, they then said it wasn't coming because I have been recovered. I explained I was a lone female, at night, 2 miles away from home, they said there was nothing they could do, its all automatic their end and there are no managers hired during out of hours to assist with complaints etc and to wait until morning.
This isn't the first time I have had an issue. They missold me 'tyre replace' and they didn't realise until I needed to make a claim, they then said they shouldn't have sold it to me and despite it being in black and white on my policy they cannot offer it.
Their customer service team are hit and miss, I have had some lovely people try to help, and others that have been rude and hung up on me. Even if their customer service team were all nice, it doesn't help the fact they work for an abysmal company who expect you to be financially out of pocket for their misdoings.
Oh, and they are not regulated by the financial conduct authority so they answer to no one and have the final say on any unjust decisions they make.
Anyone planning on purchasing a policy with them, all I can say is good luck and I hope you have a better experience!
