I seem to be completely wasting my time. I logged in to book the above, and chose one of the garages on your list. The details on your site indicated that a courtesy car was available. There was a courtesy car tab, which had a big tick in it. When I spoke to the garage they stated point blank, that they dont do courtesy cars. I didnt expect a free courtesy car, and was prepared to pay. I just didnt want to be waiting around all day, while my car underwent a full service, and MOT.
I abandoned the thought of booking online, and decided to phone another garage from your list. Your profile of the garage indicated that they also provided courtesy cars. When I phoned, I asked about courtesy cars. The person I spoke to denied that they were available, but also denied that they were even involved in your service, and MOT scheme, and refused to take a booking. This was the Manselton MOT Centre, and the first one I contacted was Keep Driving Auto Ltd. It seems like a shambles so far.
If we were to cancel your RAC Service Plan, there would be a £25 Admin Cancellation Fee. You would get a total refund of £145.15 which you would receive within 3-5 business days.
I have found the whole thing very confusing from the start. I initially clicked on the Service & MOT tab. This provided links to, Book an RAC Mobile Mechanic. RAC Approved Garages. Book an MOT. Book a service.
So when I took the Service and MOT plan out, I wrongly assumed that it included all of the above. When I looked at the approved garages, I noted that some included a courtesy car facility. This suited me as I didnt wish to sit in a waiting room all day while my car was being serviced, or be obligated to a friend or family member to follow me to the garage in order to pick me up, and collect me from my home later in the day, in order to pick my car up. I only took the plan out because I believed that a courtesy car would be available. I wasnt expecting a free courtesy car, and was quite prepared to pay for it. I was also confused by the fact that only some of the RAC Approved Garages are available.
This led me to my first contact with you. Where I found that a courtesy car was not unavailable.
I therefore booked an MOT only, and waited for one hour for the car. That was fine.
I planned to book an RAC Mobile Mechanic, in order to overcome my problem. You quote prices for Mobile Mechanics to carry out a full service, you also provide prices for the garage to perform the same service. I therefore wrongly assumed that it would be quite simple to use a Mobile Mechanic, and pay the difference in cost. I dont understand why this would not be possible.
It therefore makes sense for me to cancel the policy, and book an RAC Mobile mechanic.
I apologise for cancelling, but the whole thing seems very confusing.
PS, I am not happy with a cancellation charge as I feel I have been misled.
Please accept our apologies for confusion on who can service your vehicle under your RAC Service Plan, when you took out the plan it could been that there were more garages in your area what where able to offer a courtesy car who are no longer authorised to work under the Service Plans.
We have now actioned the cancellation of your RAC Service Plan. You will receive a total refund of £141.15.
Once your plan has been cancelled you will be notified.
You seem to have completely missed the point. Firstly, the email you sent me offering the plan, clearly stated that servicing was available at home or office. There are 10 garages that appear on the RAC approved list. Four of which appeared on the list available for the service plan. Three appear on both lists. C&G, and Keep Driving Auto, that appear on both lists, both show that they have courtesy cars available on the RAC approved list. So even when you sent me more accurate information of how to access the list of garages that were available for the scheme, I was still under the impression that at least two of them provided courtesy cars, as I had already accessed this information on the RAC approved list. Why would I believe anything different? In fact 5 out of the 10 listed on the RAC approved list claim to provide courtesy cars. I have copied and pasted below, a message on the website, I was still receiving today.
So in summary. Prior to getting involved you sent me an email containing bullet points, one of which stated that a service could be booked at home or office. A message I also received after logging in today. When I clicked on the Service & MOT tab, to find out further information, there is no link to the scheme. However this tab does provide links to Book an RAC Mobile Mechanic, and RAC approved garages. I looked at both believing they were both applicable to the scheme. At the time I got involved, I assumed a mobile engineer would be available, and that I could choose from 10 approved garages, five of which had courtesy cars available. It is very easy to see how anyone would feel misled. To avoid this you could just clearly add a link to the scheme, under the Service & MOT tab.
As this scheme is being marketed by the RAC, and assuming it is genuine. You publish the prices for full, and interim services, as well as MOTs. You also publish prices for mobile mechanics. Why is it not possible to book a mobile mechanic, by paying the difference in cost?
I am disappointed that I have had to cancel. Although the information you provide is very confusing. The scheme is certainly not what I believed it was. If you persist in charging me a cancellation fee, I will take it further.
Don’t forget to choose your mobile mechanic or garage Confirm your booking so we can update your job and reserve you a spot with your mobile mechanic or garage.
I dont understand why you would send me this email, after saying a mobile mechanic is not available. It also says on the website a full service using a mobile mechanic costs £236. When I looked at the two quotes, the one from Keep Driving Auto states that a courtesy car is available. If this was true, then there would be no need for me to cancel. Although I assume it isnt true, and just sums up the confusion you cause.
It is not my intention to get you snowed under with emails, but it just struck me that I may not have explained myself clearly, and that you dont fully understand it. Prior to getting involved, I received an email from you which clearly stated that a home or office service was possible. I was interested, and was therefore seeking further information. At the time I had car insurance, and breakdown cover with the RAC. I logged into the website. I chose the Serrvice & MOT tab. That seemed logical because you approached me about a service and mot plan, so it seemed a good place to start. As I said earlier the only applicable links as far as I was concerned were Book an RAC Mobile Mechanic, and RAC Approved Garages. So I based my decision on the information available on these two links. There were approved garages that supplied courtesy cars, and I assumed that I had the option of a mobile mechanic. I honestly thought I could choose any of the approved garages for the service and MOT, and that a mobile mechanic was an option. Why wouldnt I? I planned to book the service and MOT for the same day, and take a courtesy car. When you informed me that all the garages on the RAC approved list were not available, I contacted the two that were available for the service plan, that were also on the approved list. Both of them advertised courtesy cars on the approved list, but declined to provide them under the service plan. I therefore decided to book an MOT only, wait for it to be completed, and book a mobile mechanic later, for the service.
When I later contacted you regarding the lack of any courtesy cars, I became aware that I could have accessed the pertinent information, by using the book a service, or book an MOT link. Although I would not be likely to be making a booking for around 12 months after getting involved. So why would I be interested in either of these links? Yet these are the only relevant links. Who would be interested in making a booking prior to joining the scheme? Where else would you look for information on a Service & MOT plan, if it wasnt the Service & MOT tab on the website?
The problem is clearly created by the fact that you dont have a specific link to the details of the plan. I am sure that many people will explore the links they think are applicable, when they are not. Who is going to look to make a booking on day one? This is exacerbated by the fact that you allow garages to advertise services that they dont provide, on your website. This is misleading. Why would anyone not think that an RAC Approved Garages list, found under the Service & MOT tab, wouldnt all be available for the RAC Service & MOT plan?
I think it is a bit of a shambles, and I have been completely misled.
Please accept our apologies for the confusion whilst taken out your RAC Service Plan, at home services is not guaranteed under your Service Plan and courtesy cars as previously advised this not something that is covered under your Service Plan, If the garage advise this as something they offer it is down to their own discretion when these can be offered.
The reason you are not able to see the Service Plans on a tab directly via the RAC website is as the RAC have put a hold on the Services Plans so they are no longer an option to purchase, this is why you are unable to see a breakdown of what garages are able to work under the Service Plan separate to the RAC Approved Garages unless you log into your Portal Directly.
As previously advised for any appointments to be covered under the Service Plan it would need to book directly via your Service Plan Portal as per the Terms and Conditions, if mobile mechanics is not showing as an option, then we would not be able to cover the cost of the Service, at Home Servicing is not something that can be guaranteed under your Service Plan.
We have spoken to our Management Team and based on the above we would not be able to waiver the £25 Admin Cancellation Fee as we are able to uphold your Service Plan as per the Terms and Conditions.
Please see a full breakdown of how we have reached the refund amount of £145.15 below –
Services Claimed under Plan –
- MOT on 15.05.2024 with Gorseinon Tyre & Service Centre - £54.85.
Amount paid into Service Plan - £225.00.
Admin Cancellation Fee – £25.
With the above being considered that is how we have reached the refund amount.
Firstly, I believed I was doing the service and MOT plan through the RAC. All the emails I have received regarding this plan, are purported to have come from the RAC. If I had been aware that you werent the RAC, I wouldnt have done the plan in the first place. It was only because I trusted the RAC, that I took out the plan.
I am still not sure why you would send me the two quotes this morning, as you havent answered that email. The quote from the garage just goes to prove what a shambles it is, as it included a courtesy car.
I received a number of emails, which I assumed were from the RAC, regarding the service plan. They all offered the mobile mechanic facility. They all said I could choose a garage from the approved list. One of them offered me the plan for £18 per month, but I note that I was charged £22.50.
Going off the information that I received in these emails, I believed that I was entitled to book a garage from the approved list, and or, a mobile mechanic. There were no details on the website that were available to persuade me that this was not true.
I appreciate your comments about garages and courtesy cars in your most recent email, but cant go along with them. I took the information from the RAC website. I presumed it was the truth. The quote you sent me this morning was from a garage that allegedly provided courtesy cars, it says so on the quote, and on the RAC website, but I have spoken to them, and they dont.
The lack of detail regarding your plan on the RAC website doesnt help your case.
The quote you sent me this morning for an RAC mobile mechanic was for £270, yet I can book it on the website for £236. This hardly inspires any trust.
I have just been on the website to check the price and noticed that the choice when it comes to booking a service, is between booking a mobile mechanic, or an approved garage. As the information on this tab includes a list of RAC approved garages, how on earth would you expect someone who is interested in your plan, to find your list of garages.
It is a shambles.
You cant blame me for the lack of information on your plan on the RAC website. Although I am not surprised.
The fact that they have stopped selling them comes as no surprise either.
I am still unable to understand why you are unable to offer a mobile mechanic, where the customer is prepared to pay the difference in cost, as I was.
I will be putting the refund towards the cost of the service, and paying the RAC the difference.
I have said all I have got to say to you. I will be writing to the RAC next.
Comments
Got a dispute on with the RAC now.
I logged in to book the above, and chose one of the garages on your list.
The details on your site indicated that a courtesy car was available.
There was a courtesy car tab, which had a big tick in it.
When I spoke to the garage they stated point blank, that they dont do courtesy cars.
I didnt expect a free courtesy car, and was prepared to pay.
I just didnt want to be waiting around all day, while my car underwent a full service, and MOT.
I abandoned the thought of booking online, and decided to phone another garage from your list.
Your profile of the garage indicated that they also provided courtesy cars.
When I phoned, I asked about courtesy cars.
The person I spoke to denied that they were available, but also denied that they were even involved in your service, and MOT scheme, and refused to take a booking.
This was the Manselton MOT Centre, and the first one I contacted was Keep Driving Auto Ltd.
It seems like a shambles so far.
Is it possible to book an RAC mobile mechanic, to do a service, and pay the difference in cost?
Good afternoon,
Thank you for contacting us.
Unfortunately, as the RAC Mobile Mechanic is not showing on you RAC Service Plan Portal, we would not be able to cover any costs of the Service.
Please accept our apologies for any inconvenience this may cause.
Kind regards,
Could you please explain the implications of cancelling the plan.
Kind Regards
Tony Hayes
Thank you for getting back to us.
If we were to cancel your RAC Service Plan, there would be a £25 Admin Cancellation Fee. You would get a total refund of £145.15 which you would receive within 3-5 business days.
Please let me know how you wish to move forward.
Kind regards,
Could you please cancel it.
I have found the whole thing very confusing from the start.
I initially clicked on the Service & MOT tab.
This provided links to,
Book an RAC Mobile Mechanic.
RAC Approved Garages.
Book an MOT.
Book a service.
So when I took the Service and MOT plan out, I wrongly assumed that it included all of the above.
When I looked at the approved garages, I noted that some included a courtesy car facility.
This suited me as I didnt wish to sit in a waiting room all day while my car was being serviced, or be obligated to a friend or family member to follow me to the garage in order to pick me up, and collect me from my home later in the day, in order to pick my car up.
I only took the plan out because I believed that a courtesy car would be available.
I wasnt expecting a free courtesy car, and was quite prepared to pay for it.
I was also confused by the fact that only some of the RAC Approved Garages are available.
This led me to my first contact with you.
Where I found that a courtesy car was not unavailable.
I therefore booked an MOT only, and waited for one hour for the car.
That was fine.
I planned to book an RAC Mobile Mechanic, in order to overcome my problem.
You quote prices for Mobile Mechanics to carry out a full service, you also provide prices for the garage to perform the same service.
I therefore wrongly assumed that it would be quite simple to use a Mobile Mechanic, and pay the difference in cost.
I dont understand why this would not be possible.
It therefore makes sense for me to cancel the policy, and book an RAC Mobile mechanic.
I apologise for cancelling, but the whole thing seems very confusing.
PS, I am not happy with a cancellation charge as I feel I have been misled.
Kind Regards
Tony Hayes
Kind Regards
Tony Hayes
We hope this email finds you well.
Please accept our apologies for confusion on who can service your vehicle under your RAC Service Plan, when you took out the plan it could been that there were more garages in your area what where able to offer a courtesy car who are no longer authorised to work under the Service Plans.
We have now actioned the cancellation of your RAC Service Plan. You will receive a total refund of £141.15.
Once your plan has been cancelled you will be notified.
Kind regards,
You seem to have completely missed the point.
Firstly, the email you sent me offering the plan, clearly stated that servicing was available at home or office.
There are 10 garages that appear on the RAC approved list.
Four of which appeared on the list available for the service plan.
Three appear on both lists.
C&G, and Keep Driving Auto, that appear on both lists, both show that they have courtesy cars available on the RAC approved list.
So even when you sent me more accurate information of how to access the list of garages that were available for the scheme, I was still under the impression that at least two of them provided courtesy cars, as I had already accessed this information on the RAC approved list.
Why would I believe anything different?
In fact 5 out of the 10 listed on the RAC approved list claim to provide courtesy cars.
I have copied and pasted below, a message on the website, I was still receiving today.
So in summary.
Prior to getting involved you sent me an email containing bullet points, one of which stated that a service could be booked at home or office.
A message I also received after logging in today.
When I clicked on the Service & MOT tab, to find out further information, there is no link to the scheme.
However this tab does provide links to Book an RAC Mobile Mechanic, and RAC approved garages.
I looked at both believing they were both applicable to the scheme.
At the time I got involved, I assumed a mobile engineer would be available, and that I could choose from 10 approved garages, five of which had courtesy cars available.
It is very easy to see how anyone would feel misled.
To avoid this you could just clearly add a link to the scheme, under the Service & MOT tab.
As this scheme is being marketed by the RAC, and assuming it is genuine.
You publish the prices for full, and interim services, as well as MOTs.
You also publish prices for mobile mechanics.
Why is it not possible to book a mobile mechanic, by paying the difference in cost?
I am disappointed that I have had to cancel.
Although the information you provide is very confusing.
The scheme is certainly not what I believed it was.
If you persist in charging me a cancellation fee, I will take it further.
Don’t forget to choose your mobile mechanic or garage
Confirm your booking so we can update your job and reserve you a spot with your mobile mechanic or garage.
It also says on the website a full service using a mobile mechanic costs £236.
When I looked at the two quotes, the one from Keep Driving Auto states that a courtesy car is available.
If this was true, then there would be no need for me to cancel.
Although I assume it isnt true, and just sums up the confusion you cause.
You shouldn't incur a cancellation fee.
I would avoid these admin heavy companies.
I take my car to a local trusted mechanic, he takes it for a MOT does my servicing, Ive built a rapport with him, hes almost family now.
Although I don't know his name, I've been seeing him too long to suddenly ask what his name is and I suspect his position is the same with my name.
Could you please send me a breakdown on how you calculated the £141.15 refund.
Kind Regards
Tony Hayes
It is not my intention to get you snowed under with emails, but it just struck me that I may not have explained myself clearly, and that you dont fully understand it.
Prior to getting involved, I received an email from you which clearly stated that a home or office service was possible.
I was interested, and was therefore seeking further information.
At the time I had car insurance, and breakdown cover with the RAC.
I logged into the website.
I chose the Serrvice & MOT tab.
That seemed logical because you approached me about a service and mot plan, so it seemed a good place to start.
As I said earlier the only applicable links as far as I was concerned were Book an RAC Mobile Mechanic, and RAC Approved Garages.
So I based my decision on the information available on these two links.
There were approved garages that supplied courtesy cars, and I assumed that I had the option of a mobile mechanic.
I honestly thought I could choose any of the approved garages for the service and MOT, and that a mobile mechanic was an option.
Why wouldnt I?
I planned to book the service and MOT for the same day, and take a courtesy car.
When you informed me that all the garages on the RAC approved list were not available, I contacted the two that were available for the service plan, that were also on the approved list.
Both of them advertised courtesy cars on the approved list, but declined to provide them under the service plan.
I therefore decided to book an MOT only, wait for it to be completed, and book a mobile mechanic later, for the service.
When I later contacted you regarding the lack of any courtesy cars, I became aware that I could have accessed the pertinent information, by using the book a service, or book an MOT link.
Although I would not be likely to be making a booking for around 12 months after getting involved.
So why would I be interested in either of these links?
Yet these are the only relevant links.
Who would be interested in making a booking prior to joining the scheme?
Where else would you look for information on a Service & MOT plan, if it wasnt the Service & MOT tab on the website?
The problem is clearly created by the fact that you dont have a specific link to the details of the plan.
I am sure that many people will explore the links they think are applicable, when they are not.
Who is going to look to make a booking on day one?
This is exacerbated by the fact that you allow garages to advertise services that they dont provide, on your website.
This is misleading.
Why would anyone not think that an RAC Approved Garages list, found under the Service & MOT tab, wouldnt all be available for the RAC Service & MOT plan?
I think it is a bit of a shambles, and I have been completely misled.
Kind Regards
Tony Hayes
In particular where it says,
You can get your service done at home with an RAC Mobile Mechanic, or find an RAC Approved Garage near you to carry out your service and MOT.
Kind Regards
Tony Hayes
Thank you for getting back to us.
Please accept our apologies for the confusion whilst taken out your RAC Service Plan, at home services is not guaranteed under your Service Plan and courtesy cars as previously advised this not something that is covered under your Service Plan, If the garage advise this as something they offer it is down to their own discretion when these can be offered.
The reason you are not able to see the Service Plans on a tab directly via the RAC website is as the RAC have put a hold on the Services Plans so they are no longer an option to purchase, this is why you are unable to see a breakdown of what garages are able to work under the Service Plan separate to the RAC Approved Garages unless you log into your Portal Directly.
As previously advised for any appointments to be covered under the Service Plan it would need to book directly via your Service Plan Portal as per the Terms and Conditions, if mobile mechanics is not showing as an option, then we would not be able to cover the cost of the Service, at Home Servicing is not something that can be guaranteed under your Service Plan.
We have spoken to our Management Team and based on the above we would not be able to waiver the £25 Admin Cancellation Fee as we are able to uphold your Service Plan as per the Terms and Conditions.
Please see a full breakdown of how we have reached the refund amount of £145.15 below –
Services Claimed under Plan –
- MOT on 15.05.2024 with Gorseinon Tyre & Service Centre - £54.85.
Amount paid into Service Plan - £225.00.
Admin Cancellation Fee – £25.
With the above being considered that is how we have reached the refund amount.
We hope this clears things up more for you.
I am afraid it doesnt.
Firstly, I believed I was doing the service and MOT plan through the RAC.
All the emails I have received regarding this plan, are purported to have come from the RAC.
If I had been aware that you werent the RAC, I wouldnt have done the plan in the first place.
It was only because I trusted the RAC, that I took out the plan.
I am still not sure why you would send me the two quotes this morning, as you havent answered that email.
The quote from the garage just goes to prove what a shambles it is, as it included a courtesy car.
I received a number of emails, which I assumed were from the RAC, regarding the service plan.
They all offered the mobile mechanic facility.
They all said I could choose a garage from the approved list.
One of them offered me the plan for £18 per month, but I note that I was charged £22.50.
Going off the information that I received in these emails, I believed that I was entitled to book a garage from the approved list, and or, a mobile mechanic.
There were no details on the website that were available to persuade me that this was not true.
I appreciate your comments about garages and courtesy cars in your most recent email, but cant go along with them.
I took the information from the RAC website.
I presumed it was the truth.
The quote you sent me this morning was from a garage that allegedly provided courtesy cars, it says so on the quote, and on the RAC website, but I have spoken to them, and they dont.
The lack of detail regarding your plan on the RAC website doesnt help your case.
The quote you sent me this morning for an RAC mobile mechanic was for £270, yet I can book it on the website for £236.
This hardly inspires any trust.
I have just been on the website to check the price and noticed that the choice when it comes to booking a service, is between booking a mobile mechanic, or an approved garage.
As the information on this tab includes a list of RAC approved garages, how on earth would you expect someone who is interested in your plan, to find your list of garages.
It is a shambles.
You cant blame me for the lack of information on your plan on the RAC website.
Although I am not surprised.
The fact that they have stopped selling them comes as no surprise either.
I am still unable to understand why you are unable to offer a mobile mechanic, where the customer is prepared to pay the difference in cost, as I was.
I will be putting the refund towards the cost of the service, and paying the RAC the difference.
I have said all I have got to say to you.
I will be writing to the RAC next.
Kind Regards
Tony Hayes
Even though the send emails with the RACs address on them.
It seems they just sold this plan through the RAC.
1st floor Suite 3 – 100 Longwater Avenue, Green Park, Reading, Berkshire, RG2 6GP