Worst Service Ever!!
Having to deal with RACV as part of a claim for a third party accident where a policy holder of RACV was liable for damage has been frustrating to say the least. No follow up what so ever to let you know what is happening. It took almost 2 months to get anywhere and by the time it was assigned too an assessor I was told he was on leave which delayed it even further. The assessor has promised to send me information that never happened. Calling back to RACV is a mission as you wait no less than 1 hour to get someone and out of the 4 times only 1 ...person seemed experienced enough to be working there. I was put on hold for long periods of time the longest 17 minutes before coming back to apologise then putting back on hold again. I was rushed off the phone as if she had somewhere else to be and told should get payout today and she will extend lease which only taken on her word as she never made contact with the car rental while I was on the phone and i don't Think she could have hang up the phone any quicker after I agreed to what she said. I would not be insuring my car, house or anything with RACV and recommend based on my experience that you look elsewhere as well. Staff attitudes need to change, wait times need to change and overall customer experience regardless if you are a RACV member or not should be 100 times better.
RACV Roadside Assist - A Waste of Time & Money
Below is the main body of an email whicvh I tried to send to RACV two days ago. It is self explanatory and is posted as a warning to others who could find themselves in a similar situation.
"I tried to send this email to you yesterday but after taking ages to compile it I could not send it which further upset me with your inept organisation. I got a message saying there was an error and to please try again later. All later attempts proved futile too. Why am I not surprised!!
Re your proud boast:- "Flat tyre, flat battery, car breakdown, lo...cked your keys in the car? No problem. We'll get you going again at the roadside or provide towing if we can't". What a load of rubbish! When I needed you I was left stranded by someone from RACV who didn't seem to care about my predicament. At about 5am this morning (Sunday 8 December) I was driving towards Melbourne on the M79 Freeway. Approximately two kilometres from the Woodend exit I was unfortunate enough to hit a rock or other object on the road which tore holes in both the front and rear driver's side tyres. Both tyres are write-offs. As I only had one spare tyre I called RACV Roadside Assistance and what followed was nothing short of disgraceful and you people should hang your heads in shame. I told the RACV call assistant (whose name escapes me) what had happened and that I needed help as I only had one spare tyre. She then proceeded to insult me by telling me that this was not a breakdown, it was an accident and therefore I needed to contact my insurer as RACV Roadside Assist could not help - can you believe this nonsense? I explained that it was only a tyre problem but she was adamant that this situation excluded me from RACV assistance. I hope she finds herself in a similar situation one day so she can experience what it feels like. She showed no empathy towards my predicament. I am nearly 69 years old and was alone and stranded in the dark on a (at that hour) quiet highway and it seemed to me that she couldn't care less. I again asked her if there was anything RACV could or would do to help me and she said no. Words cannot express the disgust I feel right now towards your organisation. After a while, and after regaining my composure, I thought that what this person had told me could not possibly be correct and I again called Roadside Assist. After waiting a short while in a queue a most obliging assistant (Ashley?) spoke to me and told me that my incident did indeed qualify for RACV assistance and that my car should have been towed to the nearest authorised centre. He arranged for a tow truck to attend and my car has been taken to a tyre centre in Kyneton where it is securely stored until the business opens tomorrow (Monday) and I can arrange for replacement tyres to be fitted. Both Ashley and the tow truck driver (Doug) were most professional in the way they assisted me. Why did the lady who I initially spoke to deny me my rights as an RACV member? What would have happened if I had not called back? I am dismayed and disgusted with the actions of RACV in this instance - the one and only time I needed you and you initially refused me help. The incident on the road was distressing enough without RACV making it even worse with its "couldn't care less" attitude. Am I outraged? You bet I am!"
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