recovery from suffolk to bedfordshire 29.05.16

★★★★☆
4.4
87.0% of users recommend this
  • Speed of response

  • Customer service

  • Value For Money

helenelmer's review of GEM Motoring Assist Breakdown Cover - motoringassist.com

“recovery from suffolk to bedfordshire 29.05.16”

★☆☆☆☆

written by helenelmer on 17/06/2016

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Disgraceful service on this occasion. Staff members did not pass on vital pieces of information.
I initially phoned 3.10pm and told the operative exactly what the problem was, (a hose had split, so this was a simple case of replacing the hose and we could have been on our way.) This information was not passed on, so when the repair man arrived to my vehicle, he did not have a hose on board, so could not help, meaning we had to wait for recovery. I had to chase up the ETA of the recovery truck three times, and explained on the second call that my phone battery was almost dead, and to call my mother in law's phone instead (she was my passenger.) Again this information was ignored.
The recovery guy eventually turned up at 7.15 pm and we finally arrived home at 9.15 pm.
We were at an outdoor event when we broke down, when I made the initial call, there were still loads of people around. By the time we were recovered, we were literally the only two people left in a field. We had plenty to eat to start with, but by the time we were recovered, we were pretty hungry and thirsty, and my mother in law, who is diabetic, was hours overdue in taking her medication (we hadn't expected to be out for that long, so she hadn't taken this with her.)

We have had really good service on a couple of occasions from Gem, hence staying a loyal customer, but this is the second occasion where we have had and extreme wait due to miscommunication by the call handlers.

  • Speed of response

  • Customer service

  • Value For Money

By Gem Motoring Assist

Written on: 21/06/2016

Dear Member,
Thank you for taking the time to comment.

GEM has been a trusted, independent breakdown assistance provider for 40 years. I was sorry and disappointed to read that the service you received was below our usual standard.

I have passed your review to our Customer Relations department for their investigation.

David Williams MBE
Chief Executive

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