Appaling Recovery Service

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★★★☆☆
2.6
41.0% of users recommend this
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Boxter's review of Saga Breakdown Cover

“Appaling Recovery Service”

★☆☆☆☆

written by Boxter on 30/05/2012

Reported problem to Saga 11.30am. Told somone would be with me 12.50. Got text saying delayed & would be 13.05, came 13.30 (2 hrs in total). AA man looked at my car & said I needed recovery. He reported it in at 2pm & I was told about 4pm. Received a text from Saga saying 15.35pm. I arranged with my local garage, 1 hr away, to get it to them before 5.30pm, when they closed so I could leave car & get courtesy car for work next day. Phoned Saga to let them know it was important that they got to me no later than 4.30pm. 3.50 pm Saga told me recovery truck 15 mins away. After several more phone calls by me, as they were not very good at updating me I was told everytime they were 15 mins away, which was clearly untrue. What made it worse I was paying 14p a minute for the pleasure of every call & had to go through the automated messaging before speaking with someone ON TIME RECOVERY(OTR) arrived just after 6pm, total of 6.30mins wait (4 hrs for OTR). Ended up being taken to OTR Depot 5 mins from my garage at 7.15PM. I was assured car would be delivered early next morning. Checked with garage at 2pm, no car. Contacted OTR who told me they were very busy couldn't confirm car would be delivered to garage that day. Contacted Saga to request they chase the company & was told I was not a priority as car was unaccompanied & I was not vulnerable. I was told it was no longer their business as they were recovery & that I should contact the complaints dept. I asked if I should have slept in the car overnight, & reminded them that it was down to them that the car was now unaccompanied & that the recovery from the day before was not complete & therefore it was still their business. Wasn't able/allowed to speak with a manager. Whole experience was bloody awful, neither SAGA or OTD (I ask myself OT for what, should OTD be prosecuted for false claims) have any idea about customer satisfaction, or what is reasonable to expect from a recovery service I was given the impression I should just be grateful when they turn up as they are very busy !!! I won't be insuring my car with SAGA again or buying into insurance company recovery service as it seems you are at the bottom of the pile when it comes to being 'recovered' If anyone has any good experiences & recommendations of who to get recovery insurance with, would appreciate the information. Car got to garage appx. 4pm total of 28.30 hours after call out !!!!

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