GEM Motoring Assist Breakdown Cover Reviews

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Latest Reviews

★☆☆☆☆

“Daughter lef waiting for three hours”

Written on: 15/08/2014 by Pete_C (1 review written)

In the past I have been very pleased, with service from Gem Assist, but sadly all that changed. My daughter who is named on my policy, needed recovery, she called just before 9pm, to be told it will be about an hour, but will text her with breakdown operator info, an hour passes with no contact so she phones again, there is no record of her previous call, as there was a shift change at 9pm. 10pm calls again, more promises of texting details and an estimate of 1 hour wait. 11pm still nothing… Read Full Review

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★☆☆☆☆

“Like standing at the side of a busy motorway for hours ?”

Written on: 17/06/2014 by Jaycee38 (3 reviews written)

Broke down at 18:00 on M6 right next to Birmingham on a stretch of road with no hard shoulder. GEM promised driver would be with me within an hour. Truth of the matter is driver was with me in 2 and half hours ! Pick up sent from Milton Keynes and no I don't live anywhere near MK. Call center agreed that the service was poor and could not explain why they had sent someone from so far away but could do anything about it. Was promised a call from a manager that never materialized I couldn't… Read Full Review

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Gem Motoring Assist's Response to Jaycee38's Review

Written on: 23/06/2014

I was sorry and disappointed to read that the service provided to your breakdown was below our usual standard.

As one of the few remaining independent motoring clubs GEM strives to provide a first class service to all members. Very occasionally things do go wrong and if they do we investigate thoroughly and take appropriate action.

If this anonymous complainant lets us have details we will certainly do our best to rectify any error.

Regards

David Williams MBE
Chief Executive

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Jaycee38's reply to Gem Motoring Assist's Comment

Written on: 25/06/2014

This is a genuine experience and I did not post this anonymously and would be happy to speak with Mr Williams not sure how I could contact him though !

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Gem Motoring Assist's reply to Jaycee38's Comment

Written on: 27/06/2014

Thank you for your response.

You can call the main office number (Mon - Fri 9am - 5pm).

David Williams will be available on 2nd and 3rd July.
Alternatively you can call our main office (number as above) to speak to our Claims Manager who will happily assist.

Regards
The GEM team

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★★★★★

“Excellent Experience”

Written on: 15/06/2014

We would like to share our experience after breaking down and how amazing the whole experience was from the initial conversation to bring picked up by the recovery truck. The guys picking us up were amazing and very professional making our whole experience stress free… Read Full Review

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★★★★★

“Couldn't be better!”

Written on: 13/05/2014 by Peyton412 (1 review written)

Had to use the GEM breakdown service for the first time last bank holiday Monday when my car refused to start after I'd popped into a shop for five minutes. I didn't have my policy details with me and had very little charge on my mobile so was very relieved when the person at GEM who took my call found my details really quickly and was very efficient. The recovery truck was with me within 45 minutes as promised and took me and my car home as it wasn't immediately obvious what was wrong with… Read Full Review

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★☆☆☆☆

“worst service....do not buy it....”

Written on: 14/04/2014 by Destineee450 (1 review written)

Call the recovery at 8.30pm and it is now 1am in the morning and do not have a recovery. We are all tired and fed up. I am waiting with my wife and three kids. They have been giving all kind of excuses but I will never ever use them again....worst recovery service of UK....WILL NEVER RECOMEND… Read Full Review

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Gem Motoring Assist's Comment

Written on: 15/04/2014

As one of the few remaining independent motoring clubs GEM strives to provide a first class service to all members. Very occasionally things do go wrong and if they do we investigate thoroughly and take appropriate action.

If this anonymous complainant lets us have details we will certainly do our best to rectify any error.

Regards

David Williams MBE
Chief Executive

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★★★★★

“Very impressive service”

Written on: 18/02/2014

The Gem mechanic arrived slightly before the arranged time, which gave us a very good first impression. My Toyota Prius, being a hybrid car, is not the easiest car to deal with, but the mechanic obviously knew immediately how to correct the problem I had had with the battery and the Prius key. He was polite, cheerful and confident,and soon had my car back on the road. TH=hankyou very much for such an excellent service… Read Full Review

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★★★★★

“Always excellent service.”

Written on: 04/12/2013 by Nowtotallyannoyed (1 review written)

As a member for very many years, I have used the service only 5 times. The major part of my exhaust fell off whilst I was 60 miles from home. I arranged transport back home myself, and GEM met the bill very quickly. A flat battery at Heathrow was dealt with within the hour. Whilst at home a leak on the steering hydraulics drained all the fluid. The vehicle was transported to my garage by appointment; a lock-out of the car by leaving the keys inside, whilst in a very remote part of… Read Full Review

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★★★★★

“flat battery”

Written on: 16/11/2013

Breakdown vehicle at the scene within 40 minutes and operator got me going within a few minutes. Paid by credit card, receipt posted to gem claims and email received within 24 hrs of posting the receipt 2nd class to say repayment would be in the bank within 48hrs Ten out of ten for GEM and the postal system… Read Full Review

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★★★★★

“Wonderful, caring assistance for me and disabled passenger”

Written on: 26/08/2013

Our car broke down on way to holiday. We were quickly picked up and taken on to our holiday destination. At the end of our holiday, GEM returned, collected myself and my vehicle together with all my wife's disability equipment and our luggage, returning us and our belongings to our home in a smooth, friendly and stress-free way. Can't praise them too highly!… Read Full Review

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★☆☆☆☆

“Do not use”

Written on: 11/08/2013

Cheap price but. As others have said very slow to send recovery agent (Parker fry ) the recovery driver didnt know what he was doing and most of the time he was on the phone so if you breakdown don't use Parker fry or gem . I will go back to the rac… Read Full Review

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★★★☆☆

“Great Service but now no loyalty to established...”

Written on: 01/08/2013 by ginettag17 (1 review written)

I was a member of GEM for 4 years and had great service during the 1 breakdown during that time. The people are friendly and there is even an interesting Magazine. However, as an existing menmber of 4 years standing I have just been quoted £115 for renewal [up 20% from last year ]. Looking on the website the price is £96 for new customers. Sadly GEM have gone the way of the RAC and AA and are now relying on taking advantage of the 'inertia' of their existing customers. I'm saddened by this… Read Full Review

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Gem Motoring Assist's Response to ginettag17's Review

Written on: 02/08/2013

Sadly all of our competitors use introductory offers to gain new business. Regrettably GEM has to follow this trend. We have a market leading retention rate of members at an amazing 80% but in order to keep our prices and services at a competitive level we do need to encourage new members to give us a try replace those we lose.
We feel that we do reward loyalty by maintaining our prices and the level of service at such a competitive level, but to do this we have to ensure that our numbers are at least maintained. Unlike all of our competitors GEM remains an independent membership association with no external backers. We therefore have to match our prices, offers and service levels very carefully indeed. Being voted No 1 Breakdown organisation in the 2013 Driver Power Survey would suggest we have the mix about right .

David Williams MBE Chief Executive.

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★★★★★

“Help arrived in just 20 minutes!”

Written on: 31/07/2013 by RichardSowersby (1 review written)

My car had a battery problem recently. I called GEM for help and was delighted when a recovery agent arrived in just 20 minutes. He was friendly and helpful - and I was on my way again within 10 minutes of his arrival. The pay and reclaim service worked a treat, too. I popped a claim in and the money was in my account within 48 hours. A brilliabt service which I'd have no hesitation in recommending to anyone… Read Full Review

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★★★★☆

“Great Service”

Written on: 05/07/2013

I have been a member of GEM since 1990, they provide a brilliant service giving security and peace of mind, membership covers partners. I was recovered to my home address last week, the Recovery Garage were very professional. I would recommend GEM to all motorists. Thanks GEM. Simon… Read Full Review

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★★☆☆☆

“Disappointed.”

Written on: 05/06/2013

On paper GEM seemed to offer better value than the AA to which I was a member for over 18 years. Unfortunately I had an intermittent fault with Toyota and had to call GEM on 3 occasions. Two times they were over the hour and the third time from call to the recovery vehicle arriving 2.75 hours and this was on a very cold evening. I had a slight accident in a car park with another vehicle and contacted GEM accident management I gave them all the details they required and they did nothing. They… Read Full Review

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★★★★☆

“Very happy customer”

Written on: 30/05/2013

I have had the misfortune/fortune to have to call on GEM twice in the last 12 months, both times when I have been away from home and not knowing the local services. The first time was when on holiday and the water pump went on my car. The breakdown company were with me inside the time specified and dealt with the problem efficiently. The second time was just this week when I accidently locked the car keys in the boot. Being far from home again, there was no way to obtain the spare key. I… Read Full Review

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★☆☆☆☆

“Unbelievably poor service ”

Written on: 20/05/2013 by Victor20 (1 review written)

I have been a member of Gem for about 12 years and in recent years I have needed to use them on three occasions the shortest wait was 2 hours next 2.25 hrs and the last time 3 hours when the recovery driver arrived he was not interested in repairing the car only how was I going to pay as they could not take card payments on Sundays however he would happily take me to a cash point but after contacting his office they decided to allow him to recover my car to my home when I could then pay in… Read Full Review

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★★★★★

“Excellent Customer Service”

Written on: 13/05/2013

Fantastic excellent very efficient customer service, I posted the receipt and claim form for the recovery bill on the Tuesday and the money was back in my account by the Friday, not only that I was emailed on the Wednesday to say my claim had been received and money will be in my account within 3 days. You cant get any better service than that. I have been a member for 15 years and we definitely be staying a member!!! Thank you GEM excellent service… Read Full Review

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★★★★★

“quick and efficient”

Written on: 26/04/2013 by whammo (1 review written)

Whilst having a weekend away we had problems with our car (and a lack of brakes). We phoned around locally to where we staying and nobody was able to help us. We phoned Gem as we had a membership with them and they promptly and efficiently answered the phone and took relevant details. They advised us that somebody would be with us within the hour. We then received a text confirming this. Sure enough the tow truck arrived within the hour. I say tow truck as they had aready advised us on the… Read Full Review

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★☆☆☆☆

“Useless ”

Written on: 22/04/2013 by Tunkashila (1 review written)

1st time I called them out in 2 years after some forced me into the crash barriers on m25 I waited 2 hours. Gem states that they do not use 3rd party. In my case they used 3 different people then after dropping me off took vehicle to wrong place the repairs were waiting for it but was not taken there. Yet another firm green flag were supposed to pick it up Monday morning to take it to the right place but never picked it up until 4. 30 so lost another day off repair time. Gem are no cheaper… Read Full Review

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Gem Motoring Assist's Response to Tunkashila's Review

Written on: 24/04/2013

GEM takes seriously any negative reviews it receives as we pride ourselves on our award winning service. I have replied in detail to this member on this complicated set of circumstances arising not from a vehicle breakdown but a road traffic accident in which he was involved.

The member chose not to use his GEM Breakdown Policy but elected to instruct our Accident Management partner to arrange recovery and repairs etc. He was recovered from a very busy section of the M25 on a Saturday afternoon. Unfortunately due to conditions it did take 1hr 30 mins to reach him.

It was regrettable that the member also contacted his motor insurer hence the confusion of them instructing Green Flag!

Since it was introduced in 1978 GEM Breakdown Cover has always used a network of independent recovery operators and we have never claimed to use “our own people”.

Compared to many of our national rivals GEM is a small organisation. However, we work very hard to provide a first class service for our members and always respond to their concerns and complaints.

These features have been recognised by our winner or runners up spot in each of the past five Auto Express Driver Power surveys and by our Recommended Provider status awarded by Which?

David Williams MBE FIRSO
Chief Executive

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★☆☆☆☆

“Breakdown? 3 hour recovery!!”

Written on: 19/03/2013 by AnnaRebeccaford1 (1 review written)

I have had to rely on gem twice recently. Both times it took over 3 hours for a driver to come out and as they were so late they couldn't get the car to a garage that was open (for a flat battery and then for a wrecked tire) Added to that call staff who apparently couldn't care less? I have no confidence in their service and will cancel my cover with immediate effect. A shame, as the app, magazine and complaints dept are pretty good. But what's the point if they can't provide the basic service?… Read Full Review

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