written by TMC77 on 20/07/2019
I had need to call after a break down with my 2yr old and my 6yr old around 5pm. Call centre staff were amazing very friendly said all the right things. When local company arrived at 8.20pm he was rude, made me get up on trailer holding my 2yr old to get car seats out and did not help put them in the high cab. Got a mobile phone message and read it as he was driving around the roundabout. Made no attempt to diagnose or fix problem with the vehicle said "can't be bothered to fix it " to my neighbour. I emailed the complaint department email that same evening and have not heard anything since - no acknowledgemention of the issues or response to my email. I will never use this again I have gone to AA instead and would definitely not be recommending Assist to anyone, they have completely let me and my family down.
written by barleytony on 12/06/2019
a bit disappointed that as the small print says "we will choose whether or not to go out and rescue you or not if we decide not we will find someone to take the job on and you will pay them and you then submit their invoice to us and we will re emburse you in due course I for one do have enough funds out of my pension to pay for what could be a very major expence Old adage ..you get what you pay for This is how I read your terms and conditions
written by Maryziggy on 12/06/2019
Spent an extra £8 than my renewal quote as couldn't get online renewal link to work. When I rang them to renew at my quoted price was informed it was an IT problem and they would email me back. Never did. Hence paying £8 more not being able to renew my quote using email link.
written by micklezzz on 22/05/2019
After ringing you regarding a change of one of the vehicles on cover i would have thought i would have received confirmation on both vehicles now covered, but nothing. I am also expecting cover certificates in the post so these can be kept in the cars in case of breakdowns. but as of now Nothing but you have taken the fee.
written by Taylor156 on 01/05/2019
I have been emergency assist customer for last 2 years. Upon renewal I received a quote which £45. In last 2 years I never make a call out. I called the customer services, one day and waited for 15-20 min no response. I hung up, (this was during business hours and on normal weekday ) . I tried next day and Someone did answer I asked that it is more than last year I paid and I have never made a call out. This is for me just in case, I keep my car in good condition. Because my car is more then 10 years old I have to pay this amount for renewal. Anyways She reduced it to £35. And in the same week I saw they are selling their covers to new customers for £32 on groupon if they have even 10 years old car. So I called again and they reduced it to £32. So Even if you are customer for long time they don’t give you discount they charge you Breakdown Premium
written by mariejackson on 12/12/2018
I need to know who to contact in the event of a breakdown.I have no contact details.
written by fionaedgar on 10/10/2018
When ordering its says homestart after purchase it tells u u must be 1/4 mile from home not what is advertised. Homestart!!!!!
written by Reviewers24 on 03/10/2018
Made the call at 7pm to be told National didn't mean National. When you buy National recovery You think that they will recover you home (or to a garage your choice) from anywhere in the country. I was told 'National' only refers to where they will collect from and that they have a range of 21 miles. This was great news to hear as I was with my 5 yr old and miss on a Sunday Night 84 miles from home. 21 miles would put me 25% closer to home but I would still be screwed. I was told they could only go 21 miles to a garage or home, as home was outside that range it wasn't an option. I asked what sodding garage was open at this time of night!! I needed to get home 21 miles wouldn't cut it. As I had Bluetooth on my 5yr old had heard and understood enough to get upset about the thought of not getting home. They then v. v. Very reluctantly agreed to take me home. They said it would be a 90 wait. Great the area I was I had a 90 min time restriction. I waited 80 mins with no info, so I called back to be told as my car was soo big and I had 2 pass + myself they didn't have anything that could handle us. My car is a zafira not a stretched limo. 3 people isn't an excessive number of people to carry in a car. Well I finally at 9pm (30 mins over my time limit for parking) got a call from a recovery firm saying they would be out to get me. I explained where I was very clearly. A couple of mins later they phoned back to confirm my destination. I was then told they don't go that far, especially not at that time of the night. They would have to arrange for a swap over down the line. Well when he arrived I said what had happened where I had come from, I was shocked and annoyed to find out he is based 2 mins from my starting point and been sitting around waiting for a job to do since 4pm... He said No one called him til 9pm even though they know his one of the only vehicles big enough to do the job in that area. We got to the limits of where he could take us and was told to drop us and leave. It was about 11pm and a cold night and my child was asleep in his warm cab. Thankfully he said I can't just leave and he would wait for the other truck. He said he couldn't drive away without making sure we was safe and warm. They was a big R.T.A on the northbound lane of the motorway which meant the second recovery vehicle was delayed by over an hour. I was soo thankfull for the first driver to allow us to remain in his warm cab. The second vehicle took us home and we eventually made it home for 2am. A journey that normally take 2 1/2 hrs took 7 hrs. What was more frustrating was when I lookec online it say local recovery has a limit of 25!!!! Miles. So why was I told 21 for national. Not impressed now looking for new breakdown cover, who don't mislead.
written by Lynnu on 03/08/2018
The only time I have needed a call out away from home I was told that nobody would come out unless I rang a garage first in case they couldn't start car! As I didn't know area and was alone,that was impossible. A stranger jump started it for me eventually. I am totally disheartened with this service!
written by 1976McDermott on 01/08/2018
Renewed the policy ahead of renew date. I tried to cancel but was on the phone trying to get through for over an hour. Promised to call me back but never did. I now have to start all over again in order to cancel this policy. I don't like the fact that there is no formal paperwork.
written by Immanuely1962 on 02/06/2018
on a breakdown you don't have an onward service once the car has been dropped off at the garage leaving your clients high and dry.
written by on 02/06/2018
I was sent a renewal letter 6 days before my policy was due to renew - the letter thanked me for taking out another years breakdown cover but I hadn't even agreed to! The letter advised that payment would be taken within 7 days of my renewal date which was 1st June - however payment was taken from my bank account the very next morning - allowing me no time to cancel!! Very naughty - I am not a happy customer!
written by MartinEdwards69 on 30/05/2018
Please see letter of complaint. I cannot afford to waste any more time drafting out a letter. Not acceptable.
written by swLane196 on 30/05/2018
Car broke down and couldn’t get it started, called assistance who came within the timescale and started my car up. I was told the battery needed replacing but he had no tools to check the battery status. Given the time of the breakdown in the evening it was not possible to get the car to the garage. Following morning Car wouldn’t start again so callled for assistance but declined as they wanted £98.00 to come out as the operator reckoned it was the same fault. It wasn’t it was actually the starter motor that had failed and not the battery as initially stated. Surely a breakdown in the evening should have got the car to the garage without trying to charge me £98 the following morning.
written by FOGGY1974 on 16/05/2018
Having bought a new car I had to change my details to the new car details. This costs £5 to do on line, found out at the time that there is a 48 hour period after changing car details where you are not covered, Emergency assist call this an inception period. I was going away the next day so this is not what I wanted to hear, going away with no breakdown cover, not good really. I do not understand why there is a 48 hour inception period when all there is to be done is to change car details over from my old car to my new one. Basically I paid £5 fee for 2 days less breakdown cover, work that one out. I emailed Emergency assist and told them I would not be renewing my membership nex year and this was the reply : Good morning, Thank you for your email. We are very sorry that you feel that the 48 hour inception period is unfair, I will pass this on to our feedback team for you. I have also removed the automatic renewal feature on your policy also. I have not had to call them out to a breakdown so I can not comment on that.
written by JerimiahPowers on 20/04/2018
Practically impossible to get through to general enquiries by phone and no response to emails sent. Have not used in breakdown yet but first impressions not good
written by on 19/04/2018
I got an auto renewal on my policy (current policy expires tonight). I rang up to say I'd recently changed cars and wanted to update my new policy with the new car (I wasn't bothered about the my current policy as only had a couple of days to run). I was told there was a £5 admin fee to change (even though my new policy had started yet). I thought this was completely inflexible and unfair. I've cancelled my renewal this morning (for a full refund and confirmed no cancellation fee will be taken). Would have kept renewal if car details could be changed on a renewal policy that hadn't started yet.
written by ericholmes on 18/04/2018
Having broken down, my engine cut out, at home in Bognor Regis, I had to wait over 20 minutes for my call to be answered. I was told that I would probably be towed to a local garage because generally they can only assist with flat batteries or punctures!! I later received a call to say the engineer would be with me in Blackpool in 30 mins.What! I live in Bognor. They allocated my job to an engineer in Lancashire where I used to live last year. My current address is on my documents.
written by Landine1949 on 09/03/2018
I wazwith them then my renewal ran out. I changed cars so when I went to renew they wanted to charge me more. So I tried to contact them but phone & various emails. No one ever got back to me. If that's their level of customer services then it's a joke!!!
written by Nancyv163 on 09/03/2018
Have not needed to use the breakdown service but the documentation received after purchasing, is scary, with loads of exclusions which are not clear so one is not sure of actual cover provided. Would be better if there were clear, short itemised lists of events which are covered or not covered plus level of service to be expected.
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