written by DillanReynolds410 on 13/01/2024
Called as my car would not start As I had called them out 4months ago for the same thing They asked for proof I had changed the battery Emailed them a screenshot of my receipt Not good enough as I had the battery changed and fitted at Halfords they had no details the car the battery was fitted to was mine . The woman on the phone was very curt and cruel even as I explained I had a broken ankle and had to go to hospital she said sorry there’s nothing we can do . Disgustingly bad company . Had to ask a neighbour for a lift . Romaine Syme
written by Deeswife on 27/11/2023
If I could give less than1*I certainly would. I had spent the day at a retreat centre, that was obscured from the road. I had a flat battery, and was in a major city, so assumed that this would be dealt with quickly and efficiently. The wait time to speak with an agent was ridiculous, and a recorded message asked that, when prompted, I give my location with relevant landmarks. I was parked outside a huge car showroom and mot centre, that had properties on both sides of the road. I could park there because it was a Sunday and they were closed. So, I gave these properties as a landmark. I was put on hold, and then informed that they would not attend, as the policy excluded assistance when in a car is in a repair centre. I was parked outside a closed repair centre, on a Sunday night in the rain, 50 minutes away from home. I could not reason with the agent, it was like speaking with a robot. He offered me assistance outside of my policy, starting at £120. So, as a disabled 65 year old woman, I had to sleep in the car until morning, when the offending repair centre opened and assisted me. Totally disgusting company with no assistance in an emergency.
written by cwillsher on 25/08/2023
Just to advise that this company (Emergency Assist Ltd) is clearly a call centre sham operator in the Emergency Breakdown sector. I have been researching them since they left me stranded in the New Forest with a simple flat battery - this on their Premium Breakdown policy! I spoke to 4 operators and supervisors who all refused to send help, claiming 'human error'. This despite their listing stating '...our Premium with excess breakdown cover is specifically designed for the average motorist who wishes to be covered in every eventuality.’ Clearly not! They won;t even come out for a simple jump start or refuel. Mine is far from the worst review I have since read about them. They are clearly just a call centre sham with no intention of sending help. Read their 1-star reviews on TrustPilot (not the fake 5-star ones they pay for) or visit their, seemingly unmoderated, Facebook page where it is clear that countless, vulnerable customers have been left in danger at the roadside. I am alerting Trading Standards, the Finacial Ombudsman, BBC Watchdog and anyone who might be interested. I suggest you all do the same. Drive safe!
written by Mario326 on 23/06/2023
Avoid Avoid Avoid, they will suck you dry. I got a breakdown callout and the recovery guy was reluctant to take my car to a garage. They then charged me £98.40 for cancelling when I never. The complaints dept are like talking to a brick wall. Avoid them at all costs, pay the extra and go with the usual names which is what I will be doing from now on.
written by Paulstrood79 on 19/06/2023
Absolutey useless . Do not waste your money . Had engine management light come on then car went into idle mode, eventually car wouldnt start. Had to pay 300 plus pounds to be taken home . Think again before you waste your money ,they might be cheap but please read the small print. Thought that a car breaking down and not starting would be covered . Will never use this company again
written by JMB74 on 15/06/2023
This is my second year with emergency assist recovery service and with my car breaking down on Friday, I though this would be sorted pretty soon. This is obviously not the case. Both agents I spoke to on Friday pretty much said that because the car still drives (with a big red warning light saying 'stop vehicle, vehicle too low), they would not recover my vehicle... Intimating that I should drive the vehicle in a dangerous condition. Bearing in mind, the suspension has completely collapsed. This would've been exceptionally dangerous. To add insult to injury, both agents also hung up on me. Not very professional. I eventually got home much later that evening. Saturday morning, I spoke to Anwar who was much more helpful. He even offered to waive the extra 7 miles difference to get my car to Mercedes in Stevenage, probably because he realised just how badly the two on Friday had messed up. Everything was agreed by Anwar so fast forward to today, the following Tuesday. A wait of over two hours for the recovery agent who stated in his call to emergency assist that my car would need a tilt and slide or hiab due to how low the car is. He'd arrived with the wrong kind of recovery vehicle. I heard him tell emergency assist this... I then get a voicemail stating that I need specialist equipment due to how low the vehicle is... Not what I heard the agent tell them. This whole experience has been awful. I had to arrange my own recovery due to this useless company. Funnily enough, the recovery agent I arranged had no issues recovering my vehicle. Emergency assist refused to send a tilt and slide recovery truck but instead tried to extort well over the £350 to get a hiab out to me. I'm guessing just another way to make money whilst having you over a barrel. My advice... Don't use this company as they'll attempt to worm their way out of doing what you've paid them to do. Their premium cover is about as useful as the proverbial chocolate teapot! You have been warned. UPDATE I had to arrange my own recovery at a cost of £170 because these sham artists apparently consider a tilt and slide recovery truck as specialist equipment. It's not. A hi-ab is, which is why they insisted that my vehicle could only be recovered with one! At my expense... Isn't it amazing that the recovery firm I used and paid for myself, sent out a tilt and slide recovery truck and as per the photos, had my car loaded and ready to go in 10 minutes. I've been trying to recover my £170 from this joke of a company because they haven't done what they're supposed to do but was recently told that they will not be refunding me this. There really is no point to this company and it would appear that the CEO doesn't really care about it either. Out of principle, I'll be seeing this lot in small claims court. I also am very dubious about any 5 star ratings given the sheer incompetence I've experienced. I'm if the opinion that these have been bought and paid for, to counter balance all the 1 star ratings they've got. This company would get zero stars if it was an option. And no, I won't be contacting customer care team in your complaints department. They also refuse to do anything over the phone. Instead it's a looonnnggg drawn out process via email. Pathetic UPDATE I'm guessing my application to the small claims court worked... The bosses must have reviewed my case and seen the absolute incompetence of the buffoons working for them. My advice. If you think you're in the right, keep all evidence, request all transcripts of conversations with them and put your claim in. Took me about 45 mins to complete the claim and pay the £35 court costs. I got my costs and my money I had to fork out for a competent recovery agent, paid back in full. Don't stand for their nonsense. They know they're rubbish and until you stand up to them, they'll try and get away with poor service. Just don't use them.
written by on 14/06/2023
I was following an ambulance that was taking my gran to hospital when there was a loud bang and smoke from my car. My exhaust had half fallen off. It was really scary. Once i'd caught my breath, I thought, it'll be ok, i have breakdown, I'll just call them and they'll send someone to get me to a garage. I couldn't have been more wrong. The man in their call centre was so rude, and basically said, they would only send someone if the engine stopped working, nothing else counts as a breakdown for them. If i could still turn the key, and the lights come on, no one would be coming out. I asked him to show me where in my contract it said about only coming out for engine failure, he couldn't. I explained that not only was I on my way to the hospital A&E but I was also disabled, and now stranded in a broken car, he just laughed at me, saying he doubted I was disabled, and continued to be rude. He said he didn't care about the smoke and the exhaust hanging off, the engine still worked so I should just drive it to a garage. But even if I could have got the car moving, dragging the exhaust along underneath, google seems to think that's not legal, and would cause even more of the fumes to be breathed in, as well as being a risk to other drivers. I asked to speak to his manager, he refused. The only consession he would make would be to charge me £890 for someone to come out! I truely don't understand how a company, or another person, could ever treat anyone like that. They don't deserve one star. Any money given to them is a waste of money in my opinion.
written by RonnieCarson234 on 28/04/2023
My Daughter broke down on a motorway,She waited more than 20 minutes to get through to someone.Still she could not get to speak to someone. When I phoned on behalf to report the breakdown,this was about 8.30 pm,the estimated time of arrival would be 60 to 90 minutes. She was still on the motorway slip road at 10 Pm and was then advised the estimated time would be around midnight. She was left with 2 very young child in the car. What an absolute appalling service. In the end the Motorway patrol came to her assistant and helped her out. I cancelled the callout and was told they would still charge her £98 pound would be charged. The charge will be contested and the company will be slated all over social media. DO NOT USE THIS COMPANY IF YOU NEED HELP
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