Not worth the money
From 2386 reviews
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“Not worth the money ”
★☆☆☆☆
written by mlruirod on 09/05/2019
Visit www.motoringassist.com
I purchased this breakdown cover because it was advertised as award-winning. I have been a member for almost 3 years and I only need a recover once, a few months ago and it was a very bad experience.
They sent only a recovery car with no intention of fixing the car as the driver was not even a mechanic and could not help at all. He only brought a machine that reads what the problem is by connecting it to the car, so the problem was that a cylinder of the coil pack misfired. It could not be fixed at the moment as this person didn't have tools or parts to repair any simple problem like that one was. It was Sunday so all the garages around my area were closed and I needed the car for Monday morning to go to the airport- I had to cancel car park at the airport and pay for a taxi ti get there because they didn't fix the car.
In addition, the guy told me that I had only 10 miles covered to take my car to a garage which it really surprised me as I am paying for the recovery EXTRA. A waste of money and will not be renewing with them in the future.
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- mlruirod's review
By Gem Motoring Assist
Written on: 13/05/2019
Dear GEM Member,
We were sorry to read that the service you received to your recent breakdown was not up to our usual high standards.
We would like to investigate to see what went wrong on this occasion, especially as the information regarding the 10 mile recovery is incorrect.
Please contact Customer Services, using any of the contact options found on the ‘Contact Us’ section of our website.
Kind regards
The GEM Team
Border-Reiver's Response to mlruirod's Review
Written on: 29/05/2019
Evidently it was not a "simple" problem. Your problem description is somewhat vaguely non technical!
A man in a van cannot be expected to carry an infinite number of parts and tools to solve every conceivable make of vehicle and a potential breakdown. Hence the reason repair garages exist. " It was Sunday...all garages were closed..." is not GEMs responsibility.
If it was "Home Recovery" the limited cover is explained in the literature.
I am surprised you didn't expect GEM to provide the taxi to the airport on the following day!
Mlruirod's reply to Border-Reiver's Comment
Written on: 29/05/2019
The problem was that the coil pack needed to be replaced because one cylinder misfired-simple problem to fix if they had brought any parts or tools with them!
The same thing happened 5 years ago to my partners car whilst I had it. At that time, when I called the AA which was his breakdown company, they came with a van and some tools, they found what the problem was and they replaced the coil pack.
When this happened to me this time, GEM didn't do anything to try to fix the problem- even though they claim in their website that they try to fix the problem and if they can't then they will take it to a garage. They didn't try to fix the problem at all! They just sent a recovery car- no tools, no parts, not even a mechanic- so why do they advertise what they don't do? And they said they couldn't take me further than 10 miles when I pay the EXTRA cover.
I only expected to be covered in the way they claim to do.
Border-Reiver's reply to Mlruirod's Comment
Written on: 29/05/2019
Hope GEM Customer Services resolved the issue for you.
As you are aware, unlike the AA, GEM do not maintain a breakdown fleet or employ the personnel but use local businesses to respond on their behalf. I sympathise if they failed to provide a good service.
My own encounters have all been positive. Two notable events were, when a rear tyre blew out on a Glasgow motorway leaving me stranded at the end of an enter slip unable to free the wheel nuts. Recovered to nearest tyre dealers. Unfortunately delay meant missing the last Mull ferry and had to book into the Locholine hotel overnight. Next, a recent event, requiring a car and caravan recovery from Scotland to Carlisle. Blair Atholl Garage deserve a special mention for their services.
So I must give GEM 5* based on my own experiences and will remain confident that help is available. Apart from the tyre replacement and then the car repair the considerable recovery costs were covered by GEM.
All adds to the he joys of motoring...