Let me explain again
I put the wrong fuel was put into my vehicle. Upon breaking down half a mile from the service station on the M6, I called my insurance company to find a solution to the unfortunate situation. We have no issues with the insurance company.
The insurance company transferred the call to the RAC with the intention of the RAC returning us and the vehicle home on a recovery vehicle.
HOWEVER the RAC sales agent hijacked the insurance company's direction by first planting a seed of doubt into our heads by suggesting we may have to pay excess insurance fees if we were taken home.
He then gave us the option of paying £250 to the RAC. We were told that we would be dealt with within 45 mins and we would be on our way and able to reach our destination after the necessary fuel drain. This would eradicate the need to be taken 169 miles back home.
Just to clarify this would be a new transaction and for the RAC to take over the situation, nothing to do with the insurance company.
This was discussed during a mobile phone conversation on the side of the M6 motorway. NO Terms and Conditions were expressed or offered. ONLY that we would be seen within 45 mins.
Various promises of being called within time frame were not adhered to, but the main issue is that we were not attended to for over 2 hours and thus this broke the verbal contract.
The RAC have a recording of the conversation.
Two letters have resulted in them not addressing any of the issues we have raised.
The issue is that after verbally agreed and then paying for a service, the service agreement was not honoured.
The RAC eventually attended over two hours later to but we are not satisfied as it was quite spectacularly not in the time scale offered.
If we were offered a fuel drain but within the agreement we would be seen within two hours, we would have opted for the drive home on the back of a recovery vehicle.
Can you clarify the law with regards XXXXX XXXXX contracts please AJ.
In one reply the RAC suggested they are not liable due to their T+C, however (i) this only related to if you join to the RAC and we simply paid for a service and did not join (ii) we were not told of any T+C over the telephone and were not aware of them.
Thank you for your time, I hope we can get this matter addressed and reach a positive solution.