G E M Motoring Assist

What a con. I was expected to 'know' what was wrong with the vehicle and decide whether it needed roadside assistance or a tow truck as apparently I couldn't have both. They in breach of their own clause! They couldn't also give me an ETA but did say 'at least 4-5hrs' so their website is incorrect too. I was alone and it was 23.30 and I am a vulnerable adult. The level of customer 'care' I received was frankly abysmal.
Feb 12th, 2023

I broke down on my scooter at 8pm on Sunday night. Was told any assistance would be at 1am at the earliest. Got myself home and asked for assistance to be provided at 12:30 the following day. Rung up and it hadnt been booked. In the end recovered my bike myself. Been with GEM for 5 years now and never needed them. Wont be renewing next year for sure
Jun 11th, 2022

Mar 1st, 2022

Excellent efficient service. Engine management light came on while we were on holiday. Called GEM, they arranged a 2 hour slot convenient to us, arrived on time, diagnosed and cleared the fault. The call centre operator and mechanic were both helpful & polite. Can't ask for anything more.
Feb 27th, 2022

What a nightmare I had with GEM. I had a flat tire in Cambridge on a Friday. I called GEM at 1:30 and the first person got there in good time but said I needed a tow truck. He put in an order for a tow truck but said if I didn't hear back in 15 minutes to call GEM. I didn't hear so I called, only to be told, "someone else has your file open, I'll transfer you". I was on hold for another 20 minutes before the first person came back and said, "the person who had your file open has now gone home, so I'll help you." which I found unbelievably bad service. I was a woman, sitting alone in my car and they just left me on hold. It then took another 2 HOURS for a tow truck to pick me up. I got home at 6:30pm, 5 hours after I first contacted GEM. Needless to say we will not be renewing the service.
Oct 13th, 2021