Emergency Assist Ltd

Service: Car towing
Apr 30th, 2023

Steer well clear of this company! Starter motor went on my car so called up Emergency Assist Ltd as couldnt start the car. I had to wait around 30 mins for my call to be answered at around 11pm on a Sunday night, so not a very busy time I can imagine. I have the premium membership which covers me for national UK recovery, but was told on the phone they wont recover me if my home address is more than 50 miles from where the car is broken, Id have to find a local garage. Well a local garage isnt going to be open on a Sunday evening. Luckily I was within the 50 miles but find this absolutely shocking. Id have been stranded in the middle of nowhere at 11pm if I was further than 50 miles away! I was also threatened with the 98 cancellation fee! On a positive note, the local recovery guy who recovered my vehicle arrived earlier than stated by Emergency Assist and was extremely helpful and friendly. I would completely recommend Rogers Rescue in Kidderminster! I cannot say the same about Emergency Assist Ltd. I more than likely wont bother renewing my membership and will just go elsewhere to a more reputable company like RAC, AA or Green Flag.
Apr 29th, 2023

Do not buy this 'breakdown cover'! They find any excuse to avoid coming out to you and go against their own contract. Car broke down over a month ago we rang to enquire about recovery but didn't go through with it as we pushed it home. Car was then fixed and drove fine but had another unrelated breakdown today. Call handler arranged recovery for the 6 minute drive home but then rang back 1 minute before the arrival time to say they are refusing to recover the vehicle due to the call the previous month (which they didn't attend). When asked why and what part of the contract we had breached I was put on hold for around 10 minutes while the call operator looked for reasons to not recover the car. He first pointed to point 5 on page 6 of the Emergency assist Membership wording that claims they will not come out for a problem they have previously attended in the last 60 days (they didn't attend). When the call operator was told they didn't attend, he agreed with me that I didn't break that aspect of the contract. I was then put on hold again while he searched for another point in the contract. This was point 4 of page 6, which stated that IF REQUESTED we must provide proof (invoice etc) of any work that has been done in the recent past. This was not requested at any point up until this moment, we do not carry servicing receipts in the car. Call operator said this is because we must prove it is a different fault to the last time they attended (THEY DID NOT ATTEND). Call operator accepted that they do not know the previous fault so would not be able to say if it is different to todays faults (as they didn't attend). Call operator then said he will do us a favour and charge us 125 to be recovered to a garage they select. We would then be forced to pay for an extensive service to identify the fault, and if this fault was deemed to be the same as last time (they would never know that as they didn't attend) then we would have to pay the entire bill. (As we couldn't trust them to stick to their own contract, we couldn't trust them to to do this again and let us foot the bill). Call operator was clearly a novice who was being fed information by someone else. I asked to be put through to a senior operator, was put on hold again for several minutes, he said they were away at the moment. when asked when they were back I was told they have gone home for the bank holiday so will not be back until Tuesday. I then asked if they would come recover it tomorrow if I could send the invoice for the previous fix when I got home. I was told this wasn't possible, it would break point 4 and 5 of page 6 again and explained as I have rang up today about a problem they will not recover tomorrow as I would need to prove that the recovery tomorrow is for a different fault to today. And I would need to provide invoices to prove this. All in all an absolute shambles, quoting contract breaches that weren't contract breaches, all for a 6 minute recovery. Stay well away.
Apr 28th, 2023

Terrible service, refused to recover my partner when the vehicle got a flat tyre ( a woman, travelling alone at night-stranded in middle of nowhere) they tried to argue for nearly an hour that it she had hit a pothole and was not covered- this was not true- please shop around for better cover rather than find out the hard way when you breakdown Service: Car towing
Apr 26th, 2023

Bogus company. Like getting blood out of a stone. There's a reason they provide breakdown cover at a much lower price than well known providers. AVOID!!!
Apr 26th, 2023