RACQ Avis 147

ABSOLUTELY TERRIBLE!

I have been waiting since February for an outcome or decision for my claim. The repairer declared it was something claimable and provided the evidence. RACQ stated they never received this despite this being sent to them on numerous occasions.

This is further to the previous incompetence they have demonstrated.

I don’t have words for how useless they have been. Myself and the repairer had to send everything multiple times to them.

Completely useless and dishonest service.

Do not address any services or insurance through this mob of fraudsters.

Can't give them a zero or I would. We pay a huge premium for flood insurance, our house floods and then they say its rising damp...4 months of daily calls, mouldy carpet and they declined my claim...absolutely horrendous experience.

Reena from RACQ Banking Fraud Department was amazing. Someone overseas tried to scam my mother on Facebook Marketplace and we were lucky enough to have Reena answer our call. She was so caring and patient and took time to help my mother out of a troubling situation. She worked through everything with us until the problem was resolved and explained every step of the way. Reena is exactly who you want to take your call if you are ever in a similar situation. Thank you for helping my mother yesterday. Your approach and understanding was very much appreciated.

I paid for comprehensive motor vehicle insurance with choice of preferred repairer. I made a claim and was referred to one of their assessors who happens to also be the repairer. Talk about conflict of interest. Absolutely unethical business practice. Tge assessment was over in no time and I was told by this guy they couldn't get to it until at least 5 months. To just put duct tape over the cracked paint to prevent water getting in under the paint to the metal. He said he had 4000 repair jobs to get through. Low quote figure to get no push back by RACQ. Stated lifetime warranty on work knowing most people don't keep their cars long so safe for them. I left there and contacted RACQ stating all the above and requested to exercise my options for preferred repairer. The quote was double that of the shonky guy so was rejected. I got a third quote which funny enough reflected close to the second quote. This told me both preferred quotes were doing the job correctly but RACQ contacted the third company and said they want to get one of their guys to do a large portion of the work which greatly reduces the cost and quality of the end result. When I spoke with RACQ about my concerns I was told I was allowed to nominate a preferred repairer but on the proviso RACQ were going to outsource some of the work to their guy. I feel I have no option now. I am totally disappointed with RACQ and have withdrawn my policies from them and won't use them ever again. I will also caution anyone who mentions using them, referring to my apauling customer service abd feeling of being swindled.

Zane came to tow my daughters car this afternoon from Brisbane airport at air park 2 he went over and above board to get car onto tow truck took about 2 hours due to position of a concrete pole which made it hard persistence paid off it was very Challenging but finally got car in right position to get car onto truck Thank you Zane for your help it was really appreciated ⭐️ ⭐️⭐️⭐️⭐️

Placed on hold for hours when trying to make a claim. Claims team will never call back and will not respond to emails. The RACQ method seems to be to engage you with a chatbot until you give up.
It took 7 weeks to finally deny a claim on car insurance. Comprehensive insurance from RACQ is anything but comprehensive!

I would like to give a big shout out to Andrew from Clayton’s Towing in Nanango who came to our rescue. We thought we had a hole in our petrol tank but Andrew said we had overfilled the tank & it was leaking through the overflow pipe. We continued on our journey & made it home safely. Thank you Andrew & thank you RACQ

Absolutely disgusting would never deal with this company absolutely rip off policy went up $1000 dollars more than last year for house insurance 😡 and the person that we delt with was so ruid and had a bad attitude

I tried to buy roadside assist online, Put in all my details only to be told had to call a 13 number. The operator only asked me what I had already submitted, except got details wrong a few times. Then told at the end of a long spiel that there is a 48 wait. Not good enough. I won't be going with RACQ.

OMG RACQ - Yes great choice - fast speedy reliable soooo helpful - we've used them twice recently - an Adam for a flat tyre and a tall slim guy for a gear shifter issue - both men were efficient and friendly. Thank you very much.
From reading previous very negative reviews it appears some ( not all ) have arisen because the person has not up-dated their membership or have no membership at all and expect RACQ to rectify their problems out of the goodness of their hearts. Check the T's & C's and get in the real world matey's. !!

I had to re-join RACQ tonight because our membership had lapsed, and I was absolutely shocked by this company’s business practices and its willingness to charge excessive fees in emergency situations.

Not only did they charge the $109 standard membership re-activation fee, but because I needed assistance straight away, I was hit with an extra $140 fee, almost 130 percent more on top of the membership.
Of course I had to pay it, because my son was stranded in the dark alone and an hour from home … but that’s the whole point of having roadside assistance, but it feels like they take advantage of people in desperate situations.

Then to make matters worse, they couldn’t get the car started and it had to be towed, my son was then told it would be a further $170 because the location was over 20 km away.

Honestly, this is daylight robbery! At a time when everyone is struggling, this company is charging exorbitant fees on top of the membership price and capitalising on people in distress.

Really disappointed with how this was handled and how much it ended up costing under pressure. Quite frankly, they should be ashamed of themselves.

Terrible customer service. I had a motorcycle car accident and after making a claim, I heard nothing back for almost a month. Everytime I call for an update, I am kept waiting on the phone for 1 and a half hours! Absolute basket case they are!

I wish a negative five-star was available!!

I suddenly needed roadside assistance, phoned RACQ and discovered I had an issue with my membership renewal (despite auto payments). I've been a repeat, annual client of RACQ for over 20yrs, as were my parents. Instead of extending any goodwill to a long-term client, I was stonewalled with policies and regulations. Whilst my car was stuck on a busy road, in the blazing heat I was forced to be on the phone for over an hour. The disgusting outcome was being then asked to back-pay my membership for 6mths (although never making a call-out request during that time). I was also told I needed to pay an extra $100 fee for now renewing my membership but needing roadside assistance under 72hrs.

In addition, the cost of my replacement battery was over $300 with no option for any other cheaper battery.

The quality of RACQ roadside customer service could not be worse. They have lost a loyal customer spanning the past 20yrs. Do NOT use RACQ unless you like terrible customer service and extortion.

I have been a royal Racq roadside assistance since 2014. I forgot to review it and it was just passed the expiry date. Got an issue for my car with flat battery, called and asked for help. I was treated as a new customer to start a new membership plus a call out fee for $160. I asked if they can waive the call out fee and renew my membership from the time I should pay. The staff who received the call asked me to be on hold, 10 minutes later, got back to me, although you have been with us 12 year, you still need to paid $229 including membership fee and call out fee. 14 years membership royalty means nothing, it's not even worth $100! It's just a joke. They are too big to care, too arrogant to care. Avoid any business with this company and go for the other company who cares about you.

It's difficult to describe how low this organisation is. Dealing with my dead mother's account with them. They are at best unhelpful, but mostly arrogant, utterly incompetent, dismissive and probably a lot worse than that. Avoid them at all costs.

Janelle took my initial call after I submitted my 'at. fault' claim on line. Such an easy resolution and a pleasant person. In less than 10 days I had my car back repaired and looking new. Thanks so much RACQ, Janelle and the assessor.

I got stuck with a tyre blowout out on a mountain road. I called the police as emergency services are the only ones i can call with no reception. The police put me through to RACQ. Racq essentially told me that they would rather me die in the middle of the mountain road cause i wasnt able to pay them the joining fee than to come out and help me with my blow out. I guess the lesson here is to have the right equipment with you when your on the road. I wont be going with RACQ any time soon.

Do not use this insurance company for any policy purposes , contents insurance claimed denied twice , both being legitimate claims , for a company that provides motor burnout coverage they don’t follow through
Happy to take your money every month but not willing to give back
Avoid this company at all costs

I called RACQ as I am a long term member. I knew that I had put too much oil in my car (my fault) and would damage the engine if I drove it. When roadside assist came out they only confirmed what I already knew and offered a tow to a mechanic work shop. I had to call a mobile mechanic to come and drain out some oil. I really think that when I consider how much I have spent on RACQ roadside over the years, more should be offered. Yes, it certainly does pay (cost you) to belong. Very disappointing.

I was a member of Queensland Teachers Credit Union, now RACQ Bank, for 27 years and am in no way treated like a ‘Gold’ Member. My father has been with RACQ considerably longer than me.
In the previous 12 months, the following has occurred:
In Store: I made the effort to travel 15 minutes in store to withdraw a large sum of money. I was kept waiting over 35 minutes for service for a simple withdrawal as two agents were working on computers, and then couldn’t work out how to process the withdrawal, and a third just greeted customers. Upon complaint and a request for compensation for my wasted time, I was met with excuses.
Phone issue: I called five times to sort out an email address change issue. RACQ had not fixed the issue and continued to send emails to the previous email address. I continued to waste my time calling to get the issue fixed.
Phone issue: I called to find out about a card replacement as my old card was expiring. I was told the wrong information the number of times I rang and made repeated trips to my PO Box to check for this card that I was told was being sent by a specified date. It wasn’t another phone call later, when the card had not arrived by the date I was told, that a service agent told me I had been given the wrong information, and it was not going to be sent until January. I had wasted time and petrol with trips to my PO Box.
Road Service: My father paid his RACQ road service at the Post Office and had a receipt as proof. He went in store to sort out an account and took his road service receipt as proof of identify and was told that his road service had not been paid, there was no record of it on the RACQ system. The bank staff took a copy of his payment as evidence and I, who was with my father at the time, confirmed three times with the person who served him, that this issue needed to be sorted out in case of a breakdown and that my father be called back to be told the issue was resolved for his peace of mind. No call was ever received. I, on my father’s behalf, had to follow this up, and was told it was a technical issue that RACQ was having with a change over of systems and that he would have been covered if he had needed road service. Did I believe them? Absolutely NOT! If RACQ road service would not have a record of payment of their system, there is no way they would send out assistance!
Insurance: My father received his home/contents insurance renewal. We called to confirm over the phone this renewal and checked the details and confirmed that his renewal payment would be debited from his account. We also confirmed that if there was an issue with payment, he would be contacted. A week or so after the payment was supposed to be taken, we called RACQ to find that no payment had been taken from his account and that he wasn’t covered by insurance because the service agent spoken to originally had not done what should have been done. The second service agent had the nerve to say that my father would not have been covered in the event of a claim, even though it was clearly the fault of RACQ! This complaint to RACQ has yet to be submitted but absolutely will be.
Luckily, there is a record of all these interactions for the Ombudsman.