I’m a long-time member of the NRMA.
I recently had a poor experience with roadside assistance. My car overheated and I had to arrange a tow. While the initial call to customer service was good, in terms of communication / troubleshooting the issue and recommending a resolution.
I was then provided with an ETA for the tow truck of 60 minutes. Which while not great, was acceptable.
After waiting for 1 hour, I realised that I had the NRMA app on my phone. And the app was indicating that I still had a further 60 minutes to wait. So I called the helpdesk back, and was then told by the person who took that call - that service calls could take between 1 - 2 hours. Whereas the first call handler had very clearly stated that the tow truck would arrive within 1 hour. She didn’t mention anything about 1 - 2 hours.
After 90 minutes I received an SMS from the tow truck driver saying that he was on his way. When he picked me up, I asked him when he received the job, and he showed me, basically when he sent the message that he was on his way.
So for the first 90 minutes nothing happened. I wasn’t happy about that.
Lodged a complaint with NRMA. After waiting two weeks for a response, I sent a follow-up and then received a “standard form” response which didn’t address any of the specific reasons for the delay in my particular instance.
So I’m looking to change providers. I can see that the best rated service provider appears to be RACQ. But that in other states RACQ uses reciprocal arrangements.
I’m based in Sydney.
Would RACQ be the best option for Sydney metro or would another service provider be a better option?