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I.ve had my new car a couple of months now and according to the RAC App, its NOT. covered.
My old vehicle IS covered no matter who is driving according to the RAC.
But my new motability vehicle is NOT covered.
Brilliant!! I have complained to Motability and RAC and nothing is done. The RAC tell me there is nothing they can do about it, as Motability are the customer.
The Motability complaint just disappears into the ether. Never to be seen again
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Of course not. I am not wasting a half hour of my time waiting in a queue to tell them their systems do not work correctly. Plus the certainty nothing is actioned!
It took about 2 mins to fill in a complaints form, which is recorded as a fault.
Which indeed it is a fault with their systems and procedures.
My old ice car is covered by the RAC regardless of who is driving. Thats a howler! It may be that Motability still own the car and have not done anything with it yet.
Yet my new car is NOT covered.
No Kezo, better in writing where there is a recorded complaint rather than a dismissed phone call.
If i had to call out the RAC for a breakdown, an ice car is registered with me rather than an ev. It is important to get the correct mech for the correct vehicle.
The normal proceedure is, try and sort it over the phone or in writing – complaint – Ombudsman/other š
Why would you not ring them first and try to get it sorted? Half hour on the phone now could save you hours stuck at the roadside later on.
People seem to be their own worst enemy sometimes
I find the easiest way to contact motability is online chat, they will usually sort any problems while on chat with you.
Iām with Badwolfe on this. There is a glitch which with 100s of thousands of cars and connected to service, rescue etc so itās not surprising there are hiccups.
Yes, there is a wait because others are ringing but Iām sure youāre not the only online contact and itās probably in a queue.
Calls are normally treated with more urgency than mail and are recorded so just ring and sort it out without getting too stressed.Nope.
Get it in writing always. That goes for any communication with any organisation.
As I said its much quicker, a couple of minutes writing, is better than a half hour queue at a call centre with mediocre help. Especially in this case where the call centre cant really help.
They just rolled out the RAC App a couple of months ago and there will be teething problems anyway.
I can only give my own personal opinion but I have always found the Motability customer service operators unfailingly helpful. I make a point of being pleasant and to the point, and I have never failed to get a satisfactory outcome (I’ve been on the scheme for almost thirty years).
In this case I would clearly report the problem to an operator …. point out how essential RAC back up is to a disabled person …. insist on a call back when the RAC registration has been successfully sorted.
Job done, and all in a very polite and friendly manner.
I can only give my own personal opinion but I have always found the Motability customer service operators unfailingly helpful. I make a point of being pleasant and to the point, and I have never failed to get a satisfactory outcome (Iāve been on the scheme for almost thirty years). In this case I would clearly report the problem to an operator ā¦. point out how essential RAC back up is to a disabled person ā¦. insist on a call back when the RAC registration has been successfully sorted. Job done, and all in a very polite and friendly manner.
I agree pops they have always been very good with me too
I can only give my own personal opinion but I have always found the Motability customer service operators unfailingly helpful. I make a point of being pleasant and to the point, and I have never failed to get a satisfactory outcome (Iāve been on the scheme for almost thirty years). In this case I would clearly report the problem to an operator ā¦. point out how essential RAC back up is to a disabled person ā¦. insist on a call back when the RAC registration has been successfully sorted. Job done, and all in a very polite and friendly manner.
I agree pops they have always been very good with me too
Totally agree guys.
@ IONIQ have you RAC app on your phone? If you have you can edit your present car and add a new vehicle there. Located at the bottom of the app is four tiles . Home. Vehicle. Rescue . Motoring. Go into vehicle and add your new car.
I’ve still not seen this RAC app or had any notification that it’s available to be used for Motability customers.
Is it just something is being rolled out slowly? It seems like months ago when people were posting here, struggling to get the app working now.
Iāve had the app on my phone since the changeover.
On my online account, there is a section for breakdown and under it is a link to download app onto your phone. After you have registered, if you breakdown you press the app and it sends a message to the rescue with your details and map coordinates.
Havenāt had to use it but seems good.Added to the app now – but only thanks to the original posts here as to how to navigate the app.
Motability could have and should have done better – even a bare minimum few ‘getting-going’ instructions would have taken them a few minutes. Shameful really. Perhaps that’s why they’re not advertising it and letting people find it if they care to look?
I’ve only ever found the people at the end of the standard number useless to be honest.
When there was no hire cars available I was offered taxis which would have to travel 30 miles to get to me. Last time a literal 2 mile journey cost Motability Ā£80 so that’s no good. Their only other answer was well give you your allowance back.
How about get Europcar to move a cat to my location? How about you and actually put pressure on Europcar to supply (they were lying btw).
The 5 months of being runaround by BP over a home charger too
It was after a complaint that a car magically appeared. My hypothesis on Europcar is that Motability pay a fixed cost no matter what car is provided which is why Europcar constantly say no cars available because they don’t want to let Motability customers have their better cars.
Anyway I’ve found the best way to get stuff to someone who can fix it is in writing. Just because you’re emailing or live chatting doesn’t make it a complaint it’s just a way of getting in touch. Some of us prefer this contact, some prefer to have a record to look back on, some don’t like using the phone and more.
Not using the phone shouldn’t be something to criticise others for. It took my many weeks arguing with Motability to let me apply for a grant without a phone call which is ridiculous how do they know I’m not deaf?
Anyway good luck getting it sorted I’ve found Motability pretty good at replying to emails and of course love chats
I had put my complaint in to Motability last Saturday at 11.30pm,Ā and on Monday morning there was a change on the RAC App, neither of the cars, old or new is present, as when you click on the tab for your vehicle, its an error msg saying. ‘Due to a technical hitch, please try again later”.
As I thought, Motability and the RAC have not ironed out the bugs between their systems.
I guess Motability will have to go back to manually inputting the vehicle changes on the RAC Portal ifĀ it was something that could be done by the help desk bod then they would have done it there and then.
I can only give my own personal opinion but I have always found the Motability customer service operators unfailingly helpful. I make a point of being pleasant and to the point, and I have never failed to get a satisfactory outcome (Iāve been on the scheme for almost thirty years). In this case I would clearly report the problem to an operator ā¦. point out how essential RAC back up is to a disabled person ā¦. insist on a call back when the RAC registration has been successfully sorted. Job done, and all in a very polite and friendly manner.
Agree, obviously phoning does often involve being on hold for a while, but once speaking to them I have found things get sorted. I found the process of registering my vehicle on the RAC app very straightforward. Of course I need to say that phoning is not possible or easy for some, but if that’s not the case I would phone every time
I had put my complaint in to Motability last Saturday at 11.30pm, and on Monday morning there was a change on the RAC App, neither of the cars, old or new is present, as when you click on the tab for your vehicle, its an error msg saying. āDue to a technical hitch, please try again laterā. As I thought, Motability and the RAC have not ironed out the bugs between their systems. I guess Motability will have to go back to manually inputting the vehicle changes on the RAC Portal if it was something that could be done by the help desk bod then they would have done it there and then.
Every chance there is some cached RAC App data on your phone which needs clearing. Sometimes deleting the App and reinstalling it will clear the cache (but not always!).
If you’re on Android that’s an easy fix open settings then apps find the app, tap on it and find clear cache, if that doesn’t work you can try clear data and that will reset the app to just installed state. Never used ios so don’t know how or if you do it on that
Its back to the old settings so they are working the problem.
You only get access to the vehicle list when you log in. So clearing the cache is not going to do anything. I tried this already.
But as we are the leasee and not the owner, RAC would not like the leaseholder to be changing the vehicles as they like.
If you were a RAC customer, then yes you could probably change your vehicle.
Either way, the RAC cover is tied to each motability customer, rather than the car, so we are covered anyway.
Its just Motability and RAC have to work on integrating their systems. The basics will work fine otherwise they would not have rolled out the App. Its just the finer details they are missing.
Regarding Motability Helpdesk, they are 1st line Support, and like every helpdesk work to a script and have limited access to systems and problems.
Anything outwith their remit goes to 2nd line helpdesk, they deal with more complex problems.
You
@swwchris and @Rich44 Its back to the old settings so they are working the problem. You only get access to the vehicle list when you log in. So clearing the cache is not going to do anything. I tried this already. But as we are the leasee and not the owner, RAC would not like the leaseholder to be changing the vehicles as they like. If you were a RAC customer, then yes you could probably change your vehicle. Either way, the RAC cover is tied to each motability customer, rather than the car, so we are covered anyway. Its just Motability and RAC have to work on integrating their systems. The basics will work fine otherwise they would not have rolled out the App. Its just the finer details they are missing. Regarding Motability Helpdesk, they are 1st line Support, and like every helpdesk work to a script and have limited access to systems and problems. Anything outwith their remit goes to 2nd line helpdesk, they deal with more complex problems. You
Cover is tied to the vehicle alone rather than Motability customer. When registering on the app you select ‘Business Vehicle’ and it picks up from the registration number. It worked fine for us and indeed there have been few problems reported on here (once someone posted how to register the vehicle).Ā Mine does everything it used to do with a privately owned car. I just cleared data on phone having previously had a private account attached to the APP, and then started again following the instructions posted by Motability and it was very quick and easy
This post from ChrisK explains what to do –
When you open the app there are two choices, 1 āsign inā or 2 ācreate an accountā.
When you selected the number 2 option it goes on to 4 other choices and the choice you need to make is āYes I get cover with my car, bank or insuranceā.
After selecting that it will ask for you sir name and postcode and the reg of your Motability car.
After inputting that I had a thing come up saying something like āMotability account foundā then goes on for you to create a personal account with your email address but Iāve not gone to this step yet.
Just received a reply from Motability and indeed, Motability have the correct car (a no brainer really), and the problem is the RACĀ app is not updating.
The Motability specialist worked through the problem with the RAC Technical Team, and are uodating the RAC system. The RAC Technical team suggested uninstalling and re-installing the My RAC app. Again, ths was something I a had done a couple of weeks ago.
Clearing the cache and data can only get you so far. Some back office help is required as well
But the RAC Technical Team are sorting it from their end.
Its a new process and new integration from both parties. Also, the My RAC app is quite new, and it has its own teething problems.
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