The RAC used to just be a rescue service, but now also sells parts and batteries. I called it out one Sunday in late September as I had a flat battery. They are always very quick and very polite. This time I pointed out that I was having a service on my car the next day and that I could get a new battery from my garage for about £50.
The breakdown man was friendly, but I feel he talked me into buying one of the RAC’s own batteries (which he had on board) for £101.99, saying he could not guarantee that I would not get a flat battery again.
I think people feel vulnerable when they have just broken down, and it does not seem right to feel pressured into buying something at that point.
Despite lodging a complaint with the RAC, which promised to get back to me on three occasions, I heard nothing. I am trying to get back the money I spent, so I can buy a battery for half that price. MG, London
It was disappointing that the RAC chose to ignore your complaint, however, after we intervened it went back to its own records to check the detail of the call-out.
In a statement it insisted that the sale of the expensive battery was not an example of “high-pressure” selling, but the professional judgment of its patrol member.
It said you could easily have declined the offer and made your own arrangements and added: “Checks and tests carried out by our patrol found the battery was leaking acid and in poor overall condition. It was very likely that the car would not have started again if the battery was not replaced.
“We offered the option of a new battery as we understood the car was needed that day and also the next. This appeared to the best solution to avoid a further breakdown. Our patrols are trained to a very high standard and always do their utmost to offer the best possible advice to members and to fix vehicles permanently.”
We urged the RAC to rethink its attitude towards a long-standing member and it relented. As a gesture of goodwill it has agreed a 20% refund which is £20.40. It also made the point that its battery comes with a five-year warranty and is fitted and changed free of charge on the spot, so there is no hassle of having to take it back to a garage.
We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number
