RAC offered me a “free” membership – unless I needed roadside assistance | Drive a car

I canceled my RAC membership last year, so I was surprised when I recently received an email offering me “an additional year’s membership – completely free.” I called to make sure the offer wasn’t a scam and was told that the annual membership was actually free – unless I broke down and needed roadside assistance. In this case I would be charged £85. It’s like my local supermarket advertising free food as long as you don’t want to get your hands on it.
SM, Mere Warminster, Wiltshire

That sounded so bizarre that I asked you to send me the quote because I thought you missed the fine print. You didn’t have that. The email was clear. “We are always looking to help our members,” it began. “And with costs rising, it’s been a tough time for everyone. That’s why we’d like to give you an extra year of membership – completely free!”

The fine print stated that roadside assistance was provided by RAC Motoring Services. Anyone would assume that they were fully covered, and it’s no surprise that you thought that was too good to be true.

Extraordinarily, the RAC seems to blame you. I’m told it explained the invisible caveat to you over the phone when you canceled your policy last year, and in a call this year. You have no memory of the first conversation and the second only took place because you called to ask about the offer.

I asked the RAC how many former customers received this misleading email and whether any subsequent clarification was provided. It dodged both questions and simply said: “We would like to apologize to SM for the error in its email.” The email should have explained that this was not breakdown insurance but a free membership which offers a legal advice hotline, discounts with trusted partners and access to our roadside assistance at a discounted rate when used.

“Every customer who takes advantage of this membership-only product always receives a clear explanation over the phone and receives a more detailed email than SM.”

I find it highly unlikely that you were the only one who received this poor wording. It is possible that others have signed up under the mistaken belief that they will be covered in the event of a mishap. I suggest you complain to the Advertising Standards Authority.

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