Call Assist Reviews 

I am a member of GEM motoring assist, and they use Call Assist for their breakdown cover.

I broke down on a rural road in Dorset in the evening. From that point onward, the service deteriorated rapidly. I was explicitly told I was “fully covered” for recovery home, however they then failed to secure recovery and constantly changed their position

I was repeatedly asked to:
o arrange my own transport
o check for taxis / Uber (with limited signal in the middle of nowhere)
o find my own tyre fitter

I was passed between numerous call handlers, had to repeat everything multiple times, and no one took ownership of the situation.

The most serious failure was when they cancelled my recovery because I had found a tyre fitter myself (which I should never have been asked to do in the first place)
That tyre fitter then couldn’t help which left me with no recovery arranged at all, late at night.

As a result, I was stranded for over 12 hours and had to sleep in my car.

The next morning, I was suddenly told I was only covered for 10–20 miles, despite the previous night’s assurances, a complete contradiction of what I had been told. To make matters worse, when I was finally recovered, the recovery driver told me that his company would have happily taken me all the way home the previous night, they were just never contacted. This completely undermines Call Assist’s repeated claim that “all options had been exhausted.”

Their investigation later upheld my complaint, but only on the basis of “delay”, and offered a pathetic £50 compensation. This is after I have paid around £130 per year for full breakdown cover membership. I have submitted the complaint to the financial ombudsman.

This was not a delay. It was:
• Misinformation about cover
• Poor coordination
• Failure to maintain a recovery plan
• Lack of duty of care to a stranded customer

I was left cold, tired, and unsupported in a remote location overnight. I am a fit male who was on my own. A family with young kids in the same situation could have been in serious danger.

This is not a service you can rely on in an emergency.

After my phone call following a breakdown , I was sent an txt to complete an online form . I was then give an eta which seemed lengthy but the breakdown driver phoned to advise he would be there in half an hour . So in total it was approx 45min wait which was okay. The driver was friendly and quickly loaded my car up and dropped it and myself to my home address as I requested.

Call assist provide the actual breakdown/recovery service for Star Rescue (and probably other similar breakdown services). They told me I'd have to wait an hour to an hour and a half for a local recovery company. It actually took almost 3 hours.
When I complained I was told that they didn't consider this to be unacceptable
Draw your own conclusions

When I broke down I phoned up call assist and the whole process was excellent they assessed the situation very professionally and arranged a recovery for me and my car and they arrived in an hour would well recommend them to anyone great value for £94 per year with the RAC I waited 6 hours for a recovery

Arrival 2 hours after scheduled ETA . first vehicle after 100 minute dealy declined the job as it was his first week alone. Offer of £15.00 compensation.....after exchange of letters!

Easy to request breakdown recovery, very quick recovery time and extremely helpful and polite.

DO NOT USE

Rude Call assist staff - rude & emotional.

Called call assist today to report breakdown, Callum was rude, loud & constantly interrupting.

Better off going to AA/RAC/Greenflag etc.

I can only go on my own experience and it was excellent. Quick prompt friendly everything you would want in your hour of need. The man that came out to me was very nice and very helpful would very much recommend.
Thank you.

Call Assist were excellent. Kept in touch and were quick to respond.

Firstly ? ADY was wonderful, reassuring excellent knowledge polite and assisting.

The company breakdown service DIABOLICAL one lady in particular was rude condescending and definitely patronising!
Broken down with no help in the middle of nowhere.
Told me I had a limited mileage radius of recovery service had to pay an extra £20 before they'd do anything!

Then I was told " I'm telling you it's Easter weekend nobody will come out"
I was frustrated cold and angry.
Woman said a couple of times " I'm speaking now" ???
I pay for breakdown service not to told or spoken down to !

I'll be bringing this up with vanline direct whom i purchase breakdown service from because what's the point of having it if not told this in advance of purchase??

Cost me £264 to be privately rescued which they said they'll only refund me £174 as its " out of their price range" ????
All during a raging storm on A96 middle of nowhere at 3.30am
Shocking attitude

Everything went well easy service to use I was kept informed all the time and even had a call back to much sure I had be seen to many thanks.

It was a great experience. I was able to submit all the details easily from my phone, including my exact location. I could track the recovery truck on the map with an accurate estimated arrival time, which was very reassuring. The service was efficient, and they delivered my vehicle exactly where I needed.

Very helpful and knowledgeable

Guy came in good time to check my car, & gave me what’s wrong, then got me tow truck to tow my car to service centre.

Fast service, i didnt have to wait long and reassurance absolutely friendly guy.

Came at time they said young lad very polite and nice to talk to .unfortunately couldn't retrieve my van that night because access was very tight and not able to get it but was told they will get something smaller and recover it the next morning .they did exactly what they said they would do . very grateful and excellent service

Kept informed of arrival of recovery.
Problem free recovery with friendly service.

Recovery driver arrived when he said he would and tried to fix the problem with the car but was unable to do so. Driver was friendly and courteous and delivered the car and myself to the garage of my choosing efficiently. Good service.

After my van broke down call centre was calling regularly checking on me and then all service take me and my van home was excellent.
Thanks Daniel

From my initial phonecall I was directed by text to a straightforward on line form. The recovery firm was confirmed very quickly followed by an eta which was quick and accurate. The handling of our car onto the recovery vehicle was careful and efficient. Well pleased with all aspects of service.