Ok guys this is what I just whipped up....
To whom it may concern,
On the 26th of December 26, 2003, I was in the unfortunate circumstance of having to rely upon my RACV membership, of which I am a “Total Care” recipient. My car failed just after the turn off from the Calder Freeway northbound on Vineyard Road. I signed up to this membership in the good faith that if anything was to happen to my vehicle, I would be suitably covered, as the terms “Total Care” would seem to suggest. This, I’m sorry to say, was the last thing that your establishment displayed in regarding my call at approximately 9.00 am.
While the people who I talked to during my call of help where friendly, it wasn’t until I was re-directed numerous times that I got a definite answer to what I was to expect from my $156.00 p.a membership. To be told that my total care policy couldn’t even tow my car no more than 10 minutes down into Sunbury’s CBD infuriated me. How can such a reputable corporation fail to provide its customers which satisfactory service?
So instead of having piece of mind, especially during such a hectic time of the year, I have been burdened by the extra stress finding a way to have my vehicle towed. Once put through to a helpful individual, I was then told that I would have to pay a $65 fee for my car being towed. This is totally unacceptable as that’s the exact reason why I registered with RACV in the first place.
In summary, I completely expect that the $65 I was charged is to be fully reimbursed as there no logical reason to why I have to pay, when my membership clearly states that I can rely on you to supply of towing service. Evidence of this is present on your own website at:
The tenth dot point declares that “Towing to the nearest depot in the country, or up to 100km in any direction.” As I only needed to be towed at the most, 10km, you can understand my frustration.
If no agreement towards my claim is made, I will be in the unfortunate position as to withdraw my membership and seek my unused months cover to also be reimbursed. This is not the type of email I want to be sending at this time of the year, but your company has shown complete disregard for my situation and well being.
I greatly anticipate your reply.
What do you think? Is it lacking somehting? I was thinking about adding the ACCC with false advertsing or somehting..or is that too much?