Comments

Date

"Aleeha was absolutely superb - I couldn't have asked for a better, more professional and empathetic person on the end of the phone in my hour of need!

I broke down with a flat battery, as a lone woman with a child in the car, in a dark isolated car park at 6.30pm with no visible help around. The RAC (who I am a member of) said they would 'try' and get to me within 4.5 hours (ie 11pm!) which was not acceptable. They would not budge on that timescale.

I phoned National Breakdown in desperation - who ultimately had someone with me within 40 mins. Aleeha was so calming, explained everything, cost was very reasonable, she phoned to update me and check on us, and also phoned after the breakdown garage had been to check we were on the road. Aleeha was simply amazing.

I had a 5 hr drive to Sheffield after this experience to get my daughter to her ice skating competition in prep of a 6am start. We got there, and she achieved a GOLD. I am just so grateful that Aleeha was 'my help' that night. Thank you so much."

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08 March 2023

"Highly satisfied"

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07 May 2022

"The guy that came out was John he was so friendly happy and had a great sense of humour he was excellent  if I break down again (which I hope I don’t) I hope it’s John or someone like him"

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30 April 2022

"Very helpful at telephone reception.  Precise and prompt welcoming assistance received in just over one hour from my call got me mobile again. Very relieved and much appreciated.  No fuss."

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30 April 2022

"Incredibly efficient and helpful"

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27 April 2022

"It would be good if you could send mechanics and not just tow trucks but not sure if that’s purely down to availability at the time"

NB Response: Thank you for your comments. We do try to deploy the most appropriate resource available under the specific circumstances. Sometimes recovery to a safe location is the best option as working at roadside is not always practical.

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25 April 2022

"As always, the response was quick, courteous and most satisfactory thank you. Very reliable and swift!"

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23 April 2022

"Such a lovely friendly chap who came out to change my tyre!"

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23 April 2022

"Call handler was very calm even though my phone power was running out"

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22 April 2022

"highly satisfied."

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22 April 2022

"Absolutely brilliant speedy service. Thank you"

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22 April 2022

"Excellent Service "

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22 April 2022

"I had quite a long wait. Fortunately it didn’t matter too much that day"

NB Response: Thank you for your comments. Where we have a delay we do try to keep customers informed and we appreciate your patience and understanding

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22 April 2022

"Extremely good response time"

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22 April 2022

"Truck and service from your subcontractor were excellent"

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22 April 2022

"Great service & great value."

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22 April 2022

"Very happy with service provided and didn’t have to wait too long for assistance"

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22 April 2022

"First time I have had to call for assistance and I was very impressed at how quick the response was."

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22 April 2022

"Very happy with the service"

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21 April 2022

"A very good service. Thank you"

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20 April 2022

"Pleasant call handler and breakdown attendant. Reasonable time between the two"

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20 April 2022

"The service was excellent, the technician was perfect "

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20 April 2022

"After I called regarding the problem I had the issue solved itself so I cancelled the call but the operator was very understanding."

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20 April 2022

"No issues "

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20 April 2022

"excellent communiation"

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20 April 2022

"ALL GOOD AND DEALT WITH."

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20 April 2022

"I did not need the breakdown assistance in the end as my son was able to get to me, it was going to be about an hour or so before anyone could come. My son was able to do temporary repair and followed me home. It was pouring with rain at the time! Apart from that I will continue with this extra assurance of help."

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19 April 2022

"[The driver who attended] was brilliant very friendly and helpful."

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19 April 2022

"Actually I did receive excellent service "

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19 April 2022

"What can I say!! Absolutely great service"

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19 April 2022

"Quickly explained my cars problems in layman's terms. I felt reassured and confident in the answers"

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18 April 2022

"I was very happy with the conversation I had on the phone with Ms Milne, a few days after the incident. I felt that my concerns had been listened to and dealt with very professionally. Thank you very much."

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18 April 2022

"An excellent service and very quick response time 
A very pleasant and helpful driver "

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16 April 2022

"Only comment was that after 1 hour it took a call from me to find out what was happening to the call out. It transpired that a a text to me had not been sent. Apart from that good service. The breakdown firm [in] Ipswich were excellent and great service and repair from them"

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16 April 2022

"Customer services operator had quite a strong accent which was a slight problem due to me being broken down on a main road and also using a mobile phone. Could prove slightly more difficult for someone who has hearing problems ."

NB Response: Thank you for your comments. We do understand that communication via mobile can be difficult in a noisy environment, and we do try to ensure that we obtain the information we need and confirm by text as necessary. We also have a Hard of Hearing number detailed on our policy wording - (18001) 01274 845151

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16 April 2022

"Driver was pleasant and helpful and efficient"

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16 April 2022

"Fantastic, quick service"

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15 April 2022

"Polite and friendly guys"

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15 April 2022

"Great service provided by [the agent in] Aberdeen"

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15 April 2022

"One call, very quick response, chap attending was informative and very friendly, great service."

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15 April 2022

"Very helpful all round"

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15 April 2022

"The driver was bright & cheerful and very helpful as I’m disabled "

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15 April 2022

"Excellent service. Rescue man came within 30mins - fixed car and later I received another phone call to check that I was OK!"

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14 April 2022

"All involved handled my breakdown earlier today brilliant. I would like to especially commend Amar, the Controller and Tom the recovery driver. Very professional, reassuring and so helpful at a stressful time. Thank you and highly recommended ! JL Leighton Buzzard. "

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13 April 2022

"My only slight down point was the 2.5 hour initial wait. However our recovery van and driver were excellent."

NB Response: Thank you for your comments. 2.5 hours is a much longer than usual wait, but delays do sometimes occur, and we do try to ensure we keep customers informed in these circumstances.

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13 April 2022

"Polite, response time very quick and efficient "

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13 April 2022

"Not able to attend for over 3 hours in Glasgow city! "

NB Response: Thank you for your comments. There can be delays due to local workload and operator availability. If you provide your contact details, which you did not include, we will happily investigate this case and any complaint or further comment you may have.

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13 April 2022

"Fantastic service "

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13 April 2022

"You seem to want to recover rather than repair, leaving the customer with all the problems. If i pay an extra @ £60 pounds and go else where, i would at least have a mechanic arrive in a fully equipped van who would try and solve the problem. Not someone in a flat bed with a couple of spanners"

NB Response: Thank you for your comments. We do try to deploy the service most appropriate to the circumstances taking account of all factors including the symptoms described, the vehicle location, the network workload and availability, weather and traffic conditions and achievable and acceptable estimated times of arrival for the assistance. There are limitations to the repairs that can be completed safely at roadside, and these should always be considered as temporary, and the vehicle should be taken to a workshop for full diagnosis and a permanent repair. We also appreciate that you have a choice of breakdown cover providers.

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27 November 2021

"it was excellent service and the operative who arrived went above and beyond our expectations - brilliant service"

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27 November 2021

"Very courteous and helpful service. "

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27 November 2021

"It was good experience they understand my concern and sorted out, though the turnaround time could be less "

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27 November 2021

"Very helpfull"

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27 November 2021

"Were with me within an hour for a home breakdown. Correctly identified problem, recovered my car to the garage."

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27 November 2021

"The driver was very helpful, great customer service"

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27 November 2021

"Very friendly, helpful recovery driver"

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26 November 2021

"We were very pleased with the service we received."

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26 November 2021

"It would be helpful if there was an app (similar to Green Flag) where you could request breakdown assistance. "

Update 10 Dec 2021: Our new on-line non-member incident notification facility is now live and available from our homepage.

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24 November 2021

"Great service"

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24 November 2021

"The guy that came to assist us was fantastic, chatty and friendly...really put us at ease during what was a very stressful time "

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23 November 2021

"The person that attended arrived very quickly, was friendly and efficient. A great service."

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23 November 2021

"The people on the phone tried hard but it's just terrible that you couldn't have found a way to help me sooner."

NB Response: Thank you for your comments. It is unfortunate when our network in a particular locality is fully committed and there are fuel shortages and traffic problems which compound and impact service levels. We do record these occurances and work at increasing resources in these areas.

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23 November 2021

"everything was good."

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22 November 2021

"All staff were very helpful.
Times were provided and checked that vehicle had been collected. Great communication at all times."

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22 November 2021

"Was picked up in about 1/2 an hour, where as when I have broken down before I’ve had to wait hours. Driver was very fast and efficient and would praise him up 100% but I can’t remember his name. "

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21 November 2021

"From the call to the engineer arriving the service was impressive. The person who took the call was friendly and knowledgeable reassurable."

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20 November 2021

"Very helpful, I needed to get my car to a nearby garage after breaking down on the road. The guy got it all done and dropped me and the car at the garage, had to winch the car onto the truck too. "

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20 November 2021

"I would like to send my views on my breakdown call out on 2/11/2021. The person dealing with my call was courteous and knowledgeable. The response time was very fast and the engineer was also efficient and polite. I would recommend you to anyone. Many thanks "

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10 November 2021

"Speedy response both in dealing with the call I made to a recovery person arriving at my address"

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07 November 2021

"good service "

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06 November 2021

"Operators reassuring and professional "

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06 November 2021

"We broke down at the top of a remote mountain col in France in late afternoon as the temperature dropped and we knew it would be dark in a couple of hours.  Quite scary!!
Very impressed and relieved that the service was excellent from identifying promptly where we were to arranging a pickup within 2 hours to checking that we had got back safely to arranging a hire car to overseeing the repairs.
Communication was absolutely excellent at every stage and it felt as though everybody was on our side and trying to sort the problem out so that we could get back to the UK.  That includes an excellent and very helpful garage in Briancon!
I would only like to thank all involved and did Twitter to that effect!"

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06 November 2021

"It was a very long wait to get help and I am not sure that he fact that I was a woman with a child was sufficiently prioritised - but maybe it was, perhaps it could have been even longer than the 90 minutes."

NB Response: Thank you for your comments. 90 minutes is not an unrealistic time for assistance arrival, depending upon the individual circumstances. We do prioritise those most at risk, but appreciate that on occasions this can seem to be a long time to be stranded. 

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05 November 2021

"I had a chat with the mechanic and he said he wasn't planning to have any covid vaccinations. Very disappointed. "

NB Response: Thank you for your comments. We take all areas of risk very seriously. Although we can appreciate your concerns we are not able to insist that any individual is vaccinated, however we do note your feedback.

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05 November 2021

"Telephone Support was excellent with follow up calls to ensure Recovery had arrived or was en-route  at the time stated. You don't really know how good any cover is until it's actually required and I was left feeling very pleased overall with the Service I had received. Thank You."

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05 November 2021

"Overall excellent service."

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31 October 2021

"Excellent service. The breakdown agent spotted the fault very quickly but had no replacement. He had no option but to tow us back home. He did that easily and quickly as it would have taken too long to get a tow truck at that time. A great service. Thank you."

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29 October 2021

"Don’t give false estimations of time, keep the customer updated with realistic times"

NB Response: Thank you for your comments. We do try hard to give customers regular realistic updates throughout the management of the incident. If you provide contact details we will look in to this case further and establish what may have been done better.

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29 October 2021

"Being left on a motorway for 4 hours I would say is unacceptable"

NB Response: Thank you for your comments. We have your contact details and will further investigate the circumstances around this incident to understand how our service can improve and we will be in direct contact with you.

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26 October 2021

"Fantastic efficient service. Exceeded my expectations. Thanks"

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26 October 2021

"Very friendly guy and on time and  efficient"

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26 October 2021

"From the person on the end of the phone to the man collecting my car the customer service was really good "

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26 October 2021

"Excellent care and service"

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26 October 2021

"The recovery engineer was fast, called before he turned up and was very friendly and helpful."

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26 October 2021

"Excellent service.  I was kept up to date with times to expect the mechanic and the truck to take the car to the garage.  Everyone was very helpful."

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17 October 2021

"the engineer was professional and efficient"

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14 October 2021

"Am I able to extend my cover from one to two vehicles?"

NB Response: Thank you for your enquiry. The answer is 'Yes', and we will contact you directly to discuss the options.

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14 October 2021

"fantastic service Thank you "

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13 October 2021

"Always excellent service!"

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13 October 2021

"Great company with excellent service."

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12 October 2021

"Surprised how quickly he came"

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12 October 2021

"First time in over 30 years of motoring that I have needed breakdown recovery. The level of service exceeded my expectations."

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12 October 2021

"Quick and efficient service once contact had been made by phone - >5min wait"

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12 October 2021

"Extremely positive first experience using your service"

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12 October 2021

"Very good"

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08 October 2021

"Excellent customer service"

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08 October 2021

"The man who helped me was very kind and very helpful "

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08 October 2021

"Very efficient and friendly experience "

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01 October 2021

"I was told a taxi would be with me in 15 minutes. It didn't arrive. Control were experiencing problems locating another taxi firm before eventually getting a breakdown truck.  All in all I waited over 2 hours"

NB Response: Thank you for your feedback. If you provide contact details we will investigate fully to see if we could have provided better a service in this case. Sometimes there are circumstances beyond our control which can cause delays, such as high network workload or traffic congestion. Our objectives are to deploy appropriate services as quickly as possible, and to keep the customer informed at all times.

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01 October 2021

"A very excellent service in every aspect"

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01 October 2021

"Very quick and efficient service. Thank you! "

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09 September 2021

"Both the customer service assistant and the breakdown agent were helpful, polite and effective."

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09 September 2021

"Fast and efficient service."

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27 August 2021

"Thanks for taking me to the garage to get the car fixed."

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27 August 2021

"very efficient service"

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25 August 2021

"Very friendly and helpful recovery driver"

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25 August 2021

"Excellent service"

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25 August 2021

"Very pleasant professional mechanic who dealt with my car in an excellent way."

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29 July 2021

"Excellent Service"

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29 July 2021

"Excellent service "

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29 July 2021

"First class service provided from the initial call to car being recovered. Recovery vehicle arrived no more than 30 mins from the initial call."

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29 July 2021

"Friendly helpful and polite "

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28 July 2021

"Very prompt and polite service - technician arrived well within estimated time and was most helpful and courteous - very impressive! Thank you! "

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27 July 2021

"Excellent service"

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24 July 2021

"Service was relatively quick. The woman on the phone was very helpful and calming."

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21 July 2021

"Waited two hours just for a tyre change."

NB Response: Thank you for your comment. We take all feedback seriously and if you provide contact details we will investigate further. Response arrival does depend upon location and workload. We always attempt to deploy the most appropriate resource, and to keep the customer informed if there are unexpected delays.

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21 July 2021

"excellent service"

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03 July 2021

"I have used this service for a number of years and find it excellent
I have broken down once and had a puncture on a motorway once and the response to assist me both times was second to none
Superb Service"

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30 June 2021