“I called the Breakdown service at 12 noon from the M62. I told the operator my car had a major engine management fault and was un-driveable. I was told assistance would be with me by 13:20. This did not arrive so I called just after that for an update, to be told assistance would arrive at 13:40 which it did. I had received an incomplete text message prior to 13:20 telling me I could track the Recovery vehicle's location but this text did not include any link to enable e to do this. I was towed/recovered to Lymn Service station on the M6 Southbound for an mechanic to assess my vehicle. I had not previously been informed this was to happen. The engineer confirmed car was un-driveable and I was transported back to a garage in my home town in Liverpool. Half way back to Liverpool the mechanic called to say he still had my car key. We had to stop to wait for him to drive to us to return the key. My car was finally off loaded at the garage of my choice at 16:15. This was approximately 25 miles from where I had broken down and it took 4 hours 15 minutes to get me there.
My main complaint is that it took 1 hour 40 minutes for assistance to reach me on a busy motorway. Also that the estimated time to reach me was not met. I was at no time informed that I would be taken to a Service station until the breakdown truck arrived. Finally, the whole recovery operation took 4 hours 15 minutes to recover me 25 miles back home. This I do not believe is an acceptable level of service. I wish to claim £50 for the distress and inconvenience caused by this delay.”
