Absolutely terrible customer service skills. Was contacted by them working on a job for RAC. Changed waiting time to recover my vehicle 4 times. Then finally told it won't be recovered until the next day and to take a taxi, after being told someone was on their way. Julie who was on the phone spoke very rudely and was screeching down the phone as if she was being strangled. Interrupted and wouldn't let me get a word in before finally hanging up. Extremely poor service and shocked RAC work with such a company. Adam Smith 18th September 2024 read more

Avoid at all cost. I broke down on Saturday and called RAC at 16:30. I was initially told that someone will be with me between 17:50-19:50. Around 20:30, I received a call from a lady from Richford Motors Services saying they have now taken over and that someone will be with me within an hour. At 9:30pm, I call them to enquire and they told me that the EAT had now changed and I had to wait another 1:30h because something urgent had come up. The lady on the phone made sure to let me know that I was covered only for 10 miles tow despite I was 100+ miles away from home. I told her that I knew that but I also knew that they should first had to have a look at my car to try and fix it. I also had a courtesy car included on my policy, but they rushed to hang up. I waited until 11:30 and called again. the same lady told me now that the EAT had changed to 1am, but someone would definitely be with me by then. When I started enquiring why all this delay, she kept mentioning my 10 mile tow. I insisted that that was irrelevant, that I was a female lone driver waiting since 4:30pm and that someone had to first come and see my car. She started becoming ironic and dismissive and said I was not a priority as I was on a "safe" place comparing to someone stuck on M1. Long story short, after calling a few times RAC and Richford, her handing up the phone to me, as well as lying that my driver is 4 and 10 minutes away, while letting me wait an hour, I was rescued at 3am, and the driver confirmed that he was in Gloucester or having his break, when I was lied that he was only a few minutes away. When I told her that even the police had stopped and offered to help me and take me somewhere safe 2am in the morning and yet I turned that down because I was deceived by Richford Motor, she told me sarcastically "you are welcome to call the police for help but I bet you they will arrive after we do." I really do not understand who employs these people, and why no one cared to do their job. Leaving someone in the middle of nowhere, feeling unsafe and scared, and lying to them on purpose, it is very dishonest, dangerous, and uncaring. I had friends and family offering to come and collect me, and yet because of her lies and thinking I was about to be rescued, I ended up feeling very vulnerable, in the middle of nowhere, waiting until 3am. Very rude and unhelpful. If I could I would give minus one stars, but at least Alex the driver was very nice. Avoid avoid avoid. read more

Richford Motors were subcontracted from the RAC. I had received a call at 3am to say that they could not get to my vehicle that I had to abandon it on an isolated dark country road. I managed to access another vehicle so that I could drive back and leave the key so they could recover my car later. They had been made aware I was a lone female. They told me they would be collecting my vehicle in about an hour, at 5am. However, my car was not collected until gone 11am. At no point did they advise me of all the delays. There was absolutely no need for me to venture back out at 4am in the morning to leave the key with my unattended vehicle. When I spoke to a female call handler later that day when I was trying to track down where my vehicle was, she told me that just because I was a lone female this 'did not make me vulnerable' and she was totally unsympathetic. I had requested that they provide me with a photo of where they had left my vehicle. Over 7 hours later when I still hadn't received it, I called Richfords again and spoke to a 'Manager' caller Alastair - who was equally as rude and unhelpful. I did end up swearing at him because he was extremely rude to me. I had a terrible experience, was put through extreme stress, treated with no compassion and have been left extremely disappointed. No wonder Richford have pages of terrible reviews online. I cannot believe the RAC continue to subcontract recovery work to this dreadful organisation - who treat people with no compassion at a time that is clearly stressful. Karen Olden. Matlock, Derbyshire 02/11/24 read more

My experience with RAC from start to finish was not the best, but when my job was then handed by them to richford motors it became dreadful. The staff I interacted with were rude, very unhelpful and had a careless attitude. I am sorry that my breakdown inconvenienced your day. You might want to think how missing 4 collection times (that you set) impacts your customers whole day after turning-up over 6 hours late! A worthy winner of a 'Wooden Spoon Award' and congratulations on turning a simple car recovery into a 7 hour Fiasco! read more

RAC need to throw these people as far as no one can ever reach them, as that is how they operate with you. Waiting since 3.30pm on a farm road with no lights and they keep delaying getting to you - with not even a call to let you know. Now told they will be 11.30pm. It's a joke. They are full of excuses! Our timing belt has gone and we have not eaten since 1.30pm and our elderly passengers have missed their medication. This sort of company needs to be gone. I will do everything possible to ensure everyone I know is aware RAC use this company. We have been left stranded in the dark on a farm road and not been able to put the hazards on as the battery has now gone flat and our phone batteries almost flat too. I tried to take this further with RAC and they just directed me to rac.co.uk/complaints read more

Broke down on the A1 at 19:20 on Thursday evening (1st August). Phoned the AA and the job was subbed out to these jokers. Was told they'd be with me in 60 mins. Then informed via app they'd be 15 mins late. Then at 21:45 got a phone call to say they'd be another 30 mins. 30 mins later got another call to say they'd be another 30 mins. At 23:15 was expecting another call but didn't even get that this time. At 23.35 they turned up with a low loader to try to repair my car. He told me he'd been recovering another motorist from the A1 and had dropped them at Markham Moor truckstop to wait to be recovered to their final destination in Huddersfield. They'd been quoted at least another 2 hours for a recovery truck, even though he was in a perfectly good recovery truck! He couldn't start my car and informed me I'd need to be recovered, however it wouldn't be him as he was too busy! I only needed to go 60 miles into Derbyshire. He told me seeing as they would have to wait at least 2 hours I'd have to wait longer as I had a bigger vehicle, even though his truck was perfectly adequate to recover me! I called the AA back and they got a recovery truck to me at 12:55am and stood Richford down. We then had to recover the other AA member who Richford had cleared from the A1 and dumped at the services. After dropping them off at Huddersfield I finally got dropped off at 05:10am... 10 hours to be recovered 60 miles! Why the AA use the clowns is beyond me. Disgraceful outfit! Paul Rowley. read more

The Range Rover could not be put in park and as such could not start the engine. Pick up arrived after initial visit and called a mechanic to come and have a look who diagnosed the problem and got the car started. The car was driven onto the loader and then taken to their Derby depot for delivery first thing to the garage outside of Derby (some 50 miles away). Despite the length of time, lateness of pick-up they were brilliant in terms of communication, putting me at ease and professionalism. Good company! read more

CAUTION!!! Ironically, this unscrupulous recovery and repair service company, hit and completely wrote off my bicycle, the Head of Business Development and his insurer agreed to pay for a new one, but the money was never transferred to my account. My numerous phone calls and emails were ignored by the company's Head of Business Development. So, be very wary: they may treat you politely when business is good for them but act dishonestly when they are in the wrong. And don't be fooled in thinking that, because they are contracted by Nottinghamshire Police Authority, they are trustworthy. They are a sham. read more