Call Assist - Colchester

Chris M.

Tried calling to arrange recovery and was dealt with by a call handler who wasn't clear at all when speaking and wasted so much time having me repeat simple location names and information. Absolutely useless. By the time the call handler had gotten to getting my location I had found alternate recover. Definetly would not recommend so frustrating especially when you're stuck at the side of the road in the cold.

Tristram S.

Great customer service following disappointing breakdown recovery

A company where, for once, when they screw up doesn't try to defend it or talk over the customer, but actually listens, admits that the service wasn't great*

* being left, avoidably, in a relay car-park for 60+ minutes; with the customer able to find 2 available recovery companies that CallAssist seemingly couldn't

Hopefully the manager who resolved it will (a) get promoted and (b) be asked to teach great customer service principles to others

Thanks to this experience, I will probably renew next year where I hadn't planned to

Naji M.

Insured with Dynamo who use Call Assist to manage breakdowns - broke down on 26th June 16:30 and was not attended to until 22:31.

Called after the first 2 hours of waiting to be told that I was not covered by Call Assist and that Dynamo had neglected to send my insurance details to them. I then had to send proof that I was in fact covered so that they could attend. By this time it was 19:00 and I was told someone would be with me within 90 minutes but still no one arrived until 22:31.

When I called to complain to Call Assist I was offered just £30 compensation for the mix up and 6 hour delay. I refused this and was advised that someone from a different department would call to speak with me about escalating my complaint. It's been over 3 weeks and despite my calls to them I have had no further contact regarding my complaint, let alone any resolve.

It would seem their customer service team basically have little to no function and that their complaints department prefer to ignore drivers until they eventually give up pursuing their grievances.

The 6 hour delay in receiving help meant a loss in earnings as I was scheduled to be working that evening. The small amount of compensation offered is insulting and I have never received any further follow up. I have received no formal apology or notification of any intent of resolving the matter.

My issue is both with the incompetency of Call Assist and lack of efficiency from Dynamo (who I will also be publicly reviewing).

Neither companies appear to be putting their customers first, terrible customer service and complete lack of communication.

Steven M.

Avoid these guys, I've currently been waiting to be rescued for 5 hours, I've had 1 truck pick me up and offload me 28 miles up the M1, then leave. I'm currently waiting on another truck who should have been here an hour ago, still nothing. The help services don't have a clue. I would honestly not waste my own money on these guys. Seriously avoid them

David P.

Their contractor damaged my new-to-me van in Feburary 2024 and it's taken me 8 months and over 75 emails to prove their investigation was flawed and not carried out thoroughly or competently. I was also not given the chance to take my case to the F.C.A as the website and email signatures lead you to believe.

Some correctly key points of my case:

- Recovery Operator's recommendations not followed by the recovery driver
- No paperwork explained or produced
- Submitted paperwork was falsely signed as me
- Internal investigation by a senior investigator was not competently carried out
- Phone communications were not possible
- My questions still remain unanswered in writing
- Independent estimates are required but they have a preferred supplier so you will be wasting your time and money getting the quotes
- Emails sometimes took nearly 2 weeks or more to answer
- Every monetary figure submitted seemed to be a chance for them to try to negotiate a lower settlement even after a recorded letter of intent of small claims court proceedings
- Their actions have caused me, a sole trader, anxiety, stress, the loss of over £4000 in administration costs and loss of earnings
- My property has spent more time damaged due to their actions than I have had it undamaged
- Required a 2nd internal investigation to show I was right but still wont answer my questions in writing!

After proving I was correct from the start I finally received payment for the damage done 8 months ago but no further compensation for any of the above has been offered as good will even thought my case had all those issues!

Jason G.

Please Please use anybody other than these clowns. Broke down in Stoke on my way home to Dumfries. Collected within 20 minutes and taken to an isolated service station to await a further recover vehicle to take us home…
… 14 hours later we are still waiting, despite being told time and time again that recovery had been arranged.
All we kept getting told was that “they were very busy” or the recovery driver had called in sick and they were looking for an alternative.
Worst service I have ever experienced.
All call centre staff are worse than incompetent. This could have been fixed in 15 minutes with a bit of communication and information. Please go elsewhere for your breakdown cover

joanne N.

We had been with the aa before who were abysmal. Good communication and responsive online/ txt service kept us up to date. Made for a better experience than with AA

Eseyas T.

This company is the worrest in the world
They are not helpful even they don’t care about you they don’t think why they collect your money every month when you call them in the morning they may answer your call second day
My car is broken done in the city center then I called and reported to them at 10.00
In the morning they ignored me I waited them until 22.00in the night after that I ordered other company by£300 to recover my car
So Iam not recommending any one to use this company