Do not ever use Roadangels.com.au
I apologise for this long post. Here it goes:
Motto of this review: Do NOT EVER, EVER use a roadside assist company called Roadangels.com.au.
My tyre blew out today. On the recommendation of my insurer I contacted these ‘road angels’. There are no phone numbers, you have to go online to fill out your details, rego, etc., then the next thing they ask for is payment upfront (AUD213 in my case). I received a text from them at 12.52pm saying a technician had been dispatched. (The technician wasn’t notified until 1.35pm)
After doing all that I suddenly remembered I had automatic Audi roadside assist membership (silly me, I know) & so tried to cancel the call out with Roadangels.com.au at 1.12pm). I went to their chat box & let their ‘bot’ know assistance was no longer required (‘she’ wished me a good day 😄). Plus I sent them an email. I also went back to the online form & clicked ‘Assistance Completed’. Unfortunately that was too late - once you lodge a call out it cannot be cancelled, and of course the payment will not be refunded.
Audi turned up within 20 minutes & I was on my merry way soon after.
Almost two hours (2.40pm) after Roadangels said they had dispatched a technician, I got a call & text from said technician saying he was at the breakdown address & where was I? I told them I had cancelled the call out an hour & a half ago. He told me he got the call out notice at 1:35pm, almost half an hour after I had cancelled it.
At the same time I received a reply from roadangels stating:
‘It’s not possible to cancel your assistance request once your provider has been dispatched for your call out’ (He hadn’t been dispatched then).
‘Any disruptions to this schedule can cause delays and issues for future customers and for this reason, we cannot provide refunds for cancellations or change of mind.’
Really?! I had given them plenty of notice - could they not have communicated with or rerouted their workers ?
Insurers, please do not recommend Roadangels.com.au to anyone. I have given my insurer feedback on my experience.
P.S. There is no clarification on the payment page that the payment you are making is non-refundable.
Update: Full refund received after I raised dispute with financial institution