G E M Motoring Assist

What a con. I was expected to 'know' what was wrong with the vehicle and decide whether it needed roadside assistance or a tow truck as apparently I couldn't have both. They in breach of their own clause! They couldn't also give me an ETA but did say 'at least 4-5hrs' so their website is incorrect too. I was alone and it was 23.30 and I am a vulnerable adult. The level of customer 'care' I received was frankly abysmal.

I broke down on my scooter at 8pm on Sunday night. Was told any assistance would be at 1am at the earliest. Got myself home and asked for assistance to be provided at 12:30 the following day. Rung up and it hadn’t been booked. In the end recovered my bike myself. Been with GEM for 5 years now and never needed them. Won’t be renewing next year for sure

Excellent efficient service. Engine management light came on while we were on holiday. Called GEM, they arranged a 2 hour slot convenient to us, arrived on time, diagnosed and cleared the fault. The call centre operator and mechanic were both helpful & polite. Can't ask for anything more.

Thanks to the app, requesting help was simple. After one short call the rescue was sent. I had puntual information on the rescue truck position. The driver, very helpful, loaded the car and arrived to the garage just in time for the car to be received. It was a hassle free process. Very happy in my first time using GEM Motoring Assist service.

I am absolutely appalled by GEM. They sent out a mechanic to investigate a loud, metallic scraping noise when I tried to move the car. It turned out to be a stone trapped in the brake disc. However, the mechanic was completely incompetent, incorrectly placing the jack in the process of searching for the problem. This caused the car to suddenly collapse onto the jack causing £1400 worth of damage to the jacking point, sill and trim on a car less than 3 years old. The least you'd expect a break...