GEM Motoring Assist -

User N.

Awful company. Called them at 10.40 pm on Sunday night for a recovery of 20 miles. Took ten minutes to get through to actually speak to someone. Was told the recovery truck would be with me in 40 minutes. An hour later I called them back (another 10 minutes to get through) to be told it would be another hour on top of the 40 minutes, and they had sent me a text to confirm this. I didn't get any text. The person I spoke to then resent the text which arrived immediately. So in my opinion the original text simply wasn't sent in the first place. I was then put on hold whilst they double checked the recovery truck arrival time. Was then told it would be another 30 minutes on top of the additional hour they had already stated.
As I was working the next day I decided to drive home with a damaged wheel. I'm not renewing my membership in 3 months and I wouldn't recommend this company to anyone. They're a con. £96 membership paid out for nothing in return.

Edit
I received a £20 refund after I made an official complaint. This complaint was initially investigated in-house, after which they found they hadn't done anything wrong.
So I escalated the complaint, and they then conceded that their service wasn't up to par.

Alastair H.

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 breakdown mechanic to be able to do is use a jack properly. I could forgive them but they have now told me it is going to take up to 8 weeks to investigate before they can "make me an offer!" Step up and take responsibility GEM...this is disgusting!

Wayne H.

Always superb service from Gem, reasonably priced so I stay with them every year rather than play games the Rac and AA where you had to alternate every year rather than be ripped off at renewal.

I had someone out today within 40 minutes of a breakdown and was up and running again 5 minutes later, they send you a link with a real time update of where the recovery is which is great.

I've never had a problem with Gem in the 5 years I've been with them, I highly recommend them.

Sara Y.

Having broken down on a busy ring road, Gem Assist provided excellent support from start to finish. Everybody involved was polite, empathetic and efficient. I was given a choice of how I wished to be helped and kept informed throughout the process. Impressively, my car and I were rescued in under an hour. I also received a follow up call, a little later, to ensure both I and my car were safe. A first rate service!

Mark S.

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

Juan J. V.

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.

Annabelle T.

I experienced a puncture and called GEM Assist for help; the person at the call centre was very helpful and arranged for a local garage to send someone out to me. the mechanic had arrived and completed the job within an hour and left me, fully able to use my car before the end of 'window of arrival time'. a very efficient an reassuring service.

J M.

I have been a member of GEM Motoring Assist for a number of years and probably used them 3 times. Their local garage mechanics have always attended when expected and been able to fix the problem either straight away or got the car going so I could get to a garage. Their customer service has always taken lots of details and in turn informed me of what was going to happen next. They have always been helpful and I have always felt in safe hands. I am without a vehicle at the moment but would not hesitate to have their breakdown cover again if needed. Lots of little extras as well in the shape of motoring information. Thanks GEM.