Extremely disappointed with RACV's recent service which resulted in my car window smashing. RACV have so far denied liability and refuse to reimburse me for the cost of the new window (although their auto-glass department charged me $325 for the replacement).

I've been an RACV member for over 10 years, as well as having my car insured with RACV during that time. Disappointing that Australia's most lucrative mutual organisation won't admit fault and cover damages they're responsible for. Further RACV has at present profited, as I then had pay RACV Auto Glass to come and replace the window. So much for their motto - "We're there for you".

I was locked out of my car with the keys inside so called roadside assistance. Serviceman tried to open the drivers side door by prying open top corner near window and then tried used a metal rod to pull handle. This was unsuccessful due to the car being deadlocked. Serviceman commented on it being very difficult to get into Volkswagen vehicles. I got spare key taxi'd to me. Car remained stationary under carport. 3 days later when I went to use my car the drivers door tempered glass window completely shattered when the door was pulled shut after getting in (door was pulled shut lightly - certainly no excessive force).

I feel there's clearly a connection between the glass smashing and the technique used 3 days earlier to attempt to break into car. I have no issue with the method used to try to gain entry - obviously most of the time it works fine. But there is some risk of damaging the vehicle / cracking the glass / compromising the windows strength. RACV took zero responsibility for the damage their serviceman caused. Car doors and windows are not designed to be bent or pried open. They are however designed (assuming they're not already cracked) to withstand high temperatures and fluctuations in temperatures - RACV's member relations & investigations team attempted to blame the sudden shattering of the window on a few consecutive days of 30 degree temps - for a car parked under a carport.

On a side note regarding installation of perspex temp glass by RACV roadside assist (cost: additional $80). I thought I was told on the phone that the serviceman fitting the perspex temp glass would clean up all the smashed glass inside my car and on the driveway. When the serviceman was finished and I brought this up I was told that this was not their responsibility and that RACV Auto Glass would do that (they were booked to come 3 days later). I figured I had misunderstood the phone call, but I needed to drive my car immediately so I cleaned up all the glass out of the car and from driveway. I have since discovered the RACV serviceman was in fact supposed to have cleaned up the glass as part of his fee. This was not done AT ALL! I have received nothing more than a fairly pathetic apology over the phone. And no reimbursement for any part of the $80.

On a further side note, the auto glass serviceman did not clean the glass out from inside my door. Nor did they clean the adhesive tape that was used to secure the temp glass off of window frame. I can hear glass pieces rattle inside the door, and occasionally small shards of glass fall out of small holes at the bottom of door onto the road / where I am parked. I was alerted to the latter when a small piece of glass got lodged in my bare foot after I had been surfing on the weekend. I am currently waiting a further 24-48 hours for an RACV Auto Glass serviceman to call me to make a booking to finish cleaning the glass out of the door.

Approximate cost: $400