Car would not start when we went to leave Cherwell Valley Services on M40. Contacted Gem for assistance using their app and within minutes a recovery agent was assigned to us. Kieran (BVS Motors)... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
GEM breakdown has been amazing. I was worried when my car broke down for a second time within a month of the previous rescue (different issue) , that I wouldn't be able to make use of recovery again.... See more
Company replied
You can’t trust a car! Had my car brakes gone, but had to cover a trip back home near 250 miles. I was really fortunate to have GEM Motoring for my Personal Road Assistance. Called GEM and no hassl... See more
Company replied
Van wouldn't start. Very helpful and polite initial phone conversation with GEM and, after some confusion over the eligibility of my van (ex HM Prison service van formerly used as a minibus) it got so... See more
Company replied
Company details
Written by the company
For more information visit www.motoringassist.com GEM are multi-award winners and have been placed in the Top 3 breakdown recovery providers in the Auto Express Driver Power Survey for 12 years, coming first place 9 times. GEM Motoring Assist has also received a Defaqto 5 Star Rating for its Breakdown Cover, which means it provides one of the most comprehensive policies in the market.
Contact info
Station Road, RH18, United Kingdom
- 01342 825676
- info@motoringassist.com
- motoringassist.com
4.6
Excellent
2K reviews
Replied to 90% of negative reviews
Typically replies within 24 hours
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Absolutly awful
Absolutly awful. Be aware that the service is provided by a 3rd party and they do not have their own patrols. If you live in a remote area, like me, you are probably not going to be recovered outside of business hours. I was left with my daughter in the car from 10pm until 7am when they fitted a new tyre after a blow out from a pothole. They told me it was fine to drive and left. I then found that the back tyre had also blown out and they had just left that one. We eventually got recovered by 1pm a total of 15 hours after reporting the problem. -1 degrees outside on a dark country road with no where to go.
January 6, 2026
Unprompted review
Reply from GEM Motoring Assist
Dear Member,
Thank you for taking the time to comment.
We are very sorry and disappointed to read that the service you received to your breakdown was below our usual standard.
We understand your complaint is being investigated by our Customer Services Department to find out what went wrong on this occasion.
Kind regards
The GEM Team
Fast efficient service
Fast efficient service. Easy access for advice and support. Value for money.
July 14, 2025
Unprompted review
Reply from GEM Motoring Assist
Dear Member,
Thank you for taking the time to provide such a positive review about the fast and efficient service we provided during your breakdown.
Please do not hesitate to refer your friends and family to GEM. Your friend simply calls our friendly Member Services team and joins GEM, quoting your name and membership number. You will receive a £20 voucher and your friend would receive a £10 voucher. There's no limit on the number of people you can refer, so you'll keep receiving rewards for every friend who signs up to GEM.
If you have any questions in future we are happy to help in the Member Services Team. Happy motoring.
Kind Regards
The GEM Team
Reply from GEM Motoring Assist
Dear Member,
Thank you for taking the time to provide such a positive review about the helpful service we provided during your breakdown.
Please do not hesitate to refer your friends and family to GEM. Your friend simply calls our friendly Member Services team and joins GEM, quoting your name and membership number. You will receive a £20 voucher and your friend would receive a £10 voucher. There's no limit on the number of people you can refer, so you'll keep receiving rewards for every friend who signs up to GEM.
If you have any questions in future we are happy to help in the Member Services Team. Happy motoring.
Kind Regards
The GEM Team
GREAT SERVICE FROM EVERYONE INVOLVED
Car would not start when we went to leave Cherwell Valley Services on M40. Contacted Gem for assistance using their app and within minutes a recovery agent was assigned to us.
Kieran (BVS Motors) was there within 45 mins having already rung us to say he was on his way. Diagnosed a split fuel pipe and told us that he would have to transport us home to Peterbough (75 miles). What a great guy, nothing was too much trouble for him.
Gem, thank you for your efficient service, as usual, and to BVS Motors, hang on to Kieran, he is a great ambassador for your company.
December 26, 2025
Unprompted review
Reply from GEM Motoring Assist
Dear Member,
Thank you for taking the time to provide such a positive review about the service we provided to you recently. We're glad to hear contacting us was simple and we got you home safe.
Please do not hesitate to refer your friends and family to GEM. Your friend simply calls our friendly Member Services team and joins GEM, quoting your name and membership number. You will receive a £20 voucher and your friend would receive a £10 voucher. There's no limit on the number of people you can refer, so you'll keep receiving rewards for every friend who signs up to GEM.
If you have any questions in future we are happy to help in the Member Services Team. Happy motoring.
Easy to set up and very helpful call…
Easy to set up and very helpful call centre people. However you can only really tell how good they are when you need them, so hope I never really have to test them!
September 11, 2025
Unprompted review
Reply from GEM Motoring Assist
Dear Member,
Thank you for taking the time to provide such a positive review about GEM when you set up your policy.
Please do not hesitate to refer your friends and family to GEM. Your friend simply calls our friendly Member Services team and joins GEM, quoting your name and membership number. You will receive a £20 voucher and your friend would receive a £10 voucher. There's no limit on the number of people you can refer, so you'll keep receiving rewards for every friend who signs up to GEM.
If you have any questions in future we are happy to help in the Member Services Team. Happy motoring.
Kind regards
The GEM Team
22 hours recovery on M5 hard shoulder, Gem did not seem to care
I had always rated Gem Assist and had been a loyal customer for 8 years, they had always come out quickly and I recommended them to everyone I knew, but this week they really let me down.
Our car lost power in the middle lane of the M5 so we were thankfully able to pull over, get over the barriers by the side of the motorway and ring Gem. The time was 7.30pm and it was dark. The car was in a very dangerous situation, just before a junction where the hard shoulder had started to thin. We also called 999 and traffic police arrived and helped us roll the car back a few metres to the hard shoulder then left us to it.
We were standing amidst brambles behind the barriers in the freezing cold in the dark for almost 3 hours before recovery finally arrived - during this time when I phoned them for an update or they phoned us to check on us they kept saying it would be here in 20 mins, 10 mins, but recovery never turned up within the time that they said so I felt like I was constantly being fobbed off, and even though I told them I was in pain from my arthritis from standing for long periods in the cold they did not seem to care.
When the recovery van finally did arrive between 10.15pm and 10.30pm they had been told we were in an emergency layby so having arrived in just a van and not a flat bed truck he was unable to recover us.
We rung Gem back and were told they would ring us with an update.
45 minutes later they still had not phoned us back so we phoned them again, after it ringing out for ages and feeling like our number was being ignored we were told we would now not be able to be recovered until 1.00am and even then they could not get us home - we were shocked at this - we were only 2 hours from home at this point, it wasn't like we were a long way from home or in a rural area.
I was devasted and burst into tears as this meant 2 more hours of standing. I was in terrible pain from my arthritis as I can't stand for long periods and being chilled to the bone did not help. I just sobbed on my husband's shoulder. We had been standing in the freezing cold for 4 hours at this point. The young people on the other end of the phone at Gem did not seem to care and offered no sympathy even though I told them I was in terrible pain and we were really scared.
The second recovery vehicle arrived at 1.22am and took us to the nearest services that had a hotel so we could get some sleep. Gem never called to make sure we were OK once during this time and I felt completely abandoned and that they did not care even though we were still in a dangerous situation and were really suffering. They only called us at 2.11am when we got to services to say they would speak with us again in the morning regarding the recovery. They did not ask how we were.
We had been standing by the hard shoulder of the M5 for 6 hours in the freezing cold and dark with no food or water, thoroughly chilled and terrified in case a passing lorry clipped our car, in constant pain from my arthritis and with nowhere to sit down - it was unbearable.
The next morning we spoke with them and got a message to say our next recovery would be 3.00pm.
We spent the day at Services which was again a long wait but at least we weren't by the roadside.
We never heard from them again and received no updates or live links as to how far away our next recovery was - the live link was still stuck on the 1.00am recovery. I didn't bother ringing as I just couldn't bear to be fobbed off again and the message just said to call them if recovery had not arrived by 3.02pm, we were mentally preparing ourselves for another night in the hotel and potentially days at the services until we could get home, judging by our experience the previous day. The first we heard that anyone had arrived was when we received a phone call from the recovery company itself to say that their van was with our car in the car park. Gem did not contact us once.
We had been sent an email address to send our receipts to for our hotel stay but there was a spelling error in the email so it got returned, I then guessed at what the right spelling might be and it went through. My husband's name was also mis-spelt even though they had our membership numbers.
We understand that it may have been a busy time for recovery drivers as they claimed, although it was a Thursday evening well after rush hour in a well populated area of the country not in a remote area. But their biggest error was messing up our first recovery by telling them we were in a layby, I have no idea why they had told the recovery company that we were in a layby. I have videos to prove that we were not. Also their complete lack of compassion and care on the phone and them not keeping in touch with us despite the terrible situation we were in with our location, the length of the standing and my pain.
It was 22 hours from when we phoned them to when we finally got to our destination.
I feel that I will never trust them again.
December 18, 2025
Unprompted review
Reply from GEM Motoring Assist
Dear Member
We were sorry to read that the service you received to your recent breakdown was not up to our usual high standards. We would like to investigate this further, so if your complaint has not already been logged with Customer Services, please can you email customerservices@call-assist.co.uk with your name and registration number, so we can investigate it for you.
Kind Regards
The GEM Team
Reply from GEM Motoring Assist
Dear Member,
Thank you for taking the time to provide a positive review about the friendly service we provided to you recently.
Please do not hesitate to refer your friends and family to GEM. Your friend simply calls our friendly Member Services team and joins GEM, quoting your name and membership number. You will receive a £20 voucher and your friend would receive a £10 voucher. There's no limit on the number of people you can refer, so you'll keep receiving rewards for every friend who signs up to GEM.
If you have any questions in future we are happy to help in the Member Services Team. Happy motoring.
Kind regards
The GEM Team
Thanks to Ian
Thanks to Ian , I'll be here for another year ! Even though I have not needed to use this service it is pease of mind ! & in my book that's a big thing, if it comes that I do need help I hope your as good as your reviews, Regard's.......
December 16, 2025
Unprompted review
Reply from GEM Motoring Assist
Dear Member,
Thank you for taking the time to provide such a positive review. We're happy to hear our service gives you peace of mind.
Please do not hesitate to refer your friends and family to GEM. Your friend simply calls our friendly Member Services team and joins GEM, quoting your name and membership number. You will receive a £20 voucher and your friend would receive a £10 voucher. There's no limit on the number of people you can refer, so you'll keep receiving rewards for every friend who signs up to GEM.
If you have any questions in future we are happy to help in the Member Services Team. Happy motoring.
Kind regards
The GEM Team
Good service..
Good service... Sent out a recovery vehicle within the hour
December 14, 2025
Unprompted review
Reply from GEM Motoring Assist
Dear Member,
Thank you for taking the time to provide such a positive review about the helpful service we provided to you recently.
Please do not hesitate to refer your friends and family to GEM. Your friend simply calls our friendly Member Services team and joins GEM, quoting your name and membership number. You will receive a £20 voucher and your friend would receive a £10 voucher. There's no limit on the number of people you can refer, so you'll keep receiving rewards for every friend who signs up to GEM.
If you have any questions in future we are happy to help in the Member Services Team. Happy motoring.
Kind regards
The GEM Team
Called due to car failing to start
Called due to car failing to start in garden centre car park which would close in 2 hours. Very helpful operator. Arranged recovery technician within 5 minutes. Call followed from technician within 5 minutes to check my position and presentation. Recovery vehicle arrived within 30 minutes. Technician supportive, polite and helpful. Received a follow up call from GEM within an hour of initial call to ensure technician had arrived and I was safely back on the road. Faultless service throughout.
December 4, 2025
Unprompted review
Reply from GEM Motoring Assist
Dear Member,
Thank you for taking the time to provide such a positive review about the helpful service we provided to you recently. We are extremely please that your recovery was up to the high standard that we expect.
Please do not hesitate to refer your friends and family to GEM. Your friend simply calls our friendly Member Services team and joins GEM, quoting your name and membership number. You will receive a £20 voucher and your friend would receive a £10 voucher. There's no limit on the number of people you can refer, so you'll keep receiving rewards for every friend who signs up to GEM.
If you have any questions in future we are happy to help in the Member Services Team. Happy motoring.
A great breakdown alternative to the well-knowns
Contacting them was simple. I was given an approximate time which was pretty accurate and not unrealistically hopeful.
The chap was very knowledgeable and helped to diagnose the issue.
Got towed back home as well
April 10, 2025
Unprompted review
Reply from GEM Motoring Assist
Dear Member,
Thank you for taking the time to provide such a positive review about the service we provided to you recently. We're glad to hear contacting us was simple and we got you home safe.
Please do not hesitate to refer your friends and family to GEM. Your friend simply calls our friendly Member Services team and joins GEM, quoting your name and membership number. You will receive a £20 voucher and your friend would receive a £10 voucher. There's no limit on the number of people you can refer, so you'll keep receiving rewards for every friend who signs up to GEM.
If you have any questions in future we are happy to help in the Member Services Team. Happy motoring.
Kind regards
The GEM Team
EXCELLENT SERVICE
As an older lady I was very upset when my car wouldn't start after a shopping trip far from home and felt very vunerable. I rang GEM, a nice man answered the phone immediately and took my details. He said somebody would be with me within two hours. After 15 mins another man from GEM rang me to see if I was ok. The breakdown van arrived within half an hour and got my car started. They rang later to ask if I was ok and had I got to the garage without a problem, which I had. Amazing service from the company.
November 28, 2025
Unprompted review
Reply from GEM Motoring Assist
Dear Member,
Thank you for taking the time to provide such a positive review about the helpful service we provided to you recently.
Please do not hesitate to refer your friends and family to GEM. Your friend simply calls our friendly Member Services team and joins GEM, quoting your name and membership number. You will receive a £20 voucher and your friend would receive a £10 voucher. There's no limit on the number of people you can refer, so you'll keep receiving rewards for every friend who signs up to GEM.
If you have any questions in future we are happy to help in the Member Services Team. Happy motoring.
Kind regards
The GEM Team
Smooth
No hitches.Reliable recovery. I was ready,warm clothes, chocolate, water.Luckily overheating,so had a. minute to find a parking spot,local workers offered a loo.Rescue on time,called truck,arrived fast ..was cold..home prompt.
November 21, 2025
Unprompted review
Reply from GEM Motoring Assist
Dear Member,
Thank you for taking the time to provide such a positive review about the helpful service we provided to you recently. Well done for being ready too! Chocolate is a must in these situations!
Please do not hesitate to refer your friends and family to GEM. Your friend simply calls our friendly Member Services team and joins GEM, quoting your name and membership number. You will receive a £20 voucher and your friend would receive a £10 voucher. There's no limit on the number of people you can refer, so you'll keep receiving rewards for every friend who signs up to GEM.
If you have any questions in future we are happy to help in the Member Services Team. Happy motoring.
Kind regards
The GEM Team
Totally rubbish.
Says they help with lost and stolen keys but turns out they dont. When I queried this, they said I would still need to pay for the locksmith. So no idea what I paid them for cover for.
November 27, 2025
Unprompted review
Reply from GEM Motoring Assist
Dear Member,
Keys are covered under our policies as follows:
Keys : (Page 7 in our Terms and Conditions)
If you lock the vehicle keys within the vehicle or they are lost or stolen within the territorial limits, we will pay the callout and mileage charges back to the recovery operator’s base or your preferred destination if closer. All other costs incurred, including any specialist equipment needed to move the vehicle or secure storage costs will not be covered.
If you were not offered this service, please email: customerservices@motoringassist.com quoting your membership number and we will investigate this further.
Broken down on a dark cold night....…
We broke down just after leaving the A12 at Galleywood. The engine just died and I suspected that the cam belt had broken (this turned out to be correct) so there was no hope of road-side repair! I called GEM and found them to be very helpful, efficient and reassuring. The breakdown service arrived in 1 hour and was excellent (Goldstone Recovery). Breaking down at night in the cold is never much fun but the whole experience was much improved by GEM/Goldstone.
November 17, 2025
Unprompted review
Reply from GEM Motoring Assist
Dear Member,
Thank you for taking the time to provide such a positive review about the helpful service we and Goldstone Recovery provided to you recently.
Please do not hesitate to refer your friends and family to GEM. Your friend simply calls our friendly Member Services team and joins GEM, quoting your name and membership number. You will receive a £20 voucher and your friend would receive a £10 voucher. There's no limit on the number of people you can refer, so you'll keep receiving rewards for every friend who signs up to GEM.
If you have any questions in future we are happy to help in the Member Services Team. Happy motoring.
Kind regards
The GEM Team
Excellent service
Car would not start on one of the coldest days of the year - I expected to be waiting ages for assistance. After contacting GEM through their easy-to-use app they despatched help within 15minutes and they arrived within 35 minutes. A full check was made and the problem diagnosed within half an hour. They got me going to enable me to drive to the main dealers for repairs.
November 19, 2025
Unprompted review
Reply from GEM Motoring Assist
Dear Member,
Thank you for taking the time to provide such a positive review about our easy to use app and the helpful service we provided to you recently.
Please do not hesitate to refer your friends and family to GEM. Your friend simply calls our friendly Member Services team and joins GEM, quoting your name and membership number. You will receive a £20 voucher and your friend would receive a £10 voucher. There's no limit on the number of people you can refer, so you'll keep receiving rewards for every friend who signs up to GEM.
If you have any questions in future we are happy to help in the Member Services Team. Happy motoring.
Kind regards
The GEM Team
Highly recommend
I've used the GEM service twice in he past 4 months. Both times the service has been easy to use. Communication is well structured, good and easy to use. The recovery services have arrived when they said they would. They were knowledgeable and assisted me to make sensible decisions and get me home or on my way again. I highly recommend GEM
November 16, 2025
Unprompted review
Reply from GEM Motoring Assist
Dear Member,
Thank you for taking the time to provide such a positive review about the helpful service we provided to you recently.
Please do not hesitate to refer your friends and family to GEM. Your friend simply calls our friendly Member Services team and joins GEM, quoting your name and membership number. You will receive a £20 voucher and your friend would receive a £10 voucher. There's no limit on the number of people you can refer, so you'll keep receiving rewards for every friend who signs up to GEM.
If you have any questions in future we are happy to help in the Member Services Team. Happy motoring.
Kind regards
The GEM Team
Excellent service
Excellent communication throughout. Arranged for the car and us to travel 330 miles home in just two legs. So glad we are with gem and cannot praise them enough.
November 16, 2025
Unprompted review
Reply from GEM Motoring Assist
Dear Member,
Thank you for taking the time to provide such a positive review about the helpful service we provided your wife recently.
Please do not hesitate to refer your friends and family to GEM. Your friend simply calls our friendly Member Services team and joins GEM, quoting your name and membership number. You will receive a £20 voucher and your friend would receive a £10 voucher. There's no limit on the number of people you can refer, so you'll keep receiving rewards for every friend who signs up to GEM.
If you have any questions in future we are happy to help in the Member Services Team. Happy motoring.
Kind regards
The GEM Team
Worse than useless.
Flat battery on tiny country lane where I live. Single woman, hence the need for breakdown cover.
First call 10.57 Thursday, requested roadside assist, advised them not to send recovery truck. Two hours later a recovery truck arrived.
Driver couldn't do breakdowns.
He went away to request roadside assist. Didn't come.
After lengthy phone call to Gem was assured roadside assist would come, advised them not to send recovery truck.
Ninety plus minutes later a recovery truck arrived. Driver went away to request roadside assist.
Spoke to customer service again. As it was now dark (no street lights) and very cold I suggested they ask someone to come in the morning.
Received text at 8.05 saying someone would be with me by 9.35am, they didn't turn up. Was then promised that someone would be with me by 11.48am, they didn't turn up.
Customer service didn't phone back as promised. Now awaiting a call by 1pm. Twenty seven hours after my original call.
Avoid this organisation; it is essentially a call centre that does not follow through.
November 21, 2025
Unprompted review
Reply from GEM Motoring Assist
Dear Member
We were sorry to read that the service you received to your recent breakdown was not up to our usual high standards. We would like to investigate this further, so if your complaint has not already been logged with Customer Services, please can you email customerservices@call-assist.co.uk with your name and registration number, so we can investigate it for you.
Kind Regards
The GEM Team
Very efficient service
Very efficient service. Didn’t have to wait to long, and they sorted out a taxi for my 2 passengers to get them home. Very friendly and caring customer service. Would highly recommend
November 15, 2025
Unprompted review
Reply from GEM Motoring Assist
Dear Member,
Thank you for taking the time to provide such a positive review about the helpful service we provided you. We glad to hear you didn't have to wait long and your passengers got home safe.
Please do not hesitate to refer your friends and family to GEM. Your friend simply calls our friendly Member Services team and joins GEM, quoting your name and membership number. You will receive a £20 voucher and your friend would receive a £10 voucher. There's no limit on the number of people you can refer, so you'll keep receiving rewards for every friend who signs up to GEM.
If you have any questions in future we are happy to help in the Member Services Team. Happy motoring.
Kind regards
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