Reviewers often praise quick, polite roadside help and clear progress updates. Many members say signup is simple and online access is useful. A smaller but serious group report very long waits and breakdowns that were not resolved. Several accounts also raise issues around cover limits and missing paperwork after recoveries.
Examples from available reviews (Dec 2021 – Feb 2026).
Very fast, polite and competent attendance resolved the issue quickly.
“The guy turned up within 15 mins”
In remote area they left us stranded for 15 hours overnight.
“left with my daughter in the car from 10pm until 7am”
Company often tows rather than fixing faults at the roadside, misleading customers.
“They do NOT fix 80% of faults by the roadside”
Service did not cover lost keys and required paying a locksmith.
“Says they help with lost and stolen keys but turns out they dont.”
Many reviews mention prompt attendance and polite drivers. Reported arrival times range from under 20 minutes to about an hour. A clear minority describe extreme delays, including being left overnight on motorways.
Many reviewers call the cover good value and say they saved money after switching providers. Some highlight multi-vehicle cover and competitive pricing through local providers. A few reviewers say the service felt poor value.
Several customers say joining is easy and the website or app is simple to use. Reviews also point to an informative members' magazine and helpful call-centre staff. A small number mention issues with reclaim paperwork or reimbursement.
Reviewers often describe technicians as honest, efficient, and able to fix faults at the roadside. Others report being towed rather than repaired on site, plus exclusions such as lost keys not being covered. Complaints about these limits and repair restrictions show up repeatedly in negative reviews.
Many reviews credit frequent updates, clear ETAs, and courteous advisers. Several incidents describe smooth coordination between GEM and local recovery partners. A minority report weak communication during long delays and repeated, unwanted requests to leave a review.
Most reviews give the sense of timely, effective breakdown support. At the same time, a noticeable cluster of severe failures stands out and creates a sharp split in outcomes. Reviewers therefore report both high satisfaction and major service problems.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · Reviews (1) · Quotes shortened · As of: February 2026
They followed up after a near-breakdown and exceeded expectations.
“Went above what was expected”
Helpful call handler and outstanding recovery driver during breakdown.
“Can't fault the response i recieved to my breakdown.”
Long-term member reporting fast, efficient and friendly responses with good pricing.
“had A few call outs which have all been dealt with fast and efficient”
Drivers made the recovery smooth and pleasant.
“Two awesome drivers”
Comforted by cover, good cost and regular updates via email.
“cost and cover good.”
In remote area they left us stranded for 15 hours overnight.
“left with my daughter in the car from 10pm until 7am”
Fast, efficient service with easy access to support and good value.
“Fast efficient service.”
Technicians were honest, avoided unnecessary work and were quick.
“Didn't do jobs that didn't need doing.”
Recovery agent responded quickly, diagnosed issue and transported us home.
“Kieran (BVS Motors) was there within 45 mins”
Easy to set up membership and helpful call-centre staff.
“Easy to set up and very helpful call centre people.”
Left on M5 hard shoulder for 22 hours with poor communication.
“It was 22 hours from when we phoned them to when we finally got to our destination.”
Arrival time was satisfactory and staff were friendly.
“Arrival time , friendly”
Membership provides peace of mind despite not yet needing assistance.
“it is pease of mind !”
Recovery vehicle was dispatched within the hour and service was good.
“Sent out a recovery vehicle within the hour”
Technician arranged and arrived quickly, with prompt follow-up and support.
“Recovery vehicle arrived within 30 minutes.”
Simple contact, accurate arrival time and knowledgeable technician.
“approximate time which was pretty accurate”
Prompt compassionate response with van arriving within thirty minutes.
“The breakdown van arrived within half an hour”
Reliable recovery arrived promptly and got me home.
“Rescue on time”
Service did not cover lost keys and required paying a locksmith.
“Says they help with lost and stolen keys but turns out they dont.”
Broke down at night; service arrived in one hour and was excellent.
“The breakdown service arrived in 1 hour”
Company often tows rather than fixing faults at the roadside, misleading customers.
“They do NOT fix 80% of faults by the roadside”
App made requesting roadside assistance easy with a fast response.
“Easy to log request for roadside assistance using app”
Switched membership and saved a substantial amount.
“Just saved a bundle by leaving R*C after 54 years”
Excellent service with a great recovery driver.
“Excellent service, great recovery driver.”
Network recovery got us home quickly and courteously with helpful updates.
“keeping us updated and assured throughout.”
Hasn't needed rescue but found GEM professional and informative.
“extremely professional and helpful”
Not used breakdown service yet but impressed by magazine.
“especially the excellent magazine.”
Very fast, polite and competent attendance resolved the issue quickly.
“The guy turned up within 15 mins”
Logged breakdown via app and received recovery within ninety minutes.
“got assistance within an hour and a half.”
Following breakdown communication was easy and recovery time excellent.
“Easy communication, excellent recovery time.”
Hasn't used service yet but found website easy and pricing good.
“website easy to use and follow.”
Engineer arrived on time and resolved the problem immediately.
“The Engineer turned up on time”
GEM and partners communicated frequently and resolved the breakdown responsibly.
“I received countless calls from GEM”
First call excellent but subsequent callouts were delayed and complaints ignored.
“So, excellent when they do what they should, but in my experience wholly unreliable for any sort of call-out.”
GEM keeps me informed through regular updates.
“Keeps me informed”
Has only purchased policy and is repeatedly asked for reviews.
“GEM keep asking for a review.”
First breakdown after seven years was handled with great communication.
“great comms and great service”
Membership covers me for multiple vehicles, which suits my needs.
“covered for any vehicle”
App enables location and quick connection; magazine informative.
“App based service”
Responded promptly and provided the best breakdown service experienced.
“Gem is the best breakdown company I have used!”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
GEM Motoring Assist provides breakdown cover and roadside recovery services in the United Kingdom. It sells membership plans for emergency help and vehicle recovery. GEM runs a customer service centre and works with local recovery partners and technicians. Members can manage their cover and request help through the website or a mobile app. The organisation also publishes a members' magazine and posts policy documents online.