....dare I say there is probably more to this story than what was posted? ie their actual reply in email? or events leading up to?

Either way, that is not the way to type up an email of complaint, you'll be put in the category of a whinger and ignored. A polite, professionally typed complain always gets more notice or credibility.

Also, I have been with RAC with for quite a while, and have made several (faultless) claims (with a lightly modified car - which they knew about) they have never caused me any grief and have always been helpful.
In saying this, I understand that everyones experience is different, and not everyone can get the outcome they want.

Quoting the group P-wrx and painting us with the same brush... not cool.