The AA Reviews

Name: The AA
Rating: 2.82

2.8 Rating 1,974 Reviews

45 %

of reviewers recommend The AA

Company Reviews

Questions

Metrics

2.8

Based on 1,974 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Over A Month
Documents Delivered On-time	Greater than 36%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	1.7 out of 5
Avg Email Response Time	-1 hours
Cancellations & Refunds
Cancellation Process	Difficult

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Phone:

03300 531 100

Email:

customer.solutions@theaa.com

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Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Cancelled my policy on 10th sept,( policy end was 12th). Surprise surprise they offered me a cheaper quote but still way above Direct Line. Received an e.mai on the13th sept advising me of an extra £30+ charge for a named driver issue! Rang AA and discovered they had not cancelled my policy and had charged my credit card! The named driver issue ( no blame attributed) was declared to Direct Line with no problem. The adviser ( not the one I "cancelled " my policy with ), was helpful and apologetic but I am not a happy bunny! Very quick to demand money but obviously not so keen to hand it back!!”

Helpful Report

Posted 5 years ago

“Terrible not even sure if I am currently insured took my money quick enough I have not proof of insurance .”

Helpful Report

(Car Insurance) - Posted 5 years ago

“Today 7th September 2019 I was coming out of russell street to turn right and one of your Van's was in the yellow box my lights turned green. In a 13metre coach and unable to move off on a green light because the AA van was causing an obstruction when I looked at him, he proceeded to show me a very badly manicured middle finger. People driving round in company Van's with company name on it should be very careful not to be rude to the general public. It's a pity it's a saturday as I was told the complaints department Not open. Plus he needs to be reminded of the high way code he was not supposed to be in the yellow box anyway. Total idiot”

Helpful Report

Posted 5 years ago

“Disgusting service......They cause more harm then good then when it comes to compensation they seem to claim their technical department know more than Land Rover themselves. Totally disgusting service, customer care and don't let them touch your car unless you want to be out of pocket. Requested copies of calibration certification of machinery used and they cant even provide that. BAD BAD BAD COMPANY YOU ARE BETTER USING ANOTHER COMPANY!!!!!!”

Helpful Report

Posted 5 years ago

“Just over a week ago my Land Rover Defender's immobiliser key fob broke while on a family holiday in the Scottish Highlands. Unable to fix the issue, The AA kindly recovered the vehicle for me on the Friday morning and took it back to Cheshire filled with expensive belongings and fishing equipment. When it was collected, I asked the driver to ensure it remained locked to keep the contents and the vehicle secure. By Saturday, it became apparent that the car wasn't going to make it back to the garage before it closed, so I contacted them to ask what to do. To keep it secure, they suggested I arranged to meet the driver when he dropped it off at the garage, lock the car and take the keys away. I called The AA to let them know and rang them throughout Saturday and Sunday to try and keep up with its whereabouts. The AA's call notes, which were confirmed on several calls, explained that the driver was to call me shortly before arrival and I would drive to the garage, collect our gear and take away the keys. Late on Sunday evening, I called The AA again to find out whether it was any closer, to be told "The job is now complete." When I asked where the car was I was told "It's in the garage car park with the keys on the nearside suspension." I hurriedly drove to the garage to ensure the car and the contents weren't stolen - Land Rover Defenders are notoriously popular targets for car thieves and most owners are paranoid about security. When I arrived at the garage I found the Defender dumped haphazardly across several parking spaces, blocking the garage gates, in a public car park shared with several other companies and members of the public. The driver's door was ajar. The vehicle was completely unlocked. The pedal lock was not in place and the keys were not on the suspension. Understandably, I was absolutely livid that an AA driver could have taken so little responsibility of someone else's belongings. Incredibly, the contents of the vehicle were still present, so I removed these and locked the vehicle. When I called The AA to let them know, I was told a different story - "the keys have been posted through the letterbox of the garage", which the person confirmed was exactly what the call notes said not to do. Leaving someone's car, especially a valuable one that is so easily taken or taken from, completely unlocked and visibly open and ignoring the customer's requests to adequately secure the vehicle is simply irresponsible. Yet, amazingly, The AA still haven't bothered to contact me to apologise. Unbelievable.”

Helpful Report

Posted 5 years ago

“I have been a member for for 9 years and a gold member to my amazement my renewal was over £270.00. I went on line and got the same cover for less than half Price Once again to my amazement when my new can came through I was back to square one,and was told this was a first time offer NOT TRUE as it does not say this on there web page so we're is the LOYALTY won't be renewing next year. AS”

Helpful Report

Posted 5 years ago

“price jump on AA breakdown and repiar policy a jump of nearly 120 % from £225.00 ___ To renewal price £363.75 AA is ripping people off, its not the AA its the new people that own AA that is teh problem , they hacking into the fact that they think people will just pay it and not say nope we are not doing this , AA you are wrecking your own business and i know we all know you train advisors to get as much money out of people as you can , susprising when we lean on you how you can suddenly drop your price and then even further still ... And yet in the fancy pants renewal document you send me you can not send the same prices in that letter , proving you really are ripping people off. No AA ~ im not paying that for cover like a lot of renewal polices you are trying to rip people off and i for one im not going to pay it, you can keep it thanks bye bye AA.....”

Helpful Report

Posted 5 years ago

“Avoid A.A. insurance at all costs: delays, lack of communication, incompetence. It was as though no-one at the A.A. had done their job before (with one exception -- someone who actually knew what she was doing, and was efficient and helpful; she served to emphasise the incompetence of everyone else there). We were given information only when we pestered people; for example, knowing that the assessor's report on our stolen and recovered vehicle had been sent five days before, we 'phoned, and only then was the report acted upon. This meant that the twenty-one day courtesy car we'd been assigned was due to be collected before we were even told what was happening (an offer made on the car, or its return) -- leaving us stranded in a village with no public transport. Despite the fact that the delays were wholly their fault, they refused to extend the courtesy car. Moreover, our 'phone bill was enormous, largely because of the time spent hanging on, waiting to be told that there was nothing that anyone could do. I strongly advise against using A.A. insurance services.”

Helpful Report

Posted 5 years ago

“Awful service and refuse to accept complaints!!! Been with the AA for years but never again! Called them out to a breakdown at 8:15 in the morning, spent around an hour on the phone to them, got hung up on 4 times but they refuse to believe it as they can't find the calls. - They wouldn't be able to as we hadn't yet gone through security. No recovery truck available until 14:30 and I was stuck 4.5hrs away from home. Their app wouldn' work to track the breakdown. A total of 18 calls and 5hrs on the phone before I got my car back the following day at 17:50. I am aware of the timescale for an unaccompanied vehicle but what I have an issue with is the lack of communication. Told my car was left in a public car park who has a 2hr limit for 5 hours!!! Told my car had been collected twice when it hadn't. At one point told they weren't sure where my car was!! Told my car had been delivered to my address when it hadn't!1 Hours of worrying if my car was going to be stolen as it was left with keys in view in a carpark - only moved to a secure location when i queried what would happen if it was stolen. Told my car had left the secure location which was only 2 hours from my address it would be with me early afternoon - Car didn't arrive. Told they couldn't contact the person who had taken my car from the depot Car then arrived 7hours after it had supposedly left the secure location. Trailer recovered separately to the car. Told the trailer hadn't been collected when it had. When I received the trailer back it has a broken bracket and missing locking peg and pin - Apparently this however is not AAs problem and they are unable to uphold any complaints because they have followed their own policy!!!! Despite hours of worry and stress and a very large phone bill and now having to repair the trailer they have done nothing wrong. AVOID”

Helpful Report

Posted 5 years ago

“Please avoid this company at all cost (Breakdown Cover) I have a very valid claim under my warrenty for my engine and The AA are blaming my previous mechanics for this. This is totally wrong and the part in question was probably caused by their own mechanic for all I know. I spoke to their head technitian Nick Corcoran and he is just as imcompetant as the rest of them. No wonder the reviews for this company are so bad. They have wasted my week, lost me money and already I have logged a complaint and I am in the process of taking this company to court. I am going to make an example of them as this is what I do for a living. The team is unfriendly, rude and sarcastic. They are quick to take your money but find any excuse not to pay out. Please DO NOT WASTE YOUR MONEY !!!”

Helpful Report

Posted 5 years ago

“What a get on business car insurance is, insured with the AA in May, just changed our car today, same make and model 4 years younger, and its cost £86.89 to change from one car to the other, click a few buttons thats it, were do they get that price from. NEVER GO WITH THE AA EVER AGAIN.”

Helpful Report

Posted 5 years ago

“Poorest customer service ever with an organisation of which I (and my wife) have been members for many years. Phoned for quote, got quote by email, phoned to accept. They can't use the quote and have to requote – which turns out to be £50 more. Talked to patronising duty manager who refused to do anything other than doubt the quote I got said what it said. I'm so disappointed with The AA and don't feel like renewing.”

Helpful Report

Posted 6 years ago

“Quite appalling product, they broker home insurance then leave claim management to thugs and walk away, Avoid like the plague”

Helpful Report

Posted 6 years ago

“I'm a Gold Member. Been using the AA App on my phone for years to keep details of my vehicles and report breakdowns etc. Tried getting in to the App today but does not work any more - apparently an update has changed things and forces me to register with different logon details - now I can access the App (after a horrendously long process) but all the details of my 4 vehicles have disappeared - I spent a lot of time originally entering these details for service, MOT, insurance, photos etc - does the AA to whom I pay over £200 a year expect me to start from scratch and look up / enter all data afresh? If so this is a pathetic update. I phoned the AA to complain about this - none of the three phone numbers on my card are relevant - after long waits I eventually got an operator who tried to pass me to someone in the Apps team but came back saying they are too busy and can I call back. I said I'd spent enough time already and I must speak to someone. Then Shevaan promised to get me called back at 3.30pm so I' now waiting!”

Helpful Report

Posted 6 years ago

“Full of false promises and untrue comments. Customer service is worst I've ever had to deal with. Waited 45 mins one day trying to get through someone came one phone took my details and said I'd get a call back. Have been dealing with management sense and they don't call back when they say they will either. My advise stay far far away from them.”

Helpful Report

Posted 6 years ago

“Probably the worse insurer i have ever dealt with. Took out motor insurance via compare the market the AA came in as one of the cheapest so as i thought they were a respected company i decided to insure through them only to find that they (The AA) had changed what i had imputed on compare the market therefore reducing my cover without my knowledge. I queried this with there awful customer service and decided to cancel my policy due to their incompetence which cost me more money. Due to none of this being my fault i complained to the AA who still will not refund me my money.Please avoid the AA at all costs. Please also read the reviews on trust pilot uk you will be amazed at just how bad the really are.”

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Posted 6 years ago

“Very bad experience with the aa. Left my van in a dangerous state. Brakes could have failed yet the as patrolman wanted to follow me to a garage. Cost me £140 to get mobile engineer out to puto put all the electrics back . He left some vacuum pipes unconnected which unbeknown to me at the time would have affected the brakes. Will not renew membership. Aa refused to compensate me for the money I laid out. All that was needed was to reset the alarm”

Helpful Report

Posted 6 years ago

“Bad bad and unprofessional company I applied for a loan online & I received the email confirmation about final checks with in two days it’s more than a month now I made 5 calls and 3 emails no answer so far. And hard search on my file the reason I stupidly applied with them cuz of their advertising rate of 2.8% but after one month they sent me a email with subject of Good news your loan been approved with rate of 17.8%. Please please don’t even bother such a unprofessional organisation.”

Helpful Report

Posted 6 years ago

“DO NOT TAKE OUT VEICLE INSURANCE WITH THE AA. (Similar experience to Sarah Edgerton posted 2 weeks ago) Another vehicle hit mine whilst they were reversing. The driver admitted liability, so this should have been simple for the AA to deal with you might think...think again!! I have spent hours on the phone trying to get through to the AA, and been passed around. Appalling service. I have spent a ridiculous amount of time sorting out the repairs to my car, dealing with the underwriters, dealing with Claimfast; including responding to their request for a written statement of the incident, sketching the incident etc. REMEMBER, the other driver admitted liability and had informed their insurers (who have written to me saying they accepted their client's liability and would not be contesting) and wrote a note (again) accepting liability, all submitted to Claimfast. I've also to make calls to the recovery/repair garage and arranged my courtesy car. Throughout, this jaw-droppingly bad experience, AA and Claimfast etc. have assured me that, as the injured party, I will not suffer financially, which as I wasn't at fault I didn't doubt. Today I was informed my car is repaired but I have to pay the garage £350 to get it back! why, because the AA has not waived my excess, which as they have the third party's admission of liability is normally the case. I made more calls Claimfast and the garage. They say the AA is at fault, the AA blame Claimfast. Apparently, I must pay the garage and then try to get my money back via the Uninsured Loss Recovery Claim team. I've been told I should get it back eventually. So, to recap, my car was hit by another vehicle, that driver accepted liability, yet my insurer is not representing me, is not liaising with the other driver's insurers and is now financially penalising me. I bitterly regret taking out AA insurance, I thought they were a reputable company and wish I had accepted the other driver's insurer's (AGEAS) offer to deal with this.”

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Posted 6 years ago

“Absolutely appalling service waited in Oldham where I unfortunately broke down for nearly 3 hours to be recovered Could completely understand if the situation was unavoidable but was told have to wait for a shift change over the recovery driver only was prepared to drop the vehicle to the garage and left me stranded I guess it was a AA EXPERIENCE”

Helpful Report

Posted 6 years ago

The AA is rated 2.8 based on 1,974 reviews