The AA Reviews

Name: The AA
Rating: 2.82

2.8 Rating 1,989 Reviews

45 %

of reviewers recommend The AA

Company Reviews

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Metrics

2.8

Based on 1,989 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I filled my petrol hire car full with diesel just before return to an airport hire centre. I only had two hours to spare to catch a flight which looked pretty impossible at that point, but an AA man was on the scene with in 15 mins of first call, who towed me to a safe location off the petrol station site, to wait another 20 mins for a fual assisst van to come and drain the fual tank and put in £10 of petrol which took 45 mins. I managed to catch the flight with minutes to spare, which was the last of the day, only because of the AAs speedy recovery and two excellent operatives. Thank you 😊”

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Posted 8 years ago

“I broke down tonight on a main busy road at about 5.30pm. Phoned the AA and was told could be up to 1 hour. Within 10 mins an AA vehicle arrived, very friendly man towed me to a garage.Excellent service. Thank you AA.”

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Posted 8 years ago

“We have had to pay £76.00 for a car that has been scraped, so we've paid for a car that is no longer.”

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Posted 8 years ago

“Good”

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(Car Insurance) - Posted 8 years ago

“VERY GOOD AND HELPFUL”

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(Home Insurance) - Posted 8 years ago

“Received a marketing letter offering a cheap upgrade to home start for the balance of this years membership* (price shown INCLUDES a fee for arranging & administering blah blah) so I wasn't best pleased when their call centre operative tried to ADD the fee. So I read the letter out in its entirety to clarify the point, only to be told "computer says no", take it up with customer services then, I don't have a copy of YOUR letter from us!" I suggested she TRY asking her line manager, who in turn suggested I ring customer complaints. It took a queuing time of over 20 mins to reach a human, to be told "the other Dept can't override it, bad marketing on our part though, I do agree with you". It does make me wonder how many existing customers have been caught this way and charged the admin when it's included. Pretty poor service that doesn't cascade copies of its marketing out to the people in first line support, and don't get me started on what their call waiting stats must look like....diabolical !”

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Posted 8 years ago

“Broke down on the m25. Police pushed me to the hard shoulder. Called AS at 05.10 the time now is 08.20 and still waiting !”

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Posted 8 years ago

“Poor customer experience today on the phones regarding renewal for breakdown cover. Unhelpful unfriendly staff in comparison with the RAC. I cancelled my car insurance a few months ago for the same reason. Your complaints team is ineffective as a result of how long it takes to get back to customers. You need to buck your ideas up. So glad I don't have to deal with you anymore.”

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Posted 8 years ago

“Terrible terrible service. Beware the AA! Broke down on 19th June 5.30pm - female and 3 Under 18's in car. Waited 2 h for AA mechanic - who said car needs recovery. Waited 2 hours for recovery truck (4 hours elapsed). We were taken HALF WAY HOME, the car UNLOADED off the truck and ABANDONED at an M1 service station in the dark. Were told by recovery driver (an independent) that AA would meet us at services to relay us on to our Final destination. Waited 1 and a half hours (7 and a half hours elapsed). Tried to call AA. Ha! Tried for over an hour (I have my mobile phone log). Finally got through and was told - you are at your final destination... No I am not I replied, I am at a service station on the M1.... Anyway - the AA had "lost my job". Told was priority - "recovery truck will be with you in 1h". When time came through on their app - truck was to arrive at 4.30 am! 11 hours after calling in recovery - I had 3 U18s with me, now sleeping on floor in services. Called my husband to recover me and kids - we were only 45 mins from home, called AA - who said "It is really busy" and seemed a bit cross that I was questioning why they were sending their truck out 11 hours after initial call. Car finally taken to destination 16 hours after call out. Appallingly stressful and terrible service. But thank you to staff at Northampton South services for letting us camp out...”

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Posted 8 years ago

“Unable to get through to talk to a member of the AA re membership renewal costing double of a new member and have been waiting in a queues on several days of attempt with no luck. Tried the on line chat and no help. The call back facility on line does not work either treid twice and no call back. After 29 years membership and being asked to pay double the new customer rate. Have cancelled my direct debit and will be joining else where at a much better cost. Not interested in AA on facebook trying to justify that Gold membership gives you more not when you are paying addition costs anyway. NEED TO FOCUS MORE ON TREATING YOUR LONG TERM MEMBERS FAIRLY NOT USE THEM TO SUBSIDISE NEW MEMBERS!!!!”

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Posted 8 years ago

“The defence by Edmund King of drivers using mobile phones "it takes time to change habits". THE LAW IS THE LAW : it seems that the AA condones breaking the,law and killing people in the provess”

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Posted 8 years ago

“Thursday 25th May 2017 we called the AA breakdown service as we had an accident at a service station. Steve from AA came within 30 mins after we called and he was very professional and helpful. He really helped us figure out our options in the situation and took his time which made us feel like he genuinely cared about helping us. The insurance company we called were being difficult and Steve stayed to support us as we were not confident in what the insurance company was telling us and what our options at the time were. Thank you Steve and the AA for helping us in a stressful situation. 5*****”

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Posted 8 years ago

“I would give a negative rating if possible. We have been paying a breakdown and repairs service. Our car needed a turbo replacement and though we did not have a full service on it for over a year, we had bits and pieces done in the past 12 months. The likes of oil replacement or top ups, we either did ourselves or had an experienced family member do it. The AA are now saying they will not pay any of the repair costs as we cannot provide a receipt from a registered garage for oil top-ups!!! I realise from the terms and conditions, they may ask for evidence but seriously expecting the motorist to run to a garage every time for oil top-ups - very unhelpful service!”

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Posted 8 years ago

“Permitted to drive a dangerous car and no customer care! After much incorrect information the team at the AA I have now received some form of contact from the company regarding the complaint. I am frankly astounded that The AA find it acceptable to permit and give the green light for a customer to drive a dangerous and life threatening vehicle on the road. I found the complaint reply letter patronising and ill informed and it instills no faith in the AA that the have a clue what they are doing and are not more than running an amateur operation. The initial complaint that was relayed to the telephone customer support team regarding a breakdown was logged and noise/banging was reported from what I “thought” at time was the rear of the vehicle. The breakdown colleague gave it a 1 minutes spin around in a flat carpark, a quick check underneath of not a lot else. I was left with the words the car is fine, I have checked under the car and nothing seems out of place and I cannot hear anything. I was also told that if the noise was not there anymore or it was coming and going then you could get it checked at garage but he said in his experience it was nothing to worry about and it was ok to drive. At no point did he advise mandatory or necessary investigation directly and the this not noted on the breakdown report and to be honest I got the impression from his manner that he thought I was some stupid woman calling the AA over nothing and I was treated like I was being foolish or overacting. The AA was asked to assist on Monday 20th March 2017 and the vehicle given the green light for it being safe to drive, based on what I was told was I continued to be drive long distance and at high speeds as the car is used for business on a daily basis. Going from what the AA colleague had told me above I felt reassured and happy that my car and myself were still safe and that nothing dangerous was going to occur. Finally on the Saturday I was starting to question what the AA colleague had told me so I took the vehicle into a local garage and I was told I should not be driving it as the vehicle was dangerous to both myself and the members of the public. They were also astounded that the AA at the time of the break down call out permitted me to continue to drive the vehicle and that on examining the cars undercarriage the AA could not see the huge coil spring that had snapped clean in half, they also stated that if the fault had been picked up further damage to the car would have been prevented. I no the very basics about cars and the fact that The AA colleague took my word as gospel that the banging was coming from the rear and not elsewhere under the car is a huge joke. When did the AA start taking diagnostic advice from car owners where 9/10 times people know nothing about cars which is why they have breakdown cover. I would also like to know if their colleagues are partially sighted as the fact that the coil spring is huge in this car and it was snapped clean off at the bottom end near the tyre and brake pipe, yet from a full and examination under the car he could not see it???? The fact that the AA colleague then drove the vehicle a short distance on a flat surface at crawling pace in a car park is not consistent of any road test I know of and that just really sums up this whole break down. The AA breakdown colleague was more concerned that he had to come from Sheffield or somewhere in that region and seemed nonchalant in his attitude towards the breakdown. The copy of the breakdown report the AA had from their patrol manager differed somewhat from what was emailed to me on the day of the breakdown, please see below; The AA said their breakdown report states this: “Diagnostic testing may be limited in a breakdown type situation. Please ensure symptoms/suggested faults are confirmed by your chosen repairer before any suggested work is started.” However the actual report I had emailed direct from The AA team is this: "NO FAULT ON ARRIVAL NOISES FROM REAR PATROL CARRY OUT ROAD TEST OK INSPECT UNDER VEHICLE NOTHING OUT OFF PLACE . PATROL UNABLE TO DIAGNOSE ADVICE GIVEN .” Either The AA were trying to fob me off which by no means will wash or they had not bothered to take the week and half to investigate the matter properly according to operational procedure. With both those completely different break down reports in mind it still does not hide the fact that I was not taken seriously as a female motorist, I was treated in such away that reflected I was imagining everything wrong with the car, The AA colleague did not check the undercarriage of the car properly and selected only to check one small area, if the car had been looked over fully underneath even for a few minuted the snapped coil would have been spotted and the vehicle should have been towed to a safe location or to a garage and not permitted to be driven. All this information has now been confirmed by a second garage which looks very damning on the AA considering safety should be at the core of all breakdowns you attend. As soon as I explained to the garage as I did to the AA what was going on, they said it could be a coil, they took a two second look underneath and they said they could see it straight away. I was told any experienced person who knows a decent amount about vehicles and not necessarily a mechanic will know a noise from the rear with the associated symptoms we explained could indicated a snapped coil spring at the front of the car. I as told by this second garage that if The AA colleague had done his job this car should have been taken off the road and the basic diagnose should have been found initially be The AA colleague as a bare minimum. The letter from Shirely Eastwood made no sense at all and shows no investigation. In the same letter she stated I could get the case reopened and then further on it states the AA will not be changing their minds!????? Idiotic, confusing and extremely unprofessional and a down right disgrace. I do not think it is a huge ask for a large company like yourself to do the tight thing, The AA have endangered myself, family, caused further damage to my vehicle and you have put other road users and pedestrians at risk whilst I was given the ok to drive a dangerous car. Even on the AA website it point out the dangers of driving a car with a snapped coil spring yet your team cannot detect one that has snapped in a a easily viewed location. The AA cannot offer any customer care, they cannot investigate a basic complaint, they know nothing about vehicles, and they permit people to drive dangerous cars. Irrelevant of the the made up report or the actual report I have on email the fact of the matter is that the AA did not do their job at all. I am both angry and frustrated with the lack of support in this investigation and there is nothing to indicate they give a damn about safety or your customers. This very same review/letter was then sent to the CEO and several other managers and so far I have heard nothing from any of their team. So if you value your life do not chose this disgraceful company! COMPLAINT UPDATE **** Well we got anot her time wasting letter arguing the toss about who said what and that I was told in a nutshell what is entered on the report means nothing. Also the AA still think it is acceptable to allow a customer to driver at high speed on long journeys or even to drive the car period with a broken coil spring near the brake pipe. The point being the idiots at AA do it it seems to grasps is that the vehicle should have been towed and we should never been allowed to drive the car. The roadside reps one could not determine this because he failed to open his eyes and take a 2 second look under the car properly. 2 garages have now confirmed the danger and the lack of knowledge and assistance from the AA. It is also good to know if you write to either Mr Bob Mackenzie AA Chairman or Mr Edmund Kind AA president neither can be bothered to get off their backside and address the matter themselves. Instead the complaint is sent t9 some muppet in an office who knows nothing about motoring or vehicles. I would rather go without break down cover than use the AA ever again. They might have many positive reviews but for each of those there will be hundreds of people dissatisfied and left in dangerous situations. REPLY FROM THE AA: No reply from the CEO or senior members of staff, after battling with their idiotic management team over the issue they take NO RESPONSIBILITY and say it is acceptable to allow a customer to drive a dangerous vehicle at high speed on a motorway. No real checks done on the initial call out, senior staff tried to cover up the negligence and the people at the top do not give a dame. The several garages I attended said it was an easy basic find, that should have been picked up and I should have not been allowed to drive the car as the coil could have blown out my tyre and severed my brake pipe! They said the AA should have picked up on this! When in doubt do not choose the AA they are cheap for a reason and reflects the lack of service and the danger they will put you and your family in should your break down. They are safe to use, and they are not worth the money your pay for the service!”

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Posted 8 years ago

“Dreadful. Unprofessional and totally unsatisfactory complaints handling. Poorly trained staff providing conflicting claims advice - which they see no issues with. Said my complaint was resolved when they hadn't addressed any of the issues I raised and now won't respond to my emails. An absolute farce of a complany. Avoid, avoid, avoid!”

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Posted 8 years ago

“We use the AA for our fleet cover. The service is poor - on average we have to wait over 4 hours for recovery vehicles to pick up our vans. Customer service is unable to do anything to improve the situation. Will be switching to another service as quickly as possible.”

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Posted 8 years ago

“1st callout to gallisheils took 41/2 hrs mechanic 1st he couldn't help then. 3 hrs later the AA man arrived Bob by name he was good managed to fix car to drive home apart having to wait all that time Bob made up for it2nd time 4 weeks later broke down again after 10 years a member AA man Brian arrived 1 hr later good service ☺ towed to Aberdeen both men were friendly and very helpful top marks to both”

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Posted 8 years ago

“Value for money”

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(Home Insurance) - Posted 8 years ago

“APPALLING - ABANDONED AT OXFORD SERVICES at 3 O'CLOCK IN THE MORNING. Pressing for the truth at 03:45 hrs with no sign of any relay driver, the control room admitted they thought I had been taken home! They had no idea where I was or who I had been driven by to get there (which was a subcontractor) from Warwick Services! I made my initial call to the AA at 21:45 from Telford Services and got home to Uxbridge at 05:30 the following morning. Needless to say, I was unable to work on Monday as I had been up all night! Interestingly, when at last the AA relay arrived at Oxford at 04:15 (having driven up from Swindon) the driver informed me he had been originally been scheduled to do the pickup between 08:30 and 09:00 that morning from Oxford! This is shocking, especially for women travelling by themselves at night which should be investigated thoroughly and broadcast to all. I have been a member of the AA since 1987 and thought I was in safe hands. Far from it - the AA are especially putting women at risk, do not communicate, are rude and do not follow up anything even when you do complain. I am still awaiting a call from the customer services team and have not received even at very best an apology. I strongly advise DO SIGN UP FOR THE AA RELAY SERVICE - GO ELSEWHERE. Or at the very least insist on having a proper AA driver and vehicle NOT A SUBCONTRACTOR.”

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Posted 8 years ago

“Been a member for many years,rude and appalling customer service, aa couldn't care less attitude in weather you stay or leave.Went to RAC where service was good and got a better deal.”

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Posted 8 years ago

The AA is rated 2.8 based on 1,989 reviews