The AA Reviews

Name: The AA
Rating: 2.83

2.8 Rating 1,950 Reviews

45 %

of reviewers recommend The AA

Company Reviews

Questions

Metrics

2.8

Based on 1,950 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Over A Month
Documents Delivered On-time	Greater than 35%
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

“I broke down on the 10th of January for the first time in my six year membership and first time I needed the AA. I was left on the side of the motorway on the M5 for 6 1/2 hours in the pouring rain with a draining battery. After this horrendous wait, I had then been recovered by an outsourced contractor with a less than impressive recovery truck which was ill equipped for the job. My vehicle sustained multiple damage, which is in dispute at this time. Upon loading which was 30 minute ordeal of recovering I was dropped at a service station 22 miles away from my house. Waited another 40 minutes for the AA patrol to collect me again to take me home. From start to finish, it was 9 hours!! This does not need a sympathetic or half-hearted apology from robot staff in customer services, my complaint and compensation is in hand. This testimony is for anybody that is reviewing this vehicle recovery service as a potential candidate.”

Helpful Report

Posted 2 years ago

“Pretty awful customer service and experience with AA breakdown cover. Their customer service can't tell you the correct information, if you follow up their instruction, you have to pay more. Also there is not enough useful information on their website, for some terms, they just described very unclear and just like kind of trick. Please go for another company!”

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Posted 2 years ago

“Awful customer service and experience with AA breakdown cover and parts and labour £25 a month fee. Had to call out AA after noise in my van prompted concern. AA representative was there quickly, assessed the situation and decided it was gear related and it was safe to drive to my garage. An engine bolt had snapped, the engine was sitting on my drive shaft. Damage was caused by me driving to the garage( which wouldn’t have happened if I was towed). Instead of a £50 part and labour, I ended up with £250 pound bill which AA are refusing to reimburse. I have had to call over 5 times, send email after email, passed from department to department to be told this morning, AA won’t be upholding the claim for damage as it was caused by a part not covered! 6 months of back and forth and chasing on my side and AA will not take responsibility for the damage caused by their engineers advice! I wouldn’t advise anyone to take out this cover.”

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Posted 2 years ago

“Very disappointed with the service i received on 19th Dec 2022. Va broke down in country lane. I was on phone for over 35 min waiting to report break down. in the end I had to log in & report on app. This was at 10pm. ETA was 11.10pm . NO one turned up. i was getting colder & colder. waited until 11.30pm & still no one came. Clled them & was on phone for 45 mins, Hung up & called local recovery & lucky they sent someone. got home to my home at 120am . Call from AA . missed first call as was dealing with recovery guy. Message left on phone from a manager to say they could not recover me & wanted to book time that day in the morning. Had a call from Ursman & told me the same thing that would not recover me. Was gobsmacked . I was off sick the next day so could not work. Am self employed. Put in several complaint email & phone called . with lot of hassled they just send a templated letter not offering me anything. I complained again & they just sent me letter with 2 cheques one for my recovery £110 & £90. Think this is disgusting to treat a customer for 14 year. I understand if they was under pressure that night but no communication from them in to my well-being. & lucky I thought to arrange my own recovery.”

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Posted 2 years ago

“On the 9th Feb 2023 for the first time, I needed to use the AA 'Accident' recovery service. The cost was over £421.00 pounds to pick up a motorbike and take it to the nearest repairer about 40 miles away. I was told it would be picked up at 5.45pm. It was about 4pm then. To cut a long story short after making two phone calls to ask for an update I gave up at 8.30pm after waiting with the bike in the freezing cold. On the last call to them I was told it couldn't now come until sometime tomorrow! I asked for a refund, not only was I told there would be a £99.00 cancellation fee and the whole thing could take up to 56....yes that's right...56 days. I am going to fight the £99.00 cancellation fee. In the 'Q's' below how long for a reply from the AA, well they didn't, I had to keep calling them. The date now is 20th Feb '23 and I have only just found out about the 56 days! The people I spoke to on the phone were polite but the 'Service' doesn't exist. They have my money in their account earning them interest. If that's not a scam I don't know what is!!!”

Helpful Report

Posted 2 years ago

“Was customer for 10 years and when I needed them would not help me as was not within the distance for break down apparently which is a joke as was never told this when I joined 10 years ago …. Break down is a break down …. Would never go back there again and highly recommend people to go else where”

Helpful Report

Posted 2 years ago

“Car broke down yesterday, SHARON was really taking her time with the computer, then I had to key pad the same number three times, it was very clear to me she was enjoying the fact I was very stressed and was asking for help she spoke over me in a rude manner, I told her I was very anxious, she did not care her manner and attitude made me feel sick , and gave me full anxiety. SHARON it's not my fault my car broke down, you are meant to support people not add to peoples bad days NOT ACCEPTABLE AA. I called back for refund and nice lady was told by SHARON she would do it in 28 days !!! Again AA you added more stress to my day. Please call me as I want to take SHARONs manner further.”

Helpful Report

Posted 2 years ago

“This company stole £342 from my business account without authorisation. I signed up to the AA breakdown in Jan 2022 for £120. On the 2nd of Jan 2023 I received an email stating that my policy would be auto-renewed at a cost of £342! that day. This was not something I had authorised. I checked that the payment had not gone out and stopped my card, I also checked that no standing order or direct debit was in place. I sent an email to the AA and told them that I did not want to auto renew and they emailed back and said that I have agreed to it by accepting the T&Cs. (I never accept auto renewals and had I been aware of this I would not have accepted it). I then received a second email with an offer to renew at £120, I refused on principle. I considered the matter delt with but on the 1st Feb £342 was taken from my account. I am still unsure about how this was taken as my card details had changed! I informed my banks fraud team and the amount was refunded, I am very concerned that this company is able to take money without current card details! Unauthorised direct debit?? I have no idea how it was done but if I were to take £342 I would be arrested, one rule for the big fish and another for the small fry!”

Helpful Report

Posted 2 years ago

“If I could give zero stars I would. Do not trust car dealer who is an AA affiliate, being an affiliate doesn't mean anything. There don't appear to be any standards associated with being an affiliate. I purchased a car which upon delivery was clearly faulty. I noticed it barely started and the heater didn't blow hot air within hours of it being delivered. The following day I requested to return the ca by text. The dealer didn't answer. I eventually managed to speak to the dealer 2 days later after phoning from a different number and he insisted that I had not right to return the car and that I had to take it to a mechanic for a report and that he would pay for it. I contacted the AA as he was an affiliate. I took it to a mechanic who not only found that a heating matrix was just hanging mid air, but also that some work identified in an MOT test had not been undertaken. Having emailed the report to the dealer, he came back days later requesting I send him a PDF copy of the report and when I did, multiple times he kept saying he hadn't received it. The AA became involved in "mediating" between us. However they aren't impartial at all. After three weeks the dealer collected the car, giving me no notice at all, and 4 weeks later the dealer still hasn't refunded me but is advertising my car online. According to the AA he has to wait to sell a vehicle before he pays me. But its clear he has purchased several cars to sell on within this time. According to the AA this is fine. The affiliate scheme is just a way for the AA to make money on the basis of dealers trading on their reputation, which means absolutely nothing when they will clearly accept anyone as an affiliate of theirs.”

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Posted 2 years ago

“Very very poor service.”

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Posted 2 years ago

“12.5 hours waiting for recovery. Continually given false ETAs Not much more to say. Unacceptable!”

Helpful Report

Posted 2 years ago

“Very poor customer service. Clearly the AA has no respect for loyal customers and a complete insult to our intelligence. As a regular customer i am charged £25 per month (with no breakdown claims) and a new customer pays £8 for the same cover. Not any more...”

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Posted 2 years ago

“Overcharge not giving a service customer service very rude question when is the CEO resign”

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Posted 2 years ago

“Everytime I fly American Air, they screw up. Horrible customer service. Baggage service, forget it. Unions and good customer service are not related. I canceled my Southwest Flight as I was worried about the problems. Paid BIG money for first class on AA, and they still do not load my luggage. I think AA stands for Alcoholics Anonymous as the American Airlines employees are all messed up. NEVER fly them.”

The AA 1 star review on 12th January 2023

Helpful Report

Posted 2 years ago

“8 and a half hour wait for tow truck that never came. Sorted it out myself. Quickest time to answer phone 13.5 minutes. I received 4 different pick-up times and finally the last said he could find no information on my situation and wanted to go through it all again. What I find remarkable is where do the AA fine these call responders from, they are all prepared to lie to you and seem to have no empethy for your situation, it must be hard to find so many with so little care for others. I certainly will not be renewing membership and will strongly advise others to steer clear too.”

Helpful Report

Posted 2 years ago

“I have been a loyal customer of the AA for decades. I called them out in one night when my car failed to start back up in a bust petrol station where I dud not feel safe. Was told i had to pay an extra £75 as they only had my classic vehicle registration and not my everyday car, although I was told previously during a call that both would be covered! Very disappointed. Had to call out an elderly person to help and turned out to be a simple loose battery connection and put the AA to shame. The AA used to be a grear service but is now a waste of time and money. They dont have any compassion for women on their own in vulnerable or dangerous situations.I hadn't had a call out in years!! Dont bother joining them, they only want money from you to return absolutely nothing!!”

Helpful Report

Posted 2 years ago

“AA recovery is as useless as the "P" in Psychology. 5 times and never showed up. Paid out of my pocket. I'm looking at pursuing a legal case.”

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Posted 2 years ago

“my car breakdown on west drayton near stockley round about speed limit was 50 there i was really in danger situation because car breakdown right top off the roundabout call AA i was with them nearly 6 years never need them but that day was worst evening call them and they said its take 2 to 3 hours total failure with no help waste off money”

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Posted 2 years ago

“Left roadside in a dangerous location for over 9 hours. AA promised they were an hour away multiple times - eventually had to take matters into my own hands and drive the vehicle at 20mph. Total failure to help. Months later they have promised compensation - yet after numerous promises and allegedly posting cheques recorded delivery - nothing has arrived. Appalling customer service - After 20 mins on hold, you just get told "we'll email the department for you - they'll call you eventually" Don't bother - put the money in a savings account and just call out a local garage if you break down.”

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Posted 2 years ago

“Very poor service, automated phone system rubbish, sat on it for 40mins, then still not much help, AA is a total waste of money, once my policy runs out, there done, it was quicker to ring my garage that service the car and get them out, again a company only interested in profit, really avoid this company there are very poor.”

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Posted 2 years ago

The AA is rated 2.8 based on 1,950 reviews