The AA Reviews

Name: The AA
Rating: 2.82

2.8 Rating 1,991 Reviews

45 %

of reviewers recommend The AA

Company Reviews

Questions

Metrics

2.8

Based on 1,991 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

Visit Website

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

“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 6 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 6 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 6 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 6 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.”

Helpful Report

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.”

Helpful Report

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

“Useless Simon breakwell should be sacked and his stupid staff”

Helpful Report

Posted 6 years ago

“AVOID CAR INSURANCE AT ALL COSTS - Poor Service When Making A Claim!!! What can I say, the way the AA has dealt with my vehicle claim is disgusting. I had an accident on the 17th of January and I have fully comprehensive insurance. The third party who hit my vehicle's insurance company called me the day after the accident to state that he has accepted full liability for the claim and that they would like to handle the claim, they could pick my vehicle up the following week and deliver a curtesy car. I however decided to continue to let the AA deal with my claim after all I had comprehensive insurance, what a fool. I had to make all the calls to the garage, the underwriter and the hire car company and would you believe I have only got my car back TODAY, the 8th of MAY !!!!. Then to add insult to injury they have not got the acceptance of liability back from the third party so I have had to pay the excess even though it is clear to all that the accident is non fault due to the nature of it. PLEASE, PLEASE, PLEASE avoid at all costs, pay the extra £20 and go with someone who will provide the service that you pay for!!!! I have raised a complaint and I am also going to seek advice as in my eyes they have not met the standard level of service THEY PROMISE when taking your money. I have put in a complaint but I am not holding out much hope of this being dealt with anytime soon - I will update the complaint with the outcome of it if possible.”

Helpful Report

Posted 6 years ago

“I changed my car and tried to amend my policy. Cost was significantly more than I had anticipated so I ended up cancelling my policy and taking out a new policy with another provider. I was told there would be a £50 refund on the remaining cover but it could only be credited to the card with which I had paid in full for the policy @ 8 months earlier. I explained that I no longer had the credit card and I had closed my account with Newday card services. I challenged this, only to be told that if Newday could not accept the payment it would bounce back and then the AA would issue a cheque (this is apparently to comply with Money Laundering regs). This was around 10 weeks ago and to date I have not received any refund. Also I've had no help in tracing the money from either the AA or Newday Card Services. I've made numerous phone calls, sent lots of emails and even written to Newday. Apparently I now have to complain to the Financial Ombudsman. I have had loans from the AA in the past and previous car insurance policies. However, I will not be using their services again in the future.”

Helpful Report

Posted 6 years ago

“Increased my husbands car insurance from £356. To £1370 after He made two no fault claims. 7 years no claims bonus. Won’t be renewing or using AA again 😡”

Helpful Report

Posted 6 years ago

“This has to be the worse service firm I have ever used, first they give out 0845 numbers to use which cost if using a mobile. The insurance is a waste of time as never covers the full cost of the repair and will use every reason as to why not. They are totally inflexible and I very much regret renewing my policy with them. And if you try calling the complaints department they never answer just left waiting for ever.”

Helpful Report

Posted 6 years ago

“Every time iv used them they been late and not helped much waiting time well over 3 hour on one incident I waited 8 hour befor I git home absolute joke don’t bother with them they send 3rd party out who don’t care and only spend 30min because they don’t get paid to do more”

Helpful Report

Posted 6 years ago

“I have applied for car finance, approved online in minutes, then it took 3 days for the paperwork to get finalised, then when they were supposed to release money and dealership was waiting to deliver my car I was all of a sudden due to have a security call which never happened. I rang them several times, every time was told they will ring back. I have lost the car and then I cancelled my agreement with AA. After sending them an email that I am appalled with their service and that is an absolute waste of time, 2 min later I get an email back saying that they cancelled my car finance due to not being able to get in touch with me,what a joke!!! never again! stay away from them”

Helpful Report

Posted 6 years ago

The AA is rated 2.8 based on 1,991 reviews