The AA

4.00 stars

26 Reviews

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Little's complaint against The AA

Little Beastie

15/05/2018

[RESPONDED] FEEL I WAS GROSSLY OVERCHARGED £186.46 IN TOTAL

Complaint against The AA

I Have been a customer of the AA for over 3 years and on 15/3/18 I renewed membership of Roadside Assist at a cost of £65.87. On Saturday 24/3/18 - broke we down on the way back from the local re-cycling centre - with the dog in the car and a trailer attached to the car, so instead of leaving car where it was Husband drove / nursed it home and when phoning AA was charged a further £120.59 for Home start callout. I feel that If now paying a yearly subscription for homestart( all the benifits of roadside but within 1/4 mile of home - as per AA paperwork) surely £65.87 for this years roadside cover should have be refunded as within 14 days of renewal. Obviously complained to AA as I feel £186.46 for this year is grossly unfair, as if we had left the car at the recycling centre we wouldn't have been charged extra, AA response to complaint - Home start an additional extra and quoted policy pdf, all their small print,etc. NO CUSTOMER SERVICE - THEY WOULD RATHER LOSE THE BUSINESS - AS I WILL NOT BE RENEWING and neither will any of our close family - BE WARNED - DO NOT TAKE CAR HOME.

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The AA has responded

  • Comments (8)

Samantha Ladley | | VERIFIED

Hi. We’re sorry to hear this. When a service such as At Home is not held at the time of a breakdown and is required, you will need to pay to upgrade including a surcharge for providing immediate assistance. We certainly appreciate your frustration at having to pay an additional fee, increasing your yearly outlay for breakdown cover, however,the correct procedures have been followed.

Little Beastie | | VERIFIED

As stated in original review - AA have now lost 11 customers, from my extended family, 2 x Daughters, 1 x Son, in-laws & Siblings, Some of these had Homestart and others roadside, so in total AA have probably lost £1000 approx- because they refused a £ 65.00 refund. RAC & GREENFLAG think AA are great.!!!

Samantha Ladley | | VERIFIED

We're sorry you remain unhappy and hope that you have since spoken with our Customer Care team so they can address your concerns.

Little Beastie | | VERIFIED

That's the problem there is no customer service, Complaint number 4668033, just dismissed, I am happy to forward on correspondence or speak to you directly.

Samantha Ladley | | VERIFIED

If the complaint has already been been logged please be assured they will contact you as soon as they have completed the investigations.

Little Beastie | | VERIFIED

Investigation is now closed - No customer service, terrible company, it's no wonder there's incentives to join because they can't keep customers and would rather rip off loyal customers. This is now an EX Customer, who will continue to spread the word and STOP people making the same mistake. Bye Bye AA.

Samantha Ladley | | VERIFIED

We're sorry you remain unhappy with the outcome. We're confident our team will have investigated your complaint in full.

Little Beastie | | VERIFIED

To say I remain unhappy is the understatement of the year, but telling other people about how badly we were treated by the AA after being a loyal customer and knowing it has probably saved a few people making the same mistake we did and putting people off either joining or renewing their membership are all things I will continue to do as long as I feel UNHAPPY with the AA.
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