The AA, How should I complain?

[feefofum]

Hi All.

Am looking for advice regarding a complaint I have with the AA (the ones who claim to be the 4th emergency service).

My Partner and I have the option 200 which is roadside assitance and relay to anywhere in the country if not fixed by the roadside. The cost was approx £90.

My partners car broke down on Sunday afternoon last week, flat battery, and wouldn't take a charge/jumpstart from my car so obviously an alternator problem. We called the AA and had to wait 2 hours! before they sent out a teenage grease monkey from a local garage with only a small van to 'jumpstart' the car. Despite us having informed them that the car would not jumpstart. (t was a very hot day and the AA claimed to be v. busy hence the ridiculous long wait and then the sub-contract out to the local garage).

We waited 2 hours only a mile from home because the AA said they could not call us back when a patrol car was nearby.

The original 'mechanic' (I use the term lightly) had to leave us as we needed to be towed home. Another 2 hours wait (again in the searing heat because the AA could not inform us when they were nearby) and then the same local garage turned up with a tow truck! When we enquired as to when the local garage had got the call to come and tow us they informed us it was only 45 minutes ago (so the AA knew we were waiting for a tow for 75mins before doing anything about it).

Throughout this we were trying to contact the AA to complain, were put on hold and cut off at least 3 times, when I finally did get through to someone, they promised me a manager would call back, and they never did!

The local garage informed us that they give priority to Nationwide customers as they have the 1hour guarantee, and that teh AA frequently wait to see if their own patrols can visit before contracting out, so the customer often has to wait for a long time if the work is sub-contracted out.

Obviously I am fuming!! We waited for 4 hours, a mile from home, in the searing heat! I would like to write a strong letter of complaint but don't know what to reasonably ask for in return as compensation. Ideally I'd like to cancel my membership and have my money refunded, but I expect they'll try and fob me off with a standard letter.

Can anyone please advice me as to what I could reasonably ask for in compensation, and if the AA have broken any of agreements/laws etc? Are they any statutes etc I could hit them with?

Many thanks in anticipation

Fi

[teflonted]

The AA: Complaints Procedure

[feefofum]

Thank you. What do yuou think is a reasonable request for compensation?

1. Personally I want a full refund and I don;t want to be a member of the AA any more.

2. I' d also like to write a review on a website of my experience, though can't find a suitable site to review them. Any one got any idea's please?

Cheers

[stokeybird]

funny how they tell you to write to Basingstoke but fax Birmingham.

I use to work for the AA and know how totally crap they are. best bet would be to write to them recorded delivery

[feefofum]

HURRAH!!

I wrote directly to Timothy Parker, CE of the AA with my complaint, and sent it recorded delivery. He's refunded my full year membership fee.

HOWEVER, do check the Home website which details WHY the AA have started to provide such shoddy service. As always it comes down to fat cats making money!

[Sandy483]

Hi Feefofum

I was with the AA for many years, their service now is realy shoddy.

Im with a smaller rescue services now and having no trouble atall.
We have 2 memberships and 4 call outs each a year, so far we have used them 3 times in the passed 8 months, and towed home on 2 occasions.
And the towing is to your home from anywhere in the UK

Its been worth every penny at an introductory price of £36 each.

The only difference in cover is the car is covered not the person which i have no trouble with.

These bigger companies are like many others, they grow so big they loose the customer service the caring and the fact that you paid good money and expect something in return.

[fiyah]

im with green flag and cant praise them enough for the service ive received.

[falcon185]

Some years ago I was on holiday in Cornwall with my wife, kids and other family members. We took my car and my wifes. My wife had an etopic pregnancy and collapsed at the camp site, almost losing her life. anyway, when she came out of the local hospital she was unable to drive her car, having had emergency surgery. I was a member of the AA and went into the local office hoping that they would be able to relay one of the cars back to our home as there was no other member of the family who could drive. Answer?? NO!! Now I know it wasnt normal run of the mill breakdown as such but they would not even lift a finger to help. As it was my wife actually drove all the way from Cornwall to London at the time but was in constant pain all the way. The doctors had advised her that she shouldnt drive for at least six weeks. Needless to say I cancelled my membership. Never again will I ever join the AA even if they offered me free lifetime membership!

[gbjadyy]

In reply to the above!!

i hate the AA and know an awfull lot about how they operate but in fairness to them it is actually illegal to tow a car that has nothing wrong with it unless you hold a transport licence !!! recovery vehicles are licenced as recovery vehicles so unless the company also hoold transport licencing then iut would have been illegal to carry your wifes car when it did not have mecahnicle failure, hope this helps!!!