The AA is not your friend!

[Booger]

I joined the AA earlier this year, and after entering my "car" details on the website, and specifying that it was a van, a popup appeared asking me if I wanted breakdown repair insurance which would cover repairs to the car if I broke down.

There was a summary list of conditions which I read very thoroughly (and says nothing about vans), and a full list of conditions which was about 10 000 words, and I read as thoroughly as I could. It turns out the word "van" appears once in the document, slipped in after "caravans" and "motor homes" as an exclusion. It is hardly prominent!

So of course when I claimed for a breakdown they refused to pay. Fair enough I thought.

But when I said, seeing as you are not insuring me, can I have my money back for the policy, I was not expecting a "No - it's your fault for not reading the policy."

My point is I thought the AA was a fair and reputable organisation, not an organisation who goes around screwing it's customers on legal technicalities.


All I can say is please join the RAC instead, do it for me

[feefofum]

The AA, How should I complain?

hear hear! Though try writing to Tim Parker, the CEO. I did and got a full refund of my cover plus free cover for a year.

[Booger]

Thanks Mate - I will do that !

[Whisperwolf]

My experience with the AA is that they have changed from being the motorists friend to being a glorified insurance company that insures certain kinds of vehicles against certain kinds of breakdowns.

Years ago I had a puncture and found the spare was flat. I called the AA, they came out and fixed it, charged 30% more for the tyre than the most expensive tyre company would charge, pocketed that difference but got me on my way. Last year I had a puncture and they refused to even attend if I didn't have a spare in good condition because it was in the terms and conditions that they didn't supply spare parts. Didn't matter that a garage the AA uses to subcontract was right next to a major Halfords which sold tyres, tyres weren't covered in the membership (read: insurance policy) so they refused to even attend.

It's a real shame that the AA has come to this, but I decided there and then not to renew, and would advise people to ask about what their particular vehicle is and isn't covered for before taking out membership with them.

[ian cognito]

I used to work for the AA and I recommend the RAC to everyone I can!

When I worked for them my engine blew up on an unlit dual carriageway at 1:00am, I had my son with me, it was 3 hours before they came out, two minutes from there regional office where the vans are based and they knew I was a lone female with child. In the end a passing police van stopped, stayed with us for a while then phoned the AA and told them to get their backsides out there. Was this because they were busy? no! the call centre used to play silly games on the night shift, like passing callers from one to the other and seeing who's customer phoned back first when the patrol didn't turn up. Incidentally they not only now sell insurance, they report untaxed cars to the DVLA too.

And I remember when they used to salute members on the road (but only just)

[lisamellor]

i worked for the rac a long time ago and they was very good with their customers.

[ian cognito]

Yes needless to say we are RAC members and have found them great when I've needed them but no doubt they have small print too! - don't they all?

[feefofum]

The AA

This explains exactly why the AA have gone so rapidly downhill.... They're trading only on their reputation now.. shame!

[bluecloud]

I used to be an AA member as a motorcyclist and even used them to arrange my insurance.

I had a quite nasty accident involving me hitting the back of a JCB (I still see the collision as a victory as I scratched the paintwork of the JCB).

The AA initially refused to turn up and collect my bike despite being requested to do so by the police attending the scene.

Then to add insult they refuted my claim as they said I wasn't insured!

I was interviewed by a private investigator for over 2 hours!

In the end they paid up when my solicitor wrote a stinking letter to them due to the actions of the private investigator.

I vowed never to use the AA again.

I am now a disabled driver and have been an RAC member ever since the accident. I've never waited more than 45 minutes for a response and apart from one little blip last year have received excellent service.


.

[Booger]

Well I got my money back for the premium for the breakdown insurance. But is was a very snotty letter from the AA, and they refused to admit that the van exclusion was not prominently displayed on the website.

In other words, any one else who takes out this insurance erroneously, will loose there money unless that are prepared to write a letter of complaint to the director of the AA. This basically proves that are quite prepared to use this misleading policy as a source of revenue.

I have told my story to everyone I meet, and it seems fairly commen knowledge that the AA, since it's takeover, is only concerned about making money.

If I had the time, I would organise a campaign to get people to complain to the Advertising Standards Authority that the "AA is your Friend" advertising campaign is totally misleading. Campaigns have been pulled by the ASA after only 60 complaints. If the campaign was pulled, not only would it cost the AA millions, but the publicity would make more people aware of what kind of organisation the AA really is.

Does anyone have the time and energy to do this ??

I will be joining the RAC when my AA policy expires !

[feefofum]

Cheers for the update Booger! I too tell my story to anyone and everyone who listens, and I think word of mouth is the best way to hurt a company, plus I joined EVERY review centre/site I could find on the internet and told my story there too.

TO be fair I got my money back AND my membership for a year, so I will thank them for that.

[seaweasel]

I've never had a problem with the AA, neither has my mum as far as I know. Maybe I've been lucky.