I have been an AA member for exactly 10 years. Around 2 years ago I upgraded my membership to Roadside Relay as myself and partner travel from Surrey to Yorkshire 2-3 times a year to visit family so I thought this would be sensible, particularly since sometimes I make the journey alone. Roadside Relay is a service whereby you can be towed to any UK destination if your car cannot be fixed at the roadside. Last Sunday was the third time I have ever needed to call them out when we broke down on the M1, just 2 hours from home. I telephoned the AA at 2pm. It was a hot sunny day and I told them we had pets in the car (3 exotic frogs and a budgie) - the operator advised we would be put on a priority service. 11 hours and 4 tow trucks later we were home. Fabulous priority service, thanks AA. ]The first people to collect us from the roadside 40 minutes after our call was a contractor working for the AA. They took us to a service station 4 miles up the road arriving at 14:50. 50 minutes later, a lovely guy called Steve arrived. Steve was just about to finish his shift so could only take us half an hour up the road (which took 1 and a quarter hours on a tow truck). We arrived at the services with Steve at approx. 5pm. We then waited another 2 and a half hours in the heat. we weren't able to leave the car other than for toilet breaks as we had to make sure the pets were OK and keep the doors open so they weren't too hot. At 19:30, the lovely Andrew arrived - he was absolutely shocked we had broken down at 2pm. He said he would only be able to take us to the last services within the area he covered - this would be just outside of London (and not on our route normally). He tried to be helpful and called the office to request that they make sure another tow truck was waiting for us at those services to take over so we didn't have to wait. He also called them 10 minutes from destination to tell them our ETA. The operator was on speaker phone - he sounded non-committal and said "Erm, yeah, and even if there's no-one there, they will only be a couple of minutes away" We arrived at Heston services, 57 minutes from home still (!!) at quarter to 10pm. Surprise, surprise there was no-one there waiting for us. 40 minutes later, still no-one so I telephoned AA. On hold without speaking to anyone for 20 mins. Finally someone answered and I was told "Very sorry, we're very busy, it will be an hour and 15 minutes to wait - I had been in good spirits up until this point but I am sorry to say I lost it. I demanded that someone come for us immediately, I was tired, hot and absolutely fed up. I was worried sick about the animals and slowly going crazy from waiting in the car. Deborah at the call centre told me she would call me back. She did call, only to say she was sorry, but it would be 11:50pm before someone got to us. At midnight, our next tow truck driver arrived. Again, very pleasant guy (AA's only saving grace), finally got home at 1am exactly. Shocking is not the word for it. I am so upset - it completely ruined our holiday and going back to work has been really difficult. We think one of the frogs has died as we haven't seen it since the journey and it's been 5 days - they've all made the journey many, many times and always been fine as we know how to take care of them. It makes me feel physically sick and to say I'm angry is an understatement. Needless to say, I will be writing a letter of complaint. Anyone had better luck with Greenflag?