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Review of the AA, Breakdown Cover:

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You could not make this up

Dear AA Customer Services, Further to my earlier complaint. I am writing to express my profound dissatisfaction and frankly, shock, at the abysmal level of service I received on 07/05/2025. Despite being in a clearly dangerous situation, having shared my precise location, I was left stranded for nearly six hours before assistance finally arrived. This unacceptable delay necessitated the intervention of the police, who had to block off the slip road where my vehicle had broken down to ensure my safety and that of other road users. Using your app, I was advised to expect rescue at 14:05. I get a call from a your driver to inform me he couldn’t help me because he had fuel in his car and I was on a 60mph road. Forgive me, but can you explain the point of this contact? To compound this already distressing situation, several AA agents I spoke with were dismissive and somewhat abrupt, simply advising me to contact the police. It was the attending police officers who informed me that it was, in fact, the AA's responsibility to have contacted them given the hazardous location. This complete lack of proactive concern for my safety is deeply concerning. The situation then went from bad to worse. When the recovery vehicle finally arrived, the driver informed me that he had been instructed by the AA to drop me and my immobile vehicle at the nearest "relief point" – a petrol garage. This instruction is utterly baffling and demonstrates a complete disregard for my well-being and the inconvenience caused by this breakdown. I was then left with the additional burden of paying to have my car transported the remaining four miles to my mechanic. Furthermore, the recovery driver point blank refused my request for a lift home, leaving me stranded at the mechanic garage. The level of service I experienced on this occasion is not only shocking but borders on negligent. To have the police intervene for my safety, and then to be nearly dumped at a petrol station with a broken-down vehicle is beyond comprehension. I then had to get an uber from the garage. I am therefore requesting financial compensation for the distress, inconvenience, and additional costs incurred as a direct result of the AA's failings. Furthermore, I demand a clear and comprehensive explanation as to why the recovery service was instructed to leave me and my vehicle at a petrol garage, away from the busy and dangerous slip road. Am I not entitled to be treated with basic human consideration and provided with a safe and reasonable resolution to this breakdown? Reviewed on: 7th May 2025

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