AA Driving School - avoid!

Undercovercarrot

My OH has just started learning to drive again after a few years' break. I had just bought car insurance with the AA (let me just state that I have NO probs with AA insurance) and when I got my policy documents, there was a flyer for 2 for 1 lessons with the AA Driving School. So my OH decided to give them a call and book some lessons.

The first few lessons went fine. The instructor was excellent. The instructor suggested that the OH paid for a "block" of 10 lessons by cheque, which he did as it gave a bit of a discount and he would need at least 10!

Anyway, after his third lesson (by the way, the free lesson would be lesson 5!) the instructor phoned up to say he was off sick, and would not be back for about a fortnight. The OH decided not to go for another instructor for the 2 weeks, but 3 weeks later, still nothing was heard. So we phoned the AA, who told us that the instructor was leaving, and we would need a new instructor. So he got details of another instructor in the area and booked a lesson. The instructor never turned up, never called and we had no idea why.

So, we phoned the AA again, who said "oh well, we don't know why he's not turned up. We'll try to call him." That was the last we heard from them. They made no effort to contact us to either explain what was going on or to try and rebook lessons.

This week, my OH contacted the AA yet again, as he was unhappy with the service and wanted to go elsewhere, and obviously get the unused money back for his lessons (the best part of £180). When he phoned up, the woman on the phone told him that as the old instructor was self employed, then he'd have to take it up with him. This is despite the fact that a) neither the OH or the AA can get hold of the old instructor, b) all AA driving instructors are self employed - you buy the franchise, and c) there was no indication that all business had to go via the instructor - we booked him through the AA, he drives an AA car and all his paperwork has AA Driving School!!!

The woman on the phone could not have been ruder and less helpful.Surely, as the franchiser, the AA retains a responsibility to the customer, and should refund the OH the outstanding money?

Sorry for the rant, but the AA Driving School have been shocking, and now we're £180 down with nothing to show for it.

pamril1

I don't blame you for being angry, I would be in your circumstances and although I have no real advice to offer, make sure you put an official complaint in writing to the HQ and demand that something be done. Also If you happened to get the rude ladies name complain about her too as it is poor customer service and she deserves to have her ear bent over it.
Good luck

echelon101

Small claims court or moneyclaim.gov.uk (I think)

KILL_BILL

yes - right to the head office by recorded delivery stating what has happened and in view of the circumstamces you require reimbursement of the pro rata amount that you are owed. irrespective that the aa are stating that the guy was self employed the contract was with them and not the tutor direct

state if you dont receive your refund within 14 days of that letter that you will issue small claims proceedings which will also include a claim for costs and interest

Ian_Crowder

I work for the AA and happen to have come across this post - the Driving School is keen to help you get a solution to your concerns. Perhaps you would like to send your contact details to [EMAIL="drivings@theAA.com"]drivings@theAA.com[/EMAIL] mentioning Moneysavingsexpert and they will get right back to you. If you can provide your Pupil Number and the instructor’s name, that would be really helpful.

Ian

bottleredhead

Ian_Crowder wrote: »

I work for the AA and happen to have come across this post - the Driving School is keen to help you get a solution to your concerns. Perhaps you would like to send your contact details to [EMAIL="drivings@theAA.com"]drivings@theAA.com[/EMAIL] mentioning Moneysavingsexpert and they will get right back to you. If you can provide your Pupil Number and the instructor’s name, that would be really helpful.

Ian

Oooh Undercovercarrott, I hope this guy helps you, sounds promising!

Let us know how you get on, good luck

James21_2

I have had experiences with another driving school and I think it is because the money did not go 'through' The AA, if for example you had paid for the lesson over the phone via Debit or Credit Card or online, they could reclaim the funds back, as they would have a record of the transaction taking place.

If you pay cash or cheque directly to the instructor The AA will have no record of the payment on their system, so the agreement is between yourself and the instructor, how would they know if you paid the instructor £500.00 or £10.00.

For example say you breakdown somewere and you have no cover, and an AA/RAC patrol van drives past and you paid him £50.00 to have a quick look at your car, he takes the money and says he will be back in 30 minutes as he is on his way to another job...he does not come back so you contact the Breakdown Call centre to complain....they have no record of the transaction...what can they do?

Sorry that was probably a terrible comparision!!

On another note no excuse for the advisor to be rude to you.

squidge60

sorry that your oh has had problems have to say me and my ds learnt with AA and we both thought the instructors were great .i would always recommend them.good luck sure it will get sorted.

Quimby

Sorry to hear about this - it seems you have encountered a rogue instructor - I'm also an instructor with the AA, and like pretty much all instructors, am self employed, and have taken a franchise with the AA.

Pupils who book with the AA can pay with a credit/debit card directly to the AA, and we then claim payments from the AA once the lesson has been taken.

There is also the option to pay your instructor directly - however you should always ask for a receipt, as we are issued with these as part of the franchise contract, and this should have your instructor's name & number - cold comfort I know as he already seems to have disappeared.

However I hope you don't think all AA instructors are like this - personally I think it's shocking practice on the part of the instructor to behave like that, extremely unprofessional not to even contact you to advise that he would not be returning.

Good luck in finding a new instructor and passing your test

MrsE_2

Quimby wrote: »

Sorry to hear about this - it seems you have encountered a rogue instructor - I'm also an instructor with the AA, and like pretty much all instructors, am self employed, and have taken a franchise with the AA.

Pupils who book with the AA can pay with a credit/debit card directly to the AA, and we then claim payments from the AA once the lesson has been taken.

There is also the option to pay your instructor directly - however you should always ask for a receipt, as we are issued with these as part of the franchise contract, and this should have your instructor's name & number - cold comfort I know as he already seems to have disappeared.

However I hope you don't think all AA instructors are like this - personally I think it's shocking practice on the part of the instructor to behave like that, extremely unprofessional not to even contact you to advise that he would not be returning.

Good luck in finding a new instructor and passing your test

Should the AA not issue instructors with a receipt book for this purpose & insist its used.

My daughter is also having trouble trying to get her money back for unused lessons (due to unreliable instructor) & the AA say its nothing to do with them.

Ian Crowder has however asked me (on my complaint thread) to email him the details.

But when my daughter contacted the AA by phone they weren't interested & told her it was between her & the instructor:mad:

MrsE_2

Undercovercarrot wrote: »

Sorry for the rant, but the AA Driving School have been shocking, and now we're £180 down with nothing to show for it.

So, did you ever get your money back? My daughter is also owed money by them.