Complaint against The AA

carrottsforlunch

hello

Had a renewal of £199 from this lot in april this year , having decided that was slightly too much decided to cancel breakdown repair cover so saving about £83 . i rang 2-3 weeks before renewal and had assumed the new cost of £117 would be taken out instead of the £199 on the 16th of may, i was wrong .
After noticing they had taken out the wrong amount i rang them and was told that it would be returned after 21 DAYS!!!!! . After about 30 odd days no refund , so rang again only to be told we dont charge £83 its £55 , when i pointed out for 2-3 minutes that the difference between £199 and £117 was not £55 he kept me on hold while he reviewed the phone conversation with the first guy ( i did get a bit narky and the bloke was pretty professional to be fair )( to be fair to me i am not normally like this).
When he came back and apologised he told me that basically the first phone call (where i asked for my money back) had been ignored and i would get my money back (yep youve guessed it after 21 days) , all throughout this process i have got the impression that they were stalling on the phone ( i even mentioned that i would probably get my money back after ive spent £80 on phone calls ) . The guy told me the money would be fast tracked and would be about 5-6 days for a refund , that was 11 days ago .
I seriously can not be bothered to ring again as that will probably cost another £10-£15 and have not just written off the £83 but the whole lot as next week i will join the RAC , the AA describe themselves as the 4th emergency service , well hopefully if i ever need any of the first 3 i hope they will be more competent than this lot . Pathetic !!!


P.S no need to reply to this as i was just getting it off my chest :beer:

Araboo27

Oh my mum had a nightmare with the AA after one of their guys b*ggered up her central locking, she just called it a day cos she didn't get anywhere with them after a few months of letters back and forth. If the money lost is minimal sometimes it's better to forget it and save yourself the stress isn't it?! Lol.

carrottsforlunch

Yep Araboo27 your right , the way they have handled this is completely disgraceful , ive just accepted they have done me over and my money is gone , honestly just can`t be bothered with it . Think i might write to BBC`s WATCHDOG though next week .

attila_

I've learnt (mainly from mobile contracts) never just accept confirmation over the phone. It does not always work. In writing, email or letter.

The_AA_Company_Representative

carrottsforlunch wrote: »

hello

Had a renewal of £199 from this lot in april this year , having decided that was slightly too much decided to cancel breakdown repair cover so saving about £83 . i rang 2-3 weeks before renewal and had assumed the new cost of £117 would be taken out instead of the £199 on the 16th of may, i was wrong .
After noticing they had taken out the wrong amount i rang them and was told that it would be returned after 21 DAYS!!!!! . After about 30 odd days no refund , so rang again only to be told we dont charge £83 its £55 , when i pointed out for 2-3 minutes that the difference between £199 and £117 was not £55 he kept me on hold while he reviewed the phone conversation with the first guy ( i did get a bit narky and the bloke was pretty professional to be fair )( to be fair to me i am not normally like this).
When he came back and apologised he told me that basically the first phone call (where i asked for my money back) had been ignored and i would get my money back (yep youve guessed it after 21 days) , all throughout this process i have got the impression that they were stalling on the phone ( i even mentioned that i would probably get my money back after ive spent £80 on phone calls ) . The guy told me the money would be fast tracked and would be about 5-6 days for a refund , that was 11 days ago .
I seriously can not be bothered to ring again as that will probably cost another £10-£15 and have not just written off the £83 but the whole lot as next week i will join the RAC , the AA describe themselves as the 4th emergency service , well hopefully if i ever need any of the first 3 i hope they will be more competent than this lot . Pathetic !!!


P.S no need to reply to this as i was just getting it off my chest :beer:

Hello, we're sorry to hear you're unhappy, we'd like to address this. Please email the details including your full name, address and membership number to chat@theaa.com with Reference FOR45191. Regards, The AA

carrottsforlunch

Sorry , i seriously just can not be bothered with you , your customer service is pathetic .
It`s now been another 14 days after my last phone call so lets see if my money is refunded by next tuesday . If not i will come back on and you can give me a reference and address with which i can send my cut up card so that you can see im on the level . If the money is refunded i will send my details and maybe you can use it as an example of how not to deal with complaints and you`re apparent disregard for paying customers .

carrottsforlunch

Well the second 21 day period ends tomorrow and still no money , what a shocking state of affairs . When we live in a time where money is tight we have companies like the AA who treat their customers like something you scrape off the bottom of your shoe .

OriolaW

Perhaps try again with that email

lechat

I cancelled my AA membership last year to find that they had kept 2accounts running (I dont know how as I only had 1) As they said it only cost me around £30 i let them carry on as I was looking for new roadside cover. However I've checked my bank account and theyve cost me over £100 because theyve taken the money out of an account I wasnt using and its not covered under direct debit because its an ongoing payment type!

Terrible service you expect them to cancel when you say cancel in good time!!

Who do you recommend writing to to get these things properly cancelled and refunded with documentation?

photome

carrottsforlunch wrote: »

Well the second 21 day period ends tomorrow and still no money , what a shocking state of affairs . When we live in a time where money is tight we have companies like the AA who treat their customers like something you scrape off the bottom of your shoe .

wouldn't hurt to use that email posted by the rep, you only need to copy and paste your long post.

Agree its shocking but if you let them get away with it, they will keep doing so

The_AA_Company_Representative

lechat wrote: »

I cancelled my AA membership last year to find that they had kept 2accounts running (I dont know how as I only had 1) As they said it only cost me around £30 i let them carry on as I was looking for new roadside cover. However I've checked my bank account and theyve cost me over £100 because theyve taken the money out of an account I wasnt using and its not covered under direct debit because its an ongoing payment type!

Terrible service you expect them to cancel when you say cancel in good time!!

Who do you recommend writing to to get these things properly cancelled and refunded with documentation?

Hello lechat, we'd like to address this with you. Please email the details to chat@theaa.com, please include your full name, address and membership number and title your email Reference FOR46218. Thank you, The AA