A customer, RB from York, experienced significant issues with AA Accident Assist after a car collision. The service failed to provide a speedy repair, a courtesy car, or liaise with the insurer as promised, and then demanded nearly £1,000 in cancellation and storage fees for a car that was delayed in transit. The AA has since agreed to partial refunds.
AA Assist let me down after a collision – and wanted nearly £1,000 to give my car back
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AI Summary
TL;DR: Key points with love ❤️A customer, RB from York, experienced significant issues with AA Accident Assist after a car collision. The service failed to provide a speedy repair, a courtesy car, or liaise with the insurer as promised, and then demanded nearly £1,000 in cancellation and storage fees for a car that was delayed in transit. The AA has since agreed to partial refunds.
- 1 Collision occurred.
- 2 AA directed customer to Accident Assist.
- 3 Car taken into storage over the weekend.
- 4 Four days later: Car still not at nominated garage.
- 5 Day five: Car arrived at garage.
- 6 Customer asked for car back and was billed.
- 7 AA agreed to refund larger sum and admin fee.
- 8 Customer appealing to Financial Ombudsman Service.
- Customer incurred unexpected costs (£1,200 for self-arranged repair, nearly £1,000 demanded by AA)
- Loss of faith in AA service
- Inconvenience
- AA agreed to partial refund
- Customer appealing to Financial Ombudsman Service
What: A customer's negative experience with AA Accident Assist, which failed to deliver promised services (speedy repair, courtesy car, insurer liaison) after a car collision. The service then charged exorbitant cancellation and storage fees for a delayed vehicle.
When: Published June 10, 2025; "Four days later" (car still not at garage); "day five" (car arrived at garage); "up to four days" (assessment time); "over the weekend" (storage).
Where: York, UK.
Why: AA Accident Assist's failure to adhere to its advertised promises and terms and conditions, coupled with inflated and incorrectly itemized charges, led to the customer's dissatisfaction and financial burden.
How: The AA directed the customer to its Accident Assist service. The service then failed to recover the vehicle immediately, delayed its transfer to the garage, did not provide a courtesy car, and did not contact the insurer. When the customer requested their car back, they were billed nearly £1,000 in fees, which were later partially refunded after intervention.