Forums Forums Enthusiast Forums A - Z Autowirral The Scooby Is Dead :(

Originally posted by djrenegade:
But if you are after reliability, get a metro

Originally posted by Scooby:

Quote

Originally posted by djrenegade:
[b] But if you are after reliability, get a metro

[/b]

To Whom It May Concern, I am writing to you to complain about the standards of service I received today following a breakdown in the Nottingham area. I have documented the list of events below for your appraisal.

Broke Down A50 : 14:25

Contacted AA via telephone at 14:26

Sub-Contract local garage arrived at 15:20

They took us approx 5 miles to the local recovery company’s premises, arrived at 15:35

Met with a AA Roadside Assistance vehicle to confirm the vehicle could not be repaired.

The AA roadside assistance vehicle driver contacted AA via telephone and the AA would not pay for the recovery to my home address via the local garage who recovered us from the roadside. We were informed we would have to wait until a AA recovery vehicle was available to take us to my home address. My vehicle was un-loaded from the first recovery truck and we were left to wait for another recovery vehicle to arrive. We were at the local garage car park(which was closed for business) for 1 hour and 11 minutes with a 8 year old in the cold and wet with no heating before the next recovery vehicle arrived at 16:46

I requested a courtesy vehicle from the AA employee in the roadside assistance vehicle as my AA Membership states I am entitled to a courtesy vehicle for 24 hours. I was informed I could not have one until tomorrow (Monday) as all the Europcar rental offices were closed. I have read through your terms and conditions and I am unable to find where it states this is only available during restricted times. I was informed by your roadside assistance vehicle driver this service was only available Monday to Friday 08:00 – 18:00 as these are Europcar opening times. Also there is a Europcar rental service available at West Midlands Airport which is open until 22:30 on Sundays.

During the time we were left waiting in the car park I made two telephone calls to the AA Breakdown number to attempt to find out when we would be recovered. The second telephone call was with BAZ from your Deployment office, west midlands at 16:30 At 16:30 he told me the recovery truck would arrive in 5 minutes (16:35) The recovery truck finally arrived at 16:46

The driver loaded my vehicle onto this recovery truck and we finally departed the garage car park at 17:00 some 1 hour and 25 minutes after arriving there and some 2 hours and 34 minutes after my breakdown.

Once we were mobile the driver informed me he would not be able to take us all the way home as he would arrive back to your depot approx 45 minutes after his shift finishes therefore he requested a “LEG” (Vehicle transfer) via text message shortly after departing. Approx 30 minutes into the journey the driver received a telephone call to arrange the transfer of my vehicle to a third recovery truck. We arrived at Knutsford services on the M6 northbound at 18:15 and my vehicle was un-loaded for a second time.

We were left waiting at Knutsford services for another 42 minutes until the third recovery truck arrived. This driver loaded my vehicle onto his truck and departed Knutsford services at 19:06.

We finally arrived at the final location at 20:00 which is some 5 hours and 25 minutes after my breakdown. This whole journey should have taken under three hours including waiting 1 hour for the first recovery truck to arrive at my breakdown location.

I would like to take this opportunity to comment on the professionalism of the staff we dealt with today. All the drivers were very kind, polite and courteous to me and my party with the exception of BAZ from your telephone centre in the west midlands. I found BAZ to be very rude and abrupt during my telephone conversation and he raised his voice to me on several occasions.

To summarize I would like you to explain the following points :

Why was the first sub-contracted recovery not allowed to transport myself and my vehicle to my home address ?
Why we were left waiting some 1 hour and 11 minutes in a car park of a closed garage with an eight year old child in the cold with no heating and wet.
Why did the AA dispatch a driver to transport us to our home knowingly that the driver would not be able to complete this journey due to his shift finishing shortly after collecting us from the garage car park ?
Why were we left another 42 minutes at Knutsford services waiting for a third vehicle to transport us for the final part of our journey ?
Why was I not given a courtesy vehicle when I broke down as my membership clearly states ?

I am complaining about the whole situation I encountered today with the AA. Three recovery vehicles and three lengthy delays transferring my vehicle from recovery truck to recovery truck. I find this whole situation totally unacceptable and I am sure you must agree that it would not be unreasonable to expect to receive a much higher standard of service from a professional company such as the AA.

I will await your prompt reply to this e-mail with a full explanation of the facts that I have stated above.