Autoaidbreakdown Avis 2 493

I have had 2 years of Autoaid cover. I recently experienced a breakdown and was informed that vehicles over 15 years old are not covered under my policy. I do not recall this being obviously broadcast information when I first purchased my policy in 2025, and it certainly wasn't flagged to me prior to my auto renewal date.

After looking through my policy documents, the only mention of this exclusion is in the 'definitions' section at the very bottom of the policy information, in which a Vehicle is defined as being under 15 years of age. This caveat should really be made clearer to the policy holder, as there is no mention of it in the general excursions or terms and conditions.

After feeling quite miffed that I'd been paying for 2 years of cover which didn't even cover me, I phoned for assistance, and was told that I could not simply upgrade the cover for older vehicles, but instead would have to cancel my current policy (incurring the cancellation admin charge) with no refund for the last 5 months left on the policy, and then pay full price for the upgraded version of cover for vehicles older than 15 years.

I'm sure when you are covered Autoaid do an alright job, however my experience has been poor, and I have been left feeling rather scammed.

They have gone from amazing service and good value for money, to horrendous service and a very long process for a complaint.

In January I had a puncture and required assistance, in the boot of my car I a kit to inflate a tyre as per their policy but their policy doesnt state the foam kit is required and that you simply need an inflation kit. They refused to come and see me and I had to pay over £300 to have my car collected. Naturally I have put in a complaint about this because their policy states I need an inflation kit which I had and I could provide evidence. I raised this complaint in January 2026, it is now Mid April 2026 and im still yet to have it resolved. It has gone to Callasist their breakdown support line and come back to RCIB Complaints, when I have chased this up, I get passive aggressive emails back. I have also asked several times to be given details as to how I can cancel my policy and get refunded as a 4 month wait for a complaint despite it being FCAA guidelines from a customer point of view is frankly horrific, combined with the passive aggressive emails, I got no response to my question around how I could leave.

This company when I required support at the start was spot on - there complaints procedure and customer care process is just frankly rude, unnecessarily lengthy and poor.

If you want cheap support, absolutely use this company, but dont expect service to be good.

I very very rarely leave a poor review, I believe that we should support businesses that offer good service to grow and thrive, but I am fully disappointed with this and don't want anyone else to experience what I have gone through.

The one time I genuinely needed auto aids' help, these guys totally and monumentally let me down.

I'm a pensioner and got stuck in snow on a fairly steep hill. After all the usual tricks my tyres just wouldn't get a grip on the road so I rang for help as the temperature plummeted below zero and it became pitch dark on the isolated country lane.

After a long phone call giving all my detailed information the operator said I wasn't covered, despite being covered for " Home start, roadside assistance, nationwide recovery to any UK destination, unlimited call outs." They said they could rescue me but they'd have to charge me. Really? Shortly after the call, three guys in a 4x4 stopped and pushed me up the hill. It took all of 30 seconds. Thanks for nothing Auto breakdown. I shan't be renewing with you again.

Absolutely woeful company.
They never cancelled my policy when I called them in Sept 2021 when I scrapped my car.
They never sent any notifications for several years.
They did manage to continue charging me. Year after year.
They don't allow access to previous invoices.
I called in Friday when they sent their first reminder in 2 years. I got told "we are too busy so speak you you just now. I will send a callback request and you will be called before 5.30.
I'm still waiting.
I sent an email yesterday asking for a full refund plug 8% interest due to their total lack of transparency and dubious practices.
Colour me shocked that I never got a response.
I also posted a polite message on social media. It never got answered but I did get deleted.
What an unsavoury bunch they are.
I'll get my refund.
I just don't want you to have to deal with this mob.
If it takes a civil claim. That's what I'll do.
I have proof of every statement.

Broke down 180 miles from home . Auto aid were very efficient, coordinated the recovery process , kept me informed as to who would be coming and when. Checked to make sure all was ok. Got me safely dropped off at my local garage. Very impressed with the service

A breakdown service that doesn't attend breakdowns! Yes, that's right.

I reported a burst tyre caused by a pothole and they didn't want to know; advice: use a sealant or just call out a tyre fitter.
I submitted a complaint and they didn't want to know either.
They used to be reliable, but not anymore.

I won't be renewing my cover.

Today I had a puncture and called Autoaid after not being able to contact Volvo Assist (at least 1hr wait time to answer the phone!). I got through to Autoaid without pressing too many options and spoke to Rebecca who was on it straight away. It was even more impressive as I had not got my policy details with me but she was quickly able to reassure me that I was covered. I was kept fully informed of the progress of the recovery vehicle and its whereabouts. It's nice to know that when i pay my premium and need a callout that it all works smoothly; thank you so much.

AUTOAID use unreliable and unprofessional local recovery operators and take no responsibility for this, preferring to blame the customer.

Very disappointed with the car recovery service. I waited around 7 hours in total and had to call nearly 10 times. Every time I called, I was told the driver would arrive in “30 minutes,” which clearly wasn’t accurate. Even after finally getting a confirmed time, the recovery still arrived about 3.5 hours later than promised. Poor communication, long delays, and very frustrating experience — definitely needs improvement.

DO NOT USE. Paid for 2 years then when tried to use was told it didn’t cover cars over the age of 15. Unfortunately it had just auto renewed (I didn’t request Auto renew either). I thought there was a 14 days cooling off period but still got charged cancellation fee of £25.50. Absolutely disgusted and feel like I’ve been scammed.

Had a flat tyre at a holiday cottage whilst away on holiday in Lake District. I know it’s a challenging job without the tools I’d have at home. So, called Autoaid for first time ever. I’d taken a policy with them based on MSE suggestion. Got a text then a call from Chloe in Colchester suggesting I didn’t have a current policy. Turns out their system didn’t recognise hyphens in a name! So, she corrected this and called for a breakdown person. Stuart (Furness Recovery) arrived after about 1 hour and swapped the flat tyre with the spare. No fuss, no hassle and he was a very polite and nice guy too. So, full marks for the repair but on 4 stars due to autoaid poor systems/admin.

I was not alerted about auto renewal, or aware it had been activated by default. Despite contacting AutoAid on the morning my cover was renewed, they could not cancel without high fees. Two advertised email addresses do not work, so I requested a callback from a manager to discuss, but only the same customer service agent called me back still unable to help. Zero help or loyalty shown. Unimpressed. I feel forced and trapped to continue the cover for one more year, then will be looking elsewhere.

I reported my vehicle broken down at 23:25 on 1 January, trusting the “1-hour guarantee”. What followed was a nightmare that lasted until the next day.

Recovery did not arrive until around 1:00–1:30am. When they finally turned up, they refused to change the tyre and simply walked off, leaving me stranded on the motorway. I immediately called back to report this, but nothing was done.

By 3:00–3:30am, there was still no help. I had to send my passenger home by other means while I remained alone and stranded on the motorway. I was left there until 5:00am, when the police arrived and told me I could not remain on the motorway. I was forced to pay £200 out of my own pocket to be towed to the nearest service station.

Throughout the night I made countless phone calls and was completely ignored. I was treated with disrespect, neglected, and at times spoken to abusively. This is NOT what any “1-hour guarantee” looks like.

The situation dragged on even further. At 8:00am, I was taken to a garage where nothing was done, then taken back again after yet more calls. I had been awake all night, exhausted, even sending friends to call on my behalf because I was getting nowhere.

At 10:00am, I was told I would get a tow at 1:00pm. When they finally arrived, they told me to leave the car at a garage three hours away from my home. I had no choice but to go home and leave my car there. They are now refusing to reimburse any of my expenses, including the £200 I was forced to pay.

This service is unreliable, unsafe, and misleading. Their policies mean nothing when you actually need help.
Do not touch this company. They are not there for you when it matters most.

I’m writing this review whilst still waiting for a recovery vehicle. I’ve waited for over 3 hours on a dark country road, and have been told that it will be at least another 30 mins.
I consider this to be a really poor service and would recommend that you choose another company, one which guarantees a maximum recovery time

I renewed my subscription with then fillowing my one year subscription. Sadly within three days of rgis i unfortunately had to call them out to help me change my tyre on the motorway as i hit an object. I have copd and limited strength and struggled to get the tyre off. The weather condiotions, rain, was dreadful and i was on the hard shoulder with car racing by with limited space. Four hours after my initial call, when i was told someone would be there within an hour, i was still sat in my car!! I had to call out a private company and incurred the amount of £70. However, within a hour of calling them, they arrived, changef my tyre and i was on my way. Four hours and a quarter and still no sign of autoaid. I complained and asked for my subscription back as they clearly didnt provide me with the service i paid for, plus the cost of £70 which i had to pay for assustance. They have offered me £30 disgusting, totally unprofessional and a rip ofg

Very happy - renewed about 6 weeks ago and broke down yesterday for the first time in years. Autoaid are not the cheapest but I had a recovery van within 50 mins and AutoAid called me every 15 mins to check I was ok whilst on the side of the road. Will be staying with them.

I cancelled my recovery service within the cooling period just to discover that they subcontract another company for administration duties and transfer to us their payment.
So despite being in the cooling period and not having to pay anything to tautoaidbreakdown I had to pay £20 (on a £47 worth policy) to the company they hired for THEIR administration. I can understand pay a reasonable amount for administrative fees but not almost 50% of the policy. A scam basically as it is a legal way to circuvent consumers rights on the cooling period.
If this the way they work I am happy to not use them on the rest. I do not reccomend them

This company has gone to the dogs... they used to be small, efficient and friendly.
Now they are big, corporate and ineffective.
I waited almost four hours for help.
They ask you to use their app which is complex and slow.
Their staff speak unclearly, despite me asking them to speak more slowly and clearly.
Waiting in the cold and damp they make no effort to repair - only just put the vehicle on the back of a truck. And they sent the wrong type of truck so I havd to wait for another!
Beware!!!

Call out to burst tyre. Estimated time maximum 90 mins then told in that they would be another 15 minutes for the next couple of hours. Total time just under 4 hours and lots of misinformation. Would not recommend.

Broke down on a long trip from Cornwall to Towcester then to North Wales. Breakdown happened in Exeter. Autoaid arranged for an excellent independent recovery company to respond resulting in a courtesy car for me over three days and the car recovered to a North Wales garage. Autoaid kept me informed throughout. Outstanding. Ironically, my wife recently renewed her breakdown cover with the market leader for 50% more than I paid Autoaid.