The AA Cars Avis 

I had been in dispute with a dealership regarding the miselling of a faulty vehicle which has been ongoing since September 2024. The dealership refused to help until I contacted AA cars based on advice from Citizens Advice. I was contacted by a mediator, Verity who was polite and communicated well and eventually helped a refund to be processed albeit for considerably less than expected and over a prolonged period of time (however this was due to the dealerships lack of cooperation). I did feel that although the service provides a clear communication channel between customer and dealer, the service appears to protect the dealerships trading under AA cars rather than looking after the customer. Overall I am happy I received a refund of sorts and i don't think this would have happened without intervention however there should be more customer protection and reassurances in my opinion.

I have had a 5 month battle with a local dealership regarding a couple of faulty cars which I purchased, I was getting nowhere with the dealership until I contacted the AA and I was assigned Hayley Mills as a mediator, once Hayley took on my case, I was in contact with her on an almost a daily basis, she kept me updated on every step of the mediation process, and in the end she was successful in getting me a full refund. I know that without Hayley's involvement this refund would not have happened as the Dealership were not interested in my complaints. The AA should be proud of Hayley Mills, she is a credit to the company.

Grace Jones was extremely helpful and very patient in providing mediation for a car we purchased from an AA dealership.

She was able to negotiate a mutually acceptable value for mileage used by us prior to rejecting the car, and was able to arrange a collection of the car back to the dealership.

The mediation prevented necessary court action against the dealership, and although we lost both the mileage money and other monies that had been spent on diagnosing the faulty car that totalled over £2500, we were at least with the AA's help able to get a quite substantial partial refund against the rejected car.

The dealership had the opportunity to reapirthe car but the fault, a catstrophic failure of an electronic auto-gearbox meant the car was undrivable.

the process took a while as these things do, waiting on responses from each side, but I am happy that the mediation yielded the best possible outcome for us shy of going to court to recover monies outlayed in full.

Aletrnative dispute resolution can work well in some circumstanses and we are very grateful to Grace who persisted with this for us and was able to negotiate a settlement.

Thank you Grace and AA ADR Team for all your help.

Very frustrated with the AA's membership approach having been a member for 25years, I recently made a purchase vis Currys which offered a reduced membership with the AA for two people. Thought to get this for my older kids. Followed the link, started filling the info out based on offer of £90 for two with National Recovery....then the website kicked my post code out due to tech issue...back in this morning, same offer link now £195.....will not be doing that. Poor marketing AA get your act together.

I had a issue with a AA Standards Garage, I purchased a car, only to have issues straight away with it, I had an independent check carried out on the car, and the car had numerous issues, to rectify would be over £1000, i spoke with the garage, and they did not seem interested, I told them the car needed to go back to them, and as 110 mile away, I had to pay a transporting company to come to collect and return the car, also the cost of the independent Check, Garage told me to take another car to the same value, nothing my son liked so I asked for my money back, even though I would loose out on the costs already incurred, Garage not interested and said take him to court, I went to the Ombudsman / Trading Standards through Citizens Advise - not interested, so as an AA Standards Garage, I contacted them, they were great from the outset, and took all details and pursued this for me, contacting the dealer and acting on my behalf, after 3 to 4 weeks no joy, so they told the Garage they would loose the affiliation with the AA, this motivated the Garage, who repaid me the value of the car, My thanks to Verity Lowe for chasing this Daily, and mailing / calling me with updates, I thought it was a lost cause, and Court it would have to be, Great Service from the AA

Excellent, turned up quickly and I was a low priority call. The person who turned up (Dean) was friendly and helpful and took the time to try and fix the problem and although it couldn't be fixed roadside, he made sure I got to a local garage safely and gave me a lift home! Excellent service, thank you

Resolved my issue efficency and effectively and within the specified lead time.

I honestly don't think I would have got anything done to the car I had just bought, was it not for Vicki.
My anxiety about the whole situation was tended to, with care and compassion.
I understand it's just a mediation service, but it's much more than that. I know I couldn't have dealt with the dealership without having issues. So to say I am extremely grateful, is an understatement.
I'm hoping the dealership will be removed from being an AA accredited dealer, but..who knows how it will turn out.

dealing with someone with a can do attitude
thank you for your help in resolving this issue as we were at a stalemate.

I can't thank the AA Dealer complaints team enough, for their support and professionalism at helping resolve the issues between myself and the car dealer. Thank you for everything you have done, it really is very much appreciated.

Due to having bought a car from an unscrupulous dealer, I rang and spoke to Victoria, who on my behave spoke to the dealer .. she constantly kept me updated and really fought my corner.
It is now being resolved and I can’t thank her enough for her kindness and advice.

I Had (and still do) an issue with a trader who is currently affiliated with AA cars. Made a complaint through AA as they try and mediate/help to resolve issues with traders. Verity at AA has been great from the start. Keeping me informed at each stage and really tried to work with myself and the trader to get the issue resolved. I really appreciated her help and how professional she was throughout.

Amazing help

I first got in touch with AA Cars because I had a problem with one of their recommended garages that wasn’t very cooperative in speaking to me about my refund Verity from AA Cars took up the case and kept on it until I got my refund Verity has been in touch with me all the time giving me updates i have now got my refund and can’t speak highly enough about the AA Cars service five star definitely

I've had a nightmare with a dealer who thought it would be OK to sell me a car with undeclared prior damage.

They refused to issue me with a refund despite having clear evidence from my mechanic.

I noticed that the dealer is AA approved and so decided to raise a complaint. My mediator, Hayley has gone above and beyond, keeping me updated throughout the process. She managed to get an ACE court approved inspection raised, which confirmed that the vehicle was of an unsatisfactory quality.

The dealer had no choice but to issue me with a refund, and Hayley has kept in communication and made sure that I received my refund promptly.

Massive thanks to the AA mediation service and especially to Hayley, I couldn't have got this resolution without your help 👍

For the last 5 weeks I have been having some issues with a dealship worked through and today it has finally been resolved. This is through no fault of AAs as they have maintained an open line of communication throughout and unfortunately had to go through the same difficulties I did, in line with the complaint they were handling on my behalf.

My mediator Verity was incredible and I wanted to ensure she was recognised for this.

She is a highly tenacious, professional individual, fully committed to ensuring positive outcomes in every situation. Her approach was methodical and diligent, always maintaining clear and impeccable communication. From the moment I interacted with her, she reassured me at every step, ensuring I felt informed and supported throughout the entire process. Her ability to stay focused on solutions, while addressing concerns with patience and clarity, demonstrated her unwavering dedication to delivering the best results. I felt confident in her ability to navigate challenges, as she consistently went above and beyond to make sure things were handled efficiently and effectively.

Thank you Verity for everything!

Grace was very helpful with resolving my complaint about the AA affiliated car garage we had purchased a vehicle from. She persistently contacted the garage until the issue was resolved and provided regular updates to keep me informed of the progress. Would recommend buying a vehicle from an AA approved garage just to gain the reassurance that they will back the customer if any issues arise.

I used the mediation service to resolve an issue with an AA approved car dealer who did not meet the standards expected. Grace Jones was my contact and kept in touch as promised, by email and telephone, without fail. She managed to liaise with the dealer and achieve an offer of funds towards a repair that was present at the time of purchase. Despite the dealer being adamant that they would not assist me, Grace managed to resolve the matter to my satisfaction in a professional, friendly manner.

Great experience today, with my account manager Taylor, told me about a lot more features that I’m missing out on, been very beneficial, great lad.

I had need of the AA’s mediation service to get back money from a dealer who sold me a car that failed to meet with the terms of the contract. I dealt with Verity, who was completely on the ball, very professional and clearly dedicated to getting the results needed. She made sure that we were kept informed at every step. I can’t fault her or the service provided by the AA at all!