One of our customers recently had a frustrating experience like this with AA Accident Assist. After an accident, they found themselves faced with ridiculous, exorbitant charges for towed vehicle storage and return. Because of that oversight and incident, it delayed getting their vehicle over to the repair garage. Lawmakers are worried too. The FAQ adds fuel to the fire that the company’s assistance services are opaque and underserved.
The person said that AA Accident Assist racked up a £254.50 storage fee following the accident. They justified this excessive fee as a service charge to transfer the vehicle to an impound lot. On top of that, they charged £76 for one weekend of storage, adding up to a jaw-droppingly awful total of charges. Storing a car, for example, typically runs between £20-45 a week. Consider this when developing your budget with student engagement!
In an instant, everything changed. The customer was annoyed to learn that their vehicle didn’t reach their chosen garage until four days after the accident. The car languished in storage all weekend. Once it arrived at the garage, AA Accident Assist informed us that they would require a minimum of four days to inspect the damage and estimate repairs. This delay added to what the person called “astronomical” storage fees.
Accident Assist’s total invoice for services amounted to £1,200. This was very similar to the entire repair cost that the person organized on their own. In light of these circumstances, the customer was understandably perplexed to discover that they were subject to a cancellation fee of £991.71. This fee already factored in the aforementioned storage expenses.
After the public outcry, AA Accident Assist elected to refund the $750 storage fee. They conceded to refund a further £150 administration fee. To make it worse, the company has since claimed that they provide a courtesy car only if the insurer agrees to cover the cost. This caused additional challenges, as the insurer typically only steps in after the vehicle has been introduced to the body shop.
“When the customer chose to withdraw from making a claim, we instigated the cancellation process, which the customer was advised of on the initial call.” – AA Accident Assist
This response from AA Accident Assist indicates that this is their policy regarding cancellation requests. That said, critics say it’s understandable that people are confused, given that the communication about the fees and process has been less than clear from the start.
The person at the center of this ordeal is still left wondering what expenses they paid. They are equally concerned about the transparency, speed and efficiency of service AA Accident Assist. Frustrations are high with these backroom practices. We hope that customers will learn from this experience to thoroughly read the terms and conditions of accident assistance services to avoid facing these challenges again.