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Review of AA Home Emergency Response

Submitted by John Kunning
Review Added: 16/9/2011 - Visitor Rating: 0.00 (0 votes)

Review Categories:
Home Insurance

Customer Review Comments:
I took out this policy a year ago next month and it has been a nightmare.

Last winter during the freezing conditions the boiler broke down. It took nearly two weeks for an EMERGENCY RESPONSE to fix it. Meanwhile we were left in sub zero temperatures without heat and hot water.

After returning from holiday the boiler was out so we reset it. Last night it went out again so we reset it and inbetween times it has worked fine, but it was out again so we reset it and phoned them. The AA's response was that we would have to pay as we had not reported "the emergency" immediately. If we had and an engineer had come out I am sure he would not have been happy.

It seems that this service from the AA is not an emergency response at all. When you do need them in an emergency they take a couple of weeks to respond (the agent this morning was suggesting that we should not expect frost and snow in winter!!!)

When it is more of a maintainence issue they use small print not to address the problem.

Good Points: Nil
Bad Points: 20 a month for extremely poor service
Customer Service Rating: 0/5
Value for Money Rating: 0/5
Overall Rating: 0/5
Made a Claim? Yes
Recommended? No

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The kitchen sink outlet is blocked, can barely use kitchen, there's a child in the house, food needs to be prepared. Called the complaints line, explained everything, said engineer would give me a call. Then received a call to say that there were no engineers free to do the job today, would have to wait until tomorrow morning. And here I thought this was home emergency response. I have been with other insurers and I do regret having changed from them.
Comment by Gugulu1
Date: 24/1/2013

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The comments in this review are the opinion of John Kunning and do not represent a positive or negative judgement by UK Insurance Index of the company or policy reviewed. Whilst all comments are checked for compliance with our submission rules and guidelines we are unable to confirm any of the customer experiences documented. Please bear in mind that any negative reviews may be outnumbered by many more satisfied customers.
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