The AA Smart Care Omdömen 17 698

Friendly, knowledgeable staff.

My car was in for service and mot. The garage informed AA Smart Care that additional work was needed, at around 11am. However AA Smart Care only sent me a text to approve the work at 3pm. So it was too late to be completed that day, and was finally ready 4pm the following day. The garage were unhappy it took so long for AA Smart Care to contact me, and I was unhappy that it took two days because of this.

The customer service was appalling....if it wasn't for the good job the mechanic done i would not give 1 star rating.

Great friendly service very happy

Amazing service, will recommend! Helped a lot with my car

Abysmal level of customer service

Easy & great prices.

The mechanic arrived as planned & completed the interim service within the expected time.

I had to have my original appointment rearranged but because of that I was given a discount. Everything else on the subsequent visit was perfect and I am happy with the brake service.

Great service and MOT very efficient

Not my first time using this service and it won't be my last. Everything is taken care of for you. I had my car collected at the time promised and delivered back to me in good time.
Over all very satisfied.

Great service, the mechanic who came and serviced my car was very polite and helpful and did a excellent job, will definitely use AA again 😀

The service was outstanding and the mechanic very thorough. Very happy.

Oil over my new drive he tried cleaning but unsuccessful I reported this and someone’s coming back to me but nothing for 3 days plus

Job booked and done easily, and at a competitive price.

Nice and quick service.
very nice people and help full.
great experience
Thank you so much🙏

AA Smart Care managed to turn a simple administrative issue into a 14 week ordeal that exposed a concerning mix of incompetence, misinformation and questionable practices. All that was needed were basic amendments: change the name on two documents to mine (I’m the registered keeper) and correct the mileage. Instead, Smart Care delivered a masterclass in how not to run a customer service department.

The problems began immediately – 2 emails sent to the address published on their own website were ignored. When I phoned, I was told the email on the website was ‘not the correct one’ and that another department ‘Prestige’ handled amendments. Prestige were then emailed only for them to treat the request as a complaint because Smart Care had given me the wrong information. Alarm bells should have been ringing at this stage as it was the first sign that Smart Care didn’t know how their own processes worked. The matter was left with Prestige as we just wanted the amendments making.

Then came the moment that moved this from incompetence into something far more serious. In mid‑April, immediately after I called Smart Care for an update and without any consultation with the sender, Smart Care asked Prestige to delete the complaint from their system, claiming it had been ‘sent in error’. The Complaints’ Team deleted the complaint and Smart Care considered the matter ended. The deletion was made without the knowledge or permission of the sender and whilst active issues were still unresolved. Smart Care then had the nerve to describe the deletion to me as ‘positive’. Erasing evidence of an active problem is not ‘positive’, it’s dishonest, evasive and completely unacceptable and is a serious matter. It then took a second complaint just to get the original case reinstated. Once reopened, Prestige seemed to start all over again, asking for information they already had.

Prestige finally sent their decision on 19 June. They re-issued the documents but now the names on the amended documents didn’t match each other. They tried again, but simply sent the original Service Report with the wrong name and incorrect mileage. The error was pointed out, the email was ignored and nothing has been heard from them since.

Prestige has dishonestly claimed that it was my partner who contacted Smart Care in April and asked to withdraw the complaint – the claim is not true and the digital trail proves it. So, either Prestige are being dishonest, Smart Care were dishonest to Prestige during the investigation, or the investigation was handled poorly - none of these possibilities reflect well on Smart Care or Prestige.

Smart Care had previously insisted the documents could not be amended - clearly this was not true either. It even looks like the original email address was correct all along.

Thanks to Smart Care, the administrative history of my car now contains errors because of them – errors that could have easily and quickly been corrected. Looking at other reviews, this appears to be part of a wider pattern of customer service failings. If this is an indication of how The AA functions as a whole, I dread to think how they would cope with the admin relating to an actual roadside emergency where competence and trust are critical.

Why Smart Care just didn’t take 2 minutes on 12 March to amend the documents is astonishing – 14 weeks just to get to this point and the paperwork has still not been corrected properly. The entire saga suggests laziness, poor training and a lack of honesty and ownership.

This experience has been stressful, frustrating, upsetting and entirely avoidable. Smart Care came across as disorganised, evasive and seem disturbingly comfortable deleting customer information and then rewriting events to cover their mistakes.

A truly shocking experience and an absolute shambles that The AA should be embarrassed to put their name to.

Price plus very accommodating

my car was given an 8-11am pickup time but my car wasn’t picked up until half 3 in the afternoon. I had no communication from the garage at all until I rang them. I asked if there’s any update about my car being picked up and the garage said they’re very busy and short staffed, fair enough.
However I asked to confirm that when they eventually pick my car up will it actually be completed today they replied well we can definitely do the MOT today but the service might have to wait until tomorrow depending on the parts being delivered in time? I had booked in a week prior so why was it only that day they planned to pick the parts up? I then mentioned that I actually booked through The AA and all of a sudden they could confirm that work would be done in the 3 hours that was left of their operating times. The booking process was great from my end but maybe there’s a breakdown in communication between their calendars and Smartcares.