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AIBU?

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Original poster

AA lied! WWYD?

261 replies

misstrot · 09/05/2023 12:48

I am FUMING! Lies! OMG-please read-sorry it's long-I need advice!
DD (20) hit a small piece of debris on motorway on the way home from uni on the motorway. Car seemed ok but next time she took it out it overheated so we called AA. Patrolman said everything was fine-it just needed oil and water (he filled water but we had to go get the oil) Now DD is a bit nervy driving so she asked was he sure it was ok to drive back to uni (2 hr drive) and he assured her-yes. Then I asked him and he said he 'wouldn't send a young girl onto the motorway in the car if he didn't believe the car was perfectly safe and roadworthy' Enter DH who asks him is he sure ok-doesn't need to be checked at the garage as his DD is very precious and he wants her to be safe etc-again AA reiterates 'all safe-all roadworthy-doesn't need anything doing"- I follow him to the van to input my email/sign attendance from and he tells me no need.
You guessed it-she goes back to uni and breaks down on the M4 in bad weather (it takes 5+ hours for them to send a recovery truck and she is traumatised!)
We get the car delivered back here and ask a local garage to come and look. The garage owner states the car had a severe water leak (the AA didn't pressure test the system) which has caused car to overheat and blown the head gasket-so dead. Bearing in mind DD worked and saved up all summer and only bought the car in August- from a reputable National chain and paid £4000 (it's a little mini) she is devastated.
Ok, so we send report to AA and ask for compensation/new (2nd hand) engine for car. They send an 'Independant Assessor' (paid for by AA and does most of his work for AA so not really independent!?) who literally spends 4 mins taking photos -opens the bonnet and says the head gasket has gone and leaves. His report states that it was our fault for driving it as the head gasket had gone (for clarity it was fine before-no smoke from exhaust and only had a full service and 120 point check in August etc)
The AA then state the patrolman informed us that the car was not roadworthy and should be taken to a garage so they don't hold liability!!!!!! WTF! A complete LIE and 360 on what he said to us. Sadly too late to download Ring doorbell footage to support us -as its gone and he never sent us an emailed report stating what he did or advised-normal protocol. Help! What can I do?

OP posts:
Original poster
misstrot · 09/05/2023 17:24

Heronatemygoldfish · 09/05/2023 14:57

Hah. I (many, many, years ago) had the literal opposite of this happen, also thanks to phoning the AA. I was on the M1, car temp shot up, so I pulled over, waited 4-5h for the AA who never showed but they sent a local garage tow truck. Driver peered under bonnet, said it's probably the head gasket love, don't drive it (with no checking anything else) and then charged me £150 (cash on spot) to tow me to my folks. That was terrifying as I didn't know this guy and I had to sit in the truck for 50 miles with him.

I called the nearest main dealer garage the following day. They turned up, peered under the bonnet, removed the roll of masking tape from the fan that the service folk back home had left there 2 days previously, laughed and then drove it off for checks. Cost me a fortune that as a postgrad student I didn't have. Could barely afford the car.

I wrote a very stiff letter to the AA noting that if their so-called partner engineer had checked properly, I'd not be out £150 and that I expected better etc. and I wanted my money back. They refused to take any liability and offered me a free year's membership, which was at the time £38. I think I may have told them to stuff it.

I've been with the RAC ever since.

Good luck with your complaint, but I wouldn't hold your breath.

Omg -you couldn’t write it!!!

OP posts:
Wheresthebeach · 09/05/2023 17:24

I would have thought the lack of a report signed by the customer should raise alarm bells.

I'd write, calmly, stating the events. Highlighting that you were told no report was necessary, and surely if the care wasn't fit to drive that they would have had you sign a report saying so.
They have been negligent and incompetent. Start with customer services, then ask for their legal department.

LisaVanderpump1 · 09/05/2023 17:25

misstrot · 09/05/2023 17:02

Have you ever stood on the side of a motorway? It’s actually pretty terrifying and dangerous and throw on cold rainy weather and darkness and no way to charge your phone-very unpleasant!

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I've been there. It is dangerous and not fun for sure. But traumatising is a bit of a stretch. Being robbed at gunpoint is traumatising. Assault is traumatising. Your car breaking down is really just an inconvenience. Sorry, but language is important, and it's setting your daughter up for failure to encourage her to believe that things like this in life are any more than a bit of a PITA.

ChairFloorWall · 09/05/2023 17:27

LisaVanderpump1 · 09/05/2023 17:25

I've been there. It is dangerous and not fun for sure. But traumatising is a bit of a stretch. Being robbed at gunpoint is traumatising. Assault is traumatising. Your car breaking down is really just an inconvenience. Sorry, but language is important, and it's setting your daughter up for failure to encourage her to believe that things like this in life are any more than a bit of a PITA.

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Have you considered OP might have just been a bit hyperbolic like most of the posters on MN?

rumbusiness · 09/05/2023 17:28

I don't understand why you took his word for it. I don't drive (fucking hate cars) but even I would have taken it to a garage to get it checked over, rather than taking the word of an AA man whose job is simply to get it started and/or tow you and your car to somewhere you can get it fixed.

Particularly with you and your husband going on about how precious your daughter is and how scary it would be for her to breakdown alone, etc etc.

Surely it's really basic that you would get an actual mechanic/garage to give it a once-over before sending your nervous 18-year-old daughter out on a long motorway drive in a car that had repeatedly fucked up?

Original poster
misstrot · 09/05/2023 17:29

Yes the car was on the drive and yes it was working. We have Home Start and the car doesn’t need to be non-working to call the AA they will assist with flat tyres etc.

OP posts:
rumbusiness · 09/05/2023 17:30

In fact, I think this whole thing is you and your husband trying to shift the blame and responsibility. I'm sure he did say that - I don't doubt your story

But a responsible parent would have got it checked out anyway (or got your daughter to get it checked out). You know you should have done that, you know it was irresponsible of you to take his word for it, and now you're putting all of that anger on to the AA (who no doubt are lying through their teeth) rather than acknowledging your own responsibility and feelings of guilt.

Original poster
misstrot · 09/05/2023 17:32

starfishmummy · 09/05/2023 15:40

It's OK. I have my big girl pants on. And we are not the twats here!

I mean, the AA person may well have lied but he wasn't the one who continued to drive a malfunctioning car.

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He told us it was functioning perfectly-that’s the point! And now he’s lying -that’s what I can’t get my head round-the blatant lies!

OP posts:
Original poster
misstrot · 09/05/2023 17:34

Lonecatwithkitten · 09/05/2023 15:36

If all of this was the result of hitting debris have you approached her insurance to cover the repair.
My DD debris on the M4 shattered the floor tray and destroyed the sump the insurance covered all the costs including the hire car.

No -I haven’t been in touch with the insurance-fair point-might be worth a phone call- we didn’t bother originally as the AA bloke said it had done no damage- but as he keeps changing his story might be worth a go!

OP posts:
LisaVanderpump1 · 09/05/2023 17:34

ChairFloorWall · 09/05/2023 17:27

Have you considered OP might have just been a bit hyperbolic like most of the posters on MN?

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I'm sure she might be, but why? Either 1) daughter is "traumatised" in which case she needs to get a bit of a grip or 2) OP is being hyperbolic to create drama and she needs to get a grip. Why create a mountain out a molehill?

coffeecupsandwaxmelts · 09/05/2023 17:37

misstrot · 09/05/2023 17:29

Yes the car was on the drive and yes it was working. We have Home Start and the car doesn’t need to be non-working to call the AA they will assist with flat tyres etc.

Why did you call the AA if the car was driveable - that's what I don't understand?

The AA come to your house if your car is non-driveable - ie. it won't start or has a flat tyre - it's not their job to diagnose issues and take it to the garage when it can be driven there by the owner.

Outerlimit · 09/05/2023 17:37

Male101 · 09/05/2023 13:12

Why didn't she pull over when she saw the temp rising?

The temperature gauge shows how hot the water that the sensor is sitting in is. When a catastrophic failure occurs, the sensor is sitting in nothing so the gauge shows zero.

bd67thSaysReinstateLangCleg · 09/05/2023 17:39

You are not unreasonable to be angry. I don't think a complaint to AA will get you any money, but make it anyway. I doubt your DD is the first victim of this technician's bullshitting.

The PPs criticising your DD for being frightened by the experience can fuck off. If a van had pulled up, men had got out and forced your DD into the back, and driven off, the drivers of the vehicles passing at 60-80mph would have done what exactly? There's a reason why recovery services are supposed to prioritise lone women: we are at risk of abduction from the hard shoulder. Five hours without a toilet won't have been pleasant either.

The lesson to learn here is for you and your DD to be more mechanically savvy. Get the Haynes book for your vehicle, read online at Honest John and similar places about common faults for that model of car, and be more willing to challenge mechanics. It's hard when you're female because they often talk to you like you're stupid, but it's worth persisting.

Original poster
misstrot · 09/05/2023 17:40

PegasusReturns · 09/05/2023 15:50

OP I’m sorry you’re getting such shitty responses from people.

It sounds like the AA were useless, possibly to point of negligence, so first step ask for a copy of the paperwork re your case and a copy of the protocol for these situations.

re you’re DD I hope she’s ok. I have older teens one of whom would be be distressed in this scenario. Many people underestimate the continued impact of covid and lock down on young adults who transitioned to adulthood in that period - they lost crucial months/years and many are understandably less mature and experienced than they ought to be.

All you can do is reinforce that shit happens and help her be better prepared should a similar scenario arise in future

Thanks so much for your kind words… she’s absolutely fine now and actually pretty resilient in most scenarios- it’s just nearing dissertation/ exam time and had just split up with her boyfriend -so this was the last straw at the time! Plus she’d worked hard to buy her car and now she’s back on the bus/train!

OP posts:
SomethingWycked · 09/05/2023 17:40

Ask for a copy of the signed report from the first call out. Surely if the car was unsafe to drive, they would tow it to the garage as part of the service - challenge them on this point.

backof · 09/05/2023 17:40

I think you're right to be annoyed OP- you specifically asked if he was sure, in his professional opinion, your DD would be fine to continue the journey and he said yes, he could easily have said 'I am not able/qualified to advise you'

I am not sure why this has turned into a pile on, you pay for a service that has let you/ your DD down and you are within your rights to complain.

bd67thSaysReinstateLangCleg · 09/05/2023 17:41

SomethingWycked · 09/05/2023 17:40

Ask for a copy of the signed report from the first call out. Surely if the car was unsafe to drive, they would tow it to the garage as part of the service - challenge them on this point.

Two good points there.

Original poster
misstrot · 09/05/2023 17:43

SchoolTripDrama · 09/05/2023 16:07

OP, it's a total waste of time asking for advice on here, you just get cross examined

Yes-so I see now!
I was hoping someone would have some advice on how to take the Aa to task over the lying-but they are all hung up on ‘did she stop in time’ and ‘the AA are only for breakdowns’

OP posts:
Whatthediddlyfeck · 09/05/2023 17:44

Ok I’m going to be the bitch and put it out there that perhaps OP’s daughter isn’t telling the whole truth…it wouldn’t be the first time someone has thought they’ve known better than the pro who has potentially said ‘this’ll get you home but get it checked’, ignored the advice, which has bitten them in the arse, then they say ‘but he SAID it would be ok’

bd67thSaysReinstateLangCleg · 09/05/2023 17:45

Outerlimit · 09/05/2023 17:37

The temperature gauge shows how hot the water that the sensor is sitting in is. When a catastrophic failure occurs, the sensor is sitting in nothing so the gauge shows zero.

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Can confirm. When my dad's Volvo 340 dropped the contents of the cooling system onto the tarmac at the traffic lights, complete with comedy film style steam rising from the bonnet, the gauge gave no warning of this.

We kids thought it was hilarious. Him, not so much.

Outerlimit · 09/05/2023 17:45

TheShellBeach · 09/05/2023 14:42

I'm really enjoying this thread.
Great badinage.

Do cars have big ends these days? Because I always think that sounds like such a silly name for a car part.

(misses point of thread)

Phew, our extensive knowledge is still relevant.

AA lied! WWYD?
Original poster
misstrot · 09/05/2023 17:46

Rummikub · 09/05/2023 16:41

Yes?

From their website:

Will the AA come to my house?If you add At Home to your policy, we'll come to you if your car breaks down at home.
When you need us, we'll usually get to you in under an hour, or at a time that suits you.
We fix 9 out of 10 breakdowns at home, and if we can't fix your vehicle, we'll sort out the recovery of your vehicle as usual.

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Yes they should! In December my car was making an odd noise so I didn’t know if safe to drive-called the AA -he wasn’t sure either so towed it to the garage for me-turned out to be the gearbox. And he sent me report to say what he’d done/advised.

OP posts:
Blossomtoes · 09/05/2023 17:48

Wheresthebeach · 09/05/2023 17:24

I would have thought the lack of a report signed by the customer should raise alarm bells.

I'd write, calmly, stating the events. Highlighting that you were told no report was necessary, and surely if the care wasn't fit to drive that they would have had you sign a report saying so.
They have been negligent and incompetent. Start with customer services, then ask for their legal department.

Good luck with that.

coffeecupsandwaxmelts · 09/05/2023 17:49

misstrot · 09/05/2023 17:43

Yes-so I see now!
I was hoping someone would have some advice on how to take the Aa to task over the lying-but they are all hung up on ‘did she stop in time’ and ‘the AA are only for breakdowns’

Show quote history

You won't get anywhere complaining to the AA because it's your word against theirs. You have zero proof of what the technician did or didn't say to you.

BonnieLisbon · 09/05/2023 17:49

The RAC used to come quite quickly if you were a woman on your own. Definitely didn't take 5 hours. Don't know if that's still the case as I've not called them out for ages. Bad they lied like that