AA Home Emergency Response Reviews

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AA Home Emergency Response

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Latest Reviews

★☆☆☆☆

“What a joke! ”

Written on: 02/02/2016

My boiler failed on the morning of 26th Jan 16, I logged a fault with AA at 08:30 AM. I explain I have three young children (between the ages of 3 and 6) and an elderly mother (74 years old) who lives with me. I was told I have been passed onto a local repairer - CJ heating (based in Stevenage). On the 27th at 6 PM a gas engineer turned up and after 15 mins advised me my boiler had two major faults (Gas chamber and heat exchanger were gone). Due to major fault with boiler, CJ heating would… Read Full Review

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The Aa's Comment

Written on: 05/02/2016

Hi, this is concerning and we would very much like to help. Please get in touch via our website 'contact us' page so that we can address this as soon as possible for you. Thank you

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★☆☆☆☆

“Boiler damaged by AA sub-contractors and is now dangerous ”

Written on: 14/01/2016 by Gordon1960 (1 review written)

Boiler not firing on Saturday 9th January AA contract City Technical to attend site - arrive on Sunday AA cannot fix and need parts City Technical engineer struggles to put the covers back on the boiler Thursday 14th January parts arrive 2 Engineers from City Technical arrive to install them Engineers discover that the Gas Valve and the Combustion Chamber have been damaged by 'someone' forcing on the boiler covers Cannot be fixed and disconnected from Gas mains as this is now dangerous I am… Read Full Review

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The Aa's Response to Gordon1960's Review

Written on: 15/01/2016

Hello, this is concerning and we would very much like to address this. Please get in touch via our website 'contact us' page we would like to help. Kind Regards

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★☆☆☆☆

“Wind damage to roller shutter garage door”

Written on: 05/12/2015 by Keegan206 (1 review written)

Due to hugh winds garage roller shutter door came off. Telephoned the call centre and after waiting 4 hours a guy come and said he couldnt do the repair and would get someone else to come out. Then i received a call to say that because it is not attached to the main house that it is not covered. I was left without a garage door with all my valuables. This has been the worst experience ever. My advise is save yourself the premium and stress and this policy is north worth a penny. Will certainly… Read Full Review

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The Aa's Comment

Written on: 07/12/2015

Hello, we're sorry to hear of your dissatisfaction. If you haven't already spoken to someone regarding this matter please contact us via our web site, we'd like to address this for you. Kind regards

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★★☆☆☆

“Won't be renewed”

Written on: 05/12/2015 by GrantCheam (2 reviews written)

Had it for over 1 year and a half. Boiler maintenance included in cost, which wasn't done in the first year. Called them up to fix boiler, rather condescending repairman turned up. Needed part he says. AA called two days later with a date later in the week. Unsurprising no one turned up after waiting at home all day. Nice to use the brand AA, but if you can't deliver the service, best you stick to what you do best… Read Full Review

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The Aa's Response to GrantCheam's Review

Written on: 07/12/2015

Hi, this is concerning. If you haven't already spoken to someone regarding the service please get in touch via our web site, we would like to help. Kind Regards

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★☆☆☆☆

“hidden "interpretations" of terms and conditions”

Written on: 25/11/2015 by declan7 (1 review written)

beware-- We got stung by the AA today, after 23 years of home emergency response, where the terms clearly say blocked drains are covered, they refuse to call out if a shower is blocked IF you have another shower you can use! This exclusion is NOT noted on any correspondence nor contracts, and gets explained only when you try to claim. Ridiculous, disingenusous and clearly not what we believed we purchased… Read Full Review

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★☆☆☆☆

“They will avoid paying for repair any way they can”

Written on: 08/10/2015 by Nisha.udernani (1 review written)

WHAT A BIG RIP OFF. NEVER EVER TAKE ANY POLICY FROM THEM. I have had The AA home membership for 5 years now and pay £26.5 a month, which is more than double of other home memberships. I had hot water problems twice this year and both times the AA came out and said it is possible due to sludge and they will not cover it. When i got an independent gas safe person to look at it they changed a small valve and said it is not sludge, the engineer charged me £140 and he laughed and said the AA… Read Full Review

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The Aa's Response to Nisha.udernani's Review

Written on: 09/10/2015

Hello Nisha.udernani, we would like the opportunity to investigate this. We hope you have since been in touch to address your dissatisfaction if not please do via our website. Kind Regards, The AA

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★☆☆☆☆

“Absolutely appalled by service - AA emergency home cover”

Written on: 18/09/2015 by MariaEv (1 review written)

I have been forced to give this review a 1 star but it truly does not deserve it. My issue started last night came home to a flooded laundry room. Rang AA emergency line as I paid with my home insurance at 8pm, pipe was leaking so needed to be stopped also no hot water or heating. Was told would be a 3 hour wait which I accepted. Man came at 12.15am. (4 hour wait) looked at pipe and said he could not do anything as was in a heating pipe, said he would get someone to come in today left with… Read Full Review

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The Aa's Response to MariaEv's Review

Written on: 21/09/2015

Hello MariaEv, Hello, we are sorry to hear you're unhappy and do hope that you have contacted us to address your dissatisfaction. If not, please get in touch via our website at your earliest convenience. Kind Regards, the AA.

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★☆☆☆☆

“Avoid AA Homecare”

Written on: 05/08/2015

Took out AA Homecare top level of cover 'Central Heating Plus' in December 2010 and had boiler repaired and serviced with them since then. Noticed a leak coming from the bottom of the boiler unit in July 2015, only for the AA to claim that as the leak was coming from the storage cylinder it wasn't covered (even though it is an integral part of the boiler unit) and that anyway, the part required was no longer available. So left with no hot water and no contribution towards the cost of a new… Read Full Review

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The Aa's Comment

Written on: 07/08/2015

Hello, we are sorry to hear you're unhappy and do hope that you have contacted us to address your dissatisfaction. If not, please get in touch via our website at your earliest convenience. Kind Regards, the AA.

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★☆☆☆☆

“boiler emergency insurance”

Written on: 07/07/2015 by denman12 (1 review written)

I thought I had emergency boiler insurance through my Saga home and contents policy but when I made an emergency call out I discovered Saga had farmed out the boiler emergency part of the cover to AA! AA sent an engineer to assess the problem who said the boiler needed a new fan but when he put the order through AA said the boiler was too old and classified as 'beyond repair' I had proof the boiler was only 10 years old but AA insisted it was 14 years old and the manufacturer had stopped making… Read Full Review

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The Aa's Response to denman12's Review

Written on: 07/07/2015

Hello, we are sorry to hear you're unhappy and do hope that you have contacted us to address your dissatisfaction. If not, please get in touch via our website at your earliest convenience. Kind Regards, the AA.

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Denman12's reply to The Aa's Comment

Written on: 08/07/2015

I did get in touch with the AA who referred my complaint to a 'Special Investigations Executive' who said they would look at the complaint and get back to me within 8 weeks. A few weeks later I got a reply from a totally different insurance company named Acromas Insurance who said the complaint had been passed on to them for response. They said:
Our agents attended your property and diagnosed the fault with your boiler and found that the cost to repair the boiler would cost more than the value of your boiler. Therefore, as your boiler has been deemed BER you are no longer entitled to any service in relation to the repair of the boiler;
Actually the 'agent' did not deem the boiler beyond repair in fact he diagnosed a faulty fan and ordered a replacement fan immediately then said he would return in a few days to fit the new fan and replace the kitchen units he had removed to get to the fan. So the decision not to honour the policy was NOT made by the 'agent' (engineer) but by someone else at the AA claims department.
As it turned out the 'agent's' diagnosis was completely wrong anyway. I have since had a independent heating engineer look at the system and he said the boiler was in perfect working order the fault was on the timer. Meanwhile my kitchen is still in bits and no offer of compensation has been offered.
Also, if I had acted on the advice of AA and replaced the boiler they had deemed BER (beyond repair) I would now be out of pocket by about £3,000 which is the average cost of fitting a new boiler. AA needs to be investigated thoroughly they cannot be allowed to get away with this sort of shoddy behaviour!

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Denman12's reply to The Aa's Comment

Written on: 16/08/2015

I got in touch but you have not replied!

Meanwhile my fitted kitchen is ruined due to the damage your engineer done to a cabinet while examining my boiler. The cabinet is in pieces and will have to be custom built again and put back in place by a kitchen fitter. This will cost several hundred pounds and I will pursue you through the courts to get reimbursed if necessary!
I would advise anyone thinking about taking out emergency boiler cover not to consider using AA under any circumstances in my experience they are a cheap shoddy outfit who will not honour their commitment to the customer if they can get away with it!

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Denman12's reply to The Aa's Comment

Written on: 25/11/2015

I have written to the Special Investigations Executive who was dealing with my complaint and had stated in a letter that she would reconsider my claim if I could produce proof that the boiler was only 10 years old not 14 years as the AA claims department had wrongfully claimed. Luckily I had kept all the documentation involved in the purchase and installation of the boiler and sent copies of them on to her. That was about two months ago and I have not heard from here since then.
She also said she would pass on my claim for compensation regarding damage to my fitted kitchen cupboard caused by the engineer to the AA Group Risks and Claims team. I am still waiting from a reply from them as well.
This new emergency boiler insurance now being offered by the AA is a disgrace and doing massive damage to the good name of the old style AA which was respected and trusted by the whole nation.

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★☆☆☆☆

“Most terrible emergency cover .. not worth it”

Written on: 23/06/2015 by CraigSloan (1 review written)

You might as well be without cover .. had a leaking cistern base .. first visit applied silicone which dissolved with leaking water, second visit said they can apply a cloth till they change the cistern that I have to pay for so cancelled third visit .. I got instead DynoRod who just changed a rubber seal in 5 minutes and that was that .. until then I applied a DuckTape myself !!… Read Full Review

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The Aa's Comment

Written on: 26/06/2015

Hi, we are sorry to hear you're unhappy and do hope that you have contacted us to address your dissatisfaction. If not, please get in touch via our website at your earliest convenience. Kind Regards, the AA.

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★☆☆☆☆

“referring to ombudsman”

Written on: 25/05/2015 by 278Garcia (1 review written)

very disappointed, would not recommend. have read their t&c repeatedly and cannot understand why i am apparently not covered. … Read Full Review

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The Aa's Comment

Written on: 26/06/2015

Hello, we're sorry to hear that you are disappointed with the service, if you haven't contacted us already to address this, please get in touch via our web site, we'll be happy to help. Kind Regards

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★★☆☆☆

“boiler condemed”

Written on: 04/05/2015 by Leiaz259 (1 review written)

I have had AA full cover for my boiler and radiaters at a cost of £26 45p for some years with no complaint. My boiler broke down 3 weeks ago and after a time of trying to fix it they could not get one of the parts so the boiler was condemed. This was fair enough as it was over 15 years old, They told me they would give me £250 towards a new one great i thought. I got my new boiler instaled and all was well, when i called to get an address to send my recept for my £250 I was told i would… Read Full Review

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The Aa's Comment

Written on: 26/06/2015

Hi Leiaz259, this is concerning and we would very much like to address this for you. If you haven't been in touch already please do contact us via our web site so that we can help. Kind Regards

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★☆☆☆☆

“Will avoid paying for repairs if at all possible”

Written on: 02/05/2015 by CelesteMarshall (1 review written)

Avoid like the plague! They will use all sorts of tricks to get out of paying for the repair I have reported them to the ombudsman! The staff are insulting and rude and will insinuate you are lying when even they can! Not only did they not repair my boiler but the badly damaged my kitchen unit surrounding the boiler as well. I would not use the AA again even if they done the work for nothing - complete ripoff!… Read Full Review

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The Aa's Comment

Written on: 06/05/2015

Hello, we're extremely sorry to hear that you're unhappy. We do hope that you have managed to resolve this. If you haven't contacted us already to discuss this please do so via our website. Thank you.

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Denman12's Comment

Written on: 07/07/2015

I have contacted you but it was a waste of time you backed up your rude and arrogant customer services to the hilt and agreed with them that I had no claim you ignored my claim for damages to my kitchen as well which is really not nice. The AA used to be a reputable company but since they got involved in home emergency they have lost all credibility in my opinion!

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★★★★★

“first class young electician”

Written on: 22/02/2015 by Pearson443 (1 review written)

the young man that came did a first class job,he found the problem very quickly and soon fixed it… Read Full Review

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★☆☆☆☆

“boiler cover does not cover hot water !!!!!!”

Written on: 16/02/2015

I bought home emergency response boiler and central heating cover just to be told that the parts required are not covered what a waste of money will be joining british gas as this is all covered and was assured by sale team when buying this policey it was exactaly the same as what british gas policey. i will never take apolicey with AA again please be aware and check if the parts are covered. I have no hot water and now have to get this sorted before i can join british gas. … Read Full Review

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The Aa's Comment

Written on: 14/04/2015

Hello, we are sorry to hear you're unhappy and do hope that you have contacted us to address your dissatisfaction. If not, please get in touch via our website at your earliest convenience. Kind Regards, the AA.

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★★★★★

“Prompt and efficient”

Written on: 13/02/2015 by Rylee1949 (1 review written)

Couldn't believe how simple this was: pipe burst, I turned off the water and called AA home emergency and someone arrived within 2 hours and fixed it- for free! Amazing… Read Full Review

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★★★★★

“excellant service”

Written on: 13/02/2015 by AllieGuthrie (1 review written)

telephoned regarding blocked drain beginning to back up told someone would be there within 2 hours. one and a half hours later they arrived very pleasant guy within 15 mins unblocked drain no fuss no mess very efficient service. first time had cause to use home emergency response certainly worth having judging by the speed my situation was handled… Read Full Review

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★★★★★

“robbed”

Written on: 12/02/2015 by joewoyen (1 review written)

was left feeling robbed, not the gas fitters fault just the fact that i had to pay an extra £50 excess to keep my disabled wife warm. after a lengthy read up the engineer pushed a button on back of the thermostst and that was that yes great my heating was back on but i felt held to ransom as the call handlers would not even process my callout untill i had paid the excess even though i was not aware that i had agreed to this when i signed up. the result is that i will never again buy any… Read Full Review

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★★☆☆☆

“Can we fit it?”

Written on: 11/02/2015 by Dunlapmc1949 (1 review written)

Requested a boiler call out in January and was able to get someone out the same day - brilliant! All the tests were carried out and everything seemed to be good until 3 weeks later when the boiler failed with the same problem. I called the AA out and they were able to send someone out the next day so a day and a half with no heat or hot water. Bearable but not ideal. The engineer found a leak and and attributed this to why the initial January repair failed and required a second call out… Read Full Review

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★★★★☆

“Peace of Mind”

Written on: 11/02/2015 by AlYates (1 review written)

We came home after being out all day to the sound of gushing water. The tank in the loft was empty and water was going in and straight out again. The following morning the technician arrived. He was methodical organised and very clean he diagnosed the fault and rectified the problem and gave sound advice… Read Full Review

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