ap33world.com

Simply awful….

The worst experience of customer service I have ever had, by a long way. Please do not get involved in any way with them until you read the details below. They are a disgrace, they know it and they seem to revel in it. Incident (saga) summary: I purchased a car from a reputable dealer with AA ‘premium’ warranty included. An issue arose with air fuel sensors. I rang AA warranty, who were very unhelpful but eventually told me to take it to a garage (they were quite specific in the type of garage) and report back. They said I needed invoices of recent car services but when I told them I’d just bought the car, I was then told that a photo of the service booklet would suffice. I went to a garage, got a quote, sent it to them with a photo proving services. Then the fun started. I was told again that I needed 2 service invoices. I explained that one of those had taken place in another country so it wasn’t possible and that I was told earlier that a photo of the booklet would be enough. I was asked by an employee “do you have that in writing or was it said over the phone?.” I asked him if the policy stipulated that I needed 2 invoices and he said it did. I asked him to give me a second to check that and he said “I don’t have time, check it and ring me back.”I checked it, it didn’t say it, I rang back, he didn’t admit to any wrongdoing. Anyway, I had to send in 1 invoice. So I did, and they sent it back to me 3 times looking for more detail - disputing parts of it etc. I had to contact the service garage each time! Eventually, they consented and offered me a figure for repairs. It included money for a part that they had sourced and wasn’t the original part the garage quoted for. AA told me that I’d have to get it myself. I went online to get the part using the link they sent. It couldn’t be delivered! I used Google to find physical stores and I rang 14 in different parts of the country before I found one in stock.Let’s talk money - they offered me €60 for a series of diagnostics (a fraction of what it cost) , €20 for repair (yes, €20!) and enough for the cheap part, all minus €60 excess. And they have a bizarre fascination with VAT, everything must be VAT registered and VAT listed separately etc etc. I am out hundreds of euro not to mention hours and hours of wasted time in phone calls, emails and fools errands. This ‘warranty’ is a gimmick, nothing more. The customer service is obviously instructed to be rude but comes across as nothing short of extremely weird. Thornton and Daniel, the two lads I dealt with - truly bizarre conduct across the phone. I finally received payment recently but it also be noted that the process they have before payment can be forwarded is ludicrous and designed to confuse/deter customers. And to finish - I notice that all the negative reviews below have a generic message to contact the warranty support email address. Well, I have pre-empted this and contacted the above in advance of writing this. It led it an email exchange which ended abruptly by the reply below (quote): “I have looked into this and am unable to locate escalation contact details for you. I would suggest going back to the original email address you have been using and ask for their escalation process.”Another gimmick. Please don’t buy from them. They specialise in making it impossible to get anything near the cost from you and seem to take pleasure is wasting your time and causing you stress and inconvenience. I will contact my dealer to advise them to not use them again and let the garage know as well (both of whom, it should be noted behaved reputably throughout and were in disbelief at the ‘service’ I received.)

Date of experience: Sep 01, 2024