Couple dumped at service station by AA in nightmare eight hour ordeal

A couple have claimed that their AA driver dumped them, their dogs and their car at a service station – and it took them nine hours to get home.

Gillian and Trevor Riley, of Old Dalby near Melton, had difficulties with their vehicle while at their holiday home in Cambridgeshire and needed to be towed home.

Unfortunately, the two and a half hour journey took over triple the time after the AA driver pulled into the A6 service station near Birstall and unloaded their car.

Gillian, 63, said: "My husband quickly got out and asked him why he had stopped, and he explained that his working hours were up and that we would have to get a second recovery vehicle sent out to us."

Then they were sent a taxi by the AA to get Gillian and the dogs home while Trevor, 67, waited for another tow truck.

But, the taxi was sent to Leicester Forest East service station on the M1 by accident.

When it finally did turn up, the taxi driver refused to take the dogs in the car, reports LeicestershireLive.

So, they were all left to wait for another recovery vehicle to arrive.

Three hours later, when the AA driver came he wouldn’t take the dogs in the cab either and said they would need to go in the couple’s car while it was towed.

Gillian said: "I told the driver we didn't feel comfortable with the dogs in the car. It's not safe for people to be in a vehicle while it's being towed, so why would it be okay for dogs? Surely that would just be incredibly stressful to them?

"But the recovery driver eventually changed his mind, and we could finally get home."

Gillian and Trevor arrived home at 7.15pm – eight hours after they were supposed to be collected by AA and nine hours after leaving their holiday cottage.

Gillian said: "It was a disaster from start to finish. I can't believe they've let us down so badly. I've been a member since 1995 and I've never experienced anything like it."

She continued: "My yearly subscription is meant to be renewed this month, with fees increasing by £50, and I've just asked them ‘where is the incentive for me to carry on?’

“We've been completely let down by them and they refuse to take responsibility."

A spokesperson for the AA told the Daily Star: “We have investigated the incident and were sorry to find that the customer experienced an unacceptable delay for service, which fell below our usual standards.

“The member was first advised their car required garage work and we arranged for recovery with a third party agent. Unfortunately, the recovery agent arrived late and had to terminate the journey early due to government working hour rules.

“We offered solutions throughout the breakdown to ease the member’s distress, however at the time they declined financial compensation and alternative travel arrangements to get home sooner.

“We have been in touch with the member directly following the initial complaint and would like to extend our apologies once again. We will be contacting them further to help restore their faith in the AA.”

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