Hello. I wanted to share with a recent experience I had when my car broke down as I wish to prevent others from being placed in vulnerable and distressing circumstances:
AA terms and conditions - transportation of animals
I found out to my cost that AA breakdown policy includes a paragraph that says " the AA is not under any obligation to transport or to arrange the transport of any animal ......."
Not made aware of it at time of purchase the AA rely on it's customers wading through a tome to familiarise self with full terms and conditions. Never been a problem with other insurers so lesson learnt
- buyer beware!
I broke down on a country road at around 6 pm with my collie dog in car. A patrolman arrived within about half an hour and informed me the car would need to be towed home as a bolt on the clutch peddle had snapped. He called the AA control centre and arranged a tow truck and specifically told them I had a dog with me. I remember it distinctly because he is a dog owner and described my dog to the operator during the call.
The patrolman moved the car to a safer location in a layby and left the scene. I then received a call from the control centre advising me the pick up could take 2 hours and sure enough it did. However, the tow truck operator they sent refused to carry my dog in the cab insisting it stayed in my vehicle on the tow truck (2.5 hour journey freezing cold night collie dog!). I said I was not happy but as I was stuck asked if I could travel in the car on the tow truck with the dog to keep her calm. I was told this was not possible as it was against health and safety regulations. I considered it inhuman to transport my dog in that way as it would have caused her great distress and I therefore refused. I then called the AA control centre and at first they said there was nothing they could do and that unless I agreed to leave the dog in the car they would not make alternative arrangements.
In the end I made a series of calls to the control centre staff literally begging them to reconsider and to make alternative arrangements. At 10 pm they agreed to find another tow truck which arrived at 11.50 pm. Tony the driver from Bride Valley Motors in Dorchester was great and I eventually reached home at 2.30 am. The car windows were covered in frost and the temperature was minus 2/3 degrees so just imagine the physical and mental stress a collie dog would have been in at the end of such a journey?
I waited around 6 hours in total before I was towed home during which time I became frantic with worry particularly since my mobile phone battery was weaking and consider that I was put through un necessary stress and anxiety.
In trying to establish the exact reasons for the restriction I was told a variety of things including some people are alergic to pet hair, some dogs misbehave, etc but nothing concrete. I appreciate there are dogs that misbehave and yes some people are allergic to pet hair but just as there are no perfect children the majority are fine. It is after all an "emergency" service.
I raised a complaint with AA and today received a letter followed by a phone call basically informing me I should have advised them I had a dog when I took out the policy. I replied that they should have asked me at the point of purchase as it is a material piece of information required to ensure the product is fit for purpose. In short the person I spoke to reiterated that they would not be taking the complaint any further and referred to terms and conditions. I negotiated a partial refund which I am told could take up to 5 days and am now covered by RAC.
I was not offered any apology for the distress, delays and inconvenience caused. I was placed in a vulnerable position and had I persisted with calls to their control centre I would have been left stranded.
For reference I called the Press Office at The Dogs Trust to enquire if transportation on tow truck considered humane and I was told that it was not a course of action they would support.
I understand the AA TV advertisement may feature a family with a dog hopping happily into a tow truck!