The AA Smart Care Reviews 

The only thing that was a problem was the part availability, I had requested a morning appointment and scheduled pick ups etc around this. Was still getting texts confirming this on the morning of the appointment. An hour after the mechanic called to rebook for the afternoon which caused done last minute issues. I had to return the hire car by 12 so had to keep fingers crossed mine would be ready. Call centre also only open after 0900.
Not the mechanics fault …he was amazing and the job was completed very quickly and professionally.
Despite the above issues I would definite use this service again and fully recommend AA

Dear AA Customer Relations Team,
I am writing to lodge a formal complaint regarding the MOT and full service carried out through an AA-approved garage on my vehicle.
I am extremely disappointed by the level of service I received and the conduct of the garage involved. The entire experience has caused significant distress, inconvenience, loss of confidence in AA's garage network, and considerable disruption to my working day.
The garage failed my MOT, stating that:
The nearside front shock absorber had a serious leak; and
The nearside front outer track rod end joint was defective.
Following the MOT failure, the garage refused to return my vehicle to me. It was only after intervention from an AA representative, who contacted the garage on my behalf, that they eventually agreed to return the vehicle.
I had been informed that my vehicle would be returned between 4:00 pm and 5:00 pm, with collection and delivery arranged to my workplace. However, the vehicle was not returned until approximately 6:40 pm. This left me stranded at work for an additional period and caused considerable inconvenience.
Furthermore, despite my circumstances, the garage refused my request to return the vehicle to my home address.
On the vehicle's return, no MOT documentation, inspection report, or supporting paperwork was provided. When I queried this, the delivery driver appeared frustrated and contacted the garage directly. I overheard the garage advising that they would send the documentation to the driver via WhatsApp and that he should then forward it to me via WhatsApp. I consider this highly unprofessional and wholly inappropriate. Despite waiting for some time, no documentation was received before the driver left.
As a result, I was left with neither my MOT paperwork nor any formal explanation for the alleged failures.
What concerns me most is that the garage then quoted me an additional £460–£480 for repairs that they claimed were required in order for the vehicle to pass its MOT, despite the fact that I had already paid over £270 for the MOT and full service.
Given my concerns regarding the validity of the garage's findings, I sought an independent second opinion from another garage. Following an inspection of my vehicle, I have been advised that the defects identified by the AA-approved garage were significantly exaggerated and that the issues are, at most, advisory items. I have been informed that the vehicle is expected to pass its MOT.
I am particularly disturbed that AA continues to endorse this garage. Following my experience, I reviewed the business online and found numerous customer reviews describing similar allegations of vehicles being failed unnecessarily and customers being pressured into expensive repair work. In light of my own experience, I find it difficult to understand how this garage remains part of the AA-approved network.
The issues I wish to raise are therefore:
The apparent misrepresentation of the condition of my vehicle.
The attempt to obtain a further £460–£480 in repair costs following the MOT failure.
The refusal to return my vehicle until AA intervention was required.
The excessive delay in returning my vehicle.
The refusal to deliver my vehicle to my home address.
The failure to provide mandatory MOT and inspection documentation upon return.
The unprofessional proposal to distribute official documentation via a driver's personal WhatsApp account.
The distress, inconvenience and loss of trust caused by the entire experience.
Given the seriousness of these concerns, I request:
A full refund of all monies paid for the MOT and service.
A formal investigation into the conduct of the AA-approved garage.
Written confirmation of the outcome of the investigation.
An explanation of how this garage continues to meet AA's approval standards despite concerns raised by customers.
I entrusted my vehicle to AA because of the reputation associated with your brand. Unfortunately, this experience has seriously damaged my confidence in both the garage involved and AA's approved garage programme.
I look forward to receiving your response and a satisfactory resolution to this matter.
Yours faithfully,
This was written on the 14th of July, still no reply

Arrived later than the time i was given, didn’t have the correct parts to complete the service so had to leave & come back and now my engine light has been on ever since the major service was completed

Shaun the mobile mechanic was friendly, polite and professional and knowledgeable!

Was so easy to sort out my booking for mot and also to sort out the extra work that was needed to be done.

Easy to book on line. Received a text and phone call to confirm arrival time as promised
Work carried out on our drive within specified timeframe. Mechanic advised us about tyre replacement and an issue that might need further investigation.
Report of service sent on email.
A convenient and efficient service

Communication was not good due to AA not letting me know the garage couldn't do the date when they had messaged back to say they had no room. Thankfully, they were able to fit me in and complete things anyway. Great service from the garage, not so great from the AA. Also, letting me know about the time of my appointment the evening prior to a morning drop- off was too short notice. I would have appreciated more notice about the timings.

Very good service replaced brake pads and discs

Very professional service and the mechanics were professional and courteous. I got a courtesy call to explain when I could pick the car up

I was not kept waiting and staff were very friendly.

From setting up my appointment to actually getting a call from SHAW STREET GARAGE everything was just professional, and very accommodating. They found another fault and fixed it. Job well done.

Getting the best price and service without issues. Easy booking process and correct materials delivered on time for service to be completed. The AA is Excellent!!

Service was professional and efficient. Car serviced and MOT'd and returned within a couple of hours.

Great customer service - no complaints!

Picked up and brought back within a few hours no hassle. Fantastic service.

In November 2025 I had some work done on my car. In August 2026 AA Smartcare takes £225 from my bank account without prior notice or warning. I tried to pay for work done in November over 10 times. Each time I paid the money was returned to my account after 5 days. I told them their is a problem with their payment system. No one could troubleshoot or help me. Having this sum randomly taken from my account repeatedly numerous times put me in intense financial difficult during the hardest time of my life as a cancer patient, out of work due to treatment. Countless calls to customer services, no one could help, no one could advise, no one could put me through to anyone senior enough to deal with the issue. Everyone sympathised but no one could help. I responded to an email from a manager, who did not respond. I wrote a formal complaint in January 2026, and I did not get a response. 10 months later the last of my money food and petrol is taken on a random Thursday in August 2026 for a service I had the year previous I call them again and it turns out a response to my complaint was written in January admitting that yes their payment system had been faulty and had kept returning my payments to me even though I had the money in my account to be taken...but this email never reached me. The call handler admitted that there had been mistakes made by a previous call handler who had not properly logged my complaint. I have spoken to so many different customer service agents, made so many attempts to pay them for the services I received only to have my complaints ignored for 10 months and then to have money randomly taken from account for a service I hardly remember now. The confusion initially started because I called the garage to check the service I had paid for was appropriate for my vehicle...the garage said one wasn't so did they did not perform the service. Despite this I was charged for the service, every time I called to have this charge removed the customer service agent could not approve the refund. So not only would they not take my payment for the services I was provided they would not refund me for the service I did not receive. 10 months later after no responses to my email to management or my complaint, money is taken from my account leaving me with nothing to survive on for the rest of the month. I felt compelled to write this review because a multi-million pound business should not be able to reek havoc on a customers life who was merely trying to pay for a service they had received. I've had to borrow money constantly from friends and family as these payments attempts were weekly, continuously putting me overdrawn from November 2025 to January 2026. I payed for this service so many times I cannot compute and every single time the money was returned to my account 5 days later even when my account had the funds to pay. They hounded me constantly for a payment that I had attempted to make every single time, but they kept sending the money back. 10 months later, no warning, the money is taken again. Thanks for the threatening emails after I had tried to pay for your services, thanks for the complete and utter later of morality, empathy and kindness of your business model. Terrible systems, clueless customer service agents and shocking leadership. If you have had a similar experience please share it here, customers need to know to avoid this business at all costs.

Turned up on time, phoned beforehand, quick efficient service. Very helpful chap as well.
Saved me the palaver of booking in at a garage, being on my own it’s awkward to drop off and pick up.
All good, thank you
Shame they can’t do MOT on site but you can’t have everything.

Easy to book, convenience of mobile mechanics to complete major service at home, great discounted price and professional staff.

Picked up car before 8am excellent service. Dropped car back just after 5pm … would definitely recommend

The warm reception,
The professionalism,
The clear communication,
The quality of work delivered,
Am so impressed and will come back again, and will recommend it for anyone 👌.