We have used AA in the past (2004, 2005) and have been happy with their customer service and prices, so we were very surprised and disappointed with our last experience with them (sept 2007).
Long story short: We paid their standard fee to diagnosis a problem (jammed door) that was supposed to take 1 day. Two days later (after many phone calls) we received the estimate, which seemed a bit high. At this point, we needed our car back and told them we’d come pick up the car, but we were then told that in the process of diagnosing the problem, they further broke our door so that it wouldn’t close and wasn’t drivable … We could either pay them to completely fix the door – or pay them a smaller fee to return it to the original condition (before they broke it). After a few days of going back and forth with them (and their effectively holding our car hostage), they finally agreed to fix it enough so that the door would close.
When the problems first started, I found the reviews here and was very surprised. Aaron, the owner, lists his contact information in another review below and asks customers to call him with questions about the negative reviews. We called him (while our car was still being held), but the number he lists is the main office number and the receptionists and manager tried to not let us through. The manager referred to him as an “absentee owner.” When we did finally connect with Aaron via phone, he was not nice, but I think it was him that at least got the service department to fix our car enough to release it. Still, he didn’t do anything to try to make our experience better.
All in all, a horrible experience. Missed time-line expectations, rude / non-existent communication, shady business practices, and a staff that does everything to keep you from talking to the owner