The City's new breed of wheeler-dealers, it is claimed, demoralise and devastate every company they buy - the AA among them. Danny Fortson spent a day on the road with the 'fourth emergency service' to see if that reputation can be rescued
As on most mornings, Vincent Rodriguez, a patrolman for the AA, was assigned last Tuesday to the London "posh patrol" starting out in Victoria. When the day's first call lit up his on-board computer at 6.58am, he had already been scouring the streets for an hour, on call for members of the UK's biggest auto club.
The dashboard console gives the vitals: Lots Road. Green Nissan. Won't Start.
As he wends his way through the deserted streets of Chelsea - with The Independent on Sunday in tow (thankfully, not literally) - it is rather less dramatic than the auto club's commercials, where patrol men and women appear from hillsides and glens to come together in an impromptu chorus singing "You've got a friend".
In a few minutes, he comes upon the stricken Figaro coupé parked at the roadside and its young female driver. The problem is, after a few cursory checks, quickly apparent: she forgot to put the automatic car in "park".
Vincent gently informs her of the problem. She chuckles meekly, signs a few papers, and just like that the job is done - another satisfied customer of the UK's so-called fourth emergency service.
Before she has even turned the corner, Vincent is punching a code into the computer to request the next job. By that time, the AA has already answered 3,315 roadside-assistance calls throughout the UK - well on the way towards the daily average of around 10,000.
But on this morning after the Easter bank holiday, there is no response to Vincent's request. So it's off to Starbucks.
As we sip coffees in the yellow van, the streets are eerily still. Watching the occasional jogger or dog-walker pass by amid the beeps and bleeps of the onboard computer, a couple of minutes turn into an hour, and Vincent reveals a few insights that he has gleaned on the job.
On dead batteries: "The husband blames the wife, the wife blames the kids."
On differences between the sexes - especially where stricken vehicles are being pulled on a towpole and the motorist has to steer in the same direction as the rescue van: "Women are the best to tow as they read the instructions. Men assume they know what they are doing and end up making the most mistakes."
On motors: "You buy a German car if you want something flashy. Get a Honda if you want something reliable."
It is a bubble of early-morning serenity, and it could not feel further removed from the firestorm that has raged over the AA in the past two and a half years. In 2004, private equity firms CVC and Permira bought the company for £1.75bn from its previous owner, Centrica.
Since then, it has been held up by unions as Exhibit A for everything that is wrong with private equity. These firms, claim trade unions, buy companies and then strip the assets with little regard for workers or customers. And then they sell them on for huge profits.
Long before the public furore over private equity erupted in the wake of the failed takeover of J Sainsbury earlier this year, the AA was the unions' cause célèbre. Nowhere is the clash between the two sides more emotionally charged.
It is not hard to understand why. Soon after the 2004 takeover, new management led by chief executive Tim Parker instituted a restructuring. As a result of redundancies and the disposal or closure of AA businesses such as garages and tyre-replacement services, 3,400 jobs were eliminated. The GMB union, which had represented the company's workers since the 1980s, was marginalised. In its place came the AADU, the group's newly recognised union which was set up by former GMB officers and took most of that union's members with it.
The GMB claims the AADU was welcomed by its private equity owners because it was weaker, making it easier for them to "bully and harangue" employees into longer hours and worse conditions.
Meanwhile, CVC and Permira loaded the company with debt and paid themselves a £500m special dividend.
However, some three years on, profits have nearly doubled and turnover has increased. An aggressive marketing campaign, including the "You've got a friend" commercials, has succeeded in increasing membership.
But the AA did recently lose its position as preferred breakdown service to rival RAC, as ranked by researcher JD Power. The GMB says this is further evidence of the company's decline.
Indeed, since the takeover, a very public and vicious debate has raged about the AA, with both sides rolling out wildly diverging numbers to back their arguments. At times, it is as if they are speaking of different companies. The GMB, for example, says that 1,400 patrols have been eliminated; the AA says there are only 600 less than before the takeover. The GMB says waiting times have increased; the AA says they are slightly less. The GMB claims it represents around a third of the company's 7,200 workers; the AADU says it only has a handful on its rolls and thus its claims, motivated by bitterness at losing hundreds of thousands of pounds in union fees, should be summarily dismissed as "complete rubbish".
Rumours bubble up regularly about CVC and Permira looking to float the company or sell it for as much as £3.5bn. Finance director Paul Woolf said, however, that the company does not plan to look at such options until next year. But what will the next owner, or the stock market get - a hollowed-out husk of its former self, or a leaner, more efficient group thanks to a much- needed dose of tough love from its private equity backers?
The AA earnt £251m on £794m in turnover last year. Those numbers are up on the £129m profit and £742m in turnover delivered before the 2004 takeover.
The view of the GMB is decidedly different. Paul Maloney, the GMB national secretary who has led the union's campaign against private equity, says: "They have got 1,400 patrols less than when they bought it, but they have a bigger customer base. Members are having to wait longer and pay more for services. The AA is a failing company. Despite the best efforts of its staff, that's what it is."
In an effort to tell its side of the story, the company invited The Independent on Sunday to ride with a typical patrol to get a better sense of how things truly are at the company. To avoid accusations that the AA had hand-picked a patrolman to represent the firm, it was agreed that the AADU should select the driver.
The early-morning Starbucks reverie is interrupted by the next call: Brompton Road, Seat Ibiza, Black. Won't start. Vincent Rod- riguez puts his now-empty latte in the cup holder and is off to help another of the group's 15 million members. This time it's a dead battery. He attaches jumper cables from a suitcase-sized charger, and waits as the contraption breathes life back into the battery.
He has been at the AA for five years. A former GMB member and current AADU member, Vincent is an earnest employee who clearly loves his job. He paints the changes that have swept through the company as a necessary house-cleaning. "Hand on heart, I think that most of the [workers made redundant] couldn't be bothered. You have two types of people, the 'can't dos' and the 'won't dos'. The patrols that moan are the ones that preferred the old ways, where they could sit in the caff all day drinking tea. I don't understand all the screaming and crying. Now people are having to earn their wage, and that's what I tell the lads," he says.
On this day, Vincent has a light load. But he admits that generally he works harder.
"Those old eight-hour shifts used to take for ever. But in the last 18 months we have been so busy. Now it is job after job after job. I just get on with it. It is more financially rewarding now. There is more opportunity for bonuses."
One way to hit bonuses is to try to recruit new members to the rescue service. Patrolmen are encouraged to spend down-time between jobs in petrol station forecourts or supermarket car parks pitching memberships to passers-by.
Vincent says cold-selling isn't his strong point, but he has caught on. "I picked up on it pretty fast."
It is little surprise that the AADU chose him to represent the company: he is extremely dedicated. A trainer of fellow patrolmen, he tells his team of 55 workers that they can call him any day, holiday or not, from 6 am to midnight on the mobile if they ever have any questions.
Paul Maloney at the GMB describes Vincent as a "stooge" and alleges that inviting along a journalist to shadow a member of the AADU on a traditionally slow day is part of an elaborate ruse to craft a falsely positive image of the AA.
"They set you up with an AADU stooge patrol on a cushy day to show that everything was relaxed. We don't believe in fiction," he comments.
Whatever the truth may be, CVC and Permira are in line to trouser what will surely be a massive profit when they decide to unload the business. That is based purely on the willingness of a buyer, or the public markets, to value the company at more than what it was worth before. For now, that is exactly what seems likely will happen.