Complaints

This profile includes complaints for Agero's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Agero

  400 Rivers Edge Dr Medford, MA 02155-5458

• 

  Agero

  1 Cabot Rd Medford, MA 02155

• 

  Agero

  2971 International Blvd Clarksville, TN 37040-6283

• 

  Agero

  3310 Us Highway 27 S Sebring, FL 33870-5440

• 

  Agero

  1401 S Pantano Rd Tucson, AZ 85710-6746

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car stalled on the *********** yesterday afternoon 7/5/25. After being towed off the highway by another company, I requested to be towed home (66 miles) through my roadside assistance from **** around 5:40PM. I paid an extra $120 because the distance is further than 50 miles. After waiting for another 2 hours a ***resentative called to tell me that no drivers in the area wanted to make the drive and that they would reschedule the request for today 7/6/25 at 8am. She said to please call back at that time to expedite the process and I checked into a hotel. Called this morning at 8am as instructed and was assured someone would accept the call in 20 minutes. By 11AM I had made several calls and talked to several virtual agents who all assured me they were making calls, to please be patient, and to wait another 20 minutes. The last virtual *** I spoke claimed no knowledge of my request and said the request was for Monday morning at 8am not today. I called to speak with a live person about this and they said no one was available to complete the tow and that I am now scheduled for Monday morning at 8am. 3 other agents then called with the exact same information. I have paid extra money for the service to be towed home yesterday evening and have now paid for two nights of hotels and am still waiting to get towed home! I will also now miss work tomorrow as well. There have been no mechanics open and/or available to service my car. I've been stranded by this company! Absolutely horrible, extremely stressful, and an unnecessarily expensive experience!

  Business Response

  Date: 07/09/2025

  We can confirm that the customer has been contacted and the issue has been resolved. A ***** check has been processed to include a goodwill gesture for a total $821.18 

  Customer Answer

  Date: 07/09/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  Refund amount should state $971.18. Another representative from Agero called 7/8/25 to inform me that they could not refund the additional expenses I incurred, but that they would send $150 as a goodwill gesture. 

  I fully expect to receive that additional $150. This additional call shows the breakdown in communications within the company that have lead to my situation and negative experience. I do however appreciate the Senior Operations Manager and others that have reached out to resolve the situation.

  I hope there is follow through on the promise to add more service options in more remote locations that Agero services. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  Business Response

  Date: 07/10/2025

  We believe this matter has been resolved with the member.  A manager contacted the member on July 7, 2025, at 4:02 PM EST.

  The issue has been resolved with the member, and a ***** check for $821.18 has been processed. This amount covers hotel expenses and includes a goodwill gesture of $250.  The member accepted this resolution.

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  damaged my vehicle as they unloaded it to the asphalt surface , with the rear of my vehicle taking the impact from the severe angle......do not want to pay to replace or repair my sprinter van

  Business Response

  Date: 06/05/2025

  We have multiple communications with the customer regarding the required documents needed to make this payment.  We reached out again on 6/5/2025 seeking the required information to process payment.

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 5, 2025 D*** **** ******** Benz in ********, SC suggested that I use their roadside assistance service in order to tow my vehicle to them. Although the dashboard lights were on inside of my vehicle, the key was stuck in the ignition, and the car would not start. The car mechanics there believed the problem could be the starter, or ignition switch. An Agero tow truck guy came out who was ONLY supposed to TOW my vehicle to the dealership. However, he insisted on trying to jump start the vehicle before towing the vehicle even after I suggested that he should not try to start the vehicle.Agero's tow truck guy did not properly hook up the standalone jump start battery to my vehicle. The jumper cables sparked first, and moments later the battery caught on FIRE underneath the hood of my car! Agero's tow truck guy also said he had to manually put my car into neutral. At this point no car lights were on to indicate which gear the car was in, and the car key was still stuck in the ignition switch. After finally towing the vehicle to D*** **** ******** Benz I received and email stating that the car now has over $15,000 worth of critical repair work that must be completed in order for me to safely drive the vehicle. I am upset that Agero has denied my damage claim stating that a "polarized safety feature" on the jump starter was supposed to save my car from becoming damaged if it's not hooked up properly. I have contacted the company several times requesting to speak with someone other than the damage team specialist ****** Swim who is the one who has denied my claim and has been rude to me throughout this process. ****** called me and was very rude. She told me that my car was old, and that Agero was not going to pay! Agero needs to replace my vehicle.

  Business Response

  Date: 06/05/2025

  Our company communicated the reasons we could not hold the tow provider liable for the vehicle repairs on several occasions.  Upon receipt of this complaint, we contacted the customer again on 6/5/2025 and discussed the damage complaint in depth and let her know we stood by our decision and the reasons behind that decision.  The customer may choose to contact the tow company insurance if they wish to file a claim.

  Customer Answer

  Date: 06/10/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This is unacceptable. I am seeking legal assistance, and will move forward with legal action. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Pascha

   

   

  Business Response

  Date: 06/18/2025

  According to our records, our company communicated with the customer via email and telephone on multiple occasions during the months of May and June.  The customer does not agree with our decision that there is no evidence the service provider caused damage to the vehicle.  We conducted a second review and a manager called the customer to explain the reasons for the decision. The customer may pursue the service provider's insurance if they wish to file a claim.

  Customer Answer

  Date: 06/18/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This is unacceptable. I am seeking legal assistance, and will move forward with legal action. A manager reached out to me June 4, 2025 only AFTER communicating through the Better Business Bureau, and tried to convince ME that the repairs were not caused by his dishonest and incompetent employee whose only job was to TOW my vehicle. It's sad, disgraceful, and unjustifiable that your company tries to find any and every excuse to get out of paying for the distress and damages caused. I guess a group of individuals living in different states across America take time out of their busy schedules to promptly make up lies, negative ****** reviews, and negative Better Business reviews against your employees? Yeah, no. Tell it to the judge!

   
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Pascha

   

   

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 23, 2025 I had my car towed into the auto shop. I had gone through my roadside assistance on my car insurance for this service. My car was hooked up improperly to the tie rod and the tie rod was bent. The reason for the tow had to do with a bad coil pack and was in no way related to anything under the car. I contacted Agero and a claim was opened. On May 2, 2025, I sent pictures of the damage, including a photo of the bent tie rod that had to be cut in order to get it out, and a copy of the repair order from the shop. The repair order notes clearly indicate that this damage was not a result of any impact or collision but a result of improper towing. The cost of this unnecessary and no fault of my own repair was $437.83.On May 6, 2025, I received a voice message from the claims specialist requesting a verbal statement from me.Within the following three weeks, I left 7 messages for the claims specialist, 1 message for a supervisor, and sent an e-mail to the claims specialist asking that she return my calls. All calls have been documented, indicating the date and time of the calls.I received no calls from either the claims specialist or a supervisor. On May 23, 2025, I received an e-mail from the claims specialist informing me that my claim was being closed due to her inability to reach me.Since that time, I have sent another e-mail and left several additional phone messages for the claims specialist. I have been unable to locate a contact number or e-mail address for their customer service department.******* L. ****

  Business Response

  Date: 06/05/2025

  Upon review, this case was approved for payment on 6/4/2025 with a follow up notification to the customer scheduled for 6/05/2025.

  Customer Answer

  Date: 06/05/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved UPON ISSUANCE OF PAYMENT IN FULL TO ME DIRECTLY. 
  
  Regards,
  
  ******* ****

• Initial Complaint

  Date:05/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im extremely disappointed with the way Agero has handled my roadside assistance claim. Over two weeks ago, I contacted my insurance provider, **********, for a tow. They arranged the service through Agero, who then dispatched ***** Asset Recovery. After the tow, my dealership informed me that the tow company had caused about $1,000 in damage to my vehicle.Since then, this has been nothing short of a nightmare. Despite submitting multiple quotes from ************** Agero continues to delay and reject them without valid explanation. Ive had to call their office daily, only to be pushed around and given no real answers. Its been over two weeks, and I am still without a vehiclestrictly due to damage caused by a tow provider Agero *********** one is taking responsibility. Agero has made this process needlessly difficult and stressful, and Ive lost time, money, and peace of mind because of their ************** this point, I have contacted my attorney, and I am prepared to pursue legal action if this situation is not resolved immediately. I trusted this service because it was connected to my insurance provider, but this experience has completely shattered that trust.Avoid using Agero if you can. Their lack of accountability and customer care is unacceptable.

  Business Response

  Date: 05/27/2025

  We advised the customer that the repair shop estimates submitted are not sufficient and additional information is required for a decision.  We attempted to reach the customer again, today, 5/27/2025 seeking the same.  A voicemail requesting a call back was left for the customer.  We cannot finalize a decision without the required information.  When we receive the required details, a decision will be rendered at that time.

  Customer Answer

  Date: 05/28/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have already sent the email Agero provided to the service department at Mercedes. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  Business Response

  Date: 06/18/2025

  Our records indicate his case was paid and the customer was notified of the decision on Monday 6/9.

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pay for roadside assistance. My car stopped running in the middle of a very busy road and I called for assistance. They told me a town would be out, I had to stay with the car. I wanted 4 hours no one showed tow company never answered. They then told me I could leave the key in the car and leave my vehicle unattended (I was not comfortable with that). I called the cops and they said this was not ok, a tow should have been here way before 4 hours. We waited longer and they said leave your car and take your key someone will come by morning and have the tools to get into the vehicle without the key I left they called back 30 minutes later said someone would be there in 40. So in total we waited 5 hours for a tow. It was very dangerous, scary and unacceptable.

  Customer Answer

  Date: 05/24/2025

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 05/27/2025

  According to our files, the tow was completed after a lengthily delay. On May 27, 2025, upon receipt of this message, we contacted the customer. We  informed her that we would not be able to remove the claim, as the service was confirmed to have been completed.  However, due to the lack of satisfactory service she experienced, as a goodwill gesture, we offered the customer $125.00 due to the excessive delays and that amount will be issued. She thanked us for addressing the matter, and the call ended amicably. 

  Customer Answer

  Date: 05/28/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:04/23/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have progressive insurance with roadside assistance and I have had it for over a year no missed payments nothing and I call to use it for a tow on 4/06/2025 the lady says she cant find my policy information or anything saying that I have roadside assistance but if I pay them ****** they will call a tow truck for me so I pay over the phone they call me back twenty minutes later to say that they "can't find any tow trucks in our area" but are more than welcome to call and find my own which I also had to pay outta pocket for......but I pay for roadside assistance

  Business Response

  Date: 04/30/2025

  We contacted the customer to advise that we received  his request for reimbursement.  We advised him that the check has been processed and he can expect the check within 7-14 business days.

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son ********* ***** had his car towed by Agero to a mechanic shop to have his tire repaired. Before the vehicle was towed it was drivable once it got to the mechanic shop the vehicle was unmovable. The vehicle had to be towed to Potamkin ******* to fix the electric Parking system which was damaged as a result of towing. This cost $3718.34 of which I'm trying to recover. The amount was paid on 1/29/25. I have been trying to get this issue resolved since January. Each time I'm promised a callback which never occurs. I call weekly. The receptionists state that they cannot give me the email or contact information for any supervisors, CEO, or any workers other than the case worker whom I've called weekly, without resolution.

  Business Response

  Date: 04/28/2025

  According to our telephone and email records we have communicated the decision to the customer on multiple occasions regarding the allegation that the tow company caused the mechanical damages ot the vehicle.  We are unable to honor the damage complaint. The damages being claimed are not a result of the roadside event. The damages being claimed are not consistent with the tow service and the provider documented the vehicle in the same condition at pickup and drop off. We are unable to deem the service provider liable for the mechanical issues. 

  Customer Answer

  Date: 04/28/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Agero did send a denial letter on 4/17/25. However, the initial denial was conveyed via phone by the Case Manager ******. We did not agree with the decision. The decision implied that the tow truck caused structural external damage to the vehicle of which we explained to ****** that there was no external physical damage to the vehicle, but damage to the parking brake. 
  The vehicle was driven up onto the ramp by the tow truck driver but was unable to be driven off the ramp. After the vehicle was towed to the shop it was no longer able to be driven for the repair of the tire, and had to be towed again to the dealer, who noted the damage and repaired the damage. That is why we requested a review of the case. Please note that the vehicle was towed directly from the tire shop to Potamkin ******* who diagnosed the problem immediately. 
  I've spoken to the Case Manager ****** on multiple occasions since February, requesting to speak to a supervisor/manager including ****** ***** (Liability Supervisors), Thurmonwell ****** or ****** ******* so that we could get a better understanding of why the claim was rejected to no avail. NO Supervisor has contacted us until I wrote a letter to BBB on 4/21/25. Within 3 hours of writing a complaint to BBB i received a call from ****** *******. ****** promised to callback but did not. I therefore called him on 4/25/25 when he informed me that the claim was denied because the damage was not caused by the tow truck. This does not explain why the vehicle was undrivable off the ramp. There was nothing wrong the parking brake prior to the tow.
  Thank you for your understanding,
  
  Best regards,
  ****** ***** 

  Business Response

  Date: 05/27/2025

  We contacted the customer twice with the decision regarding the damage complaint. The damages being claimed are not a result of the roadside event. The damages being claimed are not consistent with the service and the provider documented the vehicle in the same condition at pickup and drop off. Therefore, we are unable to deem the service provider liable for the damages.
  
  

  Customer Answer

  Date: 05/30/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I was finally contacted by Agero informing me of their decision. But the damage was in fact caused by the tow truck. The damage inflicted was to the emergency braking system, which was a direct result of the towing onto the tow truck. This was evident when the vehicle was unable to be driven off the tow truck. There's no way the vehicle would have been able to be driven up the ramp initially. Or parked prior if that issue existed prior to being towed. 
  
  Agero is responsible for the damage caused to the vehicle. On what grounds are they basing their denial. 
  Thank you for your time and understanding regarding this matter.
  
  Best regards,
  ****** ***** 

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 25th 2025 I had a flat tire at my residence, *****************************************************************************************. I called roadside assistance and a technician was dispatched to my apartment to change the tire. After a few weeks I noticed that the center hubcap piece was missing, the only way it came off is due to the technician placing it back on incorrectly as they just do not fall off. I filed a claim with agero and have not received any type of response from the company. I have called several times to speak with the agent assigned to my case, but unfortunately I'm unable to speak with her. ****** Lincallo ***********************). I have left her voicemail messages as well as messages with customer service for a return phone call, but nothing . **************** inform me that an email was sent to me regarding my case , though I am not in receipt of such email. I have requested the email be sent again and also verified my email address. I am requesting payment for a replacement.

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my car towed and they caused engine damage on March 5. They requested all these documents, verbal interviews and I am still waiting April 9. When I was told after verbal interview on March 26 I would have an answer within three to four days. I have called, emailed and no response. As much as I pay for auto insurance-

  Business Response

  Date: 04/28/2025

  We found no evidence to hold the tow service provider liable for mechanical issues with the vehicle. The vehicle sustained a failed timing belt and this caused the vehicle not to run and the reason for the tow. The vehicle was not in running condition when it was picked up.  There is no evidence of wrongdoing on the provider's behalf.