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 Customer Care

  115 Sprint Dr Blountville, TN 37617-5455

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:02/20/2025

  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.

  On Monday February 10, 2025. I requested roadside assistance from my auto insurance provider for my flat tire on the ************************. In the service request, I confirmed twice that I was located on a highway. I was also sent a tracking link showing the exact location of where I was with the flat tire. ***** allowed service providers that were not qualified for my situation to answer my service request call. The service provider was a locksmith company that refused to service a flat tire on the highway. after waiting 50 minutes for that service provider I was forced to contact my insurance company and request another service provider for my flat tire. I received a text that another service provider would service my flat tire. I waited some time and called for the *** on this service provider because I hadn't received any updates. My insurance company informed me that the service provider canceled because they also do not service autos on the highway. By this time I had after waiting and talking to the insurance company I had been waiting for over two hours in the hot Florida sun on the highway. My insurance company said they would dispatch a towing truck that would take another 65- to *************************************************************** quickly because I needed to get out of the sun and was I billed $105. I sent the receipt to *****. They want more documentation that I do not have and I will not spend any more time on this situation. I already lost a full day's worth of work because of Aegro's incompetence and my employer's unwillingness to wait any longer for my flat tire situation to be rectified. The fact that this company focuses on service providers racing to answer service requests and then demand that I keep proving to them that I paid money to rectify my situation through my means is appalling. I want a reimbursement for the $105 I spent. They should be glad I haven't requested anything else due to their negligence.

  Business Response

  Date: 02/28/2025

  We are reaching out to the customer to discuss her concerns.  ***************** team left two messages and will make another attempt to reach the customer.

  Customer Answer

  Date: 03/02/2025

  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. 

  [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,

  ******

   

   

• Initial Complaint

  Date:02/20/2025

  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 am formally filing a complaint against ***** and ****************, as their contracted roadside assistance provider's negligence left me financially responsible for the damage. Despite providing clear evidence, Aegro unjustly denied my claim, and ****** failed to advocate for me as their customer. I am seeking your ******************** in resolving this matter and ensuring that these insurers are held accountable for their ************** of Incident: 11/22/2024 2.Amount of money: $2,107.02 3.Incident description: ********* Sienna experienced a dead battery, so I contacted Safecos roadside assistance service. A contractor dispatched by Agero improperly jump-started the vehicle, causing damage to the **** Weve provided evidence to prove providers fault; ****** dealership also confirmed that the damage was directly caused by the improper jump-start.4.Resolution Attempts: Agero refused to communicate, ignored our evidence, and unjustly denied my ******** detail, Agero first claimed no evidence to suggest negligence of the provider. However, we provided:1.A photo taken by the contractor showing the negative cable connected to the wrong location, which is marked as DANGER in Toyotas user **************/videos showing immediate issues after the jump-start, including alarms and beeping sounds.3.A ****** dealer diagnosis confirming ECU damage from the improper jump-start.Agero then argued there were prior battery issues. We disproved this with:******** records showing the car was inactive from March to May, leading to battery discharge.2.A ****** inspection report from 9/17/24 (months after the first jump start) confirming the battery and vehicle were in excellent condition.We were unable to communicate directly with Agero throughout the process. Despite numerous emails and calls, we never received a response. Agero ignored our attempts, dismissed our evidence, and unfairly denied my claim.

  Business Response

  Date: 02/28/2025

  We reviewed the customer's complaint alleging the road service provider damaged the vehicle. It is plausible that the electrical problem was pre existing prior to the service provider's arrival.   The jump pack utilized would not cause the damage described in the complaint. There is currently no evidence to suggest any negligence on the part of the service provider, as the equipment utilized is designed to prevent any such occurrences.

• Initial Complaint

  Date:02/19/2025

  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.

  Agero towing was supposed to transport vehicle to Crash Collision in ************,**. Dropped vehicle in residential neighborhood in a mans driveway, even with correct name of CC on hand. We didnt become aware until man found our information in glove box, contacted us on Tuesday, even sent pic to State Farm showing car in mans private property. State Farm did retrieve car, same remains in shop. Causing undue stress/financial hardship as we must take **** for any errands! Very poor /lack of concern for their clients shown on 08/16/2025. The first repair shop was unable to repair damage and second shop chosen due to that. Agero should be held accountable for any/all expenses due to their neglect.

  Business Response

  Date: 02/28/2025

  Our ************* team reached out and extended an apology for the vehicle being towed to the incorrect location.  We assured him our management team would be reviewing and taking corrective action.  We extended $100 as a gesture of goodwill for any inconvenience and the customer seems satisfied with the resolution at this time.

• Initial Complaint

  Date:01/28/2025

  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.

  Damage caused by them to my car Jan ******

  Business Response

  Date: 02/11/2025

  Our records indicate that the customer was notified that payment was made to her bank via direct deposit on 2/06/2025.

• Initial Complaint

  Date:01/27/2025

  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.

  The dispute arises from progressive car insurance that was called for a tow of a vehicle under their policy that sent a tow company who during the tow caused damage to my car. When I called progressive to work out the issue I was sent to Agero. I proved the damage that happened with my parking brake, no longer operable after the tow by pictures and a statement.Multiple, multiple calls and emails were sent with few returned calls from ********* ********. The case manager, I was assigned to. The date of the loss was November 25, 2024. On January 20, 2025 I finally received a call and was told my complaint was denied and no payout would be given. No call was made to the automotive center for follow up nor with the company ever actually seeing the car to look at the damages. Agero repeatedly asked for pictures of the damages, which I explained were not physically visible, but due to damaged electronics, making the brake calipers no longer workable. I explained I am not an automotive specialist and to reach out to ********************************************* where my car was to have it explained by the mechanic. They refused. I dont know what to do from here. I am asking they pay the automotive center to fix what was broken by the tow company. The cost (theyve been given an estimate from the automotive center.) is $1700 for two brake calipers. Mid dispute I sent a complaint to the ************************** as it went several weeks with no response from the company. I have documentation of all my calls made as well as email sent.

  Customer Answer

  Date: 02/07/2025

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

  Business Response

  Date: 02/11/2025

  The vehicle had a no start issue. The provider pushed the vehicle out of the driveway to line up with the tow truck. The provider pushed and the customer drove the vehicle. The vehicle was winched onto the bed, front first. The vehicle was secured with wheel straps. The customer rode with the driver and went to the dealership. The vehicle was winched off the bed and the customer drove the vehicle into the parking spot and the provider pushed from the rear. The shop stated that the rear brake calipers were not working. The actuators are electric and failed. There was no evidence of physical damage and there was never physical damage mentioned on scene. There are no photos and the vehicle is repaired. The vehicle was towed due to an electrical issue. That issue may have been the cause of the malfunction, or the brake caliper failure may have been the cause of the electrical issue. In any instance, there is no evidence that this was a tow service-related loss.

  Customer Answer

  Date: 02/11/2025

  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. 

  [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,

  ******

   

   

• Initial Complaint

  Date:01/26/2025

  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.

  4/22/25 Paid for roadside assistance insurance with drivers elite cross country motor club **** On 1-23-25 my car was stuck and wouldnt start. I called the roadside assistance and they said they couldnt find my name or account. I had them for around 20 years. the man gave me a number to call and hung up. I then noticed that it was the same number that he was at. he got rid of me. I called back 4 times but was not connected and couldnt talk to any one. I am 75 years old and called a friend for help. He called them and spent exactly 1 hour and 7 minutes being sent to 3 different people. He gave them information like my check number 2214 that i paid the ***** and they cashed the check with mybank at ***** fargo and much other information. The card only says drivers elite but not the name of the company which they would not tell him. at the end of the run around call a woman named ***** c told him that she would not help and that I would have to call the same number again. no help... I was in a different town far away from him. The next day my friend drove over but his jumper cables were not up to the job. We paid 100 dollars for a professional to come and jump the car and drove it to auto zone to buy a new battery.

  Business Response

  Date: 02/11/2025

  A second attempt was made on 01/28 at 10:03AM CST  to reach the customer to discuss the request for reimbursement. -   We left detailed message was left including our contact information and her case number.  At this time, we are pending a callback and the invoice to reimburse for the jump start they secured on their own.

  Customer Answer

  Date: 03/12/2025

  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. 

  Reject   Never got calls and had to pay 100 cash because garage wanted 180.  Payed this insurance for 20 years and you denied I had the coverage. Im ************************************ the cold after hours of phone calls and the run around.     ******* koenis  

  Business Response

  Date: 03/19/2025

  Our company has reached out multiple times to the customer via phone and email without a repsonse.  We will be attempting contact one more time on 3/19/2025 via telephone and email.

• Initial Complaint

  Date:01/22/2025

  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 Jan. 1, I got a flat tire on my way to return a rental car. I called Liberty Mutual's roadside assistance, which used Agero to send a tow truck. As I had a flight to catch, I couldn't stay with the car, but I returned the key to the Thrifty rental car location at the ************************* and told them the vehicle would be towed later that day.When I arrived home, I received a voicemail from the tow company, ************, stating the car couldn't be returned to the garage due to low clearance the tow truck couldn't clear. Top G tried to contact Thrifty to find another location to drop off the car, but there is no direct number to contact the Thrifty ***************** office. Instead, the call went to Thrifty's national headquarters, and they were no help, stating that was the only place to drop it off. The tow truck was forced to take the car back to its storage facility, where I racked up storage fees while Liberty Mutual and Agero went back and forth about what my next steps were to get the car back to Thrifty. There was no urgency on Agero's part to get the car back while I racked up $768 in storage fees for the car being at the tow company's lot for 7 days. Agero even emailed Liberty to tell me the storage fees wouldn't be covered rather than calling them. A phone call would have been much faster, and this was a time-sensitive matter.I called Agero to seek reimbursement for the storage fees, but Agero would only reimburse me $100 because they claimed I was supposed to tell them there was a low clearance, but I'm not sure how I or anyone would ever know that. I'm seeking reimbursement for the storage fees that Agero should pay because I did everything in my power to get the car returned, and they were slow in telling me I wouldn't be reimbursed and are being unreasonable in their request for me to give them a heads up of the low clearance.

  Business Response

  Date: 01/24/2025

  We reached out to the customer on 01/24/2025. We were able to discuss the series of events that took place. We discussed our findings and are reimbursing the customer for the amount of ****** to resolve the matter.
  
  

  Customer Answer

  Date: 01/24/2025

  [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:01/20/2025

  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 12/20/24 agero roadside assistance came and jumpstart my car because it wouldnt start. After jumpstarting my car I was locked out of it and my car completely shut down which it wasnt shut down before he came. Took my car to the dealership 12/23/24 to diagnose it for the reason why I didnt start and they called and told me it was jumpstart incorrectly. I lost my car I had for 5 years because of this and I want my damages paid for

  Business Response

  Date: 01/27/2025

  We have reviewed the customer's damage complaint regarding the damage to the battery, battery cable, fusible link, alternator, and radio of her 2007 ***** IS 250. Based on our review, we find the evidence submitted does not support that damage was caused as a result of the roadside service. The service provider used a protected jump box. There is no evidence that the provider caused this damage and the technician handling the repairs could not provide any evidence that a jump start caused the issues with the vehicle.

• Initial Complaint

  Date:01/15/2025

  Type:Billing 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.

  ROAD AMERICA MOTOR CLUB, signed my Identity and address to open a "Motor Club" account member number: ********, I tried calling only to be put on hold twice, only to br put on hold. This is a open fraud account that was open in my name and address.

  Business Response

  Date: 01/24/2025

  We researched with the information provided and we are unable to locate records related to the membership.  This membership may be warranty related and would not be related to our company.  We left a voicemail for the customer seeking additional information and we will be glad to research further when we make contact.

• Initial Complaint

  Date:01/15/2025

  Type:Customer Service 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.

  Our company worked with this company for close to a year under contract, after many problems we decided to end the contract. Today, January 15 2025, I was notified Agero will not be providing me with a 1099 report until sometime February, which is illegal. They have until january 31st to get me the records and they are reffusing to do so. I need help since they wont contact me back. I will be contacting the attorney general also

  Business Response

  Date: 01/21/2025

  This complaint is from a tow related business and not a direct consumer.  We forwarded the message to our service network for follow up with the tow company/road service provider.

  Customer Answer

  Date: 01/21/2025

  [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,
  
  ******* *******