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:09/07/2022

  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 had a flat tire on rt 90 in ********* ** the night of Aug 19. I called my State Farm roadside assistance for a tow as there is no donut. I called them 6 times to get my car towed, it took a total of 4 hours to get my car off the freeway. Not until I asked to escalate to a supervisor on my 6th call did I get results. I had my tire changed the next morning and drove to Buffalo, my steering wheel was at an ***** when I picked up my car but I was told by the mechanic I would make it to ******* for the funeral. On my way home it rained and I had no control of my car. I left my car in a parking lot off the freeway. I got my car a couple of days later and took it to the mechanic. It was then I found out the tie rods were bent by the tow. I have called the tow company Double A out of ******** ** he also called the mechanic (******************* and Break in ****** **) and he offered to pick up my car and repair it himself since he "gets parts at cost from ******* After my initial 2 calls to him and his 2 calls with the mechanic I never heard back, At the same time I had called Agero to file a complaint. I was dealing with ******** I gave her the number to the mechanic. After multiple calls and emails to her I still have no car 2 weeks later. I talked to someone yesterday at Agero and he told me several times there is no supervisor. I had advised them in an email Sat 9-3 that if I did not get an approval for the repair by Tue 9-6 I would have to contact the BBB as I have no other recourse and need my car to travel next Monday for work. On my call yesterday I referred to that email and was asked to hold as there now was a supervisor. I was then told the supervisor would review my case and call me back. I called them again at 5:22 they had high call volume and I left a msg. ******** said every time she called the repair shop her call dropped but I call them daily without incident. I am authorizing repair today, photos have been sent and I need the car. I expect them to reimburse me.

  Business Response

  Date: 09/13/2022

  Good afternoon, please be advised that we are currently awaiting a statement from the customer. Once that statement is received we will be moving forward with a decision. A message was left for the customer requesting a return call. 

  Customer Answer

  Date: 09/14/2022

  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 talked to multiple people at this company. I am aware that they sent me a "damage form" to complete. I said on the initial phone call with ******** that my computer is not working properly, and I am unable to complete the form on it, I also have no printer. She stated that they can fill out the form verbally and I have never heard from anyone to do that. Each time I spoke with someone I advised them I needed to answer the form verbally. Also, if you look at the form the entire first part are answers they had from the moment I called them such as where my car was, was I with it when it was towed, if not where were the keys etc...they had to have had all this info prior to dispatching the tow company. I also advised the same people that myself (or I am guessing any other customer) does not have the ability to fill out the other part of the form which is all questions about the tow itself, the person who preformed the tow is the one that would have to answer those specific questions.
  
  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: 09/15/2022

  Good afternoon, we will have the agent assigned reach out to the customer to verbally obtain the details needed for the file. 

• Initial Complaint

  Date:09/06/2022

  Type:Product 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 obtained roadside assistance 5/24/2022 ID ******** at ******************************************************************************** I paid more than I needed - I paid $185.14 for a tow - the service guy said he would perform a jump and see if works, if so, you dont need a tow.jump worked, and I pulled off. I have since spoke to State Farm who says its not their issue, this is a Agero issue, I just want my refund on this account $90 jump and with the jump and tow it came to $185.14 I was told 3 xtimes this request was put in and I called again this morning and it has not been placed. No one has called me nor did i get any email. I dont know who working or not, but in this case no one has been working just answering the phones.

  Business Response

  Date: 09/07/2022

  Good afternoon,

  Please be advised that we have researched this service and the below are our findings.

  No coverage was shown on this event, the policy number used was 5114798E2438A and the overage amount was $185.14. We created a mock case as if the service was a battery jump instead of a tow service using the same policy number and coverage is still not shown for roadside assistance under the insured's information and the overage amount showing was $95.00.
  
  We called ******* Towing ******* at ************** who advised ** that their records show that they performed a tow, not a jump start, and that the driver that performed the service is no longer with them and unable to confirm.

  At this time we will be issuing the customer a one time goodwill gesture regarding the $95.00 reimbursement. We will contact the customer today with the resolution details. 

• Initial Complaint

  Date:09/02/2022

  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 have auto insurance with State Farm. I got into a no-fault accident on Tuesday, August 30th and my car was towed by a *************** I filed a claim with StateFarm on Tuesday night. It is Friday, September 2nd, and my car is still sitting at the *************** When I called ********************** they said, they subcontract Agero and they they are the ones in charge of transporting the vehicle to the repair shop. Nothing has been done by either company. Agero has failed to fulfil their contract with StateFarm and StateFarm has failed to fulfil their contract with me.

  Business Response

  Date: 09/06/2022

  Good Morning,
  
  
  We have made an attempt to reach Mrs. ******** regarding this event and we were unsuccessful with reaching her. However, we were  able to leave a detailed message with our contact information and case number and also asked for her to follow up and provide a policy number and claim number for the accident case with State Farm. We will make a 2nd attempt to reach her tomorrow.

• Initial Complaint

  Date:09/01/2022

  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.

  A tow company was sent out via Roadside Assistance through my insurance in October of 2021. I drive an AWD which they suggest to only be towed flatbed but, if you do tow it dolly style certain precautions have to be taken. They had sent out a dolly and those precautions were not taken and it destroyed my rear differential. I noticed the issue relatively quickly after it happened. I took my car to the shop in February once I realized the issue was persisting. I was told what the damage to my vehicle was and that it could easily be caused by improper towing and they were certain that was the cause of damage in my case. I got this information confirmed by multiple shops and filed a tow complaint and claim with my insurance company. Agero then requested information regarding this claim and that was sent to them on June 7th, 2022. The last date I received any form of contact from Agero was July 20th, 2022 confirming they received my complaint and documents and that they were reviewing them and would contact myself (the owner of the vehicle) or my father (the policy holder for the insurance that I am also listed on) in 1-2 business days. I have not received anything from Agero since July 20th, 2022. I have sent multiple emails with updated contact info, my case number, etc. looking for a resolution. I have called and left multiple voicemails because I have not been able to get ahold of an actual person. This is $2,000 worth of damage done to my vehicle that needs to be fixed and I cannot even get ahold of anyone to get an update. It's unacceptable and I would like to hear from someone asap. I'm very disappointed and angry at the lack of communication and resolution. My case number is #***************

  Business Response

  Date: 09/06/2022

  Good afternoon,

  We have spoken with the customer on this case. No estimate has been provided. We have obtained a verbal statement from the customer and updated the case accordingly. We have also updated State Farm with the current status of this case. Once an estimate has been provided we will provide supports to the Service Provider and move towards a resolution.

• Initial Complaint

  Date:08/30/2022

  Type:Customer Service 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.

  Hello my name is *******,I have not been reached back from the company for over 2 months.I am a:- Women owned Business Enterprise(WBE)- Small Business Enterprise(SBE)- Minority Business Enterprise(MBE)- Disadvantaged Business Enterprise(DBE) I have reason to believe I am being profiled for my ***, race, religion and or education status, having not been responded to in more than 2 months in regards to doing business with Agero.At the tow show recently, one of the agero reps who I will not mention by name had a few unpleasant and sexually charged things to say to me without me showing any interest in anyway possible outside of a professional and business setting and this is the reason I believe my account has been ignored and I have not been able to get a hold of anyone at Agero/Swoop for my contract to go live.I am a woman in the roadside service business and I was assured that my business is needed and welcomed just as much as any other roadside service business, if not more; because there aren't many women owned businesses in this industry.I feel as though my business isn't being taken seriously due to my gender and I am being objectified and sexualized instead of being taken as a serious business and for this I want open communication, transparency and an apology would be nice but not needed.I do not wish to press charges for the discrimination bestowed upon me by Agero and their field representatives, however I do want reconciliation and to be able to be treated as an equal to other roadside service companies that are owned by men.I am not asking for anything special; I am only asking to be treated like a human, not an object and be taken seriously in this business. I own multiple trucks already and have a few years experience as well as other relationships with other motor clubs.

  Business Response

  Date: 09/01/2022

  Good afternoon, please be advised that a message has been left for ******* requesting a return call. 

• Initial Complaint

  Date:08/29/2022

  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 was recently hit by an liberty mutual/ safeco policy holder and they sent out a tow truck using agero on the 28th of july 2022. The tow truck company "FBM" towing stole my rear glass window off my car causing it to get rain damage. They also caused bad damage to my window frame. I was first told two days for my claim which turned into weeks, My claim specialist ******************* is impossible to get ahold of i call, leave voicemails and emails everyday with little to no response. They sent out a check after weeks for the Window glass but not the frame damage knowing i could not get the window put on with out the frame being fixed. Its now been a month and my car still sits open because nobody will respond to me . I have done everything on my part and sent in the estimates for the repairs. Their customer service is a joke they literally tell you they dont know anything and refuse to let you speak to a supervisor or manager. And when you do leave voicemails or emails with supervisors they ignore them. This is the worst company i have ever had to deal with i dont know why insurance companies use them.

  Business Response

  Date: 08/30/2022

  This appears to be a duplicate complaint. We received two complaints today related to this customer. We are working the other complaint. 

• Initial Complaint

  Date:08/29/2022

  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 the 28th of july Liberty mutual/ ****** sent out a tow truck company " FBM" towing to pick up my suv that one of their policy holders hit to take it to a shop to get an estimate done. when my car arrived to the shop hours later on a different tow truck with a different driver it was missing the back window, had several glass repair shops and collision shops look and tell me my window was stolen off. The tow truck company caused some major damage to my window frame as well. Agero has been absolutely the worst company i have ever had to deal with. They promise you your claim will be resolved by certain dates when it wont be, They don't respond to your emails or calls. Supervisors REFUSE to call you back. It has now been a month and my car still sits with out a window

  Business Response

  Date: 08/30/2022

  Good afternoon, please be advised that the damage complaint is an open and active damage complaint. We have made an initial payment in the amount of $449.99 on 8/12/22 under case number ***************. There is a second case under ***************.  This case is open but with an approved payment status in the amount of $886.94. We will be contacting the customer today with our resolution. 

• Initial Complaint

  Date:08/26/2022

  Type:Product 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/SWOOP VENDOR ID: ****** Our network management point of contact has ghosted us completely. We have reached out more than 40 times over the past 20 days and have received no call backs to our voicemails nor have we received any emails.Network management team was to have a review on our account after a 30 day period, and that review has been shelved and left for the history books, once again, this time after months of already being ghosted and ignored by management.******* from Medium duty team has yet to reach out to us in regards to medium duty rates, however, we are still dispatched medium duty tows and have been unable to bill correctly for medium duty tows.Accident management team has not reached out to us in almost 9 months now, we are still awaiting their response.

  Business Response

  Date: 08/29/2022

  This is the second complaint that this company has filed. There is a process in place for all contracted service providers to follow. This company is aware of that process. This complaint is also being filed in the incorrect forum as this is related to business to business activity not consumer related. We consider this matter closed with the BBB. 

  Customer Answer

  Date: 08/29/2022

  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. 

   

  And the resolutions haven't been made. We still don't have a solid Point of Contact at Agero/Swoop. Our issues are still outstanding after 9 months with medium duty department as well as accident scene management department, also please do not forget about the dollies.

  [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,

  Riaz

   

   

  Business Response

  Date: 08/30/2022

  Unfortunately we are not able to assist this provider unless they follow the proper process. We consider this matter closed with the BBB as this is not the proper forum for this business activity. 

• Initial Complaint

  Date:08/26/2022

  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 car broke down on 8/17, I was told by my roadside assistance provider that a tow truck would arrive within ***** mins. 3 hours later the tow truck arrived and towed my car to the dealership. The dealership called me on their arrival and advised that the tow truck driver improperly hooked my car up and bent my front suspension. I spoke with a rep from roadside, advised of the issue and filed my complaint on the same day. I was told someone would contact me in ***** hours - I heard nothing. I called them back only to find out they had no record of "an actual claim" only my complaint. They take the info to file the claim and tell me again someone with be in touch in ***** hrs. I still have yet to speak with someone to explain anything to me and it is now a week since my car was damaged. I called them again and am told the ************** has the case and they have **** business days to review the case. I have called the rep assigned to my case who does not answer the phone, I left voicemail and emailed her - all with no response. How is this ok?!?! My car is not driveable and no one is providing any information or calling me back. I now have no vehicle to get to and from work. Roadside assistance is supposed to help you not leave you stranded without a car for weeks because they contract sub-par towing companies and then take their time to decide if and when they are going to cover the damages. This is completely outrageous and I don't know how it is acceptable to run a business this way.

  Business Response

  Date: 08/30/2022

  Good afternoon,

  This complaint has been denied and the customer has been informed. The liability decision/ denial review is below.
  
  
  Liability decision/denial review:We have reviewed the recent damage complaint for ************************* who requested a roadside service on her 2011 Audi A4. **************** reported damage to the vehicle after the roadside service. The final liability decision is that we are unable to honor the damage complaint. The details of the case and reasons behind the decision are listed below:The vehicle was being towed because her car broke down as it would not start.The insured reported the driver improperly hooked up to the front suspension bar instead of the designated tow hooks.The insured reported the photos of damage are actually intake photos from the dealership.The service provider responded that they are not Barrys Towing nor affiliated with the company.Upon reviewing the information submitted, the photo shows the vehicle resting upon a flatbed owned by a separate entity (Barrys Towing) which is not CKS towing. CKS towing is an Agero Service provider but there are no records for *************. We are unable to pursue the provider as the insured identified a different provider other then CKS towing as the one at fault.The insured can pursue ************* directly if they choose to do so. .

  We are unable to honor the damage complaint because there isnt any evidence that the service provider did anything negligent to cause the damages in question.
  
  

  
  

  Customer Answer

  Date: 08/30/2022

  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. 

  The driver of the tow truck identified himself as the tow truck driver sent via roadside assistance. The driver had all of the roadside assistance claim information including my location, my vehicle information and where my vehicle was to be towed on his phone. All of which was only provided to roadside assistance, I did not contact or hire any tow truck on my own. Agero needs to do further due diligence to determine why another company was dispatched to my roadside assistance claim. If there is an error on their part of not having the proper information or proof of who their service providers actually are that is not at my fault. As the customer I did exactly what I was supposed to do and Agero is being deceptive by not properly investigating my claim. Agero did not make any attempt to obtain any additional information from myself and as far as I know anyone else involved in the matter. I did not receive any communication from them until the "denial" of my claim. I had to make all attempts to try and contact them via phone, email and voicemail to no avail. No one at Agero was helpful or informed on their own process of the claim. The most recurring statements were - that's not my department, I don't know the answer to that, I don't have any supervisor contact information. I am extremely dissatisfied with the lack of customer service and competence ********************** has shown through this entire process and will be proceeding to appeal the decision and take further legal action.

  [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: 08/31/2022

  We understand that the customer does not agree with our position but we are unable to cover this loss with the current evidence. We have reviewed this file and service in it's entirety and we are only seeing the information previously stated. We are not able to cover this loss for the customer as the evidence does not support the customers claims. 

• Initial Complaint

  Date:08/26/2022

  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.

  Had damaged done to my VW by the tow company they sent to my home to tow my vehicle. I have filed all the paperwork and sent pictures with estimate to have my car fixed (twice) and have had zero communication on the status of my case. I have sent dozens of emails and phone calls asking for an update and have heard nothing.

  Customer Answer

  Date: 09/06/2022

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

  Business Response

  Date: 09/07/2022

  Good morning, 

  Please be advised that this case has been approved for payment. We will be contacting the customer today to deliver the decision.