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:08/24/2022

  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.

  This company refuses to update our rates for towing. They will not return emails or calls regarding this. Now they are calling us non stop 24 hours a day wanting us to do towing calls for them at rates that are not fair. They have called me 40 times since 2am today. I am not able to sleep. I give them my rate and they hang up then call right back again.

  Business Response

  Date: 08/25/2022

  Good morning,

   

  Please be advised that this is not the proper forum for these types of complaints. This company is aware of our company process related to Service Provider complaints. We will have someone reach out to them as a courtesy to address their concerns. 

  Customer Answer

  Date: 08/25/2022

  we have tried contacting the company about updating our rates and they never return any calls or avoid us completely.  Then they call us constantly asking for us to do calls.  I have been called over 68 times in the last 4 days for the same tow that is sitting on a road in our county.  I tell them my rates they hang up on me and call back again.  They start calling every morning at 4am.  I am about to file charges for harassment.  This is crazy.  Agero is already being taken to court by the ********* Attorney General.  Dont believe anything they say it is all lies!

  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,

  *****

   

   

  Business Response

  Date: 08/26/2022

  Good morning, please be advised that we tried to call this company to discuss their rates and had to leave a message. We have shutdown their account with Agero so avoid any additional calls being made to them. If we can not make contact with them today, we will block their phone number completely from our system and part ways from doing business altogether. 

   

  If they no longer want to work with our company, please provide all the phone numbers that they want blocked and we will have this completed today. 

• Initial Complaint

  Date:08/24/2022

  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 called ****** Roadside assistance because my car wouldn't start. They told me I had to pay $91 for the service so I paid it. They called Pop a Lock to assist me. Pop a Lock arrived, tested my battery and confirmed that I needed a new battery. I paid Pop a Lock $201.00 for a new battery. I asked the service guy would the $91 go towards my battery bill and he had no idea what I was talking about. I called ****** Roadside assistance back and she basically told me the $91 was for them to call Pop a Lock. I could've called Pop a Lock on my own for free. How can they charge me $91 to make a phone call? I complained to them and even spoke to a "supervisor" and was told someone will call me on Monday (yesterday) and no one called me.

  Business Response

  Date: 08/24/2022

  Good afternoon,

  Please be advised that we have be in contact with the customer and we will be issuing a $91.00 reimbursement to them. The customer thank us for this resolution and we consider this matter closed. 

  Customer Answer

  Date: 08/25/2022

  [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:08/23/2022

  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 got multiple flats on 7/15/22, and had my car insurance-Progressive, assign me a tow, which was through Master **************** ************. The tow truck showed up and I immediately stated they brought the wrong type of tow, I needed a flatbed. The guy told me "they must have been low on tows". I told him I was extremely nervous about my car being towed. When it was lifted up onto the tow, I heard my car "crunch" and I told him that. He then side-eyed me and stated "I've been towing for 'X' years" and disregarded my concerns. The entire way home-I rode with him, I told him I was concerned for my car and damage as it sits too low to be towed this way. My car was dropped off at the ** dealership. When it was dropped off, I could not see any damage so I said thank you and he left. Unfortunately, when the dealership pulled my car into the shop they were able to see there was major damage from the tow company. You can see in the photos supplied to me from the dealer, where the **bar from the tow looks like it slipped off the frame and broke my oil pan, turbo intercooler, AC condenser and radiator are all broken. I have submitted my claim to Agero ****************they are who covers the tow company **************. My case number is ***************. I filed all the forms on 7/20/22 for an incident report and received a confirmation email on 7/22 stating someone should contact me within 1-2 days. Five days went by so I called and left a VM with my adjustor on 7/27 and an email. I called and left them another VM on 7/29, and 8/1-along with another email, and again 8/2, to still no avail. Since then I have called nearly every single day and left a VM. No one from their insurance company has contacted me at all and I have been in a rental since 7/15 when the incident happened. I have spent over $2500 in my first 30 days of a rental and no one has even looked at my claim or called me

  Business Response

  Date: 08/26/2022

  Good morning,

  Please be advised that we compensated the customer for the service related damages. 
  
  
  The customer seeks to be reimbursed for thirty days of rental expenses. We informed the customer of compensation on a reimbursement basis which coincides with repairs.
  
  We are still evaluating her rental bill which has been sent in supplement.

• Initial Complaint

  Date:08/19/2022

  Type:Delivery 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.

  Waiting 2 months without any response.

  Business Response

  Date: 08/24/2022

  Good afternoon,

  LIABILITY DECISION

  We have reviewed the recent damage complaint for ***************************** who requested a tow for his **** ******** Benz * CLK500. ******************** reported damage to the vehicle as a result of the road side 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 customer stated the reason for the service was a flat tire, front passenger only, no spare.The customer stated his wife ********************* was present. The customer stated he witnessed the damage upon delivery to the tire shop. ****************************************************** The customer stated the bumper ripped off on the front, both passenger and driver side. Separated from the vehicle and brackets. Interior bracket broken as shown in photo along with major scratches to the bottom of the bumper.The customer stated a wheel lift was used, the vehicle sits low and has always been towed with a flatbed.The customer stated it was wheel lifted from the rear end of the vehicle, and the front tires on the ground and not sure if any additional equipment was used.The service provider stated the reason for the service was a flat tire. The service provider, the customer's wife, was with the vehicle. The service provider stated a wheel lift was used and dollies. The service provider confirmed that the driver used a wheel lift, rear end tires ** in the air and front tires on dollies.The service provider stated that the vehicle was damaged from the bumper and not to the extent of the photos that the customer provided, she stated no photos were taken but her driver recalled the car as the customer called him and yelled at him 2 hours later after drop off. The service provider stated based on how the vehicle was towed with the dollies the front bumper would have not touched the bottom of the street while transporting. When the vehicle was dropped off the driver lowered the rear wheels and removed the lift from underneath the car and proceeded to remove the dollies. The service provider stated that the damage from under the bumper seems old, wear and tear and the damage to the right front fender seems as though the repair facility hit something to displace the bumper that way, the lift cannot cause that damage when dollies were used.Upon reviewing the claim, statement and photos, the damage under the bumper does not appear to have fresh scrapings, the scrapings are consistent from parking. The photo of the right side bumper is not consistent with the vehicle being lifted on a wheel lift where the front wheels sat on dollies during the entire transport of the vehicle until it was unloaded by the service provider.

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

   

  I reject your response. There is no way a tow truck is going to tow a vehicle with the bumper dragging on the ground and tell me "it must have been like that when I picked it up" I waited months for a response from your company and it took this to finally get communication. While waiting months and calling everyday, I did some online research about Agero and found that your employee's have admitted that Agero does not care for their customers. My next step will be to file a formal complaint with Progressive.

  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

  Good morning, 

  We understand that the customer does not agree with our position but we unfortunately do not have enough evidence to hold the Service Provider liable. We are willing to provide the insurance information for the towing company so the customer can pursue the towing company directly. If they choose to pursue them directly, they can contact their damage specialist who handled their complaint for their insurance information. 

• Initial Complaint

  Date:08/17/2022

  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 am seeking a financial reimbursement for the $1,200 I repairs and a tow that incrued from a service provider damage to my truck in April of 2022. Because of the corresponding damage I was not able to make it to work living in a very rural area. It caused me to lose my home and now my son and I are displaced. Agero did admit responsiblity upon the damage being discovered and have failed to reimburse. damages that were caused by there tow provider,that I paid for out of my pocket. along with me losing my job and I have not requested any other contribution except for the tow and repairs. I have submitted all supporting documents including 27 emails to agero, 30 to 40 phone calls with very limited contact back and excuse after excuse for more information, yet they never ask for any documents or answer a return call.

  Business Response

  Date: 08/24/2022

  Good afternoon,

  We have reviewed the recent damage complaint for *************************** who requested a roadside service on her 2008 Chevrolet K1500. ****************** 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 winched due to the customer backing into a soft spot in the driveway and getting stuck .The insured wasnt on scene during the service. The driveway is set up when you turn off of ******* Ave theres a .56 mile long driveway . When you get halfway down the driveway theres a parking area that runs north and south where the residents park . If you continue going down the driveway the driveway makes a circle at the end . That is where the residents' homes are ( in the circle part of the driveway) . The customer stated the ** (Service Provider) was supposed to be winching the vehicle out of the bad spot towards the road (as the first half of the driveway and parking area had thawed) instead the ** drove the vehicle down the opposite direction of the driveway, towards the homes. The customer stated that the end of the driveway had not thawed out or been driven on.The customer stated the neighbor spotted the ** driving the vehicle towards the homes and told him the customer doesnt bring her vehicle back there but he had already moved it. The neighbor stated the ** said he wasnt towing the vehicle to the residential area of the driveway because of the weather conditions to that part of the driveway so he drove the customers vehicle back there instead. (THE CUSTOMER STATED THE VEHICLE SHOULDNT HAVE BEEN DRIVEN DOWN THE DRIVEWAY TO HER HOME AT ALL BEING THAT SHE REQUESTED A WINCH SERVICE TO MOVE THE VEHICLE CLOSER TO THE ****** When the vehicle was being driven down near the customer residence the customer stated the sp drove it through a mud-pit and snow. The customer stated the vehicle started stalling after the service so she had the vehicle towed by an OON provider Phils towing to *** auto and repair.(headlights didnt work, all the plastic under the column broke apart, the check engine light and the security light were still on. The customer was told the Steering column damage caused some electrical issues to the vehicle.) The customer had some repairs done (see *** auto estimate ) and tire repaired and the vehicle seemed to be back working, but soon continued stalling.The customer then had the vehicle towed to ************* LLC by auto solutions. The shop found electrical issues so the repaired the fuel pump control module. The truck is now running and the customer wants to be reimbursed for the repair from Jims , the Out of Network tow , and the repairs from Double Ds. The customer stated at this point she doesnt want to pursue the body damage.The service provider reported the vehicle was submerged when they arrived. The ** also stated the customer requested for the vehicle to be winched towards the driveway, which they did. The vehicle was moved to the driveway towards the direction of the customers home. The ** sent before service photos.Upon reviewing the information submitted, the dealer is unable to diagnose what caused the electrical issue. The before service photos show the vehicle stuck in a snowy/muddy area . The customers directions per swoop was to winch the vehicle to the driveway . The ** drove the vehicle to the driveway towards the customers home.We are unable to honor the damage complaint because there isnt any evidence that the provider did anything negligent to cause the damages in question.

• Initial Complaint

  Date:08/16/2022

  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.

  We are a contracted service provider for Agero, we provide towing and roadside services at their request, we completed a tow PO # ******** on 7/29 and have still not received any payment for this job. We have contacted them multiple times on this matter with no response from them. Furthermore, we have a contracted *** rate of $20 or en-route milage (whichever is greater) however all ***'s are sent over as flat rate for $15. We need both of these issues resolved.

  Business Response

  Date: 08/17/2022

  Good morning, 

  This complaint is not the proper forum for these types of complaints. This is related to business to business activity. If this provider has a concern with our billing they will need to follow the billing process that is in place for all our providers. We will have someone call them today as a courtesy. We consider this matter closed with the BBB. 

  Customer Answer

  Date: 08/18/2022

  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 correct steps were followed and multiple request were made on their request form.  The request were subsequently negligently ignored by Agero (Swoop).  This form is for any and all complaints or concerns for issues with Agero (Swoop).  We consider this an open matter until the issue is remedied.
  
  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,

  Hunter

   

   

  Business Response

  Date: 08/22/2022

  We unfortunately are in disagreement that this is the proper forum and that they followed the billing process that we have in place. They can contact their area rep and following the proper billing process. We consider this matter resolved via the BBB. 

• Initial Complaint

  Date:08/15/2022

  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 received a tow through roadside assistance from Agero. During the tow, the tow truck driver damaged my vehicle. I filed a claim immediately with Agero, and have not gotten a response from them in more than a month despite repeated weekly attempts to contact them via phone and email. When I finally got through with the representative today, I found out they have not even begun reviewing the case 30 days later, and never made an attempt to gather all information needed to make a decision, including reaching out to the tow company to determine liability. Letting 30 days slip by before reaching out to both parties seems like pure negligence to me. I was expecting to have the repairs already authorized and completed by now. I am now suffering losses from not being able to schedule the body repair at a time when I will have access to another vehicle for my family.

  Business Response

  Date: 08/16/2022

  Good afternoon,

  We spent some time working on this complaint yesterday and this morning. We spoke with the customer over the phone about the claim when they called in for an update. We looked over all of the information and sent them a follow-up email with some follow-up questions. We contacted the Service Provider regarding the complaint and they asked us to email them the complaint info. We reviewed the estimate on file as it is handwritten and missing information. We have sent a follow-up email to the customer requesting an updated estimate from a certified body shop that could provide a formal estimate with the parts/labor breakdown, part #, labor hours. Once we receive a formal estimate from the customer we will be able to review this matter further. 

• Initial Complaint

  Date:08/12/2022

  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.

  Good morning, my name is *********************. I would like to know where can I report a company (Agero) for their policy rules of giving us a verbal and docking of points if we have no internet connection. I work from home and on there was a day I had an outage and therefore I couldn't work. The person I was training with gave me a verbal warning and a point. I asked her why if I have no control of the Internet provider. If they have an outage why should we be penalized for something that isn't our fault. I asked her what if it was world wide, she laughed and said well then everyone gets a point and a verbal. I said the policy to the company is ridiculous and not fair. She said well, this is our company policy and we have contracts with other companies. I said I understand that but we have no control of not having internet and she tried to switch the story around. She then said well if this continues you can get better Internet and apply to the company again. I said no thank you. I don't think I'll wavy to work for a company like this ever. I've worked for other companies and have friends work from home with other companies and they never experienced this situation before. Their companies don't hold them responsible and said if there are outages they understand. She said well this company is different and was forcing me to accept the verbal and mentioned if we don't, we won't be moving forward. I was even sending her pics of me having no internet and kept her up to date. I think that this is very unprofessional, illegal and something should be done. I also believe this is why the is always hiring and hires anyone because a lot of people either get separated from the company due to their policy rules or people quit because of the rules. This company needs to be look in to. If you're able to help me with this situation I gladly appreciate it.Thank you,*********************

  Business Response

  Date: 08/16/2022

  Good morning, 

  Please be advised that we have discussed this matter with our employee and this is now resolved. 

   

• Initial Complaint

  Date:08/11/2022

  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.

  Usaa pays you to provide roadside assistance. You failed horribly to provide customer service when a paying customer required your ********************. I was told to locate someone myself and pay for it out of pocket. When asked if I would be reimbursed, all your representatives had no answer, no idea if I would. Why does USAA or anyone have to pay you to provide crappy unreliable service and place the responsibility on the customer to get ********************?! Pay me back all the money I paid monthly for this service for all my vehicles!

  Business Response

  Date: 08/12/2022

  Good afternoon,

  We had the pleasure of speaking with **********************. We discussed the series of events that took place. An apology was extended for the poor experience received. We advised corrective actions would be provided to the agents who handled the case. We expect our agents to be professional/knowledgeable of the programs they are working on. We inquired about an out of pocket expense advising that we could not reimburse anything paid directly to USAA directly over the last couple of months. She advised of their out of pocket expense and mentioned driving back and forth 2 hours. A gesture of goodwill in the amount of $350 was offered, which was accepted and appreciated. The customer was happy with the follow up and resolution. She had no further concerns. We ended the call amiably.

• Initial Complaint

  Date:08/11/2022

  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 vehicle needed a tow and my insurance company dispatched a driver who brought it to the shop. The tow driver lost my car key. My insurance company contracts with Agero to provide towing claims, apparently. Agero sent me a Word document form to fill out and requested a quote from a dealer to replace the key. I submitted that paperwork. I received an email on July 22 from Agero that they would be contacting me within 1-2 business days. It is now August 11th. I have yet to hear from them despite my emailing Agero and demanding an answer by August 5th. I've called and nobody answers the phone, or I get transferred to another number that just rings.

  Business Response

  Date: 08/12/2022

  Good morning, please be advised that this is an open and active file. We will have someone from our team contact the customer today to discuss this matter further.