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 has 8 locations, listed below.

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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:08/10/2022

  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 am a USAA member, and retired Air Force veteran. My card over heated yesterday 8/9/2022. I was at home when this occurred.I contacted USAA's roadside assistance to arrange a pick up time to have my car towed to the local Jaguar dealership. The allowed time was between 0600-0800 on 8/10/2022. I was called by Agero, who is affiliated with USAA as far as my knowledge goes at **** in the morning saying I would get a text with the arrival time of the tow truck. I was reassigned 3 time during the course of the day. It is **** in the evening, I have had to cancel appointments to be at home for a tow truck that never shows up. I just got off the phone with Lexi who contacted yet another towing company, only to tell me that she has to find someone else to do the tow. I would receive text messages that the tow truck was on it's way, this is after waiting 2 to 2.5 hours, only to call Agero, and they tell me they have to find another company. I have never had this type of experience with USAA.

  Business Response

  Date: 08/16/2022

  Good morning,
  
  The member used the mobile app on 8/9 to request scheduled services on 8/10 at 6:00 AM PDT (9:00 AM EDT). On 8/10 we began provider contacts at 7:00 AM EDT and our agents did have difficulty securing a provider. We secured at 11:15 AM with ************ with a 90 minute ETA. We had a follow up at 1:27 PM and they extended their ETA by 30 minutes. The member called back for an update at 2:35 PM and our agent was unable to reach the provider and reassigned. We secured at 2:36 PM with All Star Towing with a 120 minute ETA. We had a follow up at 4:55 PM and they extended their ETA by 28 minutes. At 5:25 PM they requested to reassign as they had an issue with the service vehicle. We secured at 5:51 PM with Anytime Towing with a 20 minute ETA. They updated at 6:10 PM they were on site, and the member responded to text confirming. The provider updated at 6:59 PM that service was completed, and the member responded to text confirming.
  
  
  We attempted to reach ****************** and was unsuccessful. We were able to leave a voicemail with a formal apology and our callback information. We'll make another attempt and update again at that time.

  Customer Answer

  Date: 08/16/2022

  [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:08/10/2022

  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.

  The towing company's incompetent driver was unable to.correctly secure my motorcycle (set up tow for a flat tire) to the bed of the wrecker. Speeding on a turn caused the vehicle to slam to the bed causing MAJOR impact and rendering many damages to the bike (CHASSIS DAMAGE). It has now been a month and their damages department specialist hasn't reciprocated as yet. I have filed the damage claim through their website spoken to several CSR's to only be redirected to the damage department. The department requires an extension of the so called specialist (I never received) and it prompts one to leave a voice-mail TO WHICH I HAVE LEFT SEVERAL. I am currently still awaiting a response. ADDITTIONALY I HAVE BEEN ASKED TO SUBMIT PICTURES AND THE ESTIMATE MORE THAN ONCE. My vehicle is at the dealership and a payment for services and charges for the damages is due. I have called every day of the week and no reciprocation from Ajero.

  Business Response

  Date: 08/12/2022

  Good morning,

  We tried calling the customer yesterday but no answer so we left a voicemail introducing ourselves. We sent the customer a follow-up email and attached photos from the complaint asking them to confirm that they were the photos depicting damage of the bike. The complaint had many photos and several were photos of the bike strapped down on the flatbed, we also asked the customer to send us any additional photos of the damage if they had any. We told the customer we wanted as many damage photos as possible because we wanted to send the estimate off for a desk review since it is over $4,000. We will try following up with the customer today and if we cannot get ahold of them.  We have been in contact with the Service Provider and they have discussed the complaint with us and submitted additional information.
  
  

• Initial Complaint

  Date:08/09/2022

  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.

  Spoke to ***** last week after filing a complaint with u guys I recieved a call to initiate the claim she told me next week which is this week she will call me been calling no call back no email back I just want my vehicle repaired or refunded for dameges

  Business Response

  Date: 08/16/2022

  Good afternoon, please be advised that this matter has been resolved. Payment for $681.16 has been issued to the customer and the customer informed. We consider this matter closed. 

  Customer Answer

  Date: 08/18/2022

  [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:08/07/2022

  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.

  On May 26, 2022, I locked my keys in my car. I called Progressive's Roadside Assistance, which I pay for monthly with my insurance, and they said someone would be there to help within ***** minutes. It took over 2 hours, by which point the car battery had died, as the key had been in the ignition, turned so the battery was on. The man who unlocked the car told me he could jump start it, but that it sounded like I must have a bad alternator. I told him no, the car had been sitting for over 2 hours with the battery and headlights on; of course the battery had died! I called Roadside back, and they told me to file a separate roadside claim for the jump-start. Then the man from roadside hooked up a battery starter and told me to try the ignition. Nothing happened. He waited, told me to try it again. Nothing. Now, this is a car I'd had not one single power issue with prior to this incident; it had been fully checked out by a mechanic less than 3 months previous and found to have no issues aside from exhaust, which I'd had fixed by this point; I'd only just purchased the car in March 2022. When the car wouldn't start the third time he told me to try, I looked in the engine and saw he had hooked up the jumper cables backward, with positive connected to negative and vice-versa. I told him, and he switched them, was able to start the car, but not until after he'd messed with my fuse box for several minutes, wiggled quite a few cables, and told me no, my alternator must be dead, that him switching the jumper cables couldn't have done it.The car has not worked properly since, and every issue has been electrical. I now do have to replace the alternator, to the tune of over $400, and it was fine prior to this incident. None of my gauges worked after the jump-start, and the car would quit randomly while driving, placing me in danger. I am running out of room. I contacted Agero twice and received no response; Progressive told me they are the responsible party.

  Business Response

  Date: 08/08/2022

  Good morning, please be advised that we do not have a damage complaint on file for this customer. This is the first time we are hearing about their complaint. We are uploading a complaint for the customer and we will be in touch with them within 24-48hrs. 

  Customer Answer

  Date: 08/12/2022

  [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. 
  

  I do want to note, however, that I had made multiple attempts to reach Agero, and received no response. They had no damage claim on file because no one ever responded to me to take down information. It would be useful if their website provided customers better information to do this, as all Progressive provided me was Agero's name, and I had to track down anything further myself. Filing a complaint was the last in a series of attempts to receive a response from Agero in this matter. I do appreciate that such response was given promptly.
  

  
  Regards,
  
  Luc-*****************************

• Initial Complaint

  Date:08/06/2022

  Type:Billing 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.

  we've done several tow services through Agero to help their customer base but after our work was complete and they made payment through a credit card, they did a charge back and requested their money back. They insisted we didn't keep our ETA, well, an ETA is an Expected Time Of Arrival, not a guarantee. On several occasions, they got the charge back because we manual put the credit card in because it was sent via the internet, we had no physical card which gives them the upper hand. Well, we ate the cost on all 7 of their charge backs but we asked, pleaded and even begged them to have their people stop calling for additional services but they call our business 8, 10 even 15 times a day and tie up our phone lines from actual customers to ask us if we will help their customers. Of course we will not but now they are bordering on harassment, it's been several months and they know we will not assist them, therefore, they have their dispatchers withholding their name during the initial call hoping we will do the job for them. I would like for nothing more than for them to stop calling our business, they can keep the money they stole, just STOP CALLING please. Side note, we even have the customers sign their invoice but that wasn't proof in by their standards. They are a SCAM!!!

  Business Response

  Date: 08/08/2022

  Good morning, can you please provide us with all of your numbers that you want blocked from us? We will put in the request to have the numbers blocked as a priority. Thanks 

  Customer Answer

  Date: 08/08/2022

  [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.   Please assure they remove ALL numbers associated with ********************************* that I have attached with this response.  #************ - ************ - ************ and ************.  
  
  Best Regards,
  
  ***********************

• Initial Complaint

  Date:07/30/2022

  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 is used by progressive roadside assistance..they had me pay $125 for a tow and would not give a receipt so I could file a claim...cannot contact company to resolve. Needed a second tow and they charged $90 over the phone and could not locate a tow company so call had to be canceled and they would not refund the $90 for a tow that never happened. I had to locate a company and pay out of pocket.

  Business Response

  Date: 08/03/2022

  Reimbursement information for customer to file for reimbursement.
  
  
  The event was canceled by the insured and the overage she paid was also canceled. The charge is only a pending authorization. Meaning that the charge will fall off within **** business days as if the transaction never happened. We have informed our ****************** Team of the difficulties faced so the issue can be properly handled for the future. We have reached out to our reimbursement department and have been informed that there has not been a request for reimbursement submitted. The best way to do this is going to  www.progressiveroadside.com
  
  
  There will be a template that will need to be filled out and the receipt/statement attached. It can take **** business days to make a final decision. Once submitted you will get a claim number that you can use to check the status. 
  
  
   The roadside agents would not have access to send the insured a receipt due to them not being the ones to collect the payment for $125. This would have needed to be requested from the provider we referred her to; which was ******************* & Repairs HQ. Refund request for this amount if they did not do the service would need to go to them directly. 
  
  
  

• Initial Complaint

  Date:07/27/2022

  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.

  Agero *** Complaint:On July 12th I called Liberty Mutual for a tow due to my car having a flat and I dont have a spare, they dispatched someone through Agero. There was a nail in tire. The tow, once he left my subdivision was in some sort of accident because when going to discount tire my car was damaged, oil pan broken, scratches underneath and wheel bent. I filed a report the same day on July 12th along with full pictures and everything needed July 13th. I have received emails saying they will get with me 1-2 days and I have not had a follow up call or email. I have been emailing and no response and not able to get anyone on the line to help. This is so unfortunate and hurtful , the car was clearly damaged in transit and Im without a car. I cannot go through my insurance due to it being a damage claim from going through my insurance agency. I am a single mother and now no transportation for something that was totally not on my end. So no car, no contact or resolution from Agero. These companies should be illegal to do people this way. Its hard enough as it is and no one wants to handle issues or be responsible for what they are responsible for.

  Business Response

  Date: 08/01/2022

  Good evening,

  Please be advised that we have been in contact with the customer and we have obtained their statement. This matter is still being reviewed for liability. We will have a decision for the customer shortly. 

• Initial Complaint

  Date:07/27/2022

  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.

  Requested for a tow for a lost key the tow truck driver damage the passenger side of my car still submitted my claim form over threw swoop or w.e partner company sent me a email to fill out the form submitted the estimate damage picture all no response no phone number to call for a follow up jothing

  Business Response

  Date: 07/28/2022

  Good evening, please be advised that we have been in contact with the customer and we will have resolution early next week. 

  Customer Answer

  Date: 08/03/2022

  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. 

  [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,

  Mohamed