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

  PO Box 9145 Medford, MA 02155-9145

• 

  Agero

  PO Box 9105 Medford, MA 02155-9105

• 

  Agero

  1 Cabot Rd Medford, MA 02155

• 

  Agero

  2971 International Blvd Clarksville, TN 37040-6283

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:11/08/2024

  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 called ****** Roadside Assistance on 10/25/24 at 3:49p EST re having a CSR define what the difference was between Roadside Assistance with my warranty, and Roadside Assistance Plus. I was transferred multiple times, until I was finally transferred to an individual, named *******, (whom does not exist according to ******). He then explained that the ************ had extra features. I said to him I dont need those and he then said, ok, I am the one that cancels it. I went on to tell him that I was going to close that checking account at the end of the month, and was led to believe that the service was going to be cancelled. On 11/5/24, I received an email from Agero stating my coverage will renew the next day on 11/6/24. I am a hospice nurse. I work 12+h a day and drive long distances. I did not think I needed to check and see if the coverage was ended, I only saw that email and regarded it as an automated system error. I get an email from ********** stating insufficient funds. When I check, Agero did in fact pull the funds ($79.95) from my acct and caused me to incur an overdraft fee ($34.) I called today and was transferred twice whom I then spoke w *****. She asked me for the Roadside Plus account number, but, I could not find it in the My ****** App, under subscriptions because it in fact was cancelled. She heard me tell her that I could not find the acct, but, she proceeded to cancel the acct today. I received a follow up email from a ****** ****** making it seem like I probably cancelled my Starlink acct, on the 10/25/24, and not The ****** Roadside Plus. I told him my ******** acct does appear I said to Mr ****** theyre withdrawal of funds caused me to have an overdraft fee. He said they will not refund the overdraft fee. Also, Ageros emails do not have a physical address, only an email to communicate. On 10/25/24, the *** I spoke with stated the call was at ******* location I have a ******* name in my notes for that day.

  Business Response

  Date: 11/12/2024

  We are reaching out to the customer to verify her mailing address in order to issue the payment.  A refund for the $79.95 was completed on Nov 7th, but we need to obtain a good mailing address to also send the overdraft fee to them in a check form. 

• Initial Complaint

  Date:11/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a flat tire in the front on passenger side while driving on 10/30/24. I called progressive for roadside assistance. They sent me a towing company w a guy who called me abt 40 mins or so prior to his arrival asking what I needed. I said I needed help change the flat tire to my spare tire which I have in the trunk and it also comes w its own kit. He said ok. He came swap out the tire, didnt even look at the kit. He left. I started driving down the road almost right after him, quickly realized there was something really wrong because it made this loud noise! I pulled over again and decided just to call ******** for towing assistance since I had a feeling the guy did something really wrong. Next day, the shop at dealership called me and said the wheel hub is now completely damaged due to the wrong lug bolts being used when that person changed my tire! The shop also said theres instruction on the spare tire clearly stated do not use regular bolts with this tire! Im dumbfounded! I immediately called progressive and they kept sending me to file a claim w this company called Agero. Long story short, it costs $3000 to replace and fix everything that the guy they sent me caused! its been over a week and after multiple phone calls, emails, pictures, video were sent to prove that the towing guy screwed up my car, I still heard nothing from Agero! I have a job and a child! Imagine living without a car for a week! They flat out told me in my initial phone call that if I rent a car Ill have to pay out of pocket! What an immoral business!! They never returned my calls nor emails! This kind of business needs to be shut down to protect consumers! Somebody needs to pay for my claim so I can fix and have my car back! I am beyond frustrated!!! The fact that it took this long and however long its gonna be for something that should have been so black and white is beyond ridiculous!!

  Customer Answer

  Date: 11/18/2024

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

  Business Response

  Date: 11/19/2024

  We can verify that the customer was contacted on 11/18/2024 by telephone.  He was advised that the damage review was complete and he would receive a check for the damage estimate provided.  We believe the complaint has been resolved to the customer's satisfaction.

• Initial Complaint

  Date:11/07/2024

  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.

  So I used this company through my insurance company for roadside assistance. The wrecker driver damaged my vehicle while towing it to mechanic shop and I filed a claim per usual, however my claim was denied based on them tell8ng me the damages were preexisting so they couldnt honor my claim however thats a false notion. They sent me an email with pics and soon as I saw the pics in the email I realize the fraud being committed by the tow truck driver. So after he damaged my vehicle because he didnt properly secure it he brought my car back near my apartments but not back to where he originally picked it up he unloaded it on the feeder road of the ********************* and took new pictures to make it look like as if thats how he picked it up. 100% fraud. So after I made them aware of this they send me an email that they would reopen my claim n now Im just playing the waiting game. Ive reached out numerous times and still have not got a response from the agent assigned to my case. Im not happy at all that they provide insurance for these corrupt and dishonest towing company. The towing companys name is:Instant Roadside Assistant ********************************************************************** ************ ******* ****** Also want to make a complaint about that towing company listed above because theyre the main reason behind this situation. Theyre doing shady business and committing fraud.

  Business Response

  Date: 11/12/2024

  Based on the additional information, after a second review we have reversed the initial decision and payment will be issued to the customer.  We will notify the customer via telephone and email on 11/12/2024.

  Customer Answer

  Date: 11/12/2024

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

  Customer Answer

  Date: 11/19/2024

  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. 

  Hi, so I havent heard back from the business regarding the payment on the claim after the the company agreed to make payment regarding my claim. If you guys can please reopen my case n reach out to the business, Agero roadside insurance, regarding this matter. Theyre basically giving me the runaround as I am not getting any responses from them via phone/ or email after they agreed to make good on payment on 11/12/2024. And I am unable to speak with my case manager or any supervisor for that matter being that they will not respond to any of my messages. Its very frustrating and this is not right. Can you guys please reopen my complaint so I can have a resolution in a timely manner. Thank you very much for your assistance in this matter. Have a good day.
  

  
  

  Business Response

  Date: 11/26/2024

  We can confirm that we contacted the customer on 11/14 to notify him we were issuing payment for his damage complaint.

• Initial Complaint

  Date:11/05/2024

  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 October 2nd, 2024, Agero was contacted through USAAs roadside assistance to unlock the 2023 Corolla Cross vehicle. Services were provided to unlock the vehicle, that resulted in damages to the vehicle. These damages were reported to ****, resulting in claim #*********-802. On October 3rd, 2024, Agero's Damage Team contacted the claim maker, **** ********, who forwarded the directions to the insurance holder, ******* ********, through an email correspondence requesting the following documents: 1.) Damage form 2.) Estimate 3.) Pictures Agero assigned the Case #*************** On October 9th,2024 all requested documents were provided to Agero's damage team via email, provided by ******* ********. Since then, ******* ******** (co-owner of vehicle) and **** ******** (co-owner of vehicle) have contacted the damage team many times dating back from October 16th, 2024 to November 5th, ************************************************************************************** addition, **** has been contacted many times as well who report Agero has made no contact with the company regarding the damages made on the insured vehicle. Agero has not made my daughter, ******* ********, or myself, **** ********, regarding the investigation pending for the damages inflicted on the vehicle despite all documentation being provided.

  Business Response

  Date: 11/12/2024

  Upon review of the complaint, we can confirm that as of 11/12/2024, we have issued payment to the customer. She was notified via phone and email of the decision to honor the damage estimates.

• Initial Complaint

  Date:11/05/2024

  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 October 2nd, 2024,Agero was contacted through USAAs roadside assistance to unlock the 2023 Corolla Cross vehicle. Services were provided to unlock the vehicle, that resulted in damages to the vehicle. These damages were reported to ****, resulting in claim #*********-802.On October 3rd, 2024, Agero's Damage Team contacted the claim maker, **** ********, who forwarded the directions to the insurance holder, ******* ********, through an email correspondence requesting the following documents:1.) Damage form 2.) Estimate 3.) Pictures Agero assigned the Case #*************** On October 9th,2024 all requested documents were provided to Agero's damage team via email, provided by ******* ********.Since then, ******* ******** (co-owner of vehicle) and **** ******** (co-owner of vehicle) have contacted the damage team many times dating back from October 16th, 2024 to November 5th, ************************************************************************************** addition, **** has been contacted many times as well who report Agero has made no contact with the company regarding the damages made on the insured vehicle. Agero has not made contact with me, ******* ********, or **** ******** regarding the investigation pending for the damages inflicted on the vehicle despite all documentation being provided.

  Business Response

  Date: 11/12/2024

  Upon review of the complaint, we can confirm that as of 11/12/2024, we have issued payment to the customer. She was notified via phone and email of the decision to honor the damage estimates.

  Customer Answer

  Date: 11/16/2024

  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:10/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car stalled out on busy highway frontage road on June 27th, 2024. It took tow driver 2 hours to arrive, and they were unable move my *** (car unable to start) I initially thought i must need new battery or worse case (alternator). I didn't initially believe I would have to file claim through my car insurance. Police Officers stopped and waited with me after numerous calls to tow driver, due to stalled car on busy highway. When driver arrived, Officer watched as driver painfully dragged my car w/chains & hooks, the driver failed to bring the tool needed to pull my car. I commented that i was grateful my *** was solid and I had NEVER been towed in the 10yrs Ive owned itcar was eventually towed to ************** whom confirmed it was a serpentine belt that would cost $800, they failed to include the damage caused by the tow driver in their diagnostic report. They only included minor visual body damage like scratches I was aware of, I drove my car home and my car started to shake, it felt like a tire was about to fly off. I stopped at tire shop and they confirmed It was not the tires. I called the Sun Automotive and they asked to bring car back. I had the car towed 07/11/2024 to a *** mechanic who took pics of the damage done by Agero **************. He also stated he had customers with similar complaints with same tow companyand confirmed cost initially $1961.59 was revised (found addl damage) final cost $2884.07 ( Trailing arms snapped) under car. I reached out to my car insurance whom confirmed my deductible was $1000 and Agero would be the responsible party,;Ive had to take out $4500 high interest loan to ensure my car was fixed correctly, believing I would be reimbursed within reasonable time frame. Its been 5 months and they continuously send me to VM. This is my final attempt, I pray BBB can help. May require advice on how to obtain Free Legal Representation. Hopefully it will not come to this. Its been total nightmare!Please help!*******

  Customer Answer

  Date: 11/06/2024

  I have not heard from the business in response to my complaint. I have received numerous vm claiming their calls go straight to voicemail and continue to request a verbal statement.  Each time Ive reached a live person they claim they are not the person requesting this Verbal Statement and state they will pass my message to the person assigned to my case.  And this continues to go no where.  Month after month I am giving the run around, regardless of providing numerous written statements & verbal vm statements.  Beyond Frustrating! 

  Business Response

  Date: 11/07/2024

  We have made numerous attempts to reach the customer and through email letting her know we needed to gather a statement.   The phone number xxx-xxx-5934 was confirmed by the customer the number to reach but we were not successful in reaching her. We have emailed her to set up a good time but the calls go directly to voicemail.  The customer needs to respond to our email to confirm her telephone number so we can discuss the damage review.
  
  

  Customer Answer

  Date: 11/14/2024

  [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:10/21/2024

  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.

  They denied the claim that one of their towing contractor damaged my truck, we submitted all pictures and repairs Invoice with Hourly labor rate and still denied because I submitted it late

  Business Response

  Date: 10/28/2024

  We have no evidence to support the claim that the service provider damaged the vehicle. There is a photo of the vehicle with a chain bridle used to load it front first on the flatbed. However, there is an issue of when the damage was reported. There was a three-month lapse in time of reporting the damage. During that time, the shop had the vehicle for 10 days and the customer had custody of the vehicle for the remaining part of the three months. The customer could not produce photos that would support that the damage occurred during the tow three months prior. The lack of corroborated documentation prevents Agero from holding the service provider responsible for this loss. 

• Initial Complaint

  Date:10/18/2024

  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.

  Hello, my name is ****, and I need assistance regarding the damage caused by Agero ************** to my property. I was involved in a car accident two months ago, on August 14, when my car sustained bumper damage while it was parked. I contacted State Farm on that date to file a claim. They initially estimated that my car might be a total loss and arranged for a towing company to inspect it. I agreed to this.After the inspection, I was informed that the car was not a total loss, and they would have the car towed to a body shop of my choice. I was still fine with this process. However, it took a few weeks, and on August 29, the body shop contacted me, reporting that there was significant damage to the roof of my car, which occurred during the towing process.I called State Farms claims department again to file a claim with the towing company. I submitted all the required documents to Agero ************** and provided them with the contact information of the State Farm representative handling my claim. On September 7, I received an email from Agero stating that they had closed the claim because I had already received payment for the damage. However, as you can see in the attached documents, I only received payment for the bumper damage caused by a different car, not for the damage caused by Agero.Please feel free to email, text, or call me if you need any further information. Thank you.

  Business Response

  Date: 11/05/2024

  We contacted the customer since we believed he was paid for the vehicle damages. The customer clarified that he was paid only for bumper damages related to an accident and will send over an email with proof of payment. He is alleging damages against the provider in regards to the roof of the vehicle.  We spoke with him on 11/01/2024 to advise the new damage estimates are under review and we will update him when completed.

  Customer Answer

  Date: 11/15/2024

  [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:10/08/2024

  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.

  Sep 22, 2024 I set up a tow for Sep 23.9/23/24 received confirmation that a truck was scheduled. We got calls almost daily and a few calls a day for the first week. Last week we received a couple calls but there's no **************** is Oct 8, 2024.OVER 2 WEEKS We have NOT gotten a tow. The only reason is because of Agero's bad history. Most tow companies in the area have them blocked, and those who don't, won't deal with them.They are not trying to help, only telling us that that's no one around to tow and we should source our own tow and they will "reimburse". From what I'm seeing online, this is classic Agero. They get you locked in to rsa, then can not or will not assist when the time comes. Agero needs to contact a company that will work with them to get my vehicle towed. They even told us numerous companies can help, but it's up to us to contact the tow companies. I'm paying for this service, why do that not need to provide service which is paid for already?

  Business Response

  Date: 10/15/2024

  We researched the complaint with the limited information provided.  In this case the vehicle was a 42 foot RV, weighing ****** pounds and the rear wheels would not turn, thus limiting our towing options.   Due to the nature of the disablement, location and the type of vehicle, we had difficulty securing a service provider with towing capability in the area.  At the time, we were able to locate a mobile mechanic who was willing to access and possibly repair the vehicle on site.  However, because this would involve out of pocket expense, the customer declined this option. As as last option we could schedule the tow for a future date when one of the tow providers advised his truck would be available at it was currently in the shop for repairs.  This option was declined, so we advised the customer they may seek to secure a company and submit for reimbursement.

  Customer Answer

  Date: 10/16/2024

  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. 

   

   

   

   

  Let me break down the false statements one by one: 

  Preface: This was an RV policy. 

  (The idea that they are using excuses like, "it's an RV of general RV size" would be laughable if it weren't criminal.

  The fact they can't get the length correct, after a dozen or more calls? ********.

  Their constant lies and blame shifting? To be expected. Anyway. On with the show.)

  1)"42 foot RV, weighing ****** pounds and the rear wheels would not turn, thus limiting our towing options. "

  Vehicle is 40ft, as stated numerous times to CSR on phone. Not 42ft. More than 6 times this information was relayed to you, and each time it was ignored.

  The wheels don't turn, bc they aren't steering wheels.

  They are "locked" while in Park, but, as stated SO MANY TIMES, are 100% able to be unlocked. No problem. Told you guys this each time you called.

   

   2) "Due to the nature of the disablement, location and the type of vehicle, we had difficulty securing a service provider with towing capability in the area.  "

  The nature of the disablement had nothing to do with your difficulty finding a suitable company. The issue, as stated by each company, was that Agero wasn't going to reimburse them. They also stated that, if Agero DID send money, that in 90 days the money would taken back by Agero.

  Location? Be more specific.

  Geographical? Maybe that's a problem bc YOU've done dirty all the companies in this area.

  Physical location? Nah, but your *** did try and put that blame on me in the end. ... Call #2,567,934:  "Well, maybe it's too far from a road? We have rules, YOU KNOW" lady, our next to a main thoroughfare. It's not in a physically impossible location. It's on the side of a large, wide, quiet road.

  TYPE OF VEHICLE: Nope. Not an issue. The providers i contacted all had equipment to tow our exact vehicle. I am 100% sure, since we contacted their other big clients and double checked their specs. Same same. Even gave you guys their clients' info to contact them and they agreed with this statement, on the phone, with your CSR 

  Same vehicles. 

   

  3)"At the time, we were able to locate a mobile mechanic who was willing to access and possibly repair the vehicle on site. "

  No, you did not. 

  Never. Ever.

  "Possibly" is not a working term here. It's a qualifier placed by Agero in order to shift blame. Tacky tactic.

  Additionally, though completely irrelevant, the request was for a tow, not a mobile mechanic. We have a mechanic. We needed a tow.

   

  4)"However, because this would involve out of pocket expense, the customer declined this option. "

  Again, no offer was made. We were told to find out own tow company on day 3. And again on day 4. And day 5. And day ******* It's day 21.

  5)"As as last option we could schedule the tow for a future date when one of the tow providers advised his truck would be available at it was currently in the shop for repairs. "

  This offer was accepted, and your CSR told us the company was not answering the phone. That was 2 weeks after the tow was requested. We were told there were no companies that would deal with Agero.

  Period.

  6) "This option was declined,"

  No. It was not. Your CSRs never followed through, now did their jobs.

   

  7)"so we advised the customer they may seek to secure a company and submit for reimbursement."

  Well yeah. That's what we were told every day from day 2 or 3. That Agero couldn't help us, and we should find out own company.

  Eachtow company advised us that, from their own experience, they should earn me that Agero does NOT reimburse customers, regardless of the empty promises they make. The companies advised me that this was an ongoing and recurring issue they had dealt with. Hence their refusal to deal with Agero.

   

  That's is.

  This is an awful company which works on deceit.

  They bring in plenty of money for RSA, but complete few claims. They have dark business practices and should be outlawed.

  Numerous people have spoken about starting class action lawsuits against them. 

  I'm cancelling my insurance and *** and telling the company that the rain is directly related to Agero. If Flo does your insurance, or ***, know that these are the incapable low life liars who will be scamming the hard working tow truck drivers AND the customers.

   

  __________________

  Alleged human responding to me, please read this:

  Dude  I gave you all the info you needed when you received my phone number. 

  You didn't need to play around like my referral code is limited information. Come on now. 

  Then you reply, showing you have had all the pertinent information all along, but wanted to try and maybe yourselves look better. 

  You're failing. This is a bad look on you. 

  Is the paycheck really worth it considering the number of people you've taking advantage of?

  Since your company isn't interested in doing their job, I wonder why you bother to do yours.

   

  
  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: 10/22/2024

  Our initial response stands with regards to the consumer's complaint. We researched the complaint with the limited information provided.  In this case the vehicle was a 42 foot RV, weighing ****** pounds and the rear wheels would not turn, thus limiting our towing options.   Due to the nature of the disablement, location and the type of vehicle, we had difficulty securing a service provider with towing capability in the area.  At the time, we were able to locate a mobile mechanic who was willing to access and possibly repair the vehicle on site.  However, because this would involve out of pocket expense, the customer declined this option. As as last option we could schedule the tow for a future date when one of the tow providers advised his truck would be available at it was currently in the shop for repairs.  This option was declined, so we advised the customer they may seek to secure a company and submit for reimbursement. Under the circumstances, we believe that the customer was provided with options to resolve the matter at the time.

  Customer Answer

  Date: 10/23/2024

  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. 

   

  As I've stated, agero, your information is incorrect and you are giving false answers. I waited almost a month and your company's is unable to provide the service for which I have been paying for over 2 years. 

  I noticed you've still not been able to provide me with a tow, and you have no reply to the fact that your company renegs (takes back) any funds given for tows, or alternately, will refuse to reimburse. 

  BBB, this company is a fraud. They refuse to provide service. Upon contacting my insurance company, I was instructed that Agero is not a company with whom I should be doing business. The *** with whom I spoke agreed that they have dealt with numerous complaints about this company. 

   

  Numerous lawsuits have been brought forth against them.

  When the rebellion comes, Agero will be among the first groups lined up against the wall. Their inability to perform is truly envied by the makers of ******.

   

  Good job passing the buck yet again, and not doing the only thing you're paid to do. 

   

  Peace out, dampened-off sprout.

  I'm going to go pay in cash for a tow from one of the numerous companies in my area who are willing to do so, and who have the equipment. I am not EVER going to deal with Agero. 

  Agero's empty promises mean less to me than a blank piece of paper.

  It is infinitely cheaper to pay out of pocket for RSA, and if you have a smaller vehicle, just get AAA.

  They might also be awful to tow drivers, but at least they aren't THIS bad!!!

  [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:10/08/2024

  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 June 18, 2024, I had my car towed due to a faulty transmission by ****** Towing, dispatched by Agero. Because it was a hot day, I had my son with me and the tow truck couldn't accommodate his carseat, I left the vehicle prior to the tow truck arriving. I was unable to view the vehicle when it was dropped off at the dealership but noticed the following day, when we were taking it home, that there was damage to the rear passenger door. I brought it up to the dealership and they sent me screenshots from their security system that showed it already damaged. I reached out to ****, who directed me to Ageros damages department. Per their request, I got an estimate (of over $3000 due to structural issues with the door that should be protecting my son in an accident), images, and a statement. After a few days, I received a decision from agero, denying my claim due to the following:1) The damage does not seem to be related to the tow service.2) The provider submitted photos taken before and after the service. In the photos taken before the service, the damage is already present.3)We cannot rule out that the damage is not a pre-existing issue unrelated to the service.4)The damage is not in an area the provider operated on during the tow service.5)The vehicle was towed front first on a wheel lift tow truck. This method of towing would not typically cause damage to the quarter panel of the vehicle.However, I was parked facing a river (about 6 feet away), which would have necessitated the driver backing my car out of the spot and, I believe, hittinf my right rear quarterpanel on the tow truck. The photos of "before" service is was sent show my vehicle already attached to the tow truck and damaged. Agero has no photos that show it was damaged prior to them arriving. I have reached out in many ways to ****, my **** and both he and management have been unresponsive. At this point, I am strongly leaning towards filing a claim with **** to let their lawyers deal with it.

  Business Response

  Date: 10/16/2024

  As a courtesy, our company will review a damage complaint, but we are not an insurance company.  If there is definitive evidence of tow damage such a as video or photo evidence, we may reimburse the customer and charges the service provider for the cost of the damage.  In this case, we  are unable to honor the damage complaint. The damage does not appear to be related to the tow service. The tow provider submitted time-stamped photos taken before and after the tow service. In the photos taken before the service, the damage is already present. We cannot rule out that the damage is a pre-existing issue unrelated to the service. The damage is not in an area the provider operated on during the tow service. The vehicle was towed front first on a wheel lift tow truck. This method of towing would not typically cause damage to the quarter panel of the vehicle. Based on the evidence provided, the service provider is not responsible for the damage.  The customer can choose to pursue the claim with the tow provider's insurance.

  Customer Answer

  Date: 10/16/2024

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

  I have already stated in the original complaint that Agero's reasons for denial of my claim are false. The photos that they are claiming as proof of pre-existing damage clearly show my car *already* connected to the tow truck. And while yes, in normal circumstances, the rear passenger door is usually not involved in a front first, wheel lift tow situation, when the driver had to back my car out of the parking space it was in and the tow truck (as evidenced by the photos) was facing and parked to the right of my vehicle, it is entirely plausible that he backed the side of my car into the rear of his own truck to get it out of the space. (I was parked in one of the spots visible in the photo *facing* the water so he would have been unable to hook up my vehicle without driving it unless his tow truck is also a submarine - see large body of water and sailboats in the background.) I have repeatedly requested additional photos that may actually show the pre-existing damage they claim and have been ignored, both by phone and email.  I've spoken to my own insurance company, that pays Agero to manage their roadside service, and they say I have to talk to Agero's damages department. Agero is now telling me I have to talk to the tow company's insurance, which has been impossible since I can't get ahold of anyone at the tow company to find out who their insurer is and no one at Agero is returning calls or emails.

  I wish I had had the foresight to take full, 360 video and photos of my car prior to leaving it (and I will in the future) but I had an overly tired toddler on a 100 degree, already stressful day, the tow truck had no way to accommodate a car seat and we had to take a Lyft to the garage, so my car being damaged while I was gone and the truck was en route didn't even cross my mind.
  
  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: 10/30/2024

  
  
    
  On June 18, 2024, the vehicle was picked up by the service provider. The photographs provided by the service provider clearly show  the damage to the edge of the back passenger side door  The customer was not present and there is no way to hold the service provider accountable for these damages.  The service provider took photos of the damage at the pick up location and the damages were present in these photos.  The customer does not have photos of the vehicle condition on the date of service.  After conducting a thorough investigation into the complaint and carefully reviewing all submitted evidence, including photographs and statements, we uphold the denial of the damage reported.

  Customer Answer

  Date: 10/31/2024

  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 photographs provided by the service provider clearly show  the damage to the edge of the back passenger side door."  I have been requesting these photos for months and have only received photos that show my car *after* it was connected to the tow truck. They are right, I can't provide
  
  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,

  *******