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:04/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/02/24 I contacted Agero to have my spare tire mounted because I had a piece of metal lodged in my tire and it was flat. They sent a lock ***** in a passenger car who stripped 2 lug nut stems with a compressor. It cost me $509 to repair the damage. I sent itemized bill and text messages from the lock ***** who damaged the car. Agero denied the claim saying there wasnt enough evidence . (This is the second time this company damaged one of my vehicles. The first time I requested a flat bed tow for my classic *** roadster the wasnt running to be towed 55 miles. I couldnt meet the driver but when he arrived he did not tow the car with a flat bed and dragged the car over uneven terrain. The car wasnt running so I dont know the damage. A $450 tow charge)Agero does not return calls or emails. Its been 5 months and hours on the phone.

  Customer Answer

  Date: 04/19/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a damage claim on a damage made by tow truck driver to my truck back in December 2024, Ive been at this this December, so far they have only paid out 1 portion of the damage, they requested further information which l successfully sent out to them in the beginning of February, they havent responded to me since then. Ive called several times, Ive emailed the person handling my claim, left several messages and sent several emails and they fail to respond. Im considering taking legal action as this is unacceptable. A *** always tells me the person will call me back and they never do! I havent been able to use my truck since the damages have not been paid out and ***aired making me lose even more money!

  

  Business Response

  Date: 03/26/2025

   The customer has received multiple notifications regarding the requirements for repairing the damaged cover. In our previous email, dated February 24, 2025, we outlined the necessary steps with considerable detail. The primary concern with the provided estimate is that it appears the customer is seeking a replacement of the tonneau cover, yet the part number listed for $2,225.00 corresponds to paint rather than a replacement. The estimate indicates a $0.00 charge for the tonneau cover part itself. We understand that the customer is not looking to paint the cover, but rather to replace it.
  
  A subsequent email was sent to the customer on March 7, 2025, which reiterated the documentation needed to facilitate the tonneau cover payment. It is important to note that all estimates are subject to approval. As of now, the customer has yet supplied the required documents.
  
  

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Provider came out to do a lockout. After successful attempt and driving, I came to park and could no longer lock my door. I took it to pep boys and they explained that it's due to the lockout damaging the anti theft mechanism in the ***. I opened a claim with Agero, they work with progressive insurance. After 3 weeks, they are claiming its wear and tear. They say pep boys agreed and they denied the claim. I called ******** and they deny saying that it was because of wear and tear. They said they could not provide pictures because it requires taking the door apart. The *** from Agero lied to me, her name was Electra *******. Now 3 weeks later, I'm having ****** from pep boys call them back to explain his position that it was because of the attempted lockout and he can't provide pics until he tears apart the door. Please help me. I feel they are being bullies to me.

  Customer Answer

  Date: 03/24/2025

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

  

  Business Response

  Date: 03/26/2025

  We notified the customer that we cannot find evidence that the service provider damaged the door. We are unable to honor the damage complaint. The original reason for the service was a lock out. The reported damage is to the door lock actuator. According to the repair facility the damage is consistent with wear and tear. We spoke the customer's contact at the repair shop and they could not confirm the damage was related to the lockout service and could not rule out wear and tear. We can not hold the service provider liable for the damages as the damage may have been pre-existing.
  
  

  Customer Answer

  Date: 03/31/2025

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

  The lock was working fine before the lockout was attempted.  I was able to use my door without any issues, there were no signs of wear or noise, etc. That would suggest such a issue.  Why would the lock immediately stop working, completely after the lockout?  ****** from ******** has told me on a number of occasions that this is from damage done during the lockout.  He even took the number of Electra, and said he called her again to confirm this.  I've attached AI from Grok also referring this as a issue caused during the lockout and how to handle this situation.  I've also had my lawyer send a demand letter to the company and emailed it to them Separately.  I've suggested buying the part for cheaper and taking to ********,  in good faith I suggested using used parts, moving it to a different service provider, etc many various times everything was declined with no good faith from this company.  I will have to file a small claims case if this is not resolved in the next coming weeks.  I've now been without my vehicle for over a month a half, contributing to other costs and hardships and company has shown no good faith in any way.  Completely refusing responsibility and treating me awfully after clearly damaging my car beyond use leaving it as useless. 

  
  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,

  Yaniv

   

   

  

  Business Response

  Date: 04/08/2025

  After reviewing the statements, documents, and repair bills, we find no evidence that the service provider damaged the vehicle.  There are no diagnostics to determine why the actuator failed.  There are no photos of physical damage. There is nothing indicating that the actuator issue is related to the lock out service other than the customer is claiming that it is. The customer is alleging that the provider used incorrect tools, however the customer never submitted any proof to support that theory.
  

  Pep Boys was called and there was a discussion with the service provider. This vehicle has been sitting at their location and has other issues to be repaired.  The service writer also stated that he has not worked on the car because the customer has not authorized him to work on the issues. 
  

  If the customer still believes the service provider damaged the vehicle he may file a claim with the service provider's insurance.

• Initial Complaint

  Date:03/10/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 8th I had my truck towed due to it having a flat tire. Plush Tow and Transport towed my truck to Richline mororsports to have new tires put on. Once the tow truck dropped my truck off Richline when out to the parking lot to pull my truck into the bay when they documented I had several warning lights on my dash. I went to pick my truck up and noticed I had an ABS, advance stability control, traction control, rear park fault aid, cross traffic monitoring, hill start assist, lights were all on. I took my truck to the **** dealership where they advised my rear wheel speed sensor and wiring harness were damaged. The sensor and wiring harness are located by the rear axle. The tow company hooked my truck up from the rear by the rear axle to pull it onto their flat bed. This is what caused the damage to the sensor and harness. These warning lights were not on my truck prior to the tow. On top of that they coursed and gouged every wheel on my truck. Agero stated they refused my claim because the tow company had pictures that showed my wheels were damaged prior to the tow however they refuse to show the proof of those pictures. They state they cannot find the company liable because the damages existed prior. This is not the case because I have pictures and videos of my truck two days before it was towed which shows I did not have any damage to any of my wheels on my truck. They also refused my case because they said they never received an email with labels on each wheel. This is also false because I sent them an email on 2/3/25 which shows pictures of each wheel and also every wheel is labeled. Both of these disproved Ageros findings. They also will not respond to any emails nor make call backs from voicemails left. Anytime I call my case manager she is never at her desk no matter the time of day. Ive tried contacting them via email saying I have proof my wheels were not damaged prior to the tow and each wheel was labeled in an email. Wheels cannot be fixed.

  Customer Answer

  Date: 03/20/2025

  I have not heard from the business in response to my complaint. As of now the case has still been denied and no resolution has been determined. They have not gotten back to me after I sent information pertaining to the claim to overturn their decision. I have pictures and videos of my truck before the damage. Those have been sent to the company as well. I sent side by side pictures of the wheel that the tow company took and what the wheels look like after. It is clear as day that the wheels did not have damage on them before the tow. 

  

  Business Response

  Date: 03/26/2025

  We were able to get in contact with the customer. We are currently pending additional docs from the customer that would support their case. Once it is received we will review the additional docs and follow up.

• Initial Complaint

  Date:03/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 3, 2025, my boyfriends vehicle broke down on I-20 near ****, *******, at 12:00 AM in 18-degree weather on a dark, remote highway with a nearly dead phone. He contacted Progressive for roadside assistance and was transferred to Agero, Progressives Roadside Assistance contractor, who promised a tow truck within 90 minutes. It never arrived. He learned the towing company couldnt respond after he called them directly at around 1:30 am when no one came to tow him. Agero didnt inform him the tow truck did not respond nor did they arrange an alternative, saying help would come "in the morning." I called Agero at 1:30 AM; reps ******* and "***" refused ID numbers and advised him to lock the truck and find somewhere safeimpossible in that area. By 3:00 AM, I lost contact; he called from a hospital at 10:00 AM.The next day, I contacted Agero, Progressive, and my insurance agency about Ageros failure, but Agero never followed up. Since no tow truck arrived, my boyfriend flagged down help at 7:00 am and paid $275 cash to ***** Tire Shop in ****, **. After the truck was dropped off he went to the hospital. We submitted a claim to Agero to be reimbursed for the tow truck we arranged ourselves after they abandoned him for over 7 hours, but they disputed the receipts legitimacy, demanding "something more" without clarity, undermining their roadside assistance reliability. Agero must reimburse the enclosed expenses for abandoning him over 9 hours. They can verify the cost with ***** Tire Shop directly.This is a case of Breech of Contract in the insurance agreement for failing to provide roadside assistance as well as reimbursement for out of pocket roadside assistance as outline in the Contract we have with Progressive ad their Roadside Assistance contractor Agero.

  Customer Answer

  Date: 03/18/2025

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

  

  Business Response

  Date: 03/19/2025

  According to our records, we spoke with the customer on March 12, 2025 at 3 PM CST. We discussed the events that occurred, and extended an apology for the poor experience and delay. We also explained the steps we're taking to improve our service going forward.
  
  Regarding the reimbursement amount, the customer confirmed it was $275 and that she had been notified a check was sent on March 7th. We informed her she should expect to receive it on or by March 27th.  We believe the matter is resolved at this time.
  

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called **** for road side assistance and they contracted Agero to pick up my vehicle. They knew what vehicle they were picking up. My 2022 F350 Tremor is a large and heavy truck. they send a rollback that is too small for my truck, with a driver who cant speak English to pick up my truck, after backing into my truck, luckily he hit the hitch he had to get me too use my ranger to pull my truck out from under the carport, doesn't know how to operate tow truck, then he winches my truck all the way forward into the headache bar of his truck, when i try to tell him that will damage my truck he argues with me and says its plastic, it ok. then he winches ***** rings into my factory black rims and damages them. grill damaged, **** emblem damaged, two wheels, damaged. **** dealer looked at it and said they don't recommend trying to fix wheels. they gave me a quote to repair. Agero said they would allow for repainting of my two wheels not replacement. We know this wont stick to factory finish. Not acceptable. This is a $95,000 plus truck. under warranty. if not resolved we will be going to court.

  

  Business Response

  Date: 03/04/2025

  We conducted a second review of the  damaged rims. We made contact with the customer and resolved this issue with paying the difference for the rims.  This was discussed with the customer and payment will be issued to the customer directly. 

  Customer Answer

  Date: 03/04/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:02/25/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a dead battery so I called Progressive roadside assistance and they sent Agero. A very young man showed up and spent less than five minutes with my car. He told me the battery was fine and the problem was an ignition switch so I would need a mechanic to fix it. I called a mobile mechanic. He confirmed that the battery WAS dead and charged it up. It's still fine two weeks later. They charge a minimum of $165 to come out so I had to pay that, too. I called Agero and was told that they initiated a refund request but never heard back. I disputed the transaction on my credit card but Discover found in favor of Agero and the $95 charge remains on my account. Because the ********************** employee rushed and misdiagnosed the issue, I ended up spending over $250 for a simple battery charge.

  

  Business Response

  Date: 03/04/2025

  We reviewed the customer's complaint and we refunded the charge of $95.00   We left a voice message for the customer that the $95 would be refunded to his account and emailed a copy of the refund confirmation advising of the same.

  Customer Answer

  Date: 03/04/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:02/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My suv was towed from my home to Discount tire. After my vehicle was dropped off, Discount tire called to say they couldnt put new tires on because my car wouldnt start to move into the garage. The next day I called for another tow from the same company to get my SUV from Disciunt tire and bring it to Auto Aces to fix the mechanical problems. After my car is fixed (battery, fuses) and I go to pick it up I notice my front end is all damaged. I go into ********* to ask about the damage and they informed me it was dropped off that way. I submit a claim with Agero and was ultimately denied. The reasoning being that they had a picture of my car at drop off at Discount tire with no damage and another photo of my car at pickup to bring to Auto Aces with damage. This all pointing them to say that something happed while my vehicle was at Discount tire and it was no fault of theres. I then requested the photos to see why my claim was dismissed. One of the two photos was my car at drop off to Discount Tire with no damage but the other was in fact a drop off to Auto Aces with damage l. This meaning I was missing a pickup photo from Discount tire to Auto Aces. I requested that photo multiple times from my representative, emailed from the website and called multiple times requesting to talk to a manager. This company is responsible for over $4,500 in damage to my vehicle and they are taking no accountability.

  

  Business Response

  Date: 02/28/2025

  We completed the review of the damages reported. This case was approved for payment and the determination was delivered to the customer. We will honor the damage complaint and payment will be issued.

• Initial Complaint

  Date:02/20/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 02/28/2025

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

  Customer Answer

  Date: 03/02/2025

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

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 02/28/2025

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