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Complaint Details
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Initial Complaint
08/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
After several hours of waiting for a tow truck in a city 50 miles from my home with my wife and two kids in the car, they canceled my promised tow truck shortly before midnight. In all they left us waiting for a dozen hours over night in a strange place in our car. The agents told us at midnight that there was nothing we could do, that they would put it in for 10 AM and we should wait. When we did finally get a two after all that time, the driver did not have space to take us along. This then required us to use public transportation for 50 miles in addition. Liberty Mutual includes this as "24 Hour Roadside Assistance" that implies that 24 hours a day you can expect help. Not just business hours. It also does not imply that in roughly 24 hours I may get help. I already complained to the company. I was promised a refund for my $135, but yet the charge came through. This service was more than SUBPAR. The city I was in has a population of 35k, and more than a dozen ****** results for a tow truck company. They left us stranded beyond any reasonable time, and have the audacity to charge a premium for it.
Business response
08/12/2024
Due to the delay and the lack of communication made to the customer, we have reimbursed the overage fee as a gesture of goodwill.. Please allow 3-7 business days for the funds to settle into the account. We made two attempts to reach the customer to advise and reached his voicemail. However, we were able to leave a detailed message with our contact information and case number.Customer response
08/12/2024
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
07/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Houston Texas Date 07/12/2024 Case Number: *************** name of support ***************************** Agero *********************** ************************************* I am writing to formally lodge a complaint against Agero regarding the improper handling and subsequent denial of my legitimate claim for car repair damages caused by their contracted roadside assistance provider, Road Buddy Solutions. Despite providing clear evidence and refuting Summary of the Incident: I experienced a flat tire and requested roadside assistance from my insurance, who sent me to Agero. Their service provider, Road Buddy Solutions, responded and, during the service, he unscrewed and removed the flat tire with no problem. However, he improperly put the lug nut tilted, not flat over the bolt, which cross-threaded the bolt and nut, and continued pushing the lug nut using force an impact drill. This negligent action caused damage to the wheel studs and lug nuts of my vehicle, rendering the car undrivable. Because the cross threaded damage caused by driver, The lug nut stuck in middle of bolt and was not installed all the way to secure the spare and was not removable either. Key Points of My Complaint: Negligence by the Service Provider: The provider used excessive force with an impact driver to over-tighten the lug nuts, causing cross-threading and damaging the studs and nuts. This method was inappropriate and negligent.2.The service provider did not document any pre-existing damage before beginning the service. The damage to the wheel studs and lug nuts occurred due to their improper use of an impact driver while installing the spare, not while removing the flat tire.4.I provided photographs showing the bent studs and damaged lug nuts, which were not present before the service. These photos clearly demonstrate that the damage occurred during the service event while installing the spare.Business response
08/07/2024
We reviewed the customer's complaint. Our records indicate that the customer was notified on 7/06/2024 that the damage review is complete and the check will be issued in the amount of the estimate provided.Initial Complaint
07/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On July 15th my car broke down, partially blocking traffic in ******, ***Through Progressive I requested roadside assistance. Progressive partners with Agero to dispatch tow trucks. Agero charged me the listed amount and a tow truck was said to arrive in ***** minutes. As 90 minutes approached I called the tow company 2x with no answer. After 90 minutes passed I spoke with Progressive, Progressive called the tow company who ultimately hung up on them after telling them theyd not be coming to tow my vehicle. Progressive, through Agero, then connected my request to a second tow company and told me Id have to wait another 90 minutes. An estimated 15 minutes later the company called and requested I share my location via Apple Find my, I expressed discomfort but was urged to do so. The driver then became aggressive with me over the phone and, feeling threatened, I stopped sharing my location and cancelled the request. I spoke with progressive customer service. **********************, through Progressives site, then connected me with a third tow company, estimating another 90 minute wait. They showed up roughly 20 hours later and delivered my vehicle to an auto body shop. I waited more than 5.5 hours total in 100 degree weather, partially blocking traffic. Due to this experience, and having been threatened by a company Agero connected me to, I filed a request for a refund. My service was horrible and came 4 hours after the assured time.On July 16, Agero denied my claim because, regardless of the service, I was eventually towed 4hrs late. I appealed to Progressive for assistance and they told me there was nothing they could do. They told me theyd reported the two tow companies who cancelled and/or threatened me, but on on July ************************************************************** like to report both Progressive and the company they partner with Agero. And Id like ********************** to issue a complete refund as compensation for my 5.5 hour wait and overall experience.Customer response
07/28/2024
[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
07/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 7/3/24, I had a flat tire. I reached out to my insurance company Progressive who then sent out a roadside assistance call through Agero. Agero then sent a towing company by the name of Gat and Sons LLC. When they arrived to change my tire, the gentleman had no issues taking the bolts out of my flat tire but experienced serious issues replacing them. I watched both processes. He told me while forcefully attempting to put the bolts back in that one was stripped. I took my vehicle to a tire shop to have a tire put on. Quick Tire. While at quick tire the mechanic told me immediately as he was trying to remove the bolts that it wasnt just 1 but 2-3 damaged bolts. They also werent just stripped but that my hub was also damaged when the towing company put on my spare tire. He was able to replace my tire but told me that both my bolts and hub would need to be replaced and that he didnt do that type of work. I would need to take it to the dealer. So I took it to the dealer for a quote. I was also told by them that my hub needed to be replaced. The total amount in damages is $888.61. I filed a complaint with Agero submitted pictures of what I could along with my estimate for repairs. I have been playing phone tag now with a woman by the name of ***************************. Per their policy she was to call me within 2 days after my documents were submitted which would have been yesterday afternoon. I called 7/11/24 after submitting, Monday morning, no response and I called this morning with no return phone call. I was told this morning per her as well as another representative that she was going to call me shortly and that her 2 day window was coming to an end about 2hrs ago and the time is now 1:37pm. So I just called again. She still has not called and just told another representative to tell me that she will be calling me in another 2hrs. At this point I feel like Im being given the run around. I have heard nothing about my case and my vehicle has not been fixed as of now.Customer response
07/28/2024
I have not heard from the business in response to my complaint. I have I reached out to progressive who has stated that there has been a change with my case. However, nothing has been said to me. When I attempt to reach the case manager ***********************************, ** told to contact her via email. Ive done that as well, but there is no response. *** also tried to call and use the extension number that she provided me with on the one occasion that I did speak with her. That doesnt work either. It just continues to cycle the menu options. I feel as though I have been scammed by this company. It has now been 24 days since the incident and since I filed the claim and nothing has been resolved and my vehicle has not been repairedBusiness response
07/30/2024
We have reached out to the customer on more than one occasion requesting the required documents.
07/23/24 we sent a follow up email to to remind the customer that ********************** is waiting on valid documents with detailed outline of valid estimate requirements. We will be able to continue the process once the documents have been received.
Customer response
07/30/2024
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 # ********.Today on July 30th around 9:30 am, I contacted Agero to recieve an update about my complaint. I was told last week by my insurance that my estimate would be accepted only to be told this morning the same thing that is stated in this response.
After speaking with the Case manager, I was told that my estimate would not be accepted due to the Dealership writing the total amount due on the form vs it being typed instead. She was absolutely rude and obnoxious. She tried to over talk me, she wouldnt let me explain anything and became combative on the phone. So much to the point that I just hung up. This has now been going on for almost 30 days with no resolve. At this point I have now reached out to the corporate office!
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Business response
08/12/2024
We reviewed the complaint a second time and have agreed to compensate the customer. The customer has been notified of the decision to honor the estimate provided.Initial Complaint
07/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have state farm my vehicle tore up I had to get a tow so agero sent trac one towing to tow my vehicle the driver didn't secure my vehicle down and when we made it to my address he went through the ditch damaging the tow hitch it bent up under the vehicle put a hole in the exhaust and fuel tank I had to go ahead and pay for the damage to be fixed I couldn't miss work so I sent pics estimate and receipt to agero then they denied my claim even after the tow company agreed to pay for the damage it was ******* in damages took all of my emergency funds to pay for it now they won't refund my money please helpCustomer response
07/22/2024
I have not heard from the business in response to my complaint.Business response
07/23/2024
After conducting a thorough review/investigation we have concluded that we will be upholding the denial of the damage complaint. The customer failed to provide any photographic evidence of the alleged damage, making it impossible for us to ascertain the nature of the damage, whether it was preexistent, a result of the initial mechanical failure, or caused by the service provider. Moreover, the customer proceeded with the repairs independently and covered the costs themselves. We contacted the repair facility mentioned in the customer's estimate and paid receipt. In our conversation with the facility, they confirmed that the receipts and estimates in our possession appear to be fraudulent and not issued by their establishment.Customer response
07/29/2024
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 spoke with the tow company and the lady said she clearly seen my vehicle was not messed up in the driver's pictures he took before he towed my vehicle and in the pictures he took after he towed my vehicle my vehicle was messed up . They agreed to pay for it even told me I could come pick up my check then stopped emailing me . Agero lied they did not contact the repair shop where I had the work done I called and asked they said ***** from anywhere has called and asked anything about repairs made to my vehicle or about the estimate and receipt I sent agero .after I told the lady at agero the tow company agreed to pay for it she told me send her screenshots of emails I did then she said it wasn't a admission of liability so the denial stands . Here are the emails between myself and the tow company and myself and the lady at agero. So how did they not admit to liability? What was they going to give me a check for?Business response
07/30/2024
Our position remains the same. After conducting a thorough review/investigation we have concluded that we will be upholding the denial of the damage complaint. The customer failed to provide any photographic evidence of the alleged damage, making it impossible for us to ascertain the nature of the damage, whether it was preexistent, a result of the initial mechanical failure, or caused by the service provider. Moreover, the customer proceeded with the repairs independently and covered the costs themselves. We contacted the repair facility mentioned in the customer's estimate and paid receipt. In our conversation with the facility, they confirmed that the receipts and estimates in our possession appear to be fraudulent and not issued by their establishment.Customer response
07/30/2024
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,************;
Noone has contacted the shop where I had the repairs done agero is NOT telling the truth when they say they spoke with the repair shop the lady that answers all their calls said ***** has called and asked anything about repairs made to my vehicle!!!!! AND AGAIN... THE **** AT THE TRAC1TOWING AGREED TO PAY FOR THE DAMAGE THAT THEY CAUSED SHE CLEARLY SEEN IN THE DRIVERS PICS THE DAMAGE HE DONE SO I WANT MY 2500 DOLLARS BACK !!!!!! I WONT STOP UNTIL I GET IT !!!!! TRAC1TOWING WONT TELL ME WHO THEIR INSURANCE COMPANY WAS AT THAT TIME AFTER THE INCIDENT THEY CHANGED INSURANCE COMPANIES!!!!!!!
Initial Complaint
07/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
"*************************,' 6/4/2024, *******, ***********, **. quality fleet transport, took our truck to Mt. ****, ***, Advantage Dodge for repair. Had to call neighbor to translate, he knew no english. Pictures taken before hand, no damage. Got to Mt. ****, couldn`t go into yard with driver to unload from flat bed. Damage to hood and front done while unloading. Never saw damage till after we got home. Dealer never told us either. Monday, June 10th, went to dealer, they denied, report was filed. Get written estimate, done, insurance okey here, but home office refused. Everyone was Hispanic, denied everything. Truck under warranty, but because of damage, can`t get done till repairs are done. Want full repair done, over $3000 for starters.Business response
07/15/2024
We are unable to honor the damage complaint. After reviewing the pick up and drop off photos of the completed service, it is apparent that there was no damage caused to the front bumper or grill during the service. Photo evidence at the time of drop off indicates that the vehicle was left in the same condition that it was picked up in. Based on the evidence submitted we do not hold the service provider liable for the damage to the vehicle.Initial Complaint
07/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 6/12 I ran over screwdriver and called USAA roadside assistance to change my tire. The rep who changed my tire failed to use the bolts from the spare tire and instead used the bolts from my flat tire thereby stripping my bolt and hub. A claim was filed and the estimated charges for repair were ~1700. My vehicle was taken in for repair and I have not yet received my vehicle nor have I been given any information on its status. On 6/28 I finally spoke with **** after several weeks of failed communications, who told me that my claim should take no more than 1-2 business days to satisfy. Unfortunately absolutely nothing has happened since that conversation. I have reached out numerous times to escalate this issue internally without any success. I have repeatedly been told that "****" a case manager will contact me about the status of my vehicle within ***** hrs. and I NEVER receive any communication. Every time I reach back out, I am given the same information and multiple people unwilling to escalate my issues/concerns. I have even been given incorrect numbers and information regarding others that can help. This has now been going on for over three weeks and I am still without a vehicle or a status update! I am at my wits end and unable to access my vehicle or anyone that can help me and I desperately need some help. If you could please contact me as soon as possible with some resolution I would be very grateful! Thank you so much for your time and assistance with this matter!Business response
07/09/2024
Our damage team reached out to the customer on July 3rd, 2024 to advise that the payment will be issued. The customer will receive the confirmation email as well.Initial Complaint
07/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Agero provided road side assistance (tow) via our auto insurance company (****). Our vehicle was parked under a tree and was damaged on top by the towing company - Jaguar Towing. As advised by our auto insurance company, we filed a claim with Agero for the damage. Their response was that the claim was denied for the following reason: "The customer had parked the car under the tree and then expected the sp to somehow get the car out from under it with no scratches or dents or problems". We responded to Agero's denial email, explicitly refuting the denial of the claim. We have not received any reply. We requested escalation to a supervisor and were told by Agero representatives multiple times that someone would contact us, but we have not been contacted. ***************************** had a phone conversation with ************************* of Agero on 05/16/2024. During that conversation **************** stated that "it was not the tow driver's fault that we parked under a tree", and that he "needed a week to investigate the claim". After more than a week, the reason given for claim denial was the same, which reflects a lack of any investigation. No reasonable person would expect damage from a service provider, unless explicitly indicated by said service provider, at which point any reasonable person would refuse service. Our vehicle was parked under a tree. We entered the place of business and requested a cone to place in the parking space in front of our vehicle in order for the service provider to be able to park and have plenty of room to conduct a tow with no risk of any damage. We did our due diligence to ensure that the scene was conducive to minimum difficulty and a damage free scenario. The tow driver initially parked the tow truck in the reserved space approximately 15 meters in front of our parked vehicle, but proceeded to back the tow truck up to our vehicle, instead of removing our vehicle from the space under the tree.Customer response
07/15/2024
My wife and I heard from the business in response to my complaint on the afternoon of Thursday July 11th, 2024. ******, an Agero representative, informed us that she was the supervisor of the individual who was initially assigned to our claim. ****** stated that her impression was that it appeared as though our claim should be granted but that she had to gather a bit of additional information. ****** also told us that she would call us back that same afternoon within the hour, or the next day at the latest. We did not heard back from her. We called and left a voice message to follow up but she still has not contacted us back, even though she specifically stated that she would contact us no later that Friday of last week (7/12/24).Business response
07/15/2024
Our damage team reached out to the customer for additional information. In light of the additional information provided, we will be overturning the initial denial for the payment of $2,556.50. We will issue payment in that amount directly to the customer.Customer response
07/16/2024
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 # ********.
Agero may have responded to BBB stating that they would be overturning the claim denial and paying the initial damage estimate amount direct, but they have still not contacted us, nor have we received any such payment even though we were told we would be contacted by 7/12/24 at the latest. This gives the impression that Agero seeks to extinguish this BBB complaint without having taken any real action.
Further, the dollar amount that Agero stated to BBB is simply an initial damage estimate ($2,556.50) obtained from a repair shop per Agero's claim submission process instructions/requirements. As indicated by the auto repair shop, initial estimates are subject to adjustments once repair work begins. Additionally, we must have a rental vehicle during the time that our vehicle is in the shop being repaired, which is obviously not covered by the initial damage estimate dollar amount of $2,556.50 (which again is merely an initial estimate of observable damage prior to starting actual repair work which may or may not uncover additional damage expense).
Regards,*****
Business response
07/24/2024
Our records indicate that the customer was contacted and updated prior to 7/16/2024. If there are any questions regarding the payment issued, the customer may reach out to the case handler directly and they will be glad to assist.Initial Complaint
07/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Complaint Information:Date of Incident: 06/16/2024 Nature of the Complaint:I am filing this complaint against Agero regarding the denial of my claim for damages to my vehicles door lock actuator following a lockout service performed by BAS Roadside, a service provider dispatched by Agero.Details of the Incident:On 06/16/2024, I experienced a lockout situation with my 2012 Infiniti QX56 and contacted Agero for roadside assistance. BAS Roadside was dispatched, and the team consisted of a trainee and the owner. Following the service, I noticed a new noise from the driver's door lock mechanism. Upon inspection by a qualified mechanic at *************************, it was determined that the door lock actuator was damaged. The mechanics report states that the damage was consistent with improper handling during a lockout service.Agero's Response:I filed a claim with Agero (Case Number: 2024-06-4752011) on 06/21/2024. Agero denied my claim, stating there was insufficient evidence that BAS Roadside caused the damage or acted negligently, claiming the noise was due to a mechanical issue unrelated to the lockout service.Financial Impact:The repair quote for the damaged door lock actuator is $860.83. Additionally, I had to pay $154.87 out of pocket for the diagnostic estimate, which Agero required for the claim. This has placed an unnecessary financial burden on me.Supporting Evidence:1.Mechanics Report from ****************** Center.2.Photographs/Videos showing the condition before and after the service.3.Service Report from BAS, if available.My Request:I seek BBB's assistance to mediate this dispute and request Agero reconsider their decision. The evidence indicates the damage resulted from the lockout service performed by BAS Roadside.Business response
07/15/2024
We conducted a second review of the complaint alleging the service provider caused damage to the vehicle door. The shop's diagnosis is that the locking solenoid is faulty. There is no mention that it is damaged, nor related to the lockout service. The video indicates an audible noise coming from within the door. The door was not taken apart to investigate the source of the noise and there is no evidence that the provider ever entered the internal cavity of the door. This vehicle is *********************************** the driver's door and is utilized every time the customer locks or unlocks the door. We cannot prove a case against the provider in this matter. The customer may file a claim with the service provider's insurance for further investigation.Initial Complaint
07/01/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Agero **************** is a claims representative for ******** Benz * Whom ******** benz is there claims adjuster * * They had called me last week asking me for pictures of damages caused by ******** benz Roadside service* After I gave them pictures of damages they said they will call me back* There was no call back until I had contacted ******** benz customer service* ****** CALLED ME SAYING THEY WILL NOT COVER DAMAGES * THERE ARE PICTURES AND DOCUMENTATION BEFORE DAMAGES AND AFTER DAMAGES *Customer response
07/11/2024
I have not heard from the business in response to my complaint.Business response
07/15/2024
We are unable to honor the damage complaint. The provider secured photos of the spoiler showing that it was visibly cracked, which would render the spoiler unrepairable and warrant replacement prior to the tow. The evidence submitted and the documentation provided by the provider would show that the spoiler was in poor condition prior to the tow service. Both the customer's photos and the service provider's photos depict the preexisting damage.Customer response
07/16/2024
Better Business Bureau:I am not satisfied. Here are the pics . My spoiler was not like that before they towed it. Look at the pics. Even the pics that they provided. Shows the damage was caused by them . . Look at pics they provided. And the major damage I have do to the fact they did the damage
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Business response
07/23/2024
We are unable to honor the damage complaint. *** service provider secured photos of the spoiler showing that it was visibly cracked prior to the service, which would render the spoiler unrepairable and warrant replacement prior to the tow. *** evidence submitted and the documentation provided by the provider would show that the spoiler was in poor condition prior to the tow service. Both the customer's photos and the service provider's photos depict the preexisting damage. Agero is not an insurance company. *** customer may submit a claim to the tow provider's insurance for further investigation if he chooses to file an insurance claim.
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