Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The dispute arises from progressive car insurance that was called for a tow of a vehicle under their policy that sent a tow company who during the tow caused damage to my car. When I called progressive to work out the issue I was sent to Agero. I proved the damage that happened with my parking brake, no longer operable after the tow by pictures and a statement.Multiple, multiple calls and emails were sent with few returned calls from ********* ********. The case manager, I was assigned to. The date of the loss was November 25, 2024. On January 20, 2025 I finally received a call and was told my complaint was denied and no payout would be given. No call was made to the automotive center for follow up nor with the company ever actually seeing the car to look at the damages. Agero repeatedly asked for pictures of the damages, which I explained were not physically visible, but due to damaged electronics, making the brake calipers no longer workable. I explained I am not an automotive specialist and to reach out to ********************************************* where my car was to have it explained by the mechanic. They refused. I dont know what to do from here. I am asking they pay the automotive center to fix what was broken by the tow company. The cost (theyve been given an estimate from the automotive center.) is $1700 for two brake calipers. Mid dispute I sent a complaint to the ************************** as it went several weeks with no response from the company. I have documentation of all my calls made as well as email sent.

  Customer response

  02/07/2025

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

  

  Business response

  02/11/2025

  The vehicle had a no start issue. The provider pushed the vehicle out of the driveway to line up with the tow truck. The provider pushed and the customer drove the vehicle. The vehicle was winched onto the bed, front first. The vehicle was secured with wheel straps. The customer rode with the driver and went to the dealership. The vehicle was winched off the bed and the customer drove the vehicle into the parking spot and the provider pushed from the rear. The shop stated that the rear brake calipers were not working. The actuators are electric and failed. There was no evidence of physical damage and there was never physical damage mentioned on scene. There are no photos and the vehicle is repaired. The vehicle was towed due to an electrical issue. That issue may have been the cause of the malfunction, or the brake caliper failure may have been the cause of the electrical issue. In any instance, there is no evidence that this was a tow service-related loss.

  Customer response

  02/11/2025

  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

  01/22/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Jan. 1, I got a flat tire on my way to return a rental car. I called Liberty Mutual's roadside assistance, which used Agero to send a tow truck. As I had a flight to catch, I couldn't stay with the car, but I returned the key to the Thrifty rental car location at the ************************* and told them the vehicle would be towed later that day.When I arrived home, I received a voicemail from the tow company, ************, stating the car couldn't be returned to the garage due to low clearance the tow truck couldn't clear. Top G tried to contact Thrifty to find another location to drop off the car, but there is no direct number to contact the Thrifty ***************** office. Instead, the call went to Thrifty's national headquarters, and they were no help, stating that was the only place to drop it off. The tow truck was forced to take the car back to its storage facility, where I racked up storage fees while Liberty Mutual and Agero went back and forth about what my next steps were to get the car back to Thrifty. There was no urgency on Agero's part to get the car back while I racked up $768 in storage fees for the car being at the tow company's lot for 7 days. Agero even emailed Liberty to tell me the storage fees wouldn't be covered rather than calling them. A phone call would have been much faster, and this was a time-sensitive matter.I called Agero to seek reimbursement for the storage fees, but Agero would only reimburse me $100 because they claimed I was supposed to tell them there was a low clearance, but I'm not sure how I or anyone would ever know that. I'm seeking reimbursement for the storage fees that Agero should pay because I did everything in my power to get the car returned, and they were slow in telling me I wouldn't be reimbursed and are being unreasonable in their request for me to give them a heads up of the low clearance.

  

  Business response

  01/24/2025

  We reached out to the customer on 01/24/2025. We were able to discuss the series of events that took place. We discussed our findings and are reimbursing the customer for the amount of ****** to resolve the matter.
  
  

  Customer response

  01/24/2025

  [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

  01/20/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/20/24 agero roadside assistance came and jumpstart my car because it wouldnt start. After jumpstarting my car I was locked out of it and my car completely shut down which it wasnt shut down before he came. Took my car to the dealership 12/23/24 to diagnose it for the reason why I didnt start and they called and told me it was jumpstart incorrectly. I lost my car I had for 5 years because of this and I want my damages paid for

  

  Business response

  01/27/2025

  We have reviewed the customer's damage complaint regarding the damage to the battery, battery cable, fusible link, alternator, and radio of her 2007 ***** IS 250. Based on our review, we find the evidence submitted does not support that damage was caused as a result of the roadside service. The service provider used a protected jump box. There is no evidence that the provider caused this damage and the technician handling the repairs could not provide any evidence that a jump start caused the issues with the vehicle.

• Initial Complaint

  01/15/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ROAD AMERICA MOTOR CLUB, signed my Identity and address to open a "Motor Club" account member number: ********, I tried calling only to be put on hold twice, only to br put on hold. This is a open fraud account that was open in my name and address.

  

  Business response

  01/24/2025

  We researched with the information provided and we are unable to locate records related to the membership.  This membership may be warranty related and would not be related to our company.  We left a voicemail for the customer seeking additional information and we will be glad to research further when we make contact.

• Initial Complaint

  01/15/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Our company worked with this company for close to a year under contract, after many problems we decided to end the contract. Today, January 15 2025, I was notified Agero will not be providing me with a 1099 report until sometime February, which is illegal. They have until january 31st to get me the records and they are reffusing to do so. I need help since they wont contact me back. I will be contacting the attorney general also

  

  Business response

  01/21/2025

  This complaint is from a tow related business and not a direct consumer.  We forwarded the message to our service network for follow up with the tow company/road service provider.

  Customer response

  01/21/2025

  [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

  01/15/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/19/24, my car wouldn't start. I pay for roadside assistance with my car insurance through State Farm, so I filed a claim to have the car towed to my house. I planned to meet the tow truck driver where my car was parked at 9am on 12/20. He called around 7am as he pulled in the parking lot, asked where my car was parked, and said I didn't need to be there. He delivered my car to my house around 7:45am. I fixed the fuel pump and thought all was good. That night, my wife attempted to take our son to the doctor. She drove about a block then came right back home. She said the car was wobbling violently. It was dark then, so I inspected the car the next morning 12/21. I found a broken control arm which must have been caused by the tow. State Farm said I needed to get an estimate from a repair shop and file a claim through Agero. I had to pay $100 to get my car towed to the shop. They couldn't do an estimate and told me to take it to a dealership. I paid $65 for my car to be towed to **** ******** on 12/26. They completed the estimate and said they would need to order a part which would take about a week to arrive. My car has been sitting in limbo at the dealership ever since. I was told Agero had 5 days after I sent them an estimate to decide if they would accept my claim. Then it was 5 days from when they accept my estimate. Then it was 5 days from when the estimate reached their claims department. They don't communicate and rarely return calls or respond to emails. Reaching out to ********** hasn't helped. Agero told me to rent a car and send them receipts for POSSIBLE reimbursement. I can't afford that. Found out later they will only reimburse $30 max, after claim is approved, while car is in the shop. Last week I told them I was at risk of dealership placing a lien on my car. They promised to expedite my claim. Still no answers or help. Ridiculous! Need my car fixed, tows and diagnostic reimbursed, rental car, and restitution for the hardships they've caused.

  

  Business response

  01/24/2025

  
  We have reviewed the damage complaint reporting tow damage to the rear control arm to the 2012 Chrysler 300. Based on our review, we find the evidence submitted does support the damage that was caused as a result of the roadside service. 

  We contacted the customer on 1/16/25 with resolution details and notification of pending payment

  Customer response

  01/24/2025

  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.] Respectfully, we cannot accept Agero's response. We received a call from Agero on 1/16/25 informing us that our claim had been approved and they would be sending us a check for the estimated cost of repair. While this is a step in the right direction, it is not a resolution and we remain very dissatisfied. As of today, 1/24/25, we have not yet received a check and remain without a vehicle since 12/19/24. The needed repairs cannot even begin until we receive the check, because we cannot afford to pay for the repairs without it. Agero refused to cover towing expenses incurred, with their excuse being "we are not an insurance company." Agero has completely ignored our concerns regarding the hardships we've endured as a result of their "policies" and their actions/inaction. Agero demanded that we follow their process or forfeit our claim. Their process has caused us to be without a vehicle for over a month and counting. The towing company they hired has been found at fault for the damage to our vehicle, which means they should be responsible for ALL related expenses - not just the parts Agero decides to cover. This entire experience has been an absolute nightmare. We will not be satisfied until our vehicle is fully repaired, Agero and/or the tow company have covered all of our expenses associated with this claim to include towing, and we have been compensated for the hardships weve endured as a result of being without a vehicle for such a ridiculously long time. Their policy of "maybe" reimbursing "up to $30 per day" for a rental "while the vehicle is in the shop being repaired" as absolutely unacceptable. 
  
  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,

  ****** And *****

   

   

• Initial Complaint

  12/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 10-8-2024 this tow company on the behalf of my agero 3rd party towed my vehicle to caliber ******** center for repair, upon me arriving to give the keys to caliber i noticed 2 indentions on both side of bumper along with the panel missing from inside my truck the driver took off, and can not get in contact with said company

  

  Business response

  12/27/2024

  During our investigation into the damage complaint, we learned that the customer was paid in full for the total loss of his vehicle through insurance.  We contacted the customer to advise that he may not collect for further damage claims and he was not satisfied with that information.

  Customer response

  12/27/2024

  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,

  *******

  I was not paid in full for my truck i kept my truck and only had enough money to fix the inital damage and will have to come out of pocket to fix the negligent towing done on behalf of agero and will be pursuing legal actions

   

  

  Business response

  01/09/2025

  We have completed a second investigation with the customer's insurance provider with the following conclusion:

  
  - The customer has indeed received a total payment of $11,399.22 as compensation for the retained vehicle.
  - Notably, no deductions were made for the alleged damage to the rear bumper, which was allegedly attributed to the service provider.
  - It has been assessed that the customer has been duly compensated at a rate of 100% for the vehicle, addressing the initial grounds for denial by Agero.
  - Upon careful review of the settlement evaluation summary, it is evident that the customer was paid for the full value of the vehicle, thus incurring no loss.
  - Furthermore, no deductions for pre-existing damages, including those linked to the service provider, were identified during the assessment process.
  

  In light of the comprehensive compensation received by the customer through their insurance provider, we are unable to process any further payments at this stage.

  Customer response

  01/13/2025

  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.  

   It is unbelievable that you find this acceptable from your provider, i have not been pain "in full" for the truck ive gotten the truck fixed with the money for the initial damage HOWEVER; i have to come out of pocket for the damages your "provider" has caused which puts me in the negative i am willing to take this to court no matter the cost i just need a location for the busniess and we can let a judge decide

  [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.]
   It is unbelievable that you find this acceptable from your provider, i have not been pain "in full" for the truck ive gotten the truck fixed with the money for the initial damage HOWEVER; i have to come out of pocket for the damages your "provider" has caused which puts me in the negative i am willing to take this to court no matter the cost i just need a location for the busniess and we can let a judge decide
  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,

  *******

   

    It is unbelievable that you find this acceptable from your provider, i have not been pain "in full" for the truck ive gotten the truck fixed with the money for the initial damage HOWEVER; i have to come out of pocket for the damages your "provider" has caused which puts me in the negative i am willing to take this to court no matter the cost i just need a location for the busniess and we can let a judge decide

• Initial Complaint

  12/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9/7/24 I needed a tow for my truck. I was told I would have to pay for it and be reimbursed. As of 12/9/24 no reimbursement has been made. I and my insurance company have given the information to Agero six separate times, and they continually ask for the same information. I have received at least 3 emails saying the claim would be closed for lack of response, but I have proof - emails - from myself and my agent proving responses were sent. Reimbursement was promised within 15 days, and it's been 92 days without any reimbursement. I have been dealing with ***** ****, ********************************

  

  Business response

  12/23/2024

  We can confirm that the check was processed on 12/20/2024 and the customer has been notified that the check will be mailed directly to her.

• Initial Complaint

  12/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company terminated my contract to work without an honest reason.

  

  Business response

  12/09/2024

  Attention BBB: The attached complaint is not a consumer matter.

• Initial Complaint

  12/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 22 2024 ***** A. ***** hired by Agreo to tow my car for repair damaged my car.The tow truck driver refused to give his insurance information and **** has no record of his tow truck as being registered as a licensed tow truck. My insurance (Progressive) has not been able to locate ***************** information.The tow truck driver is ***** A. ***** from *******************. TDLR# *************CT on tow truck used to tow my car.TDLR License # ********** In order for ***** to start my claim they are needing me to get an estimate of repair from a body shop for the damages, but my car is non-drivable and the body shop I called said they won't give an estimate if the car is non-drivable because they don't want to push the car around the shop. ***** has refused to send a claims adjuster to where my car is currently disabled. I have the damage done to my vehicle on video and Fathi saying he is responsible for the damage. Fathi told me to contact ***** and they will pay for the damage. Arlington Police Ref# L24327P0615

  

  Business response

  12/20/2024

  We notified the customer we will set up a courtesy tow however, he has not provided us with a facility that he wants it moved to and we are still wating on documents from the customer.  Also, we have confirmed that the tow facility has valid insurance.  If the customer calls in we will provide the service provider's insurance information.

   

   
  
  
  
  

  
  

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