Complaints

• Initial Complaint

  03/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife and I purchased a new 2019 **** Ranger Pickup a little over a year ago It was a brand new vehicle. On February 14, 2022, we needed to have the vehicle towed to our local **** dealer for repair as it would not start. I called the **** dealer to discuss the problem and was told that part of our original **** Warranty we had free towing. I decided to use this service. The tow truck operator requested payment. I checked with the **** Warranty company and found out I could pay the **** and then send a copy of the **** to the warranty reimbursement company at ***************************************************************. I paid the towing **** of $200. The tow company is Jim's ****** in *****************************************. Today in the Mail I received the reimbursement check from Cross Country Motor Club at ********************** in Medville Mass. The check was for $100 on a $200 tow bill. THIS IS NOT RIGHT!!!! PLEASE HELP ****************************, ********************************************************** **************

  

  Business response

  03/14/2022

  Good afternoon,

   

  Please be advised that we reviewed the customers complaint and agree with reimbursing them the additional $100.00. Is the address previously listed in the complaint their current address so we can mail payment? Thanks 

  Customer response

  03/14/2022

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

• Initial Complaint

  03/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was waiting for a tow from A to Z towing through my State Farm roadside assistance. I waited over 3 hours and kept getting told theyre 20 minutes away and no response. My anxiety picked up frantically behind it because I was trying to get to a tire shop before they closed and get my child but they were taking their time.

  

  Business response

  03/07/2022

  In the review of the roadside event on 03/05/2022. A request was made for a tire change through the visual IVR. An inbound call was made and the agent was provided the policy number and the location of the vehicle. A *********** accepted the job and provided an eta of 30 minutes and did not arrive at the time given. The eta was extended for 10 minutes and A *********** still did not arrive and stopped communicating with Agero and ****************. The job was reassigned to Smitty's Towing & Recovery and they provided an eta of 75 minutes. They called back to have the job canceled and reassigned. We then immediately assigned ***** Construction to the job and they provided an eta of 75 minutes. This dispatch was assigned to a supervisor to monitor the case until the service was completed.
  
  We have attempted to reach out to **************** in hopes of discussing his concerns but was unsuccessful. We were unable to leave a message due to no voicemail box option. We will make a second attempt to speak with him at a later date. 

• Initial Complaint

  03/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had an emergency which started about 10:00pm and needed roadside assistance to tow my vehicle. Roadside assistance which is 24 hours never sent a tow for my vehicle and left me stranded until 5:00am in the morning. I called numerous times and they promised numerous times that a tow truck was coming as well as a lift to take me home and no one came. I was stuck with no assistance. I pay for this service every month and it was not right. I had no other choice but to pay out of my own pocket for a tow truck to tow my vehicle and myself home. I had to tow my vehicle to my home because VW did not have a ******************************************* they did. I was promised a reimbursement and they are refusing to pay my tow truck fees. All I want is my refund.

  

  Business response

  03/07/2022

  Good afternoon,
  
  The customer called on 2/12 at 9:10 PM EST for a tire change request. We secured at 9:27 PM with a 45 minute ***, but the provider advised at 9:53 PM they had a service vehicle issue and requested we reassign. We secured a new provider at 9:57 PM with a 35 minute ***. They extended the *** at 10:22 PM, then updated to On Site at 10:42 PM and Completed at 10:47 PM. We had no calls from customer or provider advising the tire change was unsuccessful in any way.
  
  The customer called on 2/13 at 12:10 AM to request the vehicle be towed. The disablement location is near but not exactly the same as the tire change request. We began provider contacts at 12:26 AM, and agents had difficulty locating a provider capable of performing services. At 12:59 AM an agent scheduled the tow for 12:00 PM.

  The customer called back at 1:14 AM and stated she did not request it scheduled and needed a tow immediately. The agent began provider contacts. The customer called back at 2:00 AM and changed the destination to **********, Bronx, **, and the system showed it was no longer a covered service. The customer paid $199.26 for the tow service. Our agents were not able to secure a provider, and at 2:17 AM again scheduled it for later in the day.

  The customer called back at 3:00 AM and again stated she needed the tow immediately. The agent began provider contacts. We secured at 3:32 AM with a 30 minute ***. The customer called back at 4:33 AM for an update, and the agent advised she was not able to reach the provider. The customer stated to cancel the request and she would secure on her own, but the agent did not and extended the *** by 30 minutes.
  
  At 5:03 AM we received a cancellation request from the client app.
  
  The customer called in at 1:28 PM for information on submitting for evaluation of reimbursement, and requested a supervisor. The supervisor apologized for the experience, and advised the customer's payment was cancelled and refunded appropriately, and made sure the customer had the correct information to submit for evaluation of reimbursement.
  
  
  We attempted to reach ****************** and was unsuccessful. We were able to leave a voicemail with a formal apology and our callback information.We'll make another attempt and update again at that time.

  Customer response

  03/07/2022

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

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

  ******

  The statement is incorrect. At no point did I cancel the tow truck. I only canceled the tow truck after being left stranded for hours. After promises. Each time I called a rep had wrong information from the previous rep. A tow truck never came. No one from this Business EVER called me . I kept calling them. I still have not receive any calls from anyone. All I want is my reimbursement. The reason why I towed my car to my address was because they never provided me with a towing location where it would be covered and it was late and I had my elderly mother with me and we were tired, exhausted and scared. No one contacted me. They only sent me a letter stating that they will not reimburse me. 

   

  

  Business response

  03/09/2022

  Good afternoon,

   

  Please be advised that we tried to call the customer again and were able to leave a voicemail. Our rep provided their contact information for the customer to return their call as well. 

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested roadside assistance on February 20, 2022 through my insurance company for a tire change. My car has anti-theft lug nuts which require a lug nut key to properly change the tires. I gave the service provider the kit with all of the keys when he arrived, but I don’t think he used them correctly. After he put the spare tire on and left my house I tried to drive my car but it couldn’t move. My insurance company advised me to ask the service provider to come back. When he came back and attempted to take the spare tire off 3 of the lug nuts he put on were stuck. He tried forcing them off but they weren’t loosening. He told me the only thing he could do was strip the lug nuts to remove the spare tire. I asked if he would be able to fix the issue by stripping the lug nuts and his response was “it’s a 50/50 chance”. I told him I would rather not take the chance if there wasn’t a guarantee that my car would be working again. The next day I spoke to progressive and they had Agero reach out to me. I received a voicemail from AJ on February 21, 2022 instructing me to send an email to the Agero damage team with my case number and colored photos of the damage done to my car. I sent in pictures of the damage on February 21, 2022. I received an email on February 22, 2022 that they received the photos and they needed a formal estimate to proceed. The dealership said my lug nuts were stripped and I would need a new hub cap, lug nuts, etc. They sent me an estimate and I emailed it to the Agero damage team on February 24, 2022. It is now March 3, 2022 and I have not heard anything from Agero. I have been left without a car for 12 days. This has been a huge inconvenience for me as I work Sunday-Friday and I do not have a vehicle to drive to work. I have called repeatedly to see if anyone could help with my case and if they could provide me with a rental car, but I’m sent to voicemail each time I call. This has been an extremely difficult and stressful situation.

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to reach ****** Swim for months now about my rear bumper being replaced after a towing company cracked it. I belong with USAA Insurance and had to go through a third party (Agero) to get the issue resolved. After them losing my case file back in October and finally getting it resolved in December, I was assigned a new representative (******). She did reach out to me initially when she was assigned to my case but I wasnt available to answer her calls. Whenever I would call her, I would either get her answering machine, which I would leave a message or her mail box would be full. Even after contacting the supervisor position there, they wouldnt deal with me directly and try to patch me through to ****** and still wasnt able to get ahold of her.

  

  Business response

  03/02/2022

  Good morning,

   Please be advised that we spoke with the customer yesterday regarding their complaint. The customer provided us with additional information that requires us to follow-up with the towing company. We will be back in touch with the customer by tomorrow with a follow-up. 

• Initial Complaint

  02/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a flat tire in *********** at 7 in the evening on 26th feb and now it is 4:15 am on 27th feb still waiting for a provider to either tow or replace the tire. There is no way of getting them work and Im not sure how can they make 5 people in the car wait on the road for these many hours. Everytime I call they are asking Same details but no proper response

  

  Business response

  02/28/2022

  Good morning,

  Please be advised that we left a message for the customer requesting a return call. We checked our system and confirmed with the towing company that the vehicle was delivered and that there were notes from the dealership that the vehicle had arrived. 

*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. ↩