Agero
Reviews and Complaints

Why require even one star rating. This inept company has the worst service I have ever encountered. I was left stranded on the side of a major highway in the middle of the day for 4 hours. When I called my insurance company's roadside service who reluctantly revealed they were Agero they had trouble finding me in their system. The problems started when it took them an hour to just set up dispatching a tow truck. I was told I would be texted information regarding the tow truck company but never received anything. After waiting another hour I called a second time to Agero and was told a tow was 38 minutes away and given tow company information. After waiting a third hour I called the tow truck company (who has a 1 star rating) who said they were delayed and the driver would call me. After a fourth hour with no calls from anyone and no tow had arrived I called both my insurance company and the Agero. Agero said they were looking for a tow company out of network now but couldn't find anyone. My insurance company said I could use who I wanted and would reimburse me. I was never told that initially. I called a local company who answered immediately and had a tow truck there in 30 minutes. Agero left me and my son stranded on the side of a major highway for 4 hours. All they are concerned about is finding the cheapest tow service and do not care about your situation or how long it takes. I never received any follow up from Agero to determine if we were ok and our situation resolved. I will be calling all of my insurance company's and cancelling every Roadside benefit if they outsource to Agero. I have no idea why a prominent insurance company would risk ruining their reputation partnering with such an awful and incapable company but I have my suspicions...money.

I placed a service request at 2:30 PM in June in a southern suburb. I waited 30 minutes for an ETA and had to call twice to find out no one was looking for a provider. Later, I was told they were trying to find one. A provider from Woodbury in rush hour traffic accepted but didn't arrive. I called him; he said he'd be there soon, but it sounded like he was in a bar. My phone died, and after buying a battery pack, I found the app falsely marked the service as complete. He didn't show up and ignored calls. A second provider arrived in 30 minutes and was efficient. It took over 4 hours to resolve this, which is unacceptable, especially considering potential emergencies. I expect State Farm to acknowledge their service failure.

I was stranded on side of a four line highway 2 miles from *** airport (100 miles away from home) for well over EIGHT hours with a flat that evebrually turned into a dead battery situation because of their negligence. I waited so long for service with my emergency flashers on for safety tgat a dead battery became inevitable. My cell phone died four hours into my ordeal because I could no longer charge it. No one ever showed up. Another car luckily broke down a fourth of a mile up the highway from me at 2:30 am and I ran and begged the company that came to help that car to help me too. Clearly that driver did not have a roadside plan managed by Agero. Because I had no battery power I could not leave my car it would no longer lock. I could no longer call *** was a ridiculous, unacceptable, and incredibly dangerous situation. Four towing companies accepted and then cancelled the assignment (each after over an hour) with no explanation from Agero, I highly suspect the reimbursement amount paid to these tow companies for their service was too low and they cancelled my job to accept jobs with higher compensation. I cannot believe *** uses them. No one ever came! It was very cold as the night wore on and I shivered for hours. I had to pee in a container. I lost my dignity. All the Agero agents could do was read a script about how sorry they were and that they understood my frustration. The AGs office of the state of MA where Agero is based is going to get a lengthy and detailed letter from me. This company needs to be regulated and fined for stranding motorists for HOURS on major highways. My emergency flashers eventually died too. I was very lucky I was not rear ended, esp. with so many drivers texting on the road. The next day when I called to follow up they informed me their records indicated that a driver did show up after four hours. News to me! Theyll probably use that lie to fight my reimbursement claim. A most disreputable company.

On Wednesday, February 9th at 12:03pm, we called Roadside Assistance due to our vehicles alternator went out and we were stuck on an off ramp in ***, . We called to have a tow truck tow us to the nearest auto parts store, get it replaced and be on our way. The guy I first talked to had to ask for the policy number numerous times, I had to explain where we were numerous times, and finally after 40 minutes he said a tow company would be assigned and be there within 30 min to an hour. An hour went by and no tow truck. Come to find out that the company that was contacted did not accept the tow and no one from this company bothered to contact me. So I called again, got hung up on, called again and explained what happened to another agent. I was told another tow company would be contacted and they would be there within the hour. Thirty (30) minutes went by and nothing. So I called the service provider to find out a time frame. He answered the phone and when I explained to him why I was calling he said he did not receive the assignment. So now back to square one! Called again, explained again. Lady apologized said she would contact the supervisor. She did not get ahold of the supervisor but would assign a tow truck company again. I was told give 10 min and she would call me back. Noone called back! So I called again, was told they would make it a priority and would assign a tow *** would see it on the app. 10 min went by and nothing was assigned. Now its 3:42pm, have been getting hit around like a tether ball getting nowhere. So I called yet again. The lady on the phone was super nice and she was the only one that seemed helpful. We were on the phone with her for 1 hour and 18 min while she tried calling tow trucks. By the time, a tow truck would have maybe come, it would have been 7 hrs on the road stuck. We figured out how to get someone to come to us. The company contacted me and offered $150 as a gesture of goodwill. Worst company ever

On friday I was in a car accident and Progressive sent me thru Agero to help me in towing my vehicle. I was told by Progressive the price would be $160. While I was finalizing the tow with Agero they charged me $458! Mind you, I am a college student who has never been in an accident before so thought the last thing happening to me was me being scammed in a rough time like this. Few days pass, I speak with the ACTUAL towing agency! , they tell me they dont take actual payments until the drop off is complete and advised that I may been scammed by Agero! My insurance is confused as well. Why did Agero charge me this much and for WHAT SERVICES? Got a call Monday from Agero saying my insurance needs to finalize my tow and theyre in contact with them I say okay assuming my car was on its way to the designated auto shop. NOPE! My car has been in storage since FRIDAY, writing this on a Tuesday! 4 days my car is in storage, I called my adjuster Saturday who was aware of the towing , hes confused as well why I was charged 458 , he reaches them to get me refunded . Agero opens an Investigation to figure out where is my money since they dont even know! Still have yet to hear back but WHAT A JOKE. Agero then calls me today and says your insurance is not covering your tow, sorry! You are responsible for all fees& storage I ask where was the 458$ I gave you guys and the lady was absolutely rude and said she couldnt help me. This company is a Scam and theyre unprofessional. I want my $458 back because what exactly did I pay for that night? NOTHING! Scam scam scam! until I hear back from them regarding a refund I will say this is a horribly ran business and does not serve its purpose or true customer satisfaction. Just stole my money and cant find it! Thankfully progressive felt bad for telling me it was 160 and for Ageros WRONGDOINGS and payed my towing fee but regardless I am a college student and need my money back ASAP. Done playing games with these people!

I am an insurance agent that owns an insurance agency. One of my elderly Clients called as he had a flat tire in a grocery store parking lot. At 3:41 PM I contacted a *** through the insurance company thinking I would speak to someone in customer service. That did not happen, instead I got an automated system. That system picked up my information through GPS, and even though I entered manually my clients information it rejected it. There was never a call back from this company, and my client was waiting in the cold, a man of 80 years of age, with only a flip phone, and not knowing what else to do. I subsequently contacted a general two more times, spoke to a supervisor who indicated that they would correct the situation, but that did not happen. I contacted Agero again and got someone from *** on the line in customer service, who must have been working in a chicken coop. I again entered the text information, and still no contact from Agero. At 5:52 PM my client informed me that he had got a call from a tow truck driver who said they could not help him because the address was from a grocery store in *** and he was at a grocery store in ***. This company does not read messaging correctly as this information was correctly input twice and was ignored by Agrro twice. I again tried to contact them at 5:52 PM as nothing had happened for the benefit of my client. I then called my client back and informed him that I would pay the tow personally, and I also indicated that to the towing service which was Burruds towing, but they refused to help as they had no purchase order. When I called my client back he stated that a good Samaritan had finally agreed to change his tire for him, as he was unable to do so for reasons of his health and not having a car *** with him. At 6:18 PM I get a text from Agero asking me if service was still needed. That told me that all of my calls had been Ignored. This is not the first time Clients have received no ser

Called for a tow at 8:30am. Four tow trucks later, at 4pm they finally sent a competent person with the correct type of truck.The first person that came out couldn't get my car on his flatbed truck. Didn't even have the right tools to take off my tire. Dropped the car with the *** several times and damaged it. Scraped the front/underside of the car up against the ramp to the truck. When I pointed out the damage, he got upset and called me "entitled".When he left me and my car, I asked "since you aren't able to tow my car, what should I do?" He said, "ask them to send a 'slinger' truck". So I called USAA/Agero and repeated several times that they should not send a flatbed, but a slinger / wheel lift instead. "Yes, yes, of course we've noted that in the ticket." (Narrator: "They did not.") Every *** minutes I'd finally get a call from the next tow truck. Every time, it was a flatbed, and I had to repeat the process.Every time when I called USAA/Agero back, I had to repeat ALL the information, even though I had entered it in the app. When they put me on hold (for dozens of minutes each time), I had to repeat the same info for the next person. Where was the vehicle, what is my home address, what is my email address, describe the damage? The location was hard to describe, and I have a weird/long street name and long email address that have to be spelled each time. I also had to describe that it is an electric vehicle, and then they would ask questions about that each time.Finally, USAA/Agero gave my ticket to an independent tower. He came with a wheel lift and got my car loaded after a few minutes. Very competent.The USAA/Agero people on the phone were pretty friendly, but I can't imagine a worse system. So many transfers, dropped calls, repeating information, not listening to me. I've paid over $600 for roadside assistance and never used it until now. Ended up costing me thousands of dollars of repairs and many days of hassle. If you have USAA roadside insurance (which is serviced by Agero), cancel it immediately!

I'd literally leave less than 1 stars, if that was an option. My insurance company uses this company for their roadside assistance (at least at nighttime) and we were given BS runaround from *** until the tow truck finally showed up at 440. We were told via the app that we'd have an *** shortly. That was before ***. At ***, I called the company to get an *** since I'm hugely pregnant and was broken down in an area with no bathrooms. I was told she would expedite my claim and I would get notification immediately after getting off the phone with her. LIES. We didn't receive a text for an *** for tow truck until *** - some 2 hours after requesting roadside assistance through our insurance app, and the *** at *** was NINETY to ONE HUNDRED TEN MINUTES! At ***, the tow truck company called us to say they'd been notified almost an hour prior that we needed a tow, but that payment had not been received from Agero at that point, and we needed to contact them. We called and they said there had been an issue with the payment going through but that it was taken care of. We received another call from the tow company 30 minutes later, saying they still hadn't received payment. We called Agero AGAIN and they said the supervisor was pushing the payment through then, and said "yep, it went through. The tow truck should be there shortly". At ***, we received ANOTHER call from the tow company saying the payment had not been received and we called Agero AGAIN and were put on hold and finally told that the tow company hadn't been receiving their payment emails but that they went ahead and did a manual payment override over the phone and that our tow truck should be there shortly. At ***, our tow truck finally showed up. The tow company itself was wonderful but Agero was literally a nightmare. I've been with my insurance company for 17 years and I've had to use roadside assistance a handful of times but I guess they've recently started to use Agero as their provider and it was so terrible, I'm literally questioning staying with my insurance company. This was 100% unacceptable and I hope I never again have to do business with this c*** company.

Agero is a racket, and nothing more than a scam. Those in foreign countries who take the calls to dispatch hang up, cuss, lie about contacting service providers, keep you waiting while they get nothing straight, and the male employees, in general have problems being abusive of stranded customers. I recorded my calls as allowed on calls recorded on their end. They get paid no matter what they put the member through. I waited for over 9 hrs. for a jump start. 14 calls were totally screwed up. The employees seem uneducated in the skills they need to provide the services they promise in writing, and many seem like they're in a country where no one drives. Maybe just bikes. What a lawyer's paradise if they took these cases of fraud, abuse, endangering motorists, and much more! But what is worse is when they tell you you aren't even covered, and some mentally off supervisor can't find you to provide service, and leaves you stranded dangerously in the middle of nowhere, until you get thru to someone the next morning and get to start it ALL OVER AGAIN! EVERY insurance company already overcharging its clients (they all do), should be sued for contract breach, fraud, conversion of members' funds, and all losses stemming from their civil and criminal negligence. However, being told to wait until morning and call again BUT WAIT until the drivers start back to work and "have all their little tow trucks lined up at the donut shop" really takes it! This shouldn't be allowed. It's so cheap, you can't get service. But they owe every customer who has been abused and left stranded when avoidable preventable harm comes to that person because they couldn't get service, and couldn't get to help. Complaintsboard.com ratings look great. These companies don't have to resolve or improve issues and services; they have only to respond to the customer. An email, text, or form letter will get them that A+ rating, which defrauds the next buyer by showing they have the TOP rating it has. Insurance companies owe big time compensation and consumer damages for enlisting this service as their insured's Roadside Service. It requires someone with the guts to take them financially apart. And THAT would be ME!

As a service provider this business can be very unprofessional when it comes down to paying you properly if you request a *** they will pay you, you would do the job and then they would dispute the payment 2 to 3 months later. This has happened to me on several occasions especially when you're dealing with an impound vehicle and the distance may be completely out of your area and you know you're going to have a problem with the billing department trying to get paid for deadhead miles or any other additional fees, so you request a *** to avoid that, they (Agero/ cross country) don't like to pay with a credit card but in extreme cases they will. But they will pay with a credit cards and then they will wait until you do the job and then come back and file a dispute with the credit card company two to three months later ? especially if it's a payment is $300 and above they will say goods and services was not provided even though you have pictures of the vehicle, the *** number and it being hooked up to your tow truck.They act like they try to resolve the issue but they don't. You just get a letter email to you from your credit card processing saying that the charge has been disputed.I have many examples and proof but I'm going to talk about one particular situation that's recent. It was a job they paid us twice to do because of a mix-up with information we refunded the money and then they waited two to three months and then disputed the second payment as well which was the payment that we were supposed to get paid on the *** ( ***) to complete the job once again to avoid the issues with the billing department which makes everything complicated. I have proof of emails. They talk nice but they don't mean you well but they fail to realize most of us service provider talk and that's why they have a hard time finding people to do jobs and that's why the customers wait hours and hours. They love taking payment from from customers when they are over there mileage limit or benefit limit but they hate to pay the service providers.So to any customer or service provider that may sign up with them or that is already signed up you have to tremendous amount of proof and they still will try to deny it.Please beware they have bad reviews everywhere and they continue to hide behind the phone as if they have great customer service but we all know the truth."

Too bad I have to give a star because I wouldn't if review systems worked like that. My brakes went out, and I knew I had to get my car towed to the shop. I love *** and they've always been reliable, so I called them. *** connected me with Cross Country Motor Club at 12PM that day. Cross Country confirmed my phone number then said they would dispatch a tow truck and it should be here in 45 minutes to an hour. At 3PM, no tow truck arrived, so I called Cross Country and was told their system only had the last 4 digits of my phone number, implying it was ***'s fault. Cross Country said they don't dispatch unless they can reach you by phone. They don't text or email. Imagine that in today's tech world a company only contacting customers by phone. So, AGAIN, I gave them my number and they said it back to me AGAIN, then said the same as before about dispatching a tow truck. At 5PM, still no tow truck, so I called Cross Country AGAIN, and was told their system shows no truck was dispatched because they didn't have my phone number. WHAT?!?! I said I called them 2 hours ago and was told that same thing and it should have been resolved then, but their system did not show my previous call. Cross Country was accusatory in their tone implying I didn't make that call. I was irate. They said they would dispatch a tow that would arrive in one and a half to 2 hours. I finally got a tow around 8:30PM. The tow truck driver, who was with a different company, was professional and courteous, which was the best thing about that day. The next day, I called *** and placed a grievance complaint against Cross Country Motor Club. I told *** that Cross Country was rude, incompetent and accusatory of *** and me. I told *** that I had to wait 8 hours for a tow. I told *** that using Cross Country as their dispatching company is detrimental to keeping their good reputation. The *** representative was very receptive and genuinely concerned and apologetic. She agreed with me, thanked me for my useful feedback, and assured me she would report this to *** leadership. I almost left *** after 9 years because of how bad Cross Country Motor Club treated me. I would highly suggest that if you find yourself in need of a tow, ask your insurance company which dispatching company they use. If they say Cross Country Motor Club, tell them to use another company or call a tow company directly yourself. I would not recommend Cross Country Motor Club to my worst enemy. I truly hope *** stops using them.

I have never in life had such an absolutely horrible experience with a company (no hyperbole). It is 2:21AM and I have now made my 10th call to *** to get assistance with my missing car that was originally set up for a tow at 8:22AM the *** MORNING! I initially requested to tow my car from the dealership to my home for home repair. My car was picked up from the dealership at 1:00PM on 3/17, by tow ***. I called the tow truck provider every 2 hours to obtain an ETA. I was informed that the tow truck driver had gotten very busy and stopped to get food at the driver's house *** MY CAR. At 6:00PM I was informed that the tow truck driver's tow truck had broken down so the tow truck driver had to wait for someone to jumpstart his tow truck so that he could tow my vehicle to me. The tow truck driver asked for my patience. At 8:00PM, the tow truck driver stopped answering my calls. I again (several times already) contacted Agero customer service to report status and that the tow truck driver was no longer taking my calls. Agero customer service attempted to contact the tow truck driver as well. After 4 tries, customer service was able to reach tow truck driver and the tow truck driver reported the story that the tow truck driver's tow truck had broken down and that the tow truck driver waited for repair. *** service attempted to send another tow truck to obtain my car from the other tow truck driver. After over an hour, I called back as I had not yet received information regarding another dispatched tow truck. I was later informed that no service order was in place. I was informed that another would be sent. Unfortunately, this time, the request was for the wrong vehicle. I called and spoke with *** from *** and was informed that the request was for the wrong vehicle yet he would drive to the site and call me back. 2 hours later, there was no response from that tow truck driver either. ***, I contacted customer service and customer service was never able to get ahold of ***. *** service informed me that I was not able to speak with a supervisor (*** THOUGH IT HAD BEEN OVER 12 *** SINCE MY CAR WAS TOWED AND NOW MISSING); not to mention that this was my 9th call to customer service. *** service informed me that their resolution was to send a message to a supervisor to maybe get a call back within 2 DAYS! *** service also informed me that they could submit a missing vehicle report and once my vehicle was found, they would send me a text! ***! I have never seen such poor service to a customer in such a critical situation! This is a person's mode of transpiration to work and school, MY mode of transportation, and clearly that doesn't matter at all to Agero. I have never seen such poor service especially related to such high value products (vehicles). I sit at my desk at 2AM trying to figure out how to find my car that *** helped facilitate lose. "

Agero Roadside Assistance; an additional service I pay for on my auto insurance policy, left me stranded on the side of the highway in the middle of the night. My tire blew around 11:45pm on the middle of the interstate. I called and requested roadside assistance to help change my flat tire, as I had the temporary spare in my trunk. I received a text that said good news, a technician will be to your location in 18 mins. Close to an hour later, their tech showed up, but did not know how to change a tire. I had the entire repair kit on my car, which they were not familiar with and kept telling me was the wrong kit for my car. Despite my attempts to tell him that someone had changed a tire before using this exact kit, they kept insisting that I was wrong and recommended I have my vehicle towed instead. I insisted I do not need a tow; he contacted their dispatch and told me he had requested a tow, and then left me (a petite, young woman alone) on the side of the highway with promises a tow truck would contact me soon. Another hour passes; no one has contacted me. I finally call yhe provided service number again, the woman that answers seems confused that I was still waiting, when I told her that I do not need a tow truck just someone that actually knows how to change a tire? She said she would send someone soon. Another hour passes, no one has contacted me. It is now close to 3am and I have been left waiting on the side of a highway with promises someone was coming in 18 mins for close to 3 hours. I inevitably flag down a passing motorist that agrees to help me (and was thankfully a trustworthy Good Samaritan; again, small woman alone in the middle of the night) who takes 30 seconds to look up a *** video on how to change a tire and has my spare on within mins. This kind person even followed behind me until the next exit to make sure I got to a side road safely. Cut to the next day, around 3pm when I received a text *** Someone has been assigned to your tow request and will be there in about 2 hours.15 hours after I begged someone to just help me change a tire. I called and cancelled the request and fairly angrily explained to the person in the service department that it has been over 15 hours since my request and I had obviously figured out a better solution. Still my request was not cancelled and I was inundated with calls from a tow truck asking for my location while I was at work. I stepped away and called again and explained AGAIN that not only do I no longer need a tow, at no point did I ever need a tow truck and hung up. I assumed someone was worried about a possible negative review, considering they left a woman stranded alone on the side of the highway (which I believe is the #1 use of roadside assistance) and the customer service left my continuous messages asking if I was ok while I was trying to work. This is the least reliable assistance program I have ever paid for and am planning a switch to a different insurance company simply because of the ridiculous, dangerous and careless service that was never provided by this company.

My experience aligns with Mr. Smith's and others, highlighting harmful practices for years. This pattern requires intervention by legal authorities and consumer agencies. Agero and insurers using its services show serious deficiencies, endangering people daily. This company and those mentioned are unaccountable, avoiding responsibility and profiting at their customers' risk on remote roadsides. Insurers must be held accountable. They claim a call center as their own, but it's routed to Agero, leading to inept, slow-responding call handlers who fail to provide service. I was stranded for hours on a dangerous roadside on I-76 due to a tire blowout. I couldn't safely change the wheel, and bad weather approached. No assistance arrived. Agero didn't contact me until 1:30 AM, after my initial call at 5:30 PM. They claimed to dispatch a service with a non-responsive contact number. It's a scam Agero couldn't deny. Even at 1:30 AM, Agero had no record of response from its service provider. They offered me $50, a bad faith practice to cover up these issues. I instructed them to preserve all evidence for my attorney. This requires serious legal and consumer affairs bureau intervention, as it's systemic and rooted in bad business practices. I will also question my insurance company, with its $80B revenue, about their affiliation with such a third-party firm that endangers customers. These companies exploit consumers for profit, and there must be accountability for their negligence, as shown by the record. I left the lowest rating possible and would have given a negative rating if available.

uses this horrible company for its roadside assistance. I called Saturday 07 Nov 2020 to get my vehicle towed to the dealership. I called around 9a and was told I would get a call with an ETA for the tow truck. 3 hours later, with no call, I contacted Agero again and they informed me the initial tow company doesn't tow vehicles like mine. They found another company and estimated a 90 - 120 min arrival. They failed to notify me when the first company cancelled. 3 hours later, still no tow, I had to cancel due to other commitments. On Tuesday 10 Nov 2020, I tried again around 9a. This time, I was promised a text with the ETA. After another 3 hours without any update or tow, I reached out to Agero and learned the tow was cancelled. The reason was the same: the tow company doesn't handle vehicles like mine. The representative assured me they would find a suitable company. After being placed on hold, she returned to say that a Towing Specialists would arrive in about 25 min. Two hours passed, no tow. I called back, and the representative found another company, promising an arrival within an hour. Unable to reach the tow company directly, I contacted Agero again, only to find out the request was cancelled once more for the same reason. With the dealership closing in 2.5 hours, the representative said she'd call back after making some calls. She returned in 5 min, claiming Quick Towing would arrive in 40 - 45 min. An hour and a half later, I couldn't reach the tow driver and the mailbox was full. Calling Agero again, I was put on hold while they checked on the tow truck. They returned to say Quick Towing cancelled without reason. With the dealership closing in less than an hour, they admitted they couldn't arrange a tow in time. We scheduled another attempt for the next morning. Despite this, my confidence is low. I am very disappointed in the company for partnering with Agero and am considering switching insurance providers before my policy renews in April.

Misleading and disappointing, May 15 I am writing to document, and express my extreme disappointment with, the six and a half hour misleading and incompetent roadside assistance my wife and I experienced on May 15. Here is the chronology of the day (times are approximate): 9:40 am. My wife called the service to report a flat tire. She was on route 95 north just past exit 64. The service texted that the provider would respond within 55-56 minutes. 11:15 am. My wife called again to report that the provider had not arrived. 11:30 am. The service called me to say they had replaced the first provider with a new one, who would respond within 35 minutes. Note that my calls went to voicemail, with no callback. Providing the driver's cell number would have been helpful, as we could confirm the car's exact location. 12:15 pm. The driver called my wife stating he was out front at an unspecified location. She gave him the car's correct location, and he called 10 minutes later asking for further directions. 12:45. The provider arrives, more than twice the estimated time, a timeline that was clearly misleading. 1:00 pm. The service person states he cannot change the tire because it requires a lug nut key. He says he cannot tow my car and that I need to call for a flatbed. I then called to arrange a flatbed. 1:30 pm. The service texted me that the flatbed provider would respond within 60 minutes. 3:45 pm. The driver called my wife stating he was out front at an unspecified location. She gave him the car's correct location. 4 pm The Towing flatbed arrives, an elapsed time of 150 minutes, almost three times as long as their estimate. The flatbed was to deliver the car to the dealer. I explicitly asked the flatbed driver to leave the keys in the dealer's after-hours drop box if they were closed by the time they arrived. 8:30 am, Monday May 17. The service manager calls to tell us the flatbed driver left the keys locked in the car, forcing us to drive there to open it. By ignoring my request to leave the keys in the drop box, the driver appears to be neither competent nor professional. 11 am, Monday May 17. The service manager calls to tell us that none of the wheels on the car require a lug nut key. This fact demonstrates that the service person who stated he could not change the tire was not competent. Based upon this experience I strongly encourage the service to drop both providers from their list of authorized providers. As a further note, there appears to have been a breakdown in communication between the service and the drivers regarding our car's location. When my wife and I each spoke to the service, the dispatch staff seemed to understand our location correctly. However, both drivers initially went to the wrong location, calling my wife to state they had arrived. She had to direct each driver to the car's correct location. Perhaps this breakdown is attributable to a flaw in the service's location tracking app. In light of this misleading and incompetent roadside assistance we will not renew our contract, nor will we recommend it to anyone we know.

I needed gas this morning. I have insurance through USAA. The outcome is that I was told you would not help me until tomorrow. It is Saturday MORNING. It is snowing and cold and I need to have my vehicle available to me. This is unsatisfactory,

I have never had a problem with Agero before. In addition, the person was rude. Please listen to the recordings if there are any. I ended up joining AAA and was given immediate service and had gas within 25 minutes. I pay USAA $259.00/month for insurance and the security of roadside assistance. I would like an explanation. 619-846-4393fe

Was told 90 minutes for tow truck arrival. Five hours later finally showed up after being lied to multiple times. First dispatch told me 90 minutes so I waited two hours then called the tow truck company. They told me 20 minutes. I waited another hour and then dispatch called me back And said it’ll be an additional 45 minutes because of traffic in Wyoming on a Sunday at 6pm where there is only cows, i was lied to multiple times and then five hours later the tow truck driver finally showed up. This company lied to me the whole time. Agero should cover the $730 for horrible service and lying to customers, they should be straight forward with customers not lie to them. My 4 year old kid was with me on the side of the road in 18 degree weather for 5 hours because of incompetent company’s. Dispatch failed

Tow truck driver broke my key it’s been over a mth mark has not returned my call nor has a supervisor returned multiple notes has been tagged and left completely neglected regarding the matter please have someone in upper management reach out please I no longer want mark o handling my claim please Case # [protected] the problem is that my issues haven’t been resolved by claim agent nor have claim agent mark nor have a supervisor reached out regarding a resolution after 72hrs but it’s been over well 300hrs I’ve left multiple notes to both party’s to return none have attempted just one my replacement key because the other one is not functional it glitches every other day sometimes have to take an Uber

Om 08/21/2023 i had two blown tires on the passenger side. Called roadside who sent a wheel lift truck. As the driver kept lift the front of the car i told him 3 times he was stressing the front bumper and proceeded. Thankfully it didnt break. He then put dollies on the rear wheels and proceeded to tow the vehicle to walmart. Once there, i was talking with the tire tech when the driver came over and asked me to follow him back to the car where he pointed out the damage. He took pictures and i took pictures. I filed a claim. Two weeks went by and i called. They said they have no record of a claim and so i had to file a claim again. Been two weeks emailed them twice, called them 4 times and get a record answering machine asking for a 5 digit extension number which i never received. Which this claim by their own statements should’ve been resolved in 24-48 hours. So i called their customer service line and they just transferred me back to the recording. Claim# [protected]

On 8/23/2022 my 2008 Toyota Camry broke down at a busy intersection around 12:30pm. I contacted my insurance company to open a roadside assistance claim 678033-GN. Nationwide contracts with Agero to provide their policyholders with coverage. Agero then contracts with tow companies to dispatch requests. After calling Nationwide at 12:33pm, local Police arrived to direct traffic as my car was blocking it. About 45 minutes after my call, Agero sent a text, followed by another from the tow service with an estimated wait time of 60 to 90 minutes. I called the tow company to confirm the wait time, and they confirmed it was correct due to their location being an hour's drive away. The police called their tow company to remove my vehicle due to traffic delays. I requested to wait for the original tow, but the police's wrecker towed my car for $150. Without the funds, my car stayed in the storage yard for 5 days at $35 a day, totaling $325. I retrieved my vehicle on Saturday. Nationwide refunded the tow fee, and Agero agreed to refund the storage fees. On September 1, I received a call from Agero's damage team. They instructed me to email [protected]@agero with the claim number and proof of receipts for reimbursement. Despite sending the email on 9/2/22, I have yet to receive the check, and the delay was due to the police-initiated tow.

On 5/28/22, my car required towing from a muddy field. I contacted USAA for roadside assistance. The towing service arrived, and I was with a friend. The tow operator used a cable on my car's front driver side. My friend was instructed to steer left during the retrieval. The cable scratched the rim. It was too dark to assess damage then, but later at a gas station, I noticed the rim damage and texted the driver, who denied it. On 6/10, I reached Agero, who sent the tow truck, and they emailed me complaint procedures. I sent all required documents to the Agero representative on 6/27. On 7/1, I gave a verbal statement. On 7/6, my claim was denied for lack of evidence. I clarified the presence of my witness and written statement. The representative called my witness but still denied the claim on 7/7. I sought a supervisor from 7/8/7 via email without response. Finally, on 7/15, I called Agero, was on hold for 2 hours, and never reached a supervisor.

Case # [protected] Job ID: Vehicle has Progressive's 24/7 Roadside Assistance policy. Services are provided by Agero, also known as Cross Country and Swoop. Vehicle's policy includes jump-starts at no cost. Called Progressive, they transferred the call to Agero. Agero's agent explained a payment of $303.50. Previously, Agero would dispatch a tow truck. Payment was charged to my bank card on August 1st. Agero's agent texted a link to my cell phone for their app at 8:23 pm on that date. We arrived home at 2:11 am on August 2nd, after waiting in high 90s temperatures for over 5 hours. Received a call from Anytime Towing. Met the tow driver in a parking lot; he took pictures of our vehicle. I signed a blank service order but never received a copy. Close to home, Agero's agent called to inquire about the tow service. I clarified it was a battery jumpstart, not a tow. The agent then hung up, and Agero's app was remotely removed from my phone. Their acclaimed navigation software should show our meeting location. Although a tow was requested, only a jumpstart was provided, which should be free under Progressive's policy. Included a PDF (Court Case No. CPF-12) detailing Agero's record of flawed data and billing issues, along with their habit of hanging up on customers. I outlined my experience in a filed claim for reimbursement with Progressive's online service, receiving claim number CLM202108-486661. Was not informed when the claim was closed without reimbursement. Contacted Progressive and was redirected to Agero/Swoop services. Despite calls, emails, and texts, the only response was 'Will get back to you'.

I was involved in an accident in a city. By State Troopers orders, my car was taken to a Tow Yard named XYZ Towing about 3 miles from the accident's location. I wanted my car taken to ABC Auto Shop, a shop I've used before. I was informed by John, the owner of ABC, that it would cost a significant amount to pick up my car from Commerce City due to it being about 150 miles out. I called for a second quote from LMN's Towing and got the same price. I decided to call Cross Country Motor Club, INC., also known as Agero, who manage the roadside assistance program for my car's extended warranty, a 2019 Toyota CHR. After verifying my information, I was told I was covered under my plan, and they would arrange for my car's transport from XYZ Towing to ABC the next day. However, things went awry when I was informed by Alpha Statewide Transportation LLC that Agero had canceled the payment for the transport, leaving my car at Alpha's until fees were paid. After multiple unsuccessful contacts with Agero, I spoke with a supervisor named Mike, who assured me they would settle the payment. Despite promises, the payment was not made, and I lost contact with Mike. Two weeks later, with no resolution, I had to pay to release my car, incurring substantial costs due to Agero retracting the contract.

On Feb 24th I called my insurance company because I had a flat tire. I was connected to Agero. Agero informed me I had no roadside services with my insurance and they told me they could send someone out to change my tire for $76.00 dollars. I accepted and payed with my debit card. Two hours later a guy named *** arrived. He could not change my tire because he did not have the correct tools. He was more of a tow person. He said he did not know why they had sent him to change a tire. He left. I called Agero and explained the situation. They apologized and offered to send someone else. I said no thank you. I do not want to wait another two hours. It was already 8 pm and very dark. I said just cancel it and refund me my money. The rep said ok no problem. You should receive your refund in 5 to 7 business days. On Feb 29th I called them again. Just to make sure it had gotten cancelled. The rep said yes it was, to wait 10 business days for my refund. No refund came thru. On March 9th I called again. The rep *** told me it had never been cancelled. Supposedly she spoke with her supervisor and was going to take care of it. She even when as far as to type in notes of the problem and so on. I think she was just BSing me. She told me someone would be in contact with me in the next 24 to 48 hours. NOTHING! I called again March 17 spoke with a ***, I believe. Explained the situation. She looked into and said service showed as completed and was never cancelled. Are you freaking kidding me! Ugh. Now here is the thing...on 02/25 at 7 am I called again for service for my tire and again paid $76.00 dollars. I figured I was getting refunded for the previous day because no service was done. After waiting 1 1/2 hrs some one showed up changed my tire and I was on my way. So this last rep said...it shows service was provided and completed on the 02/24. And I said...you really think I was going to call back on 02/25, pay another 76.00 dollars if the service was done on 02/24? These people are LIARS and a Joke! I just want my $76 dollar refund!

The email I was given is not valid and they are not returning my call. I emailed about the CASE NUMBER for the 2018 CLA. The email provided by AJ to submit a claim is incorrect. I apologize for the delayed response. I will send the video and photos of my car getting damaged by the tow truck soon. You can reach me at my direct line or cell, and find more information on my LinkedIn profile. I had to send one video at a time due to size limits. Two videos and two images showing the close-up damage have been attached. Please review the images showing the damage caused by the tow truck.

I own and operate a fully mobile repair business from a home office. We are not open 24/7 and closed holidays and weekends. We do not and never have provided roadside assistance or towing and recovery yet I receive calls for these specific services from three different Agero phone numbers (based in ***, ***, and ***) at ALL hours day and night, holidays and weekends included, even at odd hours of the early morning (like 2, 3, 4am...) and quite often multiple times per day. I have answered, explained that we don't provide these services and asked to be removed, even asked several times to speak with the caller's supervisor and done the same. I have tried ignoring these calls, thinking with no answer perhaps they would stop calling. I have tried calling and emailing numerous contacts shown on their website, listed on the internet, and quite a few listed under their corporate registration. Some of these "contacts" are listed as corporate executives. No response from any of them and the calls continue. I operate from a home office and after multiple attempts of various means, I have been unsuccessful stopping these calls. We have never done business with Agero and do not know how they got our company on their call list. The situation has escalated to the disruption of daily business not to mention personal harassment of family. On Friday 9/1 I tried once more to contact someone at the corporate office to cease and desist these calls by answering one of them and forcing them to transfer me to a supervisor who told me he would make sure our number was blocked on their end, but since that conversation have received over the weekend and holiday six more calls from Agero. Our company telephone is a landline without call blocking, as call bloicking is a service we have to pay for monthly and I should not have to pay to cease what have now become harrassing calls. If I receive no response I will be forced to take additional actions which I do not want to pursue. When customers inquire, as they often do, what we recommend for this type of service, it will definitely not be Agero we recommend.

Re: Case #: [Redacted] On July 17th at 3:05 pm I requested roadside assistance for a non-starting vehicle. Over 18 hours later, the towing company arrived to take my car to a nearby repair shop as per the Agero app. The car was towed, and days later, a mechanic from another shop indicated a week for repairs. When I called the expected shop, they had no record of my car. It was elsewhere. I retrieved my car on July 24th from the distant shop Agero used. Shortly after, the car lost steering and brakes, but I stopped safely. The next day, a different company towed it to my chosen shop. They reported over $1000 in damages from the wrong shop's work. After another week and a half and a rental car, my vehicle was fixed. I spoke with a helpful Agero rep on July 27th who acknowledged their mistake. I claimed repair costs via email but got no response. I followed up on August 4th. On August 7th, an unprofessional rep called, blaming me. Agero's error caused this ordeal, and they should reimburse the extra costs.

Good day, This is the first time I call Agero Road Assistance, and I had the worst experience with the road assistance I could ever have. My car broke down at 9:27 pm on Sunday February 14th, and the Agero contact center sent me the towing service 6 hours later! I had to wait all this time in the street, waiting hours for a towing service, which was insane and not acceptable. When calling the road assistance contact center at 9:30 pm, the first agent said the service would take an hour and twenty minutes to arrive. When I followed up in the second hour, the agent said my service was canceled due to an urgent request. Since the towing service did not arrive, I continued calling the road assistance contact center and it would sometimes take more than 30 minutes to get a hold of someone. I had to request the towing service through their app as well to get a call from an agent to follow up on my previous request. I spoke with 4 different agents; the first three were very incompetent and with poor customer service, they did not send the service I needed and never called back as requested; instead, I had to call and wait to speak to someone at the understaffed contact center. Finally, the 4th agent was able to send me a towing service and personally took care of my request. How is it possible that a reputable company partners with Agero if they don't have towing services available for their customers? How can Agero have contact centers that provide the poorest customer service in urgent situations? After dropping the car, I got home at 5:00 am with no sleep, exhausted and frustrated. I missed work and need compensation for this matter, along with the money I spent on food during those 6 hours. I'm requesting $200 for the work day I missed and $50 for the food, totaling $250. Insurance companies should be aware before partnering with such companies. I am contacting the headquarters to file a formal complaint and expect a resolution.

The driver of the tow vehicle was rude and difficult to work with. When he called me to confirm he was on his way I tried to explain verbally that I had called the roadside service back and updated the destination of the tow. The driver quickly informed me that he would only be able to tow the vehicle to a repair place that was initially listed. I replied to him that if he was not able to take my vehicle where I wanted it to go then there was no need for him to come to my location. That was when he began saying to me that there was no other service working. I then replied that my roadside assistance with *** would find me someone else and then I said thank you for your time. within a couple of minutes he was there, backed up to my vehicle and attached his dolly before he got out of his vehicle. I then told him I was calling *** back to have another service that would be able to tow my vehicle where I wanted it and ask him to release my vehicle that since he was not able to satisfy the customer he was not needed. Eventually I was able to get someone from roadside assistance on the phone and ask them to speak with the driver about the update to the destination I had already completed and to authorize the driver to take me and my vehicle to my home. The driver was still resistant and insisted that he was using some special equipment that created an additional fee and still maintaining that until he got an update in his office that he would only take my vehicle to a business and drop it off there. Eventually the Office did get the update and the driver agreed to tow. Upon arriving at my home I asked the driver to pull my vehicle to a specific location that would make it easier on the tow the next morning. The driver complied and before either of us got out of the vehicle he lowered the rear end of my vehicle to the ground and release the clamps It was at that moment my vehicle began rolling and continued until it crashed into the neighbors storage building. We the driver and I both checked it out and then I ask the driver to pull my vehicle back to where it was and allow me to place some rocks under the wheels to keep the vehicle from moving. While I was doing this the driver got a flashlight out looked under my vehicle and told me that he thought the shifter cable had broken. After my damaged vehicle was secured the driver did not mention a damage report then got in his vehicle and left. I was literally in shock at that moment came inside and called *** roadside assistance again to schedule my tow for the next morning. Since then I have called them several times and they deny towing my vehicle and will not file a damage report. Since September I have attempted to reach them many, many times unsuccessfully. When I have reached someone they were not able to locate my name, case number, claim number, telephone number. One time I got to talk to an agent *** who told me he was sending the case to a committee. Bottom line is I have reported them to my *** Insurance Agent. Now I have a $2,757.40 as a result of using this company and tow company that I will have to pay. I only hope that God makes good on the promise that "vengeance is mine" thus saith my Lord and God.

I filed a roadside assistance claim for a jumpstart through Agero. I had just purchased a *** exactly 6 days prior. When the service provider arrived he pulled up in a personal vehicle with his wife and kids. He attempted to hook up a portable charging device that immediately died after connecting to my battery. He then attempted to hook up jumper cables to my battery without his car running. At which point his wife yelled " You know you can't jumpstart a car with our car off" The service provider apologized and stated "My father has been in the hospital so I haven't done this in a long time". When he turned his car on sparks began to ignite on my battery. He told me to try and start my car and when I did I smelled a very strong electrical odor (Which later I found out to be the Electronic Control Module Burning) When his car battery died his wife began yelling again saying that he was hooking the cables up wrong. After a couple of minutes his car battery recharged and he attempted to jumpstart the car again. I handed him my users manual and he did not look at it. The users manual showed a diagram of the battery. Since it is a German car, there is a no red cable. There is a brown cable and a black cable. The brown cable should be hooked up to the black jumper cable and the red jumper cable to should be hooked up to the black cable. The service provider was hooking the red to the brown and black to black (ultimately reversing polarity) Sparks began to ignite from my battery again. He then said something was wrong and called "a friend" of his. He told me that his friend was going to come and help. I went back in my house to wait and and he came to the door and said he had to go and that his friend was on the way to help me. He also stated that most likely I would need a new battery. (His friend never showed up) After he left I had my neighbor remove my battery and went and purchased another one. I called the *** dealer and after telling them the events that occurred they told me it sounded like serious damage occurred and that I should have the car towed to the dealer. I sat the battery in the cage (not connected) and advised the tow company to be careful because the new battery was sitting in the cage not connected. After extensive testing the dealer advised me that damage was done to the ECM, Alternator Fuse, multiple minor fuses, Door modules and my radios AMP. I only had enough in savings to repair the main components (ECM, Alternator Fuse and minor fuses) $1100.00. I filed a claim with Agero and after 3 weeks I get an email from a liability specialist (***) stating that he has reached a decision/resolution and was waiting for his manager to approve. A couple days later I receive a call from another liability specialist named (***) who stated that *** was no longer with the company and that he would be taking over my claim. He stated that he had to revisit the details of the claim and contact the service provider, the dealer/repair shop. I just spoke with *** and his resolution was that he could not hold the service provider liable for damage to my car reasons being 1. Vehicle would not turn on after several attempts at jump starting the vehicle, indicating possible issue with a component of the electrical system. (The car wouldn't start because the service provider reversed polarity by hooking the jumper cables up backwards and blew the ECM) 2. Customer confirmed battery was disconnected prior to being assessed for damage, disconnecting battery can cause electrical issues if done improperly. (I was advised by the service provider to replace the battery). *** explained that there was no proof that the service provider hooked the jumper cables up incorrectly because the service provider says that he did not. *** stated that this was a case of "He say, She say". This is the absolute worst experience I have ever had with a business and the first time I have ever felt it necessary to file a complaint with the Complaintsboard.com. Agero and their liability specialist are crooks and their sole purpose is to find ways to not hold their company or their service providers liable for any damage done. *** was right this was a case of "he say she say" and the word of an unprofessional, uneducated amateur service provider superseded mine and the *** dealers. I am livid and disheartened to think that I have fallen victim to a company that practices unfair/deceptive acts/practices. I could cry. Not because I am out of $1100 in savings fixing a new car that ran perfectly fine but because the service provider lied and Agero clearly had no intentions of rectifying my grievance. I see now that the world we live in is a corrupt one and businesses like Agero should not be *** Roadside assistance provider.