Complaint The Agero Roadside company blow out my module that controls my window. On or around September 14, 2015 I had an issue with my battery dying due to a light been left on. I contacted my insurance company, which in return contacted Agero roadside assistance to come out to give me a jump. It was very obvious that that gentleman that was dispatch was unfamiliar with jumping a BMW. The repairman tried to jump my battery from the front; which was unsuccessful. He then tried to jump my battery from the truck; which was also unsuccessful. While he was jumping my car from the trunk, I heard a pop. Once I heard the pop, the repairman immediately closes my truck and said that I needed to call a tow. Once he left, I called BMW road side assistance to come out. Once the trained BMW repairman came, he places the battery jumper on my front battery and my car cranked in 3 seconds with no problem. Once I began to drive to work, I noticed my front windows would not come down. Thinking that I only needed a reset, I took my car to the BMW dealer the next day. Once I paid the dealer $168.00 to do a diagnostic test on my car, they told me that a module had been sparked when the Agero repairman tried to jump my battery from the back and needed to be replaced. The cost to replace is 1100.00. I called Agero and told them what had happened and even provided paperwork. After a week of waiting for decision of liability, a spokesperson from Agero said that they are not paying for my car. I asked for a supervisor; he stated that I would be wasting my time speaking to a supervisor. I was offered no apology, no reimbursement nor anything.
Desired Settlement repair cost of the module
Business Response Good morning,
Please be advised that the customer's complaint has been reviewed and the denial decision has been overturned. The customer is being contacted immediately and payment is being issued.
Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) I will except this business response, However; as of today 10.20.15, I have not received a called, email or reimbursement from Agero.
Complaint They damaged my car in towing it and requested an estamate which I provided and they would not pay for the damages They towed my car from the estimate shop ordered by the insurance company of the person who caused the initial damages to my car.... Damages were on the drivers whole side. They towed it to the repair shop and new dent resulted in the back of my car. Pictures showed the debt was not there before it was towed. I picked my car up after the repair and found new damage so I called them. They asked for an estimate that I gave them along with photos and they would not pay for the damages now that I have the estimate and say now they no not accept liability
Desired Settlement I would like the amount of $538.91 that the body shop estimated it would cost that I sent them
Business Response We have reviewed the recent damage complaint for ***** ********** who requested a tow service on her 2012 Kia Optima. Ms. ********** stated that the trunk was damaged during the roadside service. The final liability decision is that we are denying the damage complaint.
The reasons behind the denial decision are listed below The claimed damage is outside of the scope of the technician's work-space The customer claims photos were taken prior to the service indicating no damage, however, those photos were also taken prior to the repair facility having custody of the vehicle The customer did not see the damage until retrieving the vehicle from the repair facility The vehicle was in the care and custody of the repair facility before the damage was noticed by the customer
Based on all the information obtained, we are unable to honor the damage complaint. There is no evidence that the service provider caused the damage or did anything negligent during the service to cause the damage.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) The damage and fixing of the vehicle was nowhere close to proximity where the new new damage was found and the towing company was the only person that was in that vicinity to have inflicted this damage. The repair facility fixed the drivers side of my car... The new damage was to the rear of the trunk below the passengers side rear brake light The photos taken prior to the tow (within the same week) showed no damage and the repair facility said they did not cause the damage. They are a repair shop not a damage shop. The towing company asked me to take my valuable time to go get an estimate (on what should have been a fully whole car) to now find out the new damage cost that they caused. If they were not liable, and they believed the repair shop added some damage on one end while repairing the side, then why did they even ask for the estimate? Do they damage peoples vehicles and add insult to injury by running them around afterwards? This is vey poor and negligent that they will not cover damages they know they have caused to my vehicle.
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) The fact that your company was the only one who would have been near the rear of my car to have inflicted the damage is why your company is liable. The area of old damage being repaired was nowhere near the new damage that was caused by agero. No one other than the towing company was near the rear of my car. They only works on the drivers side. Should I have followed the tow truck with a rental car to make sure he didn't damage it when moving it from point A to point B? Ridiculously outrageous!! Agero is definitely liable and I can seek further action if required.
Final Business Response Good morning,
Anytime a damage claim is presented, our process needs to be followed which includes the requesting of the photos and estimate. Once all information is received, a decision can then be made on the complaint. Based on our evidence, the damage does not support that the Service Provider caused this damage. Just because the repair shop stated that they did not cause the damage, does not automatically mean the Service Provider (Towing Company) caused the damage.
Complaint Agero was supposed to provide Emergency Roadside Assistance per contract. The organization failed to provide said service when I was stranded. On October 6, 2015 I left my office and found that my vehicle's battery had died. In proactive effort, I walked 3 blocks to 3rd Ave and Van Buren in the rain to purchase a new battery from Firestone, and returned to change out the battery in my vehicle. Upon beginning the work, I found that I did not have the required tools to change out the battery. I then called my State Farm insurance agent, who advised me to contact the emergency road service number located on the back of my card, 877-627-5757. When speaking to the representative, I explained that I needed tools to replace a dead battery. The representative said Our drivers cannot change a battery, because it poses a liability and he then recommended they could provide a jump start to the vehicle or a tow to location. I explained that I did not need the driver to change the battery, I just needed the tools to do it myself and that receiving a tow truck was pointless, because I was on the 3rd floor in a narrow parking structure. He further said, The drivers don't carry those tools because of the said liability. I hung up and called my State Farm agent to explain the circumstances. He advised that if I needed a jump start or towing that I should call the Emergency number, to which I replied, there is no point to this, because my vehicle is on the 3rd Floor of a parking structure and a tow truck will be difficult to egress out of the structure, additionally that I have a new battery and I just needed the correct tools to change out the dead battery.
I called my spouse from 12 miles (our residential location) away who went out of the way and bought a toolset for me at an auto parts store, drove 30 minutes to my location and I was then able to change my battery on my own. My total time spent was over 2.5 hours and we did not get home until after 7:45pm.
Investigating our Declarations and Policy Coverage, we found that Mechanical Assistance was covered and available through our coverage options (Coverage H). Mechanical Assistance at no charge for one hour.
Following up with my State Farm Agent's office this morning 10/8/2015, I was informed and he confirmed that Agero was supposed to help me, and the information provided to me by the representative was incorrect; the Emergency Drivers do carry a spare battery. Otherwise, no response has yet been received by Agero. My statement to Agero is being forwarded by my State Farm Agent's office.
Desired Settlement Quite honestly I'm not sure what this settlement should be. Having assurance and peace of mind that the coverage I pay for through insurance providing me ample security, a sense of safety in circumstantial situations holds an invaluable price. In over 20 years of driving, it has been 17 years since I confronted a questionable circumstance where I needed roadside assistance, and this instance my coverage failed me by way of Agero.
Business Response Contact Name and Title: ***** ***** Manager Contact Email: ******@agero.com Good morning,
We have made a two attempts to contact the customer since we received this complaint. Both attempts went unanswered by the customer. We have also sent the customer an email today to attempt to make additional contact. Once we speak with the customer, we will work with the customer to address his complaint.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I've called and left the contact person who called me (********** ******* xXXXXX) a voicemail message, and called per the guidelines provided to me - between 7:00am - 3:30pm. Pending response phone call.
Both phone calls from Agero were same day during my business hours last Friday, and the business needs to maintain sensitivity to customers' schedules.
Secondary note, the phone tree selection does not allow a connection to an extension, and leaves me in a continuous loop returning to the main phone tree menu for me to wait for an anonymous representative.
Complaint Neglect towing companies On July 3rd I called for a tow truck because of a flat tire and no spare I told representative on the phone I needed a flat bed because my vehicle is rear wheel drive tow company came and it was a regular tow truck I told him again I needed flat bed he said that he could use dolly than on the way to repair shop my vehicle fell off tow truck when turning come to find out tow driver didn't have my car strapped down
Desired Settlement If rep would have listened to me in the first place a flat bed would have came now I'm dealing with a nightmare with insurance company and everyone else my car bounced off the road it's not ever going to be the same tow companies that are chosen need to be better selected there not even registered with the better business bureau
Business Response Good morning,
This will be our second response to the BBB regarding this matter. Crossroads Towing is a third party independent contractor who was contracted to service the customer's vehicle. When this incident took place, Crossroads Towing reported this matter to their insurance carrier for handling. ******** ******* from ******* ****** Insurance Company, has been provided the claims information for Crossroads Towing insurance carrier. ******** ******* is the adjuster at ******* ****** who is handling this incident for the customer. If ******* ****** and the insurance carrier for Cross Roads Towing is handling this incident, why is there an attempt to still collect from our company? Agero does not insure Crossroads Towing, they are an independent Service Provider who has their own insurance for incidents such as this one.
Complaint The tow service provided through this company did not provide service-abandoned me on the side of the road. Aegis owes me refund from one month ago. I am intrigued that I have received two phone messages (taking no responsibility for refunding me the money that Hyundai Roadside Assistance billed me for back on 1-29-15) and pushing the responsibility back on the tow company for abandoning me on the side of the highway. Yes I am angry with the tow truck company for their unprofessionalism, but I am even angrier that Hyundai Roadside Assistance is not refunding this money owed to me for one full month, and then trying to pass of all of the issues to the tow truck company. You have been holding my money-at least the tow truck service didn't also gouge me for additional funding...
I am letting you know that I have contested this with my Visa company, am reporting anyone associated with this mess to the Better Business Bureau, and seeking counsel with the Attorney General's office due to this continued misbehavior and lack of follow up by Hyundai Roadside Assistance-which is provided through Aegero via contract.
To be really clear: I should be refunded this money, and Hyundai Roadside Assistance (provided through Aegero) should take responsibility for the lack of training for its staff, lack of quality contracts with tow truck companies, and lack of any real customer service training throughout this disastrous process.
The accident happened on 1-27-15 and I was charged the $154.50 to my Visa on 1-29-15. So it has now been over one month and Aegero has still not honored the refund and has only sent me generic "form letters" indicating that they are sorry and this shouldn't have happened.
I will email daily until this is resolved to this address and I will also call daily to Aegero until this is resolved...will be further proof that Hyundai Roadside Assistance (Aegero) does not take responsibility for its poor actions.
Desired Settlement I am contesting this charge of $154.50 since I received no services what-so-ever from the tow truck or from Hyundai. Roadside Assistance (provided through a contract with Aegero) . The tow truck driver left (he also tried to charge me an additional $180 beyond the $154.50 fees). I also was charged $100 more than what was quoted to me on the phone by the Agero agent. I have been told several times (and have saved two of the phone messages that they shouldnt have done this -but still no refund one month later).
I am going to work with my Visa company and then take this to small claims if needed.
I would have hoped by now that you would have seen that the tow truck driver left me...provided no service...so I called another company and worked with them instead.
I am extremely disappointed by your company and by the lack of coverage that this "road side assistance" was supposed to entail.
I would like you to resolve this honestly and appropriately right away.
Business Response Please be advised that a check has been processed to reimburse the customer for the $154.50. The customer should receive payment in 7-10 business days. It is being sent to her home address. The check will come in a large windowed envelope with a return address of Cross Country Moto Group, Medford, MA.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I was given an incredible runaround by this company. If I hadn't reported Agero to the BBB, launched a filing with the Attorney General's office, and formally disputed the charge with my Visa company I don't believe that they would finally do the right thing. I would also like to stress that it will be at least six weeks (possibly seven) until I will get this "check" that Agero claims they are sending me.
They don't train their Customer Service staff. They don't communicate or follow up internally. Many staff are very rude, and they only responded to my queries about 50% of the time. It wasn't until I became more frustrated and angry with them-combined with my legal endeavors-that they finally are not claiming that they are issuing this refund. It wasn't supposed to have been charged to me in the first place!!
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Again, this company is being flat out dishonest. Yes, they are admitting that they do not have sufficient contract management and training processes. Can only wonder how many other unfortunate individuals get caught into these kinds of messes.
I am completely accurate which is that I was inappropriately charged on 1-27-15 by Aegis. Today's date is 3-10-15 and I still don't have my money back. So it has been over six weeks that Aegis has been holding my money. Beware of this company as they are not just incompetent but actually not honest in their dealings.
To re-cap: I started contacting them the next day after the accident to try to understand how they can charge for services not rendered. I called three tines without any response and also emailed twice without any response. Once I started talking with them I was shuffled around to four different people, none of whom followed up. The documents that they should have had (eg the e-receipt, the phone call records, and numerous attachments that I sent them several times.
I truly believe that if I had nt started several formal proceedings against them (including this report) I might never have gotten my money back...and still may not since I don't have a check still...I will add t th complaint and also file a complaint against Asgis in Massachusetts BBB if they can't resolve this significant error on their part.
Final Business Response Good afternoon,
Please be advised that we reviewed the customer's concern's related to this service. After reviewing the customer's complaint we were finally able to uncover where the breakdown ocurred. We contacted the customer and provided a full resolution to her complaint. We have submitted payment to the customer for full reimbursement. 6-7 weeks is incorrect on when she will be reimbursed. The customer will receive payemnt within 7-10 business days.
Complaint Tow operator disregarded my concern to follow him in an unfamiliar city, late at night, in heavy traffic, resulting in my receiving a speeding ticket My husband broke down in Denton, Texas while on a sixteen hour trip from Ponca City, Oklahoma to South Padre Island, Texas around midnight on November 01, 2014. We had been looking after his elderly mom for an extended time and heading home. I was in a rental car to transport pets and personal living items. I contacted our insurance company, Hartford Insurance, for roadside assistance to be towed to BMW of Dallas. They contacted Cross Country Auto aka Agero. Cross Country Auto was precise in the time for picking up the vehicle at 1:09am. There was no room in my vehicle for my husband so he rode with the driver. The driver was advised that it was late, traffic was heavy, the road was under construction, and I was far from home and very unfamiliar with the area so he needed to assist by being sure he did not lose me as I had no idea where we were going. The driver proceeded to drive extremely fast, changing lanes and even commented to my husband that he thought he was going to get a ticket for speeding but they got someone behind him. It was me that received a ticket for 79 mph in a 60 mph zone at 1:31am. I had one bar left on my phone, called my husband and told him I had been stopped and to tell the driver to pull over. If my phone was to go dead I would not have a way to reach him or find them. The driver did pull over and advised my husband that he always drives fast as he makes more money by the amount of tows he completes. Neither of us had speeding tickets that could possibly impact our insurance rates and this one is a direct result of the tow truck driver. I contacted Cross Country Auto at 8;30am and spoke with ******** She was sorry the situation occurred and would have a manager contact me. No manager contact was received. When I finally arrived at my home, I checked the Hickory Creek Police Department of Hickory Creek, Texas website on Citation HXXXXXX and the ticket is for $225. I contacted Hartford Insurance and was advised that this was a third-party situation that they could not assist. I then The owner, *******, never called as promised. Text of November 14th letter:
Thank you for taking the time to contact Agero, The Hartford Roadside Assistance service partner. We welcome valuable feedback from our customers as a means to improve our overall service quality.
It is our number one priority at The Hartford Roadside Assistance to render services in a safe, timely, and professional manner. Unfortunately, on November 1, 2014, we failed to meet those service expectations. You are a valued customer and we would like to take this opportunity to apologize for the service as well as any inconvenience you experienced.
The Hartford Roadside Assistance prides itself on providing service that sets the industry standard for excellence. Anytime we hear that we fail to accommodate our customers in any way such as unprofessional service provider representative by speeding, necessary steps are taken to analyze the incident to ensure improvements are made in our processes or service delivery where needed. Your event is being reviewed and addressed by the. This feedback and analysis provides us the opportunity to evaluate and improve service quality and ensure that if you do have the need for assistance again the quality of service you receive will exceed your expectations.
Thank you again for bringing this situation to our attention. Please feel free to contact me at ***************** or call X-XXX-XXX-XXXX if I can provide any additional assistance.
To date, no additional contact from Agero has been received.
Desired Settlement I am seeking the $225 for the cost of the speeding ticket while hoping it does not have an impact on my insurance rate. I am not seeking a refund of the service charge for the towing as it was completed.
Business Response Good afternoon,
Please be advised that we have reviewed the customers complaint in complete detail. We have contacted the Towing Company to obtain their side of the story which they denied that they were speeding during this service. Once we pulled the call recordings we were able to determine that the customer had informed us almost word for word what had occurred. She had admitted that she was speeding and that she even told the police everyone is going faster than me, why would you pull me over and not them. We were able to offer a formal apology letter in where we obtained her e-mail address and sent the letter as well per their phone conversation. The customer's husband was also in the vehicle with the actual service provider.
We have determined that we cannot be responsible for the customer's personal decision to speed. Unfortunately, the police decided to pull the customer over due to her speeding which has nothing to do with roadside assistance.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) The driver was informed that I was unfamiliar with the area and where he was taking the vehicle being towed and not to lose me. My speed behind him indicates he was speeding to the point that I couldn't keep up with him. The driver advised my husband that he speeds because he makes more money for the amount of tows he can make. The towing company must support that same goal based on their response rather than taking a corrective action.
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