Business Profile

Roadside Assistance

Agero

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Agero's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

400 total complaints in the last 3 years.
68 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:10/20/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My vehicle, a 1973 Dodge Dart ******* needed to be towed to a mechanics shop due to a faulty battery/flat tire. ********** hired this company "Agero" to transport my car, to which they then hired a third party to transport (******************) wherein severe damaged was caused to my vehicle, rendering it undrivable due to the tow truck driver ripping off the sway bar/damaging the front suspension in his haste attempt to drag the car up onto his truck bed, by what he referred to as the front axle. It should be noted that he was asked to wait 10 minutes for the homeowner to show up as he didn't have keys to the vehicle, stated he would and then proceeded to hook my car up to his truck anyways, my car was locked in park with an anti-theft device, and it's a rear-wheel drive vehicle, meaning there is no front axle to hook a chain to! After damaging my car, the driver then left the scene, didn't wait for the homeowner to arrive or contact me. I found out from his dispatcher nearly 15 minutes later after I had to contact them! Now Agero and Markhor are refusing to take accountability for the damages they cause, claiming it's an old car and therefor *****, even though I provided proof that the Dart had just been into the mechanic and had its sway bar and front suspension fixed. There is over $10,000 in damages and neither company will take accountability or pay for the severe damages they caused to this classic car. This incident took place over 2 months ago (August 23rd, 2025) and neither company will return phone calls or emails anymore.
Business Response
Date: 10/21/2025
Date: Fri, Sep 26, 2025 at 9:13?AM Subject: Re: *************** To: ******* dos ****** <*********************************> Hello, Thank you for your email. Our decision has not changed. If you would like to file a claim with ***************, their insurance information is provided below: (We provided the insurance details in this message)
We did not have evidence to hold the service provider liable for the alleged damages and we clearly communicated this with the customer via phone and email. We provided the services provider's insurance information to the customer if she chooses to file an insurance claim.
Initial Complaint
Date:10/05/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The tow truck moved my car from a parking spot, damaged my bumper then took a picture.
Business Response
Date: 10/07/2025
We are unable to honor the damage complaint. There was no evidence provided to support the damages being
claimed are a result of the roadside event. The service provider
documented photos of the vehicle at the time of pickup with pre-existing
damages. Therefore, we are unable to deem the provider liable for
the damages.
Initial Complaint
Date:10/03/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had filed a claim with this insurance company . And my claim was denied. I am requesting a full explanation why the claim was denied . And all documents provided by the towing company ( **************************) who was the insured that provided there documents. That i have not seen ( all the original paperwork and documents and pictures) Forwarded to me . ****** ******
Customer Answer
Date: 10/20/2025
I have not heard from the business in response to my complaint.
Business Response
Date: 10/27/2025
Agero is not an insurance company. We will review damage complaints prior to the customer submitting a damage allegation to a service provider's insurance and in some cases we will reimburse the customer. In this case the service provider took photos prior to handling the vehicle.
We are unable to honor the damage complaint. The provider secured photos of the spoiler showing that it was visibly cracked, which would render the spoiler unrepairable and warrant replacement prior to the tow. The evidence submitted and the documentation provided by the provider would show that the spoiler was in poor condition prior to the tow service.

Customer Answer
Date: 10/28/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.. I do not accept the response . Because I have pictures of my vehicle that was before incident and after incident.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
******
Initial Complaint
Date:08/25/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing this complaint regarding Ageros mishandling of a damage claim caused by one of their contracted tow operators. On August 11, 2025, my vehicle was struck by a contracted flatbed tow truck, causing front-end damage and stress to the transmission while in Park.I filed the claim with Agero immediately on August 11, 2025 and submitted all requested estimates (bull guard and transmission). Despite this, Agero has repeatedly stalled, stating estimates must be verified and that it will take 2448 hours to transfer to their liability team. As of August 25, 2025, no liability adjuster has been assigned.During this delay, Agero failed to provide a rental. I was forced to file a claim through my insurer, ***********, to obtain coverage. *********** confirmed rental and will pursue reimbursement from Agero, underscoring liability is clear and should have been addressed.Most importantly, the transmission shop verified actual damage to the parking gear and pawl caused by the impact. This is no longer potential it is confirmed by a licensed transmission specialist. Despite this, Agero continues to stall, leaving me without resolution.Ageros conduct violates ***************************** requirements for prompt claim handling:Texas Insurance Code ******* requires acknowledgment and investigation within 15 days.Texas Insurance Code ******* requires a claim decision within 15 business days once sufficient information is provided.28 TAC ****** prohibits unfair practices, including failing to acknowledge communications and failing to adopt reasonable standards.I request Agero:Assign a liability adjuster and process my claim without delay.Cover rental costs directly, or reimburse Progressive.Confirm full coverage for the verified transmission damage and bull guard repair.Their repeated delays, failure to provide rental, and refusal to move forward despite verified damage have caused hardship and represent unacceptable claim handling practices.
Business Response
Date: 08/28/2025
Agero is not an insurance company and we do not handle claims. We are a roadside assistance company providing dispatch services utilizing independent service providers. As a courtesy, if a customer reports a complaint that a service provider caused damage, we may issue payment for the damage directly to the customer if there is conclusive evidence the service provider caused damage. If we do not have enough evidence, as in this case, we refer the customer to the service providers insurance. In this case the customer may file a claim with the service provider's insurance.
Initial Complaint
Date:08/22/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They overcharged me for roadside assistance. I had a prior call to tow a vehicle over 10 miles. They charged me $125. With my insurance, it came to $75 out of pocket. Then recently, I had a call about a vehicle right down the road from me. They charged me $362! I called local tow companies and they even said thats outrageous. The highest quote I got from them was $180. When I called this company to explain why, they had no answer. They just said its our system. This place is a scam that takes advantage of people in a bad situation.
Customer Answer
Date: 09/02/2025
I have not heard from the business in response to my complaint.
Business Response
Date: 09/16/2025
We reached out to the customer on 8/25/2025 at the phone number supplied with this complaint. The person answering advised we called the wrong number when we asked for the customer by name. We were going to explain that the second tow was for a vehicle not covered under his policy, and therefore he was responsible for the full amount of $362.61.
Customer Answer
Date: 09/17/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ
They did not explain why one tow that was a significantly longer distance cost 1/3 of another tow that was from right around the corner. They are the same vehicle type. I also verified with multiple towing companies that I was vastly overcharged.
Regards,
****

Business Response
Date: 09/30/2025
We reached out to the customer on 8/25/2025 at the phone number supplied with this complaint. The person answering advised we called the wrong number when we asked for the customer by name. We were going to explain that the second tow was for a vehicle not covered under his policy, and therefore he was responsible for the full amount of $362.61.
Customer Answer
Date: 10/01/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
They have not explained why one tow cost more than the other. They keep trying to blame insurance but I am including what insurance covered in my complaint.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
****
Initial Complaint
Date:08/22/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This complaint is about a third party tow truck company (Agero) through *********************. On July 18, 2025 I called progressive insurance due to an accident to get my car towed. I waited for several hours before the tow truck arrived. The tow truck driver was very rude and disrespectful. He talk to me like I was trash and treated my car as if it was a piece of junk. Moreover, he did significant damage to my finder and frame trying to pull my car up on his tow truck. I reported the incident immediately while he was there destroying my vehicle. Agero sent me a claim form to submit for the damages. *** submitted all the information requested and no response. Every time I call, I get the run around. The so called agent that is supposed to be assigned to my case is never available to speak to. In addition, the customer service representative claims that an email was sent to the supervisor and manager regarding my status. No one ever calls nor I have not received a follow up email confirmation.Per progressive, Agero is responsible for the damages to my car and they must pay the claim. Agero admitted to that as well. However, no one will contact me. Im very frustrated and disappointed with the service and they way they are treating me.Sincerely,**** M ******
Business Response
Date: 09/08/2025
We are unable to honor the damage complaint, in regards to the vehicle's fender and front bumper. The vehicle required a tow following an accident. The customer stated the vehicle was damaged during thr tow service. The tow service provider was able to provide photos from before service. The photos show there was preexisting damage to the front bumper and right fender, as the vehicle was resting on the tire. We cannot hold the service provider liable. We cannot rule that the damage being claimed shows negligence on the service provider's behalf. The customer was informed of this decision and may choose to file a claim with the service provider's insurance.
Initial Complaint
Date:08/22/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
* 05/03/2025 I filed a roadside service claim with **** due to my ********************************** the mud. * The responding tow company did not make the drive out to my jeep, nor did he provide any services that day. They cancelled the request before making any attempts to fix the situation. * USAA Roadside serviced by Agero: Meffco Transport and towing still charged my account ****** and placed a claim on my motor vehicle report. * I spoke with ***** ***** from my claims team with **** and they are not willing to remove the claim.
Business Response
Date: 09/08/2025
We called and spoke with the customer. He did not make a payment to Agero for the services. His concern is the dispatch fee paid by **** to the service provider . He advised that the provider never showed up and the service was canceled. We let him know that we would submit a request for the dispatch fee to be refunded to ****.
Initial Complaint
Date:08/06/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 13th, through State Farm, I requested roadside assistance due to my car breaking down. After waiting 4 hours for a tow truck company to arrive, the company was negligent and punctured a whole in my front passenger tire. The ***************** admitted that they caused the issue and submitted a claim through this company and I was told that they would reimburse me for the damage caused to the tire and wheel. However, this company has been completely irresponsible, do not return calls or call me back with information. They have lied several times and had me resubmit information on multiple occasions and it has been almost a month since the incident and has yet to be resolved. They are doing everything possible to not complete their claim and now I can't get someone to contact me back or even provide me an email address to the corporate office in America since their call center is clearly located overseas.
Business Response
Date: 08/14/2025
We notified the customer on 8/11/2025 that we would issue payment or $454.16 for the damages that were determined to be caused by the service provider along with 2 days rental for $99.75. However, we cannot honor the request for payment for the wheel, as there is insufficient evidence to confirm that the damage occurred as a direct result of the providers actions.
Initial Complaint
Date:08/02/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My tire blew 45 minutes from home and I requested roadside assistance through Agero. The *** was maximum of 77 minutes. When it was about 15 minutes until that time, they updated it to 38 minutes. 13 minutes later they again updated to 38 minutes. I called Agero to ask if someone could be sent quickly as the provider wouldn't get me to the shop on time. They cancelled the request and submitted a new request with the same provider for up to 120 minutes. I called Agero again, and thankfully this time they assigned a different provider who would be quicker. My main issue besides the extended wait and frustration is that instead of paying Discount Tires, now I have to pay either ********* of ******** which will be more expensive.
Business Response
Date: 08/13/2025
We have been unsuccessful contacting the customer on 8/4 and today 8/5/25 at 11:35 AM CST. We were unable to leave a voice message with both attempts due to the voicemail being full. We sent a no contact letter to the email address provided. We will work to resolve if receive a response to our letter with contact information.
Customer Answer
Date: 08/14/2025
I have responded to both emails requesting a contact via email. They have not responded. I am often not with my phone and with the massive number of robo callers, I do not answer unfamiliar numbers when I am near my phone. Your company name did not come up on any missed calls, and all missed calls are marked as spam, so how am I to know the difference? Please email me regarding the issue as I requested. You have my email address. I don't understand why you won't.
Business Response
Date: 08/25/2025
As we initially responded to this complaint, we have been unsuccessful contacting the customer on 8/4 and today 8/5/25 at 11:35 AM CST. We were unable to leave a voice message with both attempts due to the voicemail being full. We sent a no contact letter to the email address provided. We will work to resolve if receive a response to our letter with contact information.
Customer Answer
Date: 08/25/2025
This is just a repeat of their previous message, and it's clear that they did not bother reading my reply. That's unsurprising, and reflective of the experience I had trying to get a tow. I replied to both emails they sent, but they didn't reply back. I don't have time to sit in the phone with them because they don't seem to have worthwhile support over the phone. I already spent plenty of time on the phone with them when I was waiting for my tow. I want a reply to my email replies, please. I don't understand why this is such a huge ask for you.
Business Response
Date: 09/08/2025
We continue to try to reach the customer. We called again on 8/4 and 8/5/25 at 11:35 AM CST. We are unable to leave a voice message with both attempts due to the voicemail being full. We sent a no contact letter to the email address provided after a third attempt to contact.

.
Initial Complaint
Date:08/01/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 4/9/****, I contracted **** Roadside Assistance for within warrenty towling and repair. All ************************* towed my vehicle to a dealership in downtown ***********. When their agent took possession of my vehicle, I also entrusted them with my car key. I also gave the driver explicit and direct instructions to deliver the key in-person to a dealership employee and not to leave it unattended with contact to downtown Los Angeles Dealership that there will be people there from Sales team to receive the key from *****************************. All *************************'s agent failed to follow these instructions. The key was not delivered securely to a person at the dealership and was subsequently lost. As a direct result of the agent's negligence and failure to follow my specific directions, I was forced to pay for 2 replacement keys and their programming, which the dealership said the towing companies' insurance will refund me for it because it's their fault.I was soon contacted by the damage claim team of Agero (Case # ****-04-5085428), which is the towling company's insurance I believe, which the company denied. Agero's representative, ****** *****, dismissed my account of the events as "hearsay" and improperly requested that I provide video footage to prove the key was not delivered correctly. The responsibility for the safekeeping and proper handover of my property rested with Agero and its agent. Their failure to obtain a signature or any proof of a secure, in-person delivery is a breach of their duty of care. The entire sales team at the dealership can confirm that the driver did not hand the key to an employee.This situation has caused significant inconvenience and financial loss.Desired Resolution:I am seeking a full refund for all costs incurred due to Agero's negligence. This includes:Key ************************** $1,054.18 Associated Travel Costs: $69.85 Total Reimbursement: $1,124.03 Thank you.
Business Response
Date: 08/11/2025
We are conducting a second review and a member of our damage team will contact the customer.

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Agero is NOT a BBB Accredited Business.