Business Profile

Roadside Assistance

Agero

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Roadside Assistance.

Complaints

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

Customer Complaints Summary

461 total complaints in the last 3 years.
86 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:06/05/2025
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.
damaged my vehicle as they unloaded it to the asphalt surface , with the rear of my vehicle taking the impact from the severe angle......do not want to pay to replace or repair my sprinter van
Business Response
Date: 06/05/2025
We have multiple communications with the customer regarding the required documents needed to make this payment. We reached out again on 6/5/2025 seeking the required information to process payment.
Initial Complaint
Date:05/27/2025
Type:Service or Repair Issues
Status:
ResolvedMore 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 April 23, 2025 I had my car towed into the auto shop. I had gone through my roadside assistance on my car insurance for this service. My car was hooked up improperly to the tie rod and the tie rod was bent. The reason for the tow had to do with a bad coil pack and was in no way related to anything under the car. I contacted Agero and a claim was opened. On May 2, 2025, I sent pictures of the damage, including a photo of the bent tie rod that had to be cut in order to get it out, and a copy of the repair order from the shop. The repair order notes clearly indicate that this damage was not a result of any impact or collision but a result of improper towing. The cost of this unnecessary and no fault of my own repair was $437.83.On May 6, 2025, I received a voice message from the claims specialist requesting a verbal statement from me.Within the following three weeks, I left 7 messages for the claims specialist, 1 message for a supervisor, and sent an e-mail to the claims specialist asking that she return my calls. All calls have been documented, indicating the date and time of the calls.I received no calls from either the claims specialist or a supervisor. On May 23, 2025, I received an e-mail from the claims specialist informing me that my claim was being closed due to her inability to reach me.Since that time, I have sent another e-mail and left several additional phone messages for the claims specialist. I have been unable to locate a contact number or e-mail address for their customer service department.******* L. ****
Business Response
Date: 06/05/2025
Upon review, this case was approved for payment on 6/4/2025 with a follow up notification to the customer scheduled for 6/05/2025.
Customer Answer
Date: 06/05/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved UPON ISSUANCE OF PAYMENT IN FULL TO ME DIRECTLY.

Regards,

******* ****
Initial Complaint
Date:05/14/2025
Type:Service or Repair Issues
Status:
ResolvedMore 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 pay for roadside assistance. My car stopped running in the middle of a very busy road and I called for assistance. They told me a town would be out, I had to stay with the car. I wanted 4 hours no one showed tow company never answered. They then told me I could leave the key in the car and leave my vehicle unattended (I was not comfortable with that). I called the cops and they said this was not ok, a tow should have been here way before 4 hours. We waited longer and they said leave your car and take your key someone will come by morning and have the tools to get into the vehicle without the key I left they called back 30 minutes later said someone would be there in 40. So in total we waited 5 hours for a tow. It was very dangerous, scary and unacceptable.
Customer Answer
Date: 05/24/2025
I have not heard from the business in response to my complaint.
Business Response
Date: 05/27/2025
According to our files, the tow was completed after a lengthily delay. On May 27, 2025, upon receipt of this message, we contacted the customer. We informed her that we would not be able to remove the claim, as the service was confirmed to have been completed. However, due to the lack of satisfactory service she experienced, as a goodwill gesture, we offered the customer $125.00 due to the excessive delays and that amount will be issued. She thanked us for addressing the matter, and the call ended amicably.
Customer Answer
Date: 05/28/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

******* *****
Initial Complaint
Date:04/23/2025
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 have progressive insurance with roadside assistance and I have had it for over a year no missed payments nothing and I call to use it for a tow on 4/06/2025 the lady says she cant find my policy information or anything saying that I have roadside assistance but if I pay them ****** they will call a tow truck for me so I pay over the phone they call me back twenty minutes later to say that they "can't find any tow trucks in our area" but are more than welcome to call and find my own which I also had to pay outta pocket for......but I pay for roadside assistance
Business Response
Date: 04/30/2025
We contacted the customer to advise that we received his request for reimbursement. We advised him that the check has been processed and he can expect the check within 7-14 business days.
Initial Complaint
Date:04/21/2025
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 son ********* ***** had his car towed by Agero to a mechanic shop to have his tire repaired. Before the vehicle was towed it was drivable once it got to the mechanic shop the vehicle was unmovable. The vehicle had to be towed to Potamkin ******* to fix the electric Parking system which was damaged as a result of towing. This cost $3718.34 of which I'm trying to recover. The amount was paid on 1/29/25. I have been trying to get this issue resolved since January. Each time I'm promised a callback which never occurs. I call weekly. The receptionists state that they cannot give me the email or contact information for any supervisors, CEO, or any workers other than the case worker whom I've called weekly, without resolution.
Business Response
Date: 04/28/2025
According to our telephone and email records we have communicated the decision to the customer on multiple occasions regarding the allegation that the tow company caused the mechanical damages ot the vehicle. We are unable to honor the damage complaint. The damages being claimed are not a result of the roadside event. The damages being claimed are not consistent with the tow service and the provider documented the vehicle in the same condition at pickup and drop off. We are unable to deem the service provider liable for the mechanical issues.
Customer Answer
Date: 04/28/2025
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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.

Agero did send a denial letter on 4/17/25. However, the initial denial was conveyed via phone by the Case Manager ******. We did not agree with the decision. The decision implied that the tow truck caused structural external damage to the vehicle of which we explained to ****** that there was no external physical damage to the vehicle, but damage to the parking brake.
The vehicle was driven up onto the ramp by the tow truck driver but was unable to be driven off the ramp. After the vehicle was towed to the shop it was no longer able to be driven for the repair of the tire, and had to be towed again to the dealer, who noted the damage and repaired the damage. That is why we requested a review of the case. Please note that the vehicle was towed directly from the tire shop to Potamkin ******* who diagnosed the problem immediately.
I've spoken to the Case Manager ****** on multiple occasions since February, requesting to speak to a supervisor/manager including ****** ***** (Liability Supervisors), Thurmonwell ****** or ****** ******* so that we could get a better understanding of why the claim was rejected to no avail. NO Supervisor has contacted us until I wrote a letter to BBB on 4/21/25. Within 3 hours of writing a complaint to BBB i received a call from ****** *******. ****** promised to callback but did not. I therefore called him on 4/25/25 when he informed me that the claim was denied because the damage was not caused by the tow truck. This does not explain why the vehicle was undrivable off the ramp. There was nothing wrong the parking brake prior to the tow.
Thank you for your understanding,

Best regards,
****** *****
Business Response
Date: 05/27/2025
We contacted the customer twice with the decision regarding the damage complaint. The damages being claimed are not a result of the roadside event. The damages being claimed are not consistent with the service and the provider documented the vehicle in the same condition at pickup and drop off. Therefore, we are unable to deem the service provider liable for the damages.

Customer Answer
Date: 05/30/2025
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.
I was finally contacted by Agero informing me of their decision. But the damage was in fact caused by the tow truck. The damage inflicted was to the emergency braking system, which was a direct result of the towing onto the tow truck. This was evident when the vehicle was unable to be driven off the tow truck. There's no way the vehicle would have been able to be driven up the ramp initially. Or parked prior if that issue existed prior to being towed.

Agero is responsible for the damage caused to the vehicle. On what grounds are they basing their denial.
Thank you for your time and understanding regarding this matter.

Best regards,
****** *****
Initial Complaint
Date:04/14/2025
Type:Service or Repair Issues
Status:
UnansweredMore 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 January 25th 2025 I had a flat tire at my residence, *****************************************************************************************. I called roadside assistance and a technician was dispatched to my apartment to change the tire. After a few weeks I noticed that the center hubcap piece was missing, the only way it came off is due to the technician placing it back on incorrectly as they just do not fall off. I filed a claim with agero and have not received any type of response from the company. I have called several times to speak with the agent assigned to my case, but unfortunately I'm unable to speak with her. ****** Lincallo ***********************). I have left her voicemail messages as well as messages with customer service for a return phone call, but nothing . **************** inform me that an email was sent to me regarding my case , though I am not in receipt of such email. I have requested the email be sent again and also verified my email address. I am requesting payment for a replacement.
Initial Complaint
Date:04/09/2025
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 had my car towed and they caused engine damage on March 5. They requested all these documents, verbal interviews and I am still waiting April 9. When I was told after verbal interview on March 26 I would have an answer within three to four days. I have called, emailed and no response. As much as I pay for auto insurance-
Business Response
Date: 04/28/2025
We found no evidence to hold the tow service provider liable for mechanical issues with the vehicle. The vehicle sustained a failed timing belt and this caused the vehicle not to run and the reason for the tow. The vehicle was not in running condition when it was picked up. There is no evidence of wrongdoing on the provider's behalf.
Initial Complaint
Date:04/09/2025
Type:Service or Repair Issues
Status:
ResolvedMore 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.
12/02/24 I contacted Agero to have my spare tire mounted because I had a piece of metal lodged in my tire and it was flat. They sent a lock ***** in a passenger car who stripped 2 lug nut stems with a compressor. It cost me $509 to repair the damage. I sent itemized bill and text messages from the lock ***** who damaged the car. Agero denied the claim saying there wasnt enough evidence . (This is the second time this company damaged one of my vehicles. The first time I requested a flat bed tow for my classic *** roadster the wasnt running to be towed 55 miles. I couldnt meet the driver but when he arrived he did not tow the car with a flat bed and dragged the car over uneven terrain. The car wasnt running so I dont know the damage. A $450 tow charge)Agero does not return calls or emails. Its been 5 months and hours on the phone.
Customer Answer
Date: 04/19/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

****** *******
Initial Complaint
Date:03/31/2025
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.
Where to begin. As a contracted provider they treat us poorly. They refuse to rectify flaws in their system. They refuse to cooperate when a customer of theirs wants ******************** from us directly they dont give the jobs to us. They make the process to talk to a human representative absolutely horrendous as ive been on hold on this phone call myself now for over an hour on a silent hold to handle the same problem im trying to get resolved here. These giys do roadside assistance for various insurance companies and my uncle cant handle the process without speaking to a human immediately which is **** near impossible even with supervisor direct numbers theyre hard to get ahold of. Anyways my uncle needed his car unlocked on saturday night he knew i did it he knew i do work for his insurance so he called me instead of dealing with the headache getting it "their way" now they refuse to send job details over for me to get properly paid for as i do contracted work with them. He has liberty mutual insurance for roadside and liverty mutual uses agero for their roadside services who are supposed to give us the calls according ti the very same contract they dont ever follow. I have problems chasing money from these guys every single week. They never take accountability and they always have excuses to hide behind. Its getting out of hand.
Business Response
Date: 04/08/2025
This complaint is not a consumer complaint but a B to B matter. The business may send the complaint to the Agero ******************************* for handling. All network contractors have access to this group to resolve disputes.
Customer Answer
Date: 04/08/2025
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.
I do not accept this answer because its completely false. I have reached out as far as calling corporate and had higher *** calling me regarding this issue and they said they wont resolve it. Pag is not a higher *** nor is pag corporate so if either one of them can handle it then why would pag do it. No one even calling my area manager was willing to resolve this the right way. You guys have these systems in place that help up little to none. Problems get resolved when we go through third parties like the bbb. Public record is what gets problems resolved not internal systems. Otherwise I wouldnt be having the same problems 5 years later. This isnt a one off problem. You guys have many issues internally you need to resolve before you can even resolve issues with your providers.

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,
*****

Business Response
Date: 04/14/2025
Our company provided a response through the proper channels for service providers seeking billing resolutions. In this case the business was provided with a clear explanation via the service provider advocate team and rejects the explanation.
Customer Answer
Date: 04/15/2025
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.
Youre correct I do NOT accept your response or your denial for payment. You guys dont care about your customers, I do. Im not going to have them wait for someone else to get service because you want to be ***** about it. I was already there its my uncle he asked me bc you guys make the process difficult for most people and leave them stranded for HOURS on end to save yourself a dollar and make the customer wait even longer. Its rude and they deserve better than that. Im not accept anything less than my contracted rate for the payment for the job I did on my uncles behalf but you guys couldnt find adequate help and cant locate him trying. Sounds like ***** excuses to me and again Ill retract my complaint upon payment received for the job I did and have pictures with time stamps showing the date and time it was taken which will correspond with everything we are discussing now. Ive tried dealing with the problem internally but again your company and your staff dont care about the ones actually doing the work. Youre not out there playing hero putting your lives on the line everyday saving random people, WE ARE and we should be treated better by your staff period and we should NEVER have to FIGHT for payment on services rendered nor should we ever have to go online to a public channel to leave a complaint to get issues addressed appropriately. When I get payment I will accept the response and retract my complaint nothing less nothing more.

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:03/25/2025
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.
Utilized Chrysler roadside assistance on 1/27/2025 who is contracted through Agero. Agero scheduled a local tow company who damaged my vehicle while loading the vehicle. I was a witness to the accident and Agero will not take responsibility for the damage. The damaged was caused by the tow truck driver using a knife to engage the neutral switch and negligence will loading vehicle. The driver engaged the winch too quickly which caused the chain to jump and damage the rear bumper of the vehicle. I provided a eye witness account, photos of the damage and also quotes for repair.
Customer Answer
Date: 04/05/2025
I have not heard from the business in response to my complaint.
Business Response
Date: 04/07/2025
The damages could have occurred at any point with the owner driving the vehicle as it has over 6000 miles on odometer. It must also be noted that the damages are not consistent with the service. Therefore, the service provider is not deemed liable for the damages.
This damage was not documented by the customerat the time of the tow. Our records also indicate that the vehicle remained at the repair facility and was being worked on for approximately 15 days after the initial service. The customer reported he noticed the the damage at that time, also noting that the repair facility did not mention any new damages The photos submitted were timestamped February 11, well after the tow date.
We are unable to honor the damage complaint. The damages being claimed are not a result of the roadside event.
Customer Answer
Date: 04/08/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

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

FAQ

Regards,
****

Business Response
Date: 04/14/2025
Per our prior summary. We have no evidence to hold the service provider liable for damages.
The damages could have occurred at any point with the owner driving the vehicle as it has over 6000 miles on odometer. It must also be noted that the damages are not consistent with the service. Therefore, the service provider is not deemed liable for the damages.
This damage was not documented by the customer at the time of the tow. Our records also indicate that the vehicle remained at the repair facility and was being worked on for approximately 15 days after the initial service. The customer reported he noticed the the damage at that time, also noting that the repair facility did not mention any new damages The photos submitted were timestamped February 11, well after the tow date.

If the customer chooses, they may submit a claim to the service provider's insurance company.

Customer Answer
Date: 04/19/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

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

FAQ

Regards,
****
Dear Agero and BBB,

I was a direct witness to the drivers negligence and the damaged caused by the tow chain and the drivers pocket knife while working to place my vehicle in neutral. The date on the photos is the same date as the paper work received from the dealership and I filed the claim as soon as possible. Also, note that I called the same day of the tow to report the drivers negligence and the operator said they noted the conversation with the claim. Agero continues to refute my claim and testimony however there has been no contrary evidence or testimony submitted. I formally request Agero to provide the transcript of the interview between Agero and the tow truck driver from Harrys Towing & Auto Repair. My understanding is that it was the responsibility of Agero employee ****** ******** ***************************************** to gather evidence from both parties for the claim.   Not once has any documentation been provided from Agero or Harrys Towing to refute my claims. I will not file a claim with my personal insurance company as the responsibility of the damage lies with Agero. I will continue to escalate this case in any way possible to hold Agero responsible. If BBB is unable to assist with the unethical practices of Agero then my next recourse will be our local small claims court.Please forward all documentation from the interviews and transcripts with Harrys Towing.

Thank you,

**** ******

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Agero is NOT a BBB Accredited Business.