Complaints

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

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• 

  Agero

  400 Rivers Edge Dr Medford, MA 02155-5458

• 

  Agero

  1 Cabot Rd Medford, MA 02155

• 

  Agero

  2971 International Blvd Clarksville, TN 37040-6283

• 

  Agero

  3310 Us Highway 27 S Sebring, FL 33870-5440

• 

  Agero

  PO Box 9145 Medford, MA 02155-9145

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: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:08/06/2025

  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.

• Initial Complaint

  Date:07/30/2025

  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 pay for roadside assistance with State Farm. Agero dispatched a tow truck that I requested. My car had a flat tire and I was unable to change the tire therefore I chose to have it towed. My car was fully operational in terms of mechanics. The car was towed on a Friday to the shop of my choice. On Monday the shop sent me video of the tow truck towing (non flat bed) my car in a dangerous way for my engine/transmission. The shop then informed me that my car was severely damaged in the tow and I will need a total rebuild of my transmission. I contacted Agero (per my State Farm agent) and filed a claim. I cannot get a hold of the claim agent or anyone to help me. They have requested information from me, I have submitted it all, but nobody I talk to will answer questions. I was promised a follow up call on Monday 7/28 and it is now almost Thursday and the claim agent has been unavailable. I have emailed and called, no response. ************* agent also has failed to get a hold of them.

  Customer Answer

  Date: 08/10/2025

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 08/13/2025

  This complaint has been brought to a payment resolution and the customer has been notified.

• Initial Complaint

  Date:07/30/2025

  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.

  This company was used with my insurance for roadside assistance and they lost the key to my vehicle and I had to pay to make a new key.

  Business Response

  Date: 08/25/2025

  The customer confirmed that her lost keys were located.  The service provider did not have the keys.

• Initial Complaint

  Date:07/27/2025

  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.

  In the month of June I requested my car be towed from my residence to the auto repair shop. I had an appointment for the day that I requested the tow. For 6 and a half hours my time for pick up kept getting pushed back when finally someone suggested changing the company that was dispatched. But the gesture was a little too late because by the time they dispatched another company my appointment time was definitely missed and the shop was closing in 30 minutes and the company dispatched was 40 minutes away from the car. What this caused was **** and Lyft rides for more days than needed. I filed a claim and they denied it without knowing why im requesting it.

  Business Response

  Date: 07/28/2025

  We reached out to the customer on July 28, 2025, at 12:30 PM CST, and offered our apologies for the lack of service.   We requested that she send  send the **** receipts directly to us for review.  We emailed the instructions for submitting these receipts and will follow up with her upon receipt.
  
  

• Initial Complaint

  Date:07/22/2025

  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.

  Hello, I have reached out ******** times to Agero regarding the towing program for our shop... Midas 3208 ***************************. We have sold this business yet Agero continues to charge my credit card. Also, we are not getting any statements and believe that the charges on our account are not related to our store. We would like a statement showing the itemized breakdown of charges and a refund if applicable.

  Business Response

  Date: 07/29/2025

  We reached out to Repair Advantage and they will be reaching out to this customer to address the complaint.  They are researching the matter and advise that they will send him an itemized report showing all the charges from the last year and will reimburse him as needed.  Also, he is removed from the program and there will not be any further charges. 

• Initial Complaint

  Date:07/18/2025

  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 July 1, 2025, at 6:17 PM, I submitted a roadside reimbursement claim through ********************* for services I paid out-of-pocket. The claim was filed through their official claims system with all required documentation attached, including the service receipt, my policy details, and reimbursement ************** of July 18, 2025, the claim remains in open status with no progress, communication, or explanation provided. ***********'s own stated timeframe for reimbursement is typically 710 business days, which has already passed.I have checked their online portal and found no new updates. Attempts to get information have been unsuccessful. This delay has created unnecessary financial strain and reflects poorly on Progressive's customer service and claims handling processes. Agero sent out a total of 4 tow trucks to which not a single one could get my vehicle. I had to pay out of pocket to get my vehicle to the dealer for mechanical breakdown. Also, when talking on the phone the guy laughed and thought it was funny. Very unprofessional and disrespectful.

  Customer Answer

  Date: 07/29/2025

  [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 been contacted 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. We had to also file a complaint with the *********************************. This is where they finally answered. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:07/16/2025

  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.

  On May 28, 2025, my teenage daughter was involved in a serious car accident. Our insurance company contracted Agero to provide towing services. I remained at the scene until the tow truck arrived.On 6-5-25, we went to retrieve personal belongings and immediately noticed that the hood of the car had been pried open and the installed amplifier was missing. The wires to the amp had been cut. After speaking to the facility, we learned that Agero's contracted tow company had dropped the vehicle outside the secure lot at 6:48pm, after the lot had closed. The vehicle was left in an unlit, unsecured area overnightunlocked for over 13 hours in a rural location with no lighting or surveillance. I ***orted the theft to the police, our insurance company, and Agero. Several weeks later, I received an email stating the claim was denied because it was "not a damage claim." No further explanation or discussion was provided. Over the next month, I made numerous attempts to contact Ageros Customer Success team by phone. I was never able to speak to a live person until I explicitly demanded to speak to a manager on July 16. The *** finally called back on July 17only to reiterate that the claim was denied and that there was no appeal process. I expected that a vehicle left in someone else's care would be secured and protected. Agero's contractor failed to do this, and Agero has refused to take responsibility. This complaint is to document poor customer service, refusal to provide reasonable recourse, and lack of accountability for the theft and damage that occurred due to their providers negligence. I am seeking reimbursement for the stolen amplifier and related components.Their communication has been limited, dismissive, and unhelpful. If this situation is not resolved, I will continue to pursue additional channels for resolution and request that my insurer reevaluate its relationship with Agero.

  Business Response

  Date: 07/21/2025

  We previously advised the customer that ********************** is not an insurance company and does not handle claims of vandalism or stolen property.  This is an insurance matter for the customer's insurance provider.