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

  1401 S Pantano Rd Tucson, AZ 85710-6746

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:02/26/2025

  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.

  Called **** for road side assistance and they contracted Agero to pick up my vehicle. They knew what vehicle they were picking up. My 2022 F350 Tremor is a large and heavy truck. they send a rollback that is too small for my truck, with a driver who cant speak English to pick up my truck, after backing into my truck, luckily he hit the hitch he had to get me too use my ranger to pull my truck out from under the carport, doesn't know how to operate tow truck, then he winches my truck all the way forward into the headache bar of his truck, when i try to tell him that will damage my truck he argues with me and says its plastic, it ok. then he winches ***** rings into my factory black rims and damages them. grill damaged, **** emblem damaged, two wheels, damaged. **** dealer looked at it and said they don't recommend trying to fix wheels. they gave me a quote to repair. Agero said they would allow for repainting of my two wheels not replacement. We know this wont stick to factory finish. Not acceptable. This is a $95,000 plus truck. under warranty. if not resolved we will be going to court.

  Business Response

  Date: 03/04/2025

  We conducted a second review of the  damaged rims. We made contact with the customer and resolved this issue with paying the difference for the rims.  This was discussed with the customer and payment will be issued to the customer directly. 

  Customer Answer

  Date: 03/04/2025

  [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:02/25/2025

  Type:Product 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 had a dead battery so I called Progressive roadside assistance and they sent Agero. A very young man showed up and spent less than five minutes with my car. He told me the battery was fine and the problem was an ignition switch so I would need a mechanic to fix it. I called a mobile mechanic. He confirmed that the battery WAS dead and charged it up. It's still fine two weeks later. They charge a minimum of $165 to come out so I had to pay that, too. I called Agero and was told that they initiated a refund request but never heard back. I disputed the transaction on my credit card but Discover found in favor of Agero and the $95 charge remains on my account. Because the ********************** employee rushed and misdiagnosed the issue, I ended up spending over $250 for a simple battery charge.

  Business Response

  Date: 03/04/2025

  We reviewed the customer's complaint and we refunded the charge of $95.00   We left a voice message for the customer that the $95 would be refunded to his account and emailed a copy of the refund confirmation advising of the same.

  Customer Answer

  Date: 03/04/2025

  [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:02/22/2025

  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.

  My suv was towed from my home to Discount tire. After my vehicle was dropped off, Discount tire called to say they couldnt put new tires on because my car wouldnt start to move into the garage. The next day I called for another tow from the same company to get my SUV from Disciunt tire and bring it to Auto Aces to fix the mechanical problems. After my car is fixed (battery, fuses) and I go to pick it up I notice my front end is all damaged. I go into ********* to ask about the damage and they informed me it was dropped off that way. I submit a claim with Agero and was ultimately denied. The reasoning being that they had a picture of my car at drop off at Discount tire with no damage and another photo of my car at pickup to bring to Auto Aces with damage. This all pointing them to say that something happed while my vehicle was at Discount tire and it was no fault of theres. I then requested the photos to see why my claim was dismissed. One of the two photos was my car at drop off to Discount Tire with no damage but the other was in fact a drop off to Auto Aces with damage l. This meaning I was missing a pickup photo from Discount tire to Auto Aces. I requested that photo multiple times from my representative, emailed from the website and called multiple times requesting to talk to a manager. This company is responsible for over $4,500 in damage to my vehicle and they are taking no accountability.

  Business Response

  Date: 02/28/2025

  We completed the review of the damages reported. This case was approved for payment and the determination was delivered to the customer. We will honor the damage complaint and payment will be issued.

• Initial Complaint

  Date:02/20/2025

  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.

  On Monday February 10, 2025. I requested roadside assistance from my auto insurance provider for my flat tire on the ************************. In the service request, I confirmed twice that I was located on a highway. I was also sent a tracking link showing the exact location of where I was with the flat tire. ***** allowed service providers that were not qualified for my situation to answer my service request call. The service provider was a locksmith company that refused to service a flat tire on the highway. after waiting 50 minutes for that service provider I was forced to contact my insurance company and request another service provider for my flat tire. I received a text that another service provider would service my flat tire. I waited some time and called for the *** on this service provider because I hadn't received any updates. My insurance company informed me that the service provider canceled because they also do not service autos on the highway. By this time I had after waiting and talking to the insurance company I had been waiting for over two hours in the hot Florida sun on the highway. My insurance company said they would dispatch a towing truck that would take another 65- to *************************************************************** quickly because I needed to get out of the sun and was I billed $105. I sent the receipt to *****. They want more documentation that I do not have and I will not spend any more time on this situation. I already lost a full day's worth of work because of Aegro's incompetence and my employer's unwillingness to wait any longer for my flat tire situation to be rectified. The fact that this company focuses on service providers racing to answer service requests and then demand that I keep proving to them that I paid money to rectify my situation through my means is appalling. I want a reimbursement for the $105 I spent. They should be glad I haven't requested anything else due to their negligence.

  Business Response

  Date: 02/28/2025

  We are reaching out to the customer to discuss her concerns.  ***************** team left two messages and will make another attempt to reach the customer.

  Customer Answer

  Date: 03/02/2025

  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,

  ******

   

   

• Initial Complaint

  Date:02/20/2025

  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 formally filing a complaint against ***** and ****************, as their contracted roadside assistance provider's negligence left me financially responsible for the damage. Despite providing clear evidence, Aegro unjustly denied my claim, and ****** failed to advocate for me as their customer. I am seeking your ******************** in resolving this matter and ensuring that these insurers are held accountable for their ************** of Incident: 11/22/2024 2.Amount of money: $2,107.02 3.Incident description: ********* Sienna experienced a dead battery, so I contacted Safecos roadside assistance service. A contractor dispatched by Agero improperly jump-started the vehicle, causing damage to the **** Weve provided evidence to prove providers fault; ****** dealership also confirmed that the damage was directly caused by the improper jump-start.4.Resolution Attempts: Agero refused to communicate, ignored our evidence, and unjustly denied my ******** detail, Agero first claimed no evidence to suggest negligence of the provider. However, we provided:1.A photo taken by the contractor showing the negative cable connected to the wrong location, which is marked as DANGER in Toyotas user **************/videos showing immediate issues after the jump-start, including alarms and beeping sounds.3.A ****** dealer diagnosis confirming ECU damage from the improper jump-start.Agero then argued there were prior battery issues. We disproved this with:******** records showing the car was inactive from March to May, leading to battery discharge.2.A ****** inspection report from 9/17/24 (months after the first jump start) confirming the battery and vehicle were in excellent condition.We were unable to communicate directly with Agero throughout the process. Despite numerous emails and calls, we never received a response. Agero ignored our attempts, dismissed our evidence, and unfairly denied my claim.

  Business Response

  Date: 02/28/2025

  We reviewed the customer's complaint alleging the road service provider damaged the vehicle. It is plausible that the electrical problem was pre existing prior to the service provider's arrival.   The jump pack utilized would not cause the damage described in the complaint. There is currently no evidence to suggest any negligence on the part of the service provider, as the equipment utilized is designed to prevent any such occurrences.

• Initial Complaint

  Date:02/19/2025

  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.

  Agero towing was supposed to transport vehicle to Crash Collision in ************,**. Dropped vehicle in residential neighborhood in a mans driveway, even with correct name of CC on hand. We didnt become aware until man found our information in glove box, contacted us on Tuesday, even sent pic to State Farm showing car in mans private property. State Farm did retrieve car, same remains in shop. Causing undue stress/financial hardship as we must take **** for any errands! Very poor /lack of concern for their clients shown on 08/16/2025. The first repair shop was unable to repair damage and second shop chosen due to that. Agero should be held accountable for any/all expenses due to their neglect.

  Business Response

  Date: 02/28/2025

  Our ************* team reached out and extended an apology for the vehicle being towed to the incorrect location.  We assured him our management team would be reviewing and taking corrective action.  We extended $100 as a gesture of goodwill for any inconvenience and the customer seems satisfied with the resolution at this time.

• Initial Complaint

  Date:01/28/2025

  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.

  Damage caused by them to my car Jan ******

  Business Response

  Date: 02/11/2025

  Our records indicate that the customer was notified that payment was made to her bank via direct deposit on 2/06/2025.

• Initial Complaint

  Date:01/27/2025

  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.

  The dispute arises from progressive car insurance that was called for a tow of a vehicle under their policy that sent a tow company who during the tow caused damage to my car. When I called progressive to work out the issue I was sent to Agero. I proved the damage that happened with my parking brake, no longer operable after the tow by pictures and a statement.Multiple, multiple calls and emails were sent with few returned calls from ********* ********. The case manager, I was assigned to. The date of the loss was November 25, 2024. On January 20, 2025 I finally received a call and was told my complaint was denied and no payout would be given. No call was made to the automotive center for follow up nor with the company ever actually seeing the car to look at the damages. Agero repeatedly asked for pictures of the damages, which I explained were not physically visible, but due to damaged electronics, making the brake calipers no longer workable. I explained I am not an automotive specialist and to reach out to ********************************************* where my car was to have it explained by the mechanic. They refused. I dont know what to do from here. I am asking they pay the automotive center to fix what was broken by the tow company. The cost (theyve been given an estimate from the automotive center.) is $1700 for two brake calipers. Mid dispute I sent a complaint to the ************************** as it went several weeks with no response from the company. I have documentation of all my calls made as well as email sent.

  Customer Answer

  Date: 02/07/2025

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

  Business Response

  Date: 02/11/2025

  The vehicle had a no start issue. The provider pushed the vehicle out of the driveway to line up with the tow truck. The provider pushed and the customer drove the vehicle. The vehicle was winched onto the bed, front first. The vehicle was secured with wheel straps. The customer rode with the driver and went to the dealership. The vehicle was winched off the bed and the customer drove the vehicle into the parking spot and the provider pushed from the rear. The shop stated that the rear brake calipers were not working. The actuators are electric and failed. There was no evidence of physical damage and there was never physical damage mentioned on scene. There are no photos and the vehicle is repaired. The vehicle was towed due to an electrical issue. That issue may have been the cause of the malfunction, or the brake caliper failure may have been the cause of the electrical issue. In any instance, there is no evidence that this was a tow service-related loss.

  Customer Answer

  Date: 02/11/2025

  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,

  ******

   

   

• Initial Complaint

  Date:01/26/2025

  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.

  4/22/25 Paid for roadside assistance insurance with drivers elite cross country motor club **** On 1-23-25 my car was stuck and wouldnt start. I called the roadside assistance and they said they couldnt find my name or account. I had them for around 20 years. the man gave me a number to call and hung up. I then noticed that it was the same number that he was at. he got rid of me. I called back 4 times but was not connected and couldnt talk to any one. I am 75 years old and called a friend for help. He called them and spent exactly 1 hour and 7 minutes being sent to 3 different people. He gave them information like my check number 2214 that i paid the ***** and they cashed the check with mybank at ***** fargo and much other information. The card only says drivers elite but not the name of the company which they would not tell him. at the end of the run around call a woman named ***** c told him that she would not help and that I would have to call the same number again. no help... I was in a different town far away from him. The next day my friend drove over but his jumper cables were not up to the job. We paid 100 dollars for a professional to come and jump the car and drove it to auto zone to buy a new battery.

  Business Response

  Date: 02/11/2025

  A second attempt was made on 01/28 at 10:03AM CST  to reach the customer to discuss the request for reimbursement. -   We left detailed message was left including our contact information and her case number.  At this time, we are pending a callback and the invoice to reimburse for the jump start they secured on their own.

  Customer Answer

  Date: 03/12/2025

  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. 

  Reject   Never got calls and had to pay 100 cash because garage wanted 180.  Payed this insurance for 20 years and you denied I had the coverage. Im ************************************ the cold after hours of phone calls and the run around.     ******* koenis  

  Business Response

  Date: 03/19/2025

  Our company has reached out multiple times to the customer via phone and email without a repsonse.  We will be attempting contact one more time on 3/19/2025 via telephone and email.

• Initial Complaint

  Date:01/22/2025

  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 Jan. 1, I got a flat tire on my way to return a rental car. I called Liberty Mutual's roadside assistance, which used Agero to send a tow truck. As I had a flight to catch, I couldn't stay with the car, but I returned the key to the Thrifty rental car location at the ************************* and told them the vehicle would be towed later that day.When I arrived home, I received a voicemail from the tow company, ************, stating the car couldn't be returned to the garage due to low clearance the tow truck couldn't clear. Top G tried to contact Thrifty to find another location to drop off the car, but there is no direct number to contact the Thrifty ***************** office. Instead, the call went to Thrifty's national headquarters, and they were no help, stating that was the only place to drop it off. The tow truck was forced to take the car back to its storage facility, where I racked up storage fees while Liberty Mutual and Agero went back and forth about what my next steps were to get the car back to Thrifty. There was no urgency on Agero's part to get the car back while I racked up $768 in storage fees for the car being at the tow company's lot for 7 days. Agero even emailed Liberty to tell me the storage fees wouldn't be covered rather than calling them. A phone call would have been much faster, and this was a time-sensitive matter.I called Agero to seek reimbursement for the storage fees, but Agero would only reimburse me $100 because they claimed I was supposed to tell them there was a low clearance, but I'm not sure how I or anyone would ever know that. I'm seeking reimbursement for the storage fees that Agero should pay because I did everything in my power to get the car returned, and they were slow in telling me I wouldn't be reimbursed and are being unreasonable in their request for me to give them a heads up of the low clearance.

  Business Response

  Date: 01/24/2025

  We reached out to the customer on 01/24/2025. We were able to discuss the series of events that took place. We discussed our findings and are reimbursing the customer for the amount of ****** to resolve the matter.
  
  

  Customer Answer

  Date: 01/24/2025

  [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,
  
  ****** ******