Agero Inc.

Absolute WORST towing company ever. If I could rate it 0 stars, I would. I am apart of my mother’s policy and needed road side services. We called state farm and they patched us to an Agero dispatcher who then proceed to tell us our policy had expired in January however State Farm was showing our policy as active. The Agero agent continued on how their systems weren’t updated and that in order to receive the service we had to pay out of pocket and be reimbursed for the towing. That to me was incredibly absurd. To have to pay because their systems didn’t update our policy period? We were lucky that or vehicle broke down close to home other wise we would have been pushing that car all the way home. State Farm did all they could but Agero was completely awful. You’re better off with spending the $ 100 a year on AAA than to add this towing company to your State Farm policies.

Absolutely terrible. The only good thing about the experience is that there have been no wait times to talk to a rep, but the reps are totally useless. Mine told me I needed to schedule an appointment with Mazda prior to scheduling my towing to make sure they were ready when the car arrived. Mazda wanted my car in at 8am, otherwise they would not be able to take my car for two more days, so I scheduled the dispatch for 6am. It is 10:42am and the tow is just now arriving because they said they were not notified until 8:30 and then they were given no information from Agero on my car situation, so they had to turn around and get a different truck. Thanks Agero, you guys should come drive me around for the next three days.

A horrible towing company in Seattle (Allroad Towing) was dispatched by Cross Country Motor Club (the other business that Agero operates under). The first time, not only did they not show for 3 hours, stranding me and my wife and daughter, the towing company was unreachable and the representative at Cross Country was absolutely useless. I was able to find a tow truck on my own in under 30 minutes.
If you want to complain to the auto club/​insurance company roadside service that’s at the hub of this terrible service, the name of that company is Agero. They’re based on Medford, MA. They also do business as Cross Country Motor Club but also are the main call center for all of the insurance company roadside assistance services. They’re the ones ultimately responsible for providing consumers with this horrible service. And while you’re at it, cc the car company that uses Cross Country as their brand’s roadside service. Maybe then the message will get through.
UPDATE (12÷29÷15): Heard from Agero directly regarding my concerns and the poor service of the towing company they dispatched. They took my concerns seriously and addressed them in full and showed a genuine willingness to take direct customer feedback and act on it. My advice would be that if you get poor roadside service that’s contracted through Agero, that you notify them directly. They have over 30,000 tow providers. I’m sure they can’t perform quality assurance checks on all of them, so they need feedback from customers to make sure that the bad ones are weeded out.

Still waiting. After two tows, I have never received an emailed receipt. I have been on the phone two days now and still no towing receipt. I don’t trust this company has the capacity to legitimately honor the promise of providing a receipt. I have not seen one yet. So, my advice is this… Get the receipt from the tow truck driver when they pick up your vehicle.

Progressive is using a 3^rd-​party company, Agero, to contract for ALL their roadside assistance — Agero is the company that communicates with we policy holders for roadside assistance. All parties involved here in my experience are guilty of poor service in my opinion.
I found my motorcycle dead in my garage on Saturday. I called Progressive shortly before 2pm, who asked me a battery of questions. only to be transferred to their «roadside assistance department». This «department» (actually Ajero) did a nice job of scheduling a tow for my motorcycle, and said they would arrive within «60 to 90 minutes.» I asked them to please record a note that my bike had to be at the shop, 12 miles away, before 5pm as this is their closing time. At a little after 4pm, I received a text querying whether the tow truck had arrived yet — I replied with a negative; at 4:06pm I received another text that a new tow company had been notified to pick-​up my bike and they would arrive (ETA) at 5:06pm. So, I called Progressive who again transferred me to their «roadside assistance department.» I explained my situation again, and asked them to please reschedule the pickup for Tuesday morning. I was told they can’t reschedule the pickup, they can only cancel it — thus, I let them cancel the service call for me, and asked them to create a new request. I was told I would have to call back, and could do so immediately for a future date pickup. I am certain Ajero’s policy on this is purposefully skewing their service-​level agreement (SLA) metrics which to Progressive, as it made no sense to me that they couldn’t reschedule my service request right then and there.
On Sunday morning, I called Progressive and told them my whole story. Progressive then transferred me to their «roadside assistance department», who again asked me all the same questions — I schedule a 9:30am pickup on Tuesday at my house.
Tuesday morning I received a text (from Agero?) at 8:15am for a 9:15am ETA pickup from Unique Roadside. At 8:36am I received a new text (from Agero?) that «Relief Net Road» would perform my pickup at ETA 9:36am. At 10:08am I called «Relief» at their number on the text and asked them when I should expect their truck. They asked me what type of vehicle I had and told me they would call the truck and have them call me directly. I heard from nobody.
I called «Relief «directly again at 11:16am — I spoke to the same dispatcher — he asked what type of vehicle I had — he was very mildly surprised I had not been called yet, and told me he would call the driver and the driver would then call me. I heard from nobody again.
At 12:34pm, I called Progressive asking them to escalate my request and record my call as a complaint — they told me their «roadside assistance department» was not Progressive but a third-​party named Agero so it wasn’t Progressive’s fault — I told them my money goes to Progressive and I hold them accountable for the poor performance of Progressive, Agero, and Agero’s subcontractors all.
I was transferred to Agero with no acknowledgement that Progressive would do anything with my dissatisfaction. This time I received the same Ajero service representative as I spoke with on Saturday. She listened while I explained the latest events, and then she called «Relief «directly (she said I could not join her call with them) — she returned to the line with me and said «Relief» had told me they had their 1^st truck break down after dispatched to me (I heard this same stock excuse the last time I had a late towing pickup), then the 2^nd truck dispatched was not a flatbed for motorcycles, and then when I called them a 2^nd time they realized they had to then dispatch a 3^rd truck for me — they also told my Ajero rep that they had called me each time they had to reschedule, and the 3^rd driver was in-​route to me and would call me directly within 5 minutes to tell me so — I told the Agero rep this past information was a bold-​face lie and asked to join a call with the three of us so I could refute the «Relief» dispatcher in-​person. My Agero rep said she could not do so but called «Relief» back (at 12:30pm) with me on hold and would confirm I was called by «Relief» — two minutes later my Agero rep was back with me and said she had «not quite beat them up, but they were assured that I would hear directly from a tow driver soon.» Three minutes later, while I was on the phone with Agero, I got a call from Demarcus, my tow truck driver from «Relief». Demarcus arrived precisely 15 minutes later (12:50pm), as he stated he would. Demarcus attempted to strap my bike to the truck with the straps d-​rings directly on my chrome and paint as he had no motorcycle straps — I stopped him from scratching my bike — his solution was to go in his cab and suggest placing a paper towel between the straps and my bike. I provided him a set of shop towels instead.
Agero needs to release their contract with «Relief Net Road» in the DFW area.

Yesterday I was locked out of my vehicle. and my insurance company State Farm dispatched emergency roadside service through this company I made my phone call at 2 o’clock Colorado time through State Farm it wasn’t until 345 that I was given a text stating that my emergency roadside person would be dispatched at 4:30 PM! 2 ½ hours to wait is not industry-​standard! I used to work in the industry as both a dispatcher and a roadside technician and even in a blizzard in Denver Colorado it should not take 2 ½ hours to have a emergency roadside technician dispatched for an unlockI have filed a complaint with State Farm I have left several messages on ajero voicemail!!!
I don’t think anybody works there I’m beginning to believe that ajero is a shell company

Agero is the absolute worst company with respect to customer service. Most times you try and speak with someone you go through the usual 15 prompts, (of course because our options have changed). When you finally reach a human, typically around 12 — 15 mins into the call, you are fed nothing but lies and awful service. I have been waiting for reimbursement for 2 towing chargess I paid out of pocket. Initially I was told the check would be sent the next day only to receive a letter 1 week later advising me my claim was approved and the check would follow within 7 – 10 business days. I called them again 2 weeks later and was told the check was mailed on 9-​16-​2015 which is 3 weeks past the first time they gave me the old «check is in the mail» lie. I was also advised that it would be 10 – 15 business days until it would arrive at my residence. Where in God’s name does mail come from that takes 15 business days to any address within the USA???
Long story short, today is 9-​26-​2015 and nothing as of today’s mail. Good luck to anyone else who has to deal with this company.

They hired a tow company called Tow n Go to tow my vehicle. The tow company put the boom thru my bumper and damaged my vehicle. For two weeks I tried to get Agero to fix my car because they said they would. The rental car I would have to pay for and get reimbursed for it. I told the lady I need my vehicle for my job and can’t afford to rent a car for 4 weeks then wait for a reimbursement check. I tried to explain the problem to the supervisor four times. They acted like they didn’t care. Very very disappointed in them and have told my insurance company that they should look into contacting with a new roadside assistance company.

Terrible service. Filling legal action against them for being so late, lost my job because of it. Absolutely the worst and inaccurate service and nobody even cares over there. They tell you 45 minute ETA. Completely forget about you, call you in a hour saying they are dispatching ANOTHER towing company because the first guys couldn’t come and it took them an hour to realize that just to say no, they don’t follow up on anything or anyone they work with.

If there was a 0 star thats what I would give them. the rep that i first worked with put in the wrong address for the tow truck to come get me help. When I called the tow truck Guy he would not come and pick me up cause he won’t get paid so I’m stranded for 4hrs cause Agero don’t put customers first.

Worst tow service I have ever experienced. They arrived 3 hours late to a scheduled appointment and they damaged my bumper when dropping it off at the body shop. The auto body shop in Bellevue saw Agero Towing damage the bumper which ended up costing an additional $ 2.8k. I am still dealing with this and Agero is not making the process easy. I recommend using another towing company and not taking the risk with Agero.

One star is one star too much. I paid for their service through Subaru Roadside Assistance and I might as well have paid for nothing. Eleven hours ago, my car became stuck in a pack of snow, slush, and ice. I immediately called for roadside assistance and they were unable to help me, stating that there were no available tow trucks and would dispatch one first thing in the morning and notify me shortly thereafter. I kindly obliged since I had some time to spare. I called first thing this morning and was told that they were unaware of the request and would dispatch a tow truck immediately and call me to confirm. Ninety minutes later, I still hadn’t heard from them and decided to investigate. I called back and finally spoke with someone who advised me that a truck hadn’t been dispatched. She went ahead and dispatched a truck with a 75 minute arrival time. After 75 minutes of waiting, I receive a text with an updated arrival time of three hours with a different towing company. I call back inquiring, the representative advised me that the initial towing company had cancelled the tow ten minutes prior to arrival for unknown reasons. Bottom line, it shouldn’t take 15 hours to get a tow, Subaru Roadside Assistance — Cross Country Motor Club was a was a waste of time and money, and my car is still stuck…
Best of all, they’ll kindly reimburse you if you decide to pay out of pocket for a towing company, with better response times, that they don’t have a payment agreement with. Classy!

My boyfriends car had broken down on the highway. It was pitch black and we were stranded. Agero’s agent was super helpful and really put us at ease. The tow truck arrived in under 30 minutes and even gave us a lift to our destination. Thank you Agero! :)

My entire experience, start to finish, was flawless!
One morning this past spring my car was acting up. It would start but then after about a minute of running it would shut off if it wasn’t moving. So, I found my Cross Country Motor Club card and called in for service. I didn’t have to wait more than a minute to reach a live agent on the phone and she was prompt with taking my information. Within a couple of minutes after the call I received a text with the ETA of the tow truck driver, the name of the company and their phone number. They quoted me a 45 min. ETA which I thought was great considering it was morning rush hour traffic. The tow truck called me when they were 10 mins out, and arrived right on time! I was impressed!
The tow truck driver was very careful when hooking my car and was very pleasant to interact with. He even let me ride in the truck with him to the shop.
I ended up buying a new car so I probably won’t be calling in anytime soon (hopefully), but I highly recommend Agero’s roadside assistance services and will definitely use them again in the future!

My insurance company Liberty Mutual contracts with Agero for roadside assistance. We contacted them when our vehicle broke down on the highway. We placed a call for assistance at 1:09 pm and received a call back at 1:53pm that they were having a problem finding a tow truck. At 2:24pm we received a 2^nd call that the tow truck was on its way. Per the roadside agreement when the vehicle is towed to an approved repair shop there is no charge for towing. Once we finally get the vehicle towed the tow truck driver informs me that there is an additional charge of $ 179 for the tow. (total distance 8 miles) I contacted Liberty Mutual and confirmed the roadside agreement and was instructed to contact Agero who then instructed me to file a claim with Liberty. Now Agero is saying we cancelled the tow as they never filed a claim. By the time the tow truck picked up our vehicle the repair shop was closed and all the local car rental agents were closed. The bigger issue was the fact that we were almost hit several times by passing vehicles on the highway and the post traumatic stress my wife and family have from the incident. Do yourself a favor and breakdown and get AAA.

I wish I can give this company a 0. We are in California. My mom and I have been waiting in the car for 3 hours and every time we call them they say they need 30 min to come, and they refuse to tell you where the driver is. We’re tired and hungry. I’m convinced the workers are taught to tell customers that the driver will be there in half an hour every time they call. Take it from me and NEVER use these guys to help you with roadside assistance, you’ll be literally waiting the entire day for your car to get towed!

You better hope you don’t need roadside assistance (and have Agero).

I filed a complaint for damages on my motorcycle after a towing was done by one of their service provider. Their liability department is supposed to take 4 business days to decide wether the damages were cause by the service provider and it’s been almost three weeks now. Agero employees give their names and their extension numbers to reach them but somehow they seem to be always «out of the office». I managed to speak with the person in charge of my case at the beginning of this week. He said I’d get an answer by Wednesday or Thursday at the latest. It didn’t happen so I sent him an email and called him. He was out of the office. I spoke to someone of another department who said the case is now handled by someone else. It’s the third time that it’s happening… so now I really don’t have much faith .
Unilocalers…please keep checking «reviews that are not currently recommended», these filtered reviews usually help you get the real picture of businesses. All you have to do is check at the bottom of the page and click on «reviews that are not currently recommended».

Our relationship with Agero Inc started 15 years ago when we owned a towing company in Nevada. we continue with Agero with our Roadside business in Florida because Agero is a reputable company. Agero dispatchers are professional and courteous. Payments are always timely. Our regional is always accessible when needed. We will continue to do business with Agero, due to our positive, long standing business relationship.
Crosstown Roadside Services

NO STAR-​ZERO STAR GIVEN. i agree. reps are rude for the most part. esp the STATE FARM dept which they are catering to. they seem to think customers sitting at home in the laz-​y-​boy are more important then people stuck on a freeway. and always being hung up on by reps is really getting old. any one who deals with agero can ask for the reps ext they use to log into their phones with and report them when they are rude or hang up … exts starts with a 3-​MA, 2-​TN., 8-​CANADA, 5-​FL., AND 4-​AZ officies.