Cross Country Motor Club – Roadside Assistance Program

Having Amica insured «towing & labor» coverage; used twice in the last 3+ years and both time the service was horrible — took extreme long time to arrive; second time, in addition to extremely slow response, the guy came basically dressed with pajama, with several passengers, looking like going out or coming back from a party and used a DIY kind of jump starter.
Amica should have never contracted to those guys; I’ll either goad Amica to change or change my coverage to AAA, which had been many levels better from my previous experience.

Worst Customer Support. Wait forever on the phone and then you are met with a surly «#$%» who is useless for help. Pick another company than this one.

Awful, Awful, Awful; Liberty Mutual is utilizing there services for towing. Waited 5 hrs and car still not towed. I will not renew my services with Liberty Mutual, there services has also declined. #GoingElsewhere

I have a newly purchased 2014 Subaru Outback. It would not start. I called a local tow company and they jump started the vehicle after which I drove to the Subaru dealer and was advised I had a good battery. No explanation was given as to why this happened. The next day the same thing happened. My wife called the Subaru Towing and Road Service number and after multiple attempts on the automated message service reached a live person. She was advised a tow vehicle would be dispatched. Nothing happened! I called the Subaru dealer and, though they were supportive, the suggestion was that we call again or obtain tow service from a non-​authorized service and the Subaru dealer would send the bill to Subaru.
I called in the morning and after another lengthy phone triage session (at least 15 min.) finally reached a live person. Information was given and the tow was to arrive in 55 min. I received a call an hour later saying it would be 55 min. more. A third message came another hour later and then somehow I got connected with another live person. He called the tow company directly and I was advised it would be another 45 min. but the «tow truck was in route.»
Very, very frustrating and absolutely poor customer service with regard to the phone system!!! Unfortunately I will have to use this service again as it comes with the car.

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.

Why on earth would Acura contract their roadside assistance services out to such a horrible company. I had car trouble this past weekend and called for a tow at 9:50 pm on Saturday. After a series of cancellations by the tow truck companies they dispatched and waiting until 1 am, I finally got a ride home and decided I would go back and try again Sunday morning. Before I left home, I called and asked that they dispatch another tow truck. I got to my car and waited another hour without hearing anything. When I called back I was informed they hadn’t even contacted a tow truck company and the average wait time would be another 90 minutes. So by this time, over 12 hours had passed since I first called and my car still had not been towed to the dealer.
I pay for AAA membership too so I finally called them and there was a tow truck on the scene in less than 45 minutes.
Cross Country is horrible and I’m not surprised all of their ratings are 1. If it was possible, I’m sure they would be even lower.

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…

My complaint is about how Cross Country Motor Club, and a subsidiary, Agero, Inc., which handles calls to Hyundai Roadside Assistance, will not respond to customer’s written complaints.
In August 2013, I called Hyundai Roadside Assistance for a vehicle lockout. I didn’t realize I was actually calling Agero. I had locked my keys, cell phone, and credit cards in the trunk. I had to borrow a stranger’s cell phone to call Roadside Assistance. The dispatcher made me pay for the service call before she would dispatch someone (when I should not have had to pay) and then sent the service provider to the wrong location. Also, someone from Hyundai called my cell phone when the service provider couldn’t find me after I told the dispatcher, several times, it was locked in the trunk.
The reason I shouldn’t have paid is because I was allowed up to 6, I believe, free service calls per year and this was the first time I had ever called Hyundai Roadside Assistance. The reason I was charged, I later found out, is because the car I purchased had been a rental car and was still listed in their system as a «fleet vehicle.» The dispatcher never told me this or asked me if the car I was calling about was a fleet or rental vehicle.
After calling another auto club to get my vehicle unlocked, I checked my Hyundai Roadside Assistance handbook and confirmed that I should not have been charged for the service call. I attempted to call Hyundai Roadside Assistance to complain about how my service call had been handled and to get reimbursed. I ended up talking to three different employees (two at Roadside Assistance and another one at Hyundai Customer Service), and all three told me something different about how to get reimbursed. The last employee I spoke with said that someone would call me on Monday (the incident occurred on a Saturday) to address my complaint about how the call was handled, but no one ever did.
After no one called, I attempted to get an address where I could forward a written complaint about how my service call was handled. I was given a P.O. box to which I sent a letter. About 6 weeks went by and I did not receive a response. I called Hyundai Roadside Assistance and, after navigating through their lengthy phone menu again and speaking with several people, I was finally connected with a lady who claimed to be a supervisor. It wasn’t until I spoke with her that I discovered that when a customer calls Hyundai Roadside Assistance, they’re actually calling Agero. I also found out that the P.O. box I sent the letter of complaint to was for reimbursements only.
The supervisor told me to forward my complaint to another supervisor/​manager. She said that she would take the matter seriously and look into it and get back to me. I gave the lady I spoke with my e-​mail address and asked her to give it to the other supervisor/​manager. I know that many company’s filters will treat an e-​mail from a recipient that is not in an employee’s or company’s contact database as either spam or junk e-​mail.
I sent an e-​mail to supervisor/​manager with my (original) letter of complaint attached. After not receiving any response, I e-​mailed her two weeks later asking when I could expect a response from her. Still, no reply. I checked my junk e-​mail folder to make sure any response she may have sent had not ended up there, and it had not. About a month later, I wrote a letter to Agero’s corporate headquarters, complaining about the supervisor/​manager not responding to my complaint. I didn’t receive any response to that letter, so I wrote a letter to the corporate headquarters of Cross Country Motor Club, which is the parent company of Agero, about a month later. In this letter, my primary complaint was about the supervisor/​manager ignoring two of my e-​mails and my letter of complaint, my letter to Agero’s corporate headquarters being ignored. I requested to know who would be investigating my complaint and when I could expect to hear from him/​her.
Cross Country’s address is the same as Agero’s but this time I found which suite they are in and put it in the address on the envelope to make sure it got to the right office. I also wrote «Complaint» in red ink in the lower left corner of the envelope. It’s been about a month since I mailed that letter, and I have received no response.
Even though I get a certain amount of free service calls with Hyundai Roadside Assistance, I am never going to use them again. Numerous mistakes were made the only time I did call them for service, and then the company that actually handles their calls, Agero, and their parent company will not respond to customer’s complaints.

I signed up for a membership in July, 2012 when my Subaru Roadside Assistance expired on my 2009 Subaru – I think I paid around $ 80 – 90. (I’d always used AAA but thought a brand-​related roadside assistance made more sense because of all-​wheel drive.)
Today, my tire blew out. I managed to pull to the side of the road. It took 20 minutes on hold to actually speak with a Cross Country rep! And when I did, she did not have my VIN number or my membership number, which I read off to her – no record at all! I couldn’t believe it. They said I’d have to pay up front then get reimbursed after I proved I had a membership!!! I said: «Do you really think I’d choose to park on the side of a road on a freezing day and make up a membership number to get my tire changed for free?»
I am going to demand a refund on the «memberhsip» they can’t find. I wound up calling a local outfit, which turns out to the the same place that Cross Country uses. The guy was fine but advised me to use AAA next time – that Cross Country is small potatoes by comparison and a total hassle. I’m still shaking over the experience. I plan to make a huge stink at my Subaru dealer as well. They shouldn’t be associated with this outfit, IMO.
Update: I did manage to get a refund on my «membership-that-wasn’t-a-membership– when-​I-​needed-​it, over a month later. Finding the address, phone number, customer service to get the refund was almost impossible. At the time there was no website for the parent company or customer service. I also stopped by the Subaru dealer, shared my horrible experience, and suggested that they not offer this plan to their car buyers. Up to them, but I used my Cross Country refund to get an AAA membership again.

I have paid to be covered by Cross Country Motor Club Roadside Assistance Program for years and, now that I finally need it, I find that this service is USELESS.
I live in the summer in northern New Hampshire (Center Harbor, NH). Having called this service today because my 11 year old BMW seems to have a fuel injection problem, I now learn that Cross Country Motor Club will tow my car only to the nearest BMW dealership which happens to be 72 miles away, rather than to the very competent foreign car automotive shop which is only 8 ½ miles away. Of course, with no car to get me the 72 miles to the dealership to pick up the car once it is repaired, the only option provided to me by their customer service phone rep was that I would have to PAY to have my repaired car towed 72 miles back to me once the car is in fact repaired. IT WOULD COST ME FAR LESS merely to have my car towed the 8 ½ miles to the nearest non-​BMW dealership than to pay to have my car towed 72 miles back to me. It would take an idiot to make that choice over an 8 ½ mile tow.
So what exactly did I pay for? Does Cross Country Motor Club not care about the customer experience? About customer satisfaction? Do they assume that none of their customers ever travel further than 15 – 20 miles from any BMW dealership? Did they ever really think about or care about the customer? Obviously not, given their unreasonable policies.
My advice to all potential customers of Cross Country Motor Club and its Roadside Assistance Program is not to waste their money. The money that I have paid to Cross Country might as well have gone into the wastebasket.