Good afternoon,We researched our files and confirmed that the customer paid a total of $for service After receiving his request for reimbursement, we issued two checks totaling $as requested
Revdex.com: 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 # [redacted] Please add your rejection comments below I have yet to receive a phone call or message from you allMy last call was this morning at roughly 8:05am ESTI also called yesterday morning to follow up on my fileI am continuing to call to get some sort of status updateAnd again my calls are not being returnedI need to know exactly where my file is in this lengthy process?? How much longer will it be before you all make a decision?? What is the estimate time frame for completion?? Regards, [redacted]
Good morning,Please find our findings and decision listed below Mr [redacted] requested a tow for his [redacted] Optima on Saturday, September , - Mr [redacted] had questions regarding a “loaner” vehicle- The agent advised we dispatch roadside only and he would need to contact the dealership for transportation- The agent advised Mr [redacted] of his coverageMr [redacted] was covered to the closest brand dealer or a dealer within discretionary milesThe nearest brand dealer [redacted] in Taraho INThe agent provided Mr [redacted] with the dealer telephone number to announce the vehicle- Service was dispatched with a minute ETA- Mr [redacted] called back to receive an update on a loaner vehicle or rentalHe advised the dealer was closed until Monday- The agent again advised that we only secure towing service and he would need to pursue transportation on his own- The provider arrived and the vehicle was towed to the [redacted] in Taraho IN- Mr [redacted] called back to advise the [redacted] dealer was closed and there was not a rental car location or hotel to go to- Mr [redacted] requested a re-tow closer to his home location- The agent advised she could check into this but typically re-tows are not covered- Mr [redacted] suggested Manchester [redacted] dealer which would be closer to his home location as he had no transportation and no lodging- The agent advised Mr [redacted] that re-tows are not covered and offered non-coverage options in the amount of $554.50, a mile tow- The agent offered taxi service and Mr [redacted] declined- The agent advised Mr [redacted] of his coverage and coverage limits and advised he was covered to the closest dealer from his disablement location- Mr [redacted] advised the provider had not unloaded the vehicle as of yet and would that make a difference in the dealership selection- The agent asked if the provider was willing to go the additional miles to Ballwin to deliver the vehicle- The provider advised the vehicle was not unloaded yet and he would be able to complete the long distance tow- The agent changed the tow destination to the [redacted] dealer in Ballwin and advised Mr [redacted] he was covered for the first miles and any additional will be an out of pocket expense at the providers rateAfter further review we were able to confirm that proper dispatch procedure was followedThe customer was covered to the nearest dealerThe provider arrived within the ETA providedMr [redacted] requested a re-tow which is not a covered serviceThe agent was able to assist by overriding this as the provider never dropped the vehicleOnce the new location was entered the system defaulted to cover milesMr [redacted] was advised of the coverage and the out of pocket expenseMr [redacted] submitted his receipt for service to [redacted] for evaluation of reimbursement and was denied as a custom destination was chosen
Good afternoon, [redacted] contracts with Agero to manage its roadside assistance program. Agero is not an insurance company. Agero has Contact Centers that receive phone calls from [redacted] customers requesting roadside service. Agero contracts with individual providers of towing and roadside assistance services to perform such services, on an independent contractor basis, on behalf of the customer. On 1/24/2016 the customer called for winching/extrication service after his vehicle left a snow covered road and slid down an embankment to a tree line. After the service was completed the customer alleged that the service provider caused damage to the passenger side body of the vehicle during the extrication by contacting trees and contacting the vehicle running board with the winch cable. We reviewed all of the information and photos submitted by the customer and service provider. Based on the information provided we are not able to determine that the service provider caused the vehicle body damage alleged by the customer. If requested, we will be glad to provide the customer’s insurance provider with the service provider’s insurance information.
Good afternoon,Please be advised that we have reviewed the customer's complaint and determined the following: [redacted] Customer was not present for the service [redacted] The customer hit a deer and discovered the damage nine days after the date of service [redacted] The Service Provider towed the vehicle with a flatbed and loaded it front first [redacted] There isn’t any scraping or scratches underneath the front or rear bumper to support any damage happening when the vehicle was loaded or unloaded [redacted] The damage to the left front door supports that it occurred when the customer hit a deerThe damage be claimed is in the same area where the customer hit the deer [redacted] Based on the investigation, we are not able to hold the provider liable for the damages.Also, if the customer is claiming that items were stolen from the vehicle, this is a criminal matter and will need to be dealt with by the customers local police departmentThe customer should also contact the party who had possession of the vehicle at the time of the accident to discuss the allegations further
Good afternoon,We received your complaint. Our company, Agero, handles only the Roadside Assistance program for *** *** and a number of other companies . We would not have any information pertaining to the refund for the classes the customer addresses in the complaint. The
customer will need to contact *** directly for this information.Please feel free to contact us if there are any questions
Good morning, Please be advised that our company has previously reviewed the customers damage allegation and with the evidence that was presented, we were unable to honor his complaintThe reasons for the denial are listed below.The reasons behind the denial decision are listed
below:
•
Damage is to the battery.•
The vehicle was being serviced for a lockout and a dead battery.•
Upon reviewing the information submitted, the damage to the battery is related
to the original reason for roadside service•
The customer has stated that he has had his vehicle jump started on more than
one occasion due to draining of his battery.•
The vehicles battery was drained due to the vehicles headlights being left on.•
The condition of the vehicles battery is a direct result of the battery being
drained on more than one occasion and causing permanent damage•
No evidence has been provided to support these damages were caused during the
roadside service.We are unable to honor the damage complaint because there isn’t
any evidence that the service provider did anything negligent to cause the damage to
the customer’s vehicle
Revdex.com:* Member states that he does not know what caused the flat tireresponse: yes when I went to accelerate trying to merge into Rt4W there was a wobling in car and I pulled into the Fuelgas station immediately after Rt4W entrance.* Member states that the first tech came out and he did not have the correct tools for the tire changeresponse: yes I called my insurance *** and explained how the first responder did not have proper tools to change a simple flat this has been documented by ***.* Member states that the first tech checked his trunk to see if his car came with the tool and he ripped the trunk liningresponse: the first tech did not rip the trunk liner he cracked it down the middle by getting in to look for lug nut remover.* Member states that the driver left and a second company came and they arrived with a flatbedresponse: yes *** contacted Agero and a second assist came with a tow truck after I explained that the first tech left. * Member states that the driver winched the car up from the front while he sat in the flatbed during the loading, as it was very coldresponse: the reason car was towed is because 2nd tech arrived with a tow truck with only a quad gun nut remover of which were stripped (as I was shown) and unusable, and the other were wrong sizeThis is after *** contacted tow truck company and assured me they will have an air gun in truckThe driver arrived without air gun and unable to remove tire and I was charged for tow. * Member states that when the driver got back into the flatbed he told him that he broke the bumper due to the chain and the cold weatherresponse: I believe the driver used the word "cracked plastic in fender or bumper" I'm not a car guy. * Member states that the car was towed to his home and he did not look at the damage until the following Monday, as he had it towed a second time from his home to the tire shopresponse: my car was towed to my disable parking spot late Saturday nightSunday made appointment to get car towed on Monday morning since the tire shop was closed on SundayI went out Monday before tow truck arrived to view claimed damage by tow truck.* Provider reports that the vehicle was towed using a flatbed and loaded front end facingProvider reports that the damaged claimed was caused from the pothole that the member hit causing the flat tireresponse: I did not hit a pot hole I would have felt it, if it was a pot hole why is the end portion of front fender not damaged they appear to be the same distance from ground. * We are unable to honor the damage complaintThe damage to the bumper is not consistent with a chain rubbing against the bumperresponse: I stated that I thought he mentioned a chain I could be wrong but I was tired from a day that started at 5:AM and I was still dealing with this issue at 9:PMIf my explanation did not make sense why not ask the tow truck driver to explain the incident (who better to ask if things do not make senseNot one mention was made that Agero reached out to driverThe bumper is broken off in pieces but not in the area where the chain might contact the bumperresponse: they kept basing the research based on a chain all people I contacted said the same thing in fact the second reviewer just cut and paste what the first agent said and denied the claimNo one even came out to visually inspect damageThere is visible damage high up on the wheel well not consistent with an impact from a chainrespnse: this is the only thing they sayThere is obvious damage to car that was not there before which the driver alerted me toThe member did not look at the damage until the following Monday after the tow service and the vehicle has been towed a second time prior to securing photos of the damage allegedresponse: not true as I explained to first agent because I did not say thatThe comment was erased from agents notes.
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 # ***Regards,
*** ***
Good afternoon, Please find our response to this complaint listed below.We have reviewed the recent damage complaint for *** *** who requested a roadside service on her ***Ms*** reported damage to her vehicle after the roadside serviceThe final liability decision is that
we are unable to honor the damage complaint. The reasons behind the decision are listed below: • Mrs*** requested roadside service for a damaged muffler. • The vehicle was located in the customer’s driveway. • The customer stated that the service provider told her that he could not preform the tow, as the vehicle was located in a position not suitable for towing. • The driver then attempted to move the vehicle and brought it to the repair shop. • Mrs*** claims that the catalytic converter was bent when the provider pulled the vehicle out of the driveway. • Photos were sent showing the damages being alleged but only show the converter detached from the vehicle and not on the vehicle in question. • The service provider reported no issues with the tow service. • We are unable to honor the damage complaint, as the evidence provided is unable to help us determine if the service provider is at fault, as the converter is not on the vehicle
As previosly advised, our company dispatched an independent service provider. We are not an insurance company and upon review could not find evidence that a wheel lift tow truck could cause such damage. The customer may pursue an insurance claim with the service provider's insurance provider. We will be glad to provide that information directly to the customers insurance company so an insurance investigation into liability can be initiated. If the customer chooses to contact us with his insurance information we will provide the appropriate contact information to pursue the claim
I disagree your claim on the balance of probability because whoever you sent to jump start the car connected the cable to the wrong spot while trying to crank the carWhen he tried to jump start it and the fuse sparked, I heard the spark and came out and saw he had the wires on the wrong spotWhy opening a fuse box when the spot that was made for*** to jump start a car is right where you can see it, I have a picture showing fuse box opened, I have no issues talking about the situation because the repair shop already had it written that whoever that was trying to jump start the vehicle did it the wrong way that was why the fuse was blown, your arguiment doesntmake any sense, it's demeaning, your company didn't show me no proof at all while he won't be liable, I have enough proof to support my claim. if it will cost me my last $, I willmake sure your company payThis is absolutely not made out to me.Revdex.com:
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 # ***
Regards,
*** ***
Good afternoon, Our Customer Care associates attempted to speak with the customer on March 6th and 7th via telephone. We provided our contact information and a formal letter of apology was sent out when we did not hear back from the customer. We would be glad to speak with the
customer to discuss her concerns
Revdex.com:
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 # ***
While I did receive a check, the amount was not for the full amount of my expensesMy expenses were $530, the check was only for $I want the remainder of my expenses reimbursed.
*** ***
Good afternoon,Yes, please send in the photos and estimates to email address ***Once I receive the information I will forward it to your case manager for handling
Revdex.com:
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 # ***.All the company did was accuse the hurricane and the dealership for the damagesI am the consumer and my report of the damages should be accepted stating that the damages were not made by myselfThe tow driver did not do a walk around for any damages nor did my wife have to sign anything when he picked my vehicle upAlso they did not reach out to the car dealership for any confirmation on any damages eitherFirst the hurricane did the damages,then the dealership was responsibleThe Agero company was not with the tow the way to the car repair shop,the vehicle was being towed for electrical issues,the tow driver connected my battery and backed out of my yard and drove the car into the streetThe damage to the top of my trunk is a severe straight dent,looking like it was ran under something,not damaged by a falling limb or something elseI would like this issue to be re looked at,at the company take responsibility for the damages and pay for the repairsMy vehicle was in immaculant condition before they towed itThis unacceptable and the company does not want to take responsibility for the damagesI am very dissapointed as this company is who *** used for my roadside assistanceI have emails and voice messages where the company still insists that the damage was done by the hurricane and then the dealership,so it seems like they are just trying to blame someone else for the damages
Regards,
*** ***
Revdex.com:
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.
DEAR SIRS...I CHOOSE TO REJECT THIS DECISION BY AGERO AND *** ***...REMEMBER I CONFERRED WITH MY MECHANIC AND HE INSTRUCTED ME TO HAVE THE CAR TOWED AND NOT TO EVEN TRY TO CRANK IT..HE CHECKED THE ENGINE AND THERE WAS NO HOLE IN IT...ALSO I HAD A MONIITIR CALLED AUTOMATIC ON THE CAR WHICH SHOWS THE ENGINE WAS OK WHEN I STOPPED..THE TOW DRIVER WAS INSTRUCTED NOT TO CRANK THE CAR ...NOT ONLY DUD HE CRANK IT BUT HE DROVE IT UP ON THE TOW TRUCK..THE NEIGHBORS STANDING OUTSIDE AS WELL AS MYSELF AND MY SON IN LAW HEARD AND OBSERVED THE METAL FLYING FROM THE ENGINE AS HE DROVE THE CAR UP THE RAMPTHEN OIL SPEWED OUT OF THE ENGINE ONTO THE TOW TRUCK BED..THERE WAS NO OIL LEAKING BEFORE THEN..WE ACTUALLY PICKED UP THE ROD AND METAL THAT WAS THROWN FROM THE ENGINE AS HE DROVE IT UP THE TOW TRUCK WHICH EVEN PUT MORE STRESS ON THE ENGINETHE *** DEALERSHIP ESTIMATED THAT IT WOULD COST IN EXCESS OF $41,TO REPAIR MY CAR..ALSO AGERO AGREED TO PAY THE ESTIMATE CHARGE OF $and have not paid IT SO I CANNOT GET MY CAR!!!! I AM IN CONTACT WITH THE DEALERSHIP AND TOLD THEM WHAT THE AGERO AGENT SAID ABOUT THE OIL CHANGE AND HE SAID WHETHER OR NOT THE OIL HAD BEEN CHANGED (and IT had been ) THE ISSUE IS THAT HE CRANKED THE CAR AND THE ENGINE COULD HAVE BEEN FLUSHED WITHOUT HARM...THE TOW DRIVER CAUSED THE PROBLEM BY CRANKING IT..IF HE HAD NOT CRANKED THE CAR ...IT WOULD NOT HAVE THROWN A RODI don't see how difficult this is to understandALSO THEY GAVE THE DEALERSHIP PERMISSION TO ESTIMATE THE DAMAGES AND REFUSE TO PAY WHAT THEY AGREED TO PAY..THE DEALERSHIP IS REQUESTING THAT I REMOVE THE CAR BUT WONT RELEASE IT UNTIL THE COST OF THE ESTIMATE THAT THEY SUPPLIED TO AGERO AND AGERO APPROVED IS PAIDI AM THE VICTIM HERE AND I HAVE NO DOUBT THAT AGERO KNOWS THAT THEY ARE RESPONSIBLEPLEASE HELP ME..I AM A RETIREE AND HAVE LIMITED FUNDS AND NO CAR!!! I have researched this company on line and found the issue of irresponsibility to be common with this company
Regards,
*** ***
Good afternoon,We reviewed the customer's complaint a second time and there is no evidence that the service provider damaged the front (hood) of his vehicle. The customer was out of gas on the highway next to a guardrail. He left the vehicle unattended and went to the next exit in
another vehicle. The service provided pulled up behind the vehicle to provide gas, waited ten minutes and left without providing service due to the customer's absence. The customer returned to his vehicle where a second truck came out to meet with him and tow the vehicle. It was at this time the customer advises that the first tow driver must have caused damage found on the hood. There is no evidence or witness to the allegagation and we are not able to hold the service provider liable for the damage present on the hood of the vehicle. The damage is not consistent with the circumstances or service requested
Good morning,We contacted the customer on 4/13/to advise that we issued a check in March for the full amount and provided the check number. We verified the mailing address and the customer advised they never received the check at their home. We put a stop payment on the first check and re-issued a second check for the same amount on 4/13/and verified the mailing address with the customer. The customer was advised that the check has been mailed to her address as requested. The customer stated that she was satisfied with this resolution on 4/13/2016. I provided the customer with the name of the bank and the check number. We will place a follow up call to the customer to address any additional concerns.Thank you
Revdex.com:
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 # ***
I thought I had everything satisfactorily recv'd but I need to re open itThey only *** **'d me out a page letter with insurance card and the membership number isn't even recognized in their system as valid todayNo kit came with this to inform me of all the benefits I get but says they are listed online which they were not at *** if one couldn't get into their membership to viewThey give a number to call too 1-*** but it transfers one to roadside assistance and so that wasn't very helpful to me at 7:30pm. Why not have a link to all the benefits one can view anytime onlineThen I noticed on the ins card itself waqs another website *** so next I went there and it had a place asking for membership number so I input it there and this time I was able to see all the offers that come with my membershipVery very confusing to the consumer why this site has our membership number but not the *** site the letter sends you toHere's an idea maybe have BOTH sites recognize membership numbersMAYBE LIST A CUSTOMER SERVICE REP CANNOT BE REACHED ACCEPT BEFORE 5PMOR HOLD BETTER CUST SERVICE HOURS! Regards,
*** ***
Revdex.com:
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 # ***.
Let it be known, that I said to *** that I WASN'T HAPPY with the resolution, though they should send me the check for $100.00. I wasn't going to say no to a "Little Good Will". I will persue with the company that towed my car! I guess you can close this complaint with AGEROThank you
Regards,
*** ***
Good afternoon,We researched our files and confirmed that the customer paid a total of $for service After receiving his request for reimbursement, we issued two checks totaling $as requested
Revdex.com: 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 # [redacted] Please add your rejection comments below I have yet to receive a phone call or message from you allMy last call was this morning at roughly 8:05am ESTI also called yesterday morning to follow up on my fileI am continuing to call to get some sort of status updateAnd again my calls are not being returnedI need to know exactly where my file is in this lengthy process?? How much longer will it be before you all make a decision?? What is the estimate time frame for completion?? Regards, [redacted]
Good morning,Please find our findings and decision listed below Mr [redacted] requested a tow for his [redacted] Optima on Saturday, September , - Mr [redacted] had questions regarding a “loaner” vehicle- The agent advised we dispatch roadside only and he would need to contact the dealership for transportation- The agent advised Mr [redacted] of his coverageMr [redacted] was covered to the closest brand dealer or a dealer within discretionary milesThe nearest brand dealer [redacted] in Taraho INThe agent provided Mr [redacted] with the dealer telephone number to announce the vehicle- Service was dispatched with a minute ETA- Mr [redacted] called back to receive an update on a loaner vehicle or rentalHe advised the dealer was closed until Monday- The agent again advised that we only secure towing service and he would need to pursue transportation on his own- The provider arrived and the vehicle was towed to the [redacted] in Taraho IN- Mr [redacted] called back to advise the [redacted] dealer was closed and there was not a rental car location or hotel to go to- Mr [redacted] requested a re-tow closer to his home location- The agent advised she could check into this but typically re-tows are not covered- Mr [redacted] suggested Manchester [redacted] dealer which would be closer to his home location as he had no transportation and no lodging- The agent advised Mr [redacted] that re-tows are not covered and offered non-coverage options in the amount of $554.50, a mile tow- The agent offered taxi service and Mr [redacted] declined- The agent advised Mr [redacted] of his coverage and coverage limits and advised he was covered to the closest dealer from his disablement location- Mr [redacted] advised the provider had not unloaded the vehicle as of yet and would that make a difference in the dealership selection- The agent asked if the provider was willing to go the additional miles to Ballwin to deliver the vehicle- The provider advised the vehicle was not unloaded yet and he would be able to complete the long distance tow- The agent changed the tow destination to the [redacted] dealer in Ballwin and advised Mr [redacted] he was covered for the first miles and any additional will be an out of pocket expense at the providers rateAfter further review we were able to confirm that proper dispatch procedure was followedThe customer was covered to the nearest dealerThe provider arrived within the ETA providedMr [redacted] requested a re-tow which is not a covered serviceThe agent was able to assist by overriding this as the provider never dropped the vehicleOnce the new location was entered the system defaulted to cover milesMr [redacted] was advised of the coverage and the out of pocket expenseMr [redacted] submitted his receipt for service to [redacted] for evaluation of reimbursement and was denied as a custom destination was chosen
Good afternoon, [redacted] contracts with Agero to manage its roadside assistance program. Agero is not an insurance company. Agero has Contact Centers that receive phone calls from [redacted] customers requesting roadside service. Agero contracts with individual providers of towing and roadside assistance services to perform such services, on an independent contractor basis, on behalf of the customer. On 1/24/2016 the customer called for winching/extrication service after his vehicle left a snow covered road and slid down an embankment to a tree line. After the service was completed the customer alleged that the service provider caused damage to the passenger side body of the vehicle during the extrication by contacting trees and contacting the vehicle running board with the winch cable. We reviewed all of the information and photos submitted by the customer and service provider. Based on the information provided we are not able to determine that the service provider caused the vehicle body damage alleged by the customer. If requested, we will be glad to provide the customer’s insurance provider with the service provider’s insurance information.
Good afternoon,Please be advised that we have reviewed the customer's complaint and determined the following: [redacted] Customer was not present for the service [redacted] The customer hit a deer and discovered the damage nine days after the date of service [redacted] The Service Provider towed the vehicle with a flatbed and loaded it front first [redacted] There isn’t any scraping or scratches underneath the front or rear bumper to support any damage happening when the vehicle was loaded or unloaded [redacted] The damage to the left front door supports that it occurred when the customer hit a deerThe damage be claimed is in the same area where the customer hit the deer [redacted] Based on the investigation, we are not able to hold the provider liable for the damages.Also, if the customer is claiming that items were stolen from the vehicle, this is a criminal matter and will need to be dealt with by the customers local police departmentThe customer should also contact the party who had possession of the vehicle at the time of the accident to discuss the allegations further
Good afternoon,We received your complaint. Our company, Agero, handles only the Roadside Assistance program for *** *** and a number of other companies . We would not have any information pertaining to the refund for the classes the customer addresses in the complaint. The
customer will need to contact *** directly for this information.Please feel free to contact us if there are any questions
Good morning, Please be advised that our company has previously reviewed the customers damage allegation and with the evidence that was presented, we were unable to honor his complaintThe reasons for the denial are listed below.The reasons behind the denial decision are listed
below:
•
Damage is to the battery.•
The vehicle was being serviced for a lockout and a dead battery.•
Upon reviewing the information submitted, the damage to the battery is related
to the original reason for roadside service•
The customer has stated that he has had his vehicle jump started on more than
one occasion due to draining of his battery.•
The vehicles battery was drained due to the vehicles headlights being left on.•
The condition of the vehicles battery is a direct result of the battery being
drained on more than one occasion and causing permanent damage•
No evidence has been provided to support these damages were caused during the
roadside service.We are unable to honor the damage complaint because there isn’t
any evidence that the service provider did anything negligent to cause the damage to
the customer’s vehicle
Revdex.com:* Member states that he does not know what caused the flat tireresponse: yes when I went to accelerate trying to merge into Rt4W there was a wobling in car and I pulled into the Fuelgas station immediately after Rt4W entrance.* Member states that the first tech came out and he did not have the correct tools for the tire changeresponse: yes I called my insurance *** and explained how the first responder did not have proper tools to change a simple flat this has been documented by ***.* Member states that the first tech checked his trunk to see if his car came with the tool and he ripped the trunk liningresponse: the first tech did not rip the trunk liner he cracked it down the middle by getting in to look for lug nut remover.* Member states that the driver left and a second company came and they arrived with a flatbedresponse: yes *** contacted Agero and a second assist came with a tow truck after I explained that the first tech left. * Member states that the driver winched the car up from the front while he sat in the flatbed during the loading, as it was very coldresponse: the reason car was towed is because 2nd tech arrived with a tow truck with only a quad gun nut remover of which were stripped (as I was shown) and unusable, and the other were wrong sizeThis is after *** contacted tow truck company and assured me they will have an air gun in truckThe driver arrived without air gun and unable to remove tire and I was charged for tow. * Member states that when the driver got back into the flatbed he told him that he broke the bumper due to the chain and the cold weatherresponse: I believe the driver used the word "cracked plastic in fender or bumper" I'm not a car guy. * Member states that the car was towed to his home and he did not look at the damage until the following Monday, as he had it towed a second time from his home to the tire shopresponse: my car was towed to my disable parking spot late Saturday nightSunday made appointment to get car towed on Monday morning since the tire shop was closed on SundayI went out Monday before tow truck arrived to view claimed damage by tow truck.* Provider reports that the vehicle was towed using a flatbed and loaded front end facingProvider reports that the damaged claimed was caused from the pothole that the member hit causing the flat tireresponse: I did not hit a pot hole I would have felt it, if it was a pot hole why is the end portion of front fender not damaged they appear to be the same distance from ground. * We are unable to honor the damage complaintThe damage to the bumper is not consistent with a chain rubbing against the bumperresponse: I stated that I thought he mentioned a chain I could be wrong but I was tired from a day that started at 5:AM and I was still dealing with this issue at 9:PMIf my explanation did not make sense why not ask the tow truck driver to explain the incident (who better to ask if things do not make senseNot one mention was made that Agero reached out to driverThe bumper is broken off in pieces but not in the area where the chain might contact the bumperresponse: they kept basing the research based on a chain all people I contacted said the same thing in fact the second reviewer just cut and paste what the first agent said and denied the claimNo one even came out to visually inspect damageThere is visible damage high up on the wheel well not consistent with an impact from a chainrespnse: this is the only thing they sayThere is obvious damage to car that was not there before which the driver alerted me toThe member did not look at the damage until the following Monday after the tow service and the vehicle has been towed a second time prior to securing photos of the damage allegedresponse: not true as I explained to first agent because I did not say thatThe comment was erased from agents notes.
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 # ***Regards,
*** ***
Good afternoon, Please find our response to this complaint listed below.We have reviewed the recent damage complaint for *** *** who requested a roadside service on her ***Ms*** reported damage to her vehicle after the roadside serviceThe final liability decision is that
we are unable to honor the damage complaint. The reasons behind the decision are listed below: • Mrs*** requested roadside service for a damaged muffler. • The vehicle was located in the customer’s driveway. • The customer stated that the service provider told her that he could not preform the tow, as the vehicle was located in a position not suitable for towing. • The driver then attempted to move the vehicle and brought it to the repair shop. • Mrs*** claims that the catalytic converter was bent when the provider pulled the vehicle out of the driveway. • Photos were sent showing the damages being alleged but only show the converter detached from the vehicle and not on the vehicle in question. • The service provider reported no issues with the tow service. • We are unable to honor the damage complaint, as the evidence provided is unable to help us determine if the service provider is at fault, as the converter is not on the vehicle
As previosly advised, our company dispatched an independent service provider. We are not an insurance company and upon review could not find evidence that a wheel lift tow truck could cause such damage. The customer may pursue an insurance claim with the service provider's insurance provider. We will be glad to provide that information directly to the customers insurance company so an insurance investigation into liability can be initiated. If the customer chooses to contact us with his insurance information we will provide the appropriate contact information to pursue the claim
I disagree your claim on the balance of probability because whoever you sent to jump start the car connected the cable to the wrong spot while trying to crank the carWhen he tried to jump start it and the fuse sparked, I heard the spark and came out and saw he had the wires on the wrong spotWhy opening a fuse box when the spot that was made for*** to jump start a car is right where you can see it, I have a picture showing fuse box opened, I have no issues talking about the situation because the repair shop already had it written that whoever that was trying to jump start the vehicle did it the wrong way that was why the fuse was blown, your arguiment doesntmake any sense, it's demeaning, your company didn't show me no proof at all while he won't be liable, I have enough proof to support my claim. if it will cost me my last $, I willmake sure your company payThis is absolutely not made out to me.Revdex.com:
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 # ***
Regards,
*** ***
Good afternoon, Our Customer Care associates attempted to speak with the customer on March 6th and 7th via telephone. We provided our contact information and a formal letter of apology was sent out when we did not hear back from the customer. We would be glad to speak with the
customer to discuss her concerns
Revdex.com:
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 # ***
While I did receive a check, the amount was not for the full amount of my expensesMy expenses were $530, the check was only for $I want the remainder of my expenses reimbursed.
*** ***
Good afternoon,Yes, please send in the photos and estimates to email address ***Once I receive the information I will forward it to your case manager for handling
Revdex.com:
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 # ***.All the company did was accuse the hurricane and the dealership for the damagesI am the consumer and my report of the damages should be accepted stating that the damages were not made by myselfThe tow driver did not do a walk around for any damages nor did my wife have to sign anything when he picked my vehicle upAlso they did not reach out to the car dealership for any confirmation on any damages eitherFirst the hurricane did the damages,then the dealership was responsibleThe Agero company was not with the tow the way to the car repair shop,the vehicle was being towed for electrical issues,the tow driver connected my battery and backed out of my yard and drove the car into the streetThe damage to the top of my trunk is a severe straight dent,looking like it was ran under something,not damaged by a falling limb or something elseI would like this issue to be re looked at,at the company take responsibility for the damages and pay for the repairsMy vehicle was in immaculant condition before they towed itThis unacceptable and the company does not want to take responsibility for the damagesI am very dissapointed as this company is who *** used for my roadside assistanceI have emails and voice messages where the company still insists that the damage was done by the hurricane and then the dealership,so it seems like they are just trying to blame someone else for the damages
Regards,
*** ***
Revdex.com:
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.
DEAR SIRS...I CHOOSE TO REJECT THIS DECISION BY AGERO AND *** ***...REMEMBER I CONFERRED WITH MY MECHANIC AND HE INSTRUCTED ME TO HAVE THE CAR TOWED AND NOT TO EVEN TRY TO CRANK IT..HE CHECKED THE ENGINE AND THERE WAS NO HOLE IN IT...ALSO I HAD A MONIITIR CALLED AUTOMATIC ON THE CAR WHICH SHOWS THE ENGINE WAS OK WHEN I STOPPED..THE TOW DRIVER WAS INSTRUCTED NOT TO CRANK THE CAR ...NOT ONLY DUD HE CRANK IT BUT HE DROVE IT UP ON THE TOW TRUCK..THE NEIGHBORS STANDING OUTSIDE AS WELL AS MYSELF AND MY SON IN LAW HEARD AND OBSERVED THE METAL FLYING FROM THE ENGINE AS HE DROVE THE CAR UP THE RAMPTHEN OIL SPEWED OUT OF THE ENGINE ONTO THE TOW TRUCK BED..THERE WAS NO OIL LEAKING BEFORE THEN..WE ACTUALLY PICKED UP THE ROD AND METAL THAT WAS THROWN FROM THE ENGINE AS HE DROVE IT UP THE TOW TRUCK WHICH EVEN PUT MORE STRESS ON THE ENGINETHE *** DEALERSHIP ESTIMATED THAT IT WOULD COST IN EXCESS OF $41,TO REPAIR MY CAR..ALSO AGERO AGREED TO PAY THE ESTIMATE CHARGE OF $and have not paid IT SO I CANNOT GET MY CAR!!!! I AM IN CONTACT WITH THE DEALERSHIP AND TOLD THEM WHAT THE AGERO AGENT SAID ABOUT THE OIL CHANGE AND HE SAID WHETHER OR NOT THE OIL HAD BEEN CHANGED (and IT had been ) THE ISSUE IS THAT HE CRANKED THE CAR AND THE ENGINE COULD HAVE BEEN FLUSHED WITHOUT HARM...THE TOW DRIVER CAUSED THE PROBLEM BY CRANKING IT..IF HE HAD NOT CRANKED THE CAR ...IT WOULD NOT HAVE THROWN A RODI don't see how difficult this is to understandALSO THEY GAVE THE DEALERSHIP PERMISSION TO ESTIMATE THE DAMAGES AND REFUSE TO PAY WHAT THEY AGREED TO PAY..THE DEALERSHIP IS REQUESTING THAT I REMOVE THE CAR BUT WONT RELEASE IT UNTIL THE COST OF THE ESTIMATE THAT THEY SUPPLIED TO AGERO AND AGERO APPROVED IS PAIDI AM THE VICTIM HERE AND I HAVE NO DOUBT THAT AGERO KNOWS THAT THEY ARE RESPONSIBLEPLEASE HELP ME..I AM A RETIREE AND HAVE LIMITED FUNDS AND NO CAR!!! I have researched this company on line and found the issue of irresponsibility to be common with this company
Regards,
*** ***
Good afternoon,We reviewed the customer's complaint a second time and there is no evidence that the service provider damaged the front (hood) of his vehicle. The customer was out of gas on the highway next to a guardrail. He left the vehicle unattended and went to the next exit in
another vehicle. The service provided pulled up behind the vehicle to provide gas, waited ten minutes and left without providing service due to the customer's absence. The customer returned to his vehicle where a second truck came out to meet with him and tow the vehicle. It was at this time the customer advises that the first tow driver must have caused damage found on the hood. There is no evidence or witness to the allegagation and we are not able to hold the service provider liable for the damage present on the hood of the vehicle. The damage is not consistent with the circumstances or service requested
Good morning,We contacted the customer on 4/13/to advise that we issued a check in March for the full amount and provided the check number. We verified the mailing address and the customer advised they never received the check at their home. We put a stop payment on the first check and re-issued a second check for the same amount on 4/13/and verified the mailing address with the customer. The customer was advised that the check has been mailed to her address as requested. The customer stated that she was satisfied with this resolution on 4/13/2016. I provided the customer with the name of the bank and the check number. We will place a follow up call to the customer to address any additional concerns.Thank you
Revdex.com:
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 # ***
I thought I had everything satisfactorily recv'd but I need to re open itThey only *** **'d me out a page letter with insurance card and the membership number isn't even recognized in their system as valid todayNo kit came with this to inform me of all the benefits I get but says they are listed online which they were not at *** if one couldn't get into their membership to viewThey give a number to call too 1-*** but it transfers one to roadside assistance and so that wasn't very helpful to me at 7:30pm. Why not have a link to all the benefits one can view anytime onlineThen I noticed on the ins card itself waqs another website *** so next I went there and it had a place asking for membership number so I input it there and this time I was able to see all the offers that come with my membershipVery very confusing to the consumer why this site has our membership number but not the *** site the letter sends you toHere's an idea maybe have BOTH sites recognize membership numbersMAYBE LIST A CUSTOMER SERVICE REP CANNOT BE REACHED ACCEPT BEFORE 5PMOR HOLD BETTER CUST SERVICE HOURS! Regards,
*** ***
Revdex.com:
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 # ***.
Let it be known, that I said to *** that I WASN'T HAPPY with the resolution, though they should send me the check for $100.00. I wasn't going to say no to a "Little Good Will". I will persue with the company that towed my car! I guess you can close this complaint with AGEROThank you
Regards,
*** ***