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,
*** ***
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 # ***.
The muffler fell down as it was pulled into my drivewayI sent the witness statement to *** *** with *** of the person who seen the car prior to towingI did not claim muffler damageAlso there was damage to the gas tank showing the car was towed improperly.The tow truck driver did tell me he could not tow it but then said he would figure it outThat is his professionI am calling a tow company I would assume if they couldn't do it without damage they would notHe did nothing to pull up the parts hanging to prevent damageI am not familiar with cars, parts and towingThat is not my professionI would assume the company you call would since its their profession.The car sat from 1/till 1/waiting for instructions from this company on what was neededIt was not even assigned to someone till 2/and looked at 2/The car was fixed on 1/The car sat working daysI went without transpiration waiting for ***. The service provider was not there when the car was towed do to it being at nightThe service provider did contact the company on my behalfHe asked if the car made a loud sound while in my care and we told him no. The service provider did contact *** on several occasions. If we were told what was needed in the days the car sat we would have given it to themThey asked for things after the fact. I also contacted the company the *** dispatched to tow and on 2/the owner of the company knew nothing about thisBut *** said they contacted them. This was not my faultThe damage was done after leaving my care. Case # *** *** Customer Recovery Short Summary for Revdex.com Car was towed on 1/19/CAR SAT WITHOUT BEING FIXED waiting for answers on what to do from 1/20, 1/23, 1/1/25,1/26, 1/without anything being done to it I received a email from *** *** 1/25/stating to get the car fixedI still let the car sit up there waiting for details on what to do for an additional few days No photos were asked on specifics On 1/27/the damage team sent an email saying it was assigned to a specialistAt 2:pm Car repair was started on January 27th @3:pm I paid And the parts were ordered for the car on 1/27.I informed *** I paid for the repairs to start. January 30, @4:pm I was told by the damage team someone would get to me in 2-business days February 1, sent email to ***. I was watching my grandkids when they called to talkI wanted to review the issues since I was watching two small children February 2, @ 3:pm sent a message to *** saying have not heard anything from them February 3rd at 1:pm I sent a message to *** because I sent four messages with no response The claim was assigned to someone on 2/The claim was looked at on 2/That is days after the tow.February 19, I talked to *** *** at 11:am and stated that your company did not specify what exactly they needed photos ofAlso stated my *** *** agent told me to get the car fixed Regards,
*** ***
Good afternoon, Thank you for bringing the customer's concern to our attention.We researched the customer's complaint and believe that we will be able to provide a satisfactory resolution. Initially, the customer had been notified via telephone that the repair estimate she
submitted was not consistent with the roadside service provided. However, the customer was later notified in error via email that a payment would be issued for vehicle repairs that she believed was a direct result of a tire change provided by the independent service provider dispatched to assist under her Roadside Assistance Program. Since our email correspondence did provide the expectation that her claim for service related damages would be covered, we will be issuing a check to the customer via *** in the amount of the estimate submittedWe left a voicemail for the customer today advising her of the same.We strive to meet and exceed expectations and apologize for any inconvenience the customer may have experienced
Good morning,Please be advised that we have reviewed the customer's rebuttalAt this time, we continue to stand behind our original decision and are unable to honor this complaintThe evidence that we have on file does not support the service that was providedIf the evidence does not support the complaint, we are unable to hold the Service Provider responsible and issue payment. 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 # ***. The account reviwed is the INNCORRECT accountPlease review account under number (*** ***. There was NO dispute with REQUESTING the serviceThe dispute is regarding AGERO contracting with a towing company that NEVER provided a service and still was paidThere was TWO incidentsPlease review the CORRECT account.
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 # ***
Regards,
*** ***
Good afternoon,We reached out to the customer via telephone to discuss his concerns. We were able to come to a resolution regarding compensation for the tow chargesThe customer advised had no further concerns regarding the situation and was
satisfied with this resolution
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 belowRegards,
*** ***
RevDex.com:
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 resolvedShould I not receive the check as promised I will re-open the case
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.
Regards,
*** ***
Good morning,Please be advised that payment has been made to the customer in full to cover her damage claimThe customer has been contacted and has been made aware that payment has been issued
Good morning, We left a phone message for the customer AT 4:20 pm on 7/25 requesting a return phone call to discuss her complaint. At this time the customer has not returned call.
Good afternoon, please be advised that we will be contacting the customer today to offer her a goodwill gesture in the amount she has requested in this complaint. We consider this matter closed.
Good Evening,We have an update on this roadside service event. The
customer called via [redacted] Roadside assistance. The concern is with the jump
start not working and a refund request. We reached out to the service provider and determined that
the service was completed. The driver advised stated...
that he informed the
customer that since it took a while for the vehicle to actually start, it seems
to be an issue with her alternator. When he left, the vehicle was still
running. The customer confirmed alternator issues in her complaint.We contacted the customer and reached her voicemail. We left a
detailed message with her name, contact information and the reason for our call. We will make an additional call. Once we have the pleasure of speaking with Ms.
[redacted], we will offer a reimbursement for her out of pocket payment. This is
for the less than excellent customer service that she stated she experienced.
Good afternoon,We appreciate customer feedback and take any service complaint seriously. We are sorry that the customer does not feel that the service provided met her expectations. We reviewed the call recordings and we do not believe that any of the representatives were inappropriate in...
their attempts to assist the customer.On the initial call the customer was speaking with a female representative and advised that she needed a jump start at her home. There was no mention at that time of a medical emergency. As is standard practice the representative asked if the customer and vehicle were in a safe place or required 911 assistance and she responded that she did not. As the representative was acquiring the information necessary to locate the customer's file the line disconnected. The customer called back and reached a male representative. As per policy, he asked if the customer and vehicle were in a safe location and she advised that she was. The representative began to ask for the information required in order to identify the customer when the customer began to quickly read off a list of information including phone, address, name vehicle type, vehicle identification number, etc. When the representative attempted to explain that he would need to ask for the required information and he could not enter the information in this manner the customer began to curse at the representative and stated that she needed to bring her son to the hospital. The representative immediately offered to call 911 or medical assistance and the customer hung up. The same representative immediately called the customer back and asked her if everything was ok and if she was in need of 911 assistance. She cursed him out, told him she needed a tow truck not the police, called him a very derogatory name and hung up a second time. The customer called back immediately after and was greeted by a female representative who asked if she and the vehicle were in a safe location. The customer advised that she was and that the previous representative did not help her. The representative obtained all of the customer's information and dispatched a Service Provider for a jump start. We appreciate customer feedback and take any service complaints seriously. We are sorry that the customer does not feel that the service provided met her expectations. In this instance we believe that all three representatives made every attempt to assist he customer in a professional manner.
Good afternoon,We have located Ms. [redacted]’s request for service from our database, there was not a payment for service. The service was placed on hold, and then the service was canceled the following day. As of today, we had the pleasure of speaking with Ms. [redacted]. We discussed her roadside...
concerns and Ms. [redacted] informed me that she was advised that there was no charge displaying for her service, however she has a credit card transaction number. We requested that she forward the transaction information to us. We provided her with our contact information. Ms. [redacted] advised that she will follow up with us. If the charge has not dropped off, we will ensure that the credit is reimbursed to the customer.
Good morning,Please be advised that we will be contacting the customer to offer her the $125.00 that she has requested. We will be issuing this payment as a goodwill gesture to the customer. At this time we consider this matter closed.
Good morning,We reviewed the customer's complaint against the independent service provider sent out to assist for a lockout. After review of the photos and statements from the customer and service provider, we sent the customer the following explanation for the reason we could not...
hold the service provider liable for scratches on the vehicle. The customer does not agree with the decision. The customer was present and signed the service provider's slip at the time of service without mention of the scratches depicted in the photos.• The customer stated the reason for the call was keys locked in vehicle • The customer was present at time of lock out service • The customer stated the driver tried the driver side door and did get door open • Customer stated that she did callback in to report damage to roadside dispatcher same day • When a lockout service is performed the driver tries to create a space at the top corner of the door, so that the air wedge can be slipped in and inflated, then allowing the driver to reach in with the runner coated long reach tool and press the unlock mechanism with the long reach tool • The images reflect non-uniform scratches by the door handle and back gas tank that do not appear to consistent with a lock out service • Tow vendor and customer agree the tow slip was signed after service was completed • Upon reviewing the information, the damage is not consistent with the service Based on the information provided, we are unable to honor the complaint because there is no evidence that the provider did anything negligent to cause damage to the vehicle.
Good afternoon,Our company, Agero, dispatched an independent Service Provider to assist the customer with a tire change under their Roadside Assistance Program.We investigated the customer's claim that the Service Provider damaged the mechanism that lowers the spare tire. The Service Provider...
arrived on scene and changed the tire without incident using their own tools. There was no report of damage by the customer at the time of the service. The Service Provider advised that they had no issues with the mechanism at the time of service and successfully changed the customer's tire without incident and they went on their way. The customer took their vehicle to a tire shop and the vehicle was in the care and custody of the shop when the alleged damage was discovered by an employee of the repair shop. The repair shop advised the customer that the Service Provider must have caused damage to his vehicle. There was no evidence provided that the Service Provider was responsible for any damage to the vehicle. As a result, we cannot hold the Service Provider liable for the alleged damages. There was no evidence presented to support this claim and a repair facility had custody of the vehicle when the problem was discovered. We contacted the customer by phone and email to advise that we cannot hold the Service Provider liable for the cost of the vehicle repairs based on the facts and evidence submitted for review.•
Our company sent out an independent Road Service Company to assist the customer with a lockout. We were not able to hold the Service Provider liable for the alleged service related damage for the following reasons:Immediately after the serviced was completed, the customer was provided...
with an invoice that includes a diagram depicting a vehicle with language that allows the customer to note any damages to the vehicle.The customer signed the invoice and did not note any damage at the time of service. The customer called two days after the service to advise that the Service Provider damaged the door and paint. The customer sent photos depicting obvious and clear damage to the paint and door. This damage would have been visible to the customer at the time of service. The customer was standing next to the technician as he unlocked the vehicle and made no mention to the driver about damage at the time. The customer did not call to report damage on the day of service. The customer signed the invoice while standing with the technician and next to the vehicles door. The customer stated that they drove the vehicle for two days before reporting damages. The customer reported the damage after two days of entering and exiting the vehicle and the damage as depicted in the photos could not have been missed if they were present on the day of the service call.For these reasons we were not able to prove and hold the Service Provider liable for the damages depicted in the photos sent to our company.
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,
*** ***
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 # ***.
The muffler fell down as it was pulled into my drivewayI sent the witness statement to *** *** with *** of the person who seen the car prior to towingI did not claim muffler damageAlso there was damage to the gas tank showing the car was towed improperly.The tow truck driver did tell me he could not tow it but then said he would figure it outThat is his professionI am calling a tow company I would assume if they couldn't do it without damage they would notHe did nothing to pull up the parts hanging to prevent damageI am not familiar with cars, parts and towingThat is not my professionI would assume the company you call would since its their profession.The car sat from 1/till 1/waiting for instructions from this company on what was neededIt was not even assigned to someone till 2/and looked at 2/The car was fixed on 1/The car sat working daysI went without transpiration waiting for ***. The service provider was not there when the car was towed do to it being at nightThe service provider did contact the company on my behalfHe asked if the car made a loud sound while in my care and we told him no. The service provider did contact *** on several occasions. If we were told what was needed in the days the car sat we would have given it to themThey asked for things after the fact. I also contacted the company the *** dispatched to tow and on 2/the owner of the company knew nothing about thisBut *** said they contacted them. This was not my faultThe damage was done after leaving my care. Case # *** *** Customer Recovery Short Summary for Revdex.com Car was towed on 1/19/CAR SAT WITHOUT BEING FIXED waiting for answers on what to do from 1/20, 1/23, 1/1/25,1/26, 1/without anything being done to it I received a email from *** *** 1/25/stating to get the car fixedI still let the car sit up there waiting for details on what to do for an additional few days No photos were asked on specifics On 1/27/the damage team sent an email saying it was assigned to a specialistAt 2:pm Car repair was started on January 27th @3:pm I paid And the parts were ordered for the car on 1/27.I informed *** I paid for the repairs to start. January 30, @4:pm I was told by the damage team someone would get to me in 2-business days February 1, sent email to ***. I was watching my grandkids when they called to talkI wanted to review the issues since I was watching two small children February 2, @ 3:pm sent a message to *** saying have not heard anything from them February 3rd at 1:pm I sent a message to *** because I sent four messages with no response The claim was assigned to someone on 2/The claim was looked at on 2/That is days after the tow.February 19, I talked to *** *** at 11:am and stated that your company did not specify what exactly they needed photos ofAlso stated my *** *** agent told me to get the car fixed Regards,
*** ***
Good afternoon, Thank you for bringing the customer's concern to our attention.We researched the customer's complaint and believe that we will be able to provide a satisfactory resolution. Initially, the customer had been notified via telephone that the repair estimate she
submitted was not consistent with the roadside service provided. However, the customer was later notified in error via email that a payment would be issued for vehicle repairs that she believed was a direct result of a tire change provided by the independent service provider dispatched to assist under her Roadside Assistance Program. Since our email correspondence did provide the expectation that her claim for service related damages would be covered, we will be issuing a check to the customer via *** in the amount of the estimate submittedWe left a voicemail for the customer today advising her of the same.We strive to meet and exceed expectations and apologize for any inconvenience the customer may have experienced
Good morning,Please be advised that we have reviewed the customer's rebuttalAt this time, we continue to stand behind our original decision and are unable to honor this complaintThe evidence that we have on file does not support the service that was providedIf the evidence does not support the complaint, we are unable to hold the Service Provider responsible and issue payment. 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 # ***. The account reviwed is the INNCORRECT accountPlease review account under number (*** ***. There was NO dispute with REQUESTING the serviceThe dispute is regarding AGERO contracting with a towing company that NEVER provided a service and still was paidThere was TWO incidentsPlease review the CORRECT account.
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 # ***
Regards,
*** ***
Good afternoon,We reached out to the customer via telephone to discuss his concerns. We were able to come to a resolution regarding compensation for the tow chargesThe customer advised had no further concerns regarding the situation and was
satisfied with this resolution
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 belowRegards,
*** ***
RevDex.com:
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 resolvedShould I not receive the check as promised I will re-open the case
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.
Regards,
*** ***
Good morning,Please be advised that payment has been made to the customer in full to cover her damage claimThe customer has been contacted and has been made aware that payment has been issued
Good morning, We left a phone message for the customer AT 4:20 pm on 7/25 requesting a return phone call to discuss her complaint. At this time the customer has not returned call.
Good afternoon, please be advised that we will be contacting the customer today to offer her a goodwill gesture in the amount she has requested in this complaint. We consider this matter closed.
Good Evening,We have an update on this roadside service event. The
customer called via [redacted] Roadside assistance. The concern is with the jump
start not working and a refund request. We reached out to the service provider and determined that
the service was completed. The driver advised stated...
that he informed the
customer that since it took a while for the vehicle to actually start, it seems
to be an issue with her alternator. When he left, the vehicle was still
running. The customer confirmed alternator issues in her complaint.We contacted the customer and reached her voicemail. We left a
detailed message with her name, contact information and the reason for our call. We will make an additional call. Once we have the pleasure of speaking with Ms.
[redacted], we will offer a reimbursement for her out of pocket payment. This is
for the less than excellent customer service that she stated she experienced.
Good afternoon,We appreciate customer feedback and take any service complaint seriously. We are sorry that the customer does not feel that the service provided met her expectations. We reviewed the call recordings and we do not believe that any of the representatives were inappropriate in...
their attempts to assist the customer.On the initial call the customer was speaking with a female representative and advised that she needed a jump start at her home. There was no mention at that time of a medical emergency. As is standard practice the representative asked if the customer and vehicle were in a safe place or required 911 assistance and she responded that she did not. As the representative was acquiring the information necessary to locate the customer's file the line disconnected. The customer called back and reached a male representative. As per policy, he asked if the customer and vehicle were in a safe location and she advised that she was. The representative began to ask for the information required in order to identify the customer when the customer began to quickly read off a list of information including phone, address, name vehicle type, vehicle identification number, etc. When the representative attempted to explain that he would need to ask for the required information and he could not enter the information in this manner the customer began to curse at the representative and stated that she needed to bring her son to the hospital. The representative immediately offered to call 911 or medical assistance and the customer hung up. The same representative immediately called the customer back and asked her if everything was ok and if she was in need of 911 assistance. She cursed him out, told him she needed a tow truck not the police, called him a very derogatory name and hung up a second time. The customer called back immediately after and was greeted by a female representative who asked if she and the vehicle were in a safe location. The customer advised that she was and that the previous representative did not help her. The representative obtained all of the customer's information and dispatched a Service Provider for a jump start. We appreciate customer feedback and take any service complaints seriously. We are sorry that the customer does not feel that the service provided met her expectations. In this instance we believe that all three representatives made every attempt to assist he customer in a professional manner.
Good afternoon,We have located Ms. [redacted]’s request for service from our database, there was not a payment for service. The service was placed on hold, and then the service was canceled the following day. As of today, we had the pleasure of speaking with Ms. [redacted]. We discussed her roadside...
concerns and Ms. [redacted] informed me that she was advised that there was no charge displaying for her service, however she has a credit card transaction number. We requested that she forward the transaction information to us. We provided her with our contact information. Ms. [redacted] advised that she will follow up with us. If the charge has not dropped off, we will ensure that the credit is reimbursed to the customer.
Good morning,Please be advised that we will be contacting the customer to offer her the $125.00 that she has requested. We will be issuing this payment as a goodwill gesture to the customer. At this time we consider this matter closed.
Good morning,We reviewed the customer's complaint against the independent service provider sent out to assist for a lockout. After review of the photos and statements from the customer and service provider, we sent the customer the following explanation for the reason we could not...
hold the service provider liable for scratches on the vehicle. The customer does not agree with the decision. The customer was present and signed the service provider's slip at the time of service without mention of the scratches depicted in the photos.• The customer stated the reason for the call was keys locked in vehicle • The customer was present at time of lock out service • The customer stated the driver tried the driver side door and did get door open • Customer stated that she did callback in to report damage to roadside dispatcher same day • When a lockout service is performed the driver tries to create a space at the top corner of the door, so that the air wedge can be slipped in and inflated, then allowing the driver to reach in with the runner coated long reach tool and press the unlock mechanism with the long reach tool • The images reflect non-uniform scratches by the door handle and back gas tank that do not appear to consistent with a lock out service • Tow vendor and customer agree the tow slip was signed after service was completed • Upon reviewing the information, the damage is not consistent with the service Based on the information provided, we are unable to honor the complaint because there is no evidence that the provider did anything negligent to cause damage to the vehicle.
Good afternoon,Our company, Agero, dispatched an independent Service Provider to assist the customer with a tire change under their Roadside Assistance Program.We investigated the customer's claim that the Service Provider damaged the mechanism that lowers the spare tire. The Service Provider...
arrived on scene and changed the tire without incident using their own tools. There was no report of damage by the customer at the time of the service. The Service Provider advised that they had no issues with the mechanism at the time of service and successfully changed the customer's tire without incident and they went on their way. The customer took their vehicle to a tire shop and the vehicle was in the care and custody of the shop when the alleged damage was discovered by an employee of the repair shop. The repair shop advised the customer that the Service Provider must have caused damage to his vehicle. There was no evidence provided that the Service Provider was responsible for any damage to the vehicle. As a result, we cannot hold the Service Provider liable for the alleged damages. There was no evidence presented to support this claim and a repair facility had custody of the vehicle when the problem was discovered. We contacted the customer by phone and email to advise that we cannot hold the Service Provider liable for the cost of the vehicle repairs based on the facts and evidence submitted for review.•
Our company sent out an independent Road Service Company to assist the customer with a lockout. We were not able to hold the Service Provider liable for the alleged service related damage for the following reasons:Immediately after the serviced was completed, the customer was provided...
with an invoice that includes a diagram depicting a vehicle with language that allows the customer to note any damages to the vehicle.The customer signed the invoice and did not note any damage at the time of service. The customer called two days after the service to advise that the Service Provider damaged the door and paint. The customer sent photos depicting obvious and clear damage to the paint and door. This damage would have been visible to the customer at the time of service. The customer was standing next to the technician as he unlocked the vehicle and made no mention to the driver about damage at the time. The customer did not call to report damage on the day of service. The customer signed the invoice while standing with the technician and next to the vehicles door. The customer stated that they drove the vehicle for two days before reporting damages. The customer reported the damage after two days of entering and exiting the vehicle and the damage as depicted in the photos could not have been missed if they were present on the day of the service call.For these reasons we were not able to prove and hold the Service Provider liable for the damages depicted in the photos sent to our company.