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 #[redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Good afternoon,When the customer initially contacted us she advised that she did not witness the damage at the time of service but discovered this damage at the repair shop. We were not able to find that the tow company was responsible for the following reasons. The information below was...
provided to the customer. Date of the tow – 10/4/16 Date Reported to Agero – 10/18/16• The reason for the service was a no start.• The customer was present for the tow.• The customer did not notice the damage until she picked the vehicle up from the repair shop.• The damage was not reported until 14 days later.• The repair shops statement contradicts the insured’s statement stating the vehicle was loaded front first.• The repair shop did not notify the insured about the damage.• The service provider reported this as a routine tow.• The damage is not consistent with a flatbed tow.• At this time, based on the facts and evidence submitted we are not able to honor the damage complaintWe are unable to honor the damage complaint because there isn’t any evidence that the provider did anything negligent to cause the damage in question
Good morning, Please be advised that we had this document prior to making our original decision on this complaint. The dealerships invoice does not document the date in which the damage was documented by the dealership. The dealership had the vehicle in their care and custody for 12 days and never advised the customer that there was any damage documented. The customer picks the vehicle up and leaves the dealership and then notices the damage while driving. With this information, we are unable to honor this complaint. The damages to the mirror are also not consistent with a tow damage.
Good afternoon,I'm sorry that the customer does not accept the summary we provided in our initial response, including details of the service call recordings. The customer has not provided any additional detail in her rebuttal for review. We stand by our review of the service call. Our agent made every effort to assist the customer including calling back to offer 911 assistance after the customer used profanity, called him a derogatory name and disconnected his call. We stand by our initial summary of the events included in our review of the customer's complaint.
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].
While you did submit a response, it failed to address any of the facts and evidence I have presented. You merely are dodging the facts and questions I have presented.Why don't you address the facts I have presented?We both know the answer, but I will continue to submit the truth while you fail respond to it. Your failure to respond appropriately shows a pattern of immoral and dishonorable behavior by your company. Further research on your company has revealed testimony from a former employee that you do in fact automatically reject all claims, regardless of their merit, as a matter of policy. So instead of repeating the same illogical and nonsensical assertions, would you please respond to the facts ?You apparently don't understand cause and effect. This is how most investigations are done when something is damaged. If you don't understand how the root cause of a failure is determined, I would be glad to provide more info. You simply are ignoring the evidence that I have put forward and keep repeating your non fact based assertions. You apparently are the wrong person to be looking at this claim if you can't understand the simple direct evidence proving you are negligent. Do you have any logical objective person that can look at this? Clearly your job is just to reject all claims regardless of facts and evidence. SIMPLE LOGIC. You claim to be a professional; correct ? It is presumed a professional will operate in a professional manor; correct ? A professional would use a calibrated torque wrench and properly tighten the wheel; correct ? THE "PROFESSIONALS" YOU SENT YOU DID NOT; CORRECT ? The "professionals" you sent were the last ones to touch the wheel; correct ? There was damage to the area your "professionals" were the last to touch; correct ? If all these points are correct ,you are responsible. Otherwise . please EXPLAIN What is wrong with this simple logic?PLEASE NOW ADDRESS THESE SPECIFIC POINTS.EXPLAIN When I bring my vehicle into the dealer, they don't tell me to come back and re-torque the wheels. Why would that be ?EXPLAIN How is retorquing is a maintenance item when it is not listed in the manual as a maintenance item?EXPLAIN You say "The customer is responsible for the proper maintenance and servicing of their vehicle, including proper wheel maintenance". If I can't get a "professional" to do correctly (your people ), how can I EVER do it correctly?EXPLAIN Why the dealership (re-torquing not required) and other shops (re-torquing not required) use a calibrated torque wrench, but you do not require this of the "professionals" you send ?You know that when you don't tighten a wheel correctly, the damage that happened to me can happen to others. Potentially much worse. Your failure to require torque wrenches and proper installation techniques could result in death, serious bodily injury, or major property damage to others. By the simple expedient of requiring your "professionals" to carry a calibrated torque wrench, ( and use it ), which many of them already posses , but can be purchased for around $25.oo in any case, they can perform a real professional job and dramatically reduce the risk of death and grave bodily injury. How can you live with yourselves knowing that? How much is your financial liability knowing this can be prevented for such a small amount? Do your lawyers know about this?So instead of just repeating the same illogical arguments , TRY TO ADDRESS MY POINTS WITH FACTS, POINT BY POINT. I say try, because we both know you don't have legitimate answers to the simple facts of logic and evidence proving you are negligent. Regards,[redacted]
Good afternoon, We are currently reviewing the customer's complaint alleging that a service provider caused damage to her vehicle. Agero provides roadside assistance to customer's utilizing independent service providers. In order to make a fair and accurate decision, we require an...
estimate, color photos and a statement from the customer. We must then take a statement from the service provider and they are allowed to submit their own evidence if they dispute the customers' allegation. We are sorry that the customer believes that the process is too picky and time consuming. However, in order to make a fair assessment of her complaint these steps must be followed. We will provide her with a decision after all of the documents requested have been submitted and reviewed. The average turn around time is within 72 hrs after all documents are received.
Good afternoon,We researched the customer's complaint regarding the alleged $64.00 charge. At the time of service, we advised the customer that her policy did not include roadside assistance, but we could secure service at a cost of $64.00 to be paid over the phone by credit card. ...
The customer provided her credit card and we attempted to secure service. Because there were long delays with the service provider's in the area, the customer cancelled the road service call. We in turn cancelled the charge to her credit card and explained that the hold on the $64 is per bank policy and the funds will be released by the bank per their policy. The customer stated that this was satisfactory and she would be notifying the Revdex.com. We explained again the charge was cancelled and it was only an authorization hold pending a release per her bank's policies. We have verified with the bank that our customer did not charge the customer.
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 all. My last call was this morning at roughly 8:05am EST. I also called yesterday morning to follow up on my file. I am continuing to call to get some sort of status update. And again my calls are not being returned. I 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]
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.
Regardless of how I spoke to the representative, he had no right to call me back LAUGHING telling me to help myself. I feel that he ONLY called me back to irritate me and in the complaint you all referred to me as a young man when I am the ONLY Person he spoke to and I am a woman. Was I irate, extremely because I asked the representative for speedy service and advised him that need an ambulance. Even if I wasn't in the situation in which My child needed medical attention I still to the call handled as quickly as possible. However the rep refused my information the first time k gave it to him. I never complained about he first or third call as neither of those reps have me any issues. The first call ended because my phone was dead and the third person I talked to did an EXCELLENT job. Again my issue was with the rep calling me back in an attempt to irritate me more than he already had. I made it clear that I didn't have any desire to speak to him anymore when I terminated the call, yet he harassed me by calling back and making a mockery of my imitation. But since you all see no wrong in his behavior I will contact the Ohio attorney general along with my attorney and let them handle the matter of harassment because it makes no since that you all value customer service. All he had to do was retrieve my information as quick as possible instead of going back and forth about anything Regards,
[redacted]
Good morning,Please find our findings and decision listed below. Mr. [redacted] requested a tow for his 2013 [redacted] Optima on Saturday, September 12 , 2015. - 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 coverage. Mr. [redacted] was covered to the closest brand dealer or a dealer within 20 discretionary miles. The nearest brand dealer [redacted] in Taraho IN. The agent provided Mr. [redacted] with the dealer telephone number to announce the vehicle. - Service was dispatched with a 45 minute ETA. - Mr. [redacted] called back to receive an update on a loaner vehicle or rental. He 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 207 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 188 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 39 miles and any additional will be an out of pocket expense at the providers rate. After further review we were able to confirm that proper dispatch procedure was followed. The customer was covered to the nearest dealer. The provider arrived within the ETA provided. Mr. [redacted] requested a re-tow which is not a covered service. The agent was able to assist by overriding this as the provider never dropped the vehicle. Once the new location was entered the system defaulted to cover 39 miles. Mr. [redacted] was advised of the coverage and the out of pocket expense. Mr. [redacted] submitted his receipt for service to [redacted] for evaluation of reimbursement and was denied as a custom destination was chosen.
Good morning,We contacted the customer and we were able to agree on a resolution to the complaint. The customer was offered and paid with a goodwill settlement for the full total as requested.
Good afternoon,As previously stated, our company provides Roadside Assistance utilizing independent service providers. In this instance the customer's key was not working and they called for assistance in unlocking the vehicle. The service manager at the customer's dealership confirmed that there was a pre-existing issue with the door cylinder. The roadside technician was dispatched for lockout service only. He had no authority or obligation to assist with the alarm issue.Our company is not an insurance company and we are not involved with the servicing or repairs of vehicles. In this instance the customer submitted a repair bill and asked our company to cover the cost of a repair, alleging that the independent service provider we dispatched was responsible for setting off the alarm. During our investigation we spoke with the dealership and concluded that the vehicle had preexisting issues with the door cylinders. The service provider did what what requested of him and opened the vehicle. The alarm was triggered because the key was not working and the door was not opened conventionally. The service provider is not required to repair or diagnose alarm system issues. The issues with the alarm were unrelated to the lockout service and related to the alarm and door issues. As a result we advised the customer that there was no evidence that the service provider did anything outside of normal unlock procedures and we could not hold them responsible for any repairs that may be required to fix either the alarm or door cylinder. Original issue with the vehicle was that the key was not working inside the door cylinder – this is the reason customer called roadside assistance for a door unlock.• • SP driver was simply doing what the customer requested from roadside and is to unlock the vehicle.• The reason the vehicle would not start and alarm sounded is that the alarm is typically deactivated by pressing the unlock button on the remote if available or unlocking the door using the door cylinder. Since the cylinder failed, the alarm was not being deactivated.
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 disagree with the service because this company that is a partnered with [redacted] are both dishonest have taken every initiative to provide "[redacted]" customer service. I am utterly dissatisfied with everything that has transpired and this is yet to be resolved.
Regards,
[redacted]
If the customer is requesting additional funds, they will need to submit the receipts for their out of pocket expenses. The original request for service, was an event that the customer did not have coverage for and would have had to pay for out of pocket.
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]. attached are 3 documents. The first is a screenshot of the $143 authorization from the initial tow service from Agero. The second attachment is a bill from the first tow company for $465 to have my car released. The final attachment is a receipt for $130 to have my car actually brought to a mechanic. It was technically two separate tows and I am only requesting half, so $65. Total I am requesting is $530. Agero only paid me $387, and removed the $143 authorization. They did not fully reimburse me for the out of pocket expenses I incurred even though they admitted fault for the failure of service. I would like Agero to pay me the remaining $143 so that I am fully covered for my out of pocket expenses. Again, due to the complete failure to provide service and the incredible stress placed on me to pay for all of this up front, I think the least this company can do is to reimburse these expenses which they have admitted fault for.
Regards,
[redacted]
Good afternoon,Please be advised that we have received your request and are happy to review it for resolution. Per our initial review of your file, we have confirmed that we have not received any photographs of the damage being alleged or the electronic copy of an estimate from the dealership. Once...
we obtain these items, we will be able to move forward with a full review of your complaint. Please have the photographs of the damage along with an electronic copy of the estimate forwarded to your complaint handler. Please let us know if you have any questions. Regards
Good afternoon,We see that the customer has rejected our response but the customer did not notate why the response was rejected. Based off of the information we have, we are unable to overturn our decision. Regards
What the business is stating is a flat out lie. The conversation I had with Mr. [redacted] was rude and condescending. The invoice I sent was sent from the dealership, was submitted in exactly the manner it was sent to AGERO. I explain that the company could verify the document simply by contacting the dealership, if they felt it was fraudulent. He stated he was not going to do so because that would be a courtesy. I fail to understand why their business processes does not allow for verification prior to payment. I am now 9 days and associated cost without the use of my vehicle.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.
Regards,
[redacted]
Good Afternoon, We wanted to provide an update on this concern case. We were able to make contact with Ms. [redacted], who is the owner of the vehicle that was taken in error by the service provider. We conveyed our company’s sincerest apologies for this very poor service demonstration on the service...
providers behalf. We advised her that the service issue that occurred is truly unacceptable and would be addressed accordingly at the highest internal levels within our company. We advised Ms. [redacted] that this is not the standard quality of service that is normally provided, and assured her the details of her roadside service concerns will be reported to our Network Management Team to be reviewed for corrective actions to be taken on her behalf. Ms. [redacted] was very happy with our follow up concern on her behalf as well as our sincere apology to her personally. She was very grateful for the $100.00 gesture of goodwill that was extended to her. She also thanked us for taking the time to explain our resolution of her concerns within our company. We will be sending a formal apology letter to the email address listed on file.
Yes, I would like the insurance carriers ibfo
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
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 #[redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Good afternoon,When the customer initially contacted us she advised that she did not witness the damage at the time of service but discovered this damage at the repair shop. We were not able to find that the tow company was responsible for the following reasons. The information below was...
provided to the customer. Date of the tow – 10/4/16 Date Reported to Agero – 10/18/16• The reason for the service was a no start.• The customer was present for the tow.• The customer did not notice the damage until she picked the vehicle up from the repair shop.• The damage was not reported until 14 days later.• The repair shops statement contradicts the insured’s statement stating the vehicle was loaded front first.• The repair shop did not notify the insured about the damage.• The service provider reported this as a routine tow.• The damage is not consistent with a flatbed tow.• At this time, based on the facts and evidence submitted we are not able to honor the damage complaintWe are unable to honor the damage complaint because there isn’t any evidence that the provider did anything negligent to cause the damage in question
Good morning, Please be advised that we had this document prior to making our original decision on this complaint. The dealerships invoice does not document the date in which the damage was documented by the dealership. The dealership had the vehicle in their care and custody for 12 days and never advised the customer that there was any damage documented. The customer picks the vehicle up and leaves the dealership and then notices the damage while driving. With this information, we are unable to honor this complaint. The damages to the mirror are also not consistent with a tow damage.
Good afternoon,I'm sorry that the customer does not accept the summary we provided in our initial response, including details of the service call recordings. The customer has not provided any additional detail in her rebuttal for review. We stand by our review of the service call. Our agent made every effort to assist the customer including calling back to offer 911 assistance after the customer used profanity, called him a derogatory name and disconnected his call. We stand by our initial summary of the events included in our review of the customer's complaint.
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].
While you did submit a response, it failed to address any of the facts and evidence I have presented. You merely are dodging the facts and questions I have presented.Why don't you address the facts I have presented?We both know the answer, but I will continue to submit the truth while you fail respond to it. Your failure to respond appropriately shows a pattern of immoral and dishonorable behavior by your company. Further research on your company has revealed testimony from a former employee that you do in fact automatically reject all claims, regardless of their merit, as a matter of policy. So instead of repeating the same illogical and nonsensical assertions, would you please respond to the facts ?You apparently don't understand cause and effect. This is how most investigations are done when something is damaged. If you don't understand how the root cause of a failure is determined, I would be glad to provide more info. You simply are ignoring the evidence that I have put forward and keep repeating your non fact based assertions. You apparently are the wrong person to be looking at this claim if you can't understand the simple direct evidence proving you are negligent. Do you have any logical objective person that can look at this? Clearly your job is just to reject all claims regardless of facts and evidence. SIMPLE LOGIC. You claim to be a professional; correct ? It is presumed a professional will operate in a professional manor; correct ? A professional would use a calibrated torque wrench and properly tighten the wheel; correct ? THE "PROFESSIONALS" YOU SENT YOU DID NOT; CORRECT ? The "professionals" you sent were the last ones to touch the wheel; correct ? There was damage to the area your "professionals" were the last to touch; correct ? If all these points are correct ,you are responsible. Otherwise . please EXPLAIN What is wrong with this simple logic?PLEASE NOW ADDRESS THESE SPECIFIC POINTS.EXPLAIN When I bring my vehicle into the dealer, they don't tell me to come back and re-torque the wheels. Why would that be ?EXPLAIN How is retorquing is a maintenance item when it is not listed in the manual as a maintenance item?EXPLAIN You say "The customer is responsible for the proper maintenance and servicing of their vehicle, including proper wheel maintenance". If I can't get a "professional" to do correctly (your people ), how can I EVER do it correctly?EXPLAIN Why the dealership (re-torquing not required) and other shops (re-torquing not required) use a calibrated torque wrench, but you do not require this of the "professionals" you send ?You know that when you don't tighten a wheel correctly, the damage that happened to me can happen to others. Potentially much worse. Your failure to require torque wrenches and proper installation techniques could result in death, serious bodily injury, or major property damage to others. By the simple expedient of requiring your "professionals" to carry a calibrated torque wrench, ( and use it ), which many of them already posses , but can be purchased for around $25.oo in any case, they can perform a real professional job and dramatically reduce the risk of death and grave bodily injury. How can you live with yourselves knowing that? How much is your financial liability knowing this can be prevented for such a small amount? Do your lawyers know about this?So instead of just repeating the same illogical arguments , TRY TO ADDRESS MY POINTS WITH FACTS, POINT BY POINT. I say try, because we both know you don't have legitimate answers to the simple facts of logic and evidence proving you are negligent. Regards,[redacted]
Good afternoon, We are currently reviewing the customer's complaint alleging that a service provider caused damage to her vehicle. Agero provides roadside assistance to customer's utilizing independent service providers. In order to make a fair and accurate decision, we require an...
estimate, color photos and a statement from the customer. We must then take a statement from the service provider and they are allowed to submit their own evidence if they dispute the customers' allegation. We are sorry that the customer believes that the process is too picky and time consuming. However, in order to make a fair assessment of her complaint these steps must be followed. We will provide her with a decision after all of the documents requested have been submitted and reviewed. The average turn around time is within 72 hrs after all documents are received.
Good afternoon,We researched the customer's complaint regarding the alleged $64.00 charge. At the time of service, we advised the customer that her policy did not include roadside assistance, but we could secure service at a cost of $64.00 to be paid over the phone by credit card. ...
The customer provided her credit card and we attempted to secure service. Because there were long delays with the service provider's in the area, the customer cancelled the road service call. We in turn cancelled the charge to her credit card and explained that the hold on the $64 is per bank policy and the funds will be released by the bank per their policy. The customer stated that this was satisfactory and she would be notifying the Revdex.com. We explained again the charge was cancelled and it was only an authorization hold pending a release per her bank's policies. We have verified with the bank that our customer did not charge the customer.
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 all. My last call was this morning at roughly 8:05am EST. I also called yesterday morning to follow up on my file. I am continuing to call to get some sort of status update. And again my calls are not being returned. I 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]
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.
Regardless of how I spoke to the representative, he had no right to call me back LAUGHING telling me to help myself. I feel that he ONLY called me back to irritate me and in the complaint you all referred to me as a young man when I am the ONLY Person he spoke to and I am a woman. Was I irate, extremely because I asked the representative for speedy service and advised him that need an ambulance. Even if I wasn't in the situation in which My child needed medical attention I still to the call handled as quickly as possible. However the rep refused my information the first time k gave it to him. I never complained about he first or third call as neither of those reps have me any issues. The first call ended because my phone was dead and the third person I talked to did an EXCELLENT job. Again my issue was with the rep calling me back in an attempt to irritate me more than he already had. I made it clear that I didn't have any desire to speak to him anymore when I terminated the call, yet he harassed me by calling back and making a mockery of my imitation. But since you all see no wrong in his behavior I will contact the Ohio attorney general along with my attorney and let them handle the matter of harassment because it makes no since that you all value customer service. All he had to do was retrieve my information as quick as possible instead of going back and forth about anything Regards,
[redacted]
Good morning,Please find our findings and decision listed below. Mr. [redacted] requested a tow for his 2013 [redacted] Optima on Saturday, September 12 , 2015. - 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 coverage. Mr. [redacted] was covered to the closest brand dealer or a dealer within 20 discretionary miles. The nearest brand dealer [redacted] in Taraho IN. The agent provided Mr. [redacted] with the dealer telephone number to announce the vehicle. - Service was dispatched with a 45 minute ETA. - Mr. [redacted] called back to receive an update on a loaner vehicle or rental. He 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 207 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 188 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 39 miles and any additional will be an out of pocket expense at the providers rate. After further review we were able to confirm that proper dispatch procedure was followed. The customer was covered to the nearest dealer. The provider arrived within the ETA provided. Mr. [redacted] requested a re-tow which is not a covered service. The agent was able to assist by overriding this as the provider never dropped the vehicle. Once the new location was entered the system defaulted to cover 39 miles. Mr. [redacted] was advised of the coverage and the out of pocket expense. Mr. [redacted] submitted his receipt for service to [redacted] for evaluation of reimbursement and was denied as a custom destination was chosen.
Good morning,We contacted the customer and we were able to agree on a resolution to the complaint. The customer was offered and paid with a goodwill settlement for the full total as requested.
Good afternoon,As previously stated, our company provides Roadside Assistance utilizing independent service providers. In this instance the customer's key was not working and they called for assistance in unlocking the vehicle. The service manager at the customer's dealership confirmed that there was a pre-existing issue with the door cylinder. The roadside technician was dispatched for lockout service only. He had no authority or obligation to assist with the alarm issue.Our company is not an insurance company and we are not involved with the servicing or repairs of vehicles. In this instance the customer submitted a repair bill and asked our company to cover the cost of a repair, alleging that the independent service provider we dispatched was responsible for setting off the alarm. During our investigation we spoke with the dealership and concluded that the vehicle had preexisting issues with the door cylinders. The service provider did what what requested of him and opened the vehicle. The alarm was triggered because the key was not working and the door was not opened conventionally. The service provider is not required to repair or diagnose alarm system issues. The issues with the alarm were unrelated to the lockout service and related to the alarm and door issues. As a result we advised the customer that there was no evidence that the service provider did anything outside of normal unlock procedures and we could not hold them responsible for any repairs that may be required to fix either the alarm or door cylinder. Original issue with the vehicle was that the key was not working inside the door cylinder – this is the reason customer called roadside assistance for a door unlock.• • SP driver was simply doing what the customer requested from roadside and is to unlock the vehicle.• The reason the vehicle would not start and alarm sounded is that the alarm is typically deactivated by pressing the unlock button on the remote if available or unlocking the door using the door cylinder. Since the cylinder failed, the alarm was not being deactivated.
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 disagree with the service because this company that is a partnered with [redacted] are both dishonest have taken every initiative to provide "[redacted]" customer service. I am utterly dissatisfied with everything that has transpired and this is yet to be resolved.
Regards,
[redacted]
If the customer is requesting additional funds, they will need to submit the receipts for their out of pocket expenses. The original request for service, was an event that the customer did not have coverage for and would have had to pay for out of pocket.
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]. attached are 3 documents. The first is a screenshot of the $143 authorization from the initial tow service from Agero. The second attachment is a bill from the first tow company for $465 to have my car released. The final attachment is a receipt for $130 to have my car actually brought to a mechanic. It was technically two separate tows and I am only requesting half, so $65. Total I am requesting is $530. Agero only paid me $387, and removed the $143 authorization. They did not fully reimburse me for the out of pocket expenses I incurred even though they admitted fault for the failure of service. I would like Agero to pay me the remaining $143 so that I am fully covered for my out of pocket expenses. Again, due to the complete failure to provide service and the incredible stress placed on me to pay for all of this up front, I think the least this company can do is to reimburse these expenses which they have admitted fault for.
Regards,
[redacted]
Good afternoon,Please be advised that we have received your request and are happy to review it for resolution. Per our initial review of your file, we have confirmed that we have not received any photographs of the damage being alleged or the electronic copy of an estimate from the dealership. Once...
we obtain these items, we will be able to move forward with a full review of your complaint. Please have the photographs of the damage along with an electronic copy of the estimate forwarded to your complaint handler. Please let us know if you have any questions. Regards
Good afternoon,We see that the customer has rejected our response but the customer did not notate why the response was rejected. Based off of the information we have, we are unable to overturn our decision. Regards
What the business is stating is a flat out lie. The conversation I had with Mr. [redacted] was rude and condescending. The invoice I sent was sent from the dealership, was submitted in exactly the manner it was sent to AGERO. I explain that the company could verify the document simply by contacting the dealership, if they felt it was fraudulent. He stated he was not going to do so because that would be a courtesy. I fail to understand why their business processes does not allow for verification prior to payment. I am now 9 days and associated cost without the use of my vehicle.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.
Regards,
[redacted]
Good Afternoon, We wanted to provide an update on this concern case. We were able to make contact with Ms. [redacted], who is the owner of the vehicle that was taken in error by the service provider. We conveyed our company’s sincerest apologies for this very poor service demonstration on the service...
providers behalf. We advised her that the service issue that occurred is truly unacceptable and would be addressed accordingly at the highest internal levels within our company. We advised Ms. [redacted] that this is not the standard quality of service that is normally provided, and assured her the details of her roadside service concerns will be reported to our Network Management Team to be reviewed for corrective actions to be taken on her behalf. Ms. [redacted] was very happy with our follow up concern on her behalf as well as our sincere apology to her personally. She was very grateful for the $100.00 gesture of goodwill that was extended to her. She also thanked us for taking the time to explain our resolution of her concerns within our company. We will be sending a formal apology letter to the email address listed on file.
Yes, I would like the insurance carriers ibfo
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]