17 Sep, 2019 → by ClaimboUser906233
Good hands-on worker – Bad dispatchers

September 15. I was in Brighton, MA and waited TWO HOURS on a quiet, bright Sunday morning for service to a flat tire on my leased Subaru. I dialed the phone number listed on my Subaru Roadside Assistance card. Subaru has a contract with Agero Inc. (headquartered in Medford, MA) who in turn uses On Point for actual dispatching. I learned later that the phone number listed on my Subaru card connected me with an On Point dispatcher located in Utah. Two days later, I speak with an Agero agent, in my search to learn who originally had dispatched service to my car in Brighton. The Agero agent, a woman, was located in Ontario, Canada. So how is it that On Point gets involved? And in Utah? I wanted to speak with the dispatcher who actually set up contact with the young man who handled the flat. This young man was great -- polite and skilled at his work. He told me I was his first call of the day and that he drove his own car (no tow truck, of course), paid for his own gas and drove from Peabody to get to Brighton--about a 40 min trip. And for this he is paid the grand total of $13. Was there was no closer dispatcher?? Trying to connect with the actual On Point dispatcher who sent this young man, I was then referred to the On Point New York State location in Harrison, NY. I first spoke with a young man who seemed unable to help me. I asked him was he located in Harrison. No, he said -- his location was Mamaroneck, NY. He had to look up the spelling in order to give it to me. I then spoke with Tom -- whose PhD is in rudeness; he refused, absolutely, to give me the name of the person he contacted to service my car. Perhaps the most rude individual I have even spoken with. Be prepared for the run-around if you have the misfortune to have to deal with On Point.
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