Wednesday, June 4, 2025 — 1:24 PM
From: [Policy Holder] (via Google Docs)
Subject: Document shared with you: "Jeep Tow 6/1/25"
You have received this email because [Email] shared a document with you from Google Docs. [Policy
Holder] ([Email]) has invited you to view the following document: tell me what i got wrong Jeep Tow
6/1/25
1:50 PM — From: David Wrona
We are unable to open Google Docs. Word docs, Adobe reader dos, Jpeg images.
1:59 PM — From: [Policy Holder]
2:18 PM — From: David Wrona
Just everything you stated about me. I assisted you for a great deal of time on Monday and you even
thanked me. I also said that you may call back if not getting the results you desired. I never heard
back from you on Monday, so I assumed things were good. I was out of the office yesterday and
unavailable. I was finishing up some details that needed attention this morning and then sent you this
text message. You are gonna need to call claims and file a comprehensive claim and explain the
circumstances. I gave you their telephone number on Monday 855-259-8568. It is nothing that can be done
through the agent's office. I truly wish I could do more, but I am unable to do anything in relations to
claims, whether it be an comprehensive auto claim through State Farm or a claim against Agero for the
damage done when towing your vehicle. You have a $0 deductible your comprehensive coverage., so it would
not cost you anything. You then called and proceeded to curse at me just as you did on Monday. You
called claims and they hung up on you for the way in which you speaking to her. Agero has not denied
paying for the repairs. It has been escalated and is being reviewed.
3:00 PM — From: [Policy Holder]
Subject: Re: Document shared with you: "Jeep Tow 6/1/25"
Please send me your full review of this incident, you have my side and are refusing to talk to me.
3:07 PM — From: David Wrona
Trevor Schenck was here and heard our entire conversation. The call with the claim rep, Joy, today is
monitored for quality purposes as the message states when you call the number. They also remind you of
it verbally when they answer the call. Once again, your claim with Agero is still under review. Let me
know if you have any questions or concerns that I am able to assist with.
3:12 PM — From: [Policy Holder]
Subject: Re: Document shared with you: "Jeep Tow 6/1/25"
Got it, its all my fault that you're services have put me in stressful, possibly ILLEGAL, situation.
You're instant "its not my problem" was triggering to me. I was not the only one yelling, go head send
me a copy of the records would love to include that in my documentation. You have sent me circles and
did not initially offer assistance, it was only after i showed you i had proof. I'm the victim here and
you're treating like its my fault.
3:18 PM — From: David Wrona
The person that towed your vehicle is not a representative of State Farm nor Agero. They are an
independent licensed provider that carry's their own liability insurance. Once again, making accusations
that were never said. I will not be replying to any further accusations or harassment. If there is
something for which I can be of assistance, please let me know. Thank you!
3:20 PM — From: [Policy Holder]
Subject: Re: Document shared with you: "Jeep Tow 6/1/25"
Are you threatening me? Buddy I'm offering you an opportunity to provide your side. Just i wrote down
truthfully things you don't like doesn't mean they didn't happen. Please highlight the parts you don't
agree with and provide yo6r statement.
3:40 PM — From: David Wrona
Threatening you? If anything, it is quite the opposite. I do not have a “side”. I have nothing to
explain nor defend. Please STOP!
Thursday, June 5, 2025 — 8:44 AM
From: [Policy Holder]
Subject: Re: Document shared with you: "Jeep Tow 6/1/25"
Dave, I understand that the next step is waiting for Agero to get back to me. However, I feel it’s
important to address the professionalism in our interactions, as this situation has become increasingly
stressful for me. During our initial call with Agero, you expressed clear frustration with their
process, including raising your voice multiple times. Despite this, you later characterized my reaction
as unprofessional, while exhibiting the same behavior yourself. This double standard is disappointing,
especially when I am simply advocating for a resolution to an issue that has directly impacted me as a
paying customer. Furthermore, I want to reinforce the key issues at hand:
- Improper Towing Method – The tow operator disregarded the Jeep Gladiator’s flat tow requirement,
potentially causing damage to my 4WD system.
- Safety Violation – I was instructed to remain inside the vehicle while the tow truck moved,
which is both dangerous and illegal.
- Damage Assessment Delays – Agero refuses to cover the inspection costs despite repeated
documentation.
- Lack of Agent Support – Instead of assisting with a resolution, I have been sent in circles
between State Farm, Agero, and the dealership without clear progress.
This experience has taken a significant toll on me—I’ve been unable to sleep or eat properly, and the
constant stress has left me feeling overwhelmed, to the point of a near panic attack. Given the way this
situation has been handled,
I request that this matter be escalated to a supervisor or another
department that can appropriately address my concerns. I need clear guidance on how State Farm intends
to support me moving forward. I ask that you recognize the seriousness of this situation and support me
appropriately moving forward. Regards, [Policy Holder]
8:52 AM — From: David Wrona
Agero will be in contact when they complete their investigation. Your account of the conversations is
beginning to sound a little more accurate. You forgot to add how you were screaming and cursing at me
and not giving me a chance to speak. I did not exhibit the same behavior. Ask Trevor or the claim rep
you spoke with how her conversation went. All the best!
8:58 AM — From: [Policy Holder]
Dave, I acknowledge that Agero is conducting their investigation and will provide updates when
available. However, I find it concerning that instead of addressing the core issue at hand, you are
focusing on my reaction rather than the failures in service that led to this frustration in the first
place. If you're asking me to reflect on my behavior, I ask that you do the same. During the initial
call with Agero, you expressed frustration openly, raising your voice multiple times. Yet, now you
insist that you did not exhibit the same behavior, despite clear moments where you were visibly
frustrated with Agero's handling of the case. The inconsistency in how you characterize professionalism
is disappointing. Regardless of personal disputes, the key concerns remain:
- Improper Towing Method – The tow operator disregarded Jeep Gladiator’s flat tow requirement,
potentially causing damage to my 4WD system.
- Safety Violation – I was instructed to remain inside the vehicle while the tow truck moved,
which is both dangerous and illegal.
- Damage Assessment Delays – Agero refuses to cover the inspection costs despite repeated
documentation.
- Lack of Agent Support – Instead of assisting with a resolution, I have been sent in circles
between State Farm, Agero, and the dealership without clear progress.
I am not asking for back-and-forth about our conversation tone. I am asking for professional guidance
and resolution. Given the way this situation has been handled,
I request that this matter be escalated to a supervisor or another
department that can appropriately address my concerns. Please provide the
contact information for the appropriate person who can assist.
9:15 AM — From: David Wrona
I did not exhibit the same behavior. I was very frustrated and felt remorse for your situation and tried
my best to guide you in the right direction. Yet, you make these untrue accusations and wonder why I
will not have another telephone conversation with you. Agero will be in contact when they complete their
investigation. You may contact Agero to escalate to a supervisor on their team being they are the ones
conducting the investigation.
9:41 AM — From: [Policy Holder]
Dave, I have raised this as a formal complaint with State Farm's complaint department under reference
#17773589, and I will be switching to another agent moving forward. Given the way this situation has
been handled, I need to ensure I receive professional assistance without unnecessary back-and-forth. My
priority is resolving the service failures related to my claim—not debating interpretations of past
conversations. Since this matter is now formally escalated, I will continue working through the
appropriate channels for resolution. I do not expect further engagement beyond what is necessary to
close out existing steps. Regards, [Policy Holder]
9:45 AM — From: David Wrona
You nor I can control the investigation time. I hope your claim is resolved to your satisfaction. Best
Wishes!
9:45 AM — From: [Policy Holder]
Please stop contacting me.
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