Advertised Benefits of Good Sam RA vs. What Was Provided
I recently enrolled in Good Sam Roadside Assistance. My hope was that I would never have to use it, but I was impressed by their advertised benefits of joining. Unfortunately, this weekend, my RV developed a problem and I required a tow. I called Good Sam for assistance and found a huge variance between those advertisements and what I actually received.
My RV (a 1975 American Clipper) wouldn't start. I was at a clipper rally (fortunately) and so the other club members and I began to problem solve. The clipper would not start. After about 5 hours of diagnosing and various part replacements, etc., we narrowed the problem down to most likely being the distributor. At this point (6 p.m.), we realized that I would need it towed to a repair shop. So I called Good Sam, happy that I had enrolled when I did.
The representative took my member info, RV details, etc. At that time, he said he would send out a mobile mechanic. As this was Sunday at about 7 p.m., I questioned the ability of a mobile mechanic to repair the problem. I also informed the rep that I had 2 dogs and a parrot and that I had a ride home for them (home was 60 miles away) but only for that evening. He insisted that he had to send the mobile mechanic out first. I asked how the mechanic would fix the distributor. He said he would order the parts. I questioned the ability to obtain the parts for a 1975 vehicle on the Sunday night before a national holiday. I stressed that my ride could not wait all night for the mechanic to come out, try what had already been tried, acknowledge that it needed to go to a shop, then wait for a tow truck to finally be dispatched. He put me on hold for about 5 minutes and when he came back, he agreed to skip the mechanic and send out a tow truck. He put me on hold again for about 5 minutes. When he came back on, he said he had a provider but they wanted to jumpstart my clipper. I explained that if it only needed a jumpstart, I would have been home, that the RV will NOT start and that it needs to be towed. He put me on hold again.
25 minutes later, I was still on hold. He had not come back on the line once to provide me with an update or anything. At that point, my call was disconnected. I called back (at this point, my cell phone is running out of juice) and got another operator. I explained what had happened and while I was talking to her, a call started coming in. I did not want to risk getting disconnected again so I asked her to handle it. She put me on hold to transfer me to the original operator. When he came back on, he told me that the provider he had been speaking to had hung up and they were not answering the phone. He then said that he was "calling providers to find one who would answer the phone".
Question: Shouldn't my tow service provider KNOW which providers are 24 hour and which aren't?
When I asked about the timeframe, he told me he had no idea. I again pointed out that I only had a ride home for my pets for a limited amount of time and if I waited for him to get me a tow would they get my pets and I home. He said "we do not provide concierge service". I said "but according to your brochures and website when I enrolled you DO provide concierge service". He gave a small laugh and said "we don't provide concierge service".
I asked what I was supposed to do in that case. I couldn't wait for him to attempt to find me a tow and I had to get my animals to a safe place. He said "call 911". I asked him how that would help and he said "they'll get you a tow". I said "But isn't that what I'm paying YOU to do?" At this point, I am thoroughly stressed, frustrated, hot, exhausted, hungry, etc.
I told him that I could not wait for him to "try to get me a tow" any longer and that I would call AAA. Thank goodness I still had my premiere service. AAA guaranteed me a tow truck within a set amount of time (after a 15 minute call during which I was never put on hold) and provided exactly that.
I enrolled in Good Sam because they state: "There's no need to have two roadside assistance plans when you buy Good Sam Roadside Assistance. With protection for both your RV and your household vehicles, Good Sam Roadside Assistance is your one-stop-shop. Our specialized RV service network is unmatched in the industry, so we can handle the toughest tows. We offer unique benefits for RV owners that other providers don't."
They then list the following as provided:
24-hour toll-free dispatch
Unlimited Mileage Towing
Protection for Your RV & Household Vehicles
Coverage for Your Spouse and Children
Flat Tire Service
Battery Service
Emergency Fuel & Fluids Delivery
Locksmith Service
Roadside Mechanical Repairs
Trip Interruption Assistance
Emergency Medical Referral Service
RV Concierge Service
Repair Service Discounts
Where was my towing? Where was my concierge service? Where was my "no need to have two roadside assistance programs" by having Good Sam?
I'd love to have my faith in Good Sam renewed, but I have a really hard time when their own representatives tell me that they don't provide what they claim to provide.
My RV (a 1975 American Clipper) wouldn't start. I was at a clipper rally (fortunately) and so the other club members and I began to problem solve. The clipper would not start. After about 5 hours of diagnosing and various part replacements, etc., we narrowed the problem down to most likely being the distributor. At this point (6 p.m.), we realized that I would need it towed to a repair shop. So I called Good Sam, happy that I had enrolled when I did.
The representative took my member info, RV details, etc. At that time, he said he would send out a mobile mechanic. As this was Sunday at about 7 p.m., I questioned the ability of a mobile mechanic to repair the problem. I also informed the rep that I had 2 dogs and a parrot and that I had a ride home for them (home was 60 miles away) but only for that evening. He insisted that he had to send the mobile mechanic out first. I asked how the mechanic would fix the distributor. He said he would order the parts. I questioned the ability to obtain the parts for a 1975 vehicle on the Sunday night before a national holiday. I stressed that my ride could not wait all night for the mechanic to come out, try what had already been tried, acknowledge that it needed to go to a shop, then wait for a tow truck to finally be dispatched. He put me on hold for about 5 minutes and when he came back, he agreed to skip the mechanic and send out a tow truck. He put me on hold again for about 5 minutes. When he came back on, he said he had a provider but they wanted to jumpstart my clipper. I explained that if it only needed a jumpstart, I would have been home, that the RV will NOT start and that it needs to be towed. He put me on hold again.
25 minutes later, I was still on hold. He had not come back on the line once to provide me with an update or anything. At that point, my call was disconnected. I called back (at this point, my cell phone is running out of juice) and got another operator. I explained what had happened and while I was talking to her, a call started coming in. I did not want to risk getting disconnected again so I asked her to handle it. She put me on hold to transfer me to the original operator. When he came back on, he told me that the provider he had been speaking to had hung up and they were not answering the phone. He then said that he was "calling providers to find one who would answer the phone".
Question: Shouldn't my tow service provider KNOW which providers are 24 hour and which aren't?
When I asked about the timeframe, he told me he had no idea. I again pointed out that I only had a ride home for my pets for a limited amount of time and if I waited for him to get me a tow would they get my pets and I home. He said "we do not provide concierge service". I said "but according to your brochures and website when I enrolled you DO provide concierge service". He gave a small laugh and said "we don't provide concierge service".
I asked what I was supposed to do in that case. I couldn't wait for him to attempt to find me a tow and I had to get my animals to a safe place. He said "call 911". I asked him how that would help and he said "they'll get you a tow". I said "But isn't that what I'm paying YOU to do?" At this point, I am thoroughly stressed, frustrated, hot, exhausted, hungry, etc.
I told him that I could not wait for him to "try to get me a tow" any longer and that I would call AAA. Thank goodness I still had my premiere service. AAA guaranteed me a tow truck within a set amount of time (after a 15 minute call during which I was never put on hold) and provided exactly that.
I enrolled in Good Sam because they state: "There's no need to have two roadside assistance plans when you buy Good Sam Roadside Assistance. With protection for both your RV and your household vehicles, Good Sam Roadside Assistance is your one-stop-shop. Our specialized RV service network is unmatched in the industry, so we can handle the toughest tows. We offer unique benefits for RV owners that other providers don't."
They then list the following as provided:
24-hour toll-free dispatch
Unlimited Mileage Towing
Protection for Your RV & Household Vehicles
Coverage for Your Spouse and Children
Flat Tire Service
Battery Service
Emergency Fuel & Fluids Delivery
Locksmith Service
Roadside Mechanical Repairs
Trip Interruption Assistance
Emergency Medical Referral Service
RV Concierge Service
Repair Service Discounts
Where was my towing? Where was my concierge service? Where was my "no need to have two roadside assistance programs" by having Good Sam?
I'd love to have my faith in Good Sam renewed, but I have a really hard time when their own representatives tell me that they don't provide what they claim to provide.
