As so many here are...disappointed with GSRA...

To All,

This thread will be closed at this time due to no recent activity. Thank you all for your time and interest. Have a great day and travel safe always.

Thank you,

Mark
Marcus' Rapid Response Team

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As a ex Bubba with a tow truck I understand his reasons for cash. We were asked to do the tow or help for just a little above what our cost was to do so. Then they would eventually pay you in 30 to 90 days maybe. Meanwhile, driver, truck payment, insurance,(which is unreal) still has to be paid out of truck owners pocket.
I was screwed over more by RS services than anyone over a years time.

I used to work the phones for a RS department. I was routinely abused by customers who have no idea how the service works. Sometimes you are in an area where there are no contracted providers for 100 miles. That's not the company's fault. Sometimes the only tow company in the area is bubba who wants cash only or flat out won't answer his phone.

The best option when there is no resolution, ask to speak with a supervisor. Sometimes they can pull strings normal employees can't. Especially if you've been a long time loyal customer. Ask to look for a tow company in the area you are wanting to be towed to. It's just as far of a tow as a local tower who has to go back anyway (deadhead miles). Sometimes tow companys don't want to deal with RA companies so they don't pickup. Try calling the tow providers directly and explain the situation and let them know GS will be paying their portion. Then have Gs call the tow company directly to finish the process. Sometimes you can hang up and call back in and get a more knowledgable rep. Call back the next day and try again if you are not in an emergency situation.

I have read your previous posts.

I have not suggested that it be done in a LESS THAN "smart and effective ways."

The contract between the customer and GSERS does not specify that fulfillment of the contract depends upon a third company with which they may contract. The GSERS contract is between GSERS and their customer and their customers have every reason to expect full service for which they contracted and paid in advance. AND I am convinced that GSERS will do what they contracted to do, in the event of a failure of an employee or some third party with which they may contract to provide the service they will make it good to their customer. I understand all humans will and do make mistakes. I probably will make one myself although I do not expect too.

That has been my experience with GSERS....twice....and although they could not undo the mistake they did make proper compensation. Even in baseball we do not consider one out until the third strike.


BUT all said and done that does not mean a customer should settle for half-a-loaf when they have already paid for the whole loaf....few if any businesses would strive to improve it that was the attitude of those with whom they did businesses.

PastorCharlie wrote:

4X4Dodger wrote:

PastorCharlie wrote:
"a partial refund."

A partial refund is a reward to the service provider not the customer. A double or triple refund will be a punitive action to insure that it does not happen again.

Firing those employee that keep failing to send help will be a corrective action.

Half a loaf is better than none. A partial refund is just that, a compromise, it's what the world works on. It is not meant to decide who is right or wrong. Keep focused on what the goal is: do you just want vindication? Or maybe some of your money back?

It's hard to spend vindication.

As long as customers are willing to settle for a half a loaf they should not expect to get the whole loaf for which they paid and contracted.

So tell me are you going to fire the person on the phone? Why? If it is the Tow company that refuses what can she/he do? Is that what you base the service center persons job on?

Are you going to strike off the tow company? And further limit your choices in the future? for other customers? That would be smart.

Even a triple refund in economic terms would be a drop of blood in a pail of milk to GSE, in other words no true incentive at all.

So given the facts that we do know: that the customer is at the renewal point and has ONE problem in a year. How much of the Road Service contract fee would YOU return?

We do not know all the facts of this situation. We do not know WHO failed (if anyone).

The fact is that there is a problem at GSRSA for sure. But the OP simply said he would not renew. I simply added that he should at least pursue, AT MINIMUM a partial refund.

If you had read any of my previous posts about issues at GSC or GSRSA you would know that I am no apologist for the company. But I do believe in fairness. Both to the company AND the customer. I also strongly believe that people should stand up for their consumer rights. But it has to be done in smart and effective ways. (Not just Ranting)

4X4Dodger wrote:

PastorCharlie wrote:
"a partial refund."

A partial refund is a reward to the service provider not the customer. A double or triple refund will be a punitive action to insure that it does not happen again.

Firing those employee that keep failing to send help will be a corrective action.

Half a loaf is better than none. A partial refund is just that, a compromise, it's what the world works on. It is not meant to decide who is right or wrong. Keep focused on what the goal is: do you just want vindication? Or maybe some of your money back?

It's hard to spend vindication.

As long as customers are willing to settle for a half a loaf they should not expect to get the whole loaf for which they paid and contracted.

Crabbypatty wrote:
We have both GS and AAA. On the NJ Turnpike I was having issues and we only had AAA. He wouldn't take the trailer with the tv. I limped off the highway under my own power and limped home. I certainly hope that GS will be better. The only other alternative is to call police and ask what tow service they use and pay the bill. GS is linked to CW and lately CW has had lots of issues when ordering anything online. I wonder if they are having money issues....

If you're towing a trailer and have an issue with your tow vehicle, beware. I've posted this before, but it bears repeating ...

Last summer we had an issue with our tow vehicle. It needed repair, and we couldn't tow our trailer out of our campsite, much less the 125 miles home. Called GSRA, and they said they wouldn't help because towing the trailer anywhere would be considered a "courtesy tow", as there was nothing wrong with the trailer.

We still carried AAA, with the RV/motorcycle rider, and called them. Not only did they tow our trailer out of the campground, but they actually sent a huge wrecker that towed it all the way home -- 125 miles -- for $75 (they have a 100 limit for free towing). AND the guy backed it into our storage lot. Needless to say, we cancelled GSRA and got a refund.

GSRA might be good, given the right conditions. We didn't want to take that chance again. AAA, with the RV/motorcycle rider, will be our roadside assistance company as long as we continue to travel short distances along the West Coast. When we're able to hit the road more extensively, CoachNet will probably get our business.

PastorCharlie wrote:
"a partial refund."

A partial refund is a reward to the service provider not the customer. A double or triple refund will be a punitive action to insure that it does not happen again.

Firing those employee that keep failing to send help will be a corrective action.

Half a loaf is better than none. A partial refund is just that, a compromise, it's what the world works on. It is not meant to decide who is right or wrong. Keep focused on what the goal is: do you just want vindication? Or maybe some of your money back?

It's hard to spend vindication.

PastorCharlie wrote:
"a partial refund."

A partial refund is a reward to the service provider not the customer. A double or triple refund will be a punitive action to insure that it does not happen again.

Firing those employee that keep failing to send help will be a corrective action.

But the problem is at the top and the employees are probabl folowing procedures. I can fully see a procedure in place that might say. The CSR is authorized to dispatch a service provided the cost does not exceed $_______. all services over that amount must be approved by ________.
So the CSR has his hands tied.

"a partial refund."

A partial refund is a reward to the service provider not the customer. A double or triple refund will be a punitive action to insure that it does not happen again.

Firing those employee that keep failing to send help will be a corrective action.