Disgraceful Roadside Assistance Service
My husband and I have had your Roadside Assistance Plan since 2004, and we have been members of the Good Sam Club since 1987. We just renewed our membership for the Roadside Assistance Plan on 8/7/2015 at Camping World in Council Bluffs, IA.
On 8/15/2015 while taking the Loop Tour of the Badlands outside Wall, SD, my husband discovered that the inside tire on our Duallie was flat.
At 3:48 PM, we called the 800 # for Roadside Assistance. I need to note that the outside temp was around 102*. I was told by your Rep. that it would be 2 hours before a service provider would be able to get to our location.
At 4:21 PM, I received a text from Good Sam Roadside Alert with the provider's contact info and an ETA for 04:55 PM. We decided to make our way back to Wall, instead of sitting in the middle of the Badlands in 102* weather.
At 4:24 PM, I called the service provider to update our location.
At 5:02 PM, GSRA called to follow up, checking to see if the provider had yet arrived. I told the Rep. that he was not there yet, we decided to move to a safer, easier to find location, and we had given this info to the service provider, still under the assumption that the service provider would reach us by 5:48 PM, as originally stated and confirmed by the Rep. who contacted the service provider, while I was on the line.
At 6:10 PM, I called the service provider to see how much longer it would be, considering he was now 22 minutes passed the originally quoted ETA of 5:48 PM. The service provider informed me that he had ANOTHER call, and it would be ANOTHER THREE HOURS. He also told me that he had given this info to the GSRA Rep. at 5:02 PM, so they could inform us of the UPDATED ETA. We were never told by GSRA that this conversation had occurred.
At 6:12 PM, I called GSRA to tell them that I had spoken with the service provider and he said it would be ANOTHER THREE HOURS. I also let him know that the service provider told me that he had given the new ETA to the Rep. during the 5:02 PM conversation, and that the Rep. failed to share the info with us. The Rep. then put me "on hold"" for SEVERAL minutes while he "spoke to his supervisor" regarding what could be done. After SEVERAL minutes "on hold," I hung up to see if I could find a service who could help us.
At 6:38 PM, GSRA finally called back to inform me that he had called ALL Roadside Assistance companies within 69 miles, and none of them WOULD take the call. I told the Rep. that I was VERY upset because they could have told me during the INITIAL CALL, ALMOST THREE HOURS EARLIER, that we would be waiting and that we WERE NOT A PRIORITY, in spite of the fact that the outside temperature was 102 DEGREES! I told the Rep. that I would find help, myself.
At 6:56 PM, I FINALLY contacted a company out of Rapid City, SD who said it would be at LEAST ANOTHER HOUR before he could get to us. AND because of the distance, it would cost us $302.14. Because of the FAILURE of GSRA, we incurred this enormous expense, in ADDITION to the Annual Fee we had JUST paid for the "Roadside Assistance Plan."
NEEDLESS to say, we are VERY disappointed with the dishonesty on the part of the GSRA Rep. Had we known at the time of the initial call, that it would be HOURS before anyone would come to our aid, we could have possibly contacted another local service provider before almost 7 PM on Saturday night.
Looking forward to a Team Member contacting me to address this grievance.
On 8/15/2015 while taking the Loop Tour of the Badlands outside Wall, SD, my husband discovered that the inside tire on our Duallie was flat.
At 3:48 PM, we called the 800 # for Roadside Assistance. I need to note that the outside temp was around 102*. I was told by your Rep. that it would be 2 hours before a service provider would be able to get to our location.
At 4:21 PM, I received a text from Good Sam Roadside Alert with the provider's contact info and an ETA for 04:55 PM. We decided to make our way back to Wall, instead of sitting in the middle of the Badlands in 102* weather.
At 4:24 PM, I called the service provider to update our location.
At 5:02 PM, GSRA called to follow up, checking to see if the provider had yet arrived. I told the Rep. that he was not there yet, we decided to move to a safer, easier to find location, and we had given this info to the service provider, still under the assumption that the service provider would reach us by 5:48 PM, as originally stated and confirmed by the Rep. who contacted the service provider, while I was on the line.
At 6:10 PM, I called the service provider to see how much longer it would be, considering he was now 22 minutes passed the originally quoted ETA of 5:48 PM. The service provider informed me that he had ANOTHER call, and it would be ANOTHER THREE HOURS. He also told me that he had given this info to the GSRA Rep. at 5:02 PM, so they could inform us of the UPDATED ETA. We were never told by GSRA that this conversation had occurred.
At 6:12 PM, I called GSRA to tell them that I had spoken with the service provider and he said it would be ANOTHER THREE HOURS. I also let him know that the service provider told me that he had given the new ETA to the Rep. during the 5:02 PM conversation, and that the Rep. failed to share the info with us. The Rep. then put me "on hold"" for SEVERAL minutes while he "spoke to his supervisor" regarding what could be done. After SEVERAL minutes "on hold," I hung up to see if I could find a service who could help us.
At 6:38 PM, GSRA finally called back to inform me that he had called ALL Roadside Assistance companies within 69 miles, and none of them WOULD take the call. I told the Rep. that I was VERY upset because they could have told me during the INITIAL CALL, ALMOST THREE HOURS EARLIER, that we would be waiting and that we WERE NOT A PRIORITY, in spite of the fact that the outside temperature was 102 DEGREES! I told the Rep. that I would find help, myself.
At 6:56 PM, I FINALLY contacted a company out of Rapid City, SD who said it would be at LEAST ANOTHER HOUR before he could get to us. AND because of the distance, it would cost us $302.14. Because of the FAILURE of GSRA, we incurred this enormous expense, in ADDITION to the Annual Fee we had JUST paid for the "Roadside Assistance Plan."
NEEDLESS to say, we are VERY disappointed with the dishonesty on the part of the GSRA Rep. Had we known at the time of the initial call, that it would be HOURS before anyone would come to our aid, we could have possibly contacted another local service provider before almost 7 PM on Saturday night.
Looking forward to a Team Member contacting me to address this grievance.
