Finally Used It

Thank you for the post anwblack. I'm happy that we were able to resolve your complaint. Please feel free to contact me if you have any additional questions in the future. Thanks, Zach

As mentioned by previous disgruntled GS customers, I also received a timely response and phone call from a GS representative in regards to my complaint above. I can only echo others who were contacted by someone in saying that I really do appreciate that they do take our concerns seriously. The fact that they put a face to their business is good to know. I was reassured that they will be addressing my concerns and issues with their staff, and will actually be using our experience as a discussion point in their training. Thank you to Zach for reaching out to us and for handling this in both a professional and compassionate way and for taking responsibility and not just trying to make excuses. It is much appreciated and although we are hoping for no more issues that we will be needing assistance with on our motor home, we now have the confidence to know that Good Sam will be there for us if and when we do need them.

Thank you for the post anwblack. I apologize for confusion and delay in getting you the appropriate service. I have already initiated a review of your requests for service with dispatch and will be contacting you this morning at the phone number listed on your account. Thank you, Zach.

GSRA could have two objectives:

1. Tow you somewhere and pass you off to someone else

2. Get you back on the road

GS which objective is it? If the first tow or service doesn't fix the problem will you tow again to someplace that can fix it. This lady is correct; she should not have to go through this kind of mess to get her problem solved. We pay you to solve our problems, not make them worse.

I just had a bad experience with Good Sam over the weekend. We are new RVers...this is the story of what happened this weekend...
"We have been busily sorting and packing all of our stuff, sold almost all of our furniture and giving away the things we can't sell. So my husband went to pick the motor home up from storage yesterday, and it wouldn't start. He called me to come out so that he could try jump starting the battery. No luck. We called the Good Sam roadside assistance number and they had someone else with a bigger charge box come out to jump it...still no luck. This first dispatch for a jump start was a mistake on GS's part as they had told me they would send a roadside mechanic. We called Good Sam back, and they then dispatched a mobile roadside mechanic. He looked at all kinds of possibilities, checking fuses, etc. but still no luck. My husband then called Good Sam back to see about towing the MH to a mechanic, but they said that since they had already made two attempts to help, that was all they would cover.
I called Good Sam myself later in the day and appealed to them and they said that, in fact, they would cover towing to a mechanic since the first dispatch of a jump starter was their mistake, and then roadside mechanic whom they sent couldn't get the MH started."
So the next day... "after calling Good Sam yesterday afternoon and pleading our case, they agreed to provide and cover the towing service. Their representative had put me on hold and asked a supervisor, then came back and said that because the roadside mechanic could not get the MH started, they would cover the towing for us. My husband was not here when I was asked where I wanted the MH to be towed to, so I asked if I could call them back with that information. He told me to call back this morning and they would then do the dispatch for towing when I knew where we wanted it to go. (Oh, and by the way...they said they found a Freightliner garage for service 4 miles away that they suggested we tow to. We knew of no such place in our town and when I checked they address and phone number that GS had for the facility, it showed up as the Baptist Church in our town...lol). So back to the rest of the story... all good so far...right? I did ask him if he was putting everything in the notes they document on the computer and wanted to make sure there would be no problem when I called back this morning and he assured me I wouldn't have to start all over when I called and reached someone new. Well...he lied!! Maybe not intentionally...but I finally got off the phone this afternoon after spending more than 3 hours being shuffled back and forth to different people as I tried to explain and appeal my case. They just kept telling me that at this point I would have to pay for may own towing and then would say, "And how would you like to pay? It will be $295 for the first 10 miles and then $6.00/mile after that. We take all major credit cards." I asked to speak to a supervisor numerous times and was told they were busy. I asked if they could listen to the recorded message of my conversation with the young man yesterday who said he gotten approval to have the towing covered. They said they were too busy. At times, they became a bit rude to me. It was almost like they were saying I was lying about what I had been told yesterday. FINALLY, my persistence paid off and they got a supervisor on the phone, who was much more interested in hearing what I had to say. She was also trying to explain to me why they couldn't cover the towing. I asked her if she would just listen to the recorded phone conversation I had last night with their representative who made the promises to me to cover the towing. She said she would listen to it and call me back. And guess what....she said that after hearing what was said on the recording, they would honor what I was told and that they will now cover the towing. But honestly, no one should have to go through what I just went through. I had to really persist to get to this point and it has worn me down. Rest assured, I will look for coverage elsewhere from now on and I can, with out hesitation, say that I will never recommend Good Sam for Roadside Assistance Coverage from now on! Did someone say Coach Net was good...lol?"

Noel wrote:
What if the mobile mechanic could not fix your problem and you needed a tow to a repair facility. Would the tow be no charge or would it be considered a separate
incident and you would pick up the tow charge?

In my case I requested the mobile repair service and not a tow truck. I saw the airline and knew the only 2 things it could go to was the compressor or the governor, and worst case I would need a new fitting. Airbrake fittings and lines are common issues and any competent repair service should have them on the truck.

Thank you for your post, Noel. Regarding your RV roadside mechanical repairs question, following your call to Good Sam Roadside Assistance Dispatch and your conversation with a Dispatch Agent, if necessary and whenever possible, depending on the disablement, there may be a local mobile mechanic available that can perform minor repairs or adjustments to your RV. In these situations, we will attempt to assist in arranging for a mobile mechanic to come to the disablement location as an alternative to towing the RV. The member is responsible for all cost of parts, labor and any additional trip charges/runs for more parts.
In the event that the mobile mechanic is unable to perform the repairs or adjustments, Dispatch may arrange a tow, as specified in the Member Benefit Brochure, to the nearest service provider at no additional cost to the member.
If you have additional questions regarding the benefits of Good Sam Roadside Assistance membership, please call Member Services at 800.601.2850, or go to the Good Sam Roadside Assistance website: www.goodsamroadside.com. Thank you for your membership, Frank

Very fortunate that you pulled off road safely and it was an easy fix.
All my ERS calls went as planned also. I had one tow truck driver find my problem too. Called me out under the coach and pointed it out to me. Some do go beyond their call of duty! :C

What if the mobile mechanic could not fix your problem and you needed a tow to a repair facility. Would the tow be no charge or would it be considered a separate
incident and you would pick up the tow charge?

Glad to see a positive post. Hope I never need the service but it's good to know it works.