First Time Platinum User GS Total Failure

gfgriepp wrote:
They sent me a very nice e-mail saying they would cancel and refund within 10 days. Will keep posting as to the outcome of this.

Good for you, and that is a fair deal from GSE. I hope the next one you choose turns out better for you. Good Luck

Now it would be a very good thing if GSE would come back to this topic and explain what steps they are taking to improve their service so the rest of us who have yet to purchase this service can better judge what is actually happening....

They sent me a very nice e-mail saying they would cancel and refund within 10 days. Will keep posting as to the outcome of this.

Ranger Smith wrote:

Good Sam Care Team wrote:
gfgriepp,

Thank you for your time and post. If able please send me a PM with your contact information. I would like to share your experience with our executive team for review and follow up.

Thank you,

Mark
Marcus' Rapid Response Team

SEE . . . Told you so . . . Once again a lot of good it does after the fact. I guess Marcus is too busy being a TV celebrity to worry about this situation.

Well c'mon to be fair to GSE they cannot follow up and see why this happened without the persons real name and information. So they must ask for it. It would be nice if the OP would post and update on how it was all handled...that is what is really missing here.

I do think the response could be re worded to make it more satisfying. Something like:

We are sorry for any inconvenience and trouble you have experienced. If you will PM me with your contact information I will get you an answer about this. I will also forward it to the RSA Executive in charge for investigation.....

admittedly a small change in language but the sentiment is clear.

I'm glad you had phone access. We had our first use of platinum plus Saturday and I have rarely encountered such poor service. We had a borrowed phone and the csr was unable to find us on his map, even after being given the mile markers. When I explained the owner of the phone had an appointment and needed to leave and could he confirm what company was coming and that we could ride with the tow truck, he said they would get the trailer and tow vehicles, but we were on our own for getting off the rise of the road. I explained I had two young children and my older disabled daughter and no phone, he reiterated that they could not give use a ride. We were 8 miles from cell service and the nearest town on the side of the road in southern Arizona. I ask for a supervisor. He put me on hold and came back telling me he could transfer me to membership services to workout a taxi with them. I again said the man who stopped with the working phone needed to leave and I needed good Sam to figure this out. He said he couldn't help with the ride. Luckily, highway patrol showed up and they took my wife and 6 year old to a rest area with cell service where she tried to find help. After 2.5 hours, Good Sam found a wrecker from a city 40 miles south (we were headed 40milea north). It was way more than needed and they were only authorized to tow and leave us at an rv park 8 miles south in a very small town. We had a family memeber that drove to shuttle the people from the break down to the rv park. Sunday, I called AAA and they helped me find and open shop and took my van there. My van was repaired and we were back in the game by 3pm. The only benefit of the call to good Sam was they got us a spot at the park. However, had they taken us 40 miles north, we would have been at the park with our reservation. As a platinum plus memeber, they should have taken us as it was well short of the 100 mile limit. I suggest you go elsewhere for roadside coverage. Because, had your phone not worked, you really would have been screwed.

I have had AAA 13 years and have used them many times even out in boondocks never had a problem .... Best money I've spent

Good Sam Care Team wrote:
gfgriepp,

Thank you for your time and post. If able please send me a PM with your contact information. I would like to share your experience with our executive team for review and follow up.

Thank you,

Mark
Marcus' Rapid Response Team

SEE . . . Told you so . . . Once again a lot of good it does after the fact. I guess Marcus is too busy being a TV celebrity to worry about this situation.

gfgriepp,

Thank you for your time and post. If able please send me a PM with your contact information. I would like to share your experience with our executive team for review and follow up.

Thank you,

Mark
Marcus' Rapid Response Team

What are you wanting GSRS to become? You want them to be a 1st class Road Service Co. for the cheapest price. NOT GOING TO HAPPEN!!!!!!. In order to become a 1st Class service, and pay the tow co. a reasonable rate and in a timely fashion, they will have to raise rates. If they do that, conversation goes from good service, to cost of that service. No one wants to pay the highest premium, so, keep on complaining about poor service and your rates will stay "cheap". I am so "cheap", in 6 yrs. of RVing, I never purchased ERS from anyone but my Ins. Carrier. I never had a problem and if I did, the savings from the ERS policy would cover the tow. :B

gfgriepp wrote:
After 1 hour and two call backs GS could not find wrecker to tow car 30 miles home. Used dads AAA same wrecker service came no problem. Driver told us GS does not pay their bills. Have contacted, asked for full refund, back to AAA for us. Been very pleased with AAA for many years, GS did us zero good.

Your experience brings up some of the very questions I have ben dealing with trying to decide which RSA plan to go with. I have held off on GSRSA because of all the things I read on here.

It should be clear to all that there are only so many towing companies in any given area able to handle an RV. All the plans are most likely tied into all the tow companies. There are really only two things that I can think of that would make a tow company prefer one over another.

Not being paid or not paid in a timely manner

Having a contract with a significantly lower rate than the other plans.

Tow companies will most likely always take the cash customer first over the "plan" customer thus delaying the arrival of a truck to help you.

When I broke down recently my Dodge/Ram/Chrysler Warranty paid for all the towing. And here is an interesting part of that: After my initial conversation with them they gave me an estimated arrival time for the truck. At about 5 minutes prior to that time I got an automated call from the warranty folks asking if the truck had arrived. I pressed "no" and got a human who told me that they would call the company and see where it was. By the time (minutes) I got a call back telling me the truck was just minutes away it had arrived...now that is service...are you listening Good Sam? Marcus?

What else is new. Now you will get a response from an Administrator to send them a PM so they can figure out what happened. . . . They don't pay for the service performed but they SUCK the money out of us . . . That's what happened.