Good Sam is really "BAD" SAM roadside assist !!

Well, I just had my first roadside assist experience. So as I am taking my FIRST trip ever driving to Niagrara Falls, my spare tire support frame bolt cracks on my 2000 Hurricane class A and swings down my spare to drag down onto the road. Not a major issue, but I need is someone to help me take the spare wheel off so that I can tie the spare wheel frame to the upper frame rail.Minor issue but I have no tools and need some help. With the wheel on the frame it is too heavy ( around 100lbs) to tie back up and hang, but if I remove the wheel I can just tie the frame to the upper support to prevent it from dragging.

Well here is how it gets interesting.....

I have roadside assist with Progressive thru my insurance policy. Progressive charges me $40 additional on my policy to add road side assist. I heard that Good Sam are the specialists in motorhomes so I decided to also get Good Sam roadside assist also for $ 79 since I was worried that Progressive might fall short since they insure all kinds of vehicles....

So now I call Good Sam to help me and what a disaster !! First, after I explain the situation, the operator tells me that they will send someone but I will have to pay additional to have the roadside assist help me since the spare frame broke and that is considered a repair. Then she has me on hold for 30 mins looking for a provider to send out. Remember, I do NOT need a tow,and did not ask for a tow. I just asked for them to send out some one to help with a tire change since I needed someone to just remove the tire from the spare frame so I could just put the spare wheel inside the motohome and just secure the frame with a small rope so it does not drag anymore and be on my way.

SO while I am on hold with Good Sam I tell my wife to use her cell to call Progressive. She does and it is totally better. First they tell me that as long as it is a minor repair and no tow is necessary, there will be no extra charge. Additionally Progressive secures a provider within 10mins while I am still on hold with Good Sam on my cell phone while Good Sam tries to find a provider. OK, then Good Sam finally finds a service provider and now tells me that they will arrive within 90mins. Progressive tells my wife that the provider will be there within 30 to 45 mins. Well the Progressive provider arrives in about 40 mins ( 10 mins after I hang up with Good SAM since I was on hold for 30 mins) and quickly takes the spare off and uses some electrical cord to tie the frame to the upper support. I offer the guy a tip of $20 and he declines. I had to force him to take it. After the job was completed I called Good Sam back to cancel.

Well here is a side by side comparison of how BAD "Good" SAM is !!

I already paid for the year of Good Sam coverage and will keep the coverage for the remainder but will not renew if this experience continues.

I am in a unusual situation with TWO ROAD SIDE ASSIST carriers and was able to do a direct comparison and by a huge amount Progressive was so much better than "BAD" Sam.

I was also so angry that the Good Sam operator told me that I would have to pay additional since the spare frame bolt snapped. She kept insisting that this was a "repair" and I would have to pay additional. I think that it was out of my fustration talking to her that I instructed my wife to call Progressive.

I have to say the Good Sam call was the worst roadside assist I have ever had.
I have used my auto/motorcycle roadside assist with Mapfre Road America at least 6 times in the last 10 years and was always happy also.

Good Sam is really BAD SAM roadside assist.

Roadside Assistance

2edgesword
Explorer
Jul 06, 2013
Charlie D. wrote:
Yesterday, Good Sam had NO ONE answering phones. I realize it was the 4th of July but I thought they provided 24 hour service.

All calls received a recording saying to call back tomorrow. Same for their extended warranty service. Nothing but recordings.

That would be an issue since it is advertised as 24 hour, 365 day roadside assistance.
wbwood
Explorer
Jul 06, 2013
Charlie D. wrote:
Yesterday, Good Sam had NO ONE answering phones. I realize it was the 4th of July but I thought they provided 24 hour service.

All calls received a recording saying to call back tomorrow. Same for their extended warranty service. Nothing but recordings.

Did you call the roadside assistance number?
Charlie_D_
Explorer
Jul 06, 2013
Friend with a motor home who lives in Baton Rouge was loading up to head to Ft. Stewart, GA. with daughter because her husband is headed home from Afghanistan. Fifth tour. He had just got it back last week from warranty work. A/C worked prior to warranty work. Back A/C would not cool but fan would run. He has GS Roadside and Extended Warranty. Looking for help in locating someone to check it. They had exhausted every phone number they could find and only received recordings. Called me to see if I had any additional numbers.

I did a web search for numbers but could not find any they did not already have. I called several numbers also and received recordings, I found it unusual not to at least get a voice. Perhaps it was a one time occurrence but the situation was critical to them because of the 2 children.. They are driving in 2 separate vehicles today and will now stay in motels.
UsualSuspect
Explorer
Jul 06, 2013
Charlie D. wrote:
Yesterday, Good Sam had NO ONE answering phones. I realize it was the 4th of July but I thought they provided 24 hour service.

All calls received a recording saying to call back tomorrow. Same for their extended warranty service. Nothing but recordings.

If they didn't, then there are 2 other Auto Clubs that didn't either. GS does not staff their own center, it is outsourced, and the place provides services for 2 other Companies.

I would be surprised if ERS covers air conditioners, that would be extended warranty, and I can understand if the extended warranty folks are out for the 4th.
This is hindsight, but always check the work you had done, make sure it works as it should before you leave.
Charlie_D_
Explorer
Jul 06, 2013
Agree. Wouldn't expect RS to cover A/C. But there was no answer at the Good Sam Extended Warranty Center either.

He did not have the A/C worked on. It did work when he brought it in for Other warranty work. Perhaps he should have checked it but he felt no need to and does not suspect that CW did anything to it.
kratedisease
Explorer
Jul 07, 2013
Yes, members "Pitch" and "2edgesword" fully under stood my post

1st issue is how Good Sam took so much longer

2nd issue is that from my many past experiences with Mapfre Road America which is my automotive and motorcycle road side assist, they try to help in any way they can to try to see if they can fix the problem ( as long as it very minor) to get you back on the road BEFORE they try to tow .

Older Ford chassis F53 like my 2000 Hurricane have a fuel shut off switch in case of impact that shuts off the Fuel pump. The same switch triggered on my 2001 Lincoln Navigator years ago and when I called Mapfre Road America, the tow driver showed up and showed me where the reset button is and just reset it.....he did not tell me that was a repair.

Like member "Pitch" said.... I needed to get back on the road ASAP. I am NOT retired but just on vacay...

By the way I posted the same thread on Irv2.com and many people posted replys that they were also unhappy with Good Sam , and overwhelmingly reccomended Coach Net Road side assist with rave reviews.

I clearly understand what a repair is. If my fan belt breaks or a hose pops I understand it is a repair.

But I just needed Good Sam to take off the spare off the frame so I MYSELF could tie up the spare frame with even a old shirt so I could be on my way.
RVER
Explorer
Jul 07, 2013
My two cents worth
Both Coach Net and Good Sam Roadside help are the same dispatched vehicles etc. I think the OP got jerk for a driver of tow truck.
AAA is horrible for trailers or MH. Do not even think about it, they left my brother out on a highway for over 24 hours. He could have been killed. His AAA told him they covered his trailer and he got a flat tire, could not use the equipment he had due to where the road fell off sharply and was afraid the whole thing would go down the ravine. Once they came, they too did not have the right equipment and left to return more than 24 hrs later and then were befuddled as to what to do.
I have had both Coachnet and Good Sam road service, both were great. I take whichever one is cheaper or will give me the best deal. Right now the GS was $99, friends of mine got it for $59 because they are GS life members. Coachnet wanted more this year. I go year to year.
peaches_cream
Explorer
Jul 07, 2013
What I get out of the OP is, keep your money in your pocket for Additional Roadside Assistance. Purchase it through your Ins. Carrier and you will be happier and have more money. Also, don't try to post any comparison on this Forum. :S
2gypsies1
Explorer III
Jul 07, 2013
peaches&cream wrote:
What I get out of the OP is, keep your money in your pocket for Additional Roadside Assistance. Purchase it through your Ins. Carrier and you will be happier and have more money. Also, don't try to post any comparison on this Forum. :S

Exactly. When we had a small 5th wheel we had it in Death Valley and the engine blew on the truck. We had Progressive Insurance for our vehicles at a $4.00 charge per year to our policy for roadside assistance. Progressive sent out immediately - TWO flatbed tow trucks from 75 miles away - one to load our truck and one to load the 5th wheel. They towed us back to Lone Pine - another 75 miles and set up the 5th wheel in an RV park. We had no charge (or rate increase) from Progressive for the double long-distance towing and they also paid our campsite fee - all for $4/year!
westend
Explorer
Jul 07, 2013
kratedisease wrote:
Yes, members "Pitch" and "2edgesword" fully under stood my post

1st issue is how Good Sam took so much longer

2nd issue is that from my many past experiences with Mapfre Road America which is my automotive and motorcycle road side assist, they try to help in any way they can to try to see if they can fix the problem ( as long as it very minor) to get you back on the road BEFORE they try to tow .

Older Ford chassis F53 like my 2000 Hurricane have a fuel shut off switch in case of impact that shuts off the Fuel pump. The same switch triggered on my 2001 Lincoln Navigator years ago and when I called Mapfre Road America, the tow driver showed up and showed me where the reset button is and just reset it.....he did not tell me that was a repair.

Like member "Pitch" said.... I needed to get back on the road ASAP. I am NOT retired but just on vacay...

By the way I posted the same thread on Irv2.com and many people posted replys that they were also unhappy with Good Sam , and overwhelmingly reccomended Coach Net Road side assist with rave reviews.

I clearly understand what a repair is. If my fan belt breaks or a hose pops I understand it is a repair.

But I just needed Good Sam to take off the spare off the frame so I MYSELF could tie up the spare frame with even a old shirt so I could be on my way.
There are issues here beyond what GS did or didn't do or what is reasonable or contractual for roadside assistance.

It seems the OP is not happy with the time it would have taken for GS to respond to his problem. Progressive RSA responded quicker so they are good and Good Sam is the devil. He had to get back on the road quickly because his schedule is important, more important than someone that is retired. That speaks volumes to me.

The definition of a repair (or the difference, thereof) between the OP and the RSA service is probably the most influential piece of what ensued. His previous RSA with Mapfre had helped him out without billing for a repair and he now feels that this should be the case with all other roadside assistance. The practical truth is that it usually is and had Good Sam arrived on scene it might have been identical. We will never know because that didn't happen. Both RVnet members that the OP considers to understand his situation consider what transpired a repair, based on their posts. I consider anything that involves a service worker and his knowledge or tools to fix, either temporary or long-range, to be a repair.

In the OP's thread on irv2.net, I count one disatisfied with GS roadside assistance. Some of the posters liked the service from GS, some liked Coachnet.

For clarity, I don't have a horse in this race, I don't use road side assistance. My posts in this thread are so that others that do want road side assistance can see beyond what the OP considers "bad".