Good Sam Policies

Moved to GS Roadside Assistance from Forum Help and Support

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dhayes wrote:
We have been stranded in Odessa, Texas, now for 4-5 days, with a Good Sam Platinum membership. The road service that you have provided us with does not have a clue about what replacement parts we need to repair our slide/RV, even to drive it safely with our slide in (motels each night....at our expense?).

What am I paying you people for??? To send out people who do not know what they are doing to make mat)ters even worse? Good Sam should be ashamed at what they have done here. DH (a Platinum Card member)

Roadside Assistance is to get a broken down rig to a repair facility. It is not their job to diagnose your repair needs, order the parts or perform the repair. That is the job of the repair facility. The people that they send out are generally tow operators, not repair professionals. They just hook up the rig and tow to the nearest repair facility. They aren't expected to "have a clue" about what is needed to repair the rig. If they got you to a repair facility, they have done what they are expected to do.

Bigdog....thank you so much for your "informed" comments on our situation. But there was NO tow involved here. And in conversations w/Good Sam, when an RV cannot be driven (as ours couldn't w/a slide jammed halfway out), they acknowledge responsibility for providing road service. The issue is the quality of the road service they send, which in our case has been totally inadequate. Happy travels to you in the future.

dhayes wrote:
Bigdog....thank you so much for your "informed" comments on our situation. But there was NO tow involved here. And in conversations w/Good Sam, when an RV cannot be driven (as ours couldn't w/a slide jammed halfway out), they acknowledge responsibility for providing road service. The issue is the quality of the road service they send, which in our case has been totally inadequate. Happy travels to you in the future.

I read your posts on another forum about your problems and apparently they have been occurring since you took your rig to a repair facility in Mesa, AZ. You have been having recurring issues as you travel east. Not sure how that is Good Sam's fault.
Was the original repair facility a Camping World? If so, your gripe should be with that part of the Good Sam organization, not roadside assistance. If it wasn't a Camping World or a facility they towed you to or recommended and was just a shop you chose, then the real problem is between them and you, not Good Sam.
As for the Roadside service, it's unfortunate you are having issues, but to expect an RV expert to appear at your door anywhere in the USA on a moments notice is an expectation that will not be met. You are in a relatively small town in a relatively remote area that is not frequented by RVers. There just isn't going to be large numbers of mobile technicians to choose from. Further, expecting specialty parts to appear quickly is also unreasonable. You are having a lot of problems with your rig and the repairs, but it doesn't appear you should be laying most of the responsibility for those problems at Good Sam ERS' feet.

I was 60 miles from home and couldn't get them to get me a tow... but they did get me a mobile repair tech and 5 hours and $701.55 of my money we are home... thought I bought a tow service agreement...

So Bigdog...so nice to hear from you again. And Camping World...what on earth do they have to do w/our situation? I have had no contact w/them over the past year. So why are you bringing them into this thread? And in two of the last three breakdowns we have experienced, Good Sam has sent out the repair team. No #1 and no #3 have been woefully inadequate. We have been sitting in anything but a "remote" area of Texas for 5 days...waiting for the mobile service that Good Sam sent out to get us back up and running. We learned this p.m. that the repair service they sent does not even know the name of the part they took out of our slide, let alone the part #. And as for being in a "remote' area of Texas, part of the justification for their inability to fix us is that there are just "too many" RVs here in Texas oil country for parts to be readily available. As I said before, the problem is the quality of the mobile repair services that Good Sam sends out. As far as I am concerned, my wife should NOT be the one informing the Good-Sam-sanctioned repair guy both the NAME of and the part # of what is needed, especially after they removed that part from our fifth wheel to begin with. We are in day 5 of a breakdown, no longer expecting immediate service, as you imply. And so...let me ask you. What is your affiliation with Good Sam? On the payroll, perhaps....?

Perhaps my understanding of ERS is in error, but I expect nothing more than to be made road safe or to be taken to a repair facility. I maintain an extended warranty to make repairs, or I contract with a shop to make repairs. Emergency roadside service gets you off the road safely. Am I mistaken?
JMHO

Something must be terribly wrong in Good Sam Land. Normally, one of their customer service reps would have stepped in requesting contact info via PM long before this many posts were made. Maybe the reps are enroute to TX to assist in repairs.

HappyKayakers wrote:
Something must be terribly wrong in Good Sam Land. Normally, one of their customer service reps would have stepped in requesting contact info via PM long before this many posts were made. Maybe the reps are enroute to TX to assist in repairs.

Apparently everyone took the night off and have not checked the forum today?

The multiple posts about Fake Passports, etc., have not been eliminated yet.

I'm sure someone will respond to this post.

dhayes,

Thank you for reaching out with your situation. Please send us a PM with your membership information and contact information so that we can further assist you.

Christina D.
Marcus' Rapid Response Team
goodsamcs@goodsamfamily.com