Good Sam recent experience
Yesterday (10/27/2019) at 11:09 AM EST, we had reason to call Good Sam Roadside Assistance for help. Our 5th wheel camper had completely lost a tire, rim and hub assembly. We provided the original contact with our name, plan number and the details of what the problem was.
This one call continued for 39 minutes! We spoke to 3 or 4 different staff members who each asked the same repetitive questions, name, number, etc. Quite frankly the impression being given was that none of the staff members knew what a 5th wheel was! Call ended at 11:48 with promise of call back.
Having heard nothing we called Good Sam again at 12:35. After 10 minutes we were told that we weren’t covered for this problem but by furnishing credit card information help would be provided through a “mobile mechanic”. A 2:30 ETA was given along with their phone number. Good Sam never called back after the 12:35 call.
At 2:40, having received no help and no phone call from either GS or the “mobile mechanic”, we called the “mobile mechanic”. Some company called FYX Fleet. They had no record of a call from All-State (their term for Good Sam calls) and after 15 minutes of research advised they had no one in the area who could help.
At that point we contacted a local tow company who arrived promptly, helped secure the broken axle and escorted us off the interstate to safety at Campers World.
To say that I’m disappointed in Good Sam is an understatement. As a member for 11 or 12 years, I thought I understood what I was paying for and what level of service and responsiveness I would receive when I called. WRONG!
Will be chasing reimbursement - I'll update as necessary.
This one call continued for 39 minutes! We spoke to 3 or 4 different staff members who each asked the same repetitive questions, name, number, etc. Quite frankly the impression being given was that none of the staff members knew what a 5th wheel was! Call ended at 11:48 with promise of call back.
Having heard nothing we called Good Sam again at 12:35. After 10 minutes we were told that we weren’t covered for this problem but by furnishing credit card information help would be provided through a “mobile mechanic”. A 2:30 ETA was given along with their phone number. Good Sam never called back after the 12:35 call.
At 2:40, having received no help and no phone call from either GS or the “mobile mechanic”, we called the “mobile mechanic”. Some company called FYX Fleet. They had no record of a call from All-State (their term for Good Sam calls) and after 15 minutes of research advised they had no one in the area who could help.
At that point we contacted a local tow company who arrived promptly, helped secure the broken axle and escorted us off the interstate to safety at Campers World.
To say that I’m disappointed in Good Sam is an understatement. As a member for 11 or 12 years, I thought I understood what I was paying for and what level of service and responsiveness I would receive when I called. WRONG!
Will be chasing reimbursement - I'll update as necessary.
