GOOD SAM ROADSIDE ASSISTANCE

I just had to use the out of fuel feature of the roadside service. I had planned to refuel and spend the night in Fort Peck, Montana.

I had run my fuel a little to close. The only gas station in Fort Peck did not have a working diesel pump.

I did not have enough fuel to try to get to the next town.

Called Good Sam roadside service. They had 5 gallons of diesel delivered to me in about 45 minutes.

I was told it may take one hour. I was happy with the service.

Fort Peck is almost a ghost town.

Thanks for the post gatesy12. I appreciate you taking the time to speak with me and I'm pleased that we were able to resolve your complaint and begin to restore your faith in Good Sam. Please let me know if you have any additional questions or concerns. Safe travels, Zach

talked to you on the 24th haven't heard anymore still waiting for equitable resolution. 336-524-4910

Depending on the level of GS service you have, they have what they called "Operational and Technical Assistance by Certified RV Technicians"... I would think one of them would be able to assist just about anyone on getting the slide to retract. Or at least be able to relay to the person they send out to you.

I had the slide topper jam and break off on my slide while in a rest area on Sunday. I needed help to get the 12 foot roller and topper off the slide so I could retract the slide and continue. I wasn't concerned with a repair, just get it off. I have had GS for 13 years and used it once 12 years ago. When I called GS, I spent 20 minutes going over my account and especially where I was. She finally said "hold while I consult my RV technician" She came back in a minute to say I needed a mobile RV mechanic, which I told her in the beginning. Then she said "of course this is Sunday and Father's Day. We don't have any mobile technicians that work week ends. If you call back Monday we'll be glad to schedule an appointment for you then" So much for 24/7 service. Through the kindness of strangers we were able to get the topper off and we could continue.

Having to pay out of pocket for three hours of labor because the person responding didn't know anything about RVs? I'd be unhappy about that myself.

If the mechanic knew what he was doing, it would have been more like an hour max for a job like that.

Yeah, about that! I'm not standing up for Good Sam, heaven forbid, but it is not always their fault. They sell roadside assistance but it is contracted out. When I called for a flat tire on the car (easy right) I was told it would be 90minutes to respond. I decided to start changing the tire myself, (Saturn, small car) and had the job completed in no time. Called and cancelled the service. The tow truck called a few minutes later, he had not been informed of the cancellation, and we talked (nice guy). When I was told the ETA I was also given the service providers phone number...from that point on I should have called the service provider directly. When I first called for service I should have called the provider to verify the time, (not 90 min only about 30 min). When in the future, heaven forbid, I have to call ERS again I will immediately call the service provider given and verify time and their ability to provide the needed service. It's a learning experience.
When a few years ago I did call Good Sam for a HWH jack problem they specifically searched for a provider for hydraulics, it was going to be a few hours before the truck service could arrive in Indio on a Sunday, and luckily other at the fairgrounds came to assist and got me on the road. I again cancelled the service with sufficient time to keep all happy.
ERS, from all major providers is just that, emergency assistance, a single phone number to get help eventually, or to call local Emergency first responders if needed. There are plenty of horror stories about the bad service from CoachNet and AAA.
Just my input.
I do hope GS will follow up on your complaint and fix an obvious customer relations problem. And I hope they fix it soon as I just renewed my GS...hope I never have to use it.
Happy Trails.

gatesy12,

Thank you for all your time today. As we discussed I will share this with our leadership team for review and follow up. Thank you again for bringing this to our attention.

Thank you,

Mark
Marcus' Rapid Response Team