Good Sam Service or LACK OF (Resolved)
Well folks just to let you know what a horrible experience we had with Good Sam Road Side Assistance.
In June we were travelling from Banff, Alberta, Canada to Kelowna, British Columbia. We were approximately 20 miles west of Fernie, BC on the TransCanada highway (which is one of the busiest roads we have here)and about 40 miles from Golden, BC which is the next town on this route, when we blew a wheel bearing on our 35 foot fifth wheel. We called Good Sam and they sent out a tire repair company and when they arrived they said we cannot fix this as it is a wheel bearing not a tire issue. So the tire repair man returned to Golden and later that day we got a call from them saying Good Sam was arguing about the mileage charge for the service call and they were having trouble getting paid from them.
We then phoned back to Good Sam and here is where everything went upside down. My husband called back to road side assistance and then told them we needed to be towed into Golden. After several hours we called back to see what was happening and were told they were trying to find a mechanic to come and fix the problem. In the meantime while waiting we had also contacted the only mobile mechanic in the area. He told us to get it towed into Golden as without the part and knowing exactly what we needed (hub, bearing and possible shaft) he would not be able to fix it. We relayed this information to the people at Good Sam only to be told they were still trying to find someone to fix the wheel. After a few more hours we called them again to be told the same thing. Finally at 3:00 in the afternoon my wife called a tow truck company to come tow us as we had been sitting on the side of this highway since 9:00 am in the morning. The tow truck dispatcher told us that Good Sam had called them at 9:30 in the morning and said they would get back to him but never had. He told me we would have to pay for the call because we were the ones booking the tow so my wife booked it and we were told that the truck was on another call so it could still be 3 hours or more to wait. We said to go ahead and book it and we would wait. Then again my husband called Good Sam to be told they were still trying to find a mechanic to come fix the wheel but that if we paid for the tow we would be reimbursed.
The tow truck driver called us at 7:00 pm to tell us he was on the way and would be there shortly. He arrived and the truck and trailer were loaded onto his truck and then he very carefully drove us the 40 miles or so into Golden and off loaded us. By this time it was 9:30 at night. So this whole issue took over 12 hours and we had to solve it ourselves. This is is definitely NOT GOOD SERVICE!
We then submitted the bill for the towing and had to wait a month to be reimbursed. When the cheque arrived it was US funds and we paid Canadian Funds so the cheque was not for the total tow bill of $834.00. So besides getting no service we have not been fully reimbursed the total bill.
Upon complaining we had a call from a gentleman at Good Sam but he had to leave a message asking us to return his call as we were not at home at the time. So my wife returned that call leaving a message twice with no response from Good Sam so she called again and finally talked to the gentleman and all he really did was apologize for the mess up on their part. Then two days later we got another phone message from a lady wanting to discuss this fiasco with me and again we were out so she left a message asking me to return her call. I have returned her call twice and left two messages with no response and finally yesterday my wife again called and left a third message telling them if they were going to leave a message asking us to return their calls and we do so it would be polite if they called us back. We have still not heard from this lady.
Since this is the kind of service or no service we are going to receive we have decided to cancel our membership which we had just renewed in June and have asked for a reimbursement of our fees. So now we will wait and see if we get that back.
We will be going back to AMA for our towing coverage on both vehicles and our fifth wheel as at least when you call them they show up and give you service.
In June we were travelling from Banff, Alberta, Canada to Kelowna, British Columbia. We were approximately 20 miles west of Fernie, BC on the TransCanada highway (which is one of the busiest roads we have here)and about 40 miles from Golden, BC which is the next town on this route, when we blew a wheel bearing on our 35 foot fifth wheel. We called Good Sam and they sent out a tire repair company and when they arrived they said we cannot fix this as it is a wheel bearing not a tire issue. So the tire repair man returned to Golden and later that day we got a call from them saying Good Sam was arguing about the mileage charge for the service call and they were having trouble getting paid from them.
We then phoned back to Good Sam and here is where everything went upside down. My husband called back to road side assistance and then told them we needed to be towed into Golden. After several hours we called back to see what was happening and were told they were trying to find a mechanic to come and fix the problem. In the meantime while waiting we had also contacted the only mobile mechanic in the area. He told us to get it towed into Golden as without the part and knowing exactly what we needed (hub, bearing and possible shaft) he would not be able to fix it. We relayed this information to the people at Good Sam only to be told they were still trying to find someone to fix the wheel. After a few more hours we called them again to be told the same thing. Finally at 3:00 in the afternoon my wife called a tow truck company to come tow us as we had been sitting on the side of this highway since 9:00 am in the morning. The tow truck dispatcher told us that Good Sam had called them at 9:30 in the morning and said they would get back to him but never had. He told me we would have to pay for the call because we were the ones booking the tow so my wife booked it and we were told that the truck was on another call so it could still be 3 hours or more to wait. We said to go ahead and book it and we would wait. Then again my husband called Good Sam to be told they were still trying to find a mechanic to come fix the wheel but that if we paid for the tow we would be reimbursed.
The tow truck driver called us at 7:00 pm to tell us he was on the way and would be there shortly. He arrived and the truck and trailer were loaded onto his truck and then he very carefully drove us the 40 miles or so into Golden and off loaded us. By this time it was 9:30 at night. So this whole issue took over 12 hours and we had to solve it ourselves. This is is definitely NOT GOOD SERVICE!
We then submitted the bill for the towing and had to wait a month to be reimbursed. When the cheque arrived it was US funds and we paid Canadian Funds so the cheque was not for the total tow bill of $834.00. So besides getting no service we have not been fully reimbursed the total bill.
Upon complaining we had a call from a gentleman at Good Sam but he had to leave a message asking us to return his call as we were not at home at the time. So my wife returned that call leaving a message twice with no response from Good Sam so she called again and finally talked to the gentleman and all he really did was apologize for the mess up on their part. Then two days later we got another phone message from a lady wanting to discuss this fiasco with me and again we were out so she left a message asking me to return her call. I have returned her call twice and left two messages with no response and finally yesterday my wife again called and left a third message telling them if they were going to leave a message asking us to return their calls and we do so it would be polite if they called us back. We have still not heard from this lady.
Since this is the kind of service or no service we are going to receive we have decided to cancel our membership which we had just renewed in June and have asked for a reimbursement of our fees. So now we will wait and see if we get that back.
We will be going back to AMA for our towing coverage on both vehicles and our fifth wheel as at least when you call them they show up and give you service.
