A few weeks ago I called GS Roadside Assistance because of a blowout on an inside dual tire. I explained our problem to the dispatcher. She determined our location from our cell and we were informed that help would soon be there. After approximately two hours (in 40C temps....approximately 100+ F) no show. We recalled only to find out the first dispatcher called a company about 100-150 miles from where we were. We were also told that the call had been cancelled. The second dispatcher tried her best but was unable to find a repair company. We were also told that the first dispatcher had us on trans Canada #1 highway instead of highway #97. As the temperatures were very high, I decided to limp back to the last town that we had past.....20-30 miles. I don’t know if GS dispatchers are knowledgeable on Canadian roads and highways, but this experience has left me leary as to the safety GS Roadside Assistance.

jayme wrote:A few weeks ago I called GS Roadside Assistance because of a blowout on an inside dual tire. I explained our problem to the dispatcher. She determined our location from our cell and we were informed that help would soon be there.How did she determine your "location from your cell"? Where were you, just out of curiosity? Were you east or west of Watson Lake?

jayme wrote: I don’t know if GS dispatchers are knowledgeable on Canadian roads and highways, but this experience has left me leary as to the safety GS Roadside Assistance.There is something wrong with their "system" or their training.On my one and only call to them, I gave them the name of the business I was parked behind and THE EXACT ADDRESS, yet the dispatcher somehow thought she knew better and gave the repair company a different address.Thankfully the truck driver figured it out by himself.

It's hard to tell with this forum but we see posts like this every day. GS has a terrible reputation on this board and you're better off just calling around for yourself. You wont find the negative posts about GS because they are quickly deleted.

I think the biggest problem with roadside help is the program/training they get. It's essentially the same theory as 911,but without the training. Sometimes when they punch up your location it may show someone that is 100 miles away at the top of the list,so they click on that. Kind of like google,may not even pertain to your problem. And also don't forget we have motorhomes,trailers,5th wheels ect,that a lot of tow companies can't or wont deal with due to insurance and our sue happy society. I run into the same problems with a break down in my semi and our dispatch has national fleet towing/repair accounts. Have had a little tow truck show up to tow 80,000 lbs. The guy thought he was going to tow a pickup truck. Somewhere between the call to the company and tow dispatch the person at the tow company forgot it was a big rig. We as a society want every thing right now and done right. ME FIRST. Sometimes we are not the only call the call center gets,but we think we are.

jetboater454 wrote:I think the biggest problem with roadside help is the program/training they get. It's essentially the same theory as 911,but without the training. Sometimes when they punch up your location it may show someone that is 100 miles away at the top of the list,so they click on that. Kind of like google,may not even pertain to your problem. And also don't forget we have motorhomes,trailers,5th wheels ect,that a lot of tow companies can't or wont deal with due to insurance and our sue happy society. I run into the same problems with a break down in my semi and our dispatch has national fleet towing/repair accounts. Have had a little tow truck show up to tow 80,000 lbs. The guy thought he was going to tow a pickup truck. Somewhere between the call to the company and tow dispatch the person at the tow company forgot it was a big rig. We as a society want every thing right now and done right. ME FIRST. Sometimes we are not the only call the call center gets,but we think we are.So they advertise and charge for a service that caters to the RV owner but a purchaser should forgive them for lack of or poor training, consistently poor service, etc etc etc? Ok. It has nothing to do with me first.

Helpful? | Good Sam Community

14 Replies

Good_Sam_Care_T
Explorer II
Sep 08, 2018
Hello,
I am going to close this topic due to lack of activity. Thank you for your time and participating. Feel free to open a new thread on this topic in the future.

Thanks,
Stacy
Good Sam Care Team
jetboater454
Explorer
Sep 06, 2018
Now we can only hope before they close this, we can get an idea of if it was with training and or dispatch.
Good_Sam_Care_T
Explorer II
Sep 06, 2018
Hello jayme,

Thank you for your time and posting the outcome of your issue with Good Sam Roadside Assistance. Please let us know if we can assist in the future.
Have a good day and safe travels.

Thank you,
Ella
Good Sam Care Team
jayme
Explorer
Sep 06, 2018
I received a call from management re: complaint. He apologized for the treatment, or lack of. I was advised that there may have been a problem with training or a fault with the dispatcher. I was told that there would be an investigation into the matter. I just hope that this complaint may help with future calls made by members of GS. Time will tell. I was impressed by the quickness of the call received from GS administration.
jayme
Explorer
Sep 04, 2018
MDKMDK. I had assumed that she had triangulated our position, using our cell phone info? I had also told her of our gps coordinates. We were north of Cashe Creek on Hwy #97
Good_Sam_Care_T
Explorer II
Sep 04, 2018
Hello jayme,

Thank you for contacting Good Sam, I apologize for the experience you have had. Please provide your membership and contact number in a private message. I will look into this further with the roadside team.

Thank you,
Ella
Good Sam Care Team
jetboater454
Explorer
Sep 04, 2018
LOL. And they never give the outcome of the problem. I can understand the privacy aspect but they could at least give a general comment that it was fixed. And if the original poster would reply before the canned.... we are closing this........
Ralph_Cramden
Explorer II
Sep 04, 2018
jetboater454 wrote:
Ralph Cramden wrote:

So they advertise and charge for a service that caters to the RV owner but a purchaser should forgive them for lack of or poor training, consistently poor service, etc etc etc? Ok. It has nothing to do with me first.

Didn't mean to imply that. But basically a lot of times it is with the service supplier. The call center could do a lot better job making sure the provider can and will do the service in a timely matter.

Maybe it's time for an undercover boss episode at the call center.

Not praising GS,I have other towing for my stuff, but try calling for any road service on a busy holiday or even during winter in the snow country and see how long it can take. And even CN has had problems,but GS could take lessons from them.

Perhaps send Marcus as the undercover boss? He could repeat over and over the canned statement used by the admins on this board. Please send a PM and we'll send it over to upper management or whatever the spiel is?
jetboater454
Explorer
Sep 03, 2018
Ralph Cramden wrote:

So they advertise and charge for a service that caters to the RV owner but a purchaser should forgive them for lack of or poor training, consistently poor service, etc etc etc? Ok. It has nothing to do with me first.

Didn't mean to imply that. But basically a lot of times it is with the service supplier. The call center could do a lot better job making sure the provider can and will do the service in a timely matter.

Maybe it's time for an undercover boss episode at the call center.

Not praising GS,I have other towing for my stuff, but try calling for any road service on a busy holiday or even during winter in the snow country and see how long it can take. And even CN has had problems,but GS could take lessons from them.
Ralph_Cramden
Explorer II
Sep 03, 2018
jetboater454 wrote:
I think the biggest problem with roadside help is the program/training they get. It's essentially the same theory as 911,but without the training.

Sometimes when they punch up your location it may show someone that is 100 miles away at the top of the list,so they click on that. Kind of like google,may not even pertain to your problem. And also don't forget we have motorhomes,trailers,5th wheels ect,that a lot of tow companies can't or wont deal with due to insurance and our sue happy society.

I run into the same problems with a break down in my semi and our dispatch has national fleet towing/repair accounts. Have had a little tow truck show up to tow 80,000 lbs. The guy thought he was going to tow a pickup truck. Somewhere between the call to the company and tow dispatch the person at the tow company forgot it was a big rig.

We as a society want every thing right now and done right. ME FIRST. Sometimes we are not the only call the call center gets,but we think we are.

So they advertise and charge for a service that caters to the RV owner but a purchaser should forgive them for lack of or poor training, consistently poor service, etc etc etc? Ok. It has nothing to do with me first.

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