My Experience
Yesterday I used Good Sam Road Assistance for the first time. What started out as a bit of a troublesome experience turned out to be a very positive experience.
Let me explain some.
On June 19th we were driving from Denton, TX to Houston when all of sudden the check engine light came on. Engine then went into derate mode, maximum 35 -40 MPH. Pulled off the highway, read fault code, “low fuel pressure delivery”. Shut off engine, restarted all OK? Continued to Houston RV Park. 2 miles before the RV Park, again went into derate with light on. Made it to the park. In the park, stalled out.
Called Freightliner and earliest they could get us in was August 24th!!
Changed the fuel filters, same result, changed Fuel Pressure Regulator, same result. Called a mobile service tech out, said bad fuel pump and possible injectors…$6,000 dollars plus..rough estimate he said. Worst case 8,500 dollars.
Called Caterpillar in Houston and explained situation. Said he could get me in on July 25th,a week after calling him. Good news! Said it could be a few things. He said small shops like to replace the pump right off the bat.
Called GSRA a week before scheduled service at CAT and went through the hoops of answering questions, put on hold, back on, hold, back on asking questions like did you check the oil? Back on hold, can you start it? Back on hold, I was frustrated I wanted it to go to Caterpillar on Monday July 25th. GSRA said they will tow to the closes repair center approved by them. I hung up saying I will take care myself I was so frustrated.
Called around and a tow bill would be 1,500 dollars, for 30 miles in Houston!
Finally I called back on Friday to GSRA. I think I got the same service rep. I think he remembered my frustration. I asked a few questions to him to understand their process. He explained it to me.
1. They try to determine if the vehicle actually needs to be towed. They ask for symptoms and I think they must talk to a mechanic while you are holding. (I feel they should explain this to you in advance. Something like “let me hear some of the symptoms, we will talk to a mechanic and see if we can get you going without a tow”)
2.Next, they claim they found a mechanic closer to Caterpillar to fix my coach. This is where they will tow it to. I asked for their credentials, they said they were approved by GSRA? No name of mechanic or shop. They said it was 15 miles away and if I wanted to go to CAT, I would have to pay the difference. The CAT dealer and Freightliner are the only authorized dealers in Houston confirmed by CAT. (I feel this needs to be explained sooner in the process. The way it is delivered by the service rep was more like “we can tow you there as part of your coverage then you are on your own. “ I suggest, “your coverage covers you to the nearest service center at xxmiles and you would need to pay xx if you want to go to CAT.”
3. Lastly, you cannot schedule a tow until you are ready to be towed. No appointments. I understand this, but should be known from the beginning. When all the recordings are going, they should have a message that states “we do not schedule tows. If you need a tow at a later date, please call then” In a non emergency you need to allow 3 hours for the tow to show up.
So once I understood the process, things became quite easy and trouble free. I called GSRA at 6am on July 25th. Told them I need to be towed to Caterpillar and I was paying the difference of the 15 miles from their preferred supplier. I told them a mechanic had already determined it un-operateable. My cost would be 385 dollars they told me. Once I hung up, the tow service called, gave me the tow drivers number, estimated ETA etc. Tow truck showed up at 8:30 AM. Extremely knowledgeable on RV (40 foot diesel pusher) handled with extreme care. Good spirit and good service mind. We were off to CAT.
Once at CAT, the driver explained he cannot attach the driveshaft per company rules. CAT said that was normal as it should be torque etc.
Cat checked everything out and found a loose fuel line taking in air. Repair bill 520 dollars. (they checked the pump, and had to trace the air leak to the tank) he said their goal is the maintain the reputation of CAT and their parts. These things with proper maintenance will run forever. A used Huei Pump sells for 800 dollars so some small shops always want to replace the pump and sell your old pump. 80% of all pumps are sold to non certified CAT service techs.
I hope I don’t need to use my GSRA again, but if I do, I now understand their process. I hope this can bring calm to others first call.
Let me explain some.
On June 19th we were driving from Denton, TX to Houston when all of sudden the check engine light came on. Engine then went into derate mode, maximum 35 -40 MPH. Pulled off the highway, read fault code, “low fuel pressure delivery”. Shut off engine, restarted all OK? Continued to Houston RV Park. 2 miles before the RV Park, again went into derate with light on. Made it to the park. In the park, stalled out.
Called Freightliner and earliest they could get us in was August 24th!!
Changed the fuel filters, same result, changed Fuel Pressure Regulator, same result. Called a mobile service tech out, said bad fuel pump and possible injectors…$6,000 dollars plus..rough estimate he said. Worst case 8,500 dollars.
Called Caterpillar in Houston and explained situation. Said he could get me in on July 25th,a week after calling him. Good news! Said it could be a few things. He said small shops like to replace the pump right off the bat.
Called GSRA a week before scheduled service at CAT and went through the hoops of answering questions, put on hold, back on, hold, back on asking questions like did you check the oil? Back on hold, can you start it? Back on hold, I was frustrated I wanted it to go to Caterpillar on Monday July 25th. GSRA said they will tow to the closes repair center approved by them. I hung up saying I will take care myself I was so frustrated.
Called around and a tow bill would be 1,500 dollars, for 30 miles in Houston!
Finally I called back on Friday to GSRA. I think I got the same service rep. I think he remembered my frustration. I asked a few questions to him to understand their process. He explained it to me.
1. They try to determine if the vehicle actually needs to be towed. They ask for symptoms and I think they must talk to a mechanic while you are holding. (I feel they should explain this to you in advance. Something like “let me hear some of the symptoms, we will talk to a mechanic and see if we can get you going without a tow”)
2.Next, they claim they found a mechanic closer to Caterpillar to fix my coach. This is where they will tow it to. I asked for their credentials, they said they were approved by GSRA? No name of mechanic or shop. They said it was 15 miles away and if I wanted to go to CAT, I would have to pay the difference. The CAT dealer and Freightliner are the only authorized dealers in Houston confirmed by CAT. (I feel this needs to be explained sooner in the process. The way it is delivered by the service rep was more like “we can tow you there as part of your coverage then you are on your own. “ I suggest, “your coverage covers you to the nearest service center at xxmiles and you would need to pay xx if you want to go to CAT.”
3. Lastly, you cannot schedule a tow until you are ready to be towed. No appointments. I understand this, but should be known from the beginning. When all the recordings are going, they should have a message that states “we do not schedule tows. If you need a tow at a later date, please call then” In a non emergency you need to allow 3 hours for the tow to show up.
So once I understood the process, things became quite easy and trouble free. I called GSRA at 6am on July 25th. Told them I need to be towed to Caterpillar and I was paying the difference of the 15 miles from their preferred supplier. I told them a mechanic had already determined it un-operateable. My cost would be 385 dollars they told me. Once I hung up, the tow service called, gave me the tow drivers number, estimated ETA etc. Tow truck showed up at 8:30 AM. Extremely knowledgeable on RV (40 foot diesel pusher) handled with extreme care. Good spirit and good service mind. We were off to CAT.
Once at CAT, the driver explained he cannot attach the driveshaft per company rules. CAT said that was normal as it should be torque etc.
Cat checked everything out and found a loose fuel line taking in air. Repair bill 520 dollars. (they checked the pump, and had to trace the air leak to the tank) he said their goal is the maintain the reputation of CAT and their parts. These things with proper maintenance will run forever. A used Huei Pump sells for 800 dollars so some small shops always want to replace the pump and sell your old pump. 80% of all pumps are sold to non certified CAT service techs.
I hope I don’t need to use my GSRA again, but if I do, I now understand their process. I hope this can bring calm to others first call.
