My first time calling Good Sam Roadside Service
We paid for a 3 year membership up front. We are just over 2 years in and it's our FIRST TIME EVER to call them for assistance. Here's how it went.
Here is my Customer Service experience with Good Sam Road Service. I called MONDAY to arrange for a tow truck to pick up our car to haul it to Idaho Falls because we have a flat tire and NO spare. The tires are 'Run Flats'. BUT NOT for 45 miles to Idaho Falls. SO after going around in circles with Customer Service on Monday it was determined that NO service center close to us HAD our tires on hand. I told them that at the beginning of the call as these tires were ORDERED for us ... I had spent HOURS calling 6 difference places asking if they had these tires in stock. OK ... that much has been ascertained.
I am then told that YES, our tow IS COVERED 100%, an appointment has been made for WEDS (day tires will be delivered to BMW), tow truck will arrive at our house on WEDS 1:30 p.m, driver will call at 12:30 pm and advise he's on his way/get directions, etc.. PLENTY of time to get to my 3pm appt. with BMW.
WEDS 12:45 I call Good Sam Road Service and ask "why hasn't the tow truck driver phoned?" Cus Svc Agent "Because we have to set up your service". ME: 'No ... I have an appt. with an appt. # and the driver was to call US at 12:30 pm and BE HERE at 1:30 pm". "It is now 12:50pm and we need to get the tow truck here ... I have a 3pm appt. with BMW to install my tires". Cus Svc Agent "Your appt. and appt. # mean nothing and there IS NO TOW SERVICE SCHEDULED FOR YOU". NOW ... lets determine who is the closest repair center and see if they have your tires in stock" ????
I explain that I did ALL OF THIS on MONDAY ... to avoid EXACTLY what was happening TODAY! Cus Svc Agent says he can NOT give us 100% coverage on the tow and it will cost us $4 a mile beyond their approved mileage. I ask what is the approved mileage? "Well ... it isn't a set mileage ... its just the nearest service center to your location". oh for crying out loud ... I WENT THROUGH THIS ALREADY!
He comes back on the line and says ... "Mrs. Warren ... I read the notes on your account ... it states here you DO have 100% coverage for this tow because NO ONE in the area has these tires." OK
It is 1:10 pm and cus svc agent says the tow truck will be there at 2:30 pm. ??? He then goes on to say "I know you said you have to be somewhere at 3pm ... I'll advise the driver to do a 'no one at home' pick up of your car". ??? Again ... what? R U Kidding me? Not a snowball's chance is someone picking up our car without us getting documentation that said tow truck has our BMW 650i convertible. I corrected the cus svc agent and told him ... again ... "No, I don't have an appt. elsewhere. I have to be AT BMW AT 3pm for MY appt. to get MY tires put on". Get it? My car is getting towed due to a flat tire ... I have an appt. for NEW TIRES to be put on the car. Cus Svc Agent said "Please hold while I call BMW and tell them you won't make that appt." "NO! I will call them and go from there".
This experience has been SO HORRIBLE for my FIRST TIME EVER using Good Same Roadside Service. I was a member of AAA for about 26 years ... and NEVER have I experienced anything so twisted and uninformed and uneducated and simply NOT anywhere close to offering service to the customer.
Here is my Customer Service experience with Good Sam Road Service. I called MONDAY to arrange for a tow truck to pick up our car to haul it to Idaho Falls because we have a flat tire and NO spare. The tires are 'Run Flats'. BUT NOT for 45 miles to Idaho Falls. SO after going around in circles with Customer Service on Monday it was determined that NO service center close to us HAD our tires on hand. I told them that at the beginning of the call as these tires were ORDERED for us ... I had spent HOURS calling 6 difference places asking if they had these tires in stock. OK ... that much has been ascertained.
I am then told that YES, our tow IS COVERED 100%, an appointment has been made for WEDS (day tires will be delivered to BMW), tow truck will arrive at our house on WEDS 1:30 p.m, driver will call at 12:30 pm and advise he's on his way/get directions, etc.. PLENTY of time to get to my 3pm appt. with BMW.
WEDS 12:45 I call Good Sam Road Service and ask "why hasn't the tow truck driver phoned?" Cus Svc Agent "Because we have to set up your service". ME: 'No ... I have an appt. with an appt. # and the driver was to call US at 12:30 pm and BE HERE at 1:30 pm". "It is now 12:50pm and we need to get the tow truck here ... I have a 3pm appt. with BMW to install my tires". Cus Svc Agent "Your appt. and appt. # mean nothing and there IS NO TOW SERVICE SCHEDULED FOR YOU". NOW ... lets determine who is the closest repair center and see if they have your tires in stock" ????
I explain that I did ALL OF THIS on MONDAY ... to avoid EXACTLY what was happening TODAY! Cus Svc Agent says he can NOT give us 100% coverage on the tow and it will cost us $4 a mile beyond their approved mileage. I ask what is the approved mileage? "Well ... it isn't a set mileage ... its just the nearest service center to your location". oh for crying out loud ... I WENT THROUGH THIS ALREADY!
He comes back on the line and says ... "Mrs. Warren ... I read the notes on your account ... it states here you DO have 100% coverage for this tow because NO ONE in the area has these tires." OK
It is 1:10 pm and cus svc agent says the tow truck will be there at 2:30 pm. ??? He then goes on to say "I know you said you have to be somewhere at 3pm ... I'll advise the driver to do a 'no one at home' pick up of your car". ??? Again ... what? R U Kidding me? Not a snowball's chance is someone picking up our car without us getting documentation that said tow truck has our BMW 650i convertible. I corrected the cus svc agent and told him ... again ... "No, I don't have an appt. elsewhere. I have to be AT BMW AT 3pm for MY appt. to get MY tires put on". Get it? My car is getting towed due to a flat tire ... I have an appt. for NEW TIRES to be put on the car. Cus Svc Agent said "Please hold while I call BMW and tell them you won't make that appt." "NO! I will call them and go from there".
This experience has been SO HORRIBLE for my FIRST TIME EVER using Good Same Roadside Service. I was a member of AAA for about 26 years ... and NEVER have I experienced anything so twisted and uninformed and uneducated and simply NOT anywhere close to offering service to the customer.
