Deeply discouraged with GOOD SAM from the help of our roadside assistance coverage. Being a member for 9 years we finally needed them badly. On Sunday April 8, 2017...( Yes....'SUNDAY').....Our Class A engine completely shut off ...while driving north on I-81 (we now know it is the fuel pump) and we had to coast to a stop on the shoulder at exit 114 Christiansburg VA.We called Good Sam for a help as we are now completely disabled. I know Good Sam tried to help, but the last call from them was 'I'm sorry but you are on your own as no one in your area works on Sunday's. please call 911 for help"That's exactly what we did, the police sent a tow truck at a flat rate for a Sunday 3 hours @ time and a half. After a cost of $1400.00, one exit later (yes...ONE!) they towed us to the nearest campground and that's where we spent the night. We believe Good Sam did not want to pay that exuberant price and left that to us.Good Sam did come to the plate next morning (Monday) and got us a tow to the nearest Cummin's dealer.I'm only writing this as a precaution for your travels on Sunday's. One last thing was both tow truck drivers commented that they did not like to deal with Good Sam. This has been a painful experience. Thankyou for reading. 2009 Tiffin Phaeton37' deisel pusher towingThankyou for the positive responses so far. RVEr's are the best! I don't know how to reply on here as this is new to me... but will certainly publish my outcome. We will touch base with Good Sam and we do not blame the girl who helped us on that Sunday. She was quite polite, we just see it as we needed a tow and that's why we have RA....and... is there really ever a convenient time to break down? (Humour)

Call them today and send THEM the bill. It's at least worth a shot. Through the years they have been really good for us. They may work with you, at least it is worth a try.

Hello 9yearMember - Thank you for your post. I apologize that we were unable to assist you in your time of need. I would like to discuss with you further if you could send me a private message with your best contact phone #.Thanks in advance.

Independent contractors are just that, independent. I had trouble with my car and called Good Sam. I had to walk two miles to find a place with cell service. They dispatched a tow truck, gave me an estimated time and I returned to my vehicle. Two hours later I walked back to cell service and called to find out what had happened. The excuse was the provider got tied up on another call and would be late. I asked for the name of the provider so I could file a complaint. I called AAA for service and was given a time for the provider to arrive. I asked the name of the provider - it was the same provider. I called a friend who brought a chain and towed me four miles back home. It is not GS. It is the providers that are the problem. The person answering your call for help can only do so much to find a provider.

We had an experience with GSRA where they were unable to find an available contractor to tow us on New Years. Ultimately, they told us to find a tow and send them the invoice for reimbursement. It all came out OK. We were just glad to be back on the road after the local repair shop towed us and fixed our vehicle within 3-4 hours time. My experience is that, if you remain calm and reasonable, they will work with you. If you become irate or abusive because of frustration or fear, they quite naturally become less cooperative.

9yearMember wrote:Deeply discouraged with GOOD SAM from the help of our roadside assistance coverage. Being a member for 9 years we finally needed them badly. On Sunday April 8, 2017...( Yes....'SUNDAY').....Our Class A engine completely shut off ...while driving north on I-81 (we now know it is the fuel pump) and we had to coast to a stop on the shoulder at exit 114 Christiansburg VA.We called Good Sam for a help as we are now completely disabled. I know Good Sam tried to help, but the last call from them was 'I'm sorry but you are on your own as no one in your area works on Sunday's. please call 911 for help"That's exactly what we did, the police sent a tow truck at a flat rate for a Sunday 3 hours @ time and a half. After a cost of $1400.00, one exit later (yes...ONE!) they towed us to the nearest campground and that's where we spent the night. We believe Good Sam did not want to pay that exuberant price and left that to us.Good Sam did come to the plate next morning (Monday) and got us a tow to the nearest Cummin's dealer.I'm only writing this as a precaution for your travels on Sunday's. One last thing was both tow truck drivers commented that they did not like to deal with Good Sam. This has been a painful experience. Thankyou for reading. 2009 Tiffin Phaeton37' deisel pusher towingI think your guess about why they left you on your own is exactly right. This is what I have worried about driving the Alaska Highway (twice this year). After 8 years as a customer (or even 6 months) this kind of treatment is beyond the pale.I hope you get reimbursed. Please let us know the outcome.And if they DO NOT reimburse you fully I will cancel my RS with them and go to AAA or coachnet.

Platinum RA 9 yr member not helped on a Sunday | Good Sam Community

44 Replies

bfast54
Explorer
Apr 21, 2017
darsben1 wrote:
fulltimedaniel wrote:
9yearMember wrote:
Deeply discouraged with GOOD SAM from the help of our roadside assistance coverage. Being a member for 9 years we finally needed them badly. On Sunday April 8, 2017...( Yes....'SUNDAY').....
Our Class A engine completely shut off ...while driving north on I-81 (we now know it is the fuel pump) and we had to coast to a stop on the shoulder at exit 114 Christiansburg VA.
We called Good Sam for a help as we are now completely disabled. I know Good Sam tried to help, but the last call from them was 'I'm sorry but you are on your own as no one in your area works on Sunday's. please call 911 for help"

That's exactly what we did, the police sent a tow truck at a flat rate for a Sunday 3 hours @ time and a half. After a cost of $1400.00, one exit later (yes...ONE!) they towed us to the nearest campground and that's where we spent the night. We believe Good Sam did not want to pay that exuberant price and left that to us.

Good Sam did come to the plate next morning (Monday) and got us a tow to the nearest Cummin's dealer.
I'm only writing this as a precaution for your travels on Sunday's. One last thing was both tow truck drivers commented that they did not like to deal with Good Sam. This has been a painful experience.

Thankyou for reading.

2009 Tiffin Phaeton
37' deisel pusher towing

I think your guess about why they left you on your own is exactly right. This is what I have worried about driving the Alaska Highway (twice this year). After 8 years as a customer (or even 6 months) this kind of treatment is beyond the pale.

I hope you get reimbursed. Please let us know the outcome.

And if they DO NOT reimburse you fully I will cancel my RS with them and go to AAA or coachnet.

Good luck with AAA IMO you will be worse off as AAA is not a national organization and not all areas offer RV coverage. SO in certain areas you would also be on your own to find service.

I am going to disagree very much with your statement about AAA

just after I bought my truck (I bought it from a private owner )...the clutch went out in (it turns out the company that put the clutch in put the wrong size )...anyway I'm a RV Platinum member ......the highest level of Triple AAA..they sent a flatbed for my Dually Crew truck--- and a big tow truck for my fifth wheel .....Hauled me to a spot on the lake and it did not cost me an additional dime !!!!!!!!
So there is the reply to your story about your point--- I am thrilled by AAA
Bruce_Brown
Moderator
Apr 21, 2017
It doesn't seem they clarified it much, does it???
Good_Sam_Care_T
Explorer II
Apr 21, 2017
Noel,

The comment from Bruce Brown provides information regarding Good Sam Roadside coverage. More information can be found at the link below if you have further questions regarding coverage or the available Good Sam Roadside plans.

Good Sam Roadside Assistance

Thanks,
Stacy
Good Sam Care Team
Bruce_Brown
Moderator
Apr 21, 2017
Noel wrote:
Bruce Brown wrote the brochure states "one tow per breakdown". I don't have my GSERS file handy, but I did ask GS about this and was told "Yes, more than one tow is OK for the same incident"

I will check my paperwork....but would GSERS please post the correct info...

Here is exactly what it says;

Our 24-hour, 365 days-a-year dispatch center is available with one toll-free call. There are no pre-set mileage or dollar limits. When you call for service, Good Sam pays 100% of the towing fees for the delivery of your vehicle to the nearest independent professional service center capable and willing to repair your vehicle. However, you must request disablement assistance through our telephone dispatch center within 24 hours of the disablement. If you make any request for your vehicle to be taken to a location other than the nearest professional service center, including your home, the mileage fee (for the distance in excess of the nearest licensed repair center)) will be at your expense.

If you request to be towed to a location other than the nearest professional service center, as described above, you will not be entitled to any additional towing services for the same disablement. A request for a tow to your home would also
require additional payment if that distance exceeds the distance to the nearest professional service center.

The mileage fees for any excess mileage and the fees for additional towing services will be determined and billed directly by the independent service provider at the time of disablement, and all payment of that additional mileage fee or additional towing service fee will be paid by member directly to the service provider.

My question was in the case of the OP; they towed him to the repair center from the campground - are they going to pay for the tow to the campground too? It's way too grey to determine. It will be interesting to see how the GS rep responds.

One thing that is in the brochure that we know isn't accurate;

One quick call takes care of everything – from towing to changing a flat tire to emergency fuel delivery and so much more, as provided for in this brochure.

One long call from the OP didn't take care of anything. :B
Good_Sam_Care_T
Explorer II
Apr 21, 2017
Noel,

Thank you for contacting Good Sam. I am looking into this for you and have reached out to our Roadside team so I can provide you with accurate information regarding the number of tows allowed for an incident.

Thanks,
Stacy
Good Sam Care Team
Noel
Explorer
Apr 21, 2017
Bruce Brown wrote the brochure states "one tow per breakdown". I don't have my GSERS file handy, but I did ask GS about this and was told "Yes, more than one tow is OK for the same incident"

I will check my paperwork....but would GSERS please post the correct info...
delwhjr
Explorer
Apr 21, 2017
fulltimedaniel wrote:

That's very interesting. And what it seems to break down to after the Police calls is economic in descending order of how much it will pay.

And if this is accurate then really as a customer we should be informed BEFORE we buy the road service that any given tow company has the right to decline the service call and thus leave us or in this case the OP stranded. But I fear GSE and all the other Road Service companies corporate ears are closed to this.

I strongly suggest you follow this link to Consumer Affairs to see why GSE want these complaints to come to this site/forum. It makes interesting reading.

ConsumerAffairs-GSE Road Service

I think it's time for a bit more openness and clarity on the part of all of these companies about how this service is really structured. Would it not be better for them to admit this upfront and just promise to pay for the Police or private call to the tow company?

That would certainly satisfy me on this issue and make me a happier customer for sure.

I am very suspect of the review site listed. After reviewing the site it was very interesting that the only company they have as "accredited" is also the company they carry an advertisement for. Even the BBB with their pay to play accreditation does not allow them to advertise on the BBB site.
It is also interesting to see GSRA ahead of AAA and it is the first one that allows RV tow.
I doubt very seriously that tow companies would agree to a contract that would not give them a right of refusal. It would give the other company too much control over their business. The public safety agreement probably goes hand in hand with the fact they have to get permits from them.
GSRA does tell you that they contract with third parties which would indicate someone else has some control over the results.
Lantley
Nomad
Apr 21, 2017
fulltimedaniel wrote:
delwhjr wrote:
I decided to see if I could find out how tow companies prioritize their calls. I called a friend who is a principal owner of a towing service and asked him to elaborate. He told me they take calls on the following priority:
Public Safety - Emergency/Dangerous
Individuals - danger
Individuals - non-danger
Public Safety - non emergency
Insurance Companies
Private Tow (Business Tow away zones)
Roadside Assistance Companies

He said their agreement with public safety is they have to come if called. Their agreement with all others is on an agreed time/distance/time of day for the tow. He also said they have the right to decline a request from all but the public safety calls. He said his agreement is the same for all of the assistance companies and he doesn't have a preference for which. Although he did say the insurance company calls are the best paying.
This was for his company but he did say it was pretty much the same for others.

That's very interesting. And what it seems to break down to after the Police calls is economic in descending order of how much it will pay.

And if this is accurate then really as a customer we should be informed BEFORE we buy the road service that any given tow company has the right to decline the service call and thus leave us or in this case the OP stranded. But I fear GSE and all the other Road Service companies corporate ears are closed to this.

I strongly suggest you follow this link to Consumer Affairs to see why GSE want these complaints to come to this site/forum. It makes interesting reading.

ConsumerAffairs-GSE Road Service

I think it's time for a bit more openness and clarity on the part of all of these companies about how this service is really structured. Would it not be better for them to admit this upfront and just promise to pay for the Police or private call to the tow company?

That would certainly satisfy me on this issue and make me a happier customer for sure.

Really I don't see the need to reviews all the various agreements.
90% of the tows occur at normal business times and are cut and dry.
If I am able to get $500.00 tow for a $100.00 membership fee I'm happy.
I don't need to review the books or see what everyone else is paying. I try to travel during daylight hours in an effort to avoid precarious scenarios if possible.
Nevertheless I know there are lots of pitfalls and I don't expect a tow truck to be there within an hour or any set time regardless of the advertisement.
I know it will be luck of the draw.
My other option is to have no tow coverage save my annual dues and deal with it on my own.
In the end I'll take the coverage with alls of its shortcomings and cross my fingers.
I understand the tow drivers are in it to make a profit and that they will take a more lucrative call over my budget price tow every time.
If I want express instant service I can pick up the phone and dial direct and pay direct without the benefit of the roadside plans discount. Of course that assumes I know who to call at all times.
olfarmer
Explorer II
Apr 21, 2017
I hope the OP will tell us how he comes out as far as if he gets paid or not. I have been very satisfied with GS ERS, I was towed 3 times in 4 days by GS. The first was a 70 mile tow to an RV dealer that did not fix the problem. They replaced a fuse and the motorhome ran 2 more days and then quit again. I called and they said they would arrange at tow for me but I would have to pay because it was a pre existing problem. It was on a Sunday evening and they got me towed to a campground for the night, then they towed me to a GM dealer the next day. I paid for this service and then filed a complaint that the first place they took me did not fix the problem so it was their fault that it quit again. I was reimbursed for the last 2 tows in full. The problem was that it was a defective fuel pump that blew the fuse. The second operator told me that I could explain the problem in my complaint and ask to be paid. I think that was very fair service! I know there can be problems getting a tow but it pays to try and resolve the problem with them after the fact.
fulltimedaniel
Explorer
Apr 21, 2017
delwhjr wrote:
I decided to see if I could find out how tow companies prioritize their calls. I called a friend who is a principal owner of a towing service and asked him to elaborate. He told me they take calls on the following priority:
Public Safety - Emergency/Dangerous
Individuals - danger
Individuals - non-danger
Public Safety - non emergency
Insurance Companies
Private Tow (Business Tow away zones)
Roadside Assistance Companies

He said their agreement with public safety is they have to come if called. Their agreement with all others is on an agreed time/distance/time of day for the tow. He also said they have the right to decline a request from all but the public safety calls. He said his agreement is the same for all of the assistance companies and he doesn't have a preference for which. Although he did say the insurance company calls are the best paying.
This was for his company but he did say it was pretty much the same for others.

That's very interesting. And what it seems to break down to after the Police calls is economic in descending order of how much it will pay.

And if this is accurate then really as a customer we should be informed BEFORE we buy the road service that any given tow company has the right to decline the service call and thus leave us or in this case the OP stranded. But I fear GSE and all the other Road Service companies corporate ears are closed to this.

I strongly suggest you follow this link to Consumer Affairs to see why GSE want these complaints to come to this site/forum. It makes interesting reading.

ConsumerAffairs-GSE Road Service

I think it's time for a bit more openness and clarity on the part of all of these companies about how this service is really structured. Would it not be better for them to admit this upfront and just promise to pay for the Police or private call to the tow company?

That would certainly satisfy me on this issue and make me a happier customer for sure.

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Platinum RA 9 yr member not helped on a Sunday

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