Poor customer service and overcharged!

Last Friday we experienced our first use of the RV Roadside service after paying for the service for numerous years. After a long hold period we finally reach a rep to inform them we had a tire failure which tore up several parts in our exhaust system. The rep. Told us they would locate a tire and call back. My husband stressed we would also need someone who would be able to cut off the exhaust parts which were detached and dragging. When the rep called back to inform us they were sending someone out (within 10 miles from our location) we were told the tire would be $600+ dollars. We authorized the charge (not a lot of options but felt the price was extremely high and unreasonable) and my husband again ask if they would be able to remove the damaged exhaust parts and was told yes. When the service person arrived they started work on the tire replacement but said they had nothing on the work order about cutting off the exhaust! Husband called GS again and was told again that they would contact the dispatched co to authorize the exhaust cutoff. We informed the repairman of this. He proceeded to cut off the parts (with a cutting torch on his truck). Took him all of 5 minutes. On Saturday the tire repair company called us and told us GS did not authorize the work and we needed to pay! Husband again called GS and was told they did not authorize the "labor and parts", we should not have told the co. to do the work and we now owed an additional fee of $200+ dollars for the service. We protested and ask for a itemized billing of the service provided. We were told we could not have an itemized billing and were responsible for the rate charge for mechanical service. After much frustration and extremely rude communication from the GS contractor (yes, they sub-contract their call service) we gave them the credit card to Bill the additional amount. We did not feel we had any choice. We felt harassed and extorted and they would not allow us to speak to a higher authority. We ended up paying close to $900 for this horrible experience. Husband called up GS and cancelled our service. Told them why and they said someone would call us on Monday. Not surprised to say no one called. Reasonable costs for our tire would be in the $300 to $400 range. $200+ for 5 minutes of cutting torch work is theft!

Roadside Assistance

1968mooney
Explorer
Oct 03, 2015
mtrumpet wrote:
BTW, a question for those who advocate carrying an unmounted spare tire...Where do you carry your unmounted spare? My tires are 36" in diameter (OD). Just one of my tires in one of my basement bays would consume almost the entire bay. I know this because I had to transport two of them home once, and it took up a good portion of my storage area. What about those who use a different size steer tire than those on the rear duels?

I rv'ed for 3 yrs in a 2005 HR Ambassador 36 ft. I carried a mounted spare in the slide out compartment. I turned the wheel upside down and filled the center with things I normally carried in that compartment. Was never without a spare and never had to use it.
TropicalRV
Explorer
Oct 03, 2015
RandACampin wrote:
Why is there such a trend in America of people refusing to accept responsibility for their own actions?

Just look at Washington.
mtrumpet
Explorer
Sep 21, 2015
BTW, a question for those who advocate carrying an unmounted spare tire...Where do you carry your unmounted spare? My tires are 36" in diameter (OD). Just one of my tires in one of my basement bays would consume almost the entire bay. I know this because I had to transport two of them home once, and it took up a good portion of my storage area. What about those who use a different size steer tire than those on the rear duels?
mtrumpet
Explorer
Sep 21, 2015
SLWNM wrote:
Update - made contact with GS this week. They reviewed the issues and agreed that this call was not handled correctly and their call center messed up. They apologized for the problems and agreed to refund the $215+. They also ask us to accept a reinstatement of our GS RS contract on them. GS made good on their promise to help resolve this. They took responsibility for the poor customer service given by the third party provider and their call center error. We truly appreciate that they took ownership and commend them for their quick action. I believe that this post is the reason action was taken. I say this because when we called to cancel the service we described the event and our dissatisfaction. We were told someone would call us the next business day. That didn't happen. The day after my post here we got a response and action. Frank from Customer Care was a real professional. We appreciate that GS provides this site to voice concerns and acted quickly to resolve them. We are awaiting the refund, will begin carrying a spare ?? and have renewed faith and appreciation to GS RS! Thank you!

Seems to me that GS made good resolve of this issue and in the process, "They took responsibility for the poor customer service given by the third party provider and their call center error." Kudo's to GS for offering a resolution to the issue.
TinyoneRV
Explorer
Sep 21, 2015
DTA, I've had GSRA for at least 5 years and all I've ever gotten is a brochure. Am I supposed to have a contract of some sort?
DownTheAvenue
Explorer
Sep 20, 2015
TinyoneRV wrote:
Many of these complaints would be avoided if the users would simply read the brochure and be familiar with the benefits.

The brochure is the LAST place to get information and an understanding of the services offered. The contract is the document that one should read and understand. That sales brochure is hype to get you to part with your money.
Good_Sam_Care_T
Explorer
Sep 19, 2015
SLWNM,
Glad we were able to make this right and I appreciate you taking the time to update the forum on the resolution.

Safe travels,
Tom
SLWNM
Explorer
Sep 19, 2015
Update - made contact with GS this week. They reviewed the issues and agreed that this call was not handled correctly and their call center messed up. They apologized for the problems and agreed to refund the $215+. They also ask us to accept a reinstatement of our GS RS contract on them. GS made good on their promise to help resolve this. They took responsibility for the poor customer service given by the third party provider and their call center error. We truly appreciate that they took ownership and commend them for their quick action. I believe that this post is the reason action was taken. I say this because when we called to cancel the service we described the event and our dissatisfaction. We were told someone would call us the next business day. That didn't happen. The day after my post here we got a response and action. Frank from Customer Care was a real professional. We appreciate that GS provides this site to voice concerns and acted quickly to resolve them. We are awaiting the refund, will begin carrying a spare ?? and have renewed faith and appreciation to GS RS! Thank you!
1968mooney
Explorer
Sep 16, 2015
Vulcan Rider wrote:
SLWNM wrote:
For what it is worth my husband does not recall that we were ever offered a tow to the nearest service center.

Of course not. That is not surprising in the least.....as sending out a tow truck capable of towing a motorhome would certainly have cost them a LOT more than what was actually done.

I suspect that the "service reps" are trained to offer a tow only as an absolute last resort......even though the "contract" plainly lists that as an option. It does NOT say who gets to make that call.

Very happy that things got worked out to OP's satisfaction. :@
Vulcan_Rider
Explorer
Sep 16, 2015
SLWNM wrote:
For what it is worth my husband does not recall that we were ever offered a tow to the nearest service center.

Of course not. That is not surprising in the least.....as sending out a tow truck capable of towing a motorhome would certainly have cost them a LOT more than what was actually done.

I suspect that the "service reps" are trained to offer a tow only as an absolute last resort......even though the "contract" plainly lists that as an option. It does NOT say who gets to make that call.