We had our first experience with Good Sam Roadside Assistance. We have the Platinum + plan. Serpentine belt wheel came off and threw the belt and cased some additional damage thrashing the pully around. Consequently we had no power steering, charging, and coolant flow. We were 6 miles east of Brush Colorado on Hwy 34. Called GS Roadside Assistance. On and off 45 mins on hold. 3 hours later the tow truck showed up. Told dispatcher it was under warranty and needed to go to the closest Dodge/Cummins Dealer. Truck got towed 7 miles to neither a Dodge nor Cummins facility. Now I need to make other arrangements to tow it again to a facility that can actually make the necessary repairs. I'm not satisfied. I'm looking elsewhere.

I have roadside assistance from my insurance company, cheaper too. And they tow up to 100 miles where I want. You might want to check around. Good luck

This is where reading the fine print is important. GSRA and Coachnet both provide towing TO THE NEAREST REPAIR SHOP THAT AGREES TO TAKE THE VEHICLE. They pull up your location and start calling the nearest shops on their list until one agrees to take your vehicle.This works great if you don't have a preferred shop in the area, don't have a warranty, and it's not a holiday weekend.If you have a preferred shop - you can only be towed there if they get the service call and agree to take your vehicle.If you have a warranty - you can only be towed to the warranty approved shop if they get the service call and agree to take your vehicle.If it's a holiday weekend - the RA service will have an even more difficult time reaching a shop (most are closed and not answering the phone) and getting them to agree to take your vehicle.If you need to be able to take your vehicle to a specific shop, then you should get a service that doesn't locate the repair shop for you. For example, AAA will tow you anywhere you want - they have a limit of how many miles worth of towing you get for free, but if you're willing to pay to go further, they will tow you there.For me, both types have their benefits and both have their negatives. Having both and using the best one for each specific situation is the easiest way to success.

For the first time ever, Phaeton Place had to be towed last month due to throwing a serpentine belt. Coach Net dispatched a tow service to us and told us where they were to take us. The very competent man disconnected our drive shaft and did a great job. In the meantime, I called the place he was to take us to. It was an RV sales business and didn't have a regular mechanic. He suggested a truck repair place not far away. So I asked the tow driver if he would take us there instead. He said, "I will take you anywhere you want to go." The place we needed to go was not much farther, same exit I believe. But if we had gone to the first place, we would have had to be towed a second time at our expense. The tow was totally covered by CoachNet.Dale

Widows Son wrote:We had our first experience with Good Sam Roadside Assistance. We have the Platinum + plan. Serpentine belt wheel came off and threw the belt and cased some additional damage thrashing the pully around. Consequently we had no power steering, charging, and coolant flow. We were 6 miles east of Brush Colorado on Hwy 34. Called GS Roadside Assistance. On and off 45 mins on hold. 3 hours later the tow truck showed up. Told dispatcher it was under warranty and needed to go to the closest Dodge/Cummins Dealer. Truck got towed 7 miles to neither a Dodge nor Cummins facility. Now I need to make other arrangements to tow it again to a facility that can actually make the necessary repairs. I'm not satisfied. I'm looking elsewhere.

Good morning, I apologize for the bad experience. I am looking into your case and will be contacting you immediately.Thank you Rashad HunterOperation Supervisor

Poor Service | Good Sam Community

11 Replies

AmericalVette
Explorer
Jun 07, 2016
Widows Son wrote:
Update:
Spoke with Mr. Hunter. This situation has been resolved to my satisfaction. My truck is now at a facility that can actually make the repairs and under the warranty, rather than at a
"Wally & Goobers U-Pump-It".
Thank you Mr. Hunter.

So glad to see that it all worked out for you. "Widows Son" - I like that.... Are you a traveling man, traveling east perhaps?
GSRoadsideAssis
Explorer
Jun 07, 2016
Widows Son wrote:
Update:
Spoke with Mr. Hunter. This situation has been resolved to my satisfaction. My truck is now at a facility that can actually make the repairs and under the warranty, rather than at a
"Wally & Goobers U-Pump-It".
Thank you Mr. Hunter.

Good morning Mr. Lawlor,

I am glad that I was able to assist you. In the future if you have any questions, you have all of my contact information and you can call me at any point.

Thank you for being a valued member!

Rashad Hunter
Operations Supervisor
4X4Dodger
Explorer II
Jun 07, 2016
Widows Son wrote:
We had our first experience with Good Sam Roadside Assistance. We have the Platinum + plan. Serpentine belt wheel came off and threw the belt and cased some additional damage thrashing the pully around. Consequently we had no power steering, charging, and coolant flow. We were 6 miles east of Brush Colorado on Hwy 34. Called GS Roadside Assistance. On and off 45 mins on hold. 3 hours later the tow truck showed up. Told dispatcher it was under warranty and needed to go to the closest Dodge/Cummins Dealer. Truck got towed 7 miles to neither a Dodge nor Cummins facility. Now I need to make other arrangements to tow it again to a facility that can actually make the necessary repairs. I'm not satisfied. I'm looking elsewhere.

If the truck is still under warranty FCA Dodge will tow it for you. You are provided an 800 number in your new truck information. Road service is part of the warranty. And of course they tow it to the neares Dodge Dealer.

Last year when my 5.7Hemi lost it's rear axle outside of Cheyenne I called the closest Dodge dealer and they got me in touch with the road service folks. They towed my truck and trailer to a KOA and then my truck to the nearest Dodge Dealer.

And the whole thing was done professionally, quickly and I couldn't be happier.

Call the Dodge RS to get you out of that shop.
Widows_Son
Explorer
Jun 07, 2016
Update:
Spoke with Mr. Hunter. This situation has been resolved to my satisfaction. My truck is now at a facility that can actually make the repairs and under the warranty, rather than at a
"Wally & Goobers U-Pump-It".
Thank you Mr. Hunter.
Chopperbob
Explorer
Jun 05, 2016
Make sure they will change a inside duallie.
Some won't.
DownTheAvenue
Explorer
Jun 05, 2016
Widows Son wrote:
We had our first experience with Good Sam Roadside Assistance. We have the Platinum + plan. Serpentine belt wheel came off and threw the belt and cased some additional damage thrashing the pully around. Consequently we had no power steering, charging, and coolant flow. We were 6 miles east of Brush Colorado on Hwy 34. Called GS Roadside Assistance. On and off 45 mins on hold. 3 hours later the tow truck showed up. Told dispatcher it was under warranty and needed to go to the closest Dodge/Cummins Dealer. Truck got towed 7 miles to neither a Dodge nor Cummins facility. Now I need to make other arrangements to tow it again to a facility that can actually make the necessary repairs. I'm not satisfied. I'm looking elsewhere.

While the response time for the tow truck was not exemplary, a 3 hour wait in rural areas may not be excessive. However, your complaint about not being towed to the nearest Dodge dealer is not valid. You failed to read and understand the terms and conditions of your contract with Good Sam. They agreed to tow you to the nearest facility that can perform the necessary repairs. It appears they did just that!
GSRoadsideAssis
Explorer
Jun 05, 2016
Good morning, I apologize for the bad experience. I am looking into your case and will be contacting you immediately.

Thank you
Rashad Hunter
Operation Supervisor
GSRoadsideAssis
Explorer
Jun 05, 2016
Widows Son wrote:
We had our first experience with Good Sam Roadside Assistance. We have the Platinum + plan. Serpentine belt wheel came off and threw the belt and cased some additional damage thrashing the pully around. Consequently we had no power steering, charging, and coolant flow. We were 6 miles east of Brush Colorado on Hwy 34. Called GS Roadside Assistance. On and off 45 mins on hold. 3 hours later the tow truck showed up. Told dispatcher it was under warranty and needed to go to the closest Dodge/Cummins Dealer. Truck got towed 7 miles to neither a Dodge nor Cummins facility. Now I need to make other arrangements to tow it again to a facility that can actually make the necessary repairs. I'm not satisfied. I'm looking elsewhere.
Scottiemom
Nomad
Jun 05, 2016
For the first time ever, Phaeton Place had to be towed last month due to throwing a serpentine belt. Coach Net dispatched a tow service to us and told us where they were to take us. The very competent man disconnected our drive shaft and did a great job. In the meantime, I called the place he was to take us to. It was an RV sales business and didn't have a regular mechanic. He suggested a truck repair place not far away. So I asked the tow driver if he would take us there instead. He said, "I will take you anywhere you want to go." The place we needed to go was not much farther, same exit I believe. But if we had gone to the first place, we would have had to be towed a second time at our expense.

The tow was totally covered by CoachNet.

Dale
toedtoes
Explorer III
Jun 05, 2016
This is where reading the fine print is important. GSRA and Coachnet both provide towing TO THE NEAREST REPAIR SHOP THAT AGREES TO TAKE THE VEHICLE. They pull up your location and start calling the nearest shops on their list until one agrees to take your vehicle.

This works great if you don't have a preferred shop in the area, don't have a warranty, and it's not a holiday weekend.

If you have a preferred shop - you can only be towed there if they get the service call and agree to take your vehicle.

If you have a warranty - you can only be towed to the warranty approved shop if they get the service call and agree to take your vehicle.

If it's a holiday weekend - the RA service will have an even more difficult time reaching a shop (most are closed and not answering the phone) and getting them to agree to take your vehicle.

If you need to be able to take your vehicle to a specific shop, then you should get a service that doesn't locate the repair shop for you. For example, AAA will tow you anywhere you want - they have a limit of how many miles worth of towing you get for free, but if you're willing to pay to go further, they will tow you there.

For me, both types have their benefits and both have their negatives. Having both and using the best one for each specific situation is the easiest way to success.

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Poor Service

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