I was camping this past weekend (3/23 - 3/25) at a small campground in Pink Hill NC. We had rain late Saturday night, prior to our pulling out on Sunday morning. IMMEDIATELY, upon leaving our site (approx 50 ft.), our 37 foot motorhome got stuck in the soft soil. After trying what I could for 2 hours (digging, boards, gravel, rocking) I finally threw in the towel and decided to call for a tow. To my dismay, this was something that Good Sam would not support. Reason given was since I was not in my campsite, it was considered to be OFF ROAD, and towing was not covered in this situation. Sitting on a recognized county road, with each site in the campground being recognized in the 911 system for emergency service, but I cannot get a tow truck out to help me get out of the mud. After numerous times of being told no by the Service Rep, the best I could get out of the operator was a few possible contacts that I could call myself to arrange needed service. I had no idea that getting service within a campground would be denied due to it being classied as being OFF ROAD. With each towing representative being called, the first question was how they were going to be paid, looking for cash and not supporting credit card payments. Tows started from $300 to $500 with the possibility of going up from there. This was a weekend out, and I don't carry that type of cash as I have a Emergency Road Service to assist with handling this. So if I can't get service when I really need it, why do I need the service plan.

Gee, $300 to $500 cash isn’t that much now days. No credit card?

There always seems to be a hole for them to wiggle out of to deny service.50 feet from your camp site is considered off road.

That sucks, let's see how GS and Ella spins this one.

I believe I dated Ella years ago.

Any excuse to not do what they've been paid for. Spin away GS!!Please come back and update us. You'll have to start a new thread because GS is going to close this one FAST.

Road Side Assistance (towing) | Good Sam Community

29 Replies

Good_Sam_Care_T
Explorer II
Apr 06, 2018
Hello,

I am closing this topic due to lack of activity. Thank you for your time and participating. Please feel free to open a new thread on this topic in the future if you wish.

Thank you,
Ella
Good Sam Care Team
Good_Sam_Care_T
Explorer II
Apr 03, 2018
Hello NJRVer,

Thank you for your time and sharing your experience with Good Sam Roadside Assistance. We are pleased to hear of the outstanding service you have received.

Have a good day and thank you for your membership.
Ella
Good Sam Care Team
NJRVer
Explorer
Apr 03, 2018
I thought that "off road" reason seemed strange.
Just last week called Good Sam to tow wife's SUV back to the dealer for service on a Sunday.
We are 1/4 mile off the road. No problems whatsoever. Driver showed up about 1/2 hr after wife called. Dealer is about 30 miles+ from our house.

This is the 2nd time using Good Sam for a tow in the past month and I can't say enough good things about their service!
Thanks (again) Good Sam. Best money I ever spent for the Platinum Service!
1968mooney
Explorer
Apr 03, 2018
classic 31 wrote:
1968 Mooney we do realize that when you pay your money and they let you down .One unhappy customer is to many every one who pays for the road service should receive the same Good service. Not we can screw a few we have thousands more happy ones.

I would never waste my money on a roadside assistance co. I always contracted with my Insurance carrier for less than $60 per yr
and was never left out in the cold. Did you never read of a unhappy customer before you suffered your tragedy?
classic_31
Explorer
Apr 02, 2018
1968 Mooney we do realize that when you pay your money and they let you down .One unhappy customer is to many every one who pays for the road service should receive the same Good service. Not we can screw a few we have thousands more happy ones.
Edd505
Explorer
Apr 02, 2018
GSRA_Management wrote:

Tsjoshua,
I am sorry to hear about the recent experience with Good Sam Roadside Assistance. I have reviewed your call from this Sunday and do agree that we failed to provide you with service when you needed us. I have since had the dispatch rep pulled from the phone and retrained on process and procedure for this type of service request.
I have sent you a personal email so that you can provided me a copy of the receipt so that I can reimburse you for any of the eligible benefit limitations.
I want to thank you for bringing this information to my attention. This is why, this forum is here and without this knowledge we would not know the areas within our program that need improvement.
Thank you once again,
Rashad Hunter
Operations Manager,
Good Sam Roadside Assistance

Congratulations Hunter! This is the very first GS posted reply on the outcome of a complaint. Way to go.
1968mooney
Explorer
Mar 30, 2018
You don't realize that for each of you that have a problem, there are 1,000 with no problems. Why should they change what's working for the few that have problemms? Move on to another provider until you have problems with them and then complain on their forum.
time2roll
Nomad
Mar 29, 2018
I carry the cash or would be hitching a ride to an atm/bank.
Just put the $100 fee in the glove box each year.
BurbMan
Explorer II
Mar 29, 2018
tsjoshua wrote:
I guess what I expected was essentially, "Hi Life Member, sorry you are experiencing this problem, we don't / do cover this event, you are responsible for whatever we don't cover. Then dispatch a Tow / Recovery vehicle and let me settle up with GS."

Exactly, I think GS is leaving money on the table by not having some flexibility in these situations. There's this mentality of not offering service beyond what's included in the annual membership so they don't have to collect extra fees. What they don't get is that it's NOT the cost, it's the SERVICE...I don't want to make 20 phone calls from Google maps and have to worry about getting cash to pay the guy.

The ideal conversation would be "I am sorry mud towing is not covered in the plan. Would you like me to see if I can find someone to assist at an extra cost?" Assume you say YES, they call back with "Sir, I was able to find someone to assist you, the cost will be $200 beyond what the plan will cover. If I have permission to bill your credit card, I will dispatch the truck." At this point do you care if GS pays the provider $150 and keeps $50? NO! You didn't have to deal with the hassle.

I hope Mr Hunter will put this in the suggestion box, he should get a raise and a promotion if he can make this a reality.
classic_31
Explorer
Mar 29, 2018
We are sorry we have failed you it should of been handled a different way same bull I was told befor I cancelled them after 25 YRS of being a platinum member but we will have to wait and see how long it takes for more complaints start to roll in .

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Road Side Assistance (towing)

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