Road Side Assistance (towing)

tsjoshua wrote:
Mr. Hunter, I received your email and replied but something got lost between us in the email, because non of the message is readable / makes sense.

Its not really about the money, but the service received. I want to know what I can expect on an emergency call and possibly whom to contact if the representative and I aren't making progress to a solution. I don't want to be placed in this situation again or have my wife out alone in a similar situation. Digging my own RV out is not what I had expected. I understand having to wait for service to arrive based on location, time of year, and whatever other variables come into play. If it is your policy not to cover or assist in this type of event I (and others) need to know, so we can look elsewhere for service that will be able to meet our needs. 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." But to leave me with calling my own tow companies and trying to get cash to pay them....I was disappointed. I understand the immediate retraining of the one service representative, but were they they exception or the norm? Also, I want everyone to know that this instance wasn't reflective of my previous two experiences in the last 10 years of memership where service was requested and professionally provided.

Tsjoshua,
I received your reply and I do not know what happen to the email. I will try to resend it. I also left my contact information as a private message in your inbox.

Any member that feels that the service they are paying for is not being provided at the time they need service, can escalate by requesting to speak with a supervisor.

There are also several ways to escalate. You have chosen to post your concerns via RV.net. You can also contact the Member Services department to voice your concerns. You now have my direct contact information if anything happens in future.

Me and other management have reviewed this with our dispatch center and are currently taking measures to ensure that the process works.

Thank you

Rashad Hunter
Operations Manager
Good Sam Roadside Assistance