On 3/28 I contacted road side service to set up a tow between 8 and 9 on 3/30 gave them all the info including a phone number that the text message could be sent to with the service provider info10/30 voice mail 8 am to call back because they did not have all the info. Called back was told they would need to check the notes. After 10 minutes on hold hung up and called back got a different rep who stated that the other rep was on the phone contacting a service provider and it was now scheduled for 10:45 At 9:50 called the service provider who claimed they had no such call set upAt 10:00 called roadside service again and they called the service provider and set up a towAt 10:05 Called service provider to confirm and they confirmed the appointment.At 10:19 Called road side service asked for a supervisor to let them know of the problems and was toldA. That if a text had been sent out it was impossible not to have contacted the service provider B. Due to high call volume that the road side assistance operators do not have the time to take all the information when somebody calls in. Yes that is correct I repeated it back to the supervisor twice and he confirmed that was correctThen contacted Good Sam to report this and told the operator that I would like to report a problem with road side services and I needed to talk to someone other than road side services she agreed and then transferred me to road side servicesAt 12:05 tow showed up and had the wrong address of where to take the vehicle and the wrong vehicle to tow.Just thought someone would like to know what is going on or not going on at Good Sam Road Side Assistance Moral of story always call back over and over and over and over and over and repeat this process. shows Call Service provider and confirm that they are indeed coming out and confirm with them the address of where they need to come to. When provider does show up and confirm EVERYTHING with the service provider and then reconfirm with service provider.Note have used Good Sam RA in the past with very good service and results just not this time.

I had roadside assist from GS and had no luck at all. I returned to AAA with the Premier plan and have never had a problem. You can never beat the experts.

It seems to me that almost anything related to Good Sam or Camping World usually results in less than stellar customer service.

TyroneandGladys wrote:On 3/28 I contacted road side service to set up a tow between 8 and 9 on 3/30 gave them all the info including a phone number that the text message could be sent to with the service provider info10/30 voice mail 8 am to call back because they did not have all the info. Called back was told they would need to check the notes. After 10 minutes on hold hung up and called back got a different rep who stated that the other rep was on the phone contacting a service provider and it was now scheduled for 10:45 At 9:50 called the service provider who claimed they had no such call set upAt 10:00 called roadside service again and they called the service provider and set up a towAt 10:05 Called service provider to confirm and they confirmed the appointment.At 10:19 Called road side service asked for a supervisor to let them know of the problems and was toldA. That if a text had been sent out it was impossible not to have contacted the service provider B. Due to high call volume that the road side assistance operators do not have the time to take all the information when somebody calls in. Yes that is correct I repeated it back to the supervisor twice and he confirmed that was correctThen contacted Good Sam to report this and told the operator that I would like to report a problem with road side services and I needed to talk to someone other than road side services she agreed and then transferred me to road side servicesAt 12:05 tow showed up and had the wrong address of where to take the vehicle and the wrong vehicle to tow.Just thought someone would like to know what is going on or not going on at Good Sam Road Side Assistance Moral of story always call back over and over and over and over and over and repeat this process. shows Call Service provider and confirm that they are indeed coming out and confirm with them the address of where they need to come to. When provider does show up and confirm EVERYTHING with the service provider and then reconfirm with service provider.Note have used Good Sam RA in the past with very good service and results just not this time.I would suggest you call GS and ask to speak directly with Mr. Marcus, the president of GS. He always been response and resolved the issue and then gave a $25 fuel credit card for my problems.

TyroneandGladys,Thank you for your post. If you could send a Private Message with your name and contact number, I will be sure to have someone contact you directly in review of your Good Sam Roadside Assistance issue. Thank you for your membership,Nate K.Marcus' Rapid Response Team

I've used the service three times over the last twelve years and am very satisfied with each service. It seems that CW, generally, gets a lot of negative posts, but my experiences have been positive.

Roadside Assistance Fiasco | Good Sam Community

16 Replies

MarkTwain
Explorer
Apr 04, 2015
PastorCharlie wrote:
I think they have every intention of doing the right thing they just have a problem with some of the dispatchers not being properly trained for their job responsibilities and when made aware of the failures they correct them. It takes time to build a perfect business. Not everyone is pleased with Jesus some even curse Him.

I like your sense of humor:):):) I have had the same experience you describe where the problem was caused by dispatchers who were poorly trained and/or who lack of any real world experience with RV's. A rear spring on my TT broke in half causing the tires to collapse together. A lady is dispatcher recommended that I crawl under the TT and lift up the broken spring with a rope and then drive it. I told her that if she wanted to come to where my trailer was broken down and drive it, she was more than welcome to do so, "i was not going to put myself and family in a total unsafe situation. "I don't think I can find a parts house that will have your spring" after I had already told her that no part store is going to have the spring on a Sunday and be able to deliver and install it!!!!!! "I don't believe that and I am going to prove you wrong and will call you back in 10 min." 10 min. later the dispatcher called and said "you were right" I originally told her that she was going to have to dispatch a flat bed tow trailer so the TT could be wenched up on the bed and then driven to the rV repair shop. Her response was "I don't agree and think it can be fixed on the side of the road!!!!!!!!" A flat bed was called and driven 50 miles to their shop.
I called Mr. Marcus (GS President) and he said he know who the dispatcher was and she was totally wrong!!! He sent me a $30 fuel card for the bad experience.
PastorCharlie
Explorer
Apr 04, 2015
I think they have every intention of doing the right thing they just have a problem with some of the dispatchers not being properly trained for their job responsibilities and when made aware of the failures they correct them. It takes time to build a perfect business. Not everyone is pleased with Jesus some even curse Him.
TyroneandGladys
Explorer
Apr 03, 2015
Was contacted by Good Sam and they were very much interested in the problems that we had and I feel that they are going to look into what happened so that it might not happen to other members in the future.
TyroneandGladys
Explorer
Apr 01, 2015
TyroneandGladys wrote:
Good Sam Care Team wrote:
TyroneandGladys,

Thank you for your post. If you could send a Private Message with your name and contact number, I will be sure to have someone contact you directly in review of your Good Sam Roadside Assistance issue.

Thank you for your membership,

Nate K.
Marcus' Rapid Response Team

PM sent 4:53 PM Arizona Time

Received 7:43 am today
Thank you so very much for sending this in, I will get this over to my roadside team and they will be in touch within the next few days. Thank you again and I hope you have a good day!

Elizabeth
Marcus Rapid Response Team
UsualSuspect
Explorer
Mar 31, 2015
The problem here is you are prescheduling a tow days later, and they are setup for Emergency Roadside Service, which means you are broke down at the side of the road and need assistance now. Now that I know GS will cover non-ERS calls, I will let them pay for any tows I need the next time instead of having the garage do it.
TyroneandGladys
Explorer
Mar 30, 2015
rockhillmanor wrote:
ALL the ERS services including your insurance company tow service are ALL the same, some calls go as smooth as silk others may not.

These ERS companies have no control WHEN the towing company can get to you.

It still amazes me that when an RV breaks down they want a tow truck INSTANTLY.

Trust me being an RV'er doesn't make me or anyone else the only one broke down on the road that day and needing that same tow service.

You will get service in the order the tow company got the call and who they can get to first. GS, Coachnet, AAA, State Farm have NO control over that. The don't own their tow companies they contract them out for full USA coverage.

In the op's instance it doesn't even sound like it was an emergency but a 'planned' maintenance tow.
""...On 3/28 I contacted road side service to set up a tow between 8 and 9 on 3/30..."

Not even sure if that is covered under "E"RS. But if there were 'emergency' calls made to the tow service for the same time the emergency will take precedence over a planned tow.
Gee whiz if they screw up this bad with 2 days of notice how do you think that it would be better if it was as you call it a emergency call?
The tow company did give me immediate service once RA did call them. They were given the wrong vehicle to tow and the wrong location to take it to by RA.
As I stated I have had good service from RA in the past but wanted Good Sam to know of the problems that I had this time. And this forum was the only way that I could find to contact them.
TyroneandGladys
Explorer
Mar 30, 2015
Good Sam Care Team wrote:
TyroneandGladys,

Thank you for your post. If you could send a Private Message with your name and contact number, I will be sure to have someone contact you directly in review of your Good Sam Roadside Assistance issue.

Thank you for your membership,

Nate K.
Marcus' Rapid Response Team

PM sent 4:53 PM Arizona Time
TyroneandGladys
Explorer
Mar 30, 2015
djgarcia wrote:
TyroneandGladys wrote:
On 3/28 I contacted road side service to set up a tow between 8 and 9 on 3/30 gave them all the info including a phone number that the text message could be sent to with the service provider info
10/30 voice mail 8 am to call back because they did not have all the info. Called back was told they would need to check the notes. After 10 minutes on hold hung up and called back got a different rep who stated that the other rep was on the phone contacting a service provider and it was now scheduled for 10:45
At 9:50 called the service provider who claimed they had no such call set up
At 10:00 called roadside service again and they called the service provider and set up a tow
At 10:05 Called service provider to confirm and they confirmed the appointment.
At 10:19 Called road side service asked for a supervisor to let them know of the problems and was told
A. That if a text had been sent out it was impossible not to have contacted the service provider
B. Due to high call volume that the road side assistance operators do not have the time to take all the information when somebody calls in. Yes that is correct I repeated it back to the supervisor twice and he confirmed that was correct
Then contacted Good Sam to report this and told the operator that I would like to report a problem with road side services and I needed to talk to someone other than road side services she agreed and then transferred me to road side services
At 12:05 tow showed up and had the wrong address of where to take the vehicle and the wrong vehicle to tow.

Just thought someone would like to know what is going on or not going on at Good Sam Road Side Assistance

Moral of story always call back over and over and over and over and over and repeat this process. shows Call Service provider and confirm that they are indeed coming out and confirm with them the address of where they need to come to. When provider does show up and confirm EVERYTHING with the service provider and then reconfirm with service provider.

Note have used Good Sam RA in the past with very good service and results just not this time.

I would suggest you call GS and ask to speak directly with Mr. Marcus, the president of GS. He always been response and resolved the issue and then gave a $25 fuel credit card for my problems.
In my post I stated that I called Good Sam and asked to talk to someone about this other than RA and they still transferred me to RA. I did call back and got put on intergalactic hold. My question to you would be how many times would you try to talk to them before saying they do not care?
rockhillmanor
Explorer II
Mar 30, 2015
ALL the ERS services including your insurance company tow service are ALL the same, some calls go as smooth as silk others may not.

These ERS companies have no control WHEN the towing company can get to you.

It still amazes me that when an RV breaks down they want a tow truck INSTANTLY.

Trust me being an RV'er doesn't make me or anyone else the only one broke down on the road that day and needing that same tow service.

You will get service in the order the tow company got the call and who they can get to first. GS, Coachnet, AAA, State Farm have NO control over that. The don't own their tow companies they contract them out for full USA coverage.

In the op's instance it doesn't even sound like it was an emergency but a 'planned' maintenance tow.
""...On 3/28 I contacted road side service to set up a tow between 8 and 9 on 3/30..."

Not even sure if that is covered under "E"RS. But if there were 'emergency' calls made to the tow service for the same time the emergency will take precedence over a planned tow.
lanerd
Explorer II
Mar 30, 2015
Jq1953 wrote:
seems that CW, generally, gets a lot of negative posts, but my experiences have been positive.

No, it's just that we only see the negative posts...very, very few people posts positive ones. That's what the Ask Marcus forum is all about.

Ron