Sittin' by the side of the road

(to the tune of Dock of a Bay)

We have Good Sam Roadside Assistance... SPECIFICALLY to handle things quickly, professionally, and as painlessly as possible in the event of a serious problem... Like having ONE OF THE WHEELS (not the tire, the WHOLE TIRE, WHEEL, BRAKE DRUM, BEARINGS, BRAKE PARTS, ETC) come OFF at 60+ mph.

Yup, made a VERY quick exit from the 80+ mph traffic onto the shoulder, approximately a foot away from the semis and constant traffic, and found that one side of the trailer only had ONE WHEEL. And NOTHING to attach the spare to.

Fortunately, we have (accompanied by fanfare) GOOD SAM ROADSIDE ASSISTANCE. And if EVER there was a time for roadside assistance, this would seem like the time for it to PROVIDE ASSISTANCE!

So, I called 'em. And pressed many buttons in response to the robot - at LEAST 3 times as it persisted in alternating between telling me "HOW BUSY WE ARE but WE'LL GET TO YOU WHEN WE CAN" and having it REPEAT the same questions and making me press the buttons again and again.

Eventually, 18 or 19 hours later - or maybe the 20 minutes JUST SEEMED like 18 hours as the traffic blasted past, I got someone. He never gave his name clearly enough for me to have any idea with whom I was speaking, but, when I told him what I had - or rather DIDN'T have any more - demanded that I go TAKE A PICTURE OF THE MISSING WHEEL AND TEXT IT TO HIM!

Which after he insisted that I do this BEFORE HE COULD "HELP ME", I did. Then waited for a call back.

Eventually, he did. And appeared to agree that it seemed likely they'd have to tow the trailer... So, as near as I could tell, off he went to find someone to tow it the 30 miles to Kingman, AZ, where HOPEFULLY they'd take the trailer to a repair facility. Or AT LEAST the campground where I could stay the night and attempt to have them tow it to a local repair shop on Monday morning.

Eventually he called back (a LONG eventually to me, during which time I dragged the trailer on 3 wheels to a WIDER spot where I could sit more safely while awaiting the soon-to-arrive tow truck) to tell me he COULDN'T FIND ANYONE. I suggested that MAY NOT be an optimal response from Good Sam ROADSIDE ASSISTANCE and he admitted he had 4 or 5 more numbers he COULD try.

I suggested he DO SO... Eventually, he called back again and said, "there is nobody to tow it". And told me to call 911 because the police MIGHT BE ABLE TO FORCE SOMEONE TO TOW IT TO TOWN. And if they did I should keep the receipt for reimbursement...

REALLY? This is what Good Sam Roadside Assistance MEANS? Call 911 and hope THEY can help 'cause we're washing our hands of your emergency?

I asked to speak to a manager. Who told me essentially "yup, nobody to tow it. Call 911." I suggested this SERIOUS LACK OF HELP to my "roadside assistance" call was LESS THAN OPTIMAL. At which point he informed me that "we've been on this ONE CALL for almost TWO HOURS."

I must have MISSED the clause that said "we'll help but only if it's quick and easy." I sure don't CARE how much time or effort is required to get this resolved 'cause Good Sam was VERY prompt at collecting the payment for the service THEY'RE NOT PROVIDING. Is there some time limit I MISSED on how much time you're supposed to devote to resolving an issue like this?

To say I'm DISAPPOINTED would be to SERIOUSLY understate how utterly disgusted I am with how poorly this emergency was handled.

Roadside Assistance

43 Replies

Good_Sam_Care_T
Explorer II
Mar 23, 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
Chiefcpo
Explorer
Mar 21, 2018
wood work except had a F350, CC, LWB. Too long for the one they sent, and too high to make it under the 1st underpass, and utilities lines to get back on I65 north in Birmingham, Al. according to the local police.
Good_Sam_Care_T
Explorer II
Mar 20, 2018
Hello Chiefcpo,

Thank you for contacting Good Sam, I apologize for the experience you have had with Good Sam Roadside Assistance. Please allow me to share this with the roadside team.
Please provide your contact number in a private message.

Thank you,
Ella
Good Sam Care Team
Bionic_Man
Explorer
Mar 20, 2018
Chiefcpo wrote:
OK now all the others have spoken. Maybe ONE has had your problem, THAT one being me!!
I had the same thing happen on a Sunday night, on I65 n in Birmingham, Al. The only thing that can b done is to tow on 3 wheels to a safe parking spot. 2 locate a repair service, tell hem what your problem is, check to see if they have a/an axle. 3. If so tow your disables RV to them, or tow it to them and wait on a new axle and parts.
THERE IS NO WAY IN HELL they have any way to carry it there, IT WILL NOT FIT ON A roll back, or low boy trailer.
This is experience, speaking, I had ith a CrossRoad Crusier. Took 6 week for warranty parts.
Sorry for your problems but sometimes there is really things that are not that easy to fix, PS the new axle lost same position set of bearing 3 months later with less than 1000 miles.

GS did their best on the 1st BUT never got help on the 2nd in the country on a two lane road with me blocking the road.
Guess the naysayer will say it was my fault as I DID not redo the darn bearings myself.

Actually, I had that problem as well. I had someone work on my trailer and either over or under torque the lug nuts. First trip out, 100 miles from home, 30 miles away from a town that had any repair shop, I lost the entire wheel assembly on the Interstate.

I limped around 10 miles further until it looked like the remaining tire on the axle looked like it was going to give up the ghost.

I called around myself, found a Big O tire that could look at me the next day, and arranged for my own tow.

And there are wreckers (actually flat beds) big enough to tow very large trailers.

In my case, AAA refunded me the full amount I had as far as towing coverage. A little stressful, but far from difficult in the grand scheme of things.
Chiefcpo
Explorer
Mar 19, 2018
OK now all the others have spoken. Maybe ONE has had your problem, THAT one being me!!
I had the same thing happen on a Sunday night, on I65 n in Birmingham, Al. The only thing that can b done is to tow on 3 wheels to a safe parking spot. 2 locate a repair service, tell hem what your problem is, check to see if they have a/an axle. 3. If so tow your disables RV to them, or tow it to them and wait on a new axle and parts.
THERE IS NO WAY IN HELL they have any way to carry it there, IT WILL NOT FIT ON A roll back, or low boy trailer.
This is experience, speaking, I had ith a CrossRoad Crusier. Took 6 week for warranty parts.
Sorry for your problems but sometimes there is really things that are not that easy to fix, PS the new axle lost same position set of bearing 3 months later with less than 1000 miles.

GS did their best on the 1st BUT never got help on the 2nd in the country on a two lane road with me blocking the road.
Guess the naysayer will say it was my fault as I DID not redo the darn bearings myself.
classic_31
Explorer
Mar 18, 2018
Actually 2 % is a lot of people to take there money and leave them stranded and provide no compensation after you admit you failed.and it should of been handled differently.Just my option. I am sure others will chime in and say what great service you provide.and I am sure that is true also.sometimes
DiskDoctr
Explorer
Mar 18, 2018
Let me point out that my comment mentions number of incidents, and out of those incidents how many were successfully fulfilled.

If you're offering a statistical rate, I'd be curious as to what percentage of subscribers make a claim in a year?

As an example, say 10 claimants out of every 100 subscribers would be 10%. If 2% of those are failures, then 8% would be successful claims processed per year.

If the total claims per year is much more than 10%, it seems hard to find a sustainable price and business model.
GSRoadsideAssis
Explorer
Mar 18, 2018
Thank you for the post DiskDoctr. I wanted to take a moment to address your concerns/comments. The claim of a "10% success rate" is not accurate. The actual success rate for providing service to our members is currently around 98%(as of last Thursday) . We base this on the feedback we receive through the multiple venues we provide for feedback on all service requests. This includes email surveys, the customer service call center, online forums, website testimonials and phone surveys. We use the feedback received to improve service for all members.

We attempt to provide service for every member that calls and acknowledge that we are not perfect. We do however address each complaint and attempt to provide a resolution for the member. In some cases a resolution cannot be made but in the vast majority an amicable resolution is obtainable. Some members share the resolution and some don't, it's up to the member.

If you have addition questions or concerns you can send me a personal message with your contact information and I'd be happy to address them with you.

Thanks again,

Zach Weeks
Program Manager
Good Sam Roadside Assistance
DiskDoctr
Explorer
Mar 18, 2018
"Not dependable" = No Go.

There are companies I will only call from landline where I can do other things while waiting on hold, callbacks, excuses, whatever. Sounds like GSRA is one of those?

We are due to renew our RA, but it isn't GS. I've read about too many people being stranded by them. I can do that for FREE ;)

But it is easier to drop people who aren't happy or have difficulties getting serviced than it is to actually provide the service.

Remember Barnum's: There's one born every minute.

In this case, apparently enough to sustain a business model that only needs to provide services about 10% of the time. (incidents + successful responses)

Of course, you have to not care about your customers. Shame about that part, but when "Profits" are involved, too many realize they are nearly blind in that eye they turn :(
rogerddd
Explorer
Mar 17, 2018
Very troubling experience with GS. Thanks for the post. I will look to other insurance providers - my policy is nearly up for renew.