Terrible Experience

Thanks 4X4Dodger for your continued interest in this topic. At this point I feel it is important to let you know that your repeated questions will remain unanswered. We have done our best to answer as many specifics as possible without discussing the unique policies, procedures, contracts, and other information that set us apart from our competition. We will not be responding to what seems to be probing questions that would allow our competition inside the detail behind our operation.

I'll restate our goals - to provide our 550,000 members with the best RV roadside assistance experience available. While we are not perfect, as you mention here about some of the experiences listed, these are the VAST exception to the norm. There is no excuse for even one failure, but they do happen on occasion. Our team works hard every day to help our members in some of the most difficult situations you can imagine. They do a great job. To view the rare exception as anything but that exception would not be fair to our dispatch team and the hard work they do.

http://roadside-assistance-services-review.toptenreviews.com/

I appreciate your time and consideration.

RoadsideGuy wrote:
Thanks everyone for the feedback. I wanted to "jump in" here to respond to the speculation, with a goal of clarifying a few things. I have worked for Good Sam for over 20 years, and my primary focus is providing a world class experience for our roadside assistance members each and every day. I am very proud of what we accomplish every day for our members.

No, we did not ship any part of our team "offshore". Our Roadside Assistance program is rated 9.4 out of 10 by Consumer Reports, far better than any otherany other RV roadside assistance provider. We have over 2 million successful roadside rescues to our credit over the past 25 plus years.

While we are not perfect, our Customer Satisfaction ratings are in the high 90's and our complaint percentage per dispatch is less than 1%. We continuously strive to improve these results, and will continue to do so.

Thanks again for allowing me to provide this feedback to you, as we are passionate about what we do for our members.

With all due respect to GSRSA's high Consumer report ratings and everyone's good intentions. I really believe the point and an opportunity is being missed here.

It should be abundantly clear that some of your customers and potential customers are far less than satisfied with these pro forma responses. It's time to answer a few questions about how this system works and let your customers and potential customers know what steps are being taken to fix what looks to this side of the fence like a more serious and systemic problem than GSE is willing to admit.

I think if you analyze the complaints on this forum they boil down to the same types of problems; We wont service you. Call Yourself, We cant find a tow company.

Below are the questions I asked previously, but were not addressed in the reply to my previous post.

Is there a third party company in between GSE and the actual company that responds to the service call?

Are the operators who answer the GSRSA help line GSE employees? If not are they handling other companies calls also?

Are contracts individual to tow companies or does GSRSA impose a "boilerplate" contract across the board to all service providers with allowance for regional/area cost differentials?

Is it part of the GSRSA Operators job description to have a Good Working knowledge of US Geography and some Mechanical knowledge?

A New question: Are there supervisors readily available at the call center that can review and override an operators decision on any given service call so that these issues may be avoided?

Answers to these questions and any others that may be posted here may go a long way in de-fusing a lot of the criticism leveled at your RSA service on this forum.

Let me make it very clear. I have no axe to grind with GSE or any of it's component companies. I am a customer/Member having spent some considerable money at CW, subscribe to Trailer Life and buy RV insurance through GSE (National General). But these complaints are so egregious in nature and are so credible sounding that one must sit up and pay attention. And they bring to the fore many many questions that GSE really should be addressing.

Let me reiterate what so many have posted here; that a quick explanation from the Marcus Team about what the resolutions are to these posted complaints would go a long ways to mitigating the damage and instill more confidence.

I am sure all of us on this forum thank you for taking the time from your busy schedule to address these concerns and I am sure I am not alone in hoping to hear about what is being done about these complaints.

djgarcia wrote:
GSRA -
As a long time GSRA member, these reports of less than positive service from Good Sam is becoming alarming. The Marcus Rapid Response staff responses do not explain what went wrong in their GSRA system, i.e. individual staff errors, poor training, which parts of the country get the most complaints etc etc. More importantly, what steps or how does Good Sam remediate these issues to avoid them in the future??

X2
I have asked this same question repeatedly and even started a thread with the questions put to GSRSA. Only two of my five or six questions were answered and the thread was closed.

Its time they stepped up and told their customers and prospective customers how these contracts work. And to your point what steps are being taken to fix the issues.

I did get a call from GSRSA. They are investigating and will let me know something. I will update when I hear something back from them.

RoadsideGuy wrote:
Thanks everyone for the feedback. I wanted to "jump in" here to respond to the speculation, with a goal of clarifying a few things. I have worked for Good Sam for over 20 years, and my primary focus is providing a world class experience for our roadside assistance members each and every day. I am very proud of what we accomplish every day for our members.

No, we did not ship any part of our team "offshore". Our Roadside Assistance program is rated 9.4 out of 10 by Consumer Reports, far better than any otherany other RV roadside assistance provider. We have over 2 million successful roadside rescues to our credit over the past 25 plus years.

While we are not perfect, our Customer Satisfaction ratings are in the high 90's and our complaint percentage per dispatch is less than 1%. We continuously strive to improve these results, and will continue to do so.
Thanks again for allowing me to provide this feedback to you, as we are passionate about what we do for our members.

As a 25 yr. member of the GSRS, this is the 1st time I have ever seen any of the above information posted. Assuming all of he above information to be accurate, this good stuff and builds more consumer confidence in the GSRS program.

Well, that seemed to quell the crowd. :)

Thanks everyone for the feedback. I wanted to "jump in" here to respond to the speculation, with a goal of clarifying a few things. I have worked for Good Sam for over 20 years, and my primary focus is providing a world class experience for our roadside assistance members each and every day. I am very proud of what we accomplish every day for our members.

No, we did not ship any part of our team "offshore". Our Roadside Assistance program is rated 9.4 out of 10 by Consumer Reports, far better than any otherany other RV roadside assistance provider. We have over 2 million successful roadside rescues to our credit over the past 25 plus years.

While we are not perfect, our Customer Satisfaction ratings are in the high 90's and our complaint percentage per dispatch is less than 1%. We continuously strive to improve these results, and will continue to do so.

Thanks again for allowing me to provide this feedback to you, as we are passionate about what we do for our members.

klambert,

Thank you for your PM, please allow me to share this with our leadership team for review and follow up.


Thank you,

Mark
Marcus' Rapid Response Team

When someone posts a problem, it is an opportunity for GS to make it positive and make the company shine. I have yet to see GS post a resolution stating that they made the fix, did in X number of hours or days, and that the customer walked away happy.

Too many bad stories and CW or GS could do so much to prove itself and promote its business. What are you guys thinking? Did Marcus change jobs? That wasn't his line when he took over, it was all about how he was going to change things. Don't let a few bad stories ruin a business. Where is the marketing and customer service team? I don't need a job but I could use some extra money for rving :) if you need some help.

MARK - of the Rapid Response Team:
What will be done??
What will the GSRA team do better next time??
Does anyone really care??
(FYI - I'm a GSRA member for 17 years (it says so on my card - # on request) but these horror stories have me wondering if I should renew or seek another service.
Your reply will help me make-up my mind.
Thanks
CCXNOLA