The Good and the Bad
Well, let's start with the Good side of the service provided. We ended up needing a tow for our Allegro on a Saturday evening. GSRA coordinated with K A P S Towing in Sapulpa, Oklahoma to move our rig. the driver, Ryan, was very professional and informative about how was hooking up our Allegro, and took the time to explain what he was doing and why he was doing it. I also spoke with the destination service facility, MHC Kenworth Service Center, and they too were reassuring to speak with.
Our GSRA representative was patient and understanding while working with us to secure towing to a service center, although it was not the one we were requesting.
The Bad side - GSRA contracted with Interstate Roadside to provide service. In our case, we needed to have the fuel filters replaced. Fortunately we managed to get off the interstate into commuter lot where we were clear of traffic. Interstate contacted us two hours after we contacted GSRA saying they would be providing service. The driver then showed up an hour later. My first indication he was trouble when he asked me which filter underneath was the fuel filter. He then left to pick one up (I am to blame here, I purchased two replacement filters and they're still at home!) His dispatch called me an hour later to ask about all the engine specifics so they could find the proper filters.
The service tech returned after three hours (Tulsa is only twenty minutes away) and had only one filter. He apologized for taking so long and said he had to go to three different places in Tulsa before he found a place that would accept payment from Interstate! I asked for clarification - he said Interstate's payment card was being declined at each of the locations. So maybe we have a service provider who doesn't pay their bills?
The tech then attempted to remove the easier one to get to but had trouble because he didn't have a simple filter wrench - said he left it at his brother's house while changing his oil. He did fill the new filter before installing it. However, I noticed the filter number didn't match up to that location and insisted he install it in the proper location as specified by Cummins. He wasn't happy about it but did move it.
We subsequently began trying to start it. After many, many key cycles and start cycles it just wasn't going to start. I asked him if he had properly purge the fuel lines and primed the system. He said he didn't think that was necessary. I disagreed with him but he was firm in his decision. We finally reach the point of insufficient battery power to crank the engine so he decided he needed to clean all of my battery terminals - he thought that was a contributing factor. He also asked me to ride with him to the local car parts store so I could pay for some fluids. I went with him, then realized he was wanting to purchase ether starting fluid. Nope, I'm not doing this. Enough of him is enough.
I asked him to contact his dispatch and tell them he was done. I also began contacting GSRA to arrange towing and get this dismissed from servicing my rig - we're done. I spent the next two hours with GSRA on the line trying to get towing set-up, all the while this guy is now working on HIS truck and wandering around the parking lot! He said he hadn't been released yet (so he was technically still on the service clock!!)
When finally on the line with Interstate they were insistent we were responsible for all of his time while servicing our rig. I protested that was NOT responsible for him driving around Tulsa to various locations while trying to find someone who would accept THEIR payment method, and I an not paying them for time he was working on THEIR truck while parked at my rig! Interstate said he wasn't leaving till we paid up - a bill totaling more than $500.
So here is where we stand - Interstate Roadside Service provided very questionable service with a tech who was not knowledgeable about diesel engines, appear to not have a suitable method for purchasing necessary parts, and charges you for work time not specific to YOUR required service.
GSRA failed early on in the process by delaying contacting Interstate (or at least the service tech) by nearly two hours. GSRA also failed in having a suitable roadside service provider that was knowledgeable in Diesel powered RV's - shame on you. GSRA finally did provide a quality service provide in the towing company but that took nearly three hours and many, many phones calls. Your representative failed on four occasions to call me back when she said would call me back - I had to call her each time for an update.
Our GSRA representative was patient and understanding while working with us to secure towing to a service center, although it was not the one we were requesting.
The Bad side - GSRA contracted with Interstate Roadside to provide service. In our case, we needed to have the fuel filters replaced. Fortunately we managed to get off the interstate into commuter lot where we were clear of traffic. Interstate contacted us two hours after we contacted GSRA saying they would be providing service. The driver then showed up an hour later. My first indication he was trouble when he asked me which filter underneath was the fuel filter. He then left to pick one up (I am to blame here, I purchased two replacement filters and they're still at home!) His dispatch called me an hour later to ask about all the engine specifics so they could find the proper filters.
The service tech returned after three hours (Tulsa is only twenty minutes away) and had only one filter. He apologized for taking so long and said he had to go to three different places in Tulsa before he found a place that would accept payment from Interstate! I asked for clarification - he said Interstate's payment card was being declined at each of the locations. So maybe we have a service provider who doesn't pay their bills?
The tech then attempted to remove the easier one to get to but had trouble because he didn't have a simple filter wrench - said he left it at his brother's house while changing his oil. He did fill the new filter before installing it. However, I noticed the filter number didn't match up to that location and insisted he install it in the proper location as specified by Cummins. He wasn't happy about it but did move it.
We subsequently began trying to start it. After many, many key cycles and start cycles it just wasn't going to start. I asked him if he had properly purge the fuel lines and primed the system. He said he didn't think that was necessary. I disagreed with him but he was firm in his decision. We finally reach the point of insufficient battery power to crank the engine so he decided he needed to clean all of my battery terminals - he thought that was a contributing factor. He also asked me to ride with him to the local car parts store so I could pay for some fluids. I went with him, then realized he was wanting to purchase ether starting fluid. Nope, I'm not doing this. Enough of him is enough.
I asked him to contact his dispatch and tell them he was done. I also began contacting GSRA to arrange towing and get this dismissed from servicing my rig - we're done. I spent the next two hours with GSRA on the line trying to get towing set-up, all the while this guy is now working on HIS truck and wandering around the parking lot! He said he hadn't been released yet (so he was technically still on the service clock!!)
When finally on the line with Interstate they were insistent we were responsible for all of his time while servicing our rig. I protested that was NOT responsible for him driving around Tulsa to various locations while trying to find someone who would accept THEIR payment method, and I an not paying them for time he was working on THEIR truck while parked at my rig! Interstate said he wasn't leaving till we paid up - a bill totaling more than $500.
So here is where we stand - Interstate Roadside Service provided very questionable service with a tech who was not knowledgeable about diesel engines, appear to not have a suitable method for purchasing necessary parts, and charges you for work time not specific to YOUR required service.
GSRA failed early on in the process by delaying contacting Interstate (or at least the service tech) by nearly two hours. GSRA also failed in having a suitable roadside service provider that was knowledgeable in Diesel powered RV's - shame on you. GSRA finally did provide a quality service provide in the towing company but that took nearly three hours and many, many phones calls. Your representative failed on four occasions to call me back when she said would call me back - I had to call her each time for an update.
