Tire and Wheel Warrant issue - Unhappy
Folks,
I grew up respecting the Good Sam name. It was the "be-all end-all" of all things camping and RVing. As an adult I am a member of Good Sam in one fashion or another going on 20 years. Your roadside assistance took great care of me on my first long journey of 1670 miles beginning my full time adventure.
Tire and Wheel warranty service? Oh what a tale to tell.
Genuine roadside damage to a tire, some kind of a large nail in center of tread. I noticed it was low on air, used my generator and compressor to pump up. Felt like an accomplished RV guy.
Next day, low on air, repeat, and searched high and low for a cause. I was in a camp ground, no driving on the tire. I could not find it, pumped up air and realized it was losing air as fast as I put it in. Searched tire, used soapy water, could not see a leak. Mind you the tire is only 2 years old with 1670 miles on her.
Called roadside assistance, they said not them, it goes to tire warranty department. Tire warranty did not know how to help and insisted there is a third department called "Tire and Wheel" warranty service. Spoke to them, they seemed wonderful, helpful. They set up a service call during daylight hours. Informed me I paid up front for a tire and covered labor, taxes, and disposal fee, then filed for reimbursement.
Key info here: Your Tire and Warranty person set this up, gave instructions, informed me the tire would be taken by the vendor, and she explained the disposal fee. I received the receipt at 5:27 PM, sun shining brightly. The truck did not show up until 8:10 PM, and it is now dark adding cost to the call for night time work.
Great crew worked on my tire, immediately found the large nail, said it was not repairable (heavy motor home). The put new tire on rim, pumped up, I signed for the work and they departed.
Following day I called the number given by the Tire and Warranty person. This is an incorrect number and the surly person on the line named Mark seemed irritated giving me another number. I apologized for following the directions texted by the Tire and Warranty person. I was given a new number, called, and they had trouble locating me by member number and phone number. Seemed odd, but okay.
Kicker: Zach, Claims department third party subcontractor informs me I am required to take my tire in for inspection or take highly specific photos for them to evaluate. Further I am not to dispose of a tire with a hole in it until they clearly approve the claim.
Mind you, the Tire and Warranty person set it up where the service tech took the tire, and she charged me the disposal fee of $10.50. Telling me I file for reimbursement even though the vendor only charged a $3 disposal fee.
Zach, a third party subcontracted warranty administer stated my claim would ABSOLUTELY NOT be processed until I took the tire I do not have, (at direction of Tire and Warranty person). Zach says it is rule number one and he personally brought this to the attention of Good Sam many, many times. I also have this information in an email from Zach.
I reached back to the Tire and Warranty person she assured me they will get the right photos and send to me to submit to claims.
I am not a happy camper.
I paid:
$129.99 for this extra service.
$209 for a new tire
$274 Service call
$28.75 Labor
$10.50 disposal; technician charged $3 to Good Sam
This is downright revolting. And now to deal with your claims contractor telling me in writing Tire and Warranty KNOWS I must keep tire. And charging me triple the actual disposal cost ?
Your Tire and Warranty folks are preventing folks from making valid claims. By design? Sure seems a lot of folks get denied claims.
My roadside assistance should have covered labor for the tire change and my upfront cost of $129.99 should have covered the cost of my $209 new tire. This is awful and sours me completely on Good Sam.
Good Sam I want my $129.99 refunded. Or I want my $209.00 refunded. I will suck up the labor and excess cost.
Very, very unhappy. I cannot help but feel Good Sam knows warranty claims cannot be made with out the tire and they direct service providers to take the tire.
I grew up respecting the Good Sam name. It was the "be-all end-all" of all things camping and RVing. As an adult I am a member of Good Sam in one fashion or another going on 20 years. Your roadside assistance took great care of me on my first long journey of 1670 miles beginning my full time adventure.
Tire and Wheel warranty service? Oh what a tale to tell.
Genuine roadside damage to a tire, some kind of a large nail in center of tread. I noticed it was low on air, used my generator and compressor to pump up. Felt like an accomplished RV guy.
Next day, low on air, repeat, and searched high and low for a cause. I was in a camp ground, no driving on the tire. I could not find it, pumped up air and realized it was losing air as fast as I put it in. Searched tire, used soapy water, could not see a leak. Mind you the tire is only 2 years old with 1670 miles on her.
Called roadside assistance, they said not them, it goes to tire warranty department. Tire warranty did not know how to help and insisted there is a third department called "Tire and Wheel" warranty service. Spoke to them, they seemed wonderful, helpful. They set up a service call during daylight hours. Informed me I paid up front for a tire and covered labor, taxes, and disposal fee, then filed for reimbursement.
Key info here: Your Tire and Warranty person set this up, gave instructions, informed me the tire would be taken by the vendor, and she explained the disposal fee. I received the receipt at 5:27 PM, sun shining brightly. The truck did not show up until 8:10 PM, and it is now dark adding cost to the call for night time work.
Great crew worked on my tire, immediately found the large nail, said it was not repairable (heavy motor home). The put new tire on rim, pumped up, I signed for the work and they departed.
Following day I called the number given by the Tire and Warranty person. This is an incorrect number and the surly person on the line named Mark seemed irritated giving me another number. I apologized for following the directions texted by the Tire and Warranty person. I was given a new number, called, and they had trouble locating me by member number and phone number. Seemed odd, but okay.
Kicker: Zach, Claims department third party subcontractor informs me I am required to take my tire in for inspection or take highly specific photos for them to evaluate. Further I am not to dispose of a tire with a hole in it until they clearly approve the claim.
Mind you, the Tire and Warranty person set it up where the service tech took the tire, and she charged me the disposal fee of $10.50. Telling me I file for reimbursement even though the vendor only charged a $3 disposal fee.
Zach, a third party subcontracted warranty administer stated my claim would ABSOLUTELY NOT be processed until I took the tire I do not have, (at direction of Tire and Warranty person). Zach says it is rule number one and he personally brought this to the attention of Good Sam many, many times. I also have this information in an email from Zach.
I reached back to the Tire and Warranty person she assured me they will get the right photos and send to me to submit to claims.
I am not a happy camper.
I paid:
$129.99 for this extra service.
$209 for a new tire
$274 Service call
$28.75 Labor
$10.50 disposal; technician charged $3 to Good Sam
This is downright revolting. And now to deal with your claims contractor telling me in writing Tire and Warranty KNOWS I must keep tire. And charging me triple the actual disposal cost ?
Your Tire and Warranty folks are preventing folks from making valid claims. By design? Sure seems a lot of folks get denied claims.
My roadside assistance should have covered labor for the tire change and my upfront cost of $129.99 should have covered the cost of my $209 new tire. This is awful and sours me completely on Good Sam.
Good Sam I want my $129.99 refunded. Or I want my $209.00 refunded. I will suck up the labor and excess cost.
Very, very unhappy. I cannot help but feel Good Sam knows warranty claims cannot be made with out the tire and they direct service providers to take the tire.
