Useless Service Sacrifices Safety for GS Profits. AMENDED
We recently broke down on Interstate 5 in our 40ft diesel Motorhome. At 9am we started calling Good Sam Emergency Roadside Service. Our engine ran out of coolant and shut down. I asked for a tow, but GS technicians requied we try a mobile mechanic . The mobile technician could do nothing, so we again requested a tow (11am). We sat. 18 inches from hundreds of thundering semi trucks rocking our coach as each passed, and GS spent 5 hours trying to find us a tow. Our patience ran out. After repeated calls to GS, they admitted that there are plenty of capable tow truck companies in this busy area, but they could not find one at a cheap enough price to be authorized by GS technicians. We finally told GS what to do with their "alleged" Emergency Service, and called our own tow, paying the $750 for a 28 mile tow. We feel our safety was ignored for the GS profits. Over 10 hours at the edge of the road, then towed in the dark. We are canceling our GS service. I know others have had good luck with them, but they only provide service if it's profitable to THEM. If not, you can die....so sorry.
Perhaps "The Profit" should spend less time on TV, and more providing Customer Sevice in Emergency situations.
The day after posting this, I was called by Good Sam. In the most polite, and professional way, I was told that our experience was NOT what Good Sam ERS expected, or would tolerate. They researched our complaint, apologized for our experience, and refunded our tow bill completely. They indicated that they expect to reach a solution to these issues in 30-60 minutes (arranging the tow) on average, and we're coaching and retraining staff in the region to correct this problem. I was amazed at the reponse, and satisfied with their resolution. No service can be perfect 100% of the time. We were prepared to go back to Coach Net, but after such a professional response, we are staying with Good Sam.
Perhaps "The Profit" should spend less time on TV, and more providing Customer Sevice in Emergency situations.
The day after posting this, I was called by Good Sam. In the most polite, and professional way, I was told that our experience was NOT what Good Sam ERS expected, or would tolerate. They researched our complaint, apologized for our experience, and refunded our tow bill completely. They indicated that they expect to reach a solution to these issues in 30-60 minutes (arranging the tow) on average, and we're coaching and retraining staff in the region to correct this problem. I was amazed at the reponse, and satisfied with their resolution. No service can be perfect 100% of the time. We were prepared to go back to Coach Net, but after such a professional response, we are staying with Good Sam.
