Very poor service, rude agent and left stranded

Always nice to hear about a favorable resolution.

Thanks for letting us know.

Hi,
Good Sam Care Team reached out to me and said that the situation should have been handled differently. He did point out that since the "hitch" was locked I was still mobile but they should have dispatched out service anyway. To be clear I wasn't "stranded" per se a better way of putting it is I was left to my own devices to resolve the problem. Bottom line in this situation is the Good Sam Care team has resolved this issue to my satisfaction. I appreciated them reaching out to me.

Hello msturtz, thank you, we have received your information and will follow up with you shortly. Have a nice day.
Ella
Rapid Response Coordinator

msturtz wrote:

darsben wrote:
No excuse for a rude agent but here is the pertinent part from the good sam brochure

vehicle lockout service
We will pay for a locksmith to come to your location and gain
entrance into your vehicle. Member is responsible for payment
for all additional labor, as well as all parts, including the cost of
replacement keys

The way I read it is that they will help you gain entrance to your vehicle only.
You do not state if you were locked out of your MH. The way I read it is that if you are not locked out you do not qualify for service.

I checked with Customer Service and asked if this was a covered lockout. They told me that my Platinum Plus benefit did cover this lockout / lost key event. They stated that the key replacement wouldn't be covered in this case. The roadside assistance call center told me to start calling locksmiths on my own as there was NO coverage at all. That is nonsense and not what they do to sell you on the plan. Since you don't know what plan I signed up for and don't know what brochure I saw when I signed up your post is unhelpful at best. While I am not an attorney (my wife is however) I can tell you that I had excellent service when I called Coach Net in the past. Unfortunately, I canceled them to keep Good Sam Roadside Assistance. This sort of problem could be avoided if the call center employees would be at least more empathetic to customers and "figure out a way" to help them out in their situation. The representative was unhelpful at best.

Actually my post is from the platinum plus brochure which you state in your original post that you have.
you state " I am a Good Sam Lifetime Member and have a Good Sam Platinum Plus roadside assistance membership."
Was not your statement accurate?

The link to the Platinum Plus Brohure here. if I have made a mistake in anything I said I apologize but I was relying on the information YOU PROVIDED

darsben wrote:
No excuse for a rude agent but here is the pertinent part from the good sam brochure

vehicle lockout service
We will pay for a locksmith to come to your location and gain
entrance into your vehicle. Member is responsible for payment
for all additional labor, as well as all parts, including the cost of
replacement keys

The way I read it is that they will help you gain entrance to your vehicle only.
You do not state if you were locked out of your MH. The way I read it is that if you are not locked out you do not qualify for service.

I checked with Customer Service and asked if this was a covered lockout. They told me that my Platinum Plus benefit did cover this lockout / lost key event. They stated that the key replacement wouldn't be covered in this case. The roadside assistance call center told me to start calling locksmiths on my own as there was NO coverage at all. That is nonsense and not what they do to sell you on the plan. Since you don't know what plan I signed up for and don't know what brochure I saw when I signed up your post is unhelpful at best. While I am not an attorney (my wife is however) I can tell you that I had excellent service when I called Coach Net in the past. Unfortunately, I canceled them to keep Good Sam Roadside Assistance. This sort of problem could be avoided if the call center employees would be at least more empathetic to customers and "figure out a way" to help them out in their situation. The representative was unhelpful at best.

Good Sam Care Team wrote:
Hello msturtz, thank you for your time and post. I apologize for the experience you have had. Please send me a private message with your contact information and I will follow up with the roadside leadership team.
Thank you for bringing this to our attention.
Ella
Rapid Response Coordinator

I sent you a PM.
Thanks,
Michael

No excuse for a rude agent but here is the pertinent part from the good sam brochure

vehicle lockout service
We will pay for a locksmith to come to your location and gain
entrance into your vehicle. Member is responsible for payment
for all additional labor, as well as all parts, including the cost of
replacement keys

The way I read it is that they will help you gain entrance to your vehicle only.
You do not state if you were locked out of your MH. The way I read it is that if you are not locked out you do not qualify for service.

Hello msturtz, thank you for your time and post. I apologize for the experience you have had. Please send me a private message with your contact information and I will follow up with the roadside leadership team.
Thank you for bringing this to our attention.
Ella
Rapid Response Coordinator