What exactly does Road Assistance Pay for

As an FYI - we met a couple last weekend while we were camping and they were telling us that they had GS roadside assistance and when they called the person that they spoke to was totally incompetent. Had no idea where Florida was geographically. English was not their first or second language. Terrible experience. They said that they said forget it because it was such a hassle to get the person to even understand where they were located in the united states. So they called a friend and the friend drove two hours to help them. That told me everything that I needed to know.