Coach-net Road Service

We took a three month trip, so I signed up for coach-net in case there were any problems. We had a problem with the fuel pump not getting power. I called them and found out that they could send someone out to look at it, but if it could not be repaired I would have to pay for the tow. The way the park was laid out it would have been a lot of work to get us out. I tried to explain the situation to the lady, but she said was not going to listen to anyone. I decided to save the tow as a last resort option and started checking for a good shop that would come out, and I found a very good shop. After I talked to the manager he sent his best electrical tech out. He did some checking, and got it started, and it was music to my ears when he said we got it started, now we need to find what caused the problem. It took a little of time, but he found a loose connection. I was really upset with coach net, and I feel paying for road service is a waste of money.

Doug,
It is very similar to tow trucks on the NYS Thruway (Interstate 90), considered a private road by the state, where the tow operators need to be permitted to enter it. Neither CoachNet or the other ERS companies will send you a tow, because of the permit deal. In your case, the tow operators that CoachNet contacted did not want to take a chance that you had actually obtained him clearance, and probably had experiences on the base before, therefore passed on the call. Can't say I blame him. I had the other ERS outfit and they contractor sent me a just released state prisoner when I broke down in Alabama. We were in a rest area and the Highway Patrol checked to make sure we were not running a prostitution ring because of the guy they had sent. Second time they stranded me for a whole weekend in Columbus, Oh. I ended up doing my own repair to get going. If I were you I would just submit the bill for consideration. Am sure they will pay it, cause you did your part. Be careful what you wish for, you might get it and then not like it!

Sorry for the problems that everyone experienced. I had just the opposite experience with CoachNet. They not only sent a lowboy 90 miles, and towed me back the 90 miles, they made an appointment for me at the Freightliner garage. On arrival they assessed the problem and did the repair...2 hours later I was back on the road. I would have to believe that in some cases where there is a problem it isn't so much a CoachNet problem but the wrecker service they have to use in the area.
If I had the above experiences I too would be ticked.

MY experience with Coach-Net has been nothing more than excellent. Two tire issues (one of them a Blow out on I-10 near El Paso, Texas) and a warranty...I called them in Florida and they directed me to "my brand"dealer not far away. A Monday morning, 8AM and the dealer was expecting me. Fixed in good time and on my way again.

You are certainly free to get any ERS that you want but keep in mind that whoever you get, they will have the SAME access to the SAME tow trucks and service facilities as Coach-Net, Good Sams, etc. None of the ERS companies have their own fleet of tow trucks and mechanics. 99% of the time, ANY ERS can take care of your problem with no hassles at all. Occasionally, because of your remote location, or because it is a major holiday, they may have a little trouble getting you immediate service. In your case, you were on a government facility that probably has a security gate. I would also assume that there are only certain tow truck companies that are authorized to operate on that base. Obviously it would be a big lapse in security if they just let any tow truck drive on to the base. In any case, there may have only been a few companies authorized and even those companies MAY have needed a security escort to come to your location. ALL of which would have to be coordinated to make it happen. I doubt if any ERS could have waded through all of the government BS any better, but that is something that you will have to find out for yourself in the future.

Sorry all but I had cleared it through the security police, obtained permission and all they needed was a driver's license, registration, and insurance. It was surely the decision of the individual tow companies to respond or refuse but like the captain of a ship that runs aground, he is responsible even if he's in his bunk.

Coach-net contracts with them, therefore they are Coach-net's representative and Coach-net needs to fix the problem. But like everything else, customer service is a thing of the past, never mind that I paid for their service for years and never needed it.

The only reason I got moved was because some kind airman towed me to the auto hobby shop.

the captain is always responsible no matter where he is.

All of the ERS companies will have their bad days and good days. So far we've caught Coach-Net on their good days!

I rate them overall Good to Excellent in the 4 or 5 times we've had to use them, once for a tow, twice to send mobile repair, one or two times to refer us to a mechanic near by who could handle our issues. The first time we used them was about 24 hours after we first signed up and I expected to get a hassle when I called in but they didn't mention it, just provided the service. YMMV

Doug and Cassi Glass wrote:
Coach-net contracts with them, therefore they are Coach-net's representative and Coach-net needs to fix the problem. But like everything else, customer service is a thing of the past, never mind that I paid for their service for years and never needed it.

What exactly is Coach-Net supposed to do if they contact every tow service in the area and none of them will take the call?

I've been a CoachNet member for 8 years and have needed their service twice - they were excellent, but I was in public places (a shopping mall parking lot with a blown brake line and in a business parking lot near a highway in a huge snowstorm). I got great representatives on those two calls who helped me and sent tow trucks as needed.