Stuck on I81 in VA with no help from my Allstate Motor Club

[Bill7337]

On June 26, I experienced difficulty with my hitch on I81 in VA, making it dangerous for me to continue on my trip to Florida without assistance. At 4:15 p.m. I called my motor club, Allstate Motor Club, for assistance. After going through a very lengthy answering machine choice of pushing buttons, I spoke with a live person. That person had an accent and it was very difficult to talk to him. It took me an hour and a half to explain where I was located only to have him tell me that they couldn't help me and that all they could offer was a tow. By this time I was so frustrated I said tow me. That started another series of questions from him that he could not understand my answers. Example: Question was how long was my trailer. I told him 31 feet. He queried me three times on this to the point I explained feet like what you put shoes on. That is how bad this conversation was. I was frustrated beyond belief. After nearly two hours, he said he would call back in 20 minutes. He called back and hung up on me when I answered. I called their line again and had to go through their menu. When I reach a "live person" I was told there was no record of my call. Meanwhile, my son back in Merrimac, MA did a search to help me out and contacted Steve's Truck & Tire Co in New Market, VA. They were able to send a mechanic to me at 8:15. He worked in 88 degree head/ 80 degree humidity and got me going by 10:15. They were very reasonable on cost and have my total recommendation for anyone needing help in that area. Needless to say, I contacted Allstate Motor Club and told them to cancel my membership. The worst service experience I have ever had. I was a member for 7 years. It took them over two weeks to send an email of apology. I immediately joined the Good Sam Road Service Plan.

[Vulcaneer]

Bill7337 wrote:
On June 26, I experienced difficulty with my hitch on I81 in VA, making it dangerous for me to continue on my trip to Florida without assistance. At 4:15 p.m. I called my motor club, Allstate Motor Club, for assistance. After going through a very lengthy answering machine choice of pushing buttons, I spoke with a live person. That person had an accent and it was very difficult to talk to him. It took me an hour and a half to explain where I was located only to have him tell me that they couldn't help me and that all they could offer was a tow. By this time I was so frustrated I said tow me. That started another series of questions from him that he could not understand my answers. Example: Question was how long was my trailer. I told him 31 feet. He queried me three times on this to the point I explained feet like what you put shoes on. That is how bad this conversation was. I was frustrated beyond belief. After nearly two hours, he said he would call back in 20 minutes. He called back and hung up on me when I answered. I called their line again and had to go through their menu. When I reach a "live person" I was told there was no record of my call. Meanwhile, my son back in Merrimac, MA did a search to help me out and contacted Steve's Truck & Tire Co in New Market, VA. They were able to send a mechanic to me at 8:15. He worked in 88 degree head/ 80 degree humidity and got me going by 10:15. They were very reasonable on cost and have my total recommendation for anyone needing help in that area. Needless to say, I contacted Allstate Motor Club and told them to cancel my membership. The worst service experience I have ever had. I was a member for 7 years. It took them over two weeks to send an email of apology. I immediately joined the Good Sam Road Service Plan.

After 10 minutes, I would be outta there. As in hang up the phone. Maybe...Just maybe...call back. Why would anyone put up with that?

If you have been on the road for a few hours, I wonder while your hitch failed while traveling? So bad that you needed a tow.???

[Beaker]

Always press "0" when going thru options on menus.

[2012Coleman]

beemerphile1 wrote:

Bill7337 wrote:

...I contacted Allstate Motor Club and told them to cancel my membership....I immediately joined the Good Sam Road Service Plan.

Guess what, you still have Allstate who subcontracts for Good Sam through 2019. :B

Read here.

Whoa! - that reallyyyy stinks. Hrer is a quote from the link Beemerphile provided:

Commenting on the business agreement signed with Allstate Roadside Services, Marcus Lemonis, Chairman and CEO of Camping World and Good Sam, said, "I am very pleased with our expanding relationship with Allstate Roadside Services, which will provide customers with the most comprehensive roadside service in the marketplace. Our main focus will always be exceeding our customers' expectations and only providing service we can confidently stand behind."

I strongly urge the OP to post this experience in the Good Sam Roadside Assistance forum - click above where is says Jump to Forum - or maybe a mod will move it.

[just_me]

Yup when you get the person you can not understand, ask for a person in the USA. I had the same experience a few years back with Allstate. Now I just ask for a agent in the USA when I can't understand them, no matter what business I am talking to. And yes they are in India. GS does contract with Allstate but here in the US. Also if you have GPS coordinates give that to them for your location. It will help a lot for them to locate you on a map.

[Homer1]

Hee Hee !!

[buta4]

midnightsadie wrote:
they ALL HAVE THERE PROBLEMS. the problem is the person on there end of the phone system. IF YOU GET a nolagable person? who speaks english. you got a good chance of getting help.

I didn't know that Allstate operated in India and the Phillipines? :h

[mlts22]

The issue is the call center. Local service is probably fine... it appears to be the call center, and that is where a lot of companies tend to offshore... and usually regret it.

Another item one can use is stating that one is hard of hearing and needs an ADA rep. This almost always will get someone on the line who at least can communicate effectively.

If push comes to shove, I also have two towing programs. One from my insurance company, and Good Sam.

[Robin1953]

steveh27 wrote:
Anytime I get a foreign call center person (with any service) I have trouble understanding I immediately ask for another person from the USA. Usually I get transferred to one right away.

Last time I did this on a Dish network tech call he refused and when I insisted he hung up. When I called back I get a USA rep and the problem was resolved in a matter of minutes. The guy in the Philippines just kept telling me that he was sorry that I was having problems.

[steveh27]

Anytime I get a foreign call center person (with any service) I have trouble understanding I immediately ask for another person from the USA. Usually I get transferred to one right away.

[tomkaren13]

beemerphile1 wrote:

Bill7337 wrote:

...I contacted Allstate Motor Club and told them to cancel my membership....I immediately joined the Good Sam Road Service Plan.

Guess what, you still have Allstate who subcontracts for Good Sam through 2019. :B

Read here.

Good Sam did not have the foreign sounding agents like we did when we had Allstate. We also cancelled our Allstate after their agent could not find us on map.

[demoon]

Always ask for a supervisor if you are having a problem with any service.
I am waiting for a problem with Allstate Roadhelp given all the issues I have seen on forums. However, the two times we have had to use them, the experience was fantastic. No phone tree issue, first question asked by rep was,are you safe. Dispatched an appropriate wrecker in both instances, they arrived in a very reasonable amount of time and towed us to an appropriate repair facility.

[Ron3rd]

Bumpyroad wrote:
did somebody say Coach Net?
bumpy

Allstate might be contracting with Coach Net already, but that does not excuse the poor service on Allstate's end. We have Progressive with RA and I believe they contract with Coach Net.

[Jim_Shoe]

Most of these places don't have employees. They have a list of phone numbers of independent contractors. I've had trouble with AAA in a car in my home town, and Coach Net for my toad in Williamsburg, VA. In Williamsburg, I was already camped at American Heritage. They couldn't even find the CG. In both cases, they swore they couldn't find me. I don't think they like to work nights or weekends.

[Dennis_M_M]

I always bookmark the provider when I see a recommendation like this one. Here is a link.