Badlands
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A few days ago, I posted my concerns over the breakdown situation I had with my motorhome, and the unsatisfactory service I received in lining up a tow. It concerned the 2nd or 3rd party businesses who actually provided the tow service, and, their repeated promises that a tow was "within 15 minutes of you." That happened 3 times, over a 2.5 hour period, and was very frustrating. Did Good Sam reach out to me? Yes, they did, and I know they will work to improve the communication system failures that I experienced. Thank you, Zach, for the personal phone call, and taking your time to see that my concerns were heard.674Views0likes6CommentsRe: A Very Unsatisfactory Roadside Assistance Experience
GSRoadsideAssistance wrote: Thank you for the post Badlands. We apologize for the experience you had. Please send a private message with your membership number and contact information and we'll reach out. Thank you, Zach Zach, it's a moot point. My complaint centers on communication following the incident, or, more specifically, the inaccurate and infrequent communication offered by the second or third-party providers you use to carry out the actual services. Too, Good Sam should be more involved in the communication process, rather than sending a text over three hours after our call in, asking if we'd been towed. That's not being customer centric. Good day.0Views0likes0CommentsA Very Unsatisfactory Roadside Assistance Experience
Last week, we were on our annual trek to Texas for the winter. We were on a major two-lane highway, two hours north of Victoria, Texas, when the engine died on our motorhome. There was a blinding rainstorm, and the semi and auto traffic was very heavy, though it was a Saturday. We were still on the roadway, but I managed to re-fire the engine and ease off the shoulder, with one foot separating us from the race-track lanes of traffic. We pulled our Good Sam Roadside Assistance card, and placed our call. The person on the other end asked countless questions, including, of course, "where are you?" What kind of RV are you in? How long is it? Is it gas, or diesel? How tall is it? Is the engine in front or in back? What happened? What brand is it? What model is it? And on, and on. Why, Good Sam, don't you have this information on record? You have our money for the service, but you know nothing about our equipment. That's inexcusable. We end the call, with a promise of a call-back once they know more. The time was 11:49 am. Many minutes passed, but the call did come back, and they hadn't located anyone who could tow us. To put this in perspective, we were less that 20 miles from Interstate 35, one of America's busiest north/south routes. We knew there was a wide range of tow equipment all along that route. Another call-back was promised. At some point after 1:30, a new caller made contact with us, and they asked every single question the first Good Sam person had made. They never identified themselves, but said they would continue to try and locate a tow. We explained that we were in a dire situation, barely off the highway, on a sharp curve, in pouring rain and heavy highway traffic dangerously close to us. Big Deal! My plea was water off a duck's back. At 2:00, still not hearing another word, we called the second caller, and our ID showed their location as Blue Springs, Missouri. After begging for answers, nothing had changed. "Still looking." Approximately 2:20, we receive a 3rd call. "Your tow is less than 15 minutes from your location." Approximately 2:45, I call back, telling them no one has showed up. "They're less than 15 minutes away, you will see them soon." At 3:00, over three hours after breaking down, we receive a text from Good Sam, asking if we have been towed. It's a yes or no question, and we hit 'no'. A minute or so later, a Good Sam rep calls, and after telling him of the broken promises, he says, "We use second and third party businesses to line up the needed services, so we don't know what they will promise. I'll check into it. 3:30, another call. "Your tow is no more than 10 to 15 minutes from your location." We were asked our location during every call, and gave it precisely. Thank you, GPS. I call again at 4:00, and get a different rep. Good Sam? Blue Springs, who knows? "You should see your tow at any moment." Right. At 4:45, we receive another call, and my wife answers the phone. "Are you the semi driver that's broke down?" the caller asks. "No," my wife tells him. "We are in a 42 foot motorhome, pulling a SUV, and we're broke done. Are you a towing service?" "Motorhome? I was told to come out and tow in a tractor-trailer rig, not no motorhome! Where are you, anyway?" He had been sent in the OPPOSITE direction from us, and now he had to back-track. At this point, we're ready to spit fire, but not at the current caller. At 5:05, he comes around the sharp bend in the highway, and hits his emergency lights when he sees us. When he gets turned around and returns, he pulls in front of us, and comes back to talk to me. I had just disconnected the toad. "Can you tow us to safety?" I ask him. "I don't know. Let me crawl under the front end and have a look." Since we were on a Freightliner chassis, we lucked out, and FIVE HOURS AND FIFTEEN MINUTES after breaking down, he set about hooking up our front end. FIVE HOURS AND FIFTEEN MINUTES, Good Sam. Do you have any idea what it feels like to be stranded like that, passed on from one service to the next, broken promise after broken promise, in a very dangerous situation? At 40,000-some thousands pounds, our right side had sunk into the mud, and the tow driver was a miracle worker with his ability to remove the driveshaft. At 6:00+ that evening, we were dropped outside the gates at the Lonestar Freightliner dealership near Bryan, Texas. They, of course, had closed for the day, so we spent the next three days boondocking in the mud. The breakdown? A broken belt, which was ordered on Monday and replaced on Tuesday. Good Sam, you dropped the ball all the way around. Your second or third party support was nil. We were constantly fed false promises, and to repeat everything, over and over, is beyond reason. How do you think my wife and I enjoyed this experience?1.7KViews0likes14CommentsRe: How do you use your class A?
Retired, and we spend Oct - March as Winter Texans, then camp in various other northern locations during the other months. As others have said, it's been an evolutionary process; tents, pick-up camper, park model on a lake, travel trailers, and now, a Fleetwood Excursion 40E DP. Never did a 5th, and no desire at this stage of life to do anything other than our present ride.429Views0likes0CommentsRe: Platinum membership required for motorhome service?
GSRoadsideAssistance wrote: Thank you for the post MDKMDK. We apologize for any confusion with the letter. You can contact member services at 800-842-5351 for assistance with your questions or you can send me a private message including your contact information and we'll give you a call. Thank you, Zach Wouldn't it be more appropriate to answer the OP's questions on this forum, so we all benefit from the explanations? I believe it would. Thank you.0Views0likes0CommentsRe: Sent paper in for refund
Good luck, c daddy. It was 91 days of waiting for me, and hours of phone calls, emails, and endless frustration. And, that 91 days began after the dealership received my cancellation / refund request on their form. Absolutely a slap in their customer's face, and not a word of apology. This forum, and Ella specifically, DID help me. I believe you'll be helped as well.0Views0likes0CommentsRe: Is Class A smoother ride then Class C and MPG
Just switched this spring from a 2016 33' class C to a 41.5' class A. The C had air bags on rear, and the standard V10. We tow a Dodge Durango, and have done so with both units. Difference in mpg is minor, but ride quality and quietness of the class A is huge. In 14,000 miles driving the C in all terrain, we ranged between 6.5 to 8.0. Added the 5-Star tuner, and on level ground, we were hitting the 9.0 range;3,200 mile trip. On the A, we've done a little over 1,500 miles, with an average mpg of 7.3, all of it towing. For us, the ride quality and quietness far offset the slightly less mpg. As others have noted, there are dozens of variables to consider when answering your questions, but you get a general consensus.667Views0likes0CommentsRe: Cannot Secure Refund on Cancelled Policy
Stacy, since you, Ella, and other members of Good Sam have served as a liaison with my rebate problem, I think this thread has run its course, and you can close it at any time. Thank you for elevating the issue on my behalf. To anyone still curious, not only is there a second party involved with obtaining the rebate, but a third party, as well, and that does NOT include the dealership, which is a 4th level. Once my check is in hand, and deposited, I will report back to this forum. However, at this time, I still have no answer as to when. That being the case, I trust that Stacy and Ella will stay atop this, behind the scenes, until I have satisfactory resolution. Thank you.0Views0likes0Comments
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