good sam roadside assistance NIGHTMARE

[cmikonis]

Remember that GOOD SAM uses overseas non english speaking reps to answer their service calls. Was told this by danielle schultz in corporate. Could not understand a word they spoke and they had to call me back 3 times to verfiy my location while I sat on the side of the road watch 10 ton 18 whellers shake my rv every 10 seconds.

CASE # N1005C34920

DATE OF INCIDENT 8/27/23

NAME: WILLIAM MIKONIS

This was hands down the worst experience anyone could ever have with GOOD SAM RV ROADSIDE ASSISTANCE. If I had to take care of this myself, it would have been 100% easier .

Around 11 am on sunday 8/27, my 25 ft RV blew out a rear inside tire on highway 81 heading south near lexington, va. I called your 800 # and talked to the tire division in new york. His name was marcell. At first he was very helpful and explained that they would look for a tire within a 60 mile radius. Of course, while he was looking I researched the web and found a walmart service center that had one approx 50-55 miles away. After 2 hours, marcell told me he could not find that tire anywhere and we had to talk to towing. i AKED HIM IF A TECH COULD GO AND PICK UP THE TIRE AT WALMART IF I PAID FOR IT AND HE TOLD ME NO. Talking to towing was like communicating with a non english speaking person from india. I think her name was Faith or Raquel. To put it nicely, she was dumb as rocks. I gave her the case # and had to re-explained where we were and what are situation was . She was going to research and call us back. Her english was 2nd rate and I could hardly understand a word she said. She then called back an hour later, ASKING FOR BASICALLY THE SAME INFO I GAVE HER AN HOUR EARLIER!! She then said she was still checking on it . She then called back asking more questions, I asked her 5 TIMES WHERE I WAS LOCATED to verify the info and she gave me the wrong location EVERY TIME . She kept telling me I was at natural bridge KOA, when that was the destination I need a go to . I then asked her if I was south or north of that location and she got that wrong 4-5 times. SHE HAD ZERO CLUE WHERE I WAS!!! I THEN ASKED HER ATLEAST 8 TIMES TO SPEAK TO A SUPERVISOR AND SHE REFUSED!!!.SHE KEPT TRY TO DEVERT THE QUESTION WITH ANOTHER QUESTION I ANSWERED 10 TIMES BEFORE. At this point , I said screw it ,and was able to get to the campground for the night ( RISKING DRIVING A DAMAGED RV ). When I got to the campsite your towing dept called ( raquel ) she told me there was nothing she could do and had 911 on the line. WHAT IS 911 GOING TO DO!!!!. she was about as incompetent as the first girl and she refused 10 times to transfer me to a supervisor. I talked to marcell and he promised someone would be working on this at 8 am to find me a tire . No one did anything on this til 9 am when marcell came in to work. He found a tire and a tech would be here in 1-2 hours. Tech shows up at 1030 . His name was ZANE from LIBERTY TIRE. He was only 27 MILES AWAY. HERE IS WHERE I LOST IT, THE TECH, ZANE , TOLD ME HE WAS ON CALL ALL WEEKEND AND COULD HAVE EASILY DONE THE TIRE ON SUNDAY WITH NO ISSUES!!!!!!!!!!!!!!!!!!!.
HE TOLD ME GOOD SAM HAS A CORP MICHELIN ACCOUNT AND THEY DO WORK FOR THEM ALL THE TIME, EVEN ON WEEKENDS. MY GUESS IS YOUR COMPANY WAS TOO CHEAP TO PAY THE HOLIDAY RATE AND DECIDED TO LEAVE ME ON THE SIDE OF THE ROAD AND PUT MY FAMILY IN DANGER. What is ironic, is I saw Liberty tire on google maps and for some unknown reason, did not call them .

Then to kick me one more time

I got the bill and was charge 34.85 for a 3 year extended warranty that I did not ask for. Michelin tires come with a 40k warranty. Why would you tack this on to my bill without even asking.?

I asked marcell for a breakdown of bill and refund on warranty and never received it .

You company actually put my family in more danger and made the situation 10 time worst

[16ACE27]

I assume you weren't pulling a TOAD?

You made the best decision to limp to the campground.

I would have given up on GSRSA as soon as I got the incompetent "help".. I have no patience for poor communication and having to repeat myself. My blood pressure would have directed me to make my own arrangements for the help/repair and send the bill to Marcus.

[ducksface]

Some here say, and have convinced others, that a spare and tools is the silliest thing ever.

Good Sam and others are their dear friends who can overcome all obstacles and deliver a matching tire anywhere, anytime, timely.

And yet,
Life said differently.


Thanks for the post.
They won't change the minds but we can beat them senseless(more senseless) with your post the next time we have to read their guff.

Personally, I've the best of luck with tow trucks and tire changes and such. This has not kept me from being SELF SUFFICIENT.

Newbs;
Take warranted heed.

[16ACE27]

Originally Posted by ducksface

Some here say, and have convinced others, that a spare and tools is the silliest thing ever.

Good Sam and others are their dear friends who can overcome all obstacles and deliver a matching tire anywhere, anytime, timely.

And yet,
Life said differently.


Thanks for the post.
They won't change the minds but we can beat them senseless(more senseless) with your post the next time we have to read their guff.

Personally, I've the best of luck with tow trucks and tire changes and such. This has not kept me from being SELF SUFFICIENT.

Newbs;
Take warranted heed.

Point well taken, but sometimes it's not about a tire; sometimes it's about a tow. Out of pocket for a single tow pays for years of RSA from your favorite provider. That's we have an RSA subscription service.

We don't carry an additional spare. Maybe if we decided to drive to Alaska we would find a way to carry one but until then I have two installed "limp-along" spares and the ability to rotate them as needed myself.

Everybody should figure out ahead of time what their plans A, B, and C are for their comfort level in case of a roadside breakdown. Pulling a TOAD gives you plans D, E, and F.

[SGilbert]

My extended warranty has road side assistance, and my Progressive insurance, for an extra $10/year, also has it.
Whichever one speaks English, if I ever need to call, gets my vote.

[EA37TS]

Originally Posted by 16ACE27

Point well taken, but sometimes it's not about a tire; sometimes it's about a tow. Out of pocket for a single tow pays for years of RSA from your favorite provider. That's we have an RSA subscription service.
…

When we had our DEF problem and required a 35 mile tow in Iowa the tow bill was 800.00. Luckily the tow was covered by Freightliner. These tow trucks aren’t cheap when they’re needed. My primary RSA is Coach Net.

[dkoldman]

For Good Sams, you may have got lucky with the reps you did...

I have a theory why they kept getting your location wrong. Progressive REQUIRES you to have mobile phone to report the claim, apparently they are able to get your location from the phone. I had a blow out and I repeatedly told them I was North Bound of Gulf Freeway ( I-35) and needed a tow because no one work on a flat where I was located, but their computer showed me in a Hospital Parking lot that was due East of us and the Service Road. So versus listening to me, they kept calling Tire Tech companies until they finally figured out that I knew where I was.

I carry a brand new spare tire, no wheel. When they towed me to a safe spot, another company came out and put the new spare tire on. I like to say it did not cost me anything, but I bought a replacement new tire about a month later for $225

[dkoldman]

Originally Posted by SGilbert

My extended warranty has road side assistance, and my Progressive insurance, for an extra $10/year, also has it.
Whichever one speaks English, if I ever need to call, gets my vote.

If you ever have to call Progressive Roadside, you will not get a human. It is 100% automated and no way around it. All the communications comes via text. If you don't have a mobile or no cell service you are SOL.

They may eventually call you and you get who you got, you cannot call them back only send text. It was not as bad as it sounded but I wasted my own time because I thought I was smart enough to get a human, I was NOT

[The Gritz Carlton]

100% of all roadside service plans depend on 3rd party providers and how quick or accurately they can coordinate service calls with them. The farther off the beaten path, the worse it gets. Better to pay out of pocket from your own efforts and file for reimbursement later.

[SGilbert]

Originally Posted by dkoldman

If you ever have to call Progressive Roadside, you will not get a human. It is 100% automated and no way around it. All the communications comes via text. If you don't have a mobile or no cell service you are SOL.

They may eventually call you and you get who you got, you cannot call them back only send text. It was not as bad as it sounded but I wasted my own time because I thought I was smart enough to get a human, I was NOT

Shockingly, I cannot even thank you. I tried, and I get:
"You must spread some Thanks around before giving it to dkoldman again."
WTH!!!

[dkoldman]

Originally Posted by ducksface

Some here say, and have convinced others, that a spare and tools is the silliest thing ever.

Newbs;
Take warranted heed.

You not taking into account that those that say that, have fancy smmanzy TPMS that will alert you BEFORE any blowout condition, even if they run over a police tire stop strip; they will be notified a few seconds BEFORE tire deflates to pull over at the nearest Michelin or Goodyear Truck center.

[dkoldman]

Originally Posted by SGilbert

Shockingly, I cannot even thank you. I tried, and I get:
"You must spread some Thanks around before giving it to dkoldman again."
WTH!!!

I figure the Moderators must Hate Spreading the Love. Based on the rules, I have learned that when I stop and get out of the car and help a little old lady cross the road and if I see that same little lady needing help again, I can help her again; but she can't thank me

FWIW, I did try calling the regular claim number with Progressive and you get a human, but if it is Roadside they either transfer you to the Roadside line or give you the number to the Roadside line.

[dkoldman]

Originally Posted by The Gritz Carlton

100% of all roadside service plans depend on 3rd party providers and how quick or accurately they can coordinate service calls with them. The farther off the beaten path, the worse it gets. Better to pay out of pocket from your own efforts and file for reimbursement later.

I agree in principal, but I only had one Roadside Assistance call in my life, and I was in Houston, Texas off a major freeway !!! I think my ordeal was 16 hours before we were back on the road.

[blingo]

Read lots of info on getting help with breakdowns. Has anyone used AAA? I have had it for years on autos. Added RV to it. I am new to class A, 2021 Vegas.

[Chateau_Nomad]

Originally Posted by blingo

Read lots of info on getting help with breakdowns. Has anyone used AAA? I have had it for years on autos. Added RV to it. I am new to class A, 2021 Vegas.

My understanding is AAA works as independent agencies by region. Out of your "home region"... you're out of luck. My take is you're okay for trips closer to home. Know where your region is to be safe.

[simidrm]

A little mechanic secret here but won’t help for any breakdown except a dpf or def issue that has put you in derate or limp mode, unplug the speedometer sensor on the tail shaft of the transmission and you can drive highway speeds to get to a safe place or a dealership and save the price of a tow.

[vance2112]

GS wont even give me extended coverage due to mileage on the rv i just bought but they still send me the same crap mail offering it every few weeks. Now after refusal by them on the phone they are sending me more emails offering it again. I have all the other stuff offered by them online tires and towing and so on just not extended warranty it seems

[Jimbo56]

Originally Posted by ducksface

Some here say, and have convinced others, that a spare and tools is the silliest thing ever.

Good Sam and others are their dear friends who can overcome all obstacles and deliver a matching tire anywhere, anytime, timely.

And yet,
Life said differently.


Thanks for the post.
They won't change the minds but we can beat them senseless(more senseless) with your post the next time we have to read their guff.

Personally, I've the best of luck with tow trucks and tire changes and such. This has not kept me from being SELF SUFFICIENT.

Newbs;
Take warranted heed.

I just bought a used 245/70r19.5 Goodyear tire. $90. 2 tires bars, $35. I’ve got the 12 ton Jack. Socket. Breaker bar, and air compressor. If I can’t figure out how to single it out and limp somewhere, I’ll change the tire myself. Yes it’s been 40 years since I changed one myself. But I’ll gitirdone!

[labdaddy2001@yahoo.com]

Originally Posted by blingo

Read lots of info on getting help with breakdowns. Has anyone used AAA? I have had it for years on autos. Added RV to it. I am new to class A, 2021 Vegas.

Back in 2016, I was a total newb and was towing a 5th wheel to FL, where my wife and 4 dogs were moving. We had a brake fire on the interstate. Fire and rescue were there in minutes. No major damage to the RV but the tire was scorched and needed to be replaced, and the brakes had to be repaired. Called AAA and they left my family and myself on a narrow side strip for over 8 hours while they tried to find the ONE tow company they contracted with in Georgia......I kept calling and they kept looking. Decided to call a company on my own and within an hour they had us on route to a repair facility. That was my first and last experience with AAA. Now I have GS and would hope for a better experience but won't be surprised if it isn't.......it all depends on what region you are in when you break down. Coach Net is more expensive, but if they have a better track record, I would make the change in a heartbeat.

[MLP]

A cell call the the state patrol for assistance does wonders. They can and will get you a tow or service ASAP. Let your unresponsive service know that a highway patrol is getting service truck do to unsafe conditions. You will send them the bill. I do have a torque wrench, socket, torque multiplier, tire iron, and socket extensions. I do not have room for a 22.5 tire, but if one of the small tow trucks show up, he cannot use the excuse that he does not have tools to do the job.