I called Good Sam Roadside Assistance on August 4th for a tire replacement on my motor home. I was in an RV Park at the time in Illinois. The repair tech showed up a few hours later to replace the tire. He suggested both tires should be replaced since they were steering tires. I agreed. He said that would require another call to Good Sam for approval which I did.
The phone calls required a credit card number which I provided both times using a different card for each call. The tires were replaced and the tech left leaving me with a receipt showing 2 tires replaced but no dollar figure.. When I reviewed my credit card statements recently, I discovered that Good Sam had charged each credit card for the 2 tires.
When I called to protest, I was told they could do nothing about it. When I refused to accept that answer, I was advised their claims group would review and get back to me. After 4 days, no one called me back so I called the individual I had spoken with originally and she said she didn't know why some one hadn't called me. She contacted the claims group again and kept me on hold. She returned to say they responded that there was nothing that could be done.
I told her since the amount was several hendred dollars, I considered it fraud and would pursue it through the courts. I have since canceled my membership which I suspect prompted another call from the claims group to say that some one else had to review the situation and that would take another 5 days since a weekend was involved. I was offered $100.00 to settle the matter which I refused. I am awaiting the call.
I have been a member of GoodSam's Roadside assistance program off and on since 1998. During that entire time I only had to use their services one time. That was in 2003. Our motorhome was undrivable and they dispatched a flatbed truck, put the motorhome on the flatbed and transported it to the repair facility. I was thrilled when it did not cost me a dime.
Now fast forward to 2015. We were on a trip and in the middle of Arizona coming home. When I was inspecting the rig before we hit the road, I discovered a very large bubble in the sidewall of the steer tire on the drivers side. Because of my previous great exprience with the service, I called to have a tech dispatched to bring and install a new tire.
When I was talking to the woman on the phone, she informed me of the price of the tire that I would have to purchase and I asked if I could simply have a used tire installed to get me home. My intention was to replace all 6 tires on the rig, so I did not want to have mis-matched tires. She told me that they could not do that, but that I could contact the service provider directly and then put in for reimbursement of the service call and mileage.
The service company informed me that they would not put on a used tire either. I asked what they had available as the least expensive new tire, so that I could get the rig home and then replace all 6 tires. They gave me a priice. I then called Good Sam Roadside Assistance again and stated that I found a tire that was less expensive than the original one that they quoted me. I was informed that they could not match that price and that I could pay the entire amount and they would reimburse the service call and mileage. I reluctantly agreed.
I called back the same service center and they did dispatch a tech who did a great job replacing the tire. When I got home, I contacted Good Sam for their reimbursement procedures and was emailed a form. I sent in the form with copies of the reciept for the tire and the service call. On the receipt, the road service, mileage charge and fuel surecharge was $254.80. I received a reimbursement for $127.40, or an additional $127.40 out of my pocket, in addition to the $327 I paid for the tire.
I called and had several conversations with the Good Sam Roadside people. The first couple of calls were less than pleasant. I was informed that if I had read my agreement in detail, I would understand their rationale for the reimbursement. I stated that the invoice I paid did not state that some amount was due to labor and some amount was for the service call. It was all listed as service call. I escalated the matter to a supervisor and he was very nice, but he was not able to help resolve this.
The supervisor specifically told me that the person I talked to had not been clear in what would or would not be reimbursed and that she would receive additional training. I said, so your employee made a mistake and I am the one to pay for it? I was told yes!. I said, as a business owner, when one of my employees makes a mistake that costs one of my customers, the company absorbs that cost, not the customer. He said he was sorry, but that was their policy.
I informed Good Sam Roadside Assistance during the courese of the several calls, that the rig was driveable, but for safety reasons I elected to have the tire replaced. If I had been informed that I would be forced to pay for a service call in addition to a higher priced tire, I would have limped the final 40 miles to a major town and had it replaced there. As I always had the option to call for service if the tire failed enroute. In other words, I expended additional money, expecting a reimbursement and despite the rep admitting that the person I talked to on the phone was not clear, am stuck with the bill.
Now, the amount is not a lot, but the principal and the attitude says a TON. I could have easily saved the service call amount, gotten a tire cheaper and not had the hassle of dealing with a group of people that are more interested in not paying a claim, then they are in providing good customer service.
I am terribly disappointed in the treatment I received when it could have been avoided by 1. clear communication from the dispatch person 2. owning up to the mistake and reimbursing me for their mistake.
Good Sam Enterprises LLC. Reviews
I called Good Sam Roadside Assistance on August 4th for a tire replacement on my motor home. I was in an RV Park at the time in Illinois. The repair tech showed up a few hours later to replace the tire. He suggested both tires should be replaced since they were steering tires. I agreed. He said that would require another call to Good Sam for approval which I did.
The phone calls required a credit card number which I provided both times using a different card for each call. The tires were replaced and the tech left leaving me with a receipt showing 2 tires replaced but no dollar figure.. When I reviewed my credit card statements recently, I discovered that Good Sam had charged each credit card for the 2 tires.
When I called to protest, I was told they could do nothing about it. When I refused to accept that answer, I was advised their claims group would review and get back to me. After 4 days, no one called me back so I called the individual I had spoken with originally and she said she didn't know why some one hadn't called me. She contacted the claims group again and kept me on hold. She returned to say they responded that there was nothing that could be done.
I told her since the amount was several hendred dollars, I considered it fraud and would pursue it through the courts. I have since canceled my membership which I suspect prompted another call from the claims group to say that some one else had to review the situation and that would take another 5 days since a weekend was involved. I was offered $100.00 to settle the matter which I refused. I am awaiting the call.
I have been a member of GoodSam's Roadside assistance program off and on since 1998. During that entire time I only had to use their services one time. That was in 2003. Our motorhome was undrivable and they dispatched a flatbed truck, put the motorhome on the flatbed and transported it to the repair facility. I was thrilled when it did not cost me a dime.
Now fast forward to 2015. We were on a trip and in the middle of Arizona coming home. When I was inspecting the rig before we hit the road, I discovered a very large bubble in the sidewall of the steer tire on the drivers side. Because of my previous great exprience with the service, I called to have a tech dispatched to bring and install a new tire.
When I was talking to the woman on the phone, she informed me of the price of the tire that I would have to purchase and I asked if I could simply have a used tire installed to get me home. My intention was to replace all 6 tires on the rig, so I did not want to have mis-matched tires. She told me that they could not do that, but that I could contact the service provider directly and then put in for reimbursement of the service call and mileage.
The service company informed me that they would not put on a used tire either. I asked what they had available as the least expensive new tire, so that I could get the rig home and then replace all 6 tires. They gave me a priice. I then called Good Sam Roadside Assistance again and stated that I found a tire that was less expensive than the original one that they quoted me. I was informed that they could not match that price and that I could pay the entire amount and they would reimburse the service call and mileage. I reluctantly agreed.
I called back the same service center and they did dispatch a tech who did a great job replacing the tire. When I got home, I contacted Good Sam for their reimbursement procedures and was emailed a form. I sent in the form with copies of the reciept for the tire and the service call. On the receipt, the road service, mileage charge and fuel surecharge was $254.80. I received a reimbursement for $127.40, or an additional $127.40 out of my pocket, in addition to the $327 I paid for the tire.
I called and had several conversations with the Good Sam Roadside people. The first couple of calls were less than pleasant. I was informed that if I had read my agreement in detail, I would understand their rationale for the reimbursement. I stated that the invoice I paid did not state that some amount was due to labor and some amount was for the service call. It was all listed as service call. I escalated the matter to a supervisor and he was very nice, but he was not able to help resolve this.
The supervisor specifically told me that the person I talked to had not been clear in what would or would not be reimbursed and that she would receive additional training. I said, so your employee made a mistake and I am the one to pay for it? I was told yes!. I said, as a business owner, when one of my employees makes a mistake that costs one of my customers, the company absorbs that cost, not the customer. He said he was sorry, but that was their policy.
I informed Good Sam Roadside Assistance during the courese of the several calls, that the rig was driveable, but for safety reasons I elected to have the tire replaced. If I had been informed that I would be forced to pay for a service call in addition to a higher priced tire, I would have limped the final 40 miles to a major town and had it replaced there. As I always had the option to call for service if the tire failed enroute. In other words, I expended additional money, expecting a reimbursement and despite the rep admitting that the person I talked to on the phone was not clear, am stuck with the bill.
Now, the amount is not a lot, but the principal and the attitude says a TON. I could have easily saved the service call amount, gotten a tire cheaper and not had the hassle of dealing with a group of people that are more interested in not paying a claim, then they are in providing good customer service.
I am terribly disappointed in the treatment I received when it could have been avoided by 1. clear communication from the dispatch person 2. owning up to the mistake and reimbursing me for their mistake.