This was the second time that I needed to have a tow from my own driveway in the past 5 years and ran into the same issue. I am not impressed with Good Sam Roadside Assistance.
I have a 2004 Ford Excursion Diesel and over the weekend I noticed that there is a leak coming from underneath the truck of a red fluid that kind of looked like transmission fluid. When I started the truck it started flowing out at a fast rate near the bottom of the radiator. I'm assuming that it is the transmission cooler or a pipe coming into it that is the source of the leak.
The fluid level on the dip stick was still good but I wasn't about to risk driving the truck to my Ford dealer which is 8 miles away so I called GS Roadside Assistance today to have it towed to the dealer. The operator tells me that they can only tow it to the closest authorized repair shop that they show in their system which is a Firestone garage a little over 4 miles from my house and if I wanted to go to the Ford dealer I would be responsible for paying for the extra 3.5 mile towing charge.
I explained to her that I was not going to let a Firestone mechanic mess with anything possibly transmission or engine related in my diesel truck and I wanted to go to the dealer which has a certified diesel mechanic. I've been a member of the GS Roadside Assistance for 7 years and my renewal date is May 31. I explained to her that if I had to pay for the additional 3.5 miles I would not be renewing my membership next month. After being placed on hold again she comes back and said that is the policy and I am responsible for the additional mileage.
Before giving her my credit card information for the mileage charge I decided to ask to speak to her supervisor so they would fully understand that they will be losing a customer as I won't be renewing next month. After another long hold she comes back on the phone to let me know that she talked to her supervisor and they will tow my vehicle to the Ford dealer at no additional charge. All told they had me on the phone for 30 minutes over a 3.5 mile tow!!! This is a terrible way to conduct business. Not only did they waste 30 minutes of my time they tied up a phone line and a customer service rep for 30 minutes over something she should be authorized to fix on her own in the first 5 minutes. I wasn't asking to be towed an extra 25 miles just 3.5!!!
I had the exact same experience a couple years ago when I wanted our other vehicle towed to a dealer instead of Firestone and that time the dealer was only 2 miles farther away. Same issue of requiring me to pay for the difference and again it took being on the phone for close to a half hour to get the extra mileage approved at no charge.
2005 Arctic Fox 32D
2004 Ford Excursion EB 4X4 6.0L PSD
BrakeSmart Brake Controller
You know the GS policy, why did you not simply negotiate the additional 3.5 miles with the tow truck driver and get on with your life.
He was already going to be paid for the service call, hook up and drop off. IMO you got yourself and others aggravated over a clearly defined policy you don't happen to agree with. Last time 2 miles, this time 3.5 miles, next time?
PBH Portable Beach House
2008 GMC 2500HD Duramax Allison
2009 Cameo 34CK3
MorRyde IS, Disc Brakes, G614's
PullRite Super Glide Hitch
Propane fueled Yamaha EF 2400is
The contract is the contract and you want something more that you have not paid for. At what distance should they cut off 'was only x miles away'. First it was 2 miles, this time 4 miles, will it be 10 miles next time. I think you should thank Good Sam not discontinue. They are keeping their side of the contract and you are not.
I think you should shop for a better deal, they are out there. Obviously GS has set up a network that gives them some sort of kickback. I would never have my expensive tow vehicle taken anywhere except a dealer with qualified staff.
NO mileage restrictions on towing, NO out of pocket charges, coverage for all your household vehicles and so much more.
Our last tow of Truck and Fiver was nearly 100 miles after being stranded on I-95 for about 10 hours with a broken spring until GS ERS finally got the right rig to tow us.
Over the past 30 years or so I have been towed WHERE I WANTED TO GO per their terms on 3 occasions. Once in Colorado on I-70 East of Denver. Once in California on I-5 on the downside of the Grapevine with a blown transmission line. Had them tow rig to Bakersfield CG and park the trailer, then take the truck to the nearest Dodge dealer and bring us back to the CG.
And the last one mentioned on I-95.
That IS their terms so some of you are apparently mistaken about what you are paying for and the OP was totally correct in requesting they take his truck where he wanted it to go.
What IS unfortunate is that the operators are all too often hopeless in knowing what their real purpose is, TO HELP THEIR VALUED CUSTOMERS with a minimum amount of misinformation and needless delay.
In the OP's case he was in no danger.
In our case 10 hours on a busy Hiway is UNFORGIVABLE!!
They sure don't advertise the mileage restrictions that must be buried in the fine print. The below is a copy and paste right from the "Join Now" tab of the Good Sam Roadside Assistance webpage.
ROADSIDE ASSISTANCE BENEFITS INCLUDE:
- 24 Hour Customer Service hotline
- No mileage restrictions on motorhome towing, travel trailer towing, - 5th wheel towing and auto towing!
- Covers spouse and children
- Coverage in U.S., Canada, Mexico & more
- No out of pocket charges
- Largest RV towing dispatch network
- Discounts and more