Miles Away
Lebanon, TN
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Joined: 04/01/2008
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I called Good Sams ERS for the first time today and was not pleased. My truck wouldn't start. Fortunately it was in my driveway. I had recently had some major work done on the truck at my GM dealer, so I wanted it returned to them to fix it. I explained the issue to the first person I spoke with and gave her the name and address of the dealer where I wanted the truck towed. She said she understood. After running through her menu and asking me a bunch of questions, including the color of the truck, she gave me the names of two garages she could have it towed to. Both of which, according to her, were 17 miles away. I again informed her that I wanted the truck towed to the GM dealer at the address previously provided. Now things started to get interesting. She insisted that my truck had to be taken to the closest "authorized" facility and if I wanted it taken someplace else, I would have to pay a mileage penalty for each mile further than the closest "authorized" facility. I informed her that the GM dealer I wanted the truck towed to was closer than 17 miles and she replied, "not according to my computer." I asked her to run it again, and she finally got the message, but only after curtly informing me that if the garage I selected (GM dealer) could not fix the truck, I would have to pay for the second tow out of my own pocket. She then put me on hold for another 25 minutes (no joke), while she attempted to find a towing company. At the end of 25 minutes, I was disconnected. I called back and spoke to another representative, who seemed to have her act together. She informed me that she would locate a tow company and call me back with an ETA. Within ten minutes, a third representative called back and said they had a tow truck on the way with an "ETA of one hundred minutes or less". It has now been two hours since I first called Good Sams and I am still waiting on the tow. I guess I should be grateful that I'm not on the side of some highway in the middle of no where.
M & M  On the road again!
2007 GMC 3500-SRW-Duramax-longbed-4X4
2008 Keystone EVEREST 348R 5th wheel
2002 SUNDOWNER gooseneck horse trailer
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bdpreece
Woodburn Oregon
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Joined: 05/27/2004
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Now I remember why I have Coach Net.
Brian, Loretta & Daisy (Golden Retriever)
2008 Holiday Rambler Endeavor PDQ40
2008 Ford Explorer toad
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midnightsadie
ohio
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Joined: 01/07/2008
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me too I switched for the same reason.
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MudChucker
Niverville Manitoba
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Joined: 03/07/2008
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we switched to CAA premium +RV
2005 PILGRIM 274RL 5SS
2007 GMC Sierra 2500HD SLT 6.0
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GSRoadsideAssistance
Everywhere
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Joined: 03/20/2012
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Thank you for your post Miles Away. I apologize for the experience that you are having and would like to look into this for you. Please send me a private message with your Good Sam information and I will contact you. Thank you, Zach
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wannavolunteerFT
South Georgia
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Joined: 01/01/2010
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I have only used my GS Roadside Assistance for lock outs and both times, someone was there within an hour (in suburban area outside of small city with limited services). The last time keys got locked in the vehicle, it was my brand new Ford truck, so I decided to call Ford and not keep calling GS. This was on Monday afternoon about 5PM Ford sent me a text that some company I had never heard of would be there within an hour. They never showed, but I reccieved a second text at about an hour stating that a different company would be there within 75 minutes. I called that company and they had just got notified of my problem and were coming from a town 50 miles away. They came as quickly as they could for the distance and traffic and quickly opened my truck.. the moral to this is all roadside assistance have to find someone who can and will come to where you are and provide the assistance.. we all have to remember that the dispatcher may be having to find someone who will get up from family event or late at night, and drive to the middle of nowhere to help someone who is upset over being stranded and having to wait. I am quite sure that locksmith hesitated to come to our city with a high crime rate to a location that he was not familiar with to unlock a pickup for some distraught woman.
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Alpenliter
Fulltimer: Wherever we are!
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Joined: 04/10/2005
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So those recorded messages at the beginning of your call that say "This call may be monitored for training purposes", might actually be used; as a lesson on what Not to do!
Marcus the CEO of GS is making a concentrated effort to improve the company and its responses from top to bottom. I' ve been impressed by the quick responses by his representatives on this forum. Hope your problems get resolved.
My first Wife Linda, 45+years
2004 F-450 CC, DRW 6.0 Classy Chassis Upgrade
Bulletproof Diesel upgrades
1997 33' Alpenlite
400 Watts Solar
Lifetime Good Sam Member #39644174
Escapees SKP#89882
Vietnam Vet '67-'68
Extreme Makeover RV Style!
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mlemonis
lincolnshire, IL
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Joined: 03/11/2006
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I will get this resolved immediately
This is not ok
Please email me this so I can forward around to my team
Marcus Lemonis
Chairman and CEO FreedomRoads, Camping World and RVs.com
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Alfred622
Rochester, MN
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Joined: 03/21/2005
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I've been very happy with Coach Net (only needed them once, but they really performed extremely well in that situation).
I'm glad to see the Good Sam representative monitoring this forum and trying to improve customer's perceptions of his employeer.... it is good to have competition...keeps our prices low!
Alfred
2005 Sightseer with Workhorse, ReadyBrute Elite towing 2003 Honda CRV
Map below shows states where we actually camped.....
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danfoote
sussex, new brunswick
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Joined: 06/30/2006
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Hey Miles
Be thankful you were not in my shoes and had to wait over 24 hours for a tow truck.
we also had a elderly family (75 years old) that broke down close to where we live - they were 10 miles outside of town and waited in 90+ degree heat for over 4 hrs. I was out with my antique car, so i went back and got my other car and had this family come to my house before they all died of heat stroke. I wrote good sam and told them about this situation - they NEVER even had the courtesy to contact me back. I have also shared this and other stories on here and was told to "contact them through a Privite message" I did and I am still waiting for a response.
|I guess i need to continue to pray that i don't break down each time before \i head out in my vehicles.
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