Good Sam Club Open Roads Forum: Recent Good Sam Roadside Assistance Experience
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Open Roads Forum  >  Good Sam Roadside Assistance

 > Recent Good Sam Roadside Assistance Experience

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TC&Z

Atlanta, GA USA

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Joined: 08/24/2004

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Posted: 08/17/19 10:06am Link  |  Print  |  Notify Moderator

I wanted to share our recent poor Good Sam RV Roadside Assistance experience for other’s benefit. We have been members for 3 yrs but this is the first time ever used. We got a pin hole in brake line due to rust, pedal went to the floor, so we had to stop and were stranded on I-75 at the Kentucky Tennessee border near Jellico. I called Good Sam, they engaged. Said they would call me every 20 minutes to update me. After an hour I called them. They said they had been busy trying to find a shop that could service our rig. Really, a shop? Wouldn’t it be better to get mobile RV repair? They called later stating they had found a shop that could service my rig in Knoxville. Really, are you sure? That’s 60 miles away! Now they were trying to find a tow truck that could tow our 38 ft MH from the rear without damaging the body. DW and I were not confident this was the right path forward so we began searching for mobile RV repair ourselves. We found East Tennessee RV Mobile repair on Facebook and called them. Very professional, knew their stuff, already I felt comfortable. They asked for make, model, VIN so they could buy and bring various compatible parts they may need. They were in Gatlinburg so would take them 2 hrs to get to us. I called Good Sam back, after 4 hrs they were still trying to find a tow track for us. I told them to cease further support, we were going to handle it ourselves. E TN RV repair texted update enroute and arrived when they said they would. We were back on the road within an hour. I plan to try to claim my repair costs with Good Sam, I expect them to cover it but we will see. Our repair costs were certainly less than what they would have incurred and no overnight stay was needed. Will post later with results.

We were not impressed with Good Sam’s customer service, almost seemed as if this was the first time they had to deal with a situation, wholly inept. In hindsight, is there a nationwide listing of all of the mobile RV repair folks and their locations? Would seem this would be very valuable for these types of situations for RVers and Good Sam too.

Safe travels....

GSRoadsideAssistance

Everywhere

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Joined: 03/20/2012

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Posted: 08/17/19 10:16am Link  |  Print  |  Notify Moderator

Hello TC&Z,

I'm sorry to hear about your experience. That is not the kind of experience that we want our members to have, and is not the norm.

Please send me a PM with your member number and phone number when you are able.

Thanks,

David
Senior Coordinator Good Sam Roadside Assistance

RoadsideGuy

Colorado

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Joined: 06/04/2015

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Posted: 08/17/19 10:19am Link  |  Print  |  Notify Moderator

Thank you for the post. I’d like to pull the detail and investigate the specifics of the situation. Yes, we sometimes use mobile mechanics in this situation, and in others we decide it is best to tow to the nearest repair shop capable of making the repair. We of course consider the breakdown location for safety and ability to make the repairs also.

Could you please send me a pm with your membership number and more detail so i can look into this?

Thank you in advance!


Darren J White
Senior Director - Operations
Good Sam Roadside and TravelAssist

MDKMDK

Canada

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Joined: 10/15/2008

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Posted: 08/17/19 11:46am Link  |  Print  |  Notify Moderator

They drove from Gatlinburg to Jellico to fix your rig at the side of the interstate? That must have cost you a fortune.
Yes, GS would try to get you off the side of the interstate to a safer location first, before sending a mobile RV repair service to your location. They've usually asked me before anything else, "are you in a safe location?". They have to consider their liability regarding the potential dangers of sending someone to try to fix it on the side of a freeway, versus getting you to a repair shop off the beaten path.


Mike.
2018 (2017 Sprinter Cab Chassis) Navion24V + 2016 JKU (sold @ ????)
2016 Sunstar 26HE, V10, 3V, 6 Speed (sold @ 4600 miles)
2002 Roadtrek C190P (sold @ 315,000kms)

midnightsadie

ohio

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Joined: 01/07/2008

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Posted: 08/17/19 04:16pm Link  |  Print  |  Notify Moderator

had a buddy with the brake line leaking he smashed it tight, drove off the main road and then found a repair shop. after a inspection there was other places rusted, had all the lines changed and the flex hose,s too.

lmpres

New Hampshire

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Posted: 08/18/19 06:41am Link  |  Print  |  Notify Moderator

MDKMDK, I disagree they would try to get you to a safe location first. A couple years ago, I had a tire snap all the lug nuts on a tire and fly off my 5th wheel. I called and they asked if I was in a safe location. I told them definatly not! I was just outside of New Haven CT, 0730 (Rush Hour), where the highway went from 4 lanes down to 3. GS told me I had to get the unit to a safe place. Not them! They suggested I chain the axle with the missing tire up before I tried to move the trailer. Don't know about your mechanical ability, but way above my paygrade! I was lucky that a Conn Highway Dept safety assist vehicle with the employee of the year showed up to get us out of that very dangerous location.

TC&Z

Atlanta, GA USA

Senior Member

Joined: 08/24/2004

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Good Sam RV Club Member


Posted: 08/18/19 07:12am Link  |  Print  |  Notify Moderator

MDKMDK wrote:

They drove from Gatlinburg to Jellico to fix your rig at the side of the interstate? That must have cost you a fortune.
Yes, GS would try to get you off the side of the interstate to a safer location first, before sending a mobile RV repair service to your location. They've usually asked me before anything else, "are you in a safe location?". They have to consider their liability regarding the potential dangers of sending someone to try to fix it on the side of a freeway, versus getting you to a repair shop off the beaten path.


Good Sam did ask us several times if we were safe. We were, we had pulled off on a quiet exit ramp. The cost was $250 for the distance, plus labor and parts. It was worth every penny to us!

Anyone know of a nationwide listing of mobile RV repair folks??

Good Sam Care Team

Everywhere

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Joined: 09/12/2012

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Posted: 08/21/19 08:44am Link  |  Print  |  Notify Moderator

Hello,

I am closing this topic due to lack of activity. Thank you for your time and participating. Please feel free to open a new thread on this topic in the future if you wish.

Thank you,
Ella
Good Sam Care Team

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