Good Sam Club Open Roads Forum: Tire and Wheel Warrant issue - Unhappy
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Open Roads Forum  >  Good Sam Roadside Assistance

 > Tire and Wheel Warrant issue - Unhappy

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KangaBunnyRoux

SanAntonio

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Posted: 02/25/21 09:54am Link  |  Print  |  Notify Moderator

Folks,
I grew up respecting the Good Sam name. It was the "be-all end-all" of all things camping and RVing. As an adult I am a member of Good Sam in one fashion or another going on 20 years. Your roadside assistance took great care of me on my first long journey of 1670 miles beginning my full time adventure.

Tire and Wheel warranty service? Oh what a tale to tell.

Genuine roadside damage to a tire, some kind of a large nail in center of tread. I noticed it was low on air, used my generator and compressor to pump up. Felt like an accomplished RV guy.

Next day, low on air, repeat, and searched high and low for a cause. I was in a camp ground, no driving on the tire. I could not find it, pumped up air and realized it was losing air as fast as I put it in. Searched tire, used soapy water, could not see a leak. Mind you the tire is only 2 years old with 1670 miles on her.

Called roadside assistance, they said not them, it goes to tire warranty department. Tire warranty did not know how to help and insisted there is a third department called "Tire and Wheel" warranty service. Spoke to them, they seemed wonderful, helpful. They set up a service call during daylight hours. Informed me I paid up front for a tire and covered labor, taxes, and disposal fee, then filed for reimbursement.

Key info here: Your Tire and Warranty person set this up, gave instructions, informed me the tire would be taken by the vendor, and she explained the disposal fee. I received the receipt at 5:27 PM, sun shining brightly. The truck did not show up until 8:10 PM, and it is now dark adding cost to the call for night time work.

Great crew worked on my tire, immediately found the large nail, said it was not repairable (heavy motor home). The put new tire on rim, pumped up, I signed for the work and they departed.

Following day I called the number given by the Tire and Warranty person. This is an incorrect number and the surly person on the line named Mark seemed irritated giving me another number. I apologized for following the directions texted by the Tire and Warranty person. I was given a new number, called, and they had trouble locating me by member number and phone number. Seemed odd, but okay.

Kicker: Zach, Claims department third party subcontractor informs me I am required to take my tire in for inspection or take highly specific photos for them to evaluate. Further I am not to dispose of a tire with a hole in it until they clearly approve the claim.

Mind you, the Tire and Warranty person set it up where the service tech took the tire, and she charged me the disposal fee of $10.50. Telling me I file for reimbursement even though the vendor only charged a $3 disposal fee.

Zach, a third party subcontracted warranty administer stated my claim would ABSOLUTELY NOT be processed until I took the tire I do not have, (at direction of Tire and Warranty person). Zach says it is rule number one and he personally brought this to the attention of Good Sam many, many times. I also have this information in an email from Zach.

I reached back to the Tire and Warranty person she assured me they will get the right photos and send to me to submit to claims.

I am not a happy camper.

I paid:

$129.99 for this extra service.
$209 for a new tire
$274 Service call
$28.75 Labor
$10.50 disposal; technician charged $3 to Good Sam

This is downright revolting. And now to deal with your claims contractor telling me in writing Tire and Warranty KNOWS I must keep tire. And charging me triple the actual disposal cost ?

Your Tire and Warranty folks are preventing folks from making valid claims. By design? Sure seems a lot of folks get denied claims.

My roadside assistance should have covered labor for the tire change and my upfront cost of $129.99 should have covered the cost of my $209 new tire. This is awful and sours me completely on Good Sam.

Good Sam I want my $129.99 refunded. Or I want my $209.00 refunded. I will suck up the labor and excess cost.

Very, very unhappy. I cannot help but feel Good Sam knows warranty claims cannot be made with out the tire and they direct service providers to take the tire.

* This post was edited 02/25/21 10:04am by KangaBunnyRoux *

ReneeG

Meridian, Idaho

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Posted: 02/25/21 10:42am Link  |  Print  |  Notify Moderator

It will be interesting to read what the outcome is here.


2011 Bighorn 3055RL
2011 F350 DRW 6.7L 4x4 Diesel Lariat and Hensley BD3
1992 Jeep ZJ and 1978 Coleman Concord Pop-Up for remote camping
Dave & Renee plus (Champ, Molly, Paris, Missy, and Maggie in spirit), Mica and Mabel, both Rat Terriers!


Good Sam Care Team

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Posted: 02/25/21 12:01pm Link  |  Print  |  Notify Moderator

Hello KangaBunnyRoux,

We apologize for the experience you have had with Good Sam Roadside Assistance and Tire and Wheel coverage. We will look into this matter further. Please provide your membership number and phone number in a private message.

Thank you,
Ella
Good Sam Customer Care Team

KangaBunnyRoux

SanAntonio

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Posted: 02/25/21 12:21pm Link  |  Print  |  Notify Moderator

Thank you Ella. I look forward to the contact. By n ow the tire is likely in a huge bin of tires. I am reaching out to the service provider to see if I can get the tire. I followed all the instructions of the Tire and Wheel center, paid a LARGE sum of money that should be covered between both roadside assistance and tire and wheel program. I can only assume if I purchased my own tire and called Roadside Assistance they would have responded and changed the tire for free. I would not mind paying $209 for a new tire...but having paid $129.99 for Tire and Wheel warranty...and the tire...and the labor, and the after hours fee even though it was bright daylight when I called...and triple the actual disposal fee...only to be told "No tire, no claim." Just unacceptable.

MDKMDK

Lockdown Gulag

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Joined: 10/15/2008

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Posted: 02/25/21 06:13pm Link  |  Print  |  Notify Moderator

ReneeG wrote:

It will be interesting to read what the outcome is here.


X2.


Mike. Comments are anecdotal or personal opinions, and worth what you paid for them.
2018 (2017 Sprinter Cab Chassis) Navion24V + 2016 Wrangler JKU (sold @ ????)
2016 Sunstar 26HE, V10, 3V, 6 Speed (sold @ 4600 miles)
2002 Roadtrek C190P (sold @ 315,000kms)

midnightsadie

ohio

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Posted: 02/26/21 06:28am Link  |  Print  |  Notify Moderator

OH NO!!! you threw the tire away, they,ll need that for warrenty inspection.

BadgerMcAdams

Phoenix, AZ

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Posted: 02/26/21 07:53am Link  |  Print  |  Notify Moderator

midnightsadie wrote:

OH NO!!! you threw the tire away, they,ll need that for warrenty inspection.


While you may think that is funny, I am almost absolutely positive that the OP didn't. Rubbing salt (even if it is supposed to be 'funny' salt) in the wounds of others doesn't come across as caring about the misfortunes of others...just saying.

You can take it how ever you want.

MDKMDK

Lockdown Gulag

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Posted: 02/26/21 09:09am Link  |  Print  |  Notify Moderator

midnightsadie wrote:

OH NO!!! you threw the tire away, they,ll need that for warrenty inspection.


Careful sadie, the comedy cops/thought police are everywhere these days....[emoticon]

KangaBunnyRoux

SanAntonio

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Posted: 02/26/21 10:18am Link  |  Print  |  Notify Moderator

I think, rather I will take it as sarcastic humor, which I love. No hurt taken.

I will say this: Corporate read, responded immediately, and aggressively investigated the situation. They reached out to me privately and we had a healthy discussion on the disconnects between instructions from the service center and the claims department.

Moving forward I truly hope I am a part of fixing this. Corporate management definitely left me with the impression they are deeply engaged and changing the culture of disconnects with the program. New senior management teams are in place and dedicated to turning this around for the positive. Early AM I received correct pictures from both the Tire Warranty person and the service provider. They gave the courtesy of also sending them to claims and it was acknowledged.

My tires are 2 years and 5 months old and have 1670 miles on them. I maintain pressure and never fail to check prior to driving. I put those miles on it driving to Texas and checked condition and pressure daily. Just how I roll. So I absolutely know there isn't any premature wear or heat damage. The pictures show a very large nail...almost a spike in the tire. My assumption is you just don't plug tires anymore, particularly on a 15000 pound motorhome.

Heck if "we" (management and me as a 20 plus years Good Sam Affiliation) can turn this around I would gladly testify to this and even make a commercial for them touting the improvements.

BadgerMcAdams

Phoenix, AZ

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Posted: 03/01/21 08:08am Link  |  Print  |  Notify Moderator

Sadie, sorry I jumped on you for your comments...It was not your fault. I had just received news that a good friend of mine had passed away, and my mindset was not as it should have been.

I really f*$king hate COVID...

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