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2manytoyz

Central FL

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Joined: 06/16/2002

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Posted: 02/26/22 02:13pm Link  |  Quote  |  Print  |  Notify Moderator

I've had AAA, and State Farm. Now we have Progressive, and they were excellent when our motorhome got stuck next to our house. Response time was about 45 minutes to send a large tow truck to drag it out. There was no fee, no increase in the policy price the next year.

Details and a short video is located here: http://2manytoyz.com/stuck-motorhome.html


Robert
Merritt Island, FL
2015 Forest River Georgetown 328TS
2006 Jeep Wrangler Unlimited TOAD
Falcon 2 Towbar, Roadmaster 9400 Even Brake System
http://www.2manytoyz.com/


JoeH

Apollo Beach,FL

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Posted: 02/27/22 05:22am Link  |  Quote  |  Print  |  Notify Moderator

This is a post I made several weeks ago......
---------------------------------------------------------------
I have been a coachnet subscriber for over 20 years and had to use them in early December. What a horrible experience. After I got home, I wrote the CEO and never got a response. Then I wrote the VP of marketing who had a staff member call me. I got lip service and a commitment to follow-up with me in a few days. Well, more than a few days passed and no follow-up. Just what I expected.... below is my letter to the CEO outlining the poor service we received. Make your decision on your provider carefully.... your safety depends on it !


Mr. Ostlund,

Yes, we were on the side of the road for 29 hours and this was no rural country road. It was US 1 in Maimi-Dade county Florida with cars and trucks whizzing by at 60-80 mph literally a few feet from the side of our motorhome. To say I'm disappointed in the service and response from Coach-Net would be an understatement.

On Friday December 3rd we left our home in Apollo Beach, Fl to spend a few nights at Key Largo before going to Key West. At about 14:00 my coolant temperature rapidly rose and the alarm went off. I moved to the side of the road. This was at Mile Marker 122 on US1 south of Homestead, FL. The infamous 18 mile stretch. The road here is a narrow 2 lane highway with the lanes separated by Jersey barriers. The shoulder is very narrow and in many places not even wide enough for a car, fortunately I was able to find a spot that we could actually get out of the travel lane by about 5 feet without sinking into the mud .

After assessing the situation and finding a catastrophic water pump failure, I call Coach-Net at 14:30 for assistance.
The first person I spoke to asked a few questions and then passed me to a technical staff member. We discussed the situation and he said he would get a tow truck to the scene. I was told it would be about an hour before the truck would arrive. Well, that wasn't even close. At 19:30, a full 5 hours later, a truck shows up, the driver looks at the situation and says he isn't able to tow a motorhome due to the configuration of his truck.

I call back Coach-Net and after some discussion they start to try to find another tow truck. After a few more hours, they decide that it would be good to inform the Florida Highway Patrol of our situation. A trooper comes by and provides visibility to the oncoming traffic with his emergency lights. Another tow company was finally dispatched and when they got to the scene the driver said he could not tow from the front, but would tow from the rear by raising the coach by the trailer hitch. I told him and pointed out the label on the hitch, that the hitch was rated at 1000 lbs tongue weight capacity and that the coach weighs 42000 lbs and that there was no way I was going to allow him to even attempt to do that. If I hadn't stopped him, I'm sure there would have been tens of thousands of dollars damage. He left and soon afterwards, the trooper had to leave . It was now after 03:00 Saturday...over 12 hours since I called in the issue.

I called Coach-Net again. They decided there was nothing to do at this late hour and would resume their (feeble) efforts in the morning. I was told I'd be contacted at 07:00 .

07:00 comes and goes and a little after 08:00 I get a call and they are going to resume trying to find a wrecker. I was promised call backs on status, but never received them. I had to call back myself to find out what was going on. Finally at 16:30 Saturday a couple of guys show up and said they had it under control. These guys were super professional, efficient and demonstrated outstanding team work. After a short period of time, during which they showed me what they were doing, they had us all hooked up and ready to go. But, as we were staring to pull out, one of their airbags on the rear axle failed and in interest of safety, they decided to unhook and drive back to the shop to get another truck.

They returned with a different truck and reattached the motorhome and we were finally off the side of the road at 19:30 Saturday. A full 29 hours after the time I called in for assistance.

When we got to the repair shop they backed us into position and unhooked. As I was thanking them for their outstanding service , I asked why they hadn't been called earlier. They told me that they were not on Coach-Net's vendor list and were called in only in dire situations. These guys were by far the best. You should have them at the top of the list for towing large RV's. They are Edwin and Kevin from American Eagle Towing. The other companies that showed up should be removed from your vendor list.


The reason I am sending this letter to you is to make sure you are aware of how poorly this call for emergency assistance was handled and that hopefully you will take corrective actions to prevent this from happening to someone else.

Some thoughts to consider :

- make sure the vendor you dispatch understands what is being towed and make sure they have the equipment to do so.

- the second tow operator obviously had no experience in towing a motorhome and if he had tried to tow from the trailer hitch as he had wanted to do, he would have caused extensive damage. It is likely that if it had been another person in my situation they might have taken him for his word and their motorhome would have been destroyed. You need to thoroughly vet your vendors to help prevent unnecessary damage.

- we were in a potentially very dangerous situation on a heavily traveled road. Police notification by your team should not have taken over 10 hours.

- When your staff says they are going to call back in a certain period of time, they need to do so. Other than a couple times when they did call back as promised, in general, I had to call back and wait on hold to get status.

- Scrub your vendor list. You obviously have incompetent service providers that are wasting your time, my time and their time and at the same time destroying your reputation as a quality service provider.

- A 29 hour wait to get EMERGENCY service is not acceptable under any circumstances.

Try to put yourself in the situation that we were in and see what your reactions would have been.


I look forward to your response.


Joe
2013 Dutch Star 4338- all electric
Toad is 2015 F-150 with bikes,kayaks and Harley aboard

JoeH

Apollo Beach,FL

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Posted: 04/07/22 05:53am Link  |  Quote  |  Print  |  Notify Moderator

... as a follow-up to my post about my experience with unknowledgeable tow truck drivers and poor service from my road side assistance provider, I wanted to show you what might happen if you don't know how your RV is supposed to be towed and you leave it up to the tow truck driver. Before you have your RV towed, call the manufacturer and get their recommended procedure/technique.... I'm glad I did, otherwise I would have been in the same situation as the people in this story.
Couple stranded after tow truck rips off front end of Motorhome

Sandia Man

Rio Rancho, NM

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Joined: 08/09/2008

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Posted: 04/07/22 10:22am Link  |  Quote  |  Print  |  Notify Moderator

We use USAA for all our insurance needs over the last 3 decades including all our towable RVs, but when we called to cover our 40' class A they connected us to Progressive. We had call to use their roadside assistance and they were very responsive having our rig towed nearly 40 miles to our home where I was able to do repairs myself.

Progressive consistently stayed in contact throughout the entire process, being stranded along I-40 with so many other commercial diesel trucks having issues they were able to send the appropriate sized tow truck to handle our rig, tow company sent driver and assistant to help quickly disengage driveshaft and get rig down the road.

Dutch_12078

Winters south, summers north

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Posted: 04/07/22 11:25am Link  |  Quote  |  Print  |  Notify Moderator

Our Progressive insurance ERS plan sent a very suitable tow truck to get us off the road for service a couple of years ago. The driver was knowledgeable and since it was raining and a muddy location, he pulled the axles rather than dropping the drive shaft.


Dutch
2001 GBM Landau 34' Class A
F53 chassis, Triton V10, TST TPMS
Bigfoot Automatic Leveling System
2011 Toyota RAV4 4WD/Remco pump
ReadyBrute Elite tow bar/Blue Ox baseplate


wa8yxm

Davison Michigan (East of Flint)

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Joined: 07/04/2006

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Posted: 04/07/22 04:27pm Link  |  Quote  |  Print  |  Notify Moderator

Flute Man wrote:

Coach-Net. I’m very happy with them.


Started with Coach Net.. NOW. understand that most roadside companies use contract towers in the area you are stuck in ... The one time I called coach net the contractor (NOT COACH NET) sent about half enough truck.. We still got the job done but.. Well. I had to slightly re-write the tow truck operator's instruction book (I won't go into details but it was a winch out and the way I had him do it more than doubled the "Pull" of the truck. I could have easily re-doubled it had there been need).

After that I just used road service from my insurance.. I made sure I had a spare kilobuck on my credit card and the regular Insurance swiftly paid the claim. Of course one of the adjusters did apologize for laughing as he approved another stuck in sand... (Well I was rather careful, and inventive, in how I worded the claim... I thanked him for laughing. I was going for a laugh. and 200 dollars, got both)


Home was where I park it. but alas the.
2005 Damon Intruder 377 Alas declared a total loss
after a semi "nicked" it. Still have the radios
Kenwood TS-2000, ICOM ID-5100, ID-51A+2, ID-880 REF030C most times


olfarmer

Iowa

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Joined: 03/29/2006

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Posted: 04/07/22 08:26pm Link  |  Quote  |  Print  |  Notify Moderator

We had Good Sam towing for years. They towed us from Bad lands S.D. to Rapid City about 70 miles with no charge (31' Class A MH). The dealer they towed us to thought they had fixed the problem. Two days later the problem re-occurred near Kalispell, Mt. and they towed us to a camp ground on Sunday evening, then the next day they towed us to a Dealer who fixed the problem. But, when I called for for help that second time they said they would arrange the tow but I would have to pay as it was a pre-existing condition. I pointed out that they had towed us to a dealer who failed to fix the problem. They said I would have to pay but that I could appeal that decision. I did so when I got home an they paid in full! I have been very happy with Good Sam ERS, unfortunately because of age and health we can no longer use the Motor Home so I let let it expire but if we could still travel I would not leave home without it.


Ed & Ruby & the 2 cats
2001 Winnebago Brave 30W
7.4 gas Work Horse Chassis
99 Jeep Grand Cherokee


Yankee Clipper

Cairo, GA

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Joined: 06/08/2006

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Posted: 04/08/22 08:13pm Link  |  Quote  |  Print  |  Notify Moderator

We had a flat in Wewahitchka, FL a few years back and called Good Sam. They took the call, and said the best they could do was sent a unit from Mennomini Falls. I pointed out that we were not in Minnesota. They said their computer put Mennomini Falls as close as they could get to Wewahichtka.
My son and I changed the flat.


Yankee Clipper
2014 Winnebago Sightseer 33C on Ford F53 6.8l V10
2014 Honda CRV 4 down toad/Roadmaster Falcon2 with EvenBrake
TireMinder TPMS, Duke the overgrown Boxer mascot/lousy watch dog
Rosey the minidachshund resident Princess-in-Chief

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