Good Sam Club Open Roads Forum: It took over 5 hrs to dispatch help.
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Open Roads Forum  >  Good Sam Roadside Assistance

 > It took over 5 hrs to dispatch help.

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Crodad

Lafayette, LA

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Posted: 09/27/21 02:31pm Link  |  Print  |  Notify Moderator

We called for help after we noticed our boat trailer was missing 4 out of 5 lugs. The first call was made at 4:00. By 8:00 we decided to abandon the boat where it was. At 9:00 I canceled the request. A few minutes later I received a text saying a tow truck was on their way and it would be 60 to 90 minutes. I called the tow company to let them know I canceled the request. I am very disappointed in the service I received. I ended up doing the repair myself the next day. I should not be left broken down for 6 hrs when I pay to have roadside assistance. If I have to abandon and repair myself, what am I paying for? I admit that in other calls I’ve made, the service was adequate. But you let me down this time.


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Ranger Smith

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Posted: 09/27/21 02:36pm Link  |  Print  |  Notify Moderator

You could have taken 2 lugs off the other side and put them on where missing and drove to safety and gotten some. Thats what I would have done. Roadside assistance is good for 1 thing … Taking your money


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shadowpup

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Posted: 09/27/21 03:05pm Link  |  Print  |  Notify Moderator

I was at a county park in So. CA, my slide would not come in. I called GS and was told it would be 3 hrs. to get someone out to help. That was 10:00 am. Check out was 11:00 am. We finally got going at 3:00 pm, at a cost of $200.00. The only thing the guy did was jump (hot wire) the switch. Why am I paying GS for help?


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wildtoad

Blythewood, SC

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Posted: 09/27/21 04:17pm Link  |  Print  |  Notify Moderator

How did you lose 4 lug nuts in the first place? I would have thought you would have already encountered a much worse situation than just missing lug nuts.


Tom Wilds
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Reno

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Posted: 09/27/21 05:13pm Link  |  Print  |  Notify Moderator

I assume the OP post was about GS roadside assist. I have had excellent friendly and fast service from AAA for only $120.00 per year as premium member. I was a GS member when i bought new TT in 2003 but never used them. My backup road assist is USAA.

toedtoes

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Posted: 09/27/21 05:31pm Link  |  Print  |  Notify Moderator

Good Sam RA follows a process:

You call for a tow or service;
The rep contacts contracted companies until they find a shop willing and able to take your vehicle/RV/trailer;
Only then do they send a tow truck.

Delays happen at various points. After hours, weekends, and holidays, most shops are closed so the rep cannot confirm, so they will not send the tow truck until the shops open.

If your vehicle/trailer requires a non-standard tow truck, there may only be one or two trucks in the area and they may be on other calls.

If you require a mobile mechanic rather than a tow, your call may be put on the back burner by the mechanic for non-RA calls as they usually get better pay.

AAA, on the other hand, will send the first available tow truck because they do not arrange for the repair shop. On the downside, that means you have to figure out where to get towed and if in a new area, you may not know of any.


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Bionic Man

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Posted: 09/27/21 10:57pm Link  |  Print  |  Notify Moderator

The only person who has a strong vested interest in getting you service ASAP is you. If you're in that situation again, my advice is to call service providers yourself, and see who can get there first. Pay out of pocket, and bill GS. I know from first hand experience that method works for AAA, as well as the roadside assistance from my vehicle insurance.


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Posted: 09/29/21 12:42pm Link  |  Print  |  Notify Moderator

Hello Crodad,

Thank you for your time and post.
We sincerely apologize for the frustrating experience you had when calling in for assistance. We set a very high customer service standard and always want to make sure we are providing that across the board.
I wanted to reach out to let you know our office has received your concerns, and I have sent this over to the correct leadership team requesting that they review your service call to determine what went wrong, to ensure this does not reoccur.
Thank you for taking the time to make us aware of this issue, and for giving us the opportunity to assist with having this addressed.

Thank you,
Ella
Good Sam Customer Care Team

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Posted: 10/04/21 10:01am Link  |  Print  |  Notify Moderator

Hello,

Thank you for your time and post, we are closing this thread due to lack of activity. Please feel free to open a new thread if you have additional questions or comments.

Thank you,
Ella
Good Sam Customer Care Team

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Open Roads Forum  >  Good Sam Roadside Assistance

 > It took over 5 hrs to dispatch help.
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