This is a short saga (the oxymoron is intentional) of my recent experience with Good Sam Roadside Assistance.
I have Good Sam Roadside Assistance for my 5th wheel. Recently while backing my RV into my parking spot where I store the rig I got myself into a jam and couldn’t move forward or backward without a high probability of damaging my RV or the one next to mine. Don’t ask…
I called Good Sam for some suggestions or help. The agent I spoke with asked me some questions, one of which may have been key to deciding whether or not they would help me. He asked if there was any risk of damaging my vehicle or another and I said yes. After all, that is why I called them. When I answered that question I was thinking about towing it forward or backward with my pickup truck, not having it dragged sideways by a tow truck with a winch. I’m not used to thinking in those terms. Why would I be? I didn’t know that could be done.
I was told there was nothing they could do if there was risk to my vehicle or another. The conversation ended. Flustered and frustrated, dead in the water so to speak, blocking traffic at the storage facility, in desperation I called an independent tow company. A tow truck was dispatched and about 10 minutes after it arrived my RV had been dragged sideways, without risk of damage to neighboring vehicles and I was able to move again. I was handed a bill for $281.
After thinking about it over the next few days it seemed to me Good Sam should have dispatched a tow truck and handled this on their dime. After all, wasn’t that what I was paying them for? I called them and asked if the kind of tow operation used to rescue my rig (something called a “winch out” I learned by reading the invoice) was covered under my policy. I was told yes, it was and that the agent I spoke with on the night of the problem didn’t ask enough questions to properly determine the correct course of action.
I was informed I could file a request for reimbursement online and I did. After doing so an email arrived on Nov. 28 saying I would hear from Good Sam in 5 days. I didn’t.
On Dec. 23 I called Good Sam to follow up on the situation. I was told that a reimbursement check had been mailed on Dec. 4 and that it could take 3 weeks to arrive. 3 weeks? I asked. Why would it take 3 weeks. I was told it was sent 4th class mail. What? How much money could they save sending a letter to me with something less than 1st class postage? How much is a stamp nowadays? 50¢?
I’d never heard of 4th class mail so I decided to do a little checking. What I found is that there is such a thing for items over 8 ounces, but not for a letter. Was the agent with whom I spoke misinformed? Lying to me?
The check arrived a couple days after I spoke with the agent and it was postmarked Dec. 22, not Dec. 4, although it was dated Dec. 4. It was sent first class mail not 4th class as I had been told.
I was originally denied service to which I was entitled. Had I not had the wherewithal to look further into the situation I would have been stuck with a bill for $281. How many people I wonder are told by Good Sam they aren’t covered for something when they should be and wind up paying out of their own pockets for something they shouldn’t have to?
Next, I was promised a response in 5 days which I didn’t get. After that I was misinformed about when my check had been sent and the mail service used.
In my estimation, nothing about my experience with Good Sam in this instance except for the eventual reimbursement went right–Good Sam fumbled the ball at every possible opportunity. That’s my opinion anyway. What do you think? Is Good Sam a bad actor?
Coming soon, a report of my DIY installation of an AIMS 1000 Watt Pure Sine Wave Power Inverter.
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