Friday, September 17, 2021
Friday, September 17, 2021

Roadside Assistance gave us the wrong tire – on purpose!

On May 27th, my spouse and I were approaching an RV park in Provo, Utah, for the night on our trek north for the summer. After settling into our pull-through site, we began our routine hookup. As I walked around the back of our motorcoach to open the electric bay, I noticed a narrow “v-shaped” gouge in our left rear tire. Almost new, having no more than 3,000 miles wear on the back tires, I called to my spouse, “We’ve got a tire problem.” He walked back, looked at the tire and said, “We’re not driving on that.” He continued our hookup and I called Good Sam Roadside Assistance.

When the unexpected occurs

Unbeknownst to us, our “Platinum” policy did not reimburse the cost of the tire as was implied. Huh! We were under the impression from a query call to learn about this program that we’d be required to purchase the tire up front, then submit a claim for part, if not all, of the tire cost (depending upon the wear-and-tear value of the damaged tire) … sans reimbursement for the service call. We understood the service call charge was akin to a “deductible charge.”

Concluding the incident report with Roadside Assistance, my spouse clearly communicated to the dispatch representative the tire’s specifications (i.e., 295/75R22.5), outside left rear load tire. After that, he was transferred to Tire Rescue. We thought it odd that member services was located in Denver, Colorado, and Tire Rescue was located in New York. A few minutes later we received notification that a tire facility would be dispatched to our location in approximately 90 minutes.

Tread measured 28/32 and reported as new by the service tech

The tech arrived with the wrong tire!

My spouse introduced himself to the technician as he was rolling the tire toward our coach for replacement. My spouse spoke to the tech, “This is a steering tire. We requested a load tire.” The technician replied, “I repeated that same comment to them three times. They said their company policy is to replace with a steering tire.” By this time, I walked out to hear their conversation continue. My spouse said to the tech, “The aspect ratio is different on steering tires versus load tires.” The tech said, “You’re absolutely right.” My spouse replied, “Correct me if I’m wrong, but doing so will either ruin this tire or the inside tire quickly.” The tech replied, “Exactly.” My spouse said, “Take this one back and get me the right tire, please.” The tech agreed and stated he would return in an hour or so.

We immediately called back to Tire Rescue, questioning why they had ordered a steering tire, which was estimated at $130.00 more than the load tire. The representative commented that it was their policy to provide steering tires for replacement. That’s all well and good if you have nothing but steering tires on your RV. If not, use our experience as a “note to self – caveat” should you acquire any tire replacement policy.

Returning with the right tire

Approximately one hour later, the tech returned. My spouse walked outside as the young man was rolling the tire toward our coach saying, “I balanced it for you as well.” My spouse thanked him, responding, “At least it’s the right tread pattern and aspect ratio.” As he was tightening the lug nuts, the tech reiterated, “It’s a good idea to check lug nuts once daily when traveling.” We thanked him and he departed.

Following up

On June 3rd, I called Roadside Assistance asking how to file the claim for reimbursement and receive credit for the cost difference of the right type of tire that was replaced versus the higher-cost steering tire. First, we were told to submit the claim online and then the agent responded that Tire Rescue will have to wait until the facility that replaced the tire submitted their invoice and that could be up to thirty days. Not cool! It would have been better if Tire Rescue at least acknowledged the cost differential and communicated that to us accordingly. We shouldn’t have to follow up for the credit.

Two weeks later…

After three separate phone calls and elevating to two supervisory personnel, a Roadside Assistance coordinator vowed to forward the file to Tire Rescue requesting they follow up with a phone call back to us. Credit forthcoming? Who knows.

Live and learn!

##RVT1006

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Elaine C
1 month ago

Our interesting story about Good Sam Roadside Assistance took place in Quebec, Canada. We blew a front steer tire. Service truck came from a business in Quebec, Canada. The tire we purchased was brought by them…so Canadian funds. Our Visa bill came…we were charged for the tire in US$. Since exchange was about $1 US cost us $1.30 Canadian…it was a couple of hundred dollars more for the tire in US$. I contacted Good Sam to explain that all the transactions took place in Canada, so we shouldn’t be charged US$. They said they always charge in US…I asked who gets the couple hundred dollars extra that we spent in exchange when the tire was purchased in Canadian dollars. After a couple of emails back and forth, the issue was resolved favourably and we were issued a refund of the exchange difference. Always pay attention and check your credit card bills. This story had a happy ending 🙂

Linda C
2 months ago

We have never had the impression that Good Sam would reimburse the price of the tire. I do think there is a separate policy for tires though. Nothing but great experience with Good Sam in 20 years, not so with Camping World though.

bjensen6
2 months ago

Sounds like that insurance was definitely not worth the premiums.

Karl Roebling
2 months ago

Looks like she drove over a spike of rebar, probably from failing to maintain her lane in a construction area. Doesn’t look like the tire was at fault.

BILLY Bob Thronton
2 months ago

Sounds like you were givin’ “the business”, or their system doesn’t have the ability to discern steering from load. You might want to follow up with your highest contact, to try and have them correct their system. That might eliviate the next person who gets the wrong tire. Your knowledge of steering and load, is not common with RV owners, so I suggest at least try and teach them.

David Blomberg
2 months ago

Just another example of the sad demise of a once excellent organization, Good Sam. There was a time when I wouldn’t have any other roadside service, but I and many others I’m sure, are looking for coverage that we can count on.

Tom Horn
2 months ago

Only Greed and Power with Marcus

patrick loftus
2 months ago

I have had absolutely no help ever from Good Sam. Completely Useless. A waste of money.

Raymond Clark
2 months ago

Camping World salesman said roadside assistance would bring our spare But the policy states we need to have a tire and wheel.
Read your policy or be prepared to pay dearly 🙁

Nita Taylor
2 months ago

We have heard lots of bad reviews about Good Sam Roadside Assistance, and very little good. I would not buy this service, nor would I recommend it to anyone!

Bob p
2 months ago
Reply to  Nita Taylor

It was good before the Marcus regime took over, he has ruined a good thing in the name of PROFITS!

David Lastoria
2 months ago

And yet, another reason to cancel and never join a Good Sam club membership ever again. Nothing but a shakedown, and a scam.

patrick loftus
2 months ago
Reply to  David Lastoria

I completely agree….borders on a “scam”

rvgrandma
2 months ago

Forgive my ignorance but what is the difference between a ‘steering’ tire and ‘load’ tire? When we get new tires they are all the same.

Harrison
2 months ago
Reply to  Kate Doherty

Steer tires support greater weight then drives and have thicker sidewalls. Running a steer tire on a drive axle is not uncommon and done quite regularly in the trucking industry.

Kenneth Potts
2 months ago
Reply to  Kate Doherty

No, they run recaps on the back because of the cost difference. I assume the same is true for you.

George Barlow
2 months ago
Reply to  Kate Doherty

just so wrong, talk to a professional, aspect is same for steer as for drive, only get load rating for your wieght, more will just cost you money and may heat up, load rating does nothing against road hazards, only let’s you put in more air for weight, steer tires are usually cheaper than drives, and as very few times is a tire brand new when damaged, the tread depth is usually closer. Please consult experts, not service personel for the right tire for your weight and usage, air pressure for load as AND not what is on tire as that is MAX.
45 YEARS IN COMMERCIAL SALES,SERVICE,AND RETREADING

Bill
2 months ago

I’ve got to agree with Ray and Chris. We had Good Sam for years, and it was a miserable experience. And they always insist on sending out that Roadside Repair Vehicle, even when it is obvious that it won’t be able to help. Example – a bearing failure sheared off the end of the axle spindle. I called GS for a flatbed. Over my strenuous objection, they sent out a Ford Fiesta driven by a guy with a small toolbox of screwdrivers and pliers. He fiddled around for two hours, charged us for the hours plus his travel time both ways, then left. By that time it was too late to get a flatbed, so we spent the night in a hotel – at our expense of course. When we got home, I immediately switched to AAA, which is interesting in itself. AAA is a loose association of geographic “chapters”, each of which sets its own benefits levels. Northern New England chapeter is great – others not so much. But worth checking out. They have been good to us..

David Telenko
2 months ago

Ok I’m not getting the wrong tire!They said its a steering tire & we need a road tire?? I guess I’ve not had enough flat tires to know the difference. This whole situation is way weird to me. Heck in over 40 years of RV’s I’ve only had one flat tire (yes I’m knocking on wood), maybe because I’m lucky or keep good care of my tires, change them long before they wear out & before the supposed 7 year max life!
Snoopy

Ron Lane
2 months ago
Reply to  David Telenko

Actually (not sure if it makes a difference or not) the article referred to a “load” tire….not a “road” tire.

Kenneth Potts
2 months ago
Reply to  Ron Lane

There is no difference between a load tire and a steer tire. Smart people run matching tires. The difference comes when you start replacing tires. You can run recaps on the rear, but not the front. This is when the term steer tires comes into play.

Neal Davis
2 months ago

This unfortunate tale confirms that “Good Sam” no longer is short for “good Samaritan.” Maybe it is just a pseudonym for Marcus Lemonis’ bank account. My in-laws had Good Sam’s medical policy and, because they made the mistake of calling paramedics BEFORE Good Sam, their claim was rejected. Consequently, all our Good Sam policies were canceled and replaced by those of Coach Net or FMCA.

Angry
2 months ago
Reply to  Kate Doherty

Me too. The guy bought me a soda & tried to molest me in the parking lot.

Phil Atterbery
2 months ago

In the past 5 years that we’ve been on the road, I’ve noticed many OTR trucks carrying unmounted spare tires. Then the tech can swap the tire out on the shoulder, reinstall it and you’re on your way.

Dr4Film
2 months ago

I have been with Coach-Net for 11 straight years now and have not been disappointed with any of the service calls. I have had the coach and 30 foot trailer towed three different times over the past 11 years one which was over 200 miles in northern British Columbia and never had to pay one penny for any of the service calls. I had lots of trailer tire problems but always had a spare and “knock on wood” have not had any tire problems on my coach.

Hugh ga4d
2 months ago
Reply to  Dr4Film

Also had coachnet 19 years all good.just found a better one through the escapees rv club better and cheaper than coach net. Good sam is camping world/gander not good. Worst of the worst. 60 years in rvs.

Ray
2 months ago

At least he got someone to come out. We’ve been stranded twice in 6 years and Good Sam has failed us miserably. The first time, in west Texas, they called to say they just could not make it out there that day, hours after saying they would send someone. The last time was on a very busy highway just north of Houston. The GS rep said the only in-program facility was not picking up on their phone and gave me 2 other facilities to call, at my expense of course. As far as GS roadside assistance goes, save your money for the crisis.

Chris
2 months ago

Does anyone ever have a good experience with Good Sam ?

Dan
2 months ago
Reply to  Chris

I cant speak to Good Sam, but we have AAA on everything we have, car, truck, RV, and motorcycles. We’ve never used it on the RV, but it has worked great the little bit we’ve used it on the other stuff. Call AAA, give them the details so they can contact someone to dispatch locally. Wait a short while, the local service calls and estimates when they will arrive. They show up, address the problem and it’s done. AAA even calls back later for a follow up to find out if we were satisfied. Top that, Marcus!

Jack P
2 months ago
Reply to  Dan

Also can not respond about Good Sam, but have been very satisfied with AAA. Two service episodes on our RV in 6 years (AAA provides RV insurance through Progressive). First a flat tire near Organ Pipe NP, which is only close to Mexico. They promptly sent a service tech from a town to the north to change the tire for us (we have a spare). Second in Alberta, CA, when our turbocharger blew up. Took them a long time to get someone to us, but they constantly called us to make sure we were OK and giving us updates on tow truck arrival. Towed us 110 miles to Calgary to a dealer who promptly did the repair work on warranty after verifying coverage with the dealer for a US warranty (it was 4 yrs old then). Whole process-getting the tow truck 100 miles to us, tow to the nearest city that could provide service, and separately, turbocharger and a bunch of other consequentially damaged parts repaired-all at no charge but time.

Tom
2 months ago
Reply to  Chris

Read so many horror stories about Good Sam I added my travel trailer to my AAA. Had them for 23 years and always great service. This weekend I hit a hole and bent an axle. 75 miles from home. Just needed to have it taken home so I could replace the axle. First time I tried to use them for my rv. I wasn’t sure what was allowed from them and the lady assured me that it was covered up to 100 miles. She could not find a provider right off but told me someone would be in contact with me every 30 minutes till we got it resolved,that was at 1:30. Tried to make contact with them severa times, but their computerized system would only give messages that they were working on it. Could not get to a human. Finally got a person at the local office who agreed this was outrageous and Actually found a number for service complaints. 866-222-2273 if anyone wants it. Got them at 5:52pm lady agreed it was outrageous and someone would be in touch. Finally got a call back at 6:22 and was told they were still trying to find someone that could handle it. 100miles was out the window. Policy has changed to $500.00 max and I would probably have much more than that out of pocket. Won’t give the rest of the details but finally got an automated call at11:15 pm and I stopped the service call. Maybe AAA is OK for a rv tire change but forget them for a real problem.

Bob p
2 months ago
Reply to  Tom

I’ve read on this site where AAA says you have to specify RV coverage and of course pay more, so don’t just sign up for AAA thinking you have RV coverage.

jim R
2 months ago
Reply to  Tom

The last time I used AAA the service was great, once I got to talk to someone. I spent 40 mins on hold before I could speak to someone. I think they want everyone to download and use the AAA app.

Bill
2 months ago
Reply to  Chris

I have had 4 occasions to use the Good Sam Roadside assistance .. all with great results. 2 occasions resulted in a flatbed tow to my home, one of which was 30 miles past the stated distance limit (at no extra charge), one was a tow out of a ditch and a spare tire install, the last was a lift off of a parking lot block I was high-centered on. All were performed in a timely manner by knowledgeable and friendly tow truck drivers. I’ve had AAA in past years with no issues either. Financially Good Sam suits me best at this point.
I rarely shop at Camping World but would use that occasional $10 savings coupon if a store were closer than 60 miles.

Bob p
2 months ago
Reply to  Chris

We had good Sam for several years and it was good, when The Marcus Regime took over their service hit the bottom. I don’t know anything about him except from the time he bought GS. He has destroyed a wonderful organization and alienated many RVers in the name of profits. I would gladly turn in my lifetime membership for a partial refund, I don’t even display any Good Sam signs anymore, I won’t advertise for him.

Tom
2 months ago

Stand your ground.

MrDisaster
2 months ago
Reply to  Kate Doherty

Contact an attorney, have them write a strongly worded letter making threats of Consumer Protection” laws in the state where the incident took place. Make sure the letter outlines the exact remedy you expect and a reasonable timeframe. I had a friend who is an attorney send a letter on my behalf for a large deposit that was to be returned. It took two weeks and cost me a container of sippin’ whiskey. Often they will write the letter for a small fee.

George Barlow
2 months ago
Reply to  Kate Doherty

please see above posts

George Barlow
2 months ago
Reply to  Kate Doherty

no such thing as “load” tire. steer drive trailer, all same load rating will carry same weight , drives are more expensive than steer bec as use more tread depth, again talk to a professional, tires are complicated pieces of equipt

Bob p
2 months ago
Reply to  George Barlow

Yep! Steer, Drive, and Trailer! The difference on trailer tires is the rubber compound is designed for scrub resistance when the trailer is being turned and the tandems are sliding sideways.

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