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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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Joe
3 months ago

We had less than 500 miles on our brand new diesel pusher and in a remote town. Luckily we were in a campground when my daughter heard a hissing sound. We called roadside assistance and told them the size of the tire, location and reinforced it with “tractor trailer size tire” A few hours later a pickup pulled up with two men carrying a small air tank to fill the tire, at that point told them that I had an air port and hose and low pressure was not a problem. They then took a 1/2” breaker bar and long pipe out to loosen the lug nuts and you guessed it snap went the bar, they left and returned with a 3/4” bar and the same pipe and it snapped, they finally returned with a 1-1/4” bar and this time they were successful. I told them when they return with the tire to make sure they had a torque wrench since the rear brakes are disc and I gave them the torque value, two days later they returned with a brand new torque wrench and a repaired tire. Glad I wasn’t along the road!

Joe Dobry
3 months ago

Interesting post. Wondering how one ‘checks the lug nuts’ on a 22.5 wheel? Look at them to see if they are all there?

Elaine C
11 months 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
1 year 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
1 year ago

Sounds like that insurance was definitely not worth the premiums.

Karl Roebling
1 year 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.

Steve
3 months ago
Reply to  Karl Roebling

Wow, you’re good. What caused the scratch on the side of my truck?

Impavid
3 months ago
Reply to  Steve

That was rebar flipping up. Obviously it was 3/8″ rebar and had rust on it.

Mark
3 months ago
Reply to  Karl Roebling

I didn’t see anything in the article suggesting the tire was at fault.

BILLY Bob Thronton
1 year 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
1 year 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
1 year ago

Only Greed and Power with Marcus

patrick loftus
1 year ago

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

Raymond Clark
1 year 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
1 year 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
1 year 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
1 year 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
1 year ago
Reply to  David Lastoria

I completely agree….borders on a “scam”

rvgrandma
1 year 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
1 year 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
1 year 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
1 year 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
1 year 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
1 year 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
1 year 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
1 year 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
1 year 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
1 year ago
Reply to  Kate Doherty

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

Phil Atterbery
1 year 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
1 year 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
1 year 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.

Bill
3 months ago
Reply to  Hugh ga4d

Only 50 years of RVing and just ASA and Good Sam roadside assistance .. Both gave me excellent service and I now regularly reup with Good Sam.

Ray
1 year 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.

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