| [GMCnet] Towing Service Experience - Finalized Version [message #74186] |
Wed, 17 February 2010 17:55  |
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USAussie
Messages: 15912
Registered: July 2007
Location: Sydney, Australia
Karma:
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Senior Member |
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G'day,
I have gone through this email more times than I really wanted to reviewing
and re-writing it. It is very detailed and probably more information than
most people are interested in. My intent was to document anything that the
tow provider or tow service could screw up and to cover as many bases as
possible.
There have been a number of discussions under with different subject lines.
Below I have summarized what was "said." As you can see I have not drawn any
conclusions from the information I have merely provided a summary along with
some observations and suggestions.
1) Dan G. noted the following regarding Progressive: "The adjuster I was
dealing with put me in touch with road side assistance. That is where I
should have been to start with. I got a call this morning from a very nice
lady, Vickie. She said because the GMC has a special drive train that they
were paying the 1086.00 tow bill in full."
2) Ken H. noted: "I've been very happy with Allstate Motor Club's RV Road
Help plan for many years."
He contacted them recently regarding their tow service and they advised; "As
stated in your membership handbook 'Towing to the nearest service facility
and/or minor on-site labor.' However we would like to assure you that your
vehicle would be towed to a capable place of repair.
When calling for emergency roadside assistance we would request you to
inform the customer service representative of any special equipment that
your eligible vehicle or RV requires when it has to be towed and / or
repaired."
3) Ken B. noted: "If you do not get satisfaction from Progressive, file a
complaint with your home state Insurance commission."
4) Steve F. noted: "Not on your freaking life would I ever go back to
Allstate." He detailed his reasons for making this statement.
5) Bill B. noted that the Good Sam contractor towed his GMC from the rear
which caused problems which "will likely end up in court." State Farm
reimbursed him for the extra charges he paid to get it towed to Tom
Hamptons' shop.
6) Andy M. noted that he has Allstate RV Road Help and the three times he's
used it the services were satisfactory.
7) Wesley C. noted that he has AAA RV Towing and despite some difficulties
that he "Will still stay with them."
8) Gary K. noted that on two occasions State Farm Insurance has reimbursed
him for two expensive tows, $455 & $1230.
9) John S. noted: Be sure the tow provider rep knows that the vehicle to be
towed GMC is a front wheel drive GMC Motorhome with an Oldsmobile engine.
Even though I told them I needed a wheel lift wrecker capable of lifting
4000# and towing 12000# or a low boy trailer, they did not relay that
information to the wrecker company. The first two wreckers they sent could
only use a sling so I sent them packing.
10) A number of people noted that if you are ex US Military USAA insurance
is a good option. They provide insurance through Progressive.
11) Hal K. noted: Members of another RV list I belong to favor Coach Net for
emergency road service. It is available through FMCA for a little under $100
per year. They are RV specialists and seem to do a better job than car
oriented companies.
12) George B. noted that he dropped Good Sam after a tow truck operator
selected by GS wanted to tow him to the "transmission shop he worked for" to
repair his engine oil pressure problem. To tow him where he wanted to go it
would cost $300 extra. The driver also noted that George would have to pay
for him taking his truck back home! He signed up with AAA RV Plus after this
incident.
I realize I am demonstrating an acute grasp on the obvious with what I have
written below but I intend to print a copy of it out and have it onboard
when we travel. I KNOW that I will be upset if and when we need a tow and it
will help me keep my head on straight!
I will have a hard copy of: http://www.bdub.net/GMCServiceComments.pdf on
hand also.
When you call the tow service provider representative:
1) CALM DOWN, TAKE A DEEP BREATH, SPEAK SOFTLY, BE POLITE AND PATIENT! You
are probably dealing with someone with limited technical knowledge and has
probably NEVER even heard of a GMC Motorhome before!
2) Ask for the name and direct telephone number of the representative you
are speaking to so you can call back "in case we get cut off."
3) Write down their name, date and time of your conversation, and ask for a
case reference number.
4) Ask / confirm that your conversation is being recorded.
5) Take lots of notes as to what is said! Repeat what the rep says to you to
confirm it after you write it down.
6) Have a hard copy of the TOWING VEHICLE section out of Maintenance Manual
X-7525 Page 0-4 & 0-5 or a copy of the TOWING section out of your GMC
Motorhome Operating Manual in your hand when you call the tow service
provider. The photos in these manuals of a GMC being towed using chains is
outdated. It is most likely that a wheel lift tow truck will be used.
7) Advise the tow service provider that the TOWING VENICLE section out of
the Maintenance Manual states; "Also a wrecker with at least 8000 lbs.
capacity should be used." Mention that the GMC weighs 12,000 lbs. plus. This
is for a 26 foot GMC obviously if you have a 23 foot GMC the figures will be
different.
8) Advise the tow service provider that the GMC MUST be towed from the front
or put on a vehicle long enough to accommodate it; read them the sentence
under TOWING AT REAR on page 0-5 of the Maintenance Manual.
9) Ask for the name, phone number, and contact at the shop where your GMC is
to be towed and confirm they have experience working on GMC's.
10) Most likely the rep won't be able to tell you if the shop has experience
on a GMC so if it is during normal business hours call the shop yourself
while you're waiting for the tow truck. Ask if they have any experience
working on 1973-78 GMC Motorhomes. Most likely they will not have any
experience so call the tow service provider rep back and pass that
information on to them. Ask them how a shop with no experience working on a
GMC could be qualified to do so?
11) Ask for the contact number of the towing service they are going to send.
12) Call the towing service and find out what kind of vehicle will be sent
to tow your GMC. Tell them that the TOWING VEHICLE section out of the
Maintenance Manual states; "Also a wrecker with at least 8000 lbs. capacity
should be used." Mention that the GMC weighs 12,000 pounds.
13) When the tow vehicle arrives ask the driver if they have ever towed a
GMC before. The answer will most likely be no; so discuss the requirements
of the TOWING VEHICLE section of the MM.
14) If the tow driver wants to tow the GMC from the rear DO NOT LET HIM!
Show him the sentence under TOWING AT REAR on page 0-5 of the Maintenance
Manual or the Operating Manual.
15) Make sure that wheels on your GMC do not go into the lifting frame wheel
supports too deeply which might allow the lift frame to come in close
proximity or contact the underside of the GMC.
16) Make sure that the emergency brake is off, the transmission is in
neutral, and the key is on if the GMC is to be moved with the front wheels
on the ground.
17) Confirm that the tow company is insured and is responsible for any
damage suffered while the vehicle is under tow.
18) When you arrive at the shop ask if they have experience working on a
GMC.
19) Ask the shop if they have the Maintenance Manual, Parts Book, and
special tools for working on a GMC.
20) Ask the shop how long it will be before they can look at your GMC.
21) If you are unhappy with responses from the shop call the tow service
provider and advise them. Ask if you can be taken to shop that does have
experience, manuals, and tools!
All the above may sound pedantic but if "something happens" and you wind up
in court you can easily demonstrate that you did your best to inform the tow
service provider, the tow company, and the repair shop of any special
requirements for towing a GMC and repairing it.
At the end of the day it may all come to naught but at least you won't kick
yourself for not asking a question you could / should have or doing
something you could / should have!
Regards,
Rob Mueller
Sydney, Australia
AUS '75 Avion-The Blue Streak TZE365V100428
USA '75 Avion-Double Trouble TZE365V100426
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Regards,
Rob M. (USAussie)
The Pedantic Mechanic
Sydney, Australia
'75 Avion - AUS - The Blue Streak TZE365V100428
'75 Avion - USA - Double Trouble TZE365V100426
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