We had an opportunity to call Coach-Net yesterday when we had a flat tire on our coach. We called around 2:30 and it was 8:30 p.m. before anyone arrived. We were told initially by the service that they would be able to patch the tire if possible and get us on our way. Later, we received a call back from CN stating that according to the road service (who had not seen our tire yet), we would have to buy a brand new tire, different brand, because our tires were obsolete and no longer manufactured and none were available anywhere. We recognized this for the con it was and insisted we did not want to buy a new unmatched tire and requested a used tire or a patch in order to get us to a dealer. I was disappointed that CN accepted the service's explanation and tried to convince us a patch or used tire was not going to work. We requested another service be contacted and we were told that 8-9 services had already been contacted and all refused the call. Huh?

We then got on the internet and got Michelin's customer service number. Called them. . . (1) our tires are NOT obsolete, (2) are still being manufactured, and (3) a dozen+ of our tire were available at a dealer just 22 miles away. They also have a road service, but are not part of the CN family. However, had we called them to begin with, they said they would have had a truck to us, a patch applied, and we would have been on our way within 2 hours.

We waited for the service from CN. He arrived with a damaged tire which he had a great deal of trouble mounting and getting to hold air. He told us the tread was "gone" on our tire and we needed a new one. Eventually we were on our way. We drove the 22 miles to the tire dealer, parked in his huge parking lot overnight and this morning at 7:30, they examined the tire, applied a patch, and we were on our way. Incidently, they indicated the tire with the tread was like a "new" tire and would last thousands of miles more.

CN did as advertised. . . found someone to help us get back on the road. But the long wait and the deceptive practices of the service caused much more stress than we needed. Plus, we are out $175 for a damaged tire. . . not just used, but damaged and not really usable even as a spare. The tire dealer showed us where the tire had a sidewall repair and advised the tire might be used on a semi-trailer but was not suitable for use on our coach.

The point of my post is that the service called used deceptive practices on us and CN. I am disappointed that CN uses such outfits. Our tire was repairable. There was no need for us to buy a used or new tire. If I have another problem with a tire, instead of calling CN first, I will call my tire manufacturer and see if they have someone who can help.

Dale
#81403

I am sorry that you had such a miserable experience. There is probably very little difference between Coach Net and the service provided by Good Sam ERS. That said, we have been Good Sam ERS members for almost 2 decades. We have used the service many times, sometimes in very unusual circumstances. We have yet to be disappointed. I hope that you receive better service in the future.

Scottiemom's sidekick here.

We made the change to Coach.Net last fall due remembering a similar experience about 5 years ago with Good Sam ERS. Our old Intruder gradually lost power on I-69, I nursed it to a parking lot. I felt I had a fuel filter problem and didn't have the filter or the special tool to remove the retainers. Called ERS, they dispatched a road service..same thing 6 hours to get back on the road. The provider was 3 hours in arriving from 32 miles away. The truck arrives with a driver and mechanic (license suspended DUI), no filter or tool even though I'd given them the specs. They then drove 20 miles to get parts at a Advanced Auto Parts when a Auto Zone was 5 miles down the road. I paid their $145 for a "diagnosis", parts, and 5 minute repair.

I bought 2 filters and the tool for $15.00 and kept them in the motorhome. Next time it "bogged down", in 25 minutes we were back on the road after my "gas bath" followed by a quick shower. Ended up the next year having the fuel tank dropped, flushed and the pump replaced in Kansas City.

My question to the OP is: Have you reported this to Coach Net?

CN will investigate and if indeed the service was shady, that service supplier will be removed from the CN approved list.

CN needs to know as they are continually upgrading the service.

When CN called us back to report they had found a new unmatched tire for $400+, I told the CN caller what we had found out about our tires and that we were just 22 miles from a matching tire, etc. I made it clear multiple times that they (and we) had been lied to and that I was not happy about being given the ultimatum about buying a new unmatched tire. I also was upset that CN had verified and we had verified with the service that the person coming was qualified to assess and repair the tire if possible only to both be told later that was not going to happen (before anyone had even seen the tire) and we would have to buy a new tire.

I was also in disbelief that 8-9 services had refused our call. All because our tires were TOO BIG. How many of you out there running DP's have 22.5 tires? Good luck. . . no one wants that call. Why does CN sell us a service which no one wants to provide? So we are stuck with the only service out of 8-9 and then they try to put the screws to us.

Oh, the service guy who came also told us our tire tread was gone and the tire would have to be junked. Michelin really had a field day with that. They said at 31,000 miles, this tire was "like new" and has thousands of miles left on it.

So far, CN has not called us back to see if we are okay.

Dale

Hi Dale,

I would like to look into your service event and see if I can't rectify the situation that took place with our company. Please reach me at 877-801-0333...

Thank you,

I have been following this thread, wondering, when and if the CN rep would take notice of this event.

I have had CN for 2 years, thankfully, have not needed their service.

Over these 2 years, I have seen nothing but positive responses posted by folks all over the web about CN, and their service. That is the main reason I went with CN, instead of one of the two others I have had in the past.

This type of service is not important, until needed, then it is most likely in a stressful situation, etc., etc. Then there is nothing more important than service.

I hope to never need the CN service, but if the time comes, I hope to have an ally that will BE THERE!

My hope is that CN does not evolve as a lot of companies have, and their success results in less than satisfactory service.

Tabitha, thanks for taking a turn at bat. I believe a lot of folks will be watching the results and your findings.

Any of us could be in Dale's situation.

(It sure will be nice when every reputable vendor sees the value in a Duty Expert to take part in this forum and others).

Hopefully, it won't become just "In the line of fire for them", but an opportunity for a valuable exchange of information and problem solving.

Thanks CN for Standing Tall!

Thank you for your post... I may not be able to respond right away to these post but I can assure you I do read these as often as possible and would always like an opportunity to try and instill faith into our members as we belive providing outstanding customer service is a #1 priority..

quote:

Thank you for your post... I may not be able to respond right away to these post but I can assure you I do read these as often as possible and would always like an opportunity to try and instill faith into our members as we believe providing outstanding customer service is a #1 priority..

I am sorry, but are you running for president! It is rare that I hear so much that says so little unless it is someone running for an elected position.

I have nothing against Coach Net. However, wouldn't a real answer be refreshing?

quote:

Originally posted by Art (and Nancy):

quote:

Thank you for your post... I may not be able to respond right away to these post but I can assure you I do read these as often as possible and would always like an opportunity to try and instill faith into our members as we believe providing outstanding customer service is a #1 priority..

I am sorry, but are you running for president! It is rare that I hear so much that says so little unless it is someone running for an elected position.

I have nothing against Coach Net. However, wouldn't a real answer be refreshing?

Art, I think he was replying to SideRoad's post (that's why I use quotes a lot <g>. Just above SideRoad he posted a note directly to Dale, trying to get further information on the incident.

If I misunderstood the reply from Coach-Net, I apologize.

I personally believe that some type of ERS is a good idea. We have had the same ERS for almost 2 decades. The price per piece of mind is very low.

Still, I prefer seeing responses on this forum that are more direct. IMO, it is easy to say a lot and say nothing. My preference would be to read responses from "the experts" that are more informative.

PS...is Tabitha really a "he"?

Hi Art,

To respond to your post I did not feel that it would be appropriate to ask for someone's personal information on a forum, e.g. membership number or phone number. In order to respond intelligently about a members particular situation I would need to look at all the facts including documentation, call recordings and personally talking with the member who it involves.

I just got off the phone with Tabitha and Terry and I truly appreciate the relief she is extending in rectifying this situation. She assures me that Coach Net wants their members to have positive experiences when they need their services.

Dale

Thank you, Dale! I am so happy to see your post explaining that you spoke with Tabitha and Terry on the phone. Believe me, a phone call is worth everything, especially if you are talking with the right people.

Kellie

Just for clarification, Kellie. I spoke with Tabitha. Terry is my husband. I should have put a comma in there. Sorry! She was very concerned about our experience and very helpful.

Dale