We've had to use Coach-Net four times in the last 6 years and for the most part are happy with the service received. In fact last month we required a tow by a Heavy Hauler with a turn around time of almost 5 hours for the driver. We discovered that the new "Basic Towable Policy" we purchased wasn't equal to the discontinued "Gold Policy" we've had for the previous 6 years and were told that we were only covered for a 35 mile tow. WHAT?!!!! We were in a remote location with no Internet so I couldn't review the policies online to confirm what I was being told. The agent understood our confusion at renewal and was kind enough to allow us to upgrade to the "Premium Towable Policy" however we would have to wait for 24 hours for the policy to kick in. Awesome! (I wonder if others were confused with the policy changes too.) Once we had Internet I discovered that the "Premium and Basic Towable" policies both indicate "Unlimited Towing."  Seems some agents don't understand what they're selling! Just last week I answered their survey on our experience and gave them a 2 thumbs up.

Now for our latest episode. We had a badly leaking check valve on our air tank and had an appointment the following morning to have it replaced. 2 km from the campground we heard a pow and the loud escape of air which deflated our suspension and the air ride drivers seat. I called the repair facility and was told not to drive the truck to our morning appointment as I could damage the air compressor and that they could send out a Mobile Mechanic. I told him that I would call Coach-Net first for approval. In doing so the Coach-Net agent said that under the "Premium Towable Policy"  they would authorize a tow only and that the policy only covers the RV for a Mobile Mechanic. WHAT?!!! I said that I'm looking on your website and the policy clearly states: :Unlimited Mobile Mechanic" - Dispatching of a Mechanic to the site of your mechanically disabled vehicle. I'm no lawyer but said in my mind a towable RV isn't a vehicle, my truck is! Realizing I wasn't getting anywhere I agreed to a tow the next morning and was given a service request number to call back with 90 minutes before I was ready to go. Now I'm not saying that Coach-Net wasn't looking after us, it's just that it seemed ridiculous to send a Heavy Hauler tow truck to tow us 8 km/5 miles when a Mobile Mechanic could be here and gone quickly at less cost.

The next morning I decided that I really didn't want to take a chance on damage to the large mudflap with a rear tow which they would prefer to do so that they wouldn't have to drop the drive shaft for a front tow. (I've heard to many horror stories of damaged rigs from being towed.) I called the repair facility at 7 a.m. for their Mobile Mechanic. After picking up the part he arrived at 8:15 and was done by 8:45. It cost me an additional $105, which is their shop rate for picking up the part and travel time. How much would a Heavy Hauler tow have cost Coach-Net!

 Later that day I called Coach-Net to cancel the service request for a tow. The agent and I got into the meaning of a vehicle and an RV again and he didn't know how to respond. So after 40 minutes on the phone, most of which I was on hold as he checked with others, I was eventually put on to a supervisor who also put me on hold as he reviewed their policy, then wanted to know where I was looking on their site. Eventually he said to look at the Premier Towable Membership Guide. RV Mobile Mechanic - Dispatching of a mechanic to the site of your disabled vehicle. Labor charges and parts are not covered. It doesn't stipulate disabled towable  RV only. The only difference is it now says RV Mobile Mechanic. Wouldn't an RV Mobile Mechanic be able to do the job whether we're a Class A or a towable?

I told the supervisor that they need to clarify their definition of a vehicle and a towable RV. He said that he would contact their Webmaster to have it changed. We'll see if that ever happens! As I said before...it wasn't that I wasn't being taken care of. It was the fact that I didn't appear to be getting what I thought I had paid for because of poor wording.

Sorry for the long rant