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Old 08-22-2014, 06:41 PM   #1
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Coach-Net claims dept will not speak to customers

I had the misfortune to have a major blowout of a hydraulic leveling system component on my motor home on a Sunday afternoon 750 miles from home. The jacks were down and the slides partially extended. I called Coach-Net and they dispatched a mechanic. Upon arrival the mechanic stated that he had no RV knowledge, he was a truck mechanic. He looked at the leaking component and said he could not fix it. He said that to retract the jacks and slides would mean he had to disconnect all the hoses and let the fluid leak out making a mess. I told him to forget it and terminate the service call. He wrote me an invoice for the service call for $172 which I paid by credit card.
I sent the invoice to Coach-Net claims dept per their instructions. I got an unsigned letter from the claims dept stating that my claim was denied because the invoice stated that the charge of $172 was for a “service call” but they determined it to be “labor” and they did not pay for labor.
I called Coach-Net and asked to speak to the claims dept but was denied as” they do not speak to anyone”. I then spoke to the supervisor who told me that the service company had been paid by Coach-Net and that my invoice was for labor and I could not speak to the claims department. CASE CLOSED THE CLAIM WAS DENIED!
Be forewarned as to the “service” I got and act accordingly when dealing with Coach-Net.

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Old 08-22-2014, 06:43 PM   #2
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Sorry about that

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Old 08-22-2014, 06:50 PM   #3
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That does not seem right for sure. If he had actually been able to try and make a repair, that would be different. I would contact the company that sent the mechanic and try and get reimbursement, since CoachNet apparently paid their 'service call' fee and the mechanic did nothing.
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Old 08-22-2014, 07:13 PM   #4
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sounds like coachnet left you hanging, and the mechanic stiffed you. I would take the mechanic, personally, and the shop to court for fraud. Let them fight it and prove in court what actual service he provided. Sounds like a planned scam to me.
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Old 08-22-2014, 07:51 PM   #5
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I am amazed as I have always had excellent service from them. I think that I would not have paid the mechanic dispatched until I talked to someone at Coach Net!
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Old 08-22-2014, 08:21 PM   #6
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I'm sorry you had difficulty with CoachNet, both in the handling of your claim and in the apparent attitude of their customer service.

Frankly, I'm very surprised. I've had occasion to call on CoachNet three times in the past two years, and have encountered nothing but prompt, courteous professionalism from both them and their contractors, and absolutely stellar customer service during the event.

I can only assume that your situation got twisted over the wording of the contractor's invoice. CoachNet members' documentation is very clear. CoachNet pays the fee for the service call; they do NOT pay parts or labor for the diagnostics or repair.

Their reaction when you called I am at a loss to understand. I have never before encountered or heard of this sort of treatment from CoachNet.
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Old 08-23-2014, 12:14 AM   #7
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Coach-Net claims dept will not speak to customers

I'd file a dispute with my credit card company, and tell them you requested an RV tech, not a diesel mechanic. Then I'd forward Coach-Net's response to Motorhome Magazine's Hotline. Nothing like a little negative publicity to force a company to do the right thing.

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Old 08-23-2014, 01:28 AM   #8
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What, exactly, does your invoice say. Or can you post a picture of it?
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Old 08-23-2014, 02:15 AM   #9
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Porchdog, how long was the mobile mechanic on site?

We used one that was on-site for about 52 minutes including taking other phone calls. He charged for 2 hours. He said because we requested he bring out some common bolts for the driveshaft/u-joint and he hit traffic getting to us, that it took the extra hour. I contacted Good Sam ERS via a forum & they called me the next morning for details. They said we should have only been charged for one hour (& the shop supplies he charged for) AND refunded the 2nd hour charge. I didn't even have to send them the invoice, they took the info over the phone.

Once we knew who they were sending, we talked to him directly. His original plan was to drive to us, find out what parts were needed, drive an hour back to town to get the parts, return and do the install (of a u-joint). All with his $95/hr meter running. We declined that plan.

Told him to bring something to remove a broken bolt, new bolts and parts cleaner. My husband found the pieces in the sand, had him clean them and reinstall. It got us the 150 miles home, where he got new parts and fixed it right. The parts cost less than an hour of the mobile guys time.
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Old 08-23-2014, 07:00 AM   #10
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Thanks to all who have responded, I paid the charge because it was almost dark, there were two men, a woman and a child in there group, and I figured I could get it straightened out the next day or so with Coach-Net. That didn't happen. I have disputed the charge with my credit card company, we will see how that works out. I was fortunate to locate Davis Motorhome Mart in Memphis and they were great and fixed me up right. KOA was great too. As for how long they were there, maybe less than an hour.
I have never had a problem with Coach-Net before either but then, I never had to dispute a claim nor ask to speak to the claim department. That is the second rub with me. Turn me down if you must, but talk to me. Everything had to go through the "supervisor". It sounds like the mechanic hit me up for beer money because the charge on my credit card was to a company different from the name on the invoice, but I didn't know that until I got my credit card statement. One good thing, I will never have to deal with Coach-Net again.
I have a jpeg of the invoice but don't know how to post it, sorry.. the charge is for "Service call to Memphis KOA leveling jacks won't raise blowed valve"
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Old 08-23-2014, 07:16 AM   #11
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If you really want to get Coach Net's attention, go on line and file a complaint with the Better Business Bureau. Worked for us!
I've had two occasions that I've tried to use Coach Net and both times they failed leaving us stranded.
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Old 08-23-2014, 09:42 AM   #12
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It seems clear to me that the mechanics labor would not be covered by Coach-Net under any circumstances. And they did pay for the service call, i.e. for the tech to come out to the site. That's all the C-N contract covers - it is not a extended service plan or warranty.

Maybe you have a legitimate gripe about the type of repair service they dispatched - that would depend on the details of your phone conversation with the dispatcher.

As for their unwillingness to even discuss why it wasn't paid, I feel that Coach-Net's vaunted customer service has gone downhill since they became part of National Motor Club. We've been a member for 15 years, but my last few experiences left me grumbling too. I even had one lady phone rep tell me she wouldn't be able to call me back about my towing needs for an hour or so because she had to go to a staff meeting. I guess I wasn't supposed to need service between 7 and 8 a.m. on Mondays?
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Old 08-23-2014, 12:19 PM   #13
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Doesn't sound like Coach Net is doing us well. Who else is there to provide this service?
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Old 08-23-2014, 03:20 PM   #14
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This past winter I had an electronic problem with my jacks. I called Coach Net and they sent someone who could fix RV systems. He inspected my jacks for about an hour and could not find the fault. He said that he would call the company that built my jacks to see if they could help. That night I discovered I had an open circuit and my jacks would work if I moved the control pad around till the broken wires made contact. I called the mechanic and told him that I found the problem and since he had already spent time looking for the problem I would let him order and install the part. Turns out Power Gear was redesigning the part and a new one wound not be available for a month. We would not be in the area in a month so I called the mechanic and he told me that he didn’t charge unless he actually fixed the problem. About a month later the part became available through Winnebago Parts and they shipped me a new control panel and I installed it.

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