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Old 08-14-2007, 08:22 AM   #1
mrevoix
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Default Subaru Roadside assistance

Subaru Roadside Assistance Issue (Crosscountry)

Really, they wouldnt tow my wife's STI without trying to ream us for 150-250 estimated for a 5 mile tow to the dealership. They said acts of god are not covered under roadside assistance and that we would have to pay cash for a tow. You can't imagine how angry I am at Subaru and their Roadside Assistance at this moment. Plus my 2 small children were with her and the vehicle was disabled in a fast flooding intersection, thank god for some helpful people who lived nearby who helped her and our children get to safety and allowed the car to be left in their driveway until today so I could arrange for it to be towed at a reasonable rate (50.00 for flatbed service).
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Old 08-14-2007, 08:56 AM   #2
bo9877
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Quote:
Originally Posted by mrevoix View Post
Subaru Roadside Assistance Issue (Crosscountry)

Really, they wouldnt tow my wife's STI without trying to ream us for 150-250 estimated for a 5 mile tow to the dealership. They said acts of god are not covered under roadside assistance and that we would have to pay cash for a tow. You can't imagine how angry I am at Subaru and their Roadside Assistance at this moment. Plus my 2 small children were with her and the vehicle was disabled in a fast flooding intersection, thank god for some helpful people who lived nearby who helped her and our children get to safety and allowed the car to be left in their driveway until today so I could arrange for it to be towed at a reasonable rate (50.00 for flatbed service).
Wow, that's quite a story. First things first, I'm glad that everyone came out of the situation safe and sound...that's the most improtant thing. And it is good to hear that there are still some Good Samaritans out there; restores my faith in the world just a bit.

Now, onto the Roadside Assistance. First, a couple of questions: was it the tow truck driver who hit you up for the cash or was it the Roadside Assistance operator? What happened that caused your car to stop running and require a tow? If it broke down due to a warranty concern, then it most certainly would be a covered tow and you would be due a refund. If it stopped because you tried to drive through an overly-flooded intersection, then it becomes a much more gray area (SOA responsibility, insurance co. responsibility, driver responsibility for a driver's error in judgement). I'm not accusing you of anything, I'm just playing devil's advocate here for a second.

Now, I don't have a copy of the Roadside Assistance agreement in front of me, so I'm not certain what's covered and what isn't. But let's not assign blame just yet. It could have been an unscrupulous tow truck driver. It could have been an idiot working for Crosscountry. Or it really could be the agreement Crosscouontry has with Subaru. If it's one of the first two, then SOA isn't to blame but they can certainly be your ally in getting some satisfaction here. If it's the third, then Subaru could also be your ally. Remember that Subaru contracts out to Crosscountry for their Roadside Assistance and isn't directly responsible in administrating it.

In any case, you should call SOA CDS (800-SUBARU-3) and talk to them about what happened. They can clarify what the terms of the Roadside Assistance are, and if CrossCountry or the tow driver were in the wrong they can either make it right for you or get the other two parties to make it right. If CrossCountry was in the right, then perhaps SOA will be nice and reimburse you anyway. Above all, please remember to be calm, polite, and courteous when talking to the CDS rep...they'll shut down on you if you start yelling.

Good luck and let us know what happened.
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Old 08-14-2007, 09:26 AM   #3
racingfish
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yeah soa foots the tab when it comes to roadside assistance. i had a flat on my way back from ca to az. Roadside came and put air in my tire then changed to the spare. tires are not covered by warranty. Roadside is good for the duration of the 3/36k warranty and they should tow your vehicle to the nearest suby dealership. its not between you and the tow truck driver. its between u and the subaru 1-800-266-**** number. call soa let em know.
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Old 08-14-2007, 04:44 PM   #4
Scooby43055
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I called roadside assistance this winter when I wrecked my STI (drunk Jeep driver hit me) and I was asked "how do you plan on paying for the tow?" I told her I didnt plan on paying, called AAA and had my car at the dealership in an hour. I had no idea they woulnt tow it if wrecked or in your case flooded, glad I still have AAA for the old Honda.
Im glad everything turned out ok with the wife and kids. How did everything turn out with the car?
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Old 08-14-2007, 07:42 PM   #5
Hondaslayer
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Quote:
Originally Posted by mrevoix View Post
Subaru Roadside Assistance Issue (Crosscountry)

Really, they wouldnt tow my wife's STI without trying to ream us for 150-250 estimated for a 5 mile tow to the dealership. They said acts of god are not covered under roadside assistance and that we would have to pay cash for a tow. You can't imagine how angry I am at Subaru and their Roadside Assistance at this moment. Plus my 2 small children were with her and the vehicle was disabled in a fast flooding intersection, thank god for some helpful people who lived nearby who helped her and our children get to safety and allowed the car to be left in their driveway until today so I could arrange for it to be towed at a reasonable rate (50.00 for flatbed service).
Removing a vehicle from a flooded intersection is not a tow, it is a recovery hence the additional fee for removal, loading and towing.

As noted in your owners manual, the road side assistance is there in the event that the vehicle suffers a mechanical break down due to a manufacturing defect. Your wife chose to attempt to drive through a flooded intersection, that is not a fault of SOA or CrossCountry. I apologise if this sounds terse, but the contract is spelled out in black and white. You have nobody to be angry at except for your wife as she is the one that put your vehicle, her safety and your children's safety at risk.
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Old 08-14-2007, 07:45 PM   #6
Hondaslayer
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Quote:
Originally Posted by racingfish View Post
yeah soa foots the tab when it comes to roadside assistance. i had a flat on my way back from ca to az. Roadside came and put air in my tire then changed to the spare. tires are not covered by warranty. Roadside is good for the duration of the 3/36k warranty and they should tow your vehicle to the nearest suby dealership. its not between you and the tow truck driver. its between u and the subaru 1-800-266-**** number. call soa let em know.
Tyre warranties are through the manufacturer of the tyre. Subaru roadside will supply up to a gallon of gas, install a spare tire, provide lockout service, or tow your vehicle in the event of a mechanical break down. Being that you work for a dealer I would strongly recommend you sit down and read through the terms of the contract before you recommend that somebody call SOA and waste CDS' time.
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Old 08-14-2007, 08:45 PM   #7
mrevoix
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Smile Resolution - Thanks SOA!

Kudo's to SOA! I called them this morning and the woman I spoke with was very understanding and dissapointed that Crosscountry would not tow our vehcile to the dealership, she wasnt sure what SOA's policy was but didnt hesitate to offer me full reimbursement for my tow without me even asking. Honestly she saved a customer as I wouldnt have ever bought a Subaru again had it not been for her.

I think I'll get a AAA membership. I didnt realize for 100.00 you get 4 free tows a year to anywhere you choose. A friend of mine uses them all the time when he has breakdowns at the racetrack.
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Old 08-15-2007, 07:15 AM   #8
blackfang
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Also tires are covered by Road hazard when you have the SAS Maintenance Plan and the Gold Plus with Cross Country MC.

Quote:
Originally Posted by mrevoix View Post
Kudo's to SOA! I called them this morning and the woman I spoke with was very understanding and dissapointed that Crosscountry would not tow our vehcile to the dealership, she wasnt sure what SOA's policy was but didnt hesitate to offer me full reimbursement for my tow without me even asking. Honestly she saved a customer as I wouldnt have ever bought a Subaru again had it not been for her.

I think I'll get a AAA membership. I didnt realize for 100.00 you get 4 free tows a year to anywhere you choose. A friend of mine uses them all the time when he has breakdowns at the racetrack.
It is nice that they helped you. However, It' isn't like the car was at fault. Why do people make wrong decisions against better judgement, and then blame the manufacturer if they don't help them? Your wife drove through a flooded intersection. She is at fault, not SOA if they didn't reimburse you. SOA shouldn't cover the tow, like HS mentioned.
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Old 08-15-2007, 12:04 PM   #9
racingfish
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Quote:
Originally Posted by hondaslayer View Post
Tyre warranties are through the manufacturer of the tyre. Subaru roadside will supply up to a gallon of gas, install a spare tire, provide lockout service, or tow your vehicle in the event of a mechanical break down. Being that you work for a dealer I would strongly recommend you sit down and read through the terms of the contract before you recommend that somebody call SOA and waste CDS' time.
thanx for your suggestion... but i dont see your point. your just re-inforcing what i know already.... didnt i say tires are not covered by factory warranty? ROADSIDE is for Warranty matters they also do what u stated above. as far as saying mechanical breakdown... what if it were a mechanical break down due to being hit by a train? they will not tow for accidents. at least there not suppose to.

so what did you see that was wrong in my op?
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Old 08-15-2007, 12:31 PM   #10
Mavrik
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yeah sometimes those that get the SOA call to come out to you like to be real jerks. I gave a customer of mine the roadside number to call because her car would not start and they (they towing company she got) refused to come out and tow her. they said she just needed a jump start and to flag down someone with cables because they were to busy at the moment.
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Old 08-15-2007, 12:52 PM   #11
racingfish
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When i called roadside for my own car they said whats the address. i told them that i was at the flying J gas station on the border of CA and AZ. they needed the physical address. they were being very rude about it too. I then asked them "what if i was broken down in the middle of the desert and alls i had was a road sign to tell you where i was. how would you help me since theres no physical address?"
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Old 09-06-2007, 10:09 PM   #12
mrevoix
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Default Latest Update

Hey guys.. your not even going to believe this.. ha ha

Tonight UPS shows up with a package from SOA.. hmm I was expecting the check.. but a package??? weird. So I open it up, and there's a black Nylon Subaru bag.. with guess whats inside???

Inside the package is a bunch of goodies.. I'll itemize

Thoughtful letter from Jodi at SOA who apologized for my dissatisfaction and is having this case reviewed by Crosscountry and SOA along with a $60.00 check to reimburse me for towing.

Smart Looking Subaru Nylon Zip up case with the sign

SUBARU SEVERE WEATHER COMPANION

Inside contents...

Subaru First Aid kit in Subaru embroidered pouch
Emergency Poncho
2D flashlight with sealed Alkaline Batteries
Emergency Survival Blanket
Emergency Purified Drinking Water
Emergency Light Stick
Sealed bag with waterproof matches, candles, razorblade, rope.
Foldable Shovel (surplus type)

Crazy right. Well I'm thouroughly impressed with SOA, what a great rep who really salvaged a bad situation to the best of her ability.

More Kudos for Jodi, the rep who made me a happy Subaru customer
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Old 09-06-2007, 10:30 PM   #13
RexyGirl
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Old 09-07-2007, 09:58 AM   #14
mrevoix
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Already did. Thank you rexygirl. I'll edit and link to this though so everyone can see the nice list of goodies that they sent me as well.
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