ComplaintsforCoach-Net

• Initial Complaint

  07/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 6/7/23, I discovered a tire had failed on my RV and needed replacement. I called CoachNet's roadside assistance, which I had joined for just such an event. They dispatched a Provider called "**************** ************** who proceeded to spend 3 hours prying and pounding on the tire and rim in an unsuccessful effort to remove the damaged tire from its rim. I complained about their ineptitude to CoachNet and had them sent away. After they departed, I discovered that the rim had been badly damaged by the harsh treatment. I contacted CoachNet and sent pictures. They said they would work with the Provider to get me reimbursed for the damage (a new rim). I even got a call from a CoachNet manager who promised they would address this with the Provider they had sent. I also learned that **************** was NOT a certified CoachNet Provider. My situation was NOT urgent - I was set up in a campground and I said so - so I cannot understand why they chose to dispatch a completely unknown Provider. (I was in ********, **, so it's hard to accept there was no certified Provider available in their network, and we could have waited up to 3 days for the repair.)CoachNet assured me the Provider would send me reimbursement for the new rim - about $260. No check ever came and I was then told that CoachNet would "cut a check" as a goodwill effort to rectify their negligence in selecting an unknown Provider. I was also told that I'd be hearing from the CoachNet Vendor Manager to ensure things were made right. None of that has happened. No check. No call (even after I sent a follow-up and got a direct promise they would be in touch.I am bewildered that a company that touts it's longstanding reputation would be so deceptive. It's one thing to ignore a complaint, but it's another entirely to bait the blameless customer that had been harmed by the Provider THEY selected.

  Business response

  08/02/2023

  On 6/7/2023, ************ did call Coach-Net regarding a tire event and a tire damage claim.  After processing the claim information through Coach-Nets normal procedures, the decision was officially made last week to reimburse *************  Coach-Net notified ************ last week regarding the reimbursement and also notified him that it would take about 1-2 weeks for payment to reach him since payments are only processed once a week.  A check in the amount of $260.53 is being processed on 8/1/2023 and then will be mailed to ************.

  Customer response

  08/02/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We have been with CoachNet since 2011. We were just charged $850 for towing which should have been covered by our policy. Furthermore we endured a 6 hour dance because they did not want to order a tow for us and we had to finally order the tow ourselves because time was running out and it was getting dark.This ordeal stated at 10am when our ** would not start. Unbeknownst to us towing is very expensive in *******. Even though we told CoachNet it was a electrical issue they labeled it a maintenance issue and sent someone out to boost our battery with no option to tow.When I called to complain about the extra time we had to wait for a second service call they said the dispatcher, ******, had made a rookie mistake by not ordering the option to tow with the boost.They apologized for the extra 3 hr wait. Imagine my surprise when we got a call from the dispatcher that we would have to pay for the tow because the boost was a one time exception for a maintenance issue. Imagine my surprise when manager *** told me that when I asked for a manager to (contest being charged) it short-circuited dispatch and prevented the tow from being ordered and no tow had been ordered.We took matters ************** and ordered a $850 tow because CoachNet at this point had wasted our entire day and we were afraid the ** would not get to storage and we were leaving the next day.While we were waiting for the ***************** from dispatch called to say that he had contacted the same towing company at around the same time we had (the lines crossed) and $850 was the best price he could find. And when I called membership services to cancel my membership the agent said she had worked in dispatch before and $850 was good for a ******* tow.And then it all made sense this full day ordeal was an elaborate dance. It was CoachNets way of avoiding a $850 tow.Thats why they ordered a boost to deal with an electrical problem. Unfortunately it is not the same company it was before the pandemic.

  Business response

  04/27/2023

  On, 3/31/2023, the Member called Coach-Net as their ** would not start and the dash would not light up.

  
  After speaking with the Member, the Coach-Net technician did deem the issue as a maintenance issue as the ** had not been started since last summer.  The ** should be started once per month to get a little charge to the battery and help prevent the cells from being damaged and shorting the battery. Coach-Net does not cover maintenance issues per the Member Benefit Guide but went ahead and offered a heavy-duty jump start.

  
  The Member mentioned several times that it was not a maintenance issue because the same problem has happened several times.

  
  At this time, it is difficult to determine if the issue was,in fact, a maintenance issue or not. So, as an act of good faith, Coach-Net will reimburse the Member $850.

  Customer response

  04/27/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/20/2018, I purchased an extended warranty from CoachNet for my 5th Wheel RV. The warranty provided the 'Ultimate' coverage option and Luxury Option. The RV came with a factory installed WiFi Extender permanently mounted on the roof which was specifically covered by the CoachNet warranty. This past summer, I discovered the antenna on the WIFi Extender had broken off. Rain water was then able to enter the unit and it became inoperable. I contacted CoachNet at XXX-XXX-XXXX in September, 2022 to put in a claim for a replacement under the extended warranty. The Representative I spoke with confirmed the unit was covered under my warranty and to have the Repair Service contact them prior to their beginning the repair work. This week I received a call from the Repair Service (Major's RV in Bourne, MA) advising me they spoke to CoachNet and had been advised that the unit would not be covered since it had water damage that was excluded under the Warranty. I called CoachNet myself and spoke to Jennifer on 11/16/22 and explained that the water damage was due to the antenna on the unit breaking off and was not the initial cause of the unit failure. She spoke to someone else and came back to advise me they were maintaining their position. I asked the Repair Service to call CoachNet back to confirm that the proximate cause of the failure was not the water but the fact that the antenna broke off. CoachNet then advised him that they would not cover the unit under the warranty because the antenna must have come off due to an impact which was also excluded. At no time did they ask to see the unit or offer to examine it; they simply changed the basis of their denial. Please let me know what you suggest I do to get this covered.

  Business response

  03/08/2023

  Business Response /* (1000, 7, 2022/12/07) */ On 11/16/2022 Mr. ******** did call Coach-Net regarding his service agreement claim. Coach-Net then did speak with their service agreement administrator where they provided the detailed notes from the service advisor at the repair shop, including the following: First, the component failure is due to water damage as inspected and reported by the service advisor at the repair facility. Consequently, the claim for the Wi-Fi extender is denied due to water damage being excluded under the policy. The service advisor also stated, that aside, the claim would also have been denied due to the other damage to the Wi-Fi extender. He said the Wi-Fi antenna is completely missing and all that is left is the wiring sticking out of the unit/component. So logically the antenna was broken off by something and the service advisor stated that is what appears to have caused a crack in the base/cover of the Wi-Fi extender which resulted in water being able to get into the component. So that's where Mr. ******** got the two different reasons for the denial. They further explained that even if there was not any water damage, the claim would still be denied because that sort of damage (hitting something that causes the antenna to break or break off) is not covered by the service contract. However, the administrator did confirm that they have approved the replacement of Mr. ********'s Samsung TV. The administrator will pay $831.24, and Mr. ******** will pay the $100 deductible and the administrator has authorized the repair facility to proceed with that portion of the claim. Coach-Net's Member Services supervisor did also call Mr. ******** on 12/5/2022 to help further explain the reason for the denials.

• Initial Complaint

  01/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Oct. 4, 2021 my travel trailer had a wheel bearing break down and I could not continue to my destination. I made it to a Pilot truck stop. Then I called Coach-net so they could send someone to do onsite repairs. I waited from Sunday to Monday afternoon until they dispatched Randy's RV repair. Randy then contacted me and said I needed to electronically pay $350 upfront or he would not come to my location. So I paid it. When he arrived he told me that I would have to get reimbursed from Coach-net because they don't pay him. My bill was $350 for "diagonostic" and $750 for parts and labor. I submitted the bill to Coach-net and they denied my claim because Randy's RV repair wrote the bill incorrectly and it should have stated base service call and mileage charge. I've contacted Randy's repair to try to get him to clarify the bill so Coach-net would pay my claim and he refuses to do that saying he can't change the billing statement. After calling Coach-net numerous times giving them all the info they still refuse to pay my claim. They dispatched the repair service who is under contract with them. It's not my fault he wrote the bill wrong. They owe me $250 because that is the coverage limit I have for a service call. That's all they cover because parts and labor are not covered. Also, Randy's RV Repair is strictly a mobile service with no physical service garage so there should be no question that he had to come to my location. His home was in Elyria Ohio and I was 47 miles away in Seville Ohio.

  Business response

  03/07/2022

  Business Response /* (1000, 5, 2022/02/04) */ Coach-Net received a call from ******* ****** on 10/4/2021 in the need of a mobile mechanic. Coach-Net paid for the service call and mileage and Ms. ****** was charged $750 for parts and labor and a $350 diagnostic fee. Ms. ****** later submitted a reimbursement claim for the $350 diagnostic fee from Coach-Net which Coach-Net denied because Coach-Net only pays for the service call and not for diagnostic fees. Ms. ****** mentioned that she was charged for the service call by the service provider up front. Ms. ****** was advised by Coach-Net that in order for us to be able to reimburse her, the receipt given for the diagnostic fee would need to be itemized so that Coach-Net could see which part was the actual service call and which part was diagnostics. Ms. ****** proceeded to contact the service provider and asked that he change/update his invoice to show the service call fee which the provider denied as he mentioned that he did not charge her a service call fee. After receiving multiple phone calls from Ms. ****** regarding the denial of her claim, Coach-Net has conducted extensive research regarding this service event and based on the information given to Coach-Net's Member Services department and also contacting the service provider regarding this call, Coach-Net has determined the following: The member says she was charged a $350 diagnostic fee and a $750 labor fee in her statement to the BBB. The line where she stated Randy's told her she would have to "submit to Coach-Net for reimbursement because we don't pay him" means...nobody paid Randy's RV for the parts & labor. This is a common practice for extended warranties, which Ms. ******'s membership is not. Her membership provides roadside assistance. Ms. ****** may have an extended warranty through another company and has Coach-Net confused with her extended warranty. Afterall, she does mention she has a $250 service call coverage limit (Coach-Net does not have a service call coverage limit). The $350 up front fee is security for the parts & labor, which was later applied to the $750 parts/labor portion the member paid. The $350 "Diagnostic Fee" Ms. ****** was charged was for the "additional services" she requested Randy's to perform after he completed the job Coach-Net sent him out to do. 1) Randy's charged the $350 as an up front fee as security for the parts & labor, which was then applied to the $750 total parts/labor costs Ms. ****** paid 2) Upon completion of the services Coach-Net sent the service provider out to do (repair one set of wheel bearings), Ms. ****** asked Randy's RV Repair to perform additional services to look at the other wheels. The service provider advised her he will have to charge her a $350 Diagnostic Fee to inspect and perform services on the additional wheels, which Ms. ****** agreed to pay - Randy's RV advised us Ms. ****** stated she was going to submit the bill to her "insurance" to get reimbursed 3) Upon completion of the services Coach-Net sent the service provider out to perform, Coach-Net paid the initial service call and mileage. The Coach-Net roadside assistance membership covers one service call per disablement. Coach-Net does not typically cover multiple service calls. 4) Ms. ****** having been invoiced for a $350 Diagnostic Fee and $750 parts and labor is correct and was her responsibility to pay Consumer Response /* (3000, 7, 2022/02/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'll start at the beginning because your response contains many false statements concerning Randy's RV repair Sunday I called Coach-net and after waiting from Sunday at 1:00 PM until Monday at 11:00 am you finally called and said Randy's repair is coming out. Then Randy sends me an invoice for $350. I figured I would wait until he gets there to pay. Few minutes later Randy calls and asked if I wanted him to come because he notices I have not paid the $350 yet. He stated that until it was paid he would not come. How do you diagnose anything without seeing it? He told me Coach-net doesn't pay him that's why I needed to and then I would have to get reimbursed. Never did I expect to get reimbursed for parts and labor only the service call which I was told by your customer service was $250.I've used Coach-net one time in the past and I know the drill. He's not being truthful about checking the other three wheels because he was on the clock at $195 per hour for labor when he did that after he did the repairs. Parts and labor were $750. I've called him numerous times asking him to submit a corrected bill. First time he said he would do that. After two weeks I call again and he said he had covid and his Grandmother died but he'd do it right now. Another week later I call again and he says his billing site is down but he'd do it as soon as he could. Another week passes and I call and Randy says he can't do it because his boss won't let him. I ask to talk to his boss. His response is the boss is out of town in Spain. Really? This guy is Randy of Randy's Repair. He is strictly a mobile repair person with no place of business. I have come to the conclusion that all I've gotten is the runaround. And all along he has denied getting any payment from Coach-net And trust me, he had nothing good to say about Coach-net and how hard it is to collect payment from you. One last thing. Do you honestly know of any repair business that does not charge for a service call? So Randy saying he didn't charge for a service call is a bunch of hooey. He just wrote it up wrong. He was 47 miles away from where I broke down and he sure didn't come out from the goodness of his heart. And I'm also questioning what kind of people you have contracts with to put your members through this kind of hassle which is no fault of my own. I've paid my membership for eleven years and collected one service call benefit of $200. That means you have $!!00 of my money minus $200. Sure doesn't seem fair to me. Business Response /* (4000, 9, 2022/02/09) */ Regarding the service call, Coach-Net did contact Zipfixx as the mobile mechanic for Ms. ******'s service request, which is shown in the attached PO. Coach-Net paid Zipfixx $280. Coach-Net later found out that Zipfixx sublet the service call to Randy's, which is another reason why Randy's may have said "Coach-Net doesn't pay him". Coach-Net did not contract Randy's as Zipfixx did and Coach-Net has addressed this with Zipfixx. Regarding the request to change the invoice provided by Randy's, Randy's is correct in that the service provider should not modify invoices for any reason. Attached is a text conversation between Ms. ****** and Randy's where he stated that he did not charge Ms. ****** service call and mileage. In spite of all these details and based on the long-term relationship with Ms ****** and as an act of good faith, Coach-Net is willing to reimburse Ms. ****** the requested $250.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩