ComplaintsforGood Sam Enterprises, LLC

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a claim with a good **** for a car that I bought before I even got the claim from good sounds. I make sure the top condition I made sure everything was great on the car And then I got the warranty I drove through two states back to back had no issue with the car until the last trip when I came home I noticed antifreeze was leaving my reservoir. I then took it to the mechanic and said hey I am worried about this antifreeze leaving my reservoir. I think my engine is eating it here Return found out that the heads need to replace the head gasket. We found out together that this car has many problems with hair gasket issues. The car had no issues when I bought it I submitted my claim submitted all the paperwork and the lady told me that I told her that my reservoir was changed when I bought the car. but that was not true. I never said it that way they denied my claim and told me it was a pre-existing condition. Why would I buy a car with a pre-condition like that she says that maybe I did not know it was a present condition, but when I told her that the reservoir fluid was leaving and that my number two ******* was missing, she knew that that was the problem the whole time that problem do not occur until I got back from the last state that I went to when I got back home safely and never was a problem when I bought the car and he denied my claim. I dont know why my claim was denied everything was done. Honestly, everything was done by the book and they still denied my claim and she lied and said that I told her that it happened when I first bought the car

  Business response

  07/03/2024

  Hi Team,

  Thank you for contacting the Good *** **************** Plan. The claim administrator denied the engine claim as this was determined to be a pre-existing concern prior to the start of policy coverage on 5/2/2024. A claim was called in 6/13/2024 by ****** Auto Repair to report an issue with coolant loss on the #2 cylinder due to this being an early claim a customer statement was requested. ****************** advised the claim administrator and ****** confirmed that on 4/27/2024 the spark plugs,engine coils were replaced and the oil changed due to the engine running rough.****************** stated noticing the engine issues starting on 4/27/2024. ***************** then stated 2.5 weeks later he had the coolant replaced due to coolant loss but this repair was shown to be completed on the service invoice from 4/27/2024. 6/13/2024 the claim administrator received the invoice from Waynes Auto Repair showing the reported engine issues and replacing the coolant. After speaking with the repair facility the claim administrator explained the claim was being denied for a pre-existing concern due to the engine issues and coolant loss prior to coverage going in effect. If you have any questions regarding your claim please contact our claims team at **************. Our hours of operation are from 8:00 am 5:00 pm Mountain Time.

   

  Thank you,

  Good *** Member Relations Team
  

• Initial Complaint

  06/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Roadside assistance dispatched ******* the driver for the tow truck company Ace ****** towing and recovery. He refused to give my daughter gas assistance. Left my daughter who is a single mother and my son on the side of the road without emergency gas assistance which was included in the Roadside assistance that was purchased 4 months ago from Good *** Roadside assistance. First call to Good *** Roadside assistance the representative and his supervisor were very argumentative, yelling and unreasonable. Informed them when I had their service and needed emergency gas Roadside assistance it was always covered with no problem. This the reason I purchased it for my daughter.

  Business response

  06/19/2024

  ************* contacted dispatch on 4/13/2024 for fuel delivery.
  
  During the intake call, the member was advised the service call charge to have a provider deliver the fuel is covered, the cost of the fuel is an out-of-pocket expense.
  
  Per the terms and limitations provided in the Member Benefit Brochure for an Auto Platinum Roadside Assistance Membership;
  
  If the Members vehicle runs out of fuel, a limited supply of unleaded or diesel fuel will be delivered to enable the Member to reach the nearest fueling station (up to 5 gallons). Other essential fluids needed to enable continued safe operation may also be made available, including anti-freeze, transmission fluid, differential and transfer case lubricant. Note: Delivery does not include cost of fuel and fluids delivered. Member is eligible for maximum of three (3) fuel or fluid deliveries during your Membership term.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I renewed my rv. Insurance about 2 weeks ago.i talked to a ins.agent.said wanted to lower coverage.agent said was lowered.i got 2 charges on my capital 1 card acct. For 2 bills totaling ****** aprox.i called to solve issue.agents bad attitude but 1 man said to dispute it that was a double charge.i called today to verify my coverage now 1st lady very nice.then switched me to second agent. Kept refusing to cancel saying could do monthly.i wanted reduced.like other agent and I discussed. She said be charged canceling fee.but I never authorized it.she seem to be against me .all I want is the coverage I got from 1st agent. I never authorized automatic payments. I'm 72 and want paper bills.thats it.i got double billed from good *** and national insurance for same vehicles.

  Business response

  06/19/2024

  Thank you for reaching out to Good ***. You received two charges from two different Good *** businesses- one for your comp and collision insurance and one from the **************** Plan. The **************** Plan charge was the renewal of a policy you enrolled in a year ago, which is why you were subject to a cancellation fee. It looks like the policy has since been canceled, and a refund has been issued. As for your comp and collision insurance, the payment was processed, and then a change was made to the policy,which prompted a refund, which has since been issued.  We apologize for any confusion on our behalf. Please dont hesitate to contact us with any additional questions or concerns.

  Customer response

  06/26/2024

  Thanks very much.they did give refund.i never agreed to automatically billing that I can remember. They charged ***** for cancelation after they renewed without my permission. I will see what happens on that with my credit  card company..I found out good *** is not an insurance comp
  They are middle  men overcharging older Americans in my opinion. I do appreciate your help. Your the only way we can get help from these situations. After I contacted you I got an apology from a very arrogant woman after she had basically said I was lying about 2 ******** for I motorhome...
  Thanks again 
  Good day.
  

  
  

• Initial Complaint

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Seeking reimbursement for road side assistance. Tire change.$499.20

  Business response

  06/10/2024

  ********************** submitted a reimbursement request, without any documentation required for the request to be reviewed.
  
  Per the terms of our program, all claims must be submitted with a letter of explanation and an itemized receipt within 30 days from the date of disablement.
  The claim was received via **** on 5/28/2024 and was denied on 6/4/2024 due to missing information.
  
  To be considered for reimbursement, the member must submit a copy of the itemized invoice, for review and consideration.
  
  ********************** can resubmit all required documentation, via one of the avenues below, for further review. Claims process can take from 4-6 weeks, ******************** will receive a response once the additional information is received, within that time-frame.
  
  Online:
  ***********************************
  
  Fax:
  ************
  
  Mail:
  PO Box 6900
  ******************

• Initial Complaint

  06/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Last year my husband my husband purchased a ** and I signed him up for a Good *** membership (Member number *********). I did not know that I also signed up for annual Auto Renewal. One year later and the ** is no longer being used so there is no need for a Good *** membership. Last month my credit card company ***************** fortunately flagged the renewal attempt of $219.95 as potentially fraudulent and they froze my account until I called and explained that while the charge was not actually fraudulent, it was not authorized by me. We then immediately contacted Good *** to cancel the membership and the subsequent Auto Renewal and were assured it was handled.Today I woke up to an alert from **** of America that Good *** had once again tried to charge my credit card. Fortunately, again, **** declined the charge but I had to call them, wait on hold forever, then explain the situation all over again so they would unfreeze my credit card account.It seems like the only way to get them to remove my credit card number from the account it is attached to is to make a complaint with BBB. My husband has also filed a complaint to try to get them to cancel his account since that seems like the only way to insure it actually will get done.

  Business response

  06/03/2024

  Hi All,

  In researching the members Roadside Assistance activity this is what we have found and the steps to resolve the complaint. Member had been set up with Automatic Renewal for the Roadside Assistance plan. At this time this has been removed which will remove all credit card information on the membership. No charges had been applied due to the stop from the members bank, so no refund is available. The membership is set and will expire on 6/4/2024 unless renewed by the member from the website or phone call into the **************************

  Thank you, 

  Good *** Member Relations Team
  

  Customer response

  06/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ************************************

• Initial Complaint

  06/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I joined Good *** last year (Member number *********) when I purchased an **. The Good *** membership was in my name because I was the registered owner of the ** but the membership was paid for using my wife's (*************************** ****) credit card. Unbeknownst to us, when we joined we were enrolled automatically in Auto Renewal. We no longer need Good *** services and were lucky that my wife's credit card company, **************** declined the auto renewal as suspicious. That prompted me to call Good *** last month to cancel my membership entirely. This morning we awoke to yet another notification from *************** that Good *** was still trying to process the auto renewal annual membership fee. My wife then had to contact *************** since they put a freeze on her account once again. I am making this complaint because it seems the only way that I might successfully be able to finally get this Good *** membership cancelled and also to act as proof for *************** in the event that Good *** tries once again to charge the credit card and it somehow goes through. Incidentally, you are forced to call Good *** to cancel your membership which means there is no proof that you actually spoke to someone, i.e. no paper trail, nothing to print out, etc. (When you click on "Cancel AutoRenew" it takes you to a page where you select your state and then it says you have to call.)Note: we lived in ********** when we initially joined Good *** but now live in ********.

  Business response

  06/03/2024

  Hi All,

  The above complaint has been resolved under BBB # ********. Automatic Renewal has been cancelled under the members profile. No payment was processed due to the customer's bank stopping the payment. ******ship is set to expire on 6/4/2024. ******ship will only renew from the customer's action from the website or contacting Good *** ****** Services.

   

  Thank you,

  Good *** ****** Relations Team
  

• Initial Complaint

  06/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sign up with good *** roadside asst July *****,Since I had the Roadside,I call the first day, for my car battery and no one never came out. And I paid 80 dollars for the whole year. Well, no explanation no apology no nothing just throw something at her to make her shut up. Thats how I feel that they did to me. And when I try to dispute it with my bank, they said it was too old. I asked the company for refund. They would not give me one and Im asking for a full refund now because I feel overlooked at my civil rights got violated.

  Business response

  06/10/2024

  ******** submitted a complaint regarding services that were not provided, on March 26, 2024. The member was contacted and provided with a 6-month extension, that was accepted as a resolution to the issues.
  
  The Roadside Assistance membership was purchased on 10/31/2023, as an add on for $40.00.
  
  Due to the lack of service being provided on both dates in March, we have refunded the $40.00 payment in full, and the membership will remain active through 10/29/2024.
  
  The check will be mailed out to the address on file (*********************************** Apt 907, *********, ** *****) and should arrive within 4-6 weeks.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a membership to ******* last year at Camping World and it apparently signed me up for automatic renewal. I just received a letter saying I have to call ************ in order to stop the automatic renewal. I tried calling and was on hold for over 20 minutes before I gave up. That is the only way they allow you to cancel the automatic renewal that you didn't sign up for.I do not want this membership to renew. If it does, I will ask my credit card company to reverse the charges and I will file a complaint with the ********** of ******* as this process appears to be designed to make it as difficult as possible to cancel an automatic renewal of a membership.My membership number is ********* and is under my name and address as entered here.

  Business response

  05/30/2024

  Per the member's request, we have cancelled auto renew and the membership will expire on its own on 7/27/24. ****** Services is available at ************ seven days per week from 6am to 9pm MST or anytime at *****************

  Customer response

  05/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We currently have Goodsam for towing coverage. About 1 month ago we ended up stranded on top of a mountaintop 3 hours from our home as the ** lost power. We thankfully had our Bronco which I was able to unhook and head to the closest town for reception which was about 24 miles away from the breakdown point. I did attempt to reach the dispatch at goodsams at the breakdown site but we had no reception. When we got into town we got a hold of dispatch and it was the worst thing ever. The man kept asking questions which I responded the best I could BUT after 30 minutes we were NO closer to him even trying to contact a tow truck. He asked questions like mile marker (none on that road} and address. Again stuck on top of a mountain. I gave him the names of streets we were near as well as towns I seen as we drove. I asked if he can just help us locate the tow truck driver in the area we were and we would help get them to the **. He would not help. In the end we ended getting our own tow and payed out of pocket to get us safely off that mountain. I sent in all the information pertaining to this and was just denied after trying for weeks so get information on my situ. They stated it was because I got my own tow. *** I wanted them to do it but that man was not doing it. We were tired after driving 5 hours already and had another 3 hours to go. They day was getting late. I feel this company has done me wrong now 2 times. I am cancelling the policy BUT I really need my money reimbursed as it is money I need to pay my mortgage. I payed for the tow of $1030 that date.

  Business response

  05/30/2024

  ************************* called in on 4/29/2024 at 4:05pm EST,requesting a tow service. The *** had difficulties mapping the disablement location, however the member was not with the disabled vehicle. This was determined after trying to send a link to Ms. ****** cell phone, to transmit the location back to our dispatching ***.
  

  ************** did not want to proceed through the process, and advised she would hire her own service. Per the terms of the membership, located in the Member Benefit Brochure [MBB]:
  

  You must be physically present with your vehicle to obtain any service.
  Fees for services that you hire on your own are not reimbursable.

  ************** submitted a reimbursement request for the above disablement on 4/30/2024. The claim was denied on 5/28/2024 and ************** was notified 5/28/2024 of the claim outcome.

  Customer response

  05/30/2024

   
  Complaint: 21770014
  
  I am rejecting this response because:
  That was not exactly what happened. The vehicle was up in a mountain top.  There was no way to send them the pin they requested first because we had no reception where it was disabled.  I told the person I spoke to that thus the reason we had to take our bronco out of tow mode and go to the nearest town to try to seek help and to try to call them. I did attempt to call them at the disabled entrance but the call kept dropping and then lost all reception. When I did speak to the man he was actually quite rude in the fact that he generally was not listening to me when I tryed multiple times to tell him the route which was route 160. He wanted yo know a address. I told him there was none to give. He asked for a mile marker. I again told him on that route there was none. I was able to give him some roads I noted close to where we broke down that we're off that road along with  some signs stating certain towns in the area near the breakdown. I swear he was reading off a script and not hearing anything we had to say. I at some point asked can he please maybe find us a tow company and we eould try to meet them so to help them get to the *** He again was not understanding nor listening. I feel if someone states all they can give you then you need yo think outside the box  to help that person in need. This is not the first time I feel this company has dealt me a c*** hand. But it will be the last. I know I ended up calling for my own tow in the end because I feel this man was getting no closer to helping us out. Again courtesy goes a long way when dealing with a person that is stressed and stranded. I was 3 hours away from my house. Stuck up on a mountain. Thank God we had the Bronco or we would have been still stuck there with no connection and the way this company handles tow problems. I found a tow company but they were unable to help but they themselves helped us find the one that did help us. I am thankful for that help.  Now I just feel this company needs to look at the true picture. I asked for their help but the way it was done was not leading to a resolution. That was the only reason I ended up doing it myself. 

  Sincerely,
  
  *************************

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Towed on January 17 2024 We paid the towing company $632.50 RA only sent us a check for $316.25 because they said we did not contact Dispatch.Attaching my response to them.Seriously? The reason the agent couldn't reach either myself or my husband was because we had poor to no cell service as was explained more than once. Needed more information? What else could she possibly need. After many attempts of my cell cutting out (worse every time an 18 ******* passed by) she was given the location, the reason for the call, the make, year, size, weight of our motorhome, confirmation of my membership and was told how dangerous a situation we were in. With 18 wheelers passing just inches by our motorhome, we couldn't even stay in it and had to stand on a hill up from it. The State Trouper that stopped, confirmed that she was given the correct co-ordinances. As we were in a dangerous situation and tried our best to reach RA like we were supposed to, as would be documented on your end, we should be reimbursed for the full amount.*************************

  Business response

  05/22/2024

  *********************** received services that were hired outside of our program.
  
  Per the terms of the membership purchased:
  You must request disablement assistance through our telephone dispatch center. Fees for services that are hired outside of our program are not reimbursable.
  
  Due to the circumstances, we did approve the $316.24 (half of the requested amount) as goodwill.
  
  We are unable to approve any further reimbursement.

  Customer response

  05/22/2024

   
  Complaint: 21710708
  
  I am rejecting this response because: Obviously Good *** Roadside assistance has not read the emails I have sent or the phone messages I have sent or listened to the ORIGINAL CALL TO DISPATCH as I have repeatedly asked them to do. We DID contact dispatch! LISTEN to the original call as I was told it was recorded. What a disappointing company that we have been with for so long and thankfully only ever had to use once for a flat tire. In my opinion they are telling me that a customer's safety is not important to them. Shame on them! After reading some of the many complaints I have a better understanding of how they operate. So sad. This is not about the money, it is about the fact that we did everything we were supposed to do (again, listen to the original call to dispatch).

   
  
  Sincerely,
  
  *************************

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