ComplaintsforGood Sam Enterprises, LLC

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  To Whom it May ************** see the attached supporting documents for reimbursement for the above-referenced claim. The unit was installed on 7-5-24, and payment has been made.I have a significant concern regarding this matter. I understand that since I did not bring the unit to Camping World, my deductible was $100. However, I live in ****, and I was camping in *********, ******** during the 4th of July week. The reason for this trip was because my wife was undergoing pancreatic surgery at **************************************** on 7/5/24. Given these circumstances, it was impossible for me to bring my unit to the dealership.I should only be out of pocket for my deductible of $100. However, as you can see, I paid $2208.06 plus $300 for a total of $2508.06. The total reimbursement is $2008.51, leaving me out of pocket by $499.55. Please note that this repair was done on a holiday weekend on-site. I do not fault the contractor; however, I believe that my warranty, which I paid almost $4,000 for when I bought the unit, should cover reasonable expenses.How do we go about getting the remaining $399.55 reimbursed? I would greatly appreciate your consideration, especially given the difficult circumstances. Making things right for the customer should be the goal, not to nickel and dime repairs.Attached documents:CLAIM AUTHORIZATION DETAIL Receipt for initial diagnosis and service call Receipt for installation of unit Paid/Signed invoice from Vendor I look forward to a prompt response and resolution to this matter.

  Business response

  07/26/2024

  Thank you for the opportunity to investigate this situation. After further research, we have authorized our claims partner to process a customer reimbursement in the amount of $399.55.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an extended warranty for an RV from good ***. File a claim good **** used a preferred person to do the work. The individual that was supposed to do the work installed a AC that was not the one they told good **** they put in it never has worked. He never installed the back camera. I come to find out in July that good *** paid this individual for the work done which I guess he said he did the work in January. I have been calling the last six months the individual to fix the repairs he never has and good *** now is saying they Did their job yet they didnt follow protocol as I shouldve signed off saying the individual fixed these items he never did. I never paid my deductible because he never fixed the items ahead and paid him anyways but now my RV still broken and theyre refusing to fix it. So I have had to turn around and pay someone on my credit card $1500 to put in a new AC unit not including the back up camera that I cannot have repaired until I financially have money for it

  Business response

  07/19/2024

  Thank you for contacting the Good *** **************** Plan. On 11/14/2023 ****** from Mobile Works RV called the claim administrator with concerns to the bedroom slide,backup camera, refrigerator, and AC. Then on 11/16/2023 the repair facility contacted claims providing an estimate for repairs, added the microwave and provided the mileage of the vehicle. At this time a customer statement was required on when the failures occurred and an independent inspection was requested. The inspection never occurred as repair facility would not return calls to the inspector to schedule.
  
  Then on 12/17 **** from On The Road RV Services contacted the claim administrator as the vehicle was then taken to this shop for the repairs. **** contacted the claim administrator on 12/27/2024 reported the same concerns and provided a cost for repairs. The claim administrator authorized the claim as the failures reported by the shop were all common failures. The final paid invoices was submitted by the repair facility and the claim was paid on 12/28/2023.
  
  Unfortunately there is no further assistance the claim administrator can provide as the repair facility was reimbursed for the repairs that were authorized and were reported completed. We recommend contacting On The Road RV Services as they collected payment from the claim administrator for repairs they were supposed to have completed. If you have any questions, please contact our claims team at **************.
  

  Customer response

  07/19/2024

   
  Complaint: 22002549
  
  I am rejecting this response because:
  Messages between me and the owner **** clearly state that the item for repair was not even picked up or until June 2024 which he never installed. I understand they say the repairs were done and they werent done, though it says right there they were not done
  Sincerely,
  
  *******************************

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 07/08/2024 2:29 p.m.I called Good *** ************** Gave my name & zip and I was told we did not have Roadside Assistance Coverage.Re: flat tire and we had a spare.When I got home 07/09/2024 5:32 p.m. I called Good *** ************** and spoke to ***** (supervisor) and they confirmed that I DID have Roadside Assistance Coverage.She told me someone would contact me within 24 hours.07/10/2024 Received 3 texts to answer a survey. That was their solution? Horrible.

  Business response

  07/17/2024

  We have made contact with the member and will work to resolve directly.

  Customer response

  07/26/2024

  Regarding this complaint, Good *** did get back to me.  
  
  They apologized and offered to reimburse me for my expenses.
  
  I do not have a claim because my husband ended up changing the tire himself. It was very hot that day, he was already mad at me because I handle all the bills and I told him we had coverage with Good *** before we headed out on our previous trip months back. You can imagine how unfortunate the situation was.
  
  In the meantime, I'm getting bombarded with Good *** advertising e-mails. It's no wonder I could not find my membership # in their e-mails when stuck on the New York State Thruway.
  
  I should have asked them for my membership fee back. 
  

  
  

  Business response

  07/26/2024

  We sincerely apologize for the experience, and have refunded the membership fee $149.99 back to the **** ending in 3897. The membership will not be affected and will remain active through 02/20/2025. 
  
  If there is anything else needed now or at any point in the future, please let us know. Thank you for allowing us the opportunity to address this. 
  
  

• Initial Complaint

  07/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Credit and refund ***************************** **************** credit card for $59.95. Credit and refund ***************************** **** credit card for $49.95. Attached is an electronic mail message (email message) from *********************** of Good *** member relations, who wrote in the attached electronic mail message (email message), that ***************************** **************** credit card will be credited for $59.95 by NO later than July 12, 2024, and that ***************************** Good *** roadside assistance membership number ********* was cancelled; and ************************* did NOT receive any roadside assistance services for Good *** roadside assistance membership number *********, and ************************* did NOT receive any other services for Good *** roadside assistance membership number ********* and during ***************************** July 05 2024 telephone conversation with *********************** of Good *** member relations at ************, ************************* told *********************** of Good *** member relations to cancel Good *** roadside assistance membership number *********; and during ***************************** July 03, 2024 telephone conversation with ********************************* of Good *** member services at **************, ********************************* of Good *** member services told *************************, that ***************************** **************** credit card would be refunded and credited for $59.95 by NO later than July 12, 2024; and ATTACHED is $59.95 charge to ***************************** **************** credit card by Good *** ERS which was charged to ***************************** **************** card on July 02 2024 which ************************* did NOT authorize. Credit and refund $49.95 to ***************************** **** credit card for the ATTACHED $49.95 credit card charge which was made to ***************************** **** credit card by Good *** Camping World on July 06, 2023 because ************************* did NOT receive any roadside assistance services for Good *** roadside assistance membership number ********* and ************************* did NOT receive any other services for Good *** roadside assistance membership number *********.

  Business response

  07/11/2024

  Per the members request, a refund in the amount of $59.95 was refunded back to **************** 2002 on 7/8/2024. Refunds can take 3-5 business days to post to the banking statement and the member should contact their banking institution with questions on refund processing times. The $49.95 in question was a valid charge made on 7/6/2023 for the coverage period of 7/6/2023 to 7/5/2024. That coverage term has fully expired and the customer is not eligible for a refund regardless of whether any claims were made during that time.

• 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
  

*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. ↩