ComplaintsforGood Sam Enterprises, LLC

• Initial Complaint

  07/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  11/25/2021 I purchased a tire and wheel protection plan. Registration number TS ****************. I drive a 2021 ***** CX-30 but Good *** issued the plan for a CX-3. When I had damage to my rim and attempted to use the plan I was told I do not have a plan for this vehicle. I never owned a CX-3 and didn't want coverage for a CX-3. If Good *** is going to refuse to cover my CX-30 then the policy should be flat cancelled and a refund issued for the full amount.

  Business response

  07/14/2022

  We have updated the members contract to reflect the correct vehicle information and there is now a claim that has been set up and now it is being investigated.
  
  Member has been reached out to by the claims department and a claim number has been generated for the claim *******.

• Initial Complaint

  07/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Since 2015 Goodsam has automatically renewed my extended service plan and automatically withdrew my monthly premiums from my bank account without any problems or actions by me. In ************* stopped withdrawing my premiums and cancelled my account despite sending a renewal notice stating that my policy was going to renew automatically and that I needed to do nothing. Almost a year later, Goodasm sent me a notice that my policy was inactive. When I called, they said they cancelled it because I was suppose to call and renew. They also claimed they mailed a cancellation notice. Goodsam's explanation contradicted their own practice of automatic renewal, their own renewal notice, and I never received a cancellation notice by mail. Gooddsam acknowledged no cancellation notice was sent via email despite their confirmation that they had my email address. Goodsam's only explanation was that "sometimes" the renewal department cancels some policies at the 7 year ****. The representative could not explain why the renewal department indiscriminately cancels some policies at the 7 year ****. However, my policy had only been in effect for 6 years. Goodsam refused to reinstate my policy unless I paid the back fees for the months I did not have coverage because of their mistake. Or, I could purchase a new policy for three time the amount of my old policy. Goodsam should not be requiring customers to pay for their mistake.

  Business response

  07/15/2022

  Thank you for reaching out to ********************************* regarding your concern. We apologize for the situation you encountered and would like to work with you to resolve it. One of our representatives will contact you to talk about a resolution.

• Initial Complaint

  06/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 14, 2022 while driving from ****, to *********** my husband had a stroke in **. I was able to get him to pull over to a safe spot and a Good Samaritan unhooked my car and I drove him to ***************** where he was admitted to ********************** and transferred by Air to the **** for a Stroke.I called GoodSam immediately and explained the situation to ******. I needed to get someone to drive or tow the ** to ************** **** (1 1/2 hrs away) from where we were in ********, **.****** refused to help me. Said that I had to get in an accident first, before GoodSam can assist me. I even questioned this. He said thats the way it works. The Insurance is only good for accidents. So I asked, you mean to tell me that you want me to drive the ** myself, get in an accident and than call back? His answer was Im not telling you to have an accident but when you do, call us back. He said that I need the Platinum Complete plan (which is what my husband thought he bought) and was going to upgrade me. He put me on hold, where we got disconnected after 45 minutes and he NEVER called me back.Once I got back to the **, a friend whose brother just happened to live in that town came over, drove the ** to a safe place for the evening and set it up for my girls to sleep in while I drove by to **** to be with my husband.Later, I called a second time and spoke to *****, who informed me that ****** had gone home for the evening and did not upgrade me as previously advised. She went ahead and upgraded my plan to the Platinum Complete Plan charging me additional money, but said it wont cover this occurrence since it is pre existing. She did tell me to keep all receipts, write a letter explaining what happened and file a claim once I get home for reimbursement so that it can be covered. Thank God for a Good Samaritan, Because GoodSam was happy to take my additional $ but is now refusing to reimburse me for Trip Interruption of $1288.00

  Business response

  06/30/2022

  Hello,
  
  The purpose of the Good *** Platinum Roadside Assistance is to provide roadside assistance, in the event of a disablement of any vehicle in the possession of either you or any allowable family member under this program, which is required to enable that vehicle to either proceed safely under its own power, or to be towed to the nearest professional service center for repair. This benefit is not intended to be used in lieu of routine maintenance or needed repairs on your vehicle.
  
  Here are the requirements for eligibility of the Trip Interruption benefit: Youre eligible for reimbursement for the cost of meals, lodging and car rental if your vehicle is disabled due to a collision with another vehicle more than 100 miles from your home.
  
  The Good *** Roadside program is not designed to transport fully operational vehicles. Full  details of the program can be seen within the following link:
  https://images.goodsam.com/goodsamroadside.com/mbb/GRA58264_Rev_1.2020_Platinum_Complete.pdf
  
  Thank you,
  

  Customer response

  06/30/2022

   
  Complaint: 17474471
  
  I am rejecting this response because:
  GoodSam accepted payment for the Platinum Complete plan which does provide Trip Interruption Insurance.

  i was advised by ***** at the time to pay out of pocket, write a letter and submit claim for reimbursement. Which is what I have done.
  
  GoodSam states that they are there to help you, but yet they refused to help me when I reached out to them during an emergency situation and when I really needed them.
  Apparently my husband was sold the wrong package from the store. They were willing to accept my money, but have no compassion for 3 stranded women, and 3 dogs on the side of the road during a Medical Emergency. What if the Good Samaritans that did help us raped or killed us? 
  

  Apparently GoodSam does not care about their customers and only about their Policies. 
  

  This is sad, and poor Customer Service 
  

  So Sad! 

   

  Sincerely,
  

  
  *******************

• Initial Complaint

  06/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 17, 2022, my Membership with ********************************* became effective for my **************** by Forest River (Fifth Wheel). On May 23, 2022, my wife and I had a blowout while traveling from ********** to *****, in ************, **. Good *** Roadside Assistance (GSRA) was contacted, we were stranded 5 hours before a tow truck could be dispatched to assist. On May 24, 2022, the Good *** Tire Protection Program (GSTP) was contacted to replace 4 tires, GSTP dispatched **********, a mobile mechanic was sent to Our location (******, **) to replace 4 tires, which We paid $1,366.58. On May 26, 2022 We continued Our trip, however, ***** miles into the trip, Our trip was interrupted in *********, **********. It was here that We discovered that the NEW tires were rubbing against the suspension, thereby ruining the insides of the tire walls. Again, GSRA was contacted to assist, and the ************************************** shop was contacted to diagnose and repair damages to tires and suspension. According to the mobile mechanic at **************************************, whoever replaced the tires did not use the correct "**** points" to change out tires and bent the suspension by placing **** on the center pivot causing it to twist leading to destruction of tires, springs, shackle plates, and shocks. On May 28, 2022, We replaced 4 brand new tires, and my suspension totaling $3,948.38. On June 3, 2022, I filed a claim for damages and reimbursement with GSTP. On June 17, 2022, We were denied reimbursement after invoices, technicians assessments, and pictures (before and after) of repair work was provided to Good ***. We were also denied reimbursement for Lodging, Food, and Fuel while stranded. These are all services We paid for, and Good *** advertised, but did not honor when the time came!

  Business response

  06/24/2022

  After conveying the aforementioned information the member, **************** has been informed that we have denied his damage claim based on the following:

  The member has created a near impossible situation to resolve his damage claim. By repairing his 5th without informing anyone prior to the repairs being performed
  The members insurance company refused to assist with the claim for this very reason repairs already performed.
  The repairs consisted of replacing springs, shocks, etc.. The replacement of these suspension components are difficult to point to an improper jacking procedure.
  More than one vendor performed tire service (spare tire change and tire replacement). If the vendor / vendors caused some or all of the damage, which vendor?
  Member requested 4 tires replaced and stated that he had a lot of damage caused by a failed tire prior (spare tire was installed). Was the damage caused by in part or entirely by a failed tire or the result of worn suspension components?
  
  

• Initial Complaint

  06/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a motorhome from Camping World in *******,** in October of 2021 then traded the motorhome in 4 months later in February. Camping World has received the pay off letter from our lan Bank which was M&T bank in March. We also purchased about ********* worth of extended warranties and vehicle protection plans. We have only received the gap policy refund so far, this has been going on since February of 2022. I understand from the conversations with Camping World representative tat we are only entitled to the *************** Contract as a refund now. Which should be about *********.

  Business response

  06/23/2022

  Good *** has investigated *************** complaint. Good *** is not the party responsible for the cancellation of this policy. The dealership that sold the policy is. We have reached out to the dealership and found that they were notified of the payoff of the unit and received a request to cancel a gap policy; however, cancelation of the *** was not made at that time. Many customers who pay off their loans early want to keep the protection of their extended service plan in place. The Dealer has reached out to ************ and completed a cancellation request. To that end we consider this matter settled.
  

  Customer response

  06/23/2022

   
  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. If they follow up and do keep me informed when the check is cut and a tracking number as stated I will be whole. Otherwise I will continue inquiring where the refund is. Camping World is in touch with me and has stated they will keep me informed.
  
  Sincerely,
  
  *******************

• Initial Complaint

  06/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was unable to locate my Good *** membership account online and believed it had expired. I then created a new account and purchased a 3-year membership. I then found the old account and my first membership was still active. I emailed Good *** to cancel my duplicate membership and they refused. I asked them to add the new membership years to my existing membership and they ignored my request. They are no longer answering my emails. I no longer want a transfer of the new term to my first membership, and I want a full refund of the $79.00.

  Business response

  06/13/2022

  Hello ****************,

  We are sorry to hear about your experience and are looking into the communication you have had with member services. Per your request, we have combined the time remaining on your original membership (20 months) to you new member number, and your new expiration date is 01/29/2027. We sent a separate email confirming your membership and included a new membership card. Thank you for your membership.
  

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For decades we used AAA Premier. Due to an offer (AARP) of 3 years discounted membership from Good-*** Roadside assistance we called them and the rep gave details and thereof we decided to purchase Good *** membership. One day, our car just cut-off the engine whilst travelling on the Interstate. It was almost like the battery dying or run out of gas but non of that applied. We called Good *** and they said it would take an hour for assistance to arrive. The Police arrived, commented that it's a computer failure in car and pulled (towed) the vehicle to the side shoulder. But still subject to fast moving Interstate traffic. We had to call Good *** 6 times and each time they said they were looking for towing service/assistance providers, service will come in 1 hour. By now, we were extremely distraught. We had no food, prescription medicines, water. We missed the family wedding event. After 6+ hours the Good *** service provider arrived. They said they will only be able to tow the car and are limited to mileage because Good *** won't pay them. Well, the tow company towed the car to an "Emissions Service" provider shop - they just left our car in the repair shop parking lot as the business was closed !!! We called Good *** and the rep was hardly helpful, no apology for poor service, no enabling to tow the vehicle to a dealer or a repair shop which repaired automotive electronics, Engine computer problems. The next day, we missed pay and took time off to take care of car repairs. The Emissions repair shop told they don't repair electronic problems - only emissions. We had to make our own arrangements to have the vehicle towed to the dealer shop to fix the repair. Since we were let down, the described service was not provided and subjected to suffering we asked Good *** for full refund of membership $179.90 . The Rep apologized, said we'd get a full refund but we only got $15.73 back on the credit card. They NOW say we had a service call. Membership *********

  Business response

  06/10/2022

  Hello *** ******** We are sorry to hear about your experience with Roadside Assistance, and will be taking steps to improve the customer experience going forward. After reviewing your membership and the complaint provided, we have issued an additional refund of $83.34 for a total prorated refund amount of $99.07 since the service on 3/1 was unsuccessful. One of our Roadside coordinators did reach out and left a voicemail with this information as well. Please contact ****** Services at ************ if you have any questions or concerns.

  Customer response

  06/15/2022

   
  Complaint: 17313979

  Thank you for the response.
  
  I'd like to say that the response from GoodSam Roadside assistance is not acceptable as I'm sure the respondent realizes the 7+ hours of AGONY we were put through due to lack of service. We appreciate the gesture of 83 dollar refund. We were seeking full 179 dollars paid. Our car broke down on Interstate at high speed due to car computer failure - car just stopped on the interstate. The police arrived and we call Good ***. Since GoodSam did not arrive in hour the police pulled the car over to shoulder. We were frightened. The cars/traffic was whizzing by at high speed , some too close and almost ran into rear of our vehicle. How many times have you seen news where vehicles ran into cars that were broke down or tire change on the Interstate ? Get the worrying picture ? We kept calling GoodSam but 7+ hours went by, careless excuses and no service, no food, no restrooms, no medicines. Yes, the GoodSam towing service arrived eventually but they towed the car to a Vehicle Emissions center - they said they never work on cars especially computer repair and we had to ask car dealer to tow car to their shop and repair.  Yes, the Good *** provided the tow but carelessly selected wrong place to dump our car as it was nearest for their cost benefit - hardly an approved repair facility. In view of the horrible suffering, not living up to its roadside assistance promise and stranded in unsafe place it is only fair to compensate additional $90 or such Total Refund of membership paid $179.95 

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

• Initial Complaint

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had Good *** towing insurance for six years. It is under my husband's name *******************. We have tried to use it 3 times in the last two years. All three times, we have called for a tow and spent 45 minutes to an hour each time on the phone trying to get a tow. The first time, the agent set me up with a tow truck from 200 miles away even though there was a town with several tow companies only 15 miles away. When the tow truck driver found out my location, he cancelled the tow and I had to find my own truck and pay $100 out of pocket. The second time, they kept promising to call me back and never did. I finally found a tow truck myself and paid for that tow as well. The third time was UNBELIEVABLE. This time, they told my husband that we didn't have insurance and they would send a tow truck for $1500. My poor husband agreed and they charged our card before they had even found a company. That driver called and said he would pick us ** in 4 HOURS!!! We cancelled the tow and found one ourselves for $1000. Good *** said they would refund the charge but a week later and they haven't done so. My husband has been on the phone for a half hour and they are giving lame excuses for why they couldn't give us our money back or why they couldn't send tows the other two times. At this point, we need our $1500 back as well as ALL of the premiums we have paid for 6 years.

  Business response

  06/06/2022

  ************************** has been in direct contact with Management of the Roadside program to resolve all of her concerns.  We are currently waiting for documentation to be provided by the member to resolve.

• Initial Complaint

  05/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 21st, I took my trailer in for repair work. We have a Good *** **************** Plan. (#********) which states will cover the affected part, diagnostic and the cost "to repair any covered parts at the prevailing retail labor rates". The repair facility charged 1 our diagnostic labor at $185, $415 for the part and $555 for 3 hours labor to replace the damaged item. United *********************** (Good Sam's administrator) state they would only cover 2 hours labor ($360) and what they said the part should cost ($390). Called on May 6th to complain. Received a call back fro the claims department stating they would cover the part and the labor. They sent a revised authorization (a1527377) to the repair shop. The new authorization has approved $415 for the part, 2 hours labor for the repair ($360), and 2 additional hours for diagnostic and additional labor ($370). However the total approved was only $775 ($415 part + $360 labor). The additional $370 was left off the total. Both the repair shop and myself called multiple times to get them to address the error. On May 18th I went to the repair shop where we both got on the phone with United ***********************'s claims department. After 2 hours on the phone they stated they will only pay for 2 hours labor because that is what their book says.

  Business response

  05/26/2022

  Thank you. Please find the response to this complaint attached above.

• Initial Complaint

  05/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Today my son's car broke down 6 and a 1/2 hours away from home. I gave them the good *** information and he called them. They texted him a form. He filled out the form and sent me screenshots showing that it was being processed. One hour and 45 minutes later he had not received the car tow or any callback from good ***. I called them, I spent 7 minutes trying to get connected to a representative and was even disconnected once. I was transferred twice and I explained the situation of how upset I was, that my son was stranded for 2 hours with no tow truck. I said he has already made other arrangements to leave the car at another mechanic, and a family nearby has picked him up to spend the night. Since I did not receive the service that I paid for I wanted full refund. They said they could not give me a refund.

  Business response

  05/19/2022

  Hello **********************,

  We are so sorry to hear about your Roadside Experience. Per your conversation with our Roadside Assistance Supervisor, we have issued the refund amount discussed.
  

  Customer response

  05/20/2022

   
  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,
  
  *******************************

*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. ↩