ComplaintsforGood Sam Enterprises, LLC

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In short I signed up for their service and bought in for 5 years at approximately ****** early this year . I used their service 3 times in approximately 9 months and had to pay additional charges as much as ****** to have my sons car towed. I then upgraded my policy for another ****** on 11/24 and was cancelled shortly there after. They refunded me ****** on 12/10 . I don't see how that is a fair pro rated amount for over ****** 5 year buy in and cancelled by them for using the service after only 9 months. In total I've paid them over *******.

  Business response

  12/21/2021

  The org has spoken with this member and advised that there was an error in the calculation of his refund and he will be receiving an additional $226.85 refunded to him. Member thanked the organization for the call. We consider this complaint closed at this time.

• Initial Complaint

  12/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/20/2020, GSE, LLC represented an AUTO plan good in mainland USA and PR (an unincorporated territory) and apparently invoiced this as membership # *********. But on arrival at PR, the services were not confirmed available and it called me with statement that no service was then available in PR and a refund was in process. I then discarded the materials and expected that refund to form. But the same credit card was canceled in meantime ending -**** (********** **** *********). Each time I asked for it to confirm when/how refund formed in months following, it would kick can down the road with "which plan?" or "call 888-707-7911 instead." But the rep answering there at ext # ******** could not see total picture. She was reviewing partial refund in August but adding that she would email "*********************" for resolution. That was "Nicholas" and "Melissa M" with whom prior emails were deflected to above 888.707.7911. After 12 months, Melissa's recent replies crystallize the impasse. Now, she is insinuating no history viewable for above account which I brought her attention after GSE LLC emailed for renewal of allegedly refunded plan as active. Debbie said it tried to refund my canceled card unsuccessfully in August and no one took action after that. Now, reps like "Melissa M., Marcus VIP Customer Care Team" and "Nicholas" are in place to pretend no knowledge of anything. No direct contact information from them is available but they insist people like Debbie are in charge of this missing refund. This is a scam because failure to complete a requested "full refund" in this context does not authorize it to march forward as if no cancelation were in effect. The end result, it misrepresented its plan as active, offered a refund for that misrepresentation, and then faked CS through its MM-effect to defraud me out of premiums paid. As a result, I asked MM for refund on both membership nos. # ********* & ********* in full as its CS is a faked show built on telling lies

  Business response

  02/02/2022

  The refund was issued and sent via FedEx. The FedEx tracking number is **** **** ****. It is indicated as delivered on 01/18/2022. Thanks!

• Initial Complaint

  11/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  For the past 4 years, I have been begging Good *** to update their records. Years ago, I was a member under the name ***************** in ********** ** (correct info). Then, I started receiving information for a "***********************" in *************, *******, including renewal notices / membership info, etc. Every time I call, I get an elderly customer service representative, who CANNOT resolve the issue and get this name / address / account information straightened out. I was a member of the roadside assistance plan up through last year, but have since sold my RV and want confirmation that ALL has been canceled and that I will not receive any further communication. I DO NOT want to receive any further billing, correspondence or anything from GOOD ***, but most importantly, I want to make sure that I don't receive any correspondence under a name other than my own. It is ridiculous. Cancel everything under ***************** and make sure that I don't receive anything under the name "***********************".

  Business response

  11/15/2021

  The organization has remedied this contact. We apologize for the trouble. Thank you for your patience!

• Initial Complaint

  10/07/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In April, I received an email from GoodSam, stating that my towing reimbursement claim for $185 had been approved. They claim a check was mailed to my PO BOX, but I never got it. After several phone calls, they said they would reissue. Now 6 weeks later, still no check. And after many emails to Austin Clarkson, they still haven't got me my check. Even the phone number provided is no good. I feel like they are just giving me the run-around. No member in good standing should have to wait 6 months for their money. Or be put through the wringer trying to get it.

  Business response

  10/15/2021

  The organization has been in direct communication about this complaint with the consumer/member. The organization has been asked by the member to put resending the check on hold until further notice as he is currently vacationing. Member informed the company that he will send address via email in coming days. Thank you.

  Customer response

  10/15/2021

  
  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

  10/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on October 3 I called good sam roadside service on or about 12 pm for a flat tire roadside assistance. They said 60 to 90 minutes for the person to get to me. The repair person name is Mike, text and said it would be another 2 hours before he could get to me. 3 pm no show called gs said that they were going to dispatch a different company. They said it would be again 60 to 90 minutes. 7 pm approximately called the company again said that the tow company truck broke and canceled the service to me. So they said they would have someone come out by 8 am. Still no show.

  Business response

  10/15/2021

  Thank you for reaching out. The organization has reached out to the member and left a detailed message apologizing about the service and also about the cancellation guidelines for the program. Unfortunately, the member had a previous service that would not make him eligible for any type of refund. Please see the cancellation policy:
  
  MEMBERSHIP AND CANCELLATION POLICY
  Membership is subject to cancellation by either party at any time for any
  reason, upon written notification. The cancellation of a membership includes
  the primary member and all other individuals eligible for benefits under the
  membership. All benefits will cease when the membership expires or either
  party cancels. Should the member cancel, the member will receive a prorated
  refund for the unused portion of his/her membership term, less our cost for
  any roadside assistance benefits provided under the membership during
  receive a prorated refund for the unused portion of his/her membership term
  without any deductions.
  

• Initial Complaint

  09/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 9th 2021, I requested a tow from Good ***. They had it towed to a shop that didn't have a diesel mechanic on staff. Called Good *** for a 2nd tow and learned from the 2nd tow driver that my vehicle drive line had not been disconnected by 1st tow driver likely causing damage to my transmission. When my vehicle arrived at the 2nd shop, the shop contacted me and said the 2nd tow was done improperly as well likely causing damage to my transmission. 1st tow was pulled from the front end. 2nd tow from back end. Mechanic stated both tows required the drive line to be disconnected. I requested Good *** pay for transmission diagnosis and repair as I was not prepared to pay these additional costs. Good *** representative refuses to respond to my messages. Vehicle has been sitting at shop for over a month. I spent 7 nights in a hotel and had to fly myself and dog home to ******* costing me over $1300. I'd like to be compensated for out of pocket costs and my transmission repaired.

  Business response

  09/17/2021

  The repair facility that *************** has the vehicle at would not do a diagnostic evaluation without receiving the amount of $800. Based on the claim of damage,*************** would be responsible to provide an estimate of the damages claimed.
  ************** is not willing to pay this amount. If determined that the provider caused damage then this would also be a reimbursable amount in the claim.
  
  
  Our damage department is sending an independent appraiser out to verify that damage has been caused and who is liable for said damage.
  
  The repair facility making the claim of damage to *************** but not willing to provide documents based on their finding without a $800 payment has held the process up on this claim.
  
  
  We are continuing to work with the member in this claim and will be able to provide an update within the week.
  

• Initial Complaint

  08/31/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've been charged twice monthly for the wrong service! I have tried to cancel, they refuse to refund me for their mistake! I tried using my membership,they told me I didn't have a membership! Yet each month they're charging me 2 separate charges of 39.99$ , for 2 memberships! For the wrong service! Its advertised on there website that a 3-year- "Elite" membership costs $79.99! I tried to speak with them regarding the fact that I am being charged twice each month for two separate memberships, that should only charge me one time ever, for any kind of annual membership, I'm being charged each month instead, and there answer to my issue was "they do not refund membership fees"!? I have now paid out of my pocket $379.00! plus they keep hitting my bank account after repeatedly trying to cancel! and I am very irritated that they won't refund my money and stop whatever service they say I'm getting, I ordered something else that I'm not receiving, I cant use the service they charge me for!

  Business response

  09/03/2021

  Good afternoon. Based on the consumer's contact information, I am able to locate an account with multiple memberships ending in zip XXX20. Please confirm the secondary address on file, so that I may share the membership information with the consumer. Looking forward to the response. Thank you!

  Business response

  09/09/2021

  Hello again!
  
  The consumer has two memberships associated with the ***** zip code.
  
  [**********]
  There is a Good Sam Club Membership (#*********) that expires on 03/31/2022. This was enrolled by the member on 04/01/2021 online for $29.00 with card ending in ****.
  There is a Good Sam TravelAssist (#*******) that expires on 09/30/2022.
  This account is on Auto-Renew with credit card ending in ****.
  The consumer was charged $79.99 on 08/21/2021 and the credit card failed to authorize.
  The consumer had the card run again on 08/26/2021 and was successfully charged $79.99 for the membership.
  --- Would the consumer like the Auto-Renew removed?
  --- Would the consumer like to cancel these memberships, Good Sam Club and Good Sam TravelAssist?
  
  [**********]
  There is a Coast to Coast Elite Deluxe Membership (#*******) expiring on 05/31/2022.
  There is an additional Good Sam Club Membership (#*********) that expires on 03/31/2022. This was enrolled by the member on 04/01/2021 online for $10.00 with card ending in ****. This was a packaged deal with Good Sam Roadside Assistance Platinum.
  There was an attempt to purchase an Good Sam Platinum Roadside Assistance (#815941067) on 04/01/2021 online, by the member, for $79.99, but that card failed to authorize.
  --- Would the consumer like the $10 Good Sam Club Membership canceled and refunded?
  --- What resort did the consumer purchase the Coast to Coast membership at?
  
  Please let us know how you’d like to proceed. Thanks so much for giving us a chance to make it right!

• Initial Complaint

  08/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When we purchased our towing plan they allowed us to have it towed to a location rather than a shop since the shops did not service the work on a disease truck pinion bearings. Now that we need the truck towed again they are telling us that no place will work on it we will need to pay out of pocket for a plan we have already paid for. We have gotten the same response from everyone we have spoken to of I have no idea why they did that. So how does it make sense that we are paying for a towing company for them to tell us since all of the shops will not take the vehicle that we will need to pay for it to be done out of pocket when we have done it this way before. Every time I asked for a supervisor I was asked to hold and then offered to transfer to dispatch to be told the same thing. We have been on the phone for nearly 3 hours trying to get a company we pay for to tow our vehicle. They should have told us this was 1 time only at the beginning and we would not have continued service.

  Business response

  08/25/2021

  We apologize to the member for the inconvenience of thethis service. We have immediately issued a full refund to the member behind thebilling error. We have reached out several times to the member but wereunsuccessful in doing so to apologize. An email was sent to the member at *********************** confirming thisinformation. We look forward to speaking to the member when the member responds. Thank you for the opportunity to make this right.

*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. ↩