ComplaintsforGood Sam Enterprises, LLC

• 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,
  
  *************************

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/9/2024 Was driving brakes locked up first attempt was at 4:00am spoke with a road side representative. Was informed help would arrive within 90 minutes. No show after 2 hours reach back out to road side assistance. Was told by representative ****** we would stay within until help arrived 1 1/2 hours later nothing. Called again spoke with reprehensive same response no assistances. At 4:00pm in the afternoon I had the vehicle towed to a local repair shop for repairs. No call backs no help no nothing for over 12 hours this is not accepted for any professional business. Of course I want 100% refund for towing and something for the inconvenience.

  Business response

  05/16/2024

  ******************** called in to request service at 6:16am on 5/9/2024.
  
  There were numerous critical errors that were made throughout the dispatching process, including a lack of communication with ******************* which contributed to the lack of service provided. 
  
  These critical errors have been addressed, and all agents who worked on Mr. ********* service request have been pulled off the live floor, to be re-trained.
  We are happy to review a reimbursement request, when submitted.
  
  In order to begin this process, please submit your claim via one of the avenues below.
  
  Online:
  ***********************************
  By Mail:
  We have mailed a paper claim form to the address on file (**********************************) if this method is preferred, please fill out the form when it arrives in the mail, and mail back to the address on the claim form, with a copy of your itemized receipt.
  
  Fax:
  ************
  If using this method, please provide a statement as well as a copy of your itemized receipt.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hold a roadside assistance membership, among others through Good ***. I needed this service the night of February 23rd, 2024. I called at approximately 8:27PM PST to request a tow for our truck and 5th wheel trailer. I explained the situation we were in and where we were located to dispatch. I explained we had two adults, a child and dogs (which my plan covers). There was a complete lack of knowledge for the situation and the type of service we were requesting. In the meantime, I coordinated getting myself, the child and the dogs picked up off the side of the HWY after dispatch said the tow companies couldn't assist, leaving my boyfriend with the rig. I was given express consent from dispatch they were sending towing for our truck AND trailer. When the tow company contacted my boyfriend they said they were not going to tow the trailer. I called dispatch back around 9:18PM PST to notify them of the issue and that I needed them to dispatch another company that could tow the trailer, as I understand it's WA state law that the trailer needs to be towed off the side of the highway with the towing vehicle. Instead of working on getting a tow company dispatched, the dispatch team was arguing with the first tow company because they had authorized the amount to tow both vehicles. I had to call back once again around 10PM to get another call out for a tow company. After all the calls and waiting on and off hold for FIVE hours with dispatch I asked if I would be fully re-imbursed if I had to call a tow company myself that they couldn't do within the last 3 1/2 hours. I was again, given express consent that the towing would be covered. When the first tow company came, they damaged the truck when loading it. When I submitted my claim for the tow reimbursement, I asked how to coordinate the damage claim. I was told someone would reach out and no one ever did. I was only reimbursed for partial amount; I have had no contact on my damage claim. Called many times with no follow-up.

  Business response

  05/17/2024

  Upon researching this with our dispatch management team, there were multiple issues that contributed to the frustration surrounding this event. Of those, proper communication seemed to be a common thread throughout and, as a result, the agents involved have been addressed.
  
  Additionally, we approved a claim for reimbursement in the amount of $1,500.00 of the $2,552.50 requested.This membership (as stated in the Membership Benefit Brochure) has a $1,500 service cap per disablement.
  
  A damage claim has been initiated with the dispatch team. They should be following up with the member,if they havent already, as all damage claims are handled directly through their designated agents/process. For all damage related inquiries, please use the contact information below:
  
  Phone #: ************
  Email: *****************************

  Customer response

  05/24/2024

  The damage company got a hold of me but we cannot get the vehicle in for an estimate they are requesting until May 31st. Do not close this complaint as the first time they contacted me was once this complaint was initiated. 

  The response for the $1,500 reimbursement is unacceptable as I stated before the dispatch office told me that the full amount the tow would be covered. As I assumed there was some ridiculously low cap limit. The remaining amount from the invoice is still owed to me.

  Business response

  06/17/2024

  Hi Team,

   

  Per the terms in our Member Benefit Brochure [MBB]:
  
  Each service offered under this program is limited to a maximum of $1500.00 per disablement event. The reimbursement was processed in accordance with our terms and conditions as stated in the ****

  
  The Member Benefit Brochure can be viewed/saved/printed for reference at **************************************

  
  Service providers and facilities referred to Members by either Affinity Road & ************ LLC (ART) or Americas Road & ************ Inc. (AmRT) are independent businesses neither owned, controlled nor operated by ART or AmRT. The responsibility for damage, loss, or unsatisfactory workmanship lies solely with the service providers and facilities providing the service.
  
  ************ will need to work with our dispatch partner Nation Safe Drivers and provide all requested information to their damage team, for review. Contact information is provided below.
  Phone #: ************
  Email: *****************************

   

  Thank you,

  Good *** Member Relations
  

  Customer response

  06/17/2024

   
  Complaint: 21691718
  
  I am rejecting this response because:

  The dispatch team I was on the phone with for approximately 5 hours. When they could not find me a tow company, I explicitly asked if I was able to get a hold of a tow company myself that I would be reimbursed the full amount, no matter the cost. The dispatcher said yes, because of all the trouble on their end after they promised to have the truck and trailer towed off together.

  I have been working with the damage team. I submitted my repair estimate back on the 31st of May and haven't heard anything back.
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently had the unfortunate experience of entrusting my RV to Good *** Extended Warranty for repairs, and I must say, it was an utter nightmare from start to finish.First and foremost, the repair process was plagued with delays and incompetence. What was supposed to be routine repairs turned into a seven-month ordeal, with my RV being returned to me only in January 2024, long past the promised timeline.The issues began with the claims department's refusal to address critical issues with my RV, including a broken generator rod and a mishandled ********* slide. Despite my persistent follow-*** and attempts to communicate the urgency of the situation, they were dismissive and unhelpful.The incompetence didn't stop there. Despite multiple assurances and promises, the replacement parts were either unavailable or arrived damaged. This led to further delays and frustrations, as well as additional expenses on my end totaling $10,740, including monthly payments, insurance premiums, storage fees, and unexpected hotel expenses.Even when a breakthrough finally occurred and a replacement generator was secured, the joy was short-lived. I was hit with unexpected fees totaling $1573, including a credit card surcharge by Good *** claims, which forced me to cancel a planned family trip. Ultimately Good **** review board declined to refund any moneys.Overall, my experience with Good *** was nothing short of a disaster. Their incompetence, lack of communication, and disregard for customer satisfaction have left me deeply disappointed. I would strongly advise anyone considering their services to look elsewhere. Save yourself the time, money, and headache.

  Business response

  05/09/2024

  Thank you for contacting the Good *** **************** Plan and bringing your claim issue to our attention. We apologize for the delays and inconvenience you experienced throughout your claim process. Unfortunately our claim administrator has no control over repair facilities, supply chain issues,shipping delays, and damaged parts. The claim administrator is only able to verify coverable failures and determine the authorized amounts on parts and labor required for repairs. The claim administrator cannot authorize the replacement of a full assembly due to shipping delays and supply chain issues.We are not able to provide reimbursement for additional expenses such as monthly payments, insurance premiums, and storage fees as these are not coverable expenses under this policy.
  
  The claim administrator reimburses the repair facilities or our members directly for authorized repairs but charges no credit card fees when making payments. CPR *** that completed your repairs contacted our claims team wanting to avoid having a credit card fee on your repairs which would be charged to you. CPR *** was advised they would be paid by an ACH direct deposit so they could avoid having to charge any credit card fee to you. On 2/1/2024 CPR *** was paid the authorized claim amount by an ACH direct deposit. There was no credit card fee ever charged by the claim administrator and the repair facility was paid in a way that no fee would be assessed to them. We strongly recommend reaching out to CPR *** regarding this charge as it was not from Good *** and the claim administrator worked with the shop to make sure they would not get a processing charge.
  
  We do apologize for the delays, negative experience, and unexpected expenses you experienced during your claim process. If you have any questions or concerns please reach out to our customer service team at **************.
  
  Thank you.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 01/13/24 I redeemed 7500 rewards points for a $50.00 credit on my account. As of 05/01/24 I still have not received said credit. I have called multiple times to try and resolve this issue to no avail. First ************* (Which issues Good *** ************ told me they no longer run the rewards program and that it had been taken over by Good *** themselves to run.Then Good *** told me I had to wait 2 billing cycles (this process use to take 2-3 business days) to get my credit.Then when I still didn't get my credit I was told by a customer service rep that I had to email them 2 months of statement s to "prove" I did not get the credit even though by her own admission their records show I redeemed the points. Then I spoke to a supervisor named **** (PH: ************) who promised me that he would get this resolved and call me back the next day after he "confirmed" with the bank that i never received the credit. That was about *************************************************** am able to make contact with him.

  Business response

  05/09/2024

  In review with **************** it was confirmed that the cardholder did receive the statement credit in the amount of $50 redeemed through their rewards account. The redemption date was 1/13/24, which was processed by the bank and shows a billing cycle post date of 12/31/23. Statement Credit redemptions can take place at any day/time but will reflect a post date of the second day of the billing cycle in which the redemption was processed.

  Customer response

  05/10/2024

   
  Complaint: 21653903
  
  I am rejecting this response because:

  I have double checked my account and there is no statement credit for $50.00 on 12/31/2023 or 01/13/2024. The last statement credit I received was for $50.00 on 12/16/2023 which was from a different redemption. I have been watching this very closely and I never received my statement credit. I demand your company issue a $50.00 statement credit immediately. The fact that this has taken 4 1/2 months is ridiculous. 
  
  Sincerely,
  
  *****************************

  Business response

  05/15/2024

  After additional research with the bank, we are certain that the $50 credit the customer sees on on the December statement is directly tied to the point redemption from 1/13. That said, we do wish to maintain the relationship with ********************* as a customer, and as a courtesy have applied and additional 7500 points to his account that can be redeemed for an additional $50 statement credit.

  Customer response

  05/17/2024

   
  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

  04/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Good *** is an incredibly incompetent company. Every time I call them and speak to one of their customer service roadside assistance reps it is the most unhelpful experience. I quite honestly have never dealt with a more incompetent company in my entire life. I was stuck on the side of the road after a blowout with my wife for 4 hours because of Good ***'s incompetence and lack of organization. I finally had to resolve the situation myself and patch up their mistakes in the process. I am now waiting on a towing reimbursement way past their "4-6 weeks of processing" with zero updates and no reimbursement processed. When I called their roadside assistance phone number, the rep I was talking to literally was just reading the email I received with no questions to understand the situation more and seemed bored out of his mind. I want to reiterate how disorganize they are as a company too. This rep had no documentation of my reimbursement submitted even though I am looking directly at an email confirming my reimbursement request. I want to stress this to anyone considering a roadside assistance company: Stay far away from Good ***. Don't even consider using them or calling them to inquire more.

  Business response

  04/26/2024

  Hi Team,

   

  ******************** call in on 2/12/2024 at 2:58pm and requested a ******************** ******* was dispatched at 3:16pm with a 60-minute **** At 4:54pm ******************** called back in to inform us that the service had been cancelled, however when our dispatching CSR checked in on the service, it had not been cancelled and advised they would contact the provider for an update on the ****
  
  At this time, ******************** became irate, stating he was sitting on the side of I10 and is now requesting a tow service.
  ******************** was placed on hold, so the dispatching CSR could contact the provider, for an updated status. At this time, the provider that was en-route was cancelled, as the member changed the service request to a tow, and the provider that was dispatched was sent out to complete the initially requested Tire Change *******.
  
  The dispatching CSR went back to update ********************, and at this time ******************** again, became irate screaming at the dispatching CSR,and at this time the call was promptly transferred to a supervisor. The service was then changed and set up to locate a provider to complete the tow, ******************* was updated with this information, by the supervisor who took over the call.
  
  ******************** requested a tow to ******* Tire and ******* Center 50.2 miles from the disablement location, ******************** was advised by the supervisor the order would be dispatched, and he would receive updated information as soon as a service provider was secured to provide the service.The tow was dispatched at 5:23pm with a 45-minute ETA, the provider arrived and provided the tow service, however ******************** changed the drop off location directly with the provider, to Big * Tires, in **********, **, which was 100 miles from the disablement location.
  
  Due to this change,  ******************** was required to pay for the excess mileage, as ******************** changed the location, to a choice destination, that was 49.8 miles further than the covered location.
  
  ******************** then submitted a reimbursement request for the additional $475.00 charge, that was paid due to the location being further than the covered location initially presented by ******************** during the intake call for the tow service.
  
  This reimbursement request has been denied, as per the terms and conditions in the Member Benefit Brochure [MBB]:
  
  If you make any request for your vehicle to be taken to a location other than the nearest independent professional service center, including your home, the mileage fee (for the distance in excess of the nearest licensed repair center) will be at your expense.

   

  Thank you,

  Good *** Member Relations Team
  

• Initial Complaint

  04/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  TO WHOM IT MAY CONCERN,On Sunday April 14th I had a tire blowout on my 2008 master tow dolly I-95 near ******* VA.I have Purchased the 3 memberships elite status platinum, tire and wheel protection as listed below.When the incident happened i called good *** and was forwarded to dispatch who told me If i wanted my tire fixed i had to pay up front or call someone else even though I had tire and wheel protection. I gave him my information and called good *** customer service again and they said i SHOULD NOT HAVE TO PAY I HAD PROPER COVERAGE. AFTER GETTING BACKON THE **** AND REACHING MY DESTINATION i called customer service and again was told i should not had to pay but now I WAS TOLD I HAD TO SUBMIT FOR REEMBURSEMENT. So i ** operated and sent pics of the blown out tire the old tire and the new tire installed by rice tire Ashland Va. After a few days i was asked for more pictures and the vin of the tow dolly and the picture on the old tire which was in new **ndition and a picture of the blownout tire (which was somewhere on the side of the road on RT 95 after the tech replaced it. My question is WHY IF I HAD **** AND WHEEL PROTECTION and full membership with good *** FOR JUST THIS TYPE OF SITUATION I HAD TO PAY UPFRONT WHEN ITS CLEAR ON GOOD *** THEY PAY FOR THE **** AND THE ****SIDE ASSISTANCE IN SUCH CASES WHEN YOUR A MEMBER. WHY SO MAY PICS WERE NEEDED AND I HAD TO FIND THE COMPANY WHO BILLED ME THROUGH A THIRD PARTY FOR AN INVOICE.I have had AAA and also a boater with boat US and seatow in case of breakdowns or emergency service and was never asked to pay up front. I expect a full refund of $409.02 for the tire emergency replacement I am so upset that i am being treated this way. sincerely ******************

  Business response

  04/26/2024

  Mr. ***** contacting our Tire Rescue team on 4/14/2024, to request a replacement tire. Mr. ***** was advised by the Tire Rescue team that the cost of the tire, and all other related charges are an out-of-pocket expense at the time of service.
  
  Mr. ***** was contacted by the ********************* on 4/24/2024 and was advised of all of the documentation needed to proceed with this reimbursement request. Mr. ***** was then contacted by the Good *** Roadside Assistance Operations team on 4/25/2024, and was advised the claim he is inquiring about was received and is under review with the correct department.
  
  As per the terms outlined in the ****
  
  Per the terms and conditions listed in the Member Benefit Brochure [***]:
  On occasion and whenever possible, we will make arrangements for the Member to purchase a tire(s) for delivery to the disablement scene. In these cases and if you do not qualify for the Tire and Wheel Road Hazardbenefits described later in this brochure, Good *** Roadside Assistance will pay for delivery of tire only. Note: Member is responsible for all additional costs including cost of tire(s), mounting, balancing, other parts or labor, tax and any other fees. If you qualify for the Tire and Wheel Road Hazard, follow the directions below to seek reimbursement consideration for those costs.
  
  YOUR RESPONSIBILITIES:
  1. Properly care for and maintain your tires and wheels,including ensuring assemblies are kept in balance and tires operated at proper inflation pressures.
  2. Use all reasonable means to protect your vehicle from additional damage.
  3. Contact the Administrator at ************** for prior authorization and a claim tracking number before work is commenced.
  4. Furnish such information as may be required, including the ********** of ************** (DOT) numbers of the tires installed on the vehicle.
  5. Incur only expenses which are authorized in advance.
  6. Make available for inspection all tires and wheels that require replacement, and wheels that are being considered for repair.
  7. Payment of all expenses and costs not reimbursable by this Membership Benefit.
  
  Claims Procedures and all information related to the use of this benefit are also listed on page(s) 4 and 5 of the *** which can be viewed, saved, or printed at any time at ************************************** . 
  
  The reimbursement benefit is limited to the repair or replacement cost of the tire and/or wheel and does not cover any mounting, balancing, taxes or miscellaneous fees. In addition, cosmetic damage to the tire and/or wheel is not covered or reimbursable.
  
  In order for your claim to be processed efficiently, please remember to:
  Send:
  Your written request for reimbursement and all documentation within 60 days from the date of damage (including the tire and/or wheel if requested for inspection)
  A clear, legible copy of the repair or replacement invoice with your signature, the date of service, and the service providers name,address, and telephone number
  Other documentation required by the Administrator
  Mail, fax, or email a legible copy of the documentation to:
  Good *** Platinum Complete, P.O. ********************************, 1-************ Fax, *********************

  Customer response

  04/26/2024

   
  Complaint: 21624427
  
  I am rejecting this response because: i joined goodsam roadside assistance and paid additional for tire and wheel protection. on april 14th 2024 i had a  blowout on rt 95 S in ******* VA area. I called goodsam and was transfered to roadside assistance and they told me i had to pay for the change and it didnt matter about my tire and wheel protection either I pay or call someone else. since i needed the tire replaced i reluctantly gave them my credit card and was billed ****** I immediatley called goodsam back and was told i should not have to pay anything since i was covered by elite roadside service and also had tire and wheel protection. I was then told to fill out a claim form to get my payment returned. ****** was the company who offered ****** as the entire claim. I feel this is fraud since clearly i didnt contract with sonsio my protection was covered by ******* and they even said i should not have paid. I demand the full balance of ****** that sonsio charged me 
  
  Sincerely,
  
  ******************

  Business response

  05/01/2024

  The claim was filed under their Tire and Wheel Protection membership *********. The claim is paying those additional amounts towards labor, valve stem, disposal fees,taxes, etc. The main disparity I see is that the customer was charged $165.00 for labor and $7.50 for valve stem and $10.50 for disposal that amounts to $183.00 and the contract covers up to $75.00 towards those charges which was the amount paid out on the claim. The claim covered the full cost of the tire as well so the final amount of $272.63 was the maximum eligible amount that could be covered on the claim within the limitations of the members coverage. We have approved a goodwill gesture to cover the remaining $136.39. We will have that taken care of and the check will be sent out in the mail by the end of the day.
  
  To Reiterate for any services required in the future:
  
  On occasion and whenever possible, we will make arrangements for the Member to purchase a tire(s) for delivery to the disablement scene. In these cases and if you do not qualify for the Tire and Wheel Road Hazardbenefits described later in this brochure, Good *** Roadside Assistance will pay for delivery of tire only. Note: Member is responsible for all additional costs including cost of tire(s), mounting, balancing, other parts or labor, tax and any other fees.
  
  If you qualify for the Tire and Wheel Road Hazard, follow the directions below to seek reimbursement consideration for those costs. This service is an Out-Of-Pocket Expense at the time of service, the member is required to pay for the service and seek reimbursement consideration.

*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. ↩