ComplaintsforGood Sam Enterprises, LLC

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the last few months, we have had an electrical hookup problem and a side door compartment latch issue. In both instances, after spending a LOT of time on the phone with Good *** Roadside assistance people (who seemed well-trained and genuinely eager to help, we were unable to jointly resolve the problem. The next step was to have Roadside Assistance come out. In both situations, contact was made but nothing ever happened after that. Both problems were eventually resolved with the help of local people I managed to find unconnected with Good ***. I went on goodsam.com, logged in, and used their online contact form to let them know how I thought things were going, providing them all of the above details. I never got a response. Not sure what I'm paying for, but I won't be renewing.

  Business response

  04/04/2024

  On May 17th 2023, we received an email from ************, advising they were locked out of their RV. ************ states I was flustered and did not have my Roadside Assistance Info, but was advised I can get some sort of reimbursement.
  
  On May 18th, we responded to the email,advising ************ to forward his invoice, so we were able to review to approve as a One-Time Exception. ************ sent the invoice on May 20th, 2023 which totaled $150.00 for the ****************
  
  On May 22nd, 2023, we approved the $150.00 reimbursement as a One-time exception, as ************ advised they were not able to contact our telephone dispatch center on the date of the disablement. We were also unable to locate any record of assistance being requested on 5/17/2023. The $150.00 reimbursement check was mailed out to the address we have on file (**************************. *******, ** *****) on 05/31/2023.
  
  On February 22nd, 2024 ************ called in requesting assistance with a side panel hatch to access the water, ************ advised the key turns, but the latch does not release.
  
  ************ was advised at this time that the issue he was explaining does not prevent the vehicle from operating under its own power.This type of issue is not classified as an emergency roadside disablement and would not be covered under the terms of the membership.
  
  Per our Member Benefit Brochure:
  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 independent professional service center for repair.
  
  Lockout coverage only applies to gain entry into the vehicle, to allow the vehicle to operate under its own power.

  Customer response

  04/07/2024

   
  Complaint: 21490458
  
  I am rejecting this response because:

  1. Much of the their response was in regard to an incident that I had not mentioned and had no problems with. Actually, I was pleased with the way that incident was handled, especially the reimbursement.

  2. Then their response went on to cover only one of my two actual complaints.  Their assertion that neither incident qualified as a Road Assistance situation needs to be communicated to their people taking the calls.  In both cases, after exhausting all other opportunities, I was connected with the Roadside Assistance app, and then nothing else happened.  The phone people seemed knowledgeable and genuinely interested in helping solve the problem; however, in the end, I had to figure out a way to take care of the problems myself.
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I first got my policy in July 2023 for a $951 for the entire year with $251 a quarter payment with a $500 deductible. I was not aware that multiple claims can be submitted with one deductible so I switched to the $250 deductible. I was on the $250 deductible for a month and made no service calls and switched to the $500 deductible. When I switched the agent said that my premium would go back to my regular payment and that they would honor the amount paid so far of $251.07 in July, $161.70 in Sept and $406.77 in Oct to go towards my $950 annual payment. But then I get a call that states I owe $106 for this quarter and then a remainder of $251 in April. I would be fine if they prorated me for the time I was on the $250 deductible, but I dont think its fair to charge me a total of $1176. Then today they told me that I was verbally told that my warranty changed to $1176 in October (he said that he listened to the recording). I asked him to play it for me and/or send me evidence and he refused. Im willing to pay up to $951 for the year and if I have to, a prorated charge for the time I was on $250 deductible. But Im ready to chat with my lawyer on this because I hate getting taken advantage of!

  Customer response

  03/20/2024

  I forgot to add that the supervisor I spoke with yesterday told me that if I pay $251, my account would be good until July.  When I gave him my card details, I was billed for $106 instead of the $251. He said that he incorrectly gave me the wrong amount and that he would refund the $106. At that point he refused to discuss anything further with my account.

  Customer response

  03/20/2024

  I forgot to add that the supervisor I spoke with yesterday told me that if I pay $251, my account would be good until July.  When I gave him my card details, I was billed for $106 instead of the $251. He said that he incorrectly gave me the wrong amount and that he would refund the $106. At that point he refused to discuss anything further with my account.

  Business response

  03/22/2024

  
  Thank you for contacting the Good *** **************** Plan. On 7/18/2023 a policy was started for *************** on a 2017 Forest River Forester with a $500.00 deductible. On 9/5/2023 we received a call from **************** requesting a deductible change on his policy from $500.00 to $250.00 and an update to the mileage listed on the policy. *************** advised this was the deductible the policy was supposed to be initially setup. Since we were told that is how the policy should have been originally set up, we backdated both of those changes to the start of the policy. On 10/24/2023 we received a call from **************** requesting to change the deductible on his policy back to $500.00.
  
  The original premium amount is $980.22 and there was an additional $166.78 due to having the lower deductible from 7/18 to 10/24 and the mileage change.
  
  If you have any questions or concerns please reach out to our customer service team at ************.

  Business response

  04/24/2024

  Thank you for contacting the Good *** **************** Plan. We apologize if there was confusion regarding your payment and the billing of your account was not correctly explained. The payment for $106.45 taken on 3/18/2024 was to get the premium current on the account. The payment taken for $251.01 on 4/19/2024 was the last quarterly payment for the current term. You policy is current with the equity expiration set to expire on 7/18/2024. Your initial premium was at $980.22. With the pro-rated amount on the cover change an additional $166.78 was added to the initial premium. This brings the total premium due for the term of the policy  to $1,147.00, you have paid a total of $1,147.00. Your policy is current and all premium has been paid, until your policy is up for renewal on 7/19/2024. If you have any questions please contact our customer service team at ************

  Thank you,

  Good *** Member Relations Team
  

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  WHOEVER READS THIS GOOD *** DOES NOT HONOR THEIR TRAVEL ASSISTANCE PROGRAM THE ROADSIDE ASSISTANCE PROGRAM OR TIRE WHEEL PROTECTION PROGRAM. Good *** left my family and I in 2 weather temperatures for over 24 hours this is after their phone Support said that they had contacted a local tow truck company to jump us after waiting 24 hours I paid for one out of pocket assured that I would receive my money back if I file the correct paperwork I filed the paperwork not once not twice but three times each time giving them what they needed and asked for Im not received a refund way over $900 was actually $1274 I only was requesting 900 be refunded it may they refused to pay that. on the same trip we had a blowout and had to replace a brand new tire in which I had signed up for the tire wheel protection program and I was charged $1900 and never received a refund on this I do want that full amount back after reading the complaints on here and the reviews of Good *** it is clearly a mistake on my part to have ever given them a dime of my money

  Business response

  03/07/2024

  ************* submitted 2 claims on 1/17/2024 with 2 transaction receipts. Per the terms in our Member Benefit Brochure:
  
  All claims must be submitted through the program claim website at roadside.goodsam.com/claims with itemized paid receipt and letter of explanation within 30 days of the incident for consideration of reimbursement.
  
  For the Tire Replacement claim, we are able to forward the information submitted to our Tire Claim Team for review and resolution, however we do require itemized receipt for all charges as well as photos of the tire damaged, as the Tire and Wheel Protection covers damage due to Road Hazard.
  
  We will be happy to review once all required information is submitted through our claims website (above).

• Initial Complaint

  03/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Being charged for something that good *** should of payed

  Business response

  03/11/2024

  We have attempted to contact ****************** to address the complaint. We have been unable to reach ******************. A voicemail was left with instructions to submit a reimbursement claim, for consideration.
  
  We are happy to review a reimbursement claim request, ***************** can file the information online at ************************************** mail at PO box 6900 ************, *****, or by fax at ************.
  
  All claims for consideration must be submitted with a paid Itemized Receipt and statement within 30 days from the date of disablement, to remain eligible for consideration.

• Initial Complaint

  02/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company Good *** roadside assistance has completely done me dirty twice now the first time I hire them to send a tow truck to pick up my truck and trailer and bring it from where was broke down to a storage facility for RVs and vehicles there dispatched tow company pulled up and dropped my travel trailer in the middle of the parking lot and drove off with my truck and stole it filed police report and everything and Good *** has done nothing for that they refunded me they completely admitted that my vehicle was done stole by their dispatch tow company the tow company wouldn't answer their calls and Good *** did nothing I kept getting promised that they would that they would resolve this make up for it and reimburse me and they never did anything and now that was last may 2023. Now they have done me wrong with if you're non-member you can call in and they give you a huge discount on towing I'm talking up pay $164 or 279 on a $1,400 tow bill that they dispatch I called in their dispatch couldn't find anybody at the officer found somebody dispatch told them to get that company to come and give me the information to call back in the next day to have them put it as a dispatch and me to pay the ******************************** and it has been everything but easy I've been called a liar I have been lied to several times by Good *** and it's dispatch they are s******* me out of $1, 200. If it wasn't for their discount for non-members they're dispatch I would never use them I would not have hired a tow truck I would have limped it to my destination but they sent out a tow truck with the agreement of me paying the *********************************************************** about everything. I have been stuck here 5 days trying to resolve this. They absolutely have screwed me now I have to pay the full tow that they dispatched they told me they were going to cover minus my deductible they are lurching on their policies on their programs and s******* me real good

  Business response

  02/26/2024

  ************* has been contacted, and the issue was resolve directly with the member.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Friday, February 16. 2024, we had a flat tire. After safely pulling off the shoulder of the roadway, I called the roadside assistance number of ************** at 12:27pm. System sent me a location link to find my location which did not work and it read to try again later. Tried 3 more times. We were in ************************. Called back and got caught in the directory loop, so finally chose member services to direct me to a roadside assistance agent. Service # ********. Never heard from Good *** again. no text message, no phone call( even 3 days later) Left us stranded on the roadway for over 4 hours waiting. Contacted the *** and they dispatched a ************* truck. Free of charge. In less than an hour we were on the road. We pay over $220. for this" service?' This was unprofessional and unacceptable. I am deeply concerned that if we ever needed the Travel assist portion of our membership, that this may happen.

  Business response

  02/26/2024

  ************ contacted our dispatch team for a tire change,on 02/16/2024. We were able to review this call for service and determined a critical error made by the representative who was to dispatch this service,causing the service order to be closed.
  
  The representative did not follow procedure to correct the critical error that was made, causing the lack of follow-up with ************.
  We have pulled the agent responsible for this error from the dispatching floor to be re-trained, to ensure this type of error does not reoccur.
  
  Due to the errors that were made during the intake process, we would like to offer ******************************* payment of $100.00, for the experience and lack of service provided when requested.
  
  We will be mailing this check to the address on file for ************ (***************************** ********, ** *****), and should be received within ***** business days.

• Initial Complaint

  02/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Company does not honor their email unsubscription process. Have repeatedly tried to have them remove my email address from their mailing list, each time they either claim it was a glitch and that I have been removed, but each time they emails start back up again, this has been going on for a year with multiple attempts to remove myself not only through the email unsubscribe option but also direct messaging representatives within the company, each time they claim Ive been removed and each time the emails start right back up again.

  Business response

  02/12/2024

  I see a recent request for an unsubscribe that was fulfilled on 1/16/2024. It can take up to 30 days for this to take effect as batched emails are already generated within that time-frame. That being said, I have gone a step further to place the email address ************************* in DO NOT EMAIL status, which should prevent any further email communication.

  Customer response

  02/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and although they have made claims in the past that I was removed yet I still received contact from them, I will find that this resolution will be satisfactory to me so long as they uphold their end of this situation and make no further contact with me via email. 
  
  Sincerely,
  
  ******************

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased extended warranty for $1, it takes a while to get your RV in for service. So I finally got appointment got my RV over there for the repairs to be done. We was looking to have repairs done to a manifold boat that had broken. Hydraulic line that has started leaking that needed to be replaced. An electrical issue I was having on the inside of the *** The service guy for customer service for Good ***'s was very rude disrespectful and he talked to you like you are a kid. Before I even had an encounter with the man the mechanic shop told me that he was very rude to them so I said to myself I'm going to go in this with a positive note. Contacted them and he was very rude to me questions that I had to ask that I read and had questions about he talked to me like I was a little kid and just kept repeating itself and still not giving a real answer. I understand y'all have guidelines to go by but sometime a guideline is only good as the person that's using it. The mechanic shop refused to do work with them anymore so I had to pay out of pocket for the remaining work to be done so I'm almost $4,000 out of my pocket for a warranty that I supposed to had that don't make sense and they won't give me a year credit to try this all over again what kind of customer service is this. And that's not including the $1, ****** that I had to pay to get the coverage and no one never returned my call in a card numerous times but never got a call back from supervisors including the last lady I spoke with and made it she never seen the email until the second we were speaking but still refuse to give any credit throughout been dealing with this for several months! Don't know what to do from here this is not right.

  Business response

  02/14/2024

  Thank you for contacting the Good *** **************** Plan and bringing your claim issues to our attention. We apologize for the frustrations and difficulties you and the repair facility experienced during the claims process. We aim to provide excellent customer service at all levels. We take it seriously that you and the repair facility endured a negative experience like this and that the repair facility never wants to work with the Good *** **************** Plan again. These issues have been sent to the claim managers to review these calls and provide necessary coaching and disciplinary actions. We take this situation very seriously and aim to get this corrected to prevent incidents like this from occurring in the future.
  
  However,we cannot provide any refunded premiums or credits toward your policy. We can offer you the Good *** ************ to review your claim for any portions of the repair cost that the claim administrator may not have covered. If the ************ is an option you would like to pursue, please contact our customer service team at ************. They can address any questions and provide details and requirements to review your claim.
  

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have paid $3668 for warranty. On my RV. Called at 10am they said they would send RV tech in 20 min. They didn't and didn't bother to call back. 2 hours later we had to call and find out what the hold up is. They lied and said we didn't have an active policy. Hours later proved we did. We did this 8 times. It's now 8pm still no tech. Lots of promises no call backs. We are stranded, no power, no heat, food on fridge is ruined, three kids, two dogs in freezing temps. They literally got me on the phone with a non RV tech to explain my slide won't come in and he was so kind bc he heard my tears he was to come just see if he could help. But he was in ******* and I was in ********. I want every ***** back.

  Business response

  02/08/2024

  Hi Team,

   

  Thank you for contacting the Good *** **************** Plan and bringing these ****** to our attention. We have spoken with the our customer ****************** regarding this incident and provided clarification of coverage limitations and the confusion caused. ***************** holds an **************** Plan that covers repair costs for covered mechanical breakdowns. This policy does not provide any coverage or dispatch assistance for any required road services.
  
  Our customer service team was contacted by ****************** on 2/5/2024 inquiring why his policy wasnt active and his claim was denied. ****************** was advised his policy has been active and was transferred to the claim administrator for the status of his claim. At this time the claims adjuster advised that no claim was denied and that no claim had been called in. A claim was started and the adjuster advised to have a shop call in with a diagnostic and estimate prior to completing the repairs.
  
  ****************** had a Good *** Roadside Assistance membership that expired on 1/30/2023. This a road service program that can provide assistance dispatching tow, mobile mechanics, or other roadside services. We suspect that the Roadside Dispatch was contacted for service and this is why ****************** was being told his membership had expired.We provided ****************** the number for Roadside dispatch *************). We advised that they would be able to provide assistance for an out of pocket charge as the membership was expired if services were needed.
  
  We do apologize for any inconvenience caused by our different programs and coverages they provide. Mr. ******** claim is currently open and waiting to hear from a repair facility with a diagnostic and estimate so the claim can move forward.If you have any questions or concerns with your policy or coverage please contact our customer service team at ************.
  
  Thank you,

  Good *** Member Relations
  

• Initial Complaint

  02/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had Good *** roadside assistance for ************** service and my first experience was a disaster with tow truck never showing, left to sleep in my new to me vehicle. Following day tow finally shows but is not flatbed truck that was originally requested. More waiting my drop off was within the mile limit but fees were attempted and added so that took more time to sort. Two days ago I requested gas up to five gallons. Again, last hour I'm told one gallon will be only offer with charges cash or card. Unexceptable

  Business response

  02/06/2024

  ****************** called in for service on 02/05/2024 for a fuel delivery. Service was dispatched and completed.
  The out-of-pocket payment requested for this service, was for the cost of the fuel.
  
  Per the terms of the Member Benefit Brochure [MBB]:
  
  EMERGENCY FUEL AND FLUID SERVICE:
  If the Members vehicle runs out of fuel, a limited supply of 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 will also be made available, including anti-freeze,transmission fluid, differential and transfer case lubricant. Note:Delivery does not include the cost of fuel and fluids delivered.

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