ComplaintsforGood Sam Enterprises, LLC

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Good *** 8/29/2023. I've had several issues where I needed a dispatch or repair service. They never dispatch anyone out for assistance. Today 1/23/2024 I spent all day trying to get my camper sent to ****************************** in *********, ** Each time I called they provided work orders ******** & *********. I've been left stranded. I'm a new camper owner and the service has been awful. I would like a full refund of my monthly premium starting from 8/29/2024

  Business response

  01/31/2024

  On 01/18/2024 member contacted our dispatch team,requesting to be towed ***** miles from *********************************************************** to ***********************************************************, due to a broken pipe. The broken pipe did not prevent the vehicle from operating under its own power, however the member did not have a tow vehicle, due to it being towed by the members insurance provider in the days prior.
  
  The member was advised the tow service would not be covered, and a full *** payment would be required, due to the disablement being excluded from coverage, due to the advisement of the *** expense, the service was cancelled by the member.
  
  The member called back on 01/23/2024 to request the same service, and was told again, the service would not be covered due to exclusion in coverage, service was cancelled.
  
  The member called back in again on 1/23/2024, requested the same service, which was provided as the *** who performed intake on this call, didnt recognize the non-coverage.
  
  Service was then provided on 1/24/2024, with the provider meeting their provided ETA, and the member was towed, to the location of their choice.
  The service on 1/24/2024 should not have been provided as a covered service, as the vehicle was not disabled, the tow that was provided is considered a convenience tow and is excluded from coverage under the benefit. .
  
  We are able to cancel the remaining time on the membership, however there will be no refund due, as per the terms detailed in the member benefit brochure [MBB].
  Per the terms in the ****
  The purpose of the Good *** Platinum ******** 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.
  This Membership does not provide for routine transportation, towing, or relocating of vehicles, unless directly related to qualifying roadside assistance service for a disabled vehicle.
  Upon cancellation, the Member will receive a prorated refund for the unused portion of their Membership term. If the Member has utilized any ******** Services during their membership term, no refund is owed.
  We have disabled the auto-renew for the ******** Assistance membership. The membership will remain active through 08/26/2025 and expire on its own.

  Customer response

  01/31/2024

   
  Complaint: 21188915
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I did not ask for the alleged 'service' they are billing me for. I have never signed up for it, and have no use for it.

  Business response

  01/24/2024

  Per your request, we have refunded the auto renew charge on your TravelAssist membership. The refund will post to your credit card within 3-5 business days.

  Customer response

  01/24/2024

  I never signed up for the 'Travel Assist' in the first place, so why would it have an auto-renew. This business automatically makes every 'service' auto-renew, without asking for permission. I do have the basic membership, and the roadside assistance through them. I never set those charges to auto-renew, yet when I looked yesterday, they are both set to auto renew. Those don't come due until late this year.By the time they are due I will have cancelled all memberships with Good ***. The way they do business is shady at best. 

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have good *** extended warranty. I was told I HAD to take my vehicle to one of the repair facilities for repairs. That spoke to the repair facility and advised them my generator was covered and gave them my contact number. Now Im being told the part in the generator is not covered and I would have to pay the diagnostic cost plus the repair. If they had me go to this repair shop why wouldnt they cover the diagnostic check especially when they told them my generator was cover. Then when I tried to call their customer service they are telling me no one there told the repair shop my generator was covered.

  Business response

  01/23/2024

  Claims verified with the agent the customers only concern reported was that the generator would not start. The technician found that the carburetor was gummed up with old fuel, replacement of the carburetor would be necessary to fix the customers concern. The claim was denied correctly as the carburetor is specifically excluded under exclusion 10 of the Agreement.
  
  FOR ANY OF THE FOLLOWING COMPONENTS, REPAIR COSTS, SERVICES, SUPPLIES OR PARTS, AWNING MATERIAL, ADJUSTMENTS, ALIGNMENTS, BASKETS OR BUCKETS, BATTERY, BATTERY CABLES, BRAKE PADS AND SHOES, BRAKE ROTORS AND DRUMS (UNLESS IN CONNECTION WITH A COVERED PART FAILURE), CARBURETOR, CELLULAR PHONES, COOLANTS AND FLUIDS (UNLESS IN CONNECTION WITH A COVERED PART FAILURE), DISTRIBUTOR CAP, DISTRIBUTOR ROTOR, DRIVE BELTS, EGR VALVE, EXHAUST PIPES, FILTERS, GLOW PLUGS, INFRARED SYSTEMS, K**** OR DIALS, HOSES OR LINES, LOOSE FASTENERS OR CONNECTIONS, LENSES, LINKAGE AND PEDAL, LOUVERS, MANUAL CLUTCH ASSEMBLY, MANUAL CLUTCH HYDRAULICS, MICROWAVE OR OVEN MEAT PROBES OR ROTISSERIES, MUFFLER, RACKS, RESONATORS, RETRACTABLE SCREENS, SHELVES, RUBBER MOLDINGS, SEALED BEAMS, SHOCK ABSORBERS, SPARK PLUGS, SPARK PLUG WIRES, ENGINE THERMOSTAT, VANITIES, VENTS, WASHERS, WHEEL BALANCING, WIND NOISES, WATER PURIFICATION FILTERS, WATER SEPARATORS, WEATHER STRIPPING, WIPER ARMS AND WIPER BLADES.

• Initial Complaint

  01/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Change in Reward points without notification to turn in points Good *** keeping half the money that was saved rewards the a pdf submitted describes the complaint as seen below too long to write here I'm warning people and would like to get the amount of rewards money They They I should have gotten 540 and received 360 The pdf explains this

  Business response

  01/31/2024

  On Nov. 6, 2023, Good *** Rewards Credit Card did transition its reward program to an all-inclusive Loyalty program in partnership with Good *** Membership. A Change In Benefits notification was sent to all cardholders 60-days prior to the effective start date. This notice was sent by email or letter depending on preference settings within your account center. As noted in that communication, points can be redeemed in one of two ways: via Discount (****pts = $10) or Statement Credit (****pts = $10) by logging into your Good *** Rewards website. You can also navigate to the rewards center directly from your account center. We appreciate the feedback and if there are additional questions related the rewards program, please reach out to Good *** and we would be happy to assist.

• Initial Complaint

  01/15/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Good *** continues to send me bulk emails about sales and advertising even though I have unsubscribed from their business at least 5 times in the past 12 months.

  Business response

  01/16/2024

  Good Morning. We have unsubscribed the consumer from all future communications, and will investigate the previous failed unsubscribe requests to prevent future issues.

  Customer response

  01/16/2024

   
  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

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In good faith I purchased a good *** roadside assistance warranty. When I needed to use the warranty my claim was denied. They said the tire was bald. This picture did look like the tire was worn but it was definitely not bald like they said. There fore my complaint is that they advertise one thing but do not stand up to what they describe when selling you the plan. They get to pick and choose what is covered. I am very disappointed. It was a waste of our hard earned money and we trusted we were covered in case we had a flat tire.

  Business response

  01/16/2024

  ****************** submitted a claim against their Tire and Wheel Road Hazard benefit requesting reimbursement for a tire related disablement.
  After  review of their claim, the request for reimbursement was denied citing the tread was below the minimum requirement.
  
  Per the terms under our Member Benefit Brochure [***]:
  To be eligible for reimbursement, your tires must be in good condition with more than 2/32" of tread remaining.
  
  EXCLUSIONS AND LIMITATIONS:
  FAILURES TO ****S AND/OR WHEELS OCCURRING WHEN ANY PART OF THE **** TREAD THAT COMES IN CONTACT WITH THE **** HAS A TREAD DEPTH OF 2/32 OR LESS.
  The claim went through a secondary review,and the determination to deny based on program limitations stated in the *** remains.

  Customer response

  01/16/2024

   
  Complaint: 21122014
  
  I am rejecting this response because:
  When purchasing this road hazard warranty I was never told that they could make a decision on a claim based on the tread of the tire.  Our tire went flat and I turned in a claim. They denied it.  Its as simple as that.  They do not advertise it anywhere that there are stipulations when buying their product.  Their salespeople say if you have an issue you just need to start a claim.  Its a deceitful sales tactic.  They had no problem taking my money for a product that they have the ability to say I dont qualify for when I try and use it.  

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

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had the unfortunate pleasure of needing to contact Good *** twice in a two week period. The first call was on Thursday, December 28th, 2023. This was for my Durango that died at the local Auto Zone store. We took it there to get it diagnosed and it would not turn over. We were two miles from our home. Called Good *** to tow it to our house due to our son-in-law being a mechanic and he was going to fix it there. I was on the phone ordering a tow truck for OVER AN HOUR. The representative was so incompetent and spoke very poor english. At the end of this she informed me I would have an extra charge of $11 for towing it to my house. I questioned that since I was literally having it towed 2 miles but I was told because "I didn't tow it to the nearest auto repair shop." Ok, I paid it and moved on. The very next week, January 4th ****, my son's 2008 ***** Civic stopped working while he was on his way home from work. We called for a tow truck the next day. Again, spoke to someone with very poor english. I was able to make out maybe every 3rd word. So, we wanted the car towed to our auto mechanic....roughly 24 miles from where the car broke down. He said something about a fee, then I was able to make out $10-12. The part I think that I did not understand because his english was so poor was that it would cost $10-12 a mile! I had a $167 towing fee for less than 30 miles. ****** I am furious with the customer service. It is terrible. They treat you so badly and watch out if you tell them you can't understand what they are saying! Second, the towing fee is more than my membership fee. What is my membership fee even paying for? I do not feel that I received any benefit whatsoever from being a Good *** member. When you ask about that, they skirt the question and act like you didn't say anything because there is no benefit. I have been scammed into believing this was roadside assistance. It's higway robbery with very unhelpful people working the phones.

  Business response

  01/19/2024

  Mr. **** called in on two separate occasions for Roadside Assistance.
  On 12/28/2023 Mr. **** called in to request a tow. Mr. **** was advised coverage to the nearest qualified repair facility which was  **** miles away from the disablement location. Mr. **** requested a specific location to have his vehicle taken, that was **** miles from the disablement location. The charge of $11.65 was due, due to the excess mileage.
  On 01/04/2024 Mr. **** called in to request a tow, for his sons car. Mr. **** was advised again coverage is to the nearest qualified repair facility, which was 1.6 miles from the disablement location. Mr. **** requested a specific location to have his sons vehicle taken to, which was ***** miles from the disablement location resulting in an overage charge. When the provider arrived on site to tow the vehicle, Mr. **** refused to pay the provider the overage amount, causing a delay to the provider, who then charged another $55.00 for the time spent waiting for the payment to be made.
  
  While we did on 1/04/2024 find that the *** had an accent and spoke too quickly at times, Mr. **** and dispatch agent were able to complete the service request with only minor delays.
  
  Per the terms outlined in our Member Benefit Brochure [MBB]:
  When you call for service, Good *** pays for the delivery of your vehicle to the nearest independent professional service center capable and willing to repair your vehicle.
  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.

  Customer response

  01/22/2024

   
  Complaint: 21121065
  
  I am rejecting this response because: The first point that I want to dispute is that I DID NOT refuse to pay for the tow to ******** Auto Repair. I was not present when the tow truck arrived at the repair shop. The owner of the repair shop called me and said that the tow truck driver wanted to know who was paying for this, obviously we did not expect **************** to pay for the tow. **************** called to say the car had arrived and I went to the shop to pay the tow truck driver. I questioned the amount because it was excessive.....that is not refusing to pay for the tow. I should be able to question this, correct? After reading your response, it is obvious that I was being scammed due to a charge being added for the tow truck drvier having to wait. He maybe waited 10 minutes for me to arrive and honestly, it was probably less than that. I don't live far from the auto repair shop. I came as soon as I was called. I can't say the same for the tow truck driver.

  I am also disputing this part of Good ***'s response:  "While we did on 1/04/2024 find that the *** had an accent and spoke too quickly at times, Mr. **** and dispatch agent were able to complete the service request with only minor delays."  That is being downplayed so much. The *** is an English as a second language person and his english is rough. To the point that he was not understandble for most of the conversation. Good *** is placing blame on me for not understanding him. I cannot accept this as a response to their terrible customer service. The first time I had to call for a tow, the female worker was incompetent and the second agent could not be understood and this is my fault how? My impression of Good *** is so bad that when my renewal comes up, I will not sign up for this service again. There is no service, they scam more money out of you "per their policy." I am disgusted with this entire situation. I never had this issue with AAA. They offer unlimited towing up to 100 miles. ***** Good *** needs to rethink some policies and remember that we pay a membership fee for SERVICE. I will not be satisfied with this response unless my towing fee is refunded and based upon their response and hiding behind the fine print, that probably won't be happening. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11-24-23 while enroute on Hwy 58 from ****** to ****, ****** our vehicle encountered a major. mechanical failure and was completely immobile. Due to adverse weather, we were unable to safely move the car from the highway and were blocking a lane of traffic. In an attempt to contact Good *** Roadside assistance we discovered that there was not any cellular service on this mountain pass area. Due to the severity of the situation we then dialed 911. ODOT was immediately dispatched in order to provide the assistance necessary to prevent any possible accidents due to the imminent danger. In order to alleviate this danger, they dispatched the nearest towing company. Under State regulations, they were not able to contact Good *** Roadside Assistance on our behalf, therefore we were at ODOT's mercy for tow service. Within minutes, a tow truck arrived and safely towed us to a location where we could leave the car until we contacted Good *** ***************** This distance was approximately 10 miles. **** contacting Good *** it became apparent they might dispute reimbursing me for the tow service I paid to ******************* in the amount of $736.37. At that time, we were concerned any ************** services might not be covered by them as well, so we elected to tow the vehicle ourselves an additional 70 miles to *********** of **** which is an authorized company for repairs. This saved Good *** any additional towing expenses had we dispatched them for this second tow. We were told that under the circumstances of being unable to contact their dispatch center (no cellular service) that we should file a claim explaining the reason we should be reimbursed for the $736.37 we paid. This was done and we were denied. Claim #*********-1. Numerous phone calls to speak with a secondary management representative to dispute this denial have been unsuccessful. Due to their admission of this being a "grey" area under their policy we should qualify for reimbursement.

  Business response

  12/20/2023

  ************** contacted the police for service on 11/24/2023 and paid out of pocket for services that were secured outside of our program. Per the Member Benefit Brochure [MBB]:
  

  Fees for services you hire on your own are not reimbursable.
  At their discretion, law enforcement officers may radio for a non-program emergency service provider. If this happens, please submit a claim for reimbursement consideration. All reimbursement payments may be limited to the amount Good *** would have paid a contracted service provider (which may be less than the amount you paid for service). 
  

  Due to the circumstance, we are offering a reimbursement for half of the total requested charges for towing for a reimbursement of $387.36, as an exception to the benefits provided under the terms and conditions.  In order to process the reimbursement as noted above,we will need verification from ************** that the address provided below is a good address to mail the check to.
  

  We have on file:
  *******************
  *********************************
  ******** 97707
  
  ************* can confirm his address by emailing ******************** Once we received verification that the above address is accurate, the previously noted reimbursement will be processed and mailed out via check and received within 4-6 weeks.

  Customer response

  12/22/2023

   
  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

  12/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On or about Ict 26th, 2023 I contacted Good *** about using my reward points. I was told at that time they were converting to a new system. They told me it would be complete by Nov 6th and to call back then. I called back on the 8th and was told there were problems with the conversion and it would all be corrected in 3 - 5 business days. I called back on the 15th and was the conversion was in process and would be complete in 3-5 days. I called back I called back around the 22nd and was told they didn't know why my points were missing but it would be corrected within 3-5 days. I called at the end of Nov. and was told they didn't know what happened to my account but they would manually correct the error and the points would be available to use within 5 days. I called back the first week of Dec. and asked to speak with a manager and was again assured everything would be available within 5 days. Now I can't even see my account online. It brings up an error page. I called back on Nov 7th and finally spoke to a manager who confirmed he couldn't bring up my account. He said he couldnt give me a date when the error would be mcorrected. It is almost $500 in reward points that have just "disappered" according to the manager. There has been no communication from Good *** or no apology from them. I was in fact told it was my fault because I didn't link the credit card to my account properly. That was never an option for me. I have spent more than 10 hours on the phone with them and still no satisfaction. My time should be worth something.

  Business response

  12/19/2023

  Hi Team,

  We have corrected the technical problem that ***** and *********************** had been experiencing with the rewards point benefits. ***** was able to apply points as she first attempted. Records in our system reflect the transaction did process. In addition we have reached out to ***** by phone this afternoon to make sure no other issues had surfaced and apologize for the overall service when she brought this to our attention.

  After contact and account verification we consider this satisfied.

  Thank you,

  Good *** Member Relations
  

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 18, 2023, I noticed a crack in my Toy Haulers (RV) frame. Not safe to tow in my opinion. I contacted ********************************* (GSRA). On that day an agent told me they would tow it "anywhere I want" which I thought was weird since normally they only tow to the nearest service center. Saturday morning, I call back and spoke with another agent. We talked all day Saturday and Sunday trying to make arrangements to tow my camper. He couldn't find a RV dealership to take it. Luckily, I knew someone at a dealership 64 miles away that agreed to take it. After that the agent worked hard IMO opinion to find someone to tow my camper. By the end of the day on Sunday it was told to me that a tow service would be there Monday morning to get my camper. I rented a U-Haul and unloaded all of our belongings and headed home. I positioned the camper where it would be easily accessible for the tow company. I was told permits would have to be obtained for this tow and that is why it would be Monday. I was also told to call back on Monday morning at 9:30 to confirm it was happening. When I called back on Monday morning, I was greeted by a very unfriendly GSRA agent who when she looked up my claim number immediately told me my ticket was closed and that GSRA doesn't do that? I asked why and she said because it was due to an accident? I explained there was no accident, but she stood firm on her claim of that they were not going to help. I ended up having to hire a welder to come and make my camper safe to tow home. My GSRA claim number was: ******** The fact that they would not tow it was one thing but to tell me you would, and I take the measures of unloading the camper and leaving it behind to be towed and then I was told "We don't do that"!!!!!!!!

  Business response

  12/18/2023

  Hi Team,

  Please review our response below.

  
  ************************* called in for service on Saturday 11/18/2023 at 9am stating the frame of their 2015 toy hauler was cracked.  
  The initial dispatch agent who set up the service incorrectly quoted coverage for the service. This agent has been pulled off the floor to be re-trained as the information provided was incorrect.  
  Per the terms of the membership, towing is covered to the nearest willing and capable repair facility able to make the repairs to resolve the disablement. A crack in the body of the vehicle does not prevent the vehicle from operating under its own power, making this disablement ineligible for coverage under the membership. 
  We sincerely apologize for the incorrect information provided on the initial intake call;however the member was advised later in the afternoon on 11/18/2023 that the initial intake agent mistakenly provided incorrect information. ********************** was advised of the cost of service, as the disablement was not covered under the terms of the membership.  
  Due to the incorrect information provided initially, and the inconvenience this caused for **********************, we would like to mail a $75.00 goodwill check. We will need ********************* to verify the below address as correct:
  
  *************************
  ***************************
  *****, ** *****   

   

  Thank you,

  Good *** Member Relations
  

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