ComplaintsforGood Sam Enterprises, LLC

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called good *** for a car toe. Ita been 6 houra I am stuck on road with no help. They have changed service provider 3 times already and no help from good ***. This is the worst service a dispatch team can give.

  Business response

  11/29/2023

  Good *** is working directly with **************** to resolve the out-of-pocket expense incurred.

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a member of the Good *** Roadside Assistance. Member #******** On August 7 my RV got stuck and blocking the campground road. I had no cell service so I could not call Good ***. The park called a tow truck. ***************** responded and got me out of the situation. The charge was $500 which I paid.I filed a claim online. Response was it could *********** weeks. Waited 7 called to find out the status. I called and found out claim rejected due to not calling dispatch. Asked for a supervisor, they told me one would call me within 6 business days. No one did. Tried 5 more times to get a supervisor each time was told one would call me. No on ever did. When I asked for a phone number for the claims department was told that they had no number for claims. Contacted the *** ***************************' office twice. They told me they would check and get back to me. They did not get back. When I called them, I was told "the claim was rejected, they could do nothing more and are ENDING THE CALL." They then hung up.The issue is:1} That I did not call dispatch. I could not call. With blocking the campground road, I needed service ASAP.2} I filled out their claim form and provided the receipt. There was a question, did you attempt to contact dispatch.3} No one ever contacted me about the situation

  Business response

  11/20/2023

  ******************* paid for service secured outside of our program, without contacting our telephone dispatch center for service. Per the terms of our Member Benefit Brochure, the out-of-pocket charges are ineligible for reimbursement.
  
  Per the Member Benefit Brochure [MBB]:
  
  You must request disablement assistance through our telephone dispatch center.
  Note:Fees for services that you hire on your own are not reimbursable.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My membership number is ********. Service rendered on 06/29 of 2023. Service done by ************** service. Replace a flat tire with a new tire I purchased separate, outside the cost of the service call which was ******. Pd in cash at time of service. Service was at or near *****************************************************. On a **** Dodge Road Trec. Had a tire blow out needed replaced. I have Good **** Roadside Assistance. Membership # above at time of service. Got home turned in claim got a letter back not covered will not pay. Went to where I purchased the warranty, and was told to contact corporate office, which I did. They took do information and said they would get back with me. Never did. Contact through ******** gave them all the information told the same thing. they would get back with me and did not. Called one more time and still no call back. I had the coverage, had a flat call tire company 5 hrs.' later back on the road. get home and company plays you like hey let's not pay him he will quit, and we are ahead ******. Not right big business s******* the little guy. Looked at comments, and I am not the first they have done this to. Hope you can help me with this problem in getting my money back. Thank You *******************************

  Business response

  11/21/2023

  ******************** secured service on 7/26/2023 without contacting our telephone dispatch center for service. Per the terms outlined in the Member Benefit Brochure [MBB]:
  You must request disablement assistance through our telephone dispatch center as fees for services hired on your own are not reimbursable.
  
  The claim submitted for the 7/26/2023 date of service also would not be eligible for reimbursement. The member submitted charges related to replacement of a tire.
  
  All costs associated with a tire purchase are the members responsibility, as none of the charges are covered under the membership. Per the Platinum [MBB]:
  Member is responsible for all additional costs including cost of tire(s), mounting, balancing, other parts or labor, tax and any other fees.

  Customer response

  12/12/2023

  The 1st line of reply is a blow off of underlying false claim . Know where on the attached claim does it say you have to contact their business 1st. As shown on attached paperwork I have added for your review. The company brags about everything they will and can do if you pay this amount (*****) for their service. Says nothing about call their office 1st in it.  When I perched the contract from there, I never received a member's contact on what you have to do, and it says nothing on or about what you have to do in time of an emergency on the paperwork I have added to this complaint. And the 2nd page I have attached is a pic of the *** smiling all the way to the bank on false statements on stealing other people money and not helping . Then they said I added tire cost to this bill. lies again . The only thing sent to you to forward on was the cost of service! The tire cost out of my pocket paid superette. The bill shows just ****** for service charge , not the tire cost. Sent a request form and got back this letter of response they will not pay anything. And again, tire replacement was not part of their cost I submitted. They lie whoever is responding back to you *******. The work I am claiming is the service guy removed the tire put on the new tire I supplied (bought extra) and left. You have my 1st pic and there is not added tire cost as they are saying. And again, when I perched this tire deal no time was, I informed I had to contact them 1st to be approved. I called 6 places sand I finally got someone to come and help with my flat tire problem. took 5 or 6 hrs. but the work got done. Now this person *************************;  *** can set there on his flyer pics smiling he is here to help. What help? Can't pay a dime to me even if I did not get a contract to follow? He is a thief, and I am not the only one who did not get paid what was due them in comments I read. A person was told they could not find a place for him so they were on their own to get whoever they could. they found someone but when they turned in their bill at the end of trip the person wrote they wouldn't pay their bill either.  If you can't help me, I am going to take this to my court in my town for the people to make up their mines if I am right or wrong. This company is a scam . They run thousand of adds on what they can do for you if you join this or that they have to offer, and there are lots of things. And they will not pay my bill , but fight it with lies?  They need to be exposed in their corrupted practices. I am entailed to my mooneyes due me. ****************************;             

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have extended warranty with *******. I have a 40 ft ** Winnebago Journey which I purchased about 4 years ago. I've had this warranty since I bought it. My passenger front slideout started to malfunction close to 3 years ago. I got permission by ******* to get it looked at and get a quote. The warranty does cover slideouts. When I was in ***************, no one could work on it when I called, I since lived in *****************, then ************************ Is. I called Camping world and Mesa **, they don't work on Slideouts. I had someone come out from ************* to give me a quote last year, 2022, then said they would call me, I waited, I called back, they said they would call me back. It's been a year, no one wants to work on it. This year I had a leak on my hydraulic hose, found someone 35 miles away in *********, ** because no one will do it at *****************. During this time my slideout kept sticking out more and more. If I had to drive and move the slideout has to come in. I literally have to close the slideout in order to drive. So when I took the ** to get hose fixed the slideout did not close all the way, it stuck out about 4 inches. Before it was only like 2-3 inches and the trim was pushout to the point that it lost some screws. I pushed it in to drive it to the place to get hose fixed. When I got there the slideout came out about 12 inches. So I called Goodsam to let them know. **** said get a quote and we did, about 10k to fix. they said it was to much and will send and inspector. the inspector took 5 days to get there. The inspector said there was corrosion and was used during the faulty so the insurance said it will not cover it. I called to tell them that there was no corrosion and there was no choice but close when I drive it. I wanted to speak to a manager and left message 3 times. I also call the insurance commission of *******. Please help, that is my residence, I rent a lot.

  Business response

  11/13/2023

  Thank you for contacting the Good *** **************** Plan.Good *** does not administer the claims and cannot approve, deny, or overturn a claim decision. We have escalated your concerns to our claims administrator to look over the specifics of your claim so they can reach out to you. If you have additional information that could be used to determine coverage, please reach out to our claim administrator at **************. Their hours of operation are from 8:00 am 5:00 pm Mountain Time.

  Thank you,

  Good *** Member Relations
  

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 18, 2023, I contacted Good *** Roadside Assistance by phone at 12:45pm to schedule a tow for a car from ****** ** to **********. The agent told me that it would be free of charge and then gave me an ETA of 60 minutes and service request number ********. I waited for hours but no tow truck arrived. I called back to see why no tow truck arrived yet after waiting hours. They proceeded to tell me that no tow truck was on the way and that it be $521! They didn't even have the decency to call me to tell me this! They told me it was free of charge! I then filed a complaint with them the next morning at 9:06am on October 19 that had a call duration time of 50 minutes 22 seconds. I requested that they listen to the phone call from the 18th. They assured me they would. This complaint is under case number ********. **************** was put in charge of handing this matter. She assured me today that they will honor what I was told once they listen to the phone call from the 18th. Now when I called **************** back, she is telling me that they can't do anymore to help me. After 2 weeks of me waiting for them to listen to this recorded phone call!!! This isn't right. She assured me last Friday that my complaint would be resolved by today which it isnt resolved. I want $521 paid to me to compensate me for the tow.

  Business response

  11/07/2023

  **************** called in to request a tow from ****** ** to ********** (Aprox. **** miles).**************** was advised of multiple amounts due for the excess mileage, per the coverage outlined in our Member Benefit Brochure, **************** declined to make the payment for the mileage in excess to the nearest qualified repair facility as the location she is requesting to be towed is her home.  
  
  Per the terms of the Member Benefit Brochure:
  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. However, you must request disablement assistance through our telephone dispatch center within 24 hours of the disablement. 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.
  
  **************** also has a service limitation cap of $500.00 per disablement event. Any service provided under our membership is subject to a maximum coverage amount of $500.00 per disablement event.
  
  We have offered service to **************** on multiple occasions; however, **************** has declined to accept services covered under the membership.
  
  **************** has also requested to cancel her membership and has been advised that the membership can be cancelled without any refund due, as **************** has received covered service on multiple occasions.
  
  Per our Member Benefit Brochure regarding the request for cancellation:
  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.

  Customer response

  11/07/2023

   
  Complaint: 20822043
  
  I am rejecting this response because: I was told that Good *** RA Operations team would review the phone call. **************** promised me that upon getting the phone call listened to from October 18th that they would honor the free tow upon listening to the call and hearing that I was in fact told that it would be free of charge. Which if you listened to the call you heard that I was told that and I was given a 60 minute ETA and service number ********. I filed the complaint on the 19th of October and I waited 2 weeks for you to listen to the call. You did not do that nor did you ever provide a result of the investigation  into the call??? Look at the emails I just uploaded. 
  
  Sincerely,
  
  ***********************

  Customer response

  11/07/2023

  When I initially called, the agent I was spoke to was very much aware of towing the car to my home address in ******* from Eureka. He didn't say anything at all about my policy only covering to the nearest service center.  ************ didn't even call me to tell me no tow truck was coming. I sat there for hours between waiting for the tow truck and talking on the phone with Good *** Roadside Assistance while still on the side of the road for about 3 hours. They didn't even have the decency to call and tell me no tow truck was even called! I had to call them after waiting well over the 60 minute ETA I was given.  It doesn't matter about what the brochure says (I have no idea what brochure?) The agent sure didn't read no brochure stating free to nearest service center only when he told me it was free of charge to my home! So he and I both understood it to be free of charge. Then I called at 9:06am on October 19 and filed a complaint.  I was repeatedly promised throughout the following 2 weeks that my call would be listened to and if indeed I was told it was free of charge, that it be honored. Now they can't even answer my questions and tell me that nothing can be done. Why?? Because they can't take hearing the truth in my phone call? They should honor what they told me. Nobody even called me to tell me the outcome of their investigation and if they ever even listened to my call from October 18th at 12:45pm or not. I guess that's how they treat their "investigations". 

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11 am on sunday 8/27, my 25 ft RV blew out a rear inside tire on highway 81 *************. I called your 800 # and talked to the tire division in ********. His name was *******. At first he was very helpful and explained that they would look for a tire within a 60 mile radius. Of course, while he was looking After 2 hours, ******* told me he could not find that tire anywhere and we had to talk to towing. Talking to towing was like communicating with a non english speaking person from *****. I think her name was Faith or ******. To put it nicely, she was dumb as rocks. I gave her the case # and had to re-explained where we were and what are situation was . She was going to research and call us back. Her english was 2nd rate and I could hardly understand a word she said. She then called back an hour later, ASKING FOR BASICALLY THE SAME INFO I GAVE HER AN HOUR EARLIER!! She then said she was still checking on it . She then called back asking more questions, I asked her 5 TIMES WHERE I WAS LOCATED to verify the info and she gave me the wrong location EVERY TIME . She kept telling me I was at ******************, when that was the destination I need a go to . I then asked her if I was south or north of that location and she got that wrong 4-5 times. SHE HAD ZERO CLUE WHERE I WAS!!!. At this point , I said s**** it ,and was able to get to the campground for the night ( RISKING DRIVING A DAMAGED RV ). When I got to the campsite your towing **** called ( ****** ) she told me there was nothing she could do and had 911 on the line. WHAT IS 911 GOING TO DO!!!!.No one did anything on this til 9 am when ******* came in to work. He found a tire and a tech would be here in 1-2 hours. Tech shows up at **** . LIBERTY ****. He was only 27 MILES AWAY. HERE IS WHERE I LOST IT, THE ***** **** , TOLD ME HE WAS ON CALL ALL WEEKEND AND COULD HAVE EASILY DONE THE **** ON SUNDAY WITH NO ISSUES!!!!!!!!!!!!!!!!!!!.

  Business response

  10/11/2023

  Hi Team,

  ****************** called in for a ********************* on 8/27/2023 at 8:45am. Member was connected with our Tire Rescue team for assistance locating and securing a provider to deliver a new tire. At the time of the initial call, the member was located on I-81 in ************** ********. Our ********* searched out a 60-mile radius for a tire and provider and were not able to locate an available provider.
  
  ****************** was transferred to our ***************** for assistance with getting a tow secured. Our dispatch team were also unable to locate a towing provider, after 2 hours ****************** cancelled the service request, and disconnected the line from our Dispatch team.
  
  ****************** then traveled from the disablement location,143 miles to a campground located at ********************************************************** and contacted our Tire Rescue team back to request service. Due to the change of location, our Tire Rescue team was able to locate and secure the provider that replaced the damaged tire, with the purchased tire. This provider was not in range from the original disablement location, we were able to locate them only after the member drove 143 miles to a campground closer to this providers location.
  
  ****************** contacted our Tire Rescue Team on 8/29/2023 to request a refund for the Tire Warranty ($34.85) and the Valve Stem Charge ($9.50) and Tax (for a total of $46.71 which was processed back to the members payment method on 8/31/2023. ****************** was sent an emailed receipt showing the charges were refunded on 8/31/2023 as well.
  
  We have been in contact with ****************** since 9/12/2023. ****************** received a detailed breakdown of the issues with his service request, remedies in place to ensure that these delays do not reoccur and has been offered and accepted goodwill payment of $75.00 and a 6-month extension on the membership for the issues encountered

  Customer response

  10/11/2023

   
  Complaint: 20717957
  
  I am rejecting this response because:

  1) they are lying about the tire location. The company that installed the tire., His name was **** from LIBERTY TIRE. , told me on monday that they are 27 miles away and he was on call all weekend and had 4 tires in stock. They have a national account with good *** and he told me they do repair work for them all the time. He told me GOOD *** probably did not want to pay the holiday upcharge so  that why they lied to me and somehow found the tire the next day ( MONDAY ) . The good *** employee, *******, blatantly lied to me. Then they added a 35 dollar eXtenDED wARRANTY on a tire that already comes with a 40k mile WARRANTY WITHOUT MY approvaL  jUST ANOTHER WAY TO MAKE MONEY OFF OF THEIR CUSTOMERS . what a scam. 

  ANOTHER BLATANT LIE IS I NEVER CANCELLED THE **** WHY WOULD I IF IM STUCK ON THE SIDE OF THE ***** AFTER 3 CALLS THE REPS ( WHO BARELY SPEAK ENGLISH ) DID NOT EVEN KNOW WHERE I WAS LOCATED. THEY CALLED TWICE TO TRY AND FIGURE OUT WHERE I WAS. I WAS OFF A MAJOR HIGHWAY, AND MY RV IS ONLY 25 FT LONG, NOT BEING ABLE TO FIND A TOW IS ABSOLUTE BS, A TRUCK IN FRONT OF US HAD A BLOWN TIRE AND A WRECKER SHOWED UP WITHIN 2 HOURS. MY GUESS GOOD *** WAS TOO CHEAP TO PAY FOR SUNDAY TOWING. AFTER I HOBBLED MY RV TO A CAMPSITE, THEY CALLED ABOUT 4 HOURS LATER AND ASKED ME IF THEY SHOULD CALL 911!!  WTF.  IF THEY HIRED REPS THAT SPEAK ENGLISH AND ARE LOCATED IN THE US THEY COULD HAS EASILY FOUND A **** I HAD TO REPEAT MY SELF 6-8 TIMES FOR THEM TO EVEN UNDERSTAND MY SITUATION. EVEN ******* IN CORP HEADQUARTERS  ***************************** TOLD ME THEY OUTSOURCE THEIR SERVICE CALLS TO ******** OR *****.  ASKED THE REPS 10 TIMES TO SPEAK TO A SUPERVISOR AND THEY REFUSED EVERYTIME. NO ONE IN CORP COULD GIVE ME A REASON FOR ANY OF THESE MISHAPS . *************************** SAYS IF WE ARE NOT HAPPY, HE'S  NOT HAPPY. WHAT A JOKE!!  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ***** express Roadtrek broke down at 10:15pm in ********, **. I called Good *** at 10:20pm to ask for a tow. Numerous phone calls later a tow truck has not yet arrived at 4:15am6 hours and I am still waiting for a tow truck. They say one has been dispatched and then nothing happens, two hours later I call again and they say they will dispatch a new truck. What a joke. Imagine if I was in a rural area. To not be able to secure a tow truck in the **************** is absurd.

  Business response

  10/12/2023

  Hi Team,

  Good *** made contact with *************************, and resolved the complaint directly.

  Thank you,

  Good *** Member Relations Team
  

   

• Initial Complaint

  10/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 9/8/2023, my wife and I renewed our membership with *************** for three years, due to an offer to receive a $30 merchandise certificate. After renewing the membership I never received the merchandise certificate. Around Sept. 20, 2023 I contacted Good ***'s customer service by telephone and was told that it takes 10 days to two weeks to receive the merchandise certificate. On Oct. 1, 2023 I emailed Good ***'s explaining that I still have not received the $30 merchandise certificate. I received a response the next day, stating that it will be emailed to me within 72 hours. On Oct 7, I emailed Good ***'s that I still have not received the merchandise certificate. I received an email from Good ***'s that it was sent to an old email address that I have not used for years. Fortunately, I still had access to that old email address. I found my membership renewal confirmation there, but no merchandise certificate from the Sept. 8 renewal or from the Oct. 1, email indicating that the were resending the certificate.

  Business response

  10/09/2023

  Hi Team,

  We have verified that the members should have received the $30 merchandise certificate with the recent renewal in September of 2023. At this time we have resent the certificate via email for the amount of $30 and extended the Club membership 60 days due to the delay of the certificate. I hope this will help satisfy the complaint/concern for our members. 

   

  Thank you,

  Good *** Member Relations
  

  Customer response

  10/09/2023

   
  Complaint: 20710250
  
  I am rejecting this response because: I have not received an email with a $30 coupon. I have checked my old email and my current email that we have been corresponding with. Nothing! I have checked the spam folder and BCC folder. Nothing! I have several emails indicating that they have sent it, but it is not received on my end. Maybe someone should make a phone call, to resolve this. Just a thought!!!!!!!!
  
  Sincerely,
  
  *****************************

  Customer response

  10/12/2023

  I have finally received the merchandise certificate and this complaint can be closed. Thank you BBB!!

• Initial Complaint

  10/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 29, 2023 I was driving my van through Neveda and blew the transmission. I called Good *** at 5:****. I was sent a link to find my location. They could not find me. after a long time I was notified that a tow truck would be there in 2 1/2 hours. I'm disabled and had my dog with me. It was 105 degrees. Thankfully I was carrying a loaded cooler and extra water with clothes. After the wait time was over the tow company called to tell me that I was reported to on ********* business. I was on the highway about 30 miles away from *****. The tow truck called Good *** to get a correct location. Good *** said I had to pay them $112 right now for the truck to come. I said no I can't. Over the 8 hours I sat on the side of the road Good *** kept calliing saying they could not find me. I told them I was on 95 exactly 51 miles from the junction. I told them that name at the time. After the ** rep said he got my location he still wasn't calling a truck. By then Im crying histerically asking why he won't send me a truck. After waiting 5 hours on the highway I called my husband in **** ** and told him please come get me. He drove from ****, 3 hours away and parked on the highway with me to keep me safe then went after a trailer in the morning. My husband passed the tow driver at ************* station **************************************************************** a half hour. The last text I received was August 30,2023 at 1:23 am. After my husband arrived at 1:15am I cancelled the tow truck request. I called ** requesting a refund. We are 3 years into our 5 years we paid for. I was told no. I told her Good *** is in breach of contract. That was the third time in 6 weeks we needed help and Good *** couldnt provide it. We needed help with flat tires on the travel trailer earlier . Never came. I want a refund for premiums paid from August 29, 2033 to our paid date of expiration. Since joining we never able to get roadside assistance. False sense of security!

  Business response

  10/10/2023

  Hi Team,

   

  While we understand a delayed response from a dispatched provider is never a scenario our members wish to encounter nor is it a scenario our dispatch team takes lightly there are circumstances beyond our control that could result in a delayed resolution during a service request.
  
  As it relates to membership cancellations, refunds for cancellation requests are only offered in prorated form for the unused portion of the term, less any cost of services provided under the membership term.
  
  These policies are provided to every member with every enrollment. Below is the verbiage pulled directly from the documentation/Member Benefit Brochure:
  Delays are sometimes unavoidable due to weather, traffic or road conditions, availability, or unusual service demands.
  Additionally, long-distance tows, after hours service requests, and service requests in certain areas may be subject to longer delays.
  Good *** Roadside Assistance cannot and does not guarantee any response times and will not be liable for any occurrence that arises during any such delay.
  Upon cancellation, the Member will receive a prorated refund for the unused portion of their Membership term, less all costs associated with services provided under the membership term.
  
  We treat every service request with a sense of urgency in hopes of securing a provider who can arrive and assist as quickly as possible.Consequently, we also advise every member that if they feel unsafe at any point to reach out to 911 and/or emergency responders.
  
  A refund of the remainder of this membership is not an option under the provided and agreed to terms of the membership as the member has reached out (and received) assistance on numerous occasions from their first request in June ************************************ August 2023.Auto Renew has been disabled to ensure the membership does not auto-renew and will remain active through original expiration date of 07/08/2026.
  
  Due to the experience with the last Roadside Assistance Request, we will be happy to provide a goodwill payment of $75.00, if provided with the best address to send the check to. We will address the delays and lack of service provided with our dispatch team to ensure this does not occur again in the future.

  Customer response

  10/10/2023

  This was the third time that we have been denied service. It is a breach of contract! The verbiage used is a good way to s**** people over. I still feel like I need an attorney. How many times do you deny service on a service contract and not be in breach of contract? I don't recall ever getting service from them in 2020. I got towed in to ********* in 2023. That's the only service we ever got. It's a false sense of security. They do not come when you need them the most. So what did I pay for? With this last episode after 5 hours an associate of GS called and told me now that they have exhausted they're in network tow truck 

  options they would try outside of the network. Then it took another 3 hours to find one outside of the network and by then I had already been rescued. If what they say in their contract is true about how they care about people being on the road and their priority to get us off the road isn't this contradictory?

  They know the address to send the $75 to. It's the same one they've been corresponding to with us for years. I am not happy with this and this is not over.

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have towing insurance with Good ***. I had an occasion to have my motorhome towed on 7-13-23. It involved a breakdown on a busy interstate and a city policeman stopping to assist in arranging tow which I rejected. I was upset about the safety of the situation and just generally shaken. I proceeded to talk to my maintenance shop who directed me to arrange tow as they did not do road calls. I then contacted a towing company that they recommended and which was very near to my motorhome and my shop. The towing company said that I must come on site and pay for the towing.At this post, I remembered having towing insurance with Good ***. I asked my wife to make the call to Good *** which she did. I returned to my wife and asked about the call to Good ***. She said that the Good *** rep offered to transfer her to dispatch and that she had told him that I was already arranging tow. To this he said to simply keep the towing receipt and file a claim on-line for reimbursement.My complaint:1. The Good *** agent did not inform us that we should let Good *** arrange the towing to realize my towing benefit. There was much more than adequate time for me to transfer the handling to them.2. I filed my claim which was rejected for "not allowing them to arrange towing".3. I got NO RESPONSE to my claim or my letter explaining all above. To this date, still no response.4. When contacting Good *** by phone, I asked to speak to a supervisor or someone with authority to review my claim. The agent promised that I would be contacted within 3 business days. Still, no response. 5. From start to finish, the company has not acted in good faith. Their performance is far from what one should expect of a reputable company.

  Business response

  10/24/2023

  Hi Team,

   

  Mr. and ******************************* submitted the initial reimbursement request on 07/17/2023 and indicated in their request that no call was made to our dispatch team prior to them securing their own service, stating they did not know they were required to call. 
  
  In the field that asks for more information regarding why dispatch was not contacted, Mr. and ****************************** state:
  In the urgency of the situation, I did not think of calling dispatch (I had called one service vendor--see below). It was only a few miles to the repair shop ultimately chosen that I have used several times before for maintenance & service and I was anxious to get my motorhome off the highway. Sounds like protocol is to contact dispatch which I am noting. but hope to never need again.  
  
  Per the terms and conditions provided in our Member Benefit Brochure[MBB]:
  Good *** Platinum Roadside Assistance pays 100% of the towing fees for the delivery of your vehicle to the nearest professional service center capable and willing to repair your vehicle. However, you must request disablement assistance through our telephone dispatch center within 24 hours of the disablement.
  Note: Fees for services that you hire on your own are not reimbursable.
  
  The claim was subsequentially denied, and the member was contacted via email at the address provided in the online submission on 8/15/2023.
  
  Dates ranging from 8/24/2023 through 8/31/2023, Mr. and ****************************** have spoken with 2 different supervisors, who advised the denial received is valid, and stands as is per the terms and conditions described above. Mr. and ******************************* have continued to escalate the denial of their claim, and each time have been advised that the claim is not eligible for reimbursement. 

  Customer response

  11/12/2023

  They do not even mention that:

  a) The requirement they claim that I failed is buried deep in one short sentence in a lengthly contract in such a manner as to be overlooked by most.

  b) That we did contact them before closing our tow arrangement (wife called while I was arranging tow).  Their agent mislead my wife that we could get payment by simply submitting our tow receipt afterwards on the website.

  c) Their agent DID NOT inform that they would not pay if we did not allow them to arrange tow (see #2 above).

  They are intentionally avoiding payment!  I prefer aboard board treatment.

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