ComplaintsforGood Sam Enterprises, LLC

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  * Unauthorized $1895.52 charge by Good *** dba ************* * ********/************, ****** location * BECU **** credit card ending in **** * Original deal was that Camping World would sell my ** on consignment and I would pay $1895.52 for parts * I then decided to simply sell them the ** at a much reduced price but they were to pay for the parts * However, they still charged my BECU **** card for the parts * The person I worked with left Camping World shortly thereafter, and I received the run-around when I called and tried to remedy the issue

  Business response

  09/27/2023

               September 27, 2023
  
  
               RE:        ***************************** / BBB Case # ********
                             Our Case #: 04595801
  
  
                Camping World RV Sales, LLC (CWRV Sales) is in receipt of the above-referenced consumer complaint (the Complaint) recently filed with your office. We take all consumer issues very seriously and appreciate your                           office bringing this matter to our attention.    

  
                CWRV Sales and ***************************** have reached a mutual agreement. To that end, we now consider this matter closed.
                Nothing in this correspondence shall be construed as an admission of fault or liability with any issues raised in the Complaint or statements made by *****************************.  
  
               Respectfully,  
  
               CWRV Sales 
  

  Customer response

  09/29/2023

   
  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

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Have paid for their service that is advertised as "24/7 Roadside Assistance" when they do not have the resources to provide this. I lost power and needed someone to manually close the slide on my RV the last 4 inches. After my first call to them, I was strung along for over 15 hours waiting for someone to come when I was told that nobody would come that day and no guarantee for future days.They repeatedly texted me that someone had been dispatched and gave their ETA, then later would send a text that they weren't coming, and someone else would be dispatched. Then I would receive another ETA, then another cancellation, then another ETA. I was told during one phone call (11 hours after my first call) that someone would be there shortly. I asked for clarification on what "be there shortly" meant and was told 60 - 90 minutes. Also, in many texts informing that someone was dispatched they would provide the phone number of a company that was coming. One example was ************. Most numbers given, when called, are not in service. If you don't want to provide the number, why say you are and give a fake number? Plus twice (because this went into a second day) I had to authorize $1 charges to my credit card for the company to ensure they would get paid, but they NEVER CAME OR SENT ANYONE. Also, the fees you pay do not cover anything other than them sending you help that never comes. If someone arrives, parts, labor, etc.. are on you for what I was quoted as $185/hr with 2 hour minimum. I could still be sitting in a rest area waiting for them days later if I hadn't started making my own phone calls to find someone to manually close my RV slide. They never helped. So misleading on so many levels. 24/7 roadside assistance, someone has been dispatched, someone will be with you shortly.

  Business response

  09/12/2023

  Hi Team,

  ************* called in for assistance with retracting a slide that was stuck out on 9/5/2023. Our dispatch team had trouble locating a provider to assist with this service, which caused a significant delay in getting a Mobile Mechanic out to the members location. We addressed this with ************** directly on 9/11/2023 and a Goodwill Check in the amount of $100.00 was accepted by **************, and mailed out to the address on file,  due to the delays experienced.
  Regarding the coverage for parts and labor related to a Mobile Mechanic, Good *** Roadside Assistance does not cover any costs related to repairs. Mobile Mechanics are Mobile Repair Facilities, as such we do not cover the cost of any repairs (parts/labor), Good *** Roadside Assistance covers the cost of getting a provider out to the location, all other charges are the responsibility of the member.
  Good *** Roadside Assistance does operate 24 hours a day 7 days a week. Per the terms outlined in our Member Benefit Brochure regarding Mobile Mechanic Services: 
  If necessary and whenever possible, depending on the ** disablement,there may be a local mobile mechanic available that can perform minor repairs or adjustments to your **. In these situations, at the Member's discretion, well attempt to bring a mobile mechanic to your location as an alternative to towing your vehicle. Note: Member is responsible for the cost of parts and labor. 
  We have addressed the delays on this specific service call with our dispatch management team as well as our Network Team to ensure we have enough contracted providers in the area that ************** was disabled in. 

   

  Thank you,

  Good *** Member Relations Team
  

  Customer response

  09/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and what they stated was factual in the fact that they emailed me and informed me that they will be sending me a check for $100 for the inconvenience of their inability to provide the services that we paid for. I am not a litigious person and have no interest in pursuing the matter further. I still believe that they are misleading in their advertising regarding **************************************************************** place to provide the services advertised. I will not, however, argue against this complaint being closed as resolved.
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Every day I received an email from Overtons, a subsidiary/affiliate of Good ***. The opt out link on their emails is not functional. *** called Good *** and overturns seven times over the past 3 months and each time they promised to remove me from their email list. Im still continuing to receive their emails. I will file a complaint with the **** but I know they are inundated with completes and do not respond in a timely fashion. So I am also logging a complaint with the BBB. I hope that you will assist me in getting my name off their email list.

  Business response

  09/06/2023

  Hi Team,

  At this time we have unsubscribed both email and mailing address for ************************* from Good ***, Camping World and ********* future marketing materials. Please note this will take ********************** all of the data bases. Please let us know if the customer has any further concerns. We all would be happy to address.

  Thank you,

  Good *** Member Relations
  

  Customer response

  09/08/2023

  Obviously, Overtons did not remove my email address from their marketing distribution. I received an email this morning at 6:35 AM addressed to *************** When I called Good *** and Overtons, I told them to remove both the *********************** and ************** addresses from their system. 

  Customer response

  09/10/2023

  And another marketing email sent to doolie @*** net at 6:37 am today (screenshot attached). 
  

  onviously, my name wasnt removed from Good **** / Overtons email list. 

  Customer response

  09/10/2023

  And another marketing email sent to doolie @*** net at 6:37 am today (screenshot attached). 
  

  onviously, my name wasnt removed from Good **** / Overtons email list. 

  Customer response

  09/11/2023

  This is the second email Ive received from Overtons since good *** supposedly removed my email address from their marketing distribution system. It was sent to ************** at 6:35 am. 

  Business response

  09/19/2023

  Hi Team,

  In researching the affected email addresses I do show both emails have been marked as unsubscribed. In addition both email addresses have been removed from our systems. Please note this can take 24 to 48 hours for full system updates to reflect the email address deletion. Please let us know if the customer has any further questions or concerns. We all would be happy to help.

   

  Thank you,

  Good *** Member Relations Team
  

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have repeatedly and explicitly asked them to remove me from their list and stop calling me. I reached out to them for a price on an auto mechanical breakdown insurance, the price was too high, and I told them I was NOT interested. They have since continued to call me and used VERY aggressive sales tactics to try and bully me into buying their product. Enough is enough, they need to delete me from their system and leave me alone.

  Business response

  09/06/2023

  Hello Team,

  At this time *********************** phone number and address have been removed from our data base. In addition we have unsubscribed the customer from any further emails. Please note this can take up to 24 hours for all of the systems to update with the above actions to unsubscribe.

  Thank you,

  Good *** Member Relations
  

• Initial Complaint

  08/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was in ******** ******* last Thursday who ever I talk to did not tell the towing company that it he flat was on my swivel wheel trailer so they charged me ****** dollars because the girl

  Business response

  09/06/2023

  ********************** called in for a Tire Change on their Trailer on 8/25/2023. The agent who took the call input the vehicle information incorrectly and secured a provider for a Passenger Vehicle Tire Change. The provider that was dispatched charged ********************** an additional $83.39USD (******CAD) for the tire change on the Trailer.
  
  This is critical coaching for the agent who set up the service, and we have addressed this by pulling the agent off the phones to be re-trained in proper dispatching procedures, to ensure this does not reoccur.
  
  We have also been able to obtain the invoice from the additional charge from the provider that was dispatched and completed the service. We have processed ********************** reimbursement claim for the $83.39USD (******CAD) today 8/31/2023. ********************** will receive the refund via check at the address we have ** file; 58 *********************** ******** ** ****** K6J4V4 within 4-6 weeks.
  
  
  Thank you,

  Good *** Roadside Assistance
  

  Customer response

  09/07/2023

   
  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

  08/25/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Aug 4, 2023 my Ram tow vehicle became disabled while I was at campground. Good *** rep told me it would be needed to be towed to my dealer of purchase ( 135mi away.) I did my own research and found a ************ service less than 40mi and they were able to do it that same day, which was great as I had to vacate my site the next day. In the past I have occaisionally contracted my own services , sent the invoices or bills to Good *** and had them reimbursed. They now tell me that the ****************** only allow them to contract a service. All I have to go on is what my original T&C said, and of course my past experience. I have sent all pertinent info to them, was rejected, appealed to the CEO's help line, and was rejected again. I am sure I never received the updated Terms and signed or agreed to that specific item in amongst all the other legalese involved. All I'm expecting is what I've experienced for over 15 years from this organization. They know what the tow bill was. They have a copy.

  Business response

  08/25/2023

  ************ called in on 8/3/2023 to request a provider that was able to replace and reprogram a new key fob for their vehicle. Our dispatch team explained to ************ that the service he is requesting is not something that is provided under the terms and conditions of his membership.
  Per our Member Benefit Brochure:
  If you have locked your keys in your vehicle, we will pay for a service provider to come to your location and gain entrance into your vehicle.
  We do not cover the cost or provide service for replacing or reprogramming a key fob.
  Our dispatch agent offered the covered option for service,which was a tow to the nearest willing and capable repair facility, and stated it is usually dealerships that have the capability.
  ************ became frustrated and disconnected from our dispatch agent, subsequentially securing a tow independently to a dealership,where they received the fob service.
  ************ declined the offered service, and secured services outside of our program.
  ************ submitted a reimbursement claim for the cost of the tow, as well as the cost of the replacement and reprogramming of a new key fob on 8/15/2023, the request was denied, and ************ was notified. ************ then resubmitted the reimbursement request on 8/23/2023, which was again denied, and ************ was notified.
  Per the terms outlined in our Member Benefit Brochure:
  Fees for services obtained independently of the Good *** Roadside Assistance program will not be reimbursed unless specifically provided for in this brochure. A request for reimbursement will only be considered so long as it is provided for in this brochure. Note: Fees for services that Members or Associate Members hire on their own are not reimbursable.
  The member benefit brochure [MBB] that provides details on coverage, is available online at any time at ************************************** . It is also emailed in a fulfillment kit, each time the membership is renewed.

  Customer response

  08/25/2023

   
  Complaint: 20520777
  
  I am rejecting this response because:All I rejected was the agents offer to have my vehicle towed 135mi to my purchasing dealer, while my travel trailer and family would be left at the campground. Made no sense and seemed inconvenient. Communication was poor as agent was not fluent in language or procedure.
  
  Sincerely,
  
  *********************

  Customer response

  08/28/2023

  In my conversation with a Reimbursement agent after my original rejection, he said if I had maybe called later or the next day of the incident, I may have been offered a more agreeable solution or option. My whole argument rests on the premise that I rejected their offer, and then told a week later that it could of been different. Almost as if they acknowledge that the original Roadside Agent may have been in error with information.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  See the saved copy submitted on 8/14/23

  Customer response

  08/18/2023

  I purchased an extended warranty through Good *** for a used motorhome I purchased approximately 3 years ago (2007 Damon ********** I received a contract through Good ***, underwritten by a 3rd party insurance company, with the terms and conditions specifically outlined in the contract. I paid monthly premiums for the 3 years and approximately 2 months ago I filed a claim for mechanical breakdown, specifically the cab Air conditioning unit, the hot water heater, and the generator. All were covered under the specific language of the policy. I gave due notice that the motorhome would be repaired by ******** of ******, **. An inspector, representing Good ***, was sent to Elite RV to review the work. The total cost of the claim was approximately $3,100 (parts, labor, tax). The inspector notified the technician on August 9, 2023, that the claim would be denied because the old parts that were replaced were thrown away. I was never notified by Good *** of the denial of the claim. Prior to the inspector arriving at Elite RV I made 4 separate phone calls to Good *** requesting Supervisor callbacks and they refused to comply. Elite RV also requested several callbacks and they were also refused. It should be noted that Good *** Extended Warranty has a dismal customer service rating (**** Stars out of a possible 5) and has many BBB complaints filed against them. Because of Good ***'s delay and then claim denial I have additional expenses as it relates to "Loss of Use", housing and meals in the amount of approximately $500. Good *** has violated the terms of its insurance contract. I have paid approximately $4,000 in premiums over the last 3 years and in return I was guaranteed a promise to pay covered claims. All the claims were covered in the contract yet they denied the claim. I want Good *** and it's underwriting insurance company to be held liable and to pay the claim as promised which calculates to approximately $3,600. Sincerely, ***********************************

  Pay claim as outlined per the insurance contract.
  

  
  

  Business response

  08/21/2023

  Thank you for contacting the Good *** **************** Plan.
  
  Our claims administrator was contacted to start a claim regarding issues with the water heater and dash A/C and advised an inspection would be needed to demonstrate all the reported failures to the independent inspector. On 8/11/2023 the inspector arrived, all the repairs had been completed, and none of the failed parts were available for inspection. Since the repair facility was unable to verify any of the failures the claims administrator was unable to authorize any repairs.
  
  If you have any additional questions or would like us to address any specifics, please dont hesitate to contact the claim administrator at ************.

  Business response

  08/21/2023

  Member submitted duplicate complaints - Response posted under 20492217

  "Thank you for contacting the Good *** **************** Plan. Our claims administrator was contacted to start a claim regarding issues with the water heater and dash A/C and advised an inspection would be needed to demonstrate all the reported failures to the independent inspector. On 8/11/2023 the inspector arrived, all the repairs had been completed, and none of the failed parts were available for inspection. Since the repair facility was unable to verify any of the failures the claims administrator was unable to authorize any repairs.
  
  If you have any additional questions or would like us to address any specifics, please dont hesitate to contact the claim administrator at ************."

  Customer response

  08/24/2023

   
  Complaint: 20475919
  
  I am rejecting this response because:

   

  I notified Good *** by phone call on Friday, July 21, 2023, that my motorhome was going to be repaired by ********, ******, **.

  I explained that the power steps, hot water heater, and cab air conditioning unit malfunctioned.

  The claims person stated they would open a claim and advised me to have the repairs done and to submit receipts of the work performed. 

  I made 4 separate phone calls to Good *** (July 28, July 31, August 7 and August 9) since I did not get any response and Elite ** also had not heard from Good ***. My last 2 phone calls I requested a supervisor callback and they never returned my call.

  I was informed by Elite ** that an inspector for Good *** showed up and denied the claim, stating that Elite ** did not keep the broken parts. I was never informed that the ** repair show needed to keep the old parts only that I needed to provide a receipt for the repairs done. Also the insurance contract does not state that the parts must be saved. 

  The insurance contract states in pertinent part

  "We will provide payment to *********** Facility or reimburse You for reasonable costs of labor and materials (approved and receipted) to repair or replace any of the covered parts under this Coverage if required due to Mechanical Breakdown"

  Also, the coverage is clearly covered under the contract, Section 6 (Dash Air Conditioning Assembly,  Section 12 (Water Heater/Boiler Assembly and Section 25 (Powerstep Assembly).

  Due to Good ***'s failure to honor this claim and their delays I was forced to spend an additional week in ******. As a result I submitted expenses for "Loss of Use" (room, board, meals) in my first response. 

  I have included the 2 documents for your review:

  1. Evidence of ************************ ********* Policy 

  Again, I respectfully request that Good *** fulfills it's claims obligations and pays this claim promptly.

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

• Initial Complaint

  08/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good *** operator stated my membership didnt include towing over two miles (!) and the cost to be towed 10 miles would be over $5000 (not kidding!!) I said no and asked the State Trooper to help me call a tow truck that wouldnt be over $100. Why pay for insurance that does nothing?

  Business response

  08/21/2023

  *************** requested service on 08/13/2023 for assistance with a tow on a **** ****** Outback. We are showing the service was not completed and cancelled out on this date.  
  We are in the process of reviewing this call for service with our dispatch management team, to ensure the issues that occurred are corrected going forward.  
  While we are researching this call for service, we would be happy to review a reimbursement for the cost of the service paid out of pocket to the police provider secured. We will need a copy of an itemized invoice that breaks down the charges for the service. **************** can submit a claim online at *********************************** and attach the receipt, mail in a copy of the invoice to Good *** Claims, PO Box ****, ************* *****,  fax a copy of the invoice to *************, or email a copy of the invoice to *********************. 
  Once we receive the invoice, we will follow back up with **************** directly to resolve.  

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good *** is refusing to complete Their contractual obligation. Have refused to tow our RV to a repair facilty with the capability to repair our RV. We had to find a towing company, pay for a tow Good *** aranged after refuing to pay the mechanic. Good *** charged us $180.00 for a tow they set up. Now that mechanic refuses to work on our RV because Good *** will not guarntee payment. We are currently in NY, but need to return to AZ prior to Winter to have my Dr. give me a physical. The physical is required to continue receiving my medications.

  Business response

  08/22/2023

  BBB Team, This is a two part complaint in which we are waiting for research to be completed on the Roadside section of the complaint.We should have a response published by end of week. Can you please allow an extension for no later then the 25th of August.

   

  Thank you,

  Good *** Member Relation
  

  Business response

  08/25/2023

  Thank you for contacting Good *** Roadside Assistance and the Good *** **************** Plan.
  
  We have contacted ******************** and resolved the Roadside Portion of this complaint directly. ******************** has been re-towed to a capable and willing repair facility with service completed yesterday afternoon at 4:10pm MDT.
  
  Regarding Good *** **************** Plan, our claims administrator was contacted to start a claim regarding issues with the engine.We currently show the claim is open and has not been denied. In order to proceed with the claim, we will need a cause of to determine coverage. Once the repair facility has determined a cause of failure, don't hesitate to get in touch with our claims team at, ************, with us so the claim can be evaluated for coverage.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good *** Don't Feel Good At All!As of July 17, 2023 I HAD REACHED OUT TO CEO's OFFICE FOR URGENTLY NEEDED ASSISTANCE WITH RV-CLAIM.A ************** ANSWERED, TOOK DOWN MY INFORMATION THEN GAVE ME A CASE #...AS OF THIS DAY I AM ON THE ***** YET CEO'S STAFF HAS YET TO CONTACT ME.AFTER 22 DAYS, 3 WEEKS AND 1 DAY, I STILL FIND MYSELF CALLING GOOD-*** CEO *******' STAFF ONLY TO BE DISAPPOINTED.

  Business response

  08/11/2023

  Our claim Rep and Appraiser have been in communication with both the insured and the body shop during repairs. We spoke to N ******* on 8/9 to provide an update and they indicated by the end of the call that all is well.
  Claim (********) reported on 6/5/23 for AC not working with date of loss 5/30/2023. RV had not been used for over a year. Upon inspection of RV, roof damage was also found so a second claim (*********) was set up. AC claim was denied due to exclusions in policy Roof claim was paid on 6/14 and then a 2nd/supplemental check was issued on 8/9. Total paid to date is $6840.25. There was a partial denial for some addtl/water damage dues to exclusions in the policy.

*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. ↩