ComplaintsforGood Sams Roadside Assistance

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Id like to share my first time experience I had with this road side assistance that Ive paid for, for 10 years.On Friday April 5 2024 I had a blow out on my camper (which I have three campers on this policy that I have paid for ) on my way to an event, called Good **** roadside and answered questions for 15 minutes, she then said that she has dispatched it out, and it would be about an hour, well, two hours later I called back to see if they are coming, and got another lady that put me on hold three times and told me that the lady before me did not get all the information, so therefore it was never dispatched out! Answered more questions, put on hold again, I waited for about 10 more minutes then hung up and called a local tire company to come change it! Cost me an extra $40. Had another flat in the middle of nowhere, not even to buy yet another tire, since I used my spare previously, I had to call my husband to come get me. He took off work, rented a flatbed trailer that cost $150 a day to drive 6 hours to get me my tires were All brand new within the last 6 months so it wasnt my tires.Needless to say, I am very disappointed in Good ****, but Ive paid my subscription thats good until December 2024, which is useless after this experience and will be not be renewing my membership, ever. I will also tell anyone that asks that Good **** is never there when you need them and to avoid it at all costs!

  Business response

  04/10/2024

  We are following up with our dispatch management team to understand what took place when ********************* called for assistance on 4/5/2024.
  
  We are in direct contact with ********************* to provide reimbursement consideration instructions, so our business can respond appropriately.
  
  We have also mailed a claim form, to the address we have on file for *********************.
  
  Once we receive the information submitted through our online reimbursement request website, or by mail, we will review and respond promptly.

  Customer response

  04/17/2024

  I have not received anything from the company as of yet!

  vicky 

  Business response

  05/06/2024

  A claim for reimbursement was approved and processed in the amount of $40.00 on 4/11/24. The member, ***************************, was informed via email at 10:33AM on 4/11/24 that the claim was approved, and a reimbursement check had been issued. The body of that email is below:
  
  Hello *********************,
  
  We received your email containing the invoice for your tire change charge. I have processed the reimbursement for the charge today 4/11/2024.
  
  You will receive the $40.00 reimbursement via check at the address we have on file for you (***************. EL RENO, OK *****) in the coming weeks. If you need to update your address please let me know and I can update before your check processes out.
  
  Thank you for allowing us the opportunity to address this.
  
  Sincerely,
  
  *****************************
  Operations Manager
  Good *** Roadside Assistance and Travel Assist
  *******************
  *******************************************
  
  A response from *************************** to this email was never received.The check was issued on 4/19/24 and should arrive in the coming days, if it hasnt already.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I contacted Good *** Roadside Assistance for the first time in 6 years last night and assistance never showed up. I have paid the yearly membership fee for 6 years and needed roadside assistance on 02/18/2024, contacted customer service multiple times starting at about 7:00pm and was told assistance would be to my location within 2 hours. Help never arrived and I was forced to contact an alternate towing company who arrived within 30 minutes. I made repeated calls to customer service during the 5 hours waiting and was assured that help would arrive, it never did. Also, I made over 10 calls to the Good *** **************** and 5 calls were dropped or the calls were routed to incorrect departments. Good *** Roadside service is a scam and they do not offer what is promised or what I paid for. Good *** communication was horrible, customer service provided no ********************, and I have paid for a service that does not provide what they advertise. Good *** is providing false advetising, unethical business practices, and in my experience, did not provide contractually agreed upon services.

  Business response

  02/27/2024

  ***************** called in for a tow on 2/18/2024 at 9:30pm EST. Our dispatch team were able to locate a provider with a 2 hour ETA at 10:15pm EST. The provider that was secured did not arrive to provide the service, and our dispatch team was unable to reach the provider after 2 prior extensions to the ****
  
  The provider that was secured has been coached, as the importance of providing accurate ETAs is critical.
  
  We are happy to review and process a reimbursement claim, for the cost ****************** paid out of pocket to an independent service provider, however we will need the claim to be submitted through one of the below avenues with the invoice for the out-of-pocket charges.
  
  Once the information is received, we will address and resolve the claim promptly.
  
  Online: ***********************************************
  Mail:PO box 6900, ************ 80155
  Fax:************

• Initial Complaint

  02/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern, On 9/12/2023 I contacted Good *** road side assistance. I had a flat tire needing change. Good *** provided a service provider who came to my house to change the left front tire. The service provider however put three of the lug nuts on way too tight beyond Tork specification, and two of the nuts were not even screwed all the way on. In all 3 were too tight and 2 weren't on screwed on all the way. The service provider used a lug nut impact wrench. About a month later in October I needed to change the brake pads on the left front. However, I was unable to remove the tire due to the lug nuts being on way too tight. I reported the issue to Good ***. I also told them off the carelessness of the service provider and the fact i could've gotten in an accident because of the providers' negligence. They said they would send another service provider to loosen the lug nuts. I also asked them to not send the same service provider out to correct the problem but to send a different provider. Good *** sent the same provider who i had asked not to send. I called them back and they sent out a different service provider. A different service provider came out but because the lug nuts were too tight the lug nuts were broken off. I again called Good ***. I reported the issue to Good ***, Good *** told me to take the wheel with broken off lug nuts to a tire dealer to ask how much would it cost to replace the broken off lug nuts. I took my car to a tire dealer got a quote, I called Good *** with the quote and they gave me a number and email to the department who I would submit a claim. The number I was provided was ************** and the Email was ********************* The phone call and emails went unanswered. On January 20, 2024 I called Good ******** spoke to a Supervisor her name was *****, She attempted to call Agero while I was on the line and she got the same message from the voicemail.

  Business response

  03/15/2024

  **************** has a Damage Claim that was filed in November 2023. These claims are handled by our ****************** and any communication regarding this claim would need to be with the damage claim department.
  
  We have escalated this complaint to the correct leadership team and requested follow-up with ****************.
  
  Our Damage Team can be contacted by phone at ************** or by email at ********************** M-F 9am-5pm PST.

  Customer response

  03/15/2024

  Good evening,

         I contacted the company as instructed and although the company responded I do not wish to close this complaint at this time due to the company in ability to respond prior to me contacting BBB. I provided a copy of the email i sent the company. I called the company but I was only allowed to leave a message.

   

   

  Customer response

  03/24/2024

  Good morning,

          The complaint has not been resolved. I am in contact with them regarding this matter. As soon as a resolution is achieved I'll update the BBB. 

  I sent the business an estimate of the damaged to the vehicle. I attached a copy of the estimate from the repair shop.

   

  Sincerely,

  **************************

  Customer response

  03/24/2024

  Good morning,

          The complaint has not been resolved. I am in contact with them regarding this matter. As soon as a resolution is achieved I'll update the BBB. 

  I sent the business an estimate of the damaged to the vehicle. I attached a copy of the estimate from the repair shop.

   

  Sincerely,

  **************************

  Customer response

  04/08/2024

  To whom it may concern, The business has refused to pay for damages to my vehicle due to the negligence of the provider contracted by them. The business falsely stated that I did not contact them in a timely manner. When in fact I had made numerous efforts to contact them and getting them to address my vehicle concerns, all of which they never responded to, but they only responded after I had contacted the BBB. This is a direct light on the business and the kind of company they run.

  Business response

  04/16/2024

  Based on the large gap of time from when an estimate was completed on the vehicle and the inconsistency on the dates when the damage occurred, the damage complaint is not approved.
  
  Any further questions/concerns can be directed to the ************************ contact information is below;
  ************
  ********************

  Customer response

  04/18/2024

   
  Complaint: 21309453
  
  I am rejecting this response because: The business never fully investigated the claim, and the business never spoke to the witnesses regarding the issue. Therefore, Due to the insensitive response of the business not acting in good faith on behalf of the consumer (me). I am going to alert the State attorney general, before filling a complaint with the office of consumer protection. This business has no regard to fair practices and consumer rights. Therefore, should not be doing business.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/22/2023 an unauthorized renewal fee was taken from my ********** Account. I purchased the roadside assistance for my niece *************************. I had originally filed a claim with ***************, who told me to reach out to the merchant. Good *** stated they would refund the money so I cancelled the claim with my bank. When I did not receive the credit back to my account, I called Good *** back and was told, "they could not refund the money to my card and mailed a check." I nor my niece have received this check. Good *** rep/****** told me on 02/12/20024, that I needed to contact my bank, get proof no refund/credit was received, then send it to Good ***. When I tried telling this rude representative/************************** would not let me speak and hung up on me. I would like my money.

  Business response

  02/15/2024

  We appreciate the opportunity to research this issue and work with the consumer to resolve. In our research we discovered the following sequence of events. When the customer enrolled on our website on 12/25/2022, they signed up for an offer that gave a discount for agreeing to automatic renewal. The cardholder was notified on 10/1/2023 that her card was to be charged for the renewal in advance of the upcoming expiration. The customer was charged $89.95 on 11/21/23 and subsequently called to request a refund on 11/27/2023. We attempted to refund $89.95 to the original credit card, but the refund was rejected by the bank prompting us to request a check for the same amount. Before the check could be mailed however, we received a chargeback notification from the customers bank, letting us know the customer had disputed that charge. At that time we stopped the check issue process and instead approved the chargeback, releasing the funds back to the bank. According to the customers bank, a temporary credit was placed on her account in the amount of $89.99 at the time she initiated the dispute, and when we accepted the chargeback, the credit became permanent for the customer. If the customer has question about the status of the chargeback, she can contact her bank with the following reference information:  CB# ********* - $89.95 case# *********) At this time, the chargeback is in approved status, and we consider this matter to be closed.

  Customer response

  02/15/2024

  My bank did not and have not received these funds of $89.95. The company, Good *** told me on several calls that a check had been mailed. I was not told anything about no automatic renewal. I canceled he claim when the incident first occurred because Good *** was going to refund my money, which they have yet to do. 

  Customer response

  02/27/2024

  I did respond, stating my bank, ***** said they do not have any records of deposits to reflect the funds being returned. The company stated they could not refund the money to the card because ***** closed the card out the day I noticed the withdrawal, which was November 2023

  Business response

  03/22/2024

  This matter was resolved via successful charge back # ********* and we can we can take no further actions on this complaint. Per typical banking policy, a temporary credit is placed on the account when a customer disputes a charge. If that dispute is accepted by the merchant, as it was in this case, the temporary credit becomes permanent and the customer is no longer responsible for the charge. We have confirmed again that the charge back is in an approved status, so the consumer will need to work with the bank to determine what happened to the funds. Once a charge back is approved on our end, the funds are no longer in our possession.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have been a member in good standing since 2015 . ****** broke down on the *************, troopers were called and Mass Transit truck was behind ** assisting with traffic almost immediately. I attempted to call Good **** to start the process of a tow and got disconnected. Before I could redial state troopers called me and said tow truck was in route and they are the only ones certified to be on the turnpike in this area , you cannot call for your own tow truck of choice . I was told to file claim with ******** and get reimbursed. We payed out of pocket for the tow and I filed the claim . The claim was denied , I was told as a Courtesy they would pay half the claim $400.00 this time only ! I appealed and after 2 months waiting to be contacted I was told that they dont reimburse if you travel the turnpikes ! So I guess your suppose to take back roads and other highways with your Motor Home !! This is ridiculous and also illegal and should be reported as such , other rv owners should be aware of paying for high priced memberships that dont cover your vehicle!

  Business response

  02/01/2024

  ******************** became disabled on the ************* on 11/25/2023. Police arrived to assist the member, resulting in an out-of-pocket expense of $753.48, as the service was dispatched through the police.
  
  Per the terms detailed in our Member Benefit Brochure [MBB]:
  VEHICLES NOT COVERED BY THE GOOD *** PLATINUM COMPLETE ROADSIDE ASSISTANCE PROGRAM INCLUDE BUT ARE NOT LIMITED TO:
  
  Vehicles in a repair facility, off-road area8, sand beach area, restricted roadway, or toll road where Good *** is not allowed to send contracted providers, or any unattended, unlicensed, or abandoned vehicles.
  Due to the situation, we made an exception to pay over half of the requested amount, as a one-time goodwill exception. The payment for $400.00 was issued with a check date of 12/7/2023 and mailed to the address we have on file (******************************* *******, ** *****).

  Customer response

  02/01/2024

   
  Complaint: 21221889
  
  I am rejecting this response because: no one explained to me or any other rv travelers I am sure, that we have to avoid turnpikes and toll roads! No one would ever agree to this type of membership knowing that there are these exceptions! This is highly illegal and dangerous to the ** community, to make us travel back roads and off highways that rvs are not safe on. I have been a member in good standing for 8 yrs with the purchase of my ** and would never have agreed to such terms in the first place, only being made aware of this policy now after all this time only because I broke down on a turnpike ! Absurd and very financially draining to realize I wasted all this money on this company. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We took out this roadside assistance before we headed to ******* for winter. We were pulling a camper my truck broke down. We had to be towed to a campground then the truck was taken to work on truck. When I paid 2 years for their service. It says to be towed to campground. We had ******** towing taking us to a safe place we were in a loves parking lot. ******** said he works for good ****. I called it in to good **** and explained who was towing us. The lady said she has it down. They had me wait 6 weeks then denied we get anything. We paid ******* I only asked for ******* to cover towing. Thats what they advertised but we were denied. This company is not holding their part of the deal.

  Business response

  01/24/2024

  **************** secured service on their own, without contacting GSRA for service on 10/18/2023. **************** then discovered on 10/28/2023 that the location that was selected to have the vehicle taken to, was unable to complete the repairs needed to resolve the disablement.
  On 10/28/2023 **************** requested a tow from the repair facility to another location through our telephone dispatch center.
  **************** was advised that the request would require full payment, as there is no coverage for the request for a re-tow. **************** was advised on 3 separate occasions, that the service being requested was not something covered by our program. **************** then secured the service to be re-towed, and paid an independent provider out of pocket for the service.
  We received a reimbursement request for the above tow, in the amount of $1000.00, which was denied on 12/12/2023.
  Per the terms outlined in our Member Benefit Brochure [MBB]:
  You must request assistance through our telephone dispatch center, within 24 hours of your disablement. Fees for services you hire on your own are not reimbursable.
  Vehicles located in a Repair Facility are not covered for service under the program.
  On 01/06/2024, we received a request for cancellation on the Good *** Roadside Assistance membership. The membership was cancelled with a pro-rated refund of $142.38 on 01/06/2024 with the refund being processed back to the **** ending in ****.

  Customer response

  01/24/2024

  I did not call for another tow. They are just making up lies. ******** tow took our camper to a campground and then our truck to be repaired. It was repaired. Why she would lie that it wasnt fixed. We paid him ******* to fix it. I did not ask for payment for that. If he couldnt fix it how did we get to *******? 

*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. ↩