Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/29/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a pole barn fire on December 24,2020. We just recently (weeks ago) applied for different house insurance and that is when we saw the problem. Goodville Mutual insurance lists that they paid a ************************* $75,192.00 for the fire that occurred December 24,2020. Then it lists that they paid $85,165.00 to *********************** for the same claim. We did not receive two payouts for the fire listed. We totaled up our receipts and can see around $65,000.00. One of the payouts listed should be removed as we did not file two claims for one fire, nor did we receive two payouts in different stated names. We can't get new insurance with the claim being shown as is. Any help would be greatly appreciated. Thank you.**************************

  Business Response

  Date: 07/12/2023

  July 11, 2023

  *** *******:  
  

  Thank you for your letter dated June 26, 2023 regarding ******** *******. I was sorry to hear that *** ******* felt that her decision to purchase her Vacation Program was the product of being “pressured” by  our sales team. It is never our intention to pressure our clients, but rather one of our main priorities to  ensure that all information is fully disclosed prior to any purchase taking place. We strive to  communicate, both verbally and in writing, all information in a manner that is easy to understand.  
  

  Regarding *** *******’s assertion that our sales staff pressured her into the decision to purchase the  Vacation Program, we feel that we gave her ample opportunity to express these feelings, and our records  indicate that she never did. As part of our Vacation Program Agreement we include a Consumer  Disclosure Acknowledgment, which has our clients answer a series of easy-to-understand questions by  responding “Yes” or “No.” I have enclosed a copy of this Acknowledgment for your reference, and we  ask that you note the section below which shows *** ******* responding in the affirmative when asked  about her satisfaction with our Sales staff and the overall purchase.  
  

  Since receiving your letter, a representative from our Customer Care team researched *** *******’s account to see what could be done to bring this matter to an amicable resolution. A review of our records  indicates that we had already spoken with *** ******* on June 24, 2023 (two days before we received the letter from your office) and agreed, in the spirit of providing exemplary customer service, to honor her request to cancel the account completely. We sent *** ******* our standard Termination Agreement, which was executed and returned to us, effectively cancelling her account and relieving her of the  $2,250.00 of principal still owed. No payments had been processed, so no refunds were due. 

  We trust this brings this matter to a close and ask to be notified if it is not considered resolved. Should  you have any questions regarding this or any other matter, please do not hesitate to contact this office at  ###-###-####.  
  

  Sincerely,  
  Sr. Manager, Customer Care 
  Sundance Vacations Network

• Initial Complaint

  Date:04/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 7th a client of Goodville insurance hit our car, 100% their fault via officer on duty. We are now on day 42 without a car…..they have not paid for us a rental car nor paid for the almost $7,500 worth of damages to our car caused by their client. Our ins ***** has since paid almost $5800 toward damages and just like us they are having issues getting Goodville to reimburse them or answer their calls or texts. We would like them to immediately pay 100% of damages and pay us for the time we have been without a car. Goodville ins adjuster-******************************* Claims Supervisor -********************* We have emailed and called multiple time with them going unanswered.

  Customer Answer

  Date: 04/18/2023

  March 7th a client of Goodville insurance hit our car, 100% their fault via officer on duty. We are now on day 42 without a car…..they have not paid for us a rental car nor paid for the almost $7,500 worth of damages to our car caused by their client. Our ins Geico has since paid almost $5800 toward damages and just like us they are having issues getting Goodville to reimburse them or answer their calls or texts. We would like them to immediately pay 100% of damages and pay us for the time we have been without a car. Goodville ins adjuster-******************************* Claims Supervisor -********************* We have emailed and called multiple time with them going unanswered, we just want Goodville to do the right and moral thing! To treat us the same way they would be expected to be treated if somebody else damaged their property.

  Business Response

  Date: 04/24/2023

  We are in receipt of the complaint filed by the ******** regarding their son or daughters parking lot accident with one of our insureds.  Our original advice was to file the claim with their insurance company and to allow us to resolve liability with their carrier.  This is the standard and industry accepted process for accidents of this nature.  The ******** have been paid by their carrier and we have reimbursed a large percentage of their deductible based on our assessment of liability.  We consider this claim to be closed at this point.

  Customer Answer

  Date: 04/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
    We are rejecting this response because: after talking to the responding policemen Officer ****************** he gave his statement that this was 100% caused by Goodvilles client ***************************. He gave us his contact information to give his statement ************. If you read the laws when somebody is backing out of a parking spot it is their duty to yield for any oncoming traffic. Our son was at the end of the lot, only 3 spots left and he was driving slowly trying to  find a way to turn around or back up, there was no possible way he was speeding as the adjuster ******************************* suggested. ( we have included the pictures of the lot). Due to the negligence of their client we spent 47 without a car struggling and displaced trying  to find transportation to and from work and school. Goodville continually ignored our phone calls and emails. Goodville should be responsible for reimbursing our insurance company for the damages they paid, paying 100% deductible, and compensating us for the 46 days we had no transportation and pleaded for a rental car. These damages were no fault of our own and done to our private property.  We were displaced because instead of trying to investigate and get things going they continued to put us off as we pleaded for their help. We just asked that we be treated fairly and treated as they would expect to be treated. We did nothing wrong and was treated as though we were the bad guy. I’ve also attached the portion of the email from claims supervisor ********************* who clearly stated that Goodville told us to file thru our own insurance and they would reimburse them and then turns around and tells us they may not pay it all because we filed thru our insurance (which is what Goodville requested).
  

  We would like reimbursement to ***** , 100% of the deductible paid ,and compensation for our time trying to find rides to work and school for 46 days.

  Regards,
  
  ***** And *******************************

  Business Response

  Date: 04/28/2023

  Goodville has provided its response previously and indicated that we consider this claim closed at this time.  We do not plan to respond to subsequent comments by the ********.

• Initial Complaint

  Date:03/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 31st my car was stolen from my home. The car was locked with nothing in site. I filed a claim that day. Claims Rep *********************** called me and told me if my car was not found within 10 days, it would be totaled and I would have 7 days to find a new car. That afternoon the cops found my car on the other side of town damaged. The cops called and asked where it should be towed to and that they would call me back in 10 minutes. I immediately called ***** back, but she was not available so I spoke to another claims ********* said it was up to me to find a repair shop and offered no assistance. This left me 10 minutes to call around to body shops to see if they could come tow my car. ***** should have communicated that to me during our initial call. The car was towed to a local body shop. Goodville had me wait 48 hours until I could pick up a car rental. An adjuster came out to look at my car and told the body shop owner that he was not aware that ******* and *** cars were being stolen. This has been national news for several months. The body shop said they didn't know when the parts would arrive. Again, I emailed ***** to find out how long I have my car rental. She said up to $1500 and then I would have to pay. The next day I went back to get a cheaper car rental. The problems continued with *****. I found a new car and sold my damaged car to a salvage dealer. The salvage dealer wanted to tow the car over to their shop. All of this was communicated via email to *****. 30 minutes before the car was to be towed (4:00PM) the body shop called to say they could not release my car because ***** did not call them back to finalize payment. ***** ceased all communication and ************************* stepped in. The problems continued on. I was told my check was issued on 2/22, which as of 3/1 still has not be received. ****** sent me the online link to do a direct deposit. The link had someone else's phone number. Zero apologies or accountability.

  Business Response

  Date: 03/13/2023

  We sincerely apologize for the communication difficulties you experienced during the claim process when your vehicle was stolen.  We strive to deliver an exceptional member experience for every claim and its clear that was not your experience.  While we do not meet our service goals on every claim, we do use feedback like this as an opportunity to improve.  Our records indicate that your claim has been resolved satisfactorily and has now been closed.  If that is not the case, please contact our claims department.
  
   

  Customer Answer

  Date: 03/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************