ComplaintsforGood Sam Enterprises, LLC

• Initial Complaint

  11/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On October 30, 2023, an extended warranty plan with Good ***** went into effect for our RV. It was a one-year only policy, which is stated on the policy. In ******* Good ***** sent an email letting us know that the credit card information on file for our **************** Plan policy was incorrect or expired and to contact a customer care specialist to update our information to avoid any lapse in coverage. Since it was a one-year policy and we did not want to renew, we did not call. We did not hear from them again. On November 1, 2024, we got a charge of $983.52 on our **** credit card. We called to tell them that we did not want to renew, and they did reimburse us $930.83, but they insisted that it was a three-year contract and that we would have to pay a $50 cancellation fee plus the one day of coverage that we had not asked for. We kept asking for supervisors to talk to, and we got passed from one agency to another and to no less than four "supervisors" who said they could not cancel the $50 cancellation fee, even though they said they could see it was not a three-year contract. The "supervisors" kept telling us they would have to talk to their supervisor. The last one told us that their supervisor was not there and that they would either call us back or their supervisor would. Well, we have not heard a word from them, and we wish to have our $50 "cancellation" fee reimbursed plus the $2.69 for the day of coverage charged. Not once did they send an email stating they would be billing us for another year, and they should not be allowed to just arbitrarily bill our credit card for something we did not wish to have. Our policy information is as follows: Master Policy Number: B066438124A24 ********** Evidence #: GARMH.100192430.02.01

  Business response

  11/15/2024

  
  Thank you for contacting the Good *** **************** Plan. We appreciate you bringing this to our attention, a refund of $52.69 has been issued back to your credit card on file.Please allow 7-10 day for this refund to appear on your account.

   

  Thank you,

  Good *** Member Relations Team
  

  Customer response

  11/15/2024

   
  Better Business Bureau:
  
  We have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory.  However, we will not know if the company has followed through on the refund amount before the seven days are up, so we wish to reserve making a complete acceptance until we see our refund in our account.
  
  Sincerely,
  
  ***** And **** *******

• Initial Complaint

  10/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Non Existent Customer Service, Pointing Fingers At Each Other.We made the mistake of insuring our motor coach via Good **** and have now spent weeks on the phone trying to get issues resolved with the policy. We are being over charged and at one point a representative told us that if we complain, they will non-renew our policy. Once they have your credit card, you are held hostage.

  Business response

  10/07/2024

  Hi Team,

  In researching this complaint we are unable to locate the customer policy with the information provided in the complaint (email address, phone number and customer name). We would like to address this complaint but need some further information from the customer to correctly locate the policy. 

  1. Policy number

  2.Full name on the policy

  3. Customer address and alternate email address at the time of opening policy.

  Thank you for the help,

  Good Sam Member Relations Team
  

• Initial Complaint

  09/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They refuse to pay claim after all paperwork was given Will continue requesting same information already given

  Business response

  10/15/2024

  **** Sales has been in contact with **** ********. Customer requesting that all of his warranties be cancelled since his unit was declared a total loss from his insurance agency. **** Sales has sent cancellations to the lender and payoff will be complete. To this end, we consider this matter closed.

• Initial Complaint

  09/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Road debris on highway ruined a near new tire on our RV.Good *** agreed to send a large tow truck 100 miles north of *********, ********** after Thanksgiving day. I found a used tire and had it installed on the holiday.Good *** saved a large tow bill and a tire.We attempted many many many times with many many many Good ****, working at home representatives. Grad *** finally agreed to supply and instal a new tire. When the tire company arrived, they demanded payment if full before installation.They were rude. We refused.Twice I attempted to cancel our membership.Good *** just automatically renewed our membership again.Good *** is not.

  Business response

  09/04/2024

  Hi Team,

  *********************** contacted our *************** and requested a ********************* on 11/22/2023.
  
  Upon arrival, the service was declined, due to the quoted out-of-pocket cost.
  
  Per the terms outlined in our Member Benefit Brochure, for  *********************:
  
  On occasion and whenever possible, we will make arrangements for the Member to purchase a tire(s) for delivery to the disablement scene. In these cases and if you do not qualify for the Tire and Wheel Road Hazard benefits described later in this brochure, Good *** Roadside Assistance will pay for delivery of tire only. Note: Member is responsible for all additional costs including cost of tire(s), mounting, balancing, other parts or labor, tax and any other fees. If you qualify for the Tire and Wheel Road Hazard, follow the directions below to seek reimbursement consideration for those costs.
  This process is then outlined as well, on pages 4 and 5 of the Member Benefit Brochure [MBB].
  
  We apologize for any confusion surrounding this process.
  
  Further,we are not able to locate a record of a cancellation request to date.
  
  We have processed a full refund for the Auto-Renew charge dated 8/21/2024, in the amount of $219.95 processed back to the **** ending in 6218. This refund should process back within 3-5 business days. We have also removed the Auto-Renew feature, so the membership will expire on its own, with no further action required on 9/11/2024.

  Thank you,

   

  Good *** Member Relations Team
  

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July, my Class A motorhome's water pump ceased. I could not drive it to a mechanic. I contacted a wrecker tow truck to bring it to the mechanic and notified Goodsam Roadside assistance for the claim. I have been paying for Goodsam's coverages and just about everything they offered for year and have never made a claim before. *******'s denied my claim for the $800+ tow and cited that they had to call the tow company and not me. The tow company has worked with Goodsams in the past and was the only one available in my area. Goodsams should be shutdown for denying claims that people pay for and rarely use. Not sure how the government allows this type of corrupt behavior to exist. I canceled my membership with this corrupt business.

  Business response

  09/06/2024

  Good *** received a reimbursement request from ***************************** on July 16th,2024, related to services secured independently on July 15th, 2024.
  
  The information provided advised Good ***, services were secured privately, without an attempt to contact our Telephone Dispatch Center.
  
  Per the terms outlined in our Member Benefit Brochure [MBB] :
  You must request assistance through our telephone dispatch center; Fees for services you hire on your own are not reimbursable.
  
  The denial was processed and communicated to the member July 24th, 2024,and reiterated over the phone August 6th, 2024.
  
  The membership was subsequently cancelled with a pro-rated refund for the time remaining, per the cancellation policy guidelines, August 30th,2024.

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently broke down on the New York State Thruway while heading home. I pulled over to the side of the road and called Good *** with whom I am a Platinum roadside assistance member. I spoke with a Good *** dispatcher and told them that my car was inoperable, and that I needed a tow. They took my membership information and location and indicated that they would dispatch a tow truck to assist. I was told that I should tell the tow truck driver where I wanted the car towed to (it was a Tesla, so to closest Tesla dealership about 30 miles away.)The tow truck that Good *** dispatched to me arrived about a half hour later. They loaded up my car and towed me to the Tesla dealership as anticipated. The driver said that they do not deal directly with Good *** and said that I would have to file a claim with Good *** for towing reimbursement. With my car on the back of the tow truck I place one more call to Good *** assistance and spoke with Destiny. I told her that the car was on the back of the truck and that they would be giving me a receipt for the towing. Destiny said that was all good and yes, I should file that receipt for reimbursement. I filed the claim as instructed. My claim was denied for two reasons:1) "Services requested independently of Good *** are not covered" - This does not apply since I called Good ***, and requested the tow. They are the ones that sent the tow truck.2) "toll road where Good *** is not allowed to send contracted providers" are not covered claims. This was NEVER MENTIONED to me on my calls for assistance to Good ***. They knew my location to send the tow truck to. This would have been very good to know and would have caused me to take a different course of action (i.e. tow off toll road (not covered)...then separate tow to dealership (covered). I was told none of this though, and now Good *** is refusing to pay $442 towing charge for a tow truck that Good *** dispatched directly to **** want a reimbursement for my towing charges.

  Business response

  08/30/2024

  Team,

   

  ***************************** contacted Roadside Assistance to request a tow on 8/18/2024, after becoming disabled on the NY State Thruway. After reviewing the information from the service request, we have determined the information provided to the member at the time of requesting assistance was incorrect.
  
  We have corrected this internally and will continue to provide additional training to all dispatch agents across the board, to ensure this does not reoccur going forward.  
  
  We have processed the reimbursement of $442.66 via check, which will be mailed out to the address we have on file. (*********************************** **************************, ** *****).
  
  Please note for any potential future services
  
  Per our Member Benefit Brochure [MBB]:
  
  VEHICLES NOT COVERED BY THE GOOD *** PLATINUM ROADSIDE ASSISTANCE PROGRAM INCLUDE BUT ARE NOT LIMITED TO:
  Vehicles located on a restricted roadway, or toll road where Good *** is not allowed to send contracted providers.
  
  All Member Benefit Brochure(s) are available to view/print online at: **************************************

   

  Thank you,

  Good *** Member Relations Team
  

  Customer response

  09/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thanks. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6-20-2024 I filed the paper work for extended warranty refund with the Camping World I purchased my camper and extended warranty from. I asked for receipt email acknowledging it was received but did not receive one. I was told it could take up to 6 weeks for the refund. Around 7-27- 24 I went in to the dealer and was told I would hear something on the following Monday. I have heard nothing and have not received a refund. When you call the dealership they are always busy and will call you back. But they never actually call back. We are fast approaching 90 days and no refund.

  Business response

  09/09/2024

  September 9, 2024
  
  
  RE:        *************************/ BBB Case 22202843
                Our Case  05107054
  

  
                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 has left a voicemail for and emailed ************************* to inform him the check has been issued on September 6th. To this end, we 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 

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Good *** has deducted $39.00 from my **** account without my permission. I purchased a one year membership 9/20/2023. I did not authorize them to continue to bill me. The verification of membership that I received stated that my membership expired 9/20/24. They have deducted this amount a month before it is due. I want Good *** to refund $39.00 and never bill me again. I do not want to be a member of Good ***.

  Business response

  08/26/2024

  Hi Team,

  ***************************** called into our ************** Team this morning at 10:44. One of our agents was able to remove the Auto-Renewal option that the member had in place since 2023. At this time the membership will expire on 9/20/2024. At the time of the call the member was provided a full refund of $39.00.

  Thank you,

  Good *** Member Relations Team
  

  Customer response

  08/26/2024

   
  Complaint: 22195285
  
  I am rejecting this response because: I have checked my credit card statement. So far there is no refund from Good *** showing. If and when Good *** does in fact refund to my credit card I will accept their statement.
  
  Sincerely,
  
  *****************************

  Customer response

  09/04/2024

  Regarding complaint #********. I have verified a credit from Good *** in the Amount of $39.00. This complaint has been resolved to my satisfaction. Thank you for your help in this matter.

• Initial Complaint

  08/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I canceled my renewal on 8/11 for the upcoming year. On 8/23 they renewed the membership anyway.

  Business response

  08/27/2024

  Per your request, we have cancelled your membership and refunded the recent automatic renewal charge of $39. Your refund should post back to the credit card within 3-5 business days.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I've had to call for the same tow three times and they magically have lost my ticket and all the information three times. I've been stuck on the side of the road for four hours with no assistance in spite of having platinum +

  Business response

  08/27/2024

  ********************* contacted Roadside Assistance and requested a tow for a 1999 Dodge Ram 1500 at 11:30am 8/20/2024. Service was dispatched with a 75-Minute ETA at 12:03pm.  Follow-up to ensure the service was completed was delayed, as the first attempt to confirm completion occurred at 3:00pm.
  
  The provider that was secured missed the 75 minute ETA, and failed to advise of the delay.
  
  We then received notification of the missed ETA and escalated the information to our dispatch management team, at 3pm, however we were unable to intervene before service was secured independently.
  
  We sincerely apologize for the experience ************** had when requesting assistance. We are following up on this request with our dispatch management team to ensure this does not reoccur going forward.
  
  If there were any out-of-pocket expenses incurred for this disablement, we ask the member submit a reimbursement request, using the below link.
  ***********************************

*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. ↩